Viator review: Given false information to sell tickets

On 5/15/25, I was planning a sightseeing trip to Sintra from Lisbon Port for 9/17/25. Concerned about getting back to the ship on time, I spoke with customer service at Viator to confirm that the sightseeing excursion would be back in plenty of time for the ships 6:00 pm departure. I was assured by the agent that we would return by 3:30 - 4:30 as it is an 8 hour tour.
Based on this information, I booked the tour.
The morning of the day prior to our tour, I was contacted by the tour operator notifying us of where to meet and what to expect. As a precaution, I asked what time we would be returning to the ship, notifying him that I was told between 3:30 and 4:30. He said that would be impossible due to traffic and that we would not be back until around 6:00 pm.
I then contacted Viator to cancel because they had given me incorrect information when selling me our tickets and I asked for a full refund due to being given false information.
I was told that I would only receive a partial refund because I was canceling less than 24 hours from the tour time. I wasn’t even contacted by the tour operator until the 24 hour mark and the tour operator said that he’s not responsible for issuing refunds, Viator issues refunds.
Had I been given correct information at the time of booking, I would not have booked the tour to begin with. I received less than 50% refund.

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