We've had a few successes with Viator so this is leaving me completely puzzled. On May 8, 2025, we…read morewere supposed to meet someone at the Henry IV statue at the Pont Neuf bridge at 3:15 to get our tickets for the 3:30 tour. We got there early enough to have lunch and walk around a bit. At 2:30 we went over to the statue and sat on a bench to enjoy the sights and wait for our tour. at 3:20, no one had showed up with tickets. We called the tour provider and they said they had notified Viator that this specific tour was oversold and that we were moved to the 3:00 tour. NO ONE ever told us. ON top of that, we were at the location at 2:45 (the time they said we needed to get the tickets at the statue) and NO ONE was there. We called Viator and they said we were considered "late" and they could not refund us, despite the fact that we were way early. at 3:37 pm, we received an email from Viator saying that our tour had changed to 3:00 pm and we needed to be at the statue at 2:45. nearly an HOUR after the time we were supposed to be there, they notified us. However, we WERE there. Viator still claims they cannot refund our tickets. I'll add, the email they sent us had a 3:00pm timed ticket to enter Notre Dame on our own, but we received it 37 minutes too late. This was a once in a lifetime trip, and to miss such a highlight as Notre Dame, after we've taken so much time to plan ahead, and pay nearly $200 for this unique experience.