Our guide was late meeting us because she didn't realize until that mornng that she had to print out our tickets to the Empire State Building (Really? Hasn't she done this tour before?). She had to stop at a priting shop, which made her late. When she finally arrived at the meeting spot, she gave us paper tickets and sent us into the Empire State Buidling on our own. When we got past security and presented our tickets, we were told we had the wrong tickets. Our guide had given us tickets to One World Trade Center. I called the guide who didn't seem to know exactly what to do. We wasted over an hour in that building tryng to print out the tickets that she had on her phone. She finally had one of the employees print them - actually my daughters took over for her got them printed. Because it was so late at this point, the guide said we could come back to see the Empire State Building on our own at another time. We were on a short vactation with not a lot of time to spare, so this did not make me happy. We then walked around the city for a bit after that. Later, we took the subway to Battery Park, and she made me pay for my group. After paying this tour company over $900, I couldn't beleive they did not cover the subway ride. At Battery Park we had to wait OVER AN HOUR for our new guide to take us to Ellis Island. It was never explained to us that we would be changing guides. In fact the itinerary was never explained to us at the beginning of the day as it should have been. Also on Viator's website it said the tour was three hours long. At this point, we had already gone more than three hours and we still handn't seen the Statue of Libery, Ellis Island or the 9/11 Memorial. When the second guide arrived, he was no better than the first. He has a heavy accent and talks on and on and on, wasting valuable time that we didn't have. When we got to the Statue of Libery, I told him we would be leaving the group and doing the rest on our own because we didn't have four more hours to waste (he had told us we'd be with him for 4-6 hours!) I have done many tours and this was the worst.