80% of the time , tickets bought via or activities organized by Viator go well. However when locally a problem occurs, Viator doesn't support its customers. We booked a boat trip 5th July to the staten and liberty island NY. Because the local guy at the counter of the tour operator mad a screw up when scanning our tickets we were not allowed on the boat. A refund request was issued the day itself. We had to kindly ask for feedback 9 days later (because no reply from Viator). 3 days later a standard answer was issued that refund was impossible. When I kindly asked for details I got within 30 minutes (!) a standard text saying that everything was revised again (with thorough attention for details..) but the outcome was still the same. Clearly a text written by AI. This is not a professional way to deal with your customers.