Sorry for the lengthy review but it explains in details what happened to us and why my 1 star. They deserve 0 stars in our opinion and experience. Facts below. I’ve been using Viator for all my travel since 2013 and I consider them a facilitator between me and the tour company like I use American Express. If there is an issue, I expect them to intervene, if not why use them. In all my travels I’ve never had an issue and never needed Viator to intervene. This is the only time I’ve needed them and they failed miserably. I will never use them again. I had a tour in Mexico City to see the plazas and some of the monuments and learn about their gay history. The tour was supposed to start at 10:00 AM Sept 1, 2024. Meeting point was very close to Zocalo a huge plaza and actually zocalo and several monuments within zocalo were part of our tour. The tour even assigned 20 minutes on our own in Zocalo to see the sites. Our taxi ride was supposed to be 14 minutes, around 9:30 we went to the taxi stand, they were right by the hotel, once we were out of the hotel we noted a huge demonstration marching close to our hotel. Since we are TOURISTS how could we know there was a huge demonstration to commemorate the change of the president. When we go to get a taxi they tell us they will not take us to the “centro” since the address we gave them was very close to zocalo in the middle of the historic district and most streets were closed and the crowd was walking towards Zocalo and the plaza. This was the same answer to the 2 taxis behind him. Sadly enough we did not listen to the taxis, we then ordered Uber that was 12 min away again due to road closures and the people marching in the streets 12 minutes turned into close to 18 due to the obvious. He told us he could not get to the address but would leave us as close as possible. As we are taken to our drop spot and now in the Uber I texted with the company told them we were late and they said the tour starts when you get here, no rush. Now I realize why they were so accommodating. Once we get to our destination the Uber driver tells us the walk is a 10 min walk from here just cross the plaza. We had Google maps and start walking to realized the plaza (Zocalo remember part of our tour 20 minutes there on our own) is covered with tens of thousands of people, the equivalent to SWAT present and a huge police presence. Now the walking was much worse since the groups holding flag and arguing peacefully between them made things tense and hard to walk through. As we are trying to go through the crowd and get out one of the side streets one of us ( we were four) was surrounded by 6-7 ladies and a guy came from behind and stole his phone from his pocket. Cash, credit cards, drivers license and phone all in one. We were scared at that point and finally reached a side road and walked as fast as we could to be away from the crowd. I texted them what happened and we took an Uber that took 45 minutes to get to the hotel again due to the manifestations. At that point the tour was not on our minds but cancelling credit cards, phone etc and SAFETY. Things they thought was a mistake. I guess we were to go on with the tour in Zocalo where we were robbed !!! They told us if there was anything they could do to let them know ( in their reply) Next 3 hrs we cancel all credit cards and phone. No financial harm done except from the iPhone and thankfully we were safe. We go for a drink and start just talking about how dangerous was to have a tour knowing this was going on. More so when part of the tour was that same place with the crowd. As tourists we were unaware of this, the magnitude of it, the way to get to them etc etc. Thinking back we should have never gone, but we had no idea what we were getting into as tourists, you rely on the locals. I then reached our to Viator and after several emails their reply was that the tour company refused to give us a refund because ( this is copied from their email) 1. They've received your message 10 minutes before the start time stating you are still looking for taxi. True, due to the manifestations and explained above as explained to Viator in a previous email. 2. At the tour start time at 10am, they've received your message stating you are in an Uber arriving 15 minutes late. True, and they said the tour starts when you get here they knew the issues 3. Scheduled gathering point was more than 1km away from the start point of this tour. Not true, it was 600 meters by Google maps and all roads surrounding the area were close to access. Again we are not locals so have to rely on Uber and google maps. 4. Tour operated as scheduled. Not true they were waiting on us since we were the only ones. There was no hurry on their side. Also see the tour description included Zocalo where we were robbed and it was covered by an ocean of Mexicans impossible to take a tour there. 5. All other participants were able to join the tour. Not true either. We were only ones if there was more people they would have departed and not said take your time we start when you get here. I do not believe they left a guide behind. I might be wrong but is irrelevant based on everything else that was going on there. Truthfully it was irresponsible from them to schedule the tour at the time, date and place scheduled. Canceling or offering an alternative date would have save us from being robbed and ruining our day and possibly body harm. This shows how neither Mexico University Tours nor Viator cared about safety towards their customers. Sadly enough when we realized we were not safe it was too late to get out. Mexico City is a great place and we enjoyed several of the top bars in the world as well as dinning in Michelin star restaurants. We felt safe everywhere except those 7 minutes walking through the crowd that resulted in us being pick pocketed. This could have happened in any big city in a political manifestation like this one but you rely on the locals more so when you’re paying them for a tour to guide you and look after your safety not dragged you to the danger zone. We were never informed of what was going on and to avoid certain areas getting there. Not once. We went to Zócalo next day and enjoyed the beautiful buildings, (the cathedral) and although there was still heavy police presence since I guess there are more festivities upcoming there was no manifestation, no crowds, No danger. I reached out to Mexico University Tour and in their reply they blamed us for trying to go through the crowd, really!! I guess they have never been tourists… we were dropped by Uber, we have no control to where since we did not know the area. Based on all the maps and barricades there was no other way to go or be dropped. We were dropped at the plaza and following Google maps ( as they recommended in their email) and as we do every time we travel. To get around an unknown city. They knew about the manifestation but failed to inform us before 10 AM and never thought they should orient people unfamiliar with the city of what to avoid, to allowed an extra hour due to the situation, to tell our Uber to take a different direction. etc etc etc. So many things were missing. We are 4 profesional mature men in our early 50’s that travel extensively. We have never encounter a situation like this or a company that would not plan ahead knowing a big manifestation is happening around their office and in the tour route. The mature and profesional outcome would have been for them to understand their mistake and rectify the situation. I tell my kids, If you mess up then OWN IT and FIX IT and people will move forward. Both University Tours in Mexico City and Viator failed us and put our lives in danger. There are many other companies read reviews. In this trip we toured the pyramids in with Holidays House Boys a private tour and our guide Rafael was amazing communicating, helping us around the city and worried about our safety. I’ll use them again anytime. I later learned that Holiday House Boys also give this tour, shame I did not use them. They did not tour Sept 1 at 10 AM. Smart!! Attached our Uber ride, times and my communication with the company as well as an article warning people of the manifestation location and times (web address at the bottom for verification) and an article written after the fact talking about the manifestation lasting 2 hrs etc. They match the date, time and place we were going in our tour. Look at the itinerary from their website… 20 minutes in zocalo where the manifestation took place. Also added part of their reply so you guys can judge their attitude. Just the facts above. You guys decide.