Complaints

This profile includes complaints for Viator, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Viator, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Viator, Inc.

  400 1st Ave Needham, MA 02494-2815

• 

  Viator, Inc.

  777 N Rainbow Blvd STE 300 Las Vegas, NV 89107

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Here is the email I sent to the President of the company last week, without :Last week my wife and I were in ***** and we booked a tour of Sagrada Familia in ********* through Viator for $104.05 per person (May 26, 2025 at 11 AM, Confirmation number: **********). The tour promised a maximum of 9 participants and headphones to properly hear the guide. We actually had 12 participants and no headphones. The site was quite busy and hence noisy and the guide was difficult to hear. When we asked what she could do about the situation, she said move closer to me. In addition, the *************** site offers tours for 30 Euros, far less than the cost of this tour; hence we view what Viator delivered a poor value.On our return to the ***, my wife complained to Viator asking for a refund. This was the reply:Hi *****,Thank you for your patience. We regret to hear about the circumstances surrounding your refund request. Viator strives to make every attempt to address our customers' concerns. Unfortunately, at this time we are unable to offer a refund, since the tour ran as planned. We apologize that you were not able to fulfill your travel plans, and hope that we may be of service to you in your future travels. Regards,Wissal Viator **************** I believe that this is a poor response and that you should be made aware of how it was handled.Needless to say, we are quite unhappy with the situation and will certainly not use Viator again and advise all our friends and relatives of the situation.A response from you would be appreciated

  Business Response

  Date: 06/13/2025

  Viator has reviewed the case. The customer booked the *************************** Tour with **** the Line Ticket for 2 travelers for a travel date on May 26, 2025. The customer has reached out to ********************** to request a refund on their booking as the tour did not operate as advertised. The customer advised the audio headsets were not provided. The tour operator denied the refund request and indicated the tour operated as planned with all the services provided. Viator has also reviewed the advertisement and has reviewed that this tour is advertised with a maximum of 30 travelers. The refund denial decision was forwarded to the customer. ********************** has processed a second review on the booking details and on the advertisement of the tour from the operator, and has confirmed that the headsets should have been provided to the customer on the day to hear the guide clearly.
  
  As the headsets were not provided to the customer on this tour, ********************** processed a partial refund of 50% of the total amount, totaling USD ******. Viator has notified the customer via email of the partial refund processed.
  
  Kind ************************************************

  Customer Answer

  Date: 06/13/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

  The only issue is that we needed to change the credit card account # of the credit card to which this tour was billed because of a hacking issue on our computer.  Can you please advise Viator to contact us for the new account #, which we will not have until next week?  *************, *********************** or ************************* she was the originator of the order)

  Thanks so much for all your help!
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:06/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against Viator, for a pre-paid $558 USD tour that was never delivered due to the operators failure and Viators refusal to issue a refunddespite overwhelming evidence of negligence and false claims.We booked the tour over a month in advance. From that day until the tour date, there was no contact from the operator, unlike every other Viator tour weve booked.On the day of the tour:Pickup was listed as 5:055:15 AM. We were in the hotel lobby by 5:05 ***** 5:45 AM, w/no contact, we assumed a delay (common in ****) and sent multiple messages via the Viator app. No reply was received.We waited over 40 minutes. Viator later falsely marked us as a no show.Viator denied a refund based on demonstrably false claims, including:That our number wasnt active on WhatsApp. Falsethe app is installed and active. No messages or calls were received.That the hotel said we werent guests. False. Attached is our hotel receipt. Staff confirmed no one asked for us by name; only looking for two people was asked and driver left. The video proof shows the driver was present. In reality, a phone notification conveniently obscures the operators voice as he states the time rendering it unverifiable.That we didnt try to reach them. We have timestamped Viator messages sent at 5:45 AM showing we were actively trying to connect.We had no idea this tour was run by Peru Hop until receiving the no-show noticean issue of Viators lack of transparency that prevented us from contacting them directly.Due to this failure, we had to book a last-minute hotel in **** and lost a non-refundable night in ****************** over $700 in loss.We respectfully request the BBB help secure a full refund of $558 and hold Viator accountable for negligence, dishonesty, and failure to oversee third-party operators.Supporting documents available:Hotel receipt Screenshots of unanswered messages Booking confirmation with pickup time.Proof of WhatsApp registration

  Business Response

  Date: 06/08/2025

  The customer booked 2 Day Tour from ****: Nazca Lines Flight, Paracas, and ********** for a travel date of 
  6/5/2025.  In out investigations can confirm that the customer requested a refund from the supplier on June 5, 2025 through CLC communications.  There are no records showing that the customer ever reached out to the ********************** *************************** to request the refund so we are not aware of the customers concerns.  We have now reached out to the local tour operator on the customers behalf to intervene in a refund request.  We have also contacted the customer to advise that we are working with the supplier in regards to the issue and will be in touch with an outcome within 72hrs.  We appreciate all customer feedback and look forward to assisting our customers. 
  
