We booked tickets via Viator for Studio Ghibli museum in Tokyo - a really hot ticket! It was to celebrate my daughter’s birthday and our last day in Japan. When we got to the pick up point for the tickets 30 mins before the park opened, there was no sign of the person to hand them over. And the person working in the shop said she often dealt with disappointed “foreigners ” whose tickets hadn’t been provided. To cut a very long and stressful story short, we spent the next 2 hours standing in a suburb of Tokyo ringing various helpline numbers and the contacts they had provided me on the booking combination. Viator were unable to help and just repeatedly read from a script telling me my only option was to get a refund. The local tour operator (who it turned out was in China, not Japan) was just baffled. She was clearly working from home and had a screaming baby in the background. With their help, we finally received a QR code to redeem our tickets over WhatsApp only to discover they had unilaterally changed the time of our booking to 3pm without telling us. That meant we had only 2 hours in the park rather than a whole day. And had 5 hours to “kill” waiting. At no point had they communicated with me despite having our my email address, phone number and viator account details. And despite me contacting them the day before to confirm our booking. It really felt like a scam and I never would have chosen to celebrate my daughters birthday in this way. Viator need more control over their local suppliers and to make sure they check quality of service on the ground. (Also China is not local to Japan!!!!) I would advise anyone to think twice before using Viator for important events.