We went to the location and we did not find a group. I messaged the operator through Viator and got no response. I asked other ticket booths if I was in the right place and they said yes. Went back to that spot and found no group. We waited 10 more minutes (well after the start of the tour was supposed to start) and still, no group. I messaged the operator through Viator again to inform them that no group existed and that we wanted a refund. No response.
I finally got an email with screenshots of our tour guide (with NO GROUP) waiting for us. I remember seeing the guy, but he never identifies himself as our tour guide. He never shouted out that he was “the tour group.” Apparently, according to the company, 10 people canceled and we were the only ones in the group. HOW WOULD WE KNOW THAT?!! He looked like just anyone standing around by themselves! How was this, IN ANY WAY, our fault? All our other tours the leader let everyone around him know in a loud voice that he was the guide for the tour. This guy said NOTHING.