I never even started the tour. I followed all of the instructions as stated in the confirmation email. I was a 1/2 early waiting in front of McDonald’s at the border. The tour was supposed to start at 1:00 and I got to the correct pickup point at 12:30. No one showed and at 12:50 I called Viator and left a message and never heard back. A few minutes later I got a text from the tour guide telling me to meet on the Mexican side so i drove across,however, he forgot to mention to take the foot path. I texted him when I got across, they let me park at immigration, and he said I had to come to the foot path which was 4.2 miles away from my location. The only way I could get to where they were was to cross back over, park, and find the foot path- I had never been to Tijuana before and that is why I booked the tour. I don’t think he had been there either because he told me to hail a taxi or call an Uber which are non existent at the border. I asked him to give me the address in Tijuana and I could meet them there and he gave me the name of an app to put on my phone. I then tried to cross back, but the line to get back in was very long. I texted him and told him I was on my way, but he said out of respect to the others he couldn’t wait. I am back home in Fla. now and still totally disappointed that a tour guide is allowed to alter a plan at the last minute and that Viator permits this to happen.He kept saying he tried to call and I kept telling him at the border I had no service. In addition to wasting an entire day of my vacation I am now getting charged for additional texts. At the very least I want a refund.