Viator Customer Service Fails Miserably - The site was wonderful but Viator failed miserably. We were picked up a little late from our hotel and transported to Ba Na Hills where we met our English speaking guide. The tour we booked was to include the cablecar, buffet lunch, and the English speaking guide. Our tour guide from Happy Tours informed us that the tour did not include anything but the transport. We had the print out from Viator that clearly stated that the transport, tickets and and guide were all included. Our guide suggested we call Viator to confirm the contract. We reached Micah Grace and she confirmed we had all tickets and the guide included and to show the paperwork to our guide, which of course we had already done. We also contacted Rose at Happy Tours only to be told again that only the transport was included. We had no choice but to buy our own 2 tickets for the cablecar and buffet lunch for $104.80 and no guide. We had already paid Viator $93 for the tour. That very evening we sent the receipt for the $104.80 and a copy of our contact to Viator asking for a reimbursement or a credit as we have done many trips with them. The very next day we received an email from Jhunjay that they had reviewed all the information and were unable to give us a refund. We will continue to fight for our reimbursement and we will not use Viator again until this is resolved. If they do not resolve the issue we will not use them again. They will lose a very good customer.