Complaints

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

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  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:10/15/2024

  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 p***aid $70.72 (confirmation # **********, booking ref #**********) to Viator Trip Advisors on 8/26/24 for two **** the Line Priority Entrance tickets to ********'s Accademia Gallery for 4 pm on October 3rd. When we arrived, we were told by the Viator *** that we had to go to the end of the line like everyone else, even though we paid extra to skip the line. He gave us our two tickets which were only 20 euros each ($43.56 for 2 tickets). The line was 5 blocks long and it was pouring with rain. By the time we got to the end of the line, we noticed that the *** had given us tickets for the 2:45-3 pm time slot! We were completely ripped off. We paid about $27 extra to skip the line and then had to go to the back of the line in the pouring rain, and were also given tickets that were for an hour beforehand. We ended up not waiting as the line was so long and the Accademia closes at 6 pm, so we would not have had the time to enter the gallery because of the long lines, assuming the tickets were even good as they were for an hour beforehand. I am attaching our booking info showing the 4 pm time slot and the ticket they gave us for 2:45-3 pm.

  Business Response

  Date: 10/16/2024

  Viator has reviewed the case and sent the first refund request to the local tour operator. Viator is in the process of reviewing your booking details, and have forwarded the relevant information to the tour operator.
  
  If the customer has any additional documentation or information regarding your request, the customer may respond to this email directly.
  
  Viator appreciate your patience while working on a resolution.
  
  

  Kind Regards,
  Viator Customer Care

• Initial Complaint

  Date:10/15/2024

  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 paid $1,395.64 for a table reservation for two people at Oktoberfest on September 21st, 2024. On arrival to the Oktoberfest tent, our guide told us that they had no table available for us and we were completely on our own. Given that the booking was for a table reservation, and we were given no table, I expected to have no problem getting a full refund from Viator. The tour operator approved only a 30% refund, despite providing nothing. Viator continues to refuse the refund through a very opaque and unfriendly process. You can see in the attached pictures the communication the day of the event. It is currently noted in central standard time, the time on the day was 7 hours later. You can see in the image that I reached out to the operator at 5:17pm, over an hour after the table booking (booked for 4pm). There was no response from the operator until 7:11pm, over 3 hours after the booking.

  Business Response

  Date: 10/16/2024

  Viator has reviewed the case. The customer booking a Mnchen: Oktoberfest Abend Tischreservierung im ***** Bierzelt through Viator with a travel date of 9/21/2024. The customer contacted us to request a refund on 9/21/2024 to advise no table was provided to them. Viator contacted the tour operator Lastminute Munich and they advised "On-site, the customer received the beer and meal vouchers as stated in the offer and was escorted to the tent. Due to the high demand on the day of the event, there were difficulties in finding the correct table for the entire group. However, this issue was resolved, and all services were provided as agreed" The guest has received a 30% partial refund provided by Lastminute Munich. Unfortunately we are unable to provide any additional refund. 

  Kind Regards,
  Viator Customer Care
  
  

  Customer Answer

  Date: 10/16/2024

  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.

  No, the tour company is blatantly lying about providing the table. You can see in our communication that they did not even contact me until more than 3 hours after the reservation time. But they did NOT provide the table and did NOT fulfill the reservation. This is absurd that this matter is being handled so poorly.
  

  
  FAQ
  
  Regards,

  Brody

   

   

  Business Response

  Date: 10/18/2024

  Viator has reviewed the case. The customer booked a Mnchen: Oktoberfest Abend Tischreservierung im ***** Bierzelt with a travel date of 9/21/2024. The tour operator ********** Munich advised that an alternative table was arranged and full service was provided. The tour operator Lastminute Munich also processed a 30% partial refund to the guest. Unfortunately we are unable to provide any additional refund.
  
