Booked a skip the line ticket for a 9.30am time slot in Florence 3 days before and the ticket just said pending and no way to contact them to check. They took the money. I managed to ring an Italian customer help line who also said they couldn't help... the day before the booking. She finally gave me an email address...but this was not available on the viator website. A few hours later we got confirmation bit it did not say anything had changed. We turned up at the attraction and they had changed the time to 13.45 but it was not evident until we had got the tickets and lined up for the skip the line! Luckily the person at the attraction was very kind and let us in anyway. I wasted a fair bit of holiday time trying to get through to them and wondering if we could see the attraction. Woukd not book with them again. They need to have a more obvious customer chatline or help email that is manned for tourists in every time zone. Maybe they should not deal with late bookings either.