Things have worked well with Viator when there has been no problem. However, when things went bad and we wanted to count on Viator, that is when Viator did not provide any support. We bought a boat trip in the island of Capri (italy). The ferries to the island were all cancelled due to a water main break related emergency. The island shut down the arrival of all tourists. The news was on all major news sites. Therefore, we could not go to the island. Our hotel and other tour operators were gracious to provide full refunds as things were out of everyone's hands. However, the tour operator for the boat tour booked through capri did not provide us the refund. We reached out to Viator and they did not do anything to help in this case. They simply left it to the tour operator who was not considerate at all. We lost our money and viator made its share of income.