  Kind Regards,
  Viator Customer Care
  
  

• Initial Complaint

  Date:10/14/2024

  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.

  the original transaction was made on June 27, 2024, for three Eiffel Tower Tour with Top Floor Access tickets. this was scheduled to take place on July 27, 2024. i was told at the time of booking that i would receive an email with instructions prior to the event date. i did not. tour operators were to meet us at ********************** at 6pm. we were at the meeting point at 5:30pm and waited. we contacted Viator AND the tour operator via the Viator app and were told that the tour guides were at the meeting place - which wasn't the case as we (a party of three individuals) were standing and waiting. we were never granted access to the ************ and have been battling for a refund ever since. it's extremely interesting how Viator blames us for this matter when we also had tickets to the *************** that same evening and were able to access with no issue whatsoever. the alleged tour guide for the ************ never appeared, and Viator has refused to refund the amount of this tour.

  Business Response

  Date: 10/15/2024

  Viator has reviewed the case, and its records indicate that a chargeback has been submitted for this transaction.  Once submitted, all correspondence regarding further action or resolution will be escalated to the Chargeback team. Viator's customer service team is unfortunately unable to assist with any further requests. 
  
  Therefore, the Chargeback team will be in touch with the customer's bank or credit card provider during this process.  Should the customer have any further inquiries regarding the status of your chargeback, they will need to reach out to their bank or credit card provider.
  
  Kind Regards,
  Viator Customer Care
  

  Customer Answer

  Date: 10/15/2024

  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 have literally spent almost 3 months attempting to resolve this matter with Viator.  i reached out to Viator directly the day of the event to inquire where the tour guide was.  i was told that i would need to purchase additional tickets if i wanted to access the *************  i have then contacted my bank to have payment stopped as i did not receive this service and Viator actively fought against providing my refund. as i stated in one of my emails to Viator, i have been a customer for well over 10 years using a different email account ****************************** that said, Viator has decided to respond to a loyal customer advising that the 3rd party contractor DID show up, when myself and my two guests stood in the rain waiting for their arrival, which never happened.  there were real time Whatsapp discussions with Viator and (allegedly) with the 3rd party contractor - and NO ONE has felt the need to make me whole in this situation.  again, this is especially disturbing considering the number of events i've purchased in the past, to include a additional excursion that took place that same day that was purchased via Viator and greatly enjoyed.  at this point, however, Viator continues to pass the ball/kick the can down the road in taking responsibility for this matter. 
  
  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,

  Jade

   

   

  Business Response

  Date: 10/18/2024

  The customer has initiated a chargeback with their financial institution and Viator cannot provide assistance with issuing a refund. The customer will need to follow the chargeback process as described by their financial institution. Once a decision has been made after the investigation performed by the customers financial institution they will reach out and advise on the outcome. As stated above the customer will have to await the decision from their financial institution.

  Kind Regards,
  Viator Customer Care
  
  

  Customer Answer

  Date: 10/21/2024

  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 ************************************* institution has closed this matter because Viator disputes the validity of my claim, despite the mountains of evidence I provided showing that made multiple attempts to contact the vendor day of the event to access Eifel Tower and subsequently to request refund.  The fact that Viator is now saying that any hold up is because i requested a chargeback from my bank, when they're fully aware that this request was closed by my institution and thusly, i'm pursuing resolution via BBB, that speaks volumes about your company's ethics. I was a very loyal customer for over *******, and to have to endure this much upset to resolve a matter created by Viators unscrupulous contractors is very disappointing. But I would appreciate if Viator stops placing the ball in my court when they are fully aware of the situation and where it currently stands. 

  
  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,

  Jade

   

   

  Business Response

  Date: 11/03/2024

  The customer independently made this booking on 6/27/2024.  The terms and conditions of this tour is, " If you cancel less than 24 hours* before the experience's start time, the amount you paid will not be refunded.  Any changes made less than 24 hours* before the experience's start time will not be accepted".  The terms and conditions must be acknowledge before a booking can be confirmed, which the customer must agree to at the time of booking.  According to the correspondence we received from the local tour operator, the customer did not make the meeting point in time.  The local tour operator has sent Viator **************** proof that the tour did operate on time that day.  Viator then receives a notice that the customer filed a chargeback.  Once a chargeback has been filed it is now left up to the customer's financial institution and the ********************** Chargeback Team the outcome of the refund.  After the chargeback investigation was completed, the customer bank ruled in favor of **********************.  Although  Viator understands the customers dissatisfaction with the outcome if this case, Viator is not able to process a refund in this case as Viator must uphold the terms and conditions. 
  