  Sincrely,
  
  ********************** ****************

  Customer Answer

  Date: 06/10/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own a tour guiding business. I receive 95% of my bookings through viator. Over 10 days ago I found out that my business, caribou tours, is no longer listed on their website because of the digital services act. I sent viator the needed information for reverification to become compliant with the digital services act immediately. Since then, I have called viator daily and am told to just wait and they have no idea how long verification will take and cannot contact the verification department. Meanwhile, my business is at a standstill, I'm receiving no new bookings and losing out on thousands of dollars of potential income.

  Business Response

  Date: 06/03/2025

  Viator has reviewed this request. Unfortunately, Viator **************** is only able to assist with booking-related issues in the service center. 
  
  To address questions about updating the account on Supplier's Platform, answers can be found in the *** section of the Supplier ************ From the ************ each supplier may also contact our Supplier Support team by selecting the "help" button in the lower-right corner and choosing your method of contact. Viator provides a 24/7 live chat and phone support. For the supplier's assistance, direct links are found below:
  
  ********************************************************************************
  
  Kind Regards,
  Viator Customer Care
  
  

• Initial Complaint

  Date:06/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a tour in ***** through this company have paid and confirmed email was told to meet for pick up at 415 at a location was at location from 330pm till 445pm no show and company will not refund money as said I should have taken picture at pick up spot

  Business Response

  Date: 06/03/2025

  Viator has reviewed the case. On May 27, 2025, the customer placed a booking for an Aruba Ecological Horseback Ride experience scheduled for May 28, 2025 for a total amount of USD ******. Viator has reviewed that the tour operator notified the customer via email the night before the tour of the exact pick-up location and pick-up time. 
  
  The customer has reached out to ********************** ************* to request a refund as they indicated the tour operator did not show up at the agreed pick-up time and pick-up location on the travel date. The tour operator has initially denied the refund request. Viator has done a second review on the investigation and communicated with the tour operator. Viator has processed a full refund of USD ****** on this booking on June 3, 2025 as requested by the customer on the statement that the tour operator did not show up at the agreed pick-up time and location.
  
  Kind regards,
  Viator *************

  Customer Answer

  Date: 06/03/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:06/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Viator, who is owned by ************, gave me another companies Trip Advisor listing without consent of the owner. After months of talking with support, they finally gave back the listing to its rightful owner, with one problem, the "Owner Information" stayed with my info. Now Trip Advisor tells me to talk to Viator, and Viator tells me to talk with Trip Advisor to have it fixed. This is making my business look bad having my info on another listing. The other business listing with MY information on it: ***************************************************************************************************************************** MY listing: ********************************************************************************************************************************************

  Business Response

  Date: 06/03/2025

  After reviewing the customer's inquiry, ********************** has sent a message to customer asking to reach out to supplier support team directly due customer support team is only able to assist with any booking-related inquiries.

  Kind Regards,
  Viator Customer Care

• Initial Complaint

  Date:05/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked boat tour in ********, ******. The weather was horrible, as it was very windy and rainy. We called the boat company and they stated that they highly recommend we cancel on viator and we will be fully refunded. They did not want our kids/us on the boat and clearly stated that they would turn us away because we have kids and we need to cancel on viator to get our refund. We did so and still havn't received a refund. Viator has been hard to reach.

  Business Response

  Date: 06/03/2025

  Viator has reviewed the Better Business Bureau complaint with the details provided by the customer. ********************** is unable to locate any booking using the customer name, phone number or email address for a boat tour experience in ********, *******
  
  Viator recommends the customer to contact ********************** ************* regarding their refund request via phone at ************** toll free from the US or from any other country at ***************, or via LiveChat from the ************************** website.
  
  Kind regards,
  Viator *************
  
  

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Thursday May 22nd we were supposed to have a guided tour of the Coloseum and Forum. When we arrived they had switched the names on the tickets so the child was listed on the adult ticket and the adult name was on the child ticket. The agent at *********** said as a result we could not go on the tour as the security at the ********* would not let us in. He said to reach out to Viator if we explained the situation we would get refunded. When U reached out to Viator they said when they reached out to Crown Tours they would not refund us. We need refunded as we did not go on the tour.

