This company is completely corrupt. We have had countless issues over the years & have had to fight every time for a a full or partial refund for Tour Guide Shows, Bait & Switch tactics, etc. Our latest issue- we booked a Full Day TOUR with our friends in Italy. When the driver arrived she immediately told us “Sorry we didn’t have a Tour Guide available today, I can drive you but you’ll be on your own.” It was too late to make a new reservation so we accepted. She told us to request a partial refund from whoever we booked the tour. We were given no maps, no guidance, nothing. Every tower & museum in the Tour Description required pre-purchased or skip the line tickets so we weren’t able to do or see any of the Highlights listed in the tour description. I requested a 50% refund upon our arrival home. They denied it. I filed a chargeback case with our credit card and received this THREATENING email with the wrong facts from them (photo below). We will be fighting this & reporting Viator to our State Attorney General as we believe threats such as this based on incorrect facts are illegal.