  Warm Regards,
  
  Viator ****************

  Customer Answer

  Date: 11/09/2024

  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. 

  [This vendor is pretending to NOT understand the nature of my complaint.  the 3rd party contractor is LYING when they state that I and my party were not at the meeting spot.  I reached out to Viator AND the contractor to confirm and receive guidance to no avail.  Additionally, after looking at reviews on the website, I see that multiple other customers have been victim to this scam. The vendors response advises about cancellation policy - i have been a LOYAL customer with ********************** for more than a decade.  In fact, the day of this event, i had one additional outing scheduled which the 3rd party contractor honored with no issue (because they showed up to the meetup site as was directed.  ************ institution may have ruled in your favor, but it is ONLY because they hadn't requested ANY background information from me.  i am dealing with them separately regarding their lack of follow-up and follow-through with me as it relates to this matter, however, with respect to Viator and this 3rd party contractor, you are very well aware of the the unscrupulous nature of your company and the contractor in this matter.  i will NOT be utilizing your company services moving forward because you clearly think $126.46 is worth more than maintaining relationships with your customers.  But in addition to no longer using Viator, i will continue to pursue resolution of this matter.  Viator states that the 3rd party contractor showed proof that they were at the meeting spot.  But no one has asked me for proof that I was at the meeting spot, which i find particularly interesting.  I am STILL in possession of the WhatsApp chat with Viator **************** where i AND the ********************** agent attempted to reach the 3rd party contractor to no avail.  the treatment that i have received from this company is completely unacceptable.   ]
  
  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,

  Jade

   

   

• Initial Complaint

  Date:10/10/2024

  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 do not receive any service but i was charged for $220.please give me an respond of this order as i do not receive any service.confirmation id ********** I am requesting a refund for this booking because we encountered significant issues on the day of the tour. Due to the driver getting lost, we arrived late a little bit at the meeting point. Before 9am, we immediately contacted the local operator to request a time adjustment, but our request was refused. And they ask me to book a new appointment at 12:00pm for another $220. Thats really ridiculous. We tried to contact them again to see if we can change to the 12:00pm trip, but no one answered.Additionally, there was no local office or staff present at the meeting point, and we did not receive any services from the company. We waited at the meeting location for 2-3 hoursunder difficult conditions, feeling exhausted and overheated. We really want to get to the tour but no one answered the call. Given that we were unable to participate in the tour and did not receive any services, I am kindly requesting a refund for this booking.Thank you for your understanding, and I look forward to your response.

  Business Response

  Date: 10/14/2024

  Viator has reviewed the case, and it's records indicate that a chargeback has been submitted for this transaction. Once submitted, all correspondence regarding further action or resolution will be escalated to Viator's Chargeback team. This means that Viator's customer service team is unfortunately unable to assist with any further requests. 
  
  The Chargeback team will be in touch with the customer's bank or credit card provider during this process. For any further inquiries regarding the status of the chargeback, the customer should reach out to their bank or credit card provider.

  Kind Regards,
  Viator Customer Care

  Customer Answer

  Date: 10/14/2024

  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 appreciate Viator's response; however, I must reject this resolution. The ********** team has not provided any follow-up on my requests, nor have they offered any refund measures for the transaction in question. Despite multiple attempts to reach out, I have not received any communication or assistance from the Chargeback team. Therefore, I am still seeking resolution directly from Viator regarding my complaint, as my concerns remain unresolved.
  
  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,

  Xiaotong

   

   

  Business Response

  Date: 10/18/2024

  Please be advised our team contacted the guest via email on Thu Oct 10 2024.
  The customer has initiated a chargeback with their financial institution and Viator cannot provide assistance with issuing a refund. The customer will need to follow the chargeback process as described by their financial institution. Once a decision has been made after the investigation performed by the customers financial institution they will reach out and advise on the outcome. As stated above the customer will have to await the decision from their financial institution.

  Kind Regards,
  Viator Customer Care
  
  

• Initial Complaint

  Date:10/09/2024

  Type:Sales and Advertising 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.

