We booked the Key West dinner cruise the night before the cruise. We were traveling from Orlando to Key West next day. It supposed to take 5 to 6 hours the most. When we were in Miami, we realized that Highway 1 has a terrible accident and there will be 2 hours delay. We will miss the boat. We called the operator for possible cancellation and was told that if we booked directly with them, there will be no problem canceling and providing a refund but since we booked thru Viator, we have to contact Viator for cancellation and refund. I did and was told by Viator that they will contact the cruise operator and see what can be done. Viator also told me that they need authorization from the operator to refund the fee. I texted the operator immediately to confirm that I can not make it in time and requested for refund authorization. It was a few hours before the cruise. Next day, I called the operator and was told that Viator never contacted them and was told Viator has to make such request. I contacted Viator again and Viator said they already made the request and waiting for reply. It will take a few day. A few days later, Viator sent me a email saying that due to the policy, the trip can only be postponed but not canceled. No refund can be issued. By then, I am back to California already. Viator also said the operator never received my call. I immediately send them the text messages from my iPhone to prove that I did request for cancellation a few hours before the trip but never heard back from Viator. If I booked the cruise directly with the operator. I would have got the refund already and donāt have to go thru all these hassle and still did not get a refund. I have been using Viator for years and this time is really disappointing