We booked a tour of the Royal Palace of Madrid for March 30 at 11:30 a.m. The supplier for this tour was Pancho Tours. We arrived at the meeting point 15 minutes before the tour was supposed to start. Since no tour guide showed up at 11:30 a.m., we called the phone number for Pancho Tours that was listed in the voucher. The lady who answered the phone apologized, saying that they tried to contact us to change the time of the tour for earlier that day. She tried to reschedule for another day but we could not accommodate in our schedule. I specifically asked whether we would be refunded since they changed the time of the tour and she guaranteed that we would get a refund. I contacted Viator 9 or 10 business days later since I didn't see a refund. After contacting Pancho Tours, Viator informed they would not refund us because Pancho Tour replied that the tour left at the regular 11:30 a.m. time that day. I am upset with Pancho Tours because that is a lie and I am contesting the charge with the credit card company since no service was provided to us and it was not our fault. I am upset with Viator for not doing a more thorough investigation and a better screen of their suppliers and, quite frankly, for not trusting their customers.