We got lost on the way to the meeting point, tried calling the number 10 minutes prior to the start time of the tour but there was no answer. We arrived 15 minutes late and as we expected there was no one at the meeting point. Called the contact number again and this time the call was answered, I asked if we could catch up to the tour group but was advised no and that they had tried to call my mobile - I had no missed calls. They agreed to let us transfer to another day and would send available times to my mobile number ... no message was received as advised. We understand that it was our fault for being late however disappointed we missed the tour and even more disappointed with the customer service provided. We always use Viator for our tours but if this is how your local providers treat regular customers we will have to think twice before making further bookings.