We purchased a guided tour package include transport, city tour in Florence and PISA leaning tower walk. The bus was late in the morning and the tour started late. After Florence we arrived at PISA late and was rejected entry to PISA tower. We are group of 15, 13 of us purchased the option of PISA tower.The tour guide admitted she was late from the previous pick up point as she was waiting for 2 customers that were late which she shouldn’t have done it. She promised refund but after we contacted the travel agency they make up all the excuses and lies and refused the refund. Viator advised they have no control of the operators. Do not book with Viator they held no responsibility to the operators. Not helpful when there’s issue. They act like it’s not their responsibility and you don’t get your money back even if you didn’t receive the service.