I would have given this a negative rating if I can. We booked this tour because it fitted into our first day schedule in Rio and it was our first visit to Rio.
Actually this is a glorified expensive hop on and off bus tour which was not mentioned. First we waited across the street from the hotel they specified as a red bus, when it arrived, a young guy who hardly spoke English would not let us on. I argued with him I was instructed to wait for them by Chiara from the office. He said the bus was not it. So we waited a while and I then texted Chiara and asked him what was going on. He said we must have missed the bus and asked us to walk to his office and the clerk will reschedule us for a later ride. So we walked down Atlantica Ave towards the address and as it turned out to be several blocks under a hot sun in close to 90 degrees weather. While we were walking, a guy riding a fast bike snapped my wife's gold necklace. She was startled but luckily she only got a scratch on her neck. When we arrived at the office, the clerk told us to wait in front of the office. So we waited for 30 mins under the hot sun before the bus finally arrived. This time, an older guy let us on but he told us we only got 1 round of the ride which was about 2 hours, not 4 hours as advertised. His English was not much better. We were not happy but resolved to the fact that we are at least on the bus. About an hour's ride, the guide told us to debus because his shift is ending and that another bus will come in 12 mins to finish the tour. The bus did come and guess what, the tour guide was the one who refused us to board before. I asked him and all he said was he misunderstood. We then finished the tour.
This is my first transaction with Viator. If it wasn't for the second day trip I booked through Viator and the pleasant experience it turned out, I would have never wanted to use Viator again. I think Viator should be wise to delist the tour operator and not pay them for what pain they have caused us. We deserve a full refund. Don' anyone take this tour!!!!