We had both a great experience and a terrible experience with Viator in Paris. The Eiffel Tower tour was perfect with a punctual and efficient and friendly host and a fantastic experience. Followed by a very terrible and disappointing experience with the tour to Palace of Versaile. There were 5 of us (we didn't know each other) waiting from 11 a.m. at pick up point. Suppose to pick up at 11:45. We phoned at 12 and were told 'we' missed the bus but 'we' were all there and the bus never came. They refused to send another van or to reimburse us for the trip. Everyone else is going to complain too. Whoever you have in charge of this trip should be fired and find a new company. He was totally rude on the phone. My son and I ended up taking a cab there in back and waiting in line and it ended up being a very costly day. I hope you will address this issue because now I would be afraid to use Viator in the future and I can't tell my friends to use it either. The Versaille trip was in my son's name, David Dehoney. So I would rate you one 'very good' and one 'very poor' Hope you read this. Elaine Dehoney