  Business Response

  Date: 05/25/2025

  Viator has reviewed the case. On May 14, 2025, the customer has placed a booking for a ****: Colosseum, Roman ****** and Palatine Hill Guided Tour on May 22, 2025 for 3 adults and 1 child at a total of USD 354.65. 

  
  At the time of booking, customers are prompted to select the number of travelers along with the age range of each traveler. On the checkout page, customers are prompted to add the following details for each traveler : the first name, the last name and the date of birth. The checkout page clearly displays which traveler is within the Adult age range and which traveler is within the Child age range to avoid any confusion. The tour operator of this booking, Crown Tours, issued tickets based on the information provided at the time of booking, which are named tickets including the date of birth of the traveler. Viator has reached out to the tour operator to request a refund on the booking. The tour operator has denied the refund request as they were ready to fulfill this booking. They issued 4 valid tickets, reserved spaces for 4 travelers for the customer booking and these spaces could not be sold again. As such, a refund will not be provided on this booking.
  
  Kind Regards,
  Viator Customer Care 

  Customer Answer

  Date: 05/25/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as 

  The Viator site did not ask for each customers date of birth.  That is not true and I did not provide that information prior to booking.  Also if this was the case why did the gentleman at the tour guide office of Crown Tours tell me to contact Viator and we would be issued a refund if that was never intended.  Was it just to get me out of their office and then dismiss me via phone and email.  I would even accept a partial refund to cover the ticket cost but I do not think it is fair to pay for a tour guide that we did not get to experience.  The tickets cost $18 each and the tour total was $354.  I would even accept a refund of $200 to more than cover ticket cost.  
  

  Heather

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Heather

   

   

  Business Response

  Date: 05/27/2025

  
  
  Viator has made a secondary reviewed the case. It is advised in the Experience Page at Viator's website, under the Additional Info Section, with the following: 

  "Each traveler must present a valid passport or ID document that matches the name provided at the time of booking for successful entry to the Colosseum and Roman ********************* provide the full names of all travelers when booking. Failure to present a voucher with all travelers' full names at the ticket office prior to entry may result in denied entry to the Colosseum and Roman ************************* that Viator tried to assist the customer's cancellation attempt, together with a refund request, reaching out to the tour operator, who has denied the refund request as they were ready to fulfill this booking. The Operator issued 4 valid tickets, reserved spaces for 4 travelers for the customer booking and these spaces could not be sold again.

  Based on all available information, Viator is unable to issue a refund for this booking.

  Kind Regards,
  Viator Customer Care
  

  
  

• Initial Complaint

  Date:05/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked 4 day trekking tour viator thereafter booked the flights to ****. Transaction date was May 3rd 2025. Paid close to $2000 to the operator.Later on, i inquired directly with the operator and found out that tour is not on and its already booked, which viator had no knowledge off.this is the second time it happened with viator where they incorrectly advertise the tour.I booked my flight tickets after viator confirmation. Now due to this viator goof up my flights tickets, hotel booking ...all will be wasted.

  Business Response

  Date: 05/25/2025

  Viator reviewed the booking details. On May 3, 2025, the customer placed a booking for a Classic Inca Trail to ************ (4 Day) experience for a travel date starting on July 18, 2025. The tour operator allows Viator to sell this product with instant confirmation to our customers. At the time the booking was made, the tour was available, and Viator had not been advised to stop selling the tour on this date. The customer contacted ********************** on May 19 to cancel the booking as the tour operator informed them that the tour would not operate on the selected day. Viator has requested a refund to the operator and has processed the full refund of USD ******* on this booking on May 22. The customer has been notified via email. ********************** has emailed the customer with alternative tours available to book on the platform for the same travel date. 
  
  Kind regards,
  Viator *************

  Customer Answer

  Date: 05/25/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  I booked international travel tickets based on the availability of 4 day hiking tour and now I have no reason to travel to ****. I can show airline tickets which I booked after booking the hiking trip with viator

  also if I would have not inquired with tour operator Viator would have left me stranded on the day if tour as they have done to me and my family one month back in ***** with pyramid tour.

  isnt it Viator responsibility to keep system updated with latest on whether tour is on or not

  totally unacceptable!!

