Most frustrating experience I’ve had with a company in a long time. Booked a Statue of Liberty with Ellis Island tour. Descriptions of tours on your website are very vague and conflicting as to as to what options are included. When I contacted Viator by phone the experience got much worse. Your call center agents knew nothing about the tours. They were just reading back to me the same descriptions that were on the website. One thing I wanted, and was more than happy to pay for, was a FastLane ticket for the ferry trip to the Statue of Liberty since the regular ferry line can be very long. I’d ask the agent if a FastLane ticket was part of a specific tour and they would always say “yes, can I book it for you now”. I’d then ask the agent why the FastLane option was not listed on the website for that tour package. The agent would put me on hold for 10min, come back and say “No the FastLane is not included, can I book it for you now”. Other times they said they needed to call the tour operator and would call me back. I never got a call back. After being told by a Viator agent that a particular tour did include the FastLane ticket I purchased the tour. My confirmation receipt didn’t mention the FastLane so I called back only to be told that it wasn’t included, there was an upgrade option. I was frustrated that something thing so simple as booking a ferry to the Statue of Liberty had become so time consuming. That said, I was fine at that point to pay for the upgrade. But rather than Viator simply fixing the issue by letting me pay the additional $25 per ticket, the agent told me to call the local tour operator myself. I could tell he wanted me off the phone to get on his next call, as I’d already bought a tour so I was of no value towards his meeting his new bookings quota. The local operator was helpful and I paid them directly for the upgrade for the FastLane ticket. They said that Viator would receive that info and provide me the upgraded tickets. But Viator never had any record of upgrade. After 1hr on the phone with a Viator agent they still couldn’t confirm my upgrade. The agent promised to call me back and never did. Overall I spoke to at least 3-4 different agents and had the similar experiences to the above with each one. What is obvious is how much pressure they were under to book a tour and move onto the next call. I paid Viator $259 and the local operator $100.