The Viator customer service let me stranded in a tour in Rome, with my family. The Viator agent that was supposed to meet us there didn't even speak English. He was unable to find my reservation in his list, and told me "Call Number." In the meantime he provided headsets to all other people around. I asked him again, this time in my few italian words to please explain what the problem was. He said again "call Number" and turned away from me. In the meantime my family was already anguished and I didn't have a phone to dial a local number in Italy. We saw the tour depart in front of us and we couldn't take part of it. When I came back home I contacted Viator and they told me they couldn't refund my family tour because I was late. This was not the case as we were there on time. Their problem was their records weren't updated and didn't have trained personnel that could speak English in their venues. This company is worthless and their customer service is terrible. Do your research to see how many others have been disappointed with Viator tours.