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Rohit

   

   

  Business Response

  Date: 05/27/2025

  By way of reminder, Viator, Inc. provides all customers with an online platform through which they are able to make a booking directly with the operator. During the booking journey, it is clarified in the Customer Terms of Use governing each booking.
  
  Below, it is found a copy of the Terms of Use for reference: ***********************************************************************. In particular, Viator reiterates that "we [Viator] are not a travel or tour agency, and we do not provide such experiences ourselves. When you make a booking, you will be purchasing a tour, ticket or other service directly from the third-party supplier":
  
  Section 1.1, 1.3 and 1.4 (Introduction): this sets out an introduction to Viators business, and the roles that Viator, Inc. and the operator play in any booking. 
  
  Section 10 (Products and Booking Reservations), which goes into more detail about Viators role as the provider of a platform through which you contract with an operator, and explicitly states that "Viator will have no liability with respect to the acts, omissions, errors, representations, warranties, breaches or negligence of any Supplier or for any personal injuries, death, property damage, or other damages or expenses resulting from your interactions with any Supplier."
  
  Section 18 (Our Liability), which explains in detail the extent of Viators liability in relation to any booking. 
  
  At this moment, should the customer wish to pursue additional compensation beyond the refund already issued by Viator for the cancelled booking, the customer may contact the operator of the tour directly.
  
  Kind Regards,
  Viator Customer Care
  

  Customer Answer

  Date: 05/28/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [such a good way for company like viator to cover behind the scene by showing legal documentation, do they expect customer to see such details while booking?.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Rohit

   

   

• Initial Complaint

  Date:05/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked an excursion through trip Advisor. I wanted to change the date of my excursion. There wasn't an option to change it, so i tried to reschedule and then cancel. The website said most tours could be canceled within 1 day, but if this isn't an option the cancel tour button would not be visible. The option was there. So I scheduled a new tour. When I went to cancel the original booking, I found out there was a 100% cancellation fee. I tried to contact trip advisor, who advertise 24/7 support. I couldn't find a phone number, and the messaging system didn't work. I'm very frustrated!!

  Business Response

  Date: 06/03/2025

  Viator has reviewed the case. On January 5, 2025, the customer placed a booking for a Colosseum Arena Floor, Roman ***** and Palatine Hill Guided Tour experience with a travel date on May 21, 2025 and for a total amount of USD 167.86.
  
  This tour has a Flexible Cancellation Policy. For a full refund, the customer must cancel at least 10 full days before the experiences start time. If the customer cancel less than 10 full days before the experiences start time, the amount paid will not be refunded.
  
  Viator confirms this information was present on the tour description page at the time of booking, as well as on the checkout page at the time the customer placed and confirmed this booking. The tour operator has reserved spaces for the customer's party for this tour and issued valid ticket for the selected date. Costs have been incurred for this booking for the tour operator. Therefore, Viator is unable to offer a refund on this booking. Viator has emailed the customer regarding the refund request outcome.
  
  Viator ************* is reachable via phone, email or chat. Viator and Tripadvisor ************* contact details and contact features are present on ************************** and ***************.
  
  Regards,
  Viator *************
  
  

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an excursion in ******** and the customer service is horrible and not reliable. They have two pick up locations ***** at 8am and shinjuku at 830 but I called to verify and the guide advised that they did not have the 830 stop this morning so we started to turn around then later I called again because I felt like it was false advertising. He hung up on me twice then he decided to do the 830 pick up but I did not make it on time because of his lies and bad customer service

  Business Response

  Date: 05/19/2025

  Viator has reviewed the case. The customer purchased the experience Tokyo Day Tour in Mt. ****, Lake Ashi Cruise and Owakudani Cable for a travel date on May 14 for a total amount of USD ****** and selected the meeting point option "8:00am - *************".
  
  Viator has reviewed the tour operator Hotel Takitei messaged the customer the day before the tour with instructions on where and how to locate the guide at the ************* meeting point. Neither the customer nor the tour operator Hotel Takitei reached out to Viator **************** prior or after the travel date regarding a confusion in the starting time or meeting point. 
  
  The customer booked for the option "****** - *************" and advised they did not attend the tour because the tour operator informed them that the other option "8:30am - ****************" was unavailable. Viator has reached out to the customer via email to request a clarification on where and when the customer waited and for additional details of communication with the tour operator. Viator will communicate with the customer via email regarding their refund request.
  
  Kind regards,
  Viator *************

  Customer Answer

  Date: 05/20/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******