I booked a trip. Contacted the tour operator a day before to confirm that I would be waiting outside in the lobby at 7:20 am for an 8 am trip. No one showed up. My hotel called the tour and they said to waiting outside in the lobby from 8:00 am to 8:15 am. No one showed up. Called again (via my hotel) and they decided not to pick up the number. Then called with a different phone and they picked up. The tour started yelling at my husband (he was not mean to them) and then hung up. In the meantime, I am speaking with Viator and they claim non-refundable ticket and they aren't doing anything about it. So then tour tells Viator that I booked on Christmas but I changed the booking to the next day (I did not). Viator is blaming me for changing the date. Meanwhile, the tour is offering us a tour the next day and a free airport transport (total value is 20 US dollars). We cannot accept because we booked another tour with Viator the next day. After Viator claimed that they cannot refund, they are trying to refund after they realize that my messages to the tour PROVE that I had a tour and asked about the pick up and never changed the date of the tour (as alleged by the tour company). They KEEP trying to offer a refund and I continuously remind that they my ticket is non-fundable (as claimed by Viator) and I wanted someone to pick me up right now to go on the tour. Viator held no accountability. Said they have no fault because they are just a platform and not the vendor. Our issue is with the vendor and not Viator. They immediately offered the refund that they said they could not do (my credit card refunded me the same day) and that we it. I had to cancel my next day trip and rebook everything through a hotel - My total loss was $203 dollars from Viator and 200 for the rebooked trip (the trip total was $400 but I would have paid $200 if not for Viator).