If I could do zero stars I would. The customer service is garbage. It takes about 20 minutes of research to find the customer service phone number and actually talk to a human. Then it gets worse from there. After ordering a Puerto Rico tour, whic I had to input our weights in the web site prior to confirming. I put my husband's weight as 215 pounds. It allowed the booking to go through without any errors or warning and then I noticed that you could not be over 200 lbs in the confirmation email. I called them immediately to try and resolve the situation and get a refund. Not only did they refuse any refund, but when I asked for a manager, Kelly (the service rep) told me that it won't do any good because the manager will say the same thing she said. When I still persisted to talk to a manager, she put me on hold for a while and then got back on the line and set a manager was not around. She refused to give me a time the manager might be around or take my information to have a manager call me to try and remedy the situation. I had to threaten calling the Better Business Bureau to get any sort of resolution. Eventually I got the tour provider to refund my money as Viator was unwilling to help their customer. I will never use the service again. I will discourage everyone I know from using the service. Trip advisor should be embarrassed of being associated to such a poorly serviced entity.