We had booked a cooking class in Lucca Italy for Oct 18th at 5pm. On the ticket it listed a remote location to be picked up due to the fact the class was at a private home. We arrived at the assign location at 4:45 and waited until 5:30. I tried to contact Viator because there was no phone number for the class operator. The Viator agent told me I had the wrong day! I explained the i was looking at my ticket and it was booked for today. The agent was very rude and had no solutions. We had paid in advance $645US. After several conversations with Viator they are unwilling to refund any of our money!! This is completely unacceptable! Our ticket showed a location to meet at and we were there. There was no contact information about the cooking class operator to call for help and the Viator agent was rude with no help. This was an expensive class and I don't feel we did anything wrong. To not be refunded is just wrong!! I will never use Viator again!!