  We paid for a tour of *******************. Not only was the tour cancelled we were never notified. We wasted time and gas driving to the place. We called the booking people and they said they had to send an email to someone. We are still waiting for our refund! No on has responded to emails. We want our money back.

  Business Response

  Date: 10/10/2024

  Viator has reviewed the case. The customer booked a Wildlife Tour of Indian River Lagoon with Experienced Captain through Viator with a travel date of 10/7/2024. Viator is aware of the severe weather and hurricane currently in Florida. Viator has now canceled and refunded the booking due to inclement weather and we have notified the guest.

  Kind Regards,
  Viator Customer Care
  
  
  

  
  

  Customer Answer

  Date: 10/16/2024

  [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 #22402756. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Megan Bozarth

• Initial Complaint

  Date:10/09/2024

  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.

  Dear Mrs *********** dear TripAdvisor executive team,I booked booking ********** a few months ago and after booking it, the tour operator forced me to pay more in order for me to keep the booking. As you can see in the exchanges of messages (then later by email), they were saying the price was wrong and I had to pay. Because of that I had to pay even more money and as I just finished it, I can tell you that some of the services they were supposed to offer (last lunch), were not complimentary. These people are thieves and theyve taken hundreds of dollars from me outside of Viator.I am asking for a refund as this is now a way to treat a customer.

  Business Response

  Date: 10/10/2024

  Viator has reviewed the case. The customer purchased a 5 Days Gorilla Safari ****** through Viator with a travel date of 10/2/2024. Viator is currently investigating the customers claims and we have reached out to the tour operator Nkuringo Safaris to find out what and how this issue transpired and if any refund is due back to the customer. We will notify the guest via email once the supplier replies.
  
  Kind Regards,
  Viator Customer Care
  
  

• Initial Complaint

  Date:10/08/2024

  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.

  Complaint Against Viator:Incident Description:I booked an *** riding tour through Viator for October 14, 2024, with a total cost of $143. Unfortunately, all my flights were canceled, and I was unable to travel to the location of the tour. As a result, I had to cancel all my planned attractions, including this *** tour.Issue:While I successfully received refunds from all other attractions and service providers for my canceled plans, Viator refused to refund my payment for the *** riding tour. I contacted Viators customer service to explain my situation, emphasizing that the cancellation was due to factors beyond my control. Despite my attempts to resolve this matter, I encountered significant resistance, and they ultimately denied my refund request.Resolution Attempts:I reached out to Viator multiple times, but their customer service team was uncooperative and did not provide a satisfactory resolution. This experience has been frustrating, and I feel that Viators refusal to issue a refund is unfair and inconsistent with how other companies handled similar cancellations.Conclusion:I am filing this complaint to express my dissatisfaction with Viators customer service and their handling of my refund request. I believe their practices are deceptive, and I hope that this matter will be addressed to prevent others from experiencing similar issues. The unforeseen circumstance was Hurricane ******.

  Business Response

  Date: 10/08/2024

  The customer booked the Miami ATV Xperience: Ride Day & Night, FREE Passenger, Pic & Vid Tour on 9/30/2024 for a travel date of 10/14/2024.  The customer contacted ********************** **************** on 10/7/2024 due to an upcoming hurricane warning in ********  Viator **************** submitted a refund request to the local tour operator on the customer's behalf.  The local tour operator did denied the refund stating that the tour is a week out and they will be operating during that time.  The customer wrote ********************** stating that they would not be able to get to ***** during this time as their flights are delayed due to the hurricane warning.  Viator Contacted the supplier via phone on the customer's behalf and was able to approve a full refund to the customer on 10/8/2024.  A full refund has been processed to the customer for this tour.  
  
  Warm Regards,
  Viator Team Support

• Initial Complaint

  Date:10/07/2024

  Type:Order 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 was hired to do a job as a virtual travel reviewer. I would work 2 hours a day and then get paid at the end of a day. However, when there was a premium ticket with a lot of commission I had to pay an advancement out of my personal account. I was never told this information. I was told I would buy cryptocurrency and then transfer to my viator account and then once the recharge happens I could receive my commission and my recharge $. So far its been 2 weeks and they keep upping the $ . My total that Ive paid is ****** and they want ****** more to get it all back. The manager and my trainer are not returning any $ until I pay ****** more. Id like to have my ****** back and they can keep commission.

