We sent a message on Thursday (48 hours prior) through the Viator website that we needed to cancel our Saturday night tour due to illness, and we never received a message back to confirm that we would get a refund. This was the protocol that the website said to take if you needed to cancel. We tried calling the number, and received a voice mail that said "DO NOT LEAVE A MESSAGE - NO ONE WILL EVER HEAR IT! WE ARE OUT GIVING TOURS". We have not received any correspondence from Viator, except for a follow up e-mail to rate our experience.