We did a full-day San Sebastian del Oeste Tour with another tour company last year and had a great time. This year we were bringing different guests, so we wanted to mix up our experience and try Viator instead. Unfortunately we were VERY disappointed. Not only was the tour just lacking in quality over what we had done before (from start to finish), but my mother-in-law was scammed by one of the vendors that they brought us to and encouraged us to purchase from. Here's the longer story, if you want the details:
1. The tour advertised that it would pick us up at our hotel, and then right before the tour, I received an email saying that our pickup location was about 2 blocks from our hotel. This was unfortunate, because we'd brought older guests with us who have issues with too much walking. But we made it work, and stayed optimistic.
2. From there, they picked us up, then made several other stops picking up others, and then routed us to what appeared to be a bus depot of sorts, and had us unload from the current van, and load onto another transportation bus instead, with no explanation. All this transportation/transferring took up a significant amount of our tour time.
3. It was advertised that we would tour in small groups (15 or less, I think it was). Which was technically true since that was the approximate number on our bus, however the Viator company toured several bus loads of people at the exact same time to the exact same locations, so every stop had a big crowd from the same tour company. It did not feel like touring in a small group at all.
4. One of the stops they made on the way to San Sebastian is a jewelry company where they touted the Mexican opal and how special it is to this particular area. My mother-in-law found an opal ring that she liked there (it was quite expensive, but she was excited about it), but it was too big. They said: no problem, they would resize it and deliver it to her hotel the next day. So she purchased it, and was very excited about it. My husband took a picture of the ring to help her remember what she purchased.
5. The actual tour of San Sebastian was very short, and the guide just took us to more stores there to have them sell us stuff. They really didn't tell us about the town, the history, or anything else. We ended up listening in on another Viator tour guide who had a little bit to say while in the church. But overall our time in the town was very brief and not very informative at all.
6. The day after the tour, guess what? The ring was never delivered to our hotel, and no word from the jewelry company. My mother-in-law tried to contact them with the phone number they gave her, but the number just rang with no answer. She was so excited about the ring though, that she decided maybe there was a delay and she'd try again the next day. But 3 days passed, with no word from the jewelry company. She and our hotel concierge tried contacting them repeatedly through various means to no avail. So finally, she cancelled the charge on her credit card. THEN the jewelry company called her and said, they'd run into complications with the sizing, but they'd deliver the ring the next day. Again, the next day: no word from them and no delivery. So now we're on day 5, and my mother-in-law is feeling quite upset about the whole thing, but has given up. Later that day (day 5), when we weren't at the hotel, someone came to deliver the ring. But we had another family member who was there so took a look at the delivery, and noticed that the ring being delivered looked different than the one that my mother-in-law originally picked out - so they took a picture of it, and told them we could come to them at their local storefront to figure it out the next day. That evening we compared pictures: the one my husband took originally (noted in #4), and the one our family member took of the ring that was delivered. They were vastly different - completely different rings. The one delivered was also much smaller in size: both the stone and the setting design. It was not the ring she purchased, and certainly not of comparable value. But she was still hopeful. So the next day (day 6) we went down to the jewelry storefront to see if the situation could be salvaged, she really wanted her ring, and was willing to figure out how to make it work. Not only do they not have her ring, but they treated her poorly in the storefront strongly pressuring her to just pick out something even though nothing they had compared in size and quality to the original ring. She opted out, and left the charge cancelled. They later called her and yelled at her over the phone for cancelling the charge and not picking out a different ring. The whole experience was awful!
*Note that this horrible experience went on for 6 days of our trip and left us with a very unhappy feeling. It nearly ruined our vacation. We've visited Puerto Vallarta several times, and have never been made to feel unsafe or like we're being scammed, except for this. We will never book another trip through Viator for this reason. And we'd encourage you look to another tour company for your next adventure too - avoid the scams that they set you up and lead you through.