This entire experience with booking through Viator has been an unpleasant event. The tour operator was supposed to provide tickets to the Arizona Memorial and then suddenly said that they could not get tickets and we would have to wait in a standby line (for up to two hours). The tour operator also sent a notification that the hotel pick up was actually going to be on a road at a public transportation stop. As soon as I found out the tour was not going to provide the services for which we contracted, I cancelled the tour as other tour operators were offering the tour with tickets to the memorial. However, as it was under the time limit for cancellations, Viator had already placed charges against my credit card, and despite my contacting the company, they have NOT responded to the cancellation and the reasons for it. They just sent me this automatic message asking me to review the tour! We now have to challenge the charges with our credit card company AND we will cancel all other tours we have with Viator. Very unprofessional.