We used Viator to book tours for two major trips in 2012. First to Hawaii in June then to Australia and New Zealand in September & October. There were no problems with ticketing or arrangements. Of about a dozen tours for the two trips, there was only bad "tour"; and it wasn't really a tour so I wouldn't blame Viator. (That was the Hop On-Hop Off tickets in Honolulu. Part of the problem is the horrible Honolulu traffic & the other was lack of communication regarding bus stop locations by the bus operator.) Will definitely use Viator again when we need to book tours!
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