They are a dreadful tour company. While in Rome on a Viator 3 hour tour of the Vatican and museums, the tour guide told two of us to follow the Swiss guard to the next stop of the tour. She did this in order to help us avoid the brutal sun. She spoke to the guard in Italian and he did not speak English and we did not speak Italian. The guard took us to a spot to wait. The guide never returned to get us. We waited at the spot for 45 minutes. We still were listening on the headsets for the tour and she was obviously very far from where we waited for her because her voice was never again on our headset. When the tour was over, she told our travel agent, who was also in the tour, that she needed to collect money for the headsets we still had in our possession…….no real concern for the two of us SHE LEFT BEHIND, but big concern for her headsets. She seemed to be knowledgeable about the facts, but not a lot of concern about who was following her or not…….just kept moving along. She was not keeping track of the people on the tour. It was very stressful to be left in a strange place when you paid to have a guided tour……..after a complaint was filed, the pat answer came from Viator…..”at this time we are not able to offer you a refund”. They are a terrible, uncaring tour company who is only worried about collecting their money and their headsets. Also,your customer service is useless and a waste of your time. Viator is obviously not going to stand for any quality in their product or guides.