Warning to all those traveling and looking for tour with Viator. We have all been there, saving up and planning for the perfect trip and then that day arrives. It is your one shot at this getaway as they do not happen frequently so you hope all of your planning pays off. If you want to know things will run smoothly, do not book Viator, let me explain. When you sign-up for their tours, you must provide your contact information, this, as they state, is to ensure they contact you if there are any changes. Changes can be terrible as an impacted tour might mean you miss out on that great opportunity altogether. Well.. do not rely on them providing you updates nor take responsibility if things go wrong. My wife and I were taking our first trip to Europe, one year in the making. First stop, Switzerland with the goal of going on a mountain. We booked Glacier 3000 from Lausanne with the stop in Montreux to see the Queen recording studio (as advertised). In Lausanne during that week they had the ITU Triathlon World Championship which has been advertised in that city for weeks and roads started being shut down days in advance of our tour (and the race). Remember, Viatour has daily trips, they would have seen this advertised and for days leading up to our trip, saw the road closures and impending potential issues. Despite that, no contact from them, no change in location. The day of the tour came, we arrived at our pickup spot two hours early to ensure we knew where to go and then had the plan to have breakfast while waiting to be picked up. Noticing that the entire area surrounding the pickup area was shutdown to traffic I thought… Maybe I should call them.. though I have heard nothing from their end. I called, the lady that picked up told me to travel across the city to a different pickup point and be ready for 9am. Thankfully, Lausanne has a great train system so we were able to hop on the train and travel across the city to this point. From there we waited (along with another couple who had to proactively call). At 9:20am still no bus… I called again, they told me the bus driver was going to the original location so we had to go back. I explained it was a 20min train ride and the roads were closed so we would have no way to make contact. Their solution… they told me to call the bus driver. I pushed back and said there was already confusion and it was their responsibility to look after logistics of their tour. I was then put on hold for 10mins while the contact centre tried to contact the bus driver. Finally I was told the driver would come to me. At 10am (1 hour into the tour) we were picked up (the other couple were still waiting for their bus). On the bus the drivers phone kept ringing because others were trying to reach him about the pickup (I assume the call center told them to call the driver), this calls were left unanswered.. think.. precious time on your trip, wasted because a tour won’t even tell you a pickup location is changed. Yes, you could reschedule.. but who is in one place long enough with free time? Our tour was cut short by an hour, we paid for that in Montreux. We were only given 30 mins due to delays and the bus driver parked 1km away from the Queen museum. We jogged there, ran through the museum and jogged back… We were dropped off at our pickup location, after the 20min train ride back to the original pickup location, we continued our evening. So, what can be learned here: - Time is precious on a trip, book with a tour company that is respectful of their commitments and communicate change - Book with a tour company that takes ownership of challenges and works with you to find a solution - There are lots of tour companies out there, all priced at similar rates.. do not risk booking with this group, it’s a gamble and that’s something you do not want to worry about when you are getting ready for your trip! Thanks for reading