We are sorry you had a difficult time. Our normal family photoshoot lasts approx. 1 hour there are occasions when it can last 2 hours but NOT with a 2 year old child and new born. Every client gets a 5 FREE PHOTO link and a SMUGMUG link, where they can view all the photo. When the client is nice and fun to work with they usually get more than just 5 photos some do end up buying 3-10 more photos at $3-$7 per photo on Smugmug. Most people are happy with what is included in the free link and have the freedom to request additional photos to be added or replaced from that link. With good communication with your photographer, who works very hard to make sure each family has a wonderful creative experience. Yes Viator dropped the ball on aspects of your reservation, but at no time should you take your hostilities out on your photographer who works very hard to make each family experience very special. AND YES HE DID GIVE YOU ALL THE RAW PHOTOS FOR FREE if the edits on these are not what you wanted a simple editing program will adjust them as you see fit....all the best