  Business Response

  Date: 10/08/2024

  Following a thorough review of your case, Viator could not identify any registration with the reviewer's name, or email address. The statement also does not match with Viator services at all, which indicates that the review was wrongly done for Viator.

  We appreciate your understanding in this matter. Should you have any further questions or require additional assistance, please do not hesitate to contact Viator.

  Kind Regards,
  Viator Customer Care

  
  

• Initial Complaint

  Date:10/06/2024

  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.

  We booked a tour through Viator. We showed up at the address that was on the Viator app. It was the wrong address. We missed our tour. We communicated with the operator viator app Did not receive any communication back. We eventually found the tour and they would not let us join. I called Viator and they said they would investigate. I received an email saying that because the tour went off without us. I am not getting a refund. But its because of the negligence up there wrong address that we missed the tour therefore requesting a refund.

  Business Response

  Date: 10/06/2024

  The customer independently booked the Legendary Venice St. ****** Basilica with Terrace Access & Doge's Palace on 8/28/2024 for a travel date of 10/5/2024.  The Customer contacted ********************** **************** on 10/5/2024 to ask for a refund as they could not locate the local tour guide and when they did find the tour guide they were denied access to take the tour as the tour had already started.  Viator send a refund request to the local tour operator on the customers behalf. The local tour operator denied the refund stating the marked the customer as a "no show" as all other participants in the tour group were able to locate the departure point and the tour started on time.  As of 10/6/2024 Viator has issued a full refund to the customer for this activity.  
  
  Warm Regards,
  
  Viator **************** 

  Customer Answer

  Date: 10/07/2024

  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 

   

  please see the attached pictures. The first picture is my attempt to communicate with the company. The company was negligent and not communicating back. It is obvious that we tried to find the tour. The second is a picture to prove that we were in ***************** prior to the tour standing at the spot of the address provided by Viator, which was wrong. The fact that I attempted to communicate with that company and they neglected to communicate back warrants refund.

  
  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,

  ****

   

   

  Business Response

  Date: 10/18/2024

  Viator has reviewed the case. The customer placed a Legendary Venice St. ****** Basilica with Terrace Access & Doge's Palace through Viator with a travel date of 10/5/2024. After investigation and careful consideration, Viator has refunded the customer in full for this reservation.
  
  Kind Regards,
  Viator Customer Care
  

   

  
  

• Initial Complaint

  Date:10/05/2024

  Type:Sales and Advertising 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 had purchased a tour in ***** via Viator. However, on the day of the tour, I was late solely because the instructions on the listing (which explained where to meet) were unclear and I couldn't find the tour guide. I had called Viator for help, but it was too late and I was informed I missed the tour and couldn't receive any compensation or rebooking options, despite the cause not being my fault.

  Business Response

  Date: 10/05/2024

  Viator has reviewed the case.
  
  The customer booked the Murano & Burano Islands Guided Small-Group Tour on the 24th Aug.
  Unfortunately they contacted our call center to advise that due to traffic they are unable to participate on the tour and they are requesting a refund.
  Viator of course contacted the local tour operator City Wonders Ltd in order to forward the customer request.
  Upon investigation and upon checking their records, the local tour operator confirmed that the tour departed on time, and that the other clients in the same group have been checked in.
  As per the customer voucher, the local tour operator has provided all the necessary instructions about the meeting point, an address, and also a map. They sent them a reminder days before the travel date regarding the meeting point.
  They also mentioned that all customers must be ready at least 15 minutes prior to the departure time. They recommended that customers who are not familiar with Venice give themselves ample time to find their meeting point.
  Regrettably, as per their policy, missed tours due to lateness or difficulty finding the meeting point do not qualify for refunds as all the instructions have been provided. The customers should reach out to their travel insurance in this case.

  Kindest Regards,
  Viator Customer Care