Title: Awful experience – denied tour, rude staff, no refund, and double charged! I booked the “Edinburgh: Glenfinnan Viaduct, Glencoe and Fort William Tour” for May 22 via Viator. We were denied entry on the day of the tour because we had our 6-month-old baby — something not clearly mentioned anywhere during the booking process. We tried contacting the operator before the tour, messaged them, got no reply. On the day, they were rude, refused any refund, no credit, no alternative, and simply sent us away. Now to make matters worse, we just found out that Viator charged us TWICE for this booking — that’s over £230 gone with no service provided. We are beyond disappointed. This was supposed to be part of our holiday and it turned into stress. Viator completely failed us — no communication, no empathy, no responsibility. Not recommended at all.