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:09/26/2024

  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.

  My husband and I booked round trip from the airport to resort and from resort back to airport, when I booked they said they had to use 2 different companies. We had no issues with the trip from the airport to resort, but I did when it came from resort to the airport. We paid $105 for complete round trip between the 2 companies.*Driver was 20 minutes late.*We were told we needed to pay 550 pesos above and beyond what we already paid (which I was thought was a mistake).*The driver kept following us around the airport insisting we paid him. We were rushed bc we was already late getting to the airport. I told my husband to just give him a debit card and pay it, the driver said he didnt take cards. My husband only had $100 bill, the driver said he didnt have change.the entire time this guy is following us around. My husband found a money exchange (which we had to pay a fee for that) and paid the guy so we could get to our flight.Not only was I very upset about this, we was also embarrassed.I filed a complaint already with Viator and a refund was denied. Im asking one more time for a refund or I will have no choice but to file a formal complaint with the BBB.THANK YOU!****** ****** ************ Sent from my iPhone

  Business Response

  Date: 10/02/2024

  Viator has reviewed the case.
  
  The customer booked two bookings for a round trip transfer airport/hotel. The listed rate for the transfer booked from the hotel to the airport was USD 59 for 2 travelers excluding the airport tax fee (550 MXN).
  
  An email from the local tour operator has been sent to the customer 24h prior to their booked date to advise about the airport fee of 550 MXN that should be paid directly upon meeting the driver.
  Viator has checked that the product published on the website regarding this transfer, clearly mentions that the airport tax fee is not included in the price of the transfer.
  
  The customer has requested a full refund of an amount of 140$USD which reflects the amount paid for the round trip transfer + the airport tax fee (550 MXN).
  Viator has contacted the local tour operator regarding the customer refund request but since the product page informs about the exclusion of the fee and the customer received a reminder prior to their travel date, and since all the services were provided regarding to their transfers from airport to the hotel and back to the airport, their request has been denied.
  
  We take complaints seriously and we appreciate the customer feedback that will be passed on to the team members to ensure a service is being provided to our high standards.
  
  Kind ************************************************

  Customer Answer

  Date: 10/02/2024

  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. 

  [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:09/26/2024

  Type:Service or Repair 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.

  I was in *********** and booked tickets to the **************************** for 1pm. They rebooked me for 1:45pm which was fine since that was the only thing I had that day. I got a cab and literally moved maybe 1 block before the street was blocked off by a vehicle and protesters everywhere. All streets leaving the hotel area were blocked. My cab let us out without paying anything after about 10 minutes of waiting and realizing why the streets were blocked off. There was a protest that did not allow any traffic coming or going. To walk to the museum would be a 2 hour walk. I contacted Viator to explain the situation and even sent them a link to the ********** in MX advising of protests in the area I was in. Viator refused to refund me even though this situation was out of my control. I have used Viator in numerous countries, multiple times and have never requested a refund. This company is predatory and could care less about its customers. ****** learned: book directly with the service you are trying to use. Avoid Viator at all costs.

  Business Response

  Date: 10/02/2024

  Following a thorough review of your case by Viator, a decision has been made in your  favour. As a result, we have processed a full refund for your booking. You should see the refund reflected in your account within the next few business days, depending on your bank's processing time.
  We apologize for any inconvenience caused and 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
  
  

  
  

  Customer Answer

  Date: 10/02/2024

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

• Initial Complaint

  Date:09/26/2024

  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.

  On 8/28/24 I purchased 2 excursions at $99 each for a total of $198.The excursion boat arrived late at the boat ramp on a trailer. The boat was a rubber raft.Nowhere was it mentioned that this would be the form of transportation in the **************** wife, who has a physical disability, felt unsafe so I decided to forego the trip.We were told at that time by the company's staff that we would receive a refund.Viator made no attempt to resolve this issue nor did they accept any responsibility for their "vendors" operations or policies, for which they so quickly and efficiently collect money. This arrangement has all the earmarks of a scam whereby Viator acts as a front for ********* operators then disavow any responsibility for their behavior towards customers.I would like a refund in full.

  Business Response

  Date: 10/02/2024

  Viator has reviewed the case. Unfortunately Viator is unable to locate the customers reservation using the information provided:
  ****** ********. Daytime Phone: **************. E-mail: ********************* We have emailed the customer directly to provide more information regarding their Viator booking and to provide us with their booking reference number or Itinerary number.

  Kind Regards,
  Viator Customer Care
  
  

  Customer Answer

  Date: 10/06/2024

  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. 

  Additional information was requested by Viator and I have responded with the attachment above. I have also directly responded to Viator with a copy of the same attachment via email. 
  
  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

  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. In this instance, our team would only be able to provide a full refund to the customer if there was not a chargeback pending. Otherwise, as stated above the customer will have to await the decision from their financial institution.

  
  Kind Regards,
  Viator Customer Care
  
  
  

  
  

  Customer Answer

  Date: 10/28/2024

  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 initiated a chargeback with my financial institution but it was reversed on 9-11-24 . There is currently no chargeback pending so that now your team will able to provide a full refund.
  
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 11/03/2024

  Viator has refunded the customer in full on this booking.  The customer has been notified that a full refund was issued back to the original form of payment. 
  
  Warm *******************************************************

• Initial Complaint

  Date:09/26/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 tickets for an event from this company 3 weeks in advance. Instead of a ticket, I was sent a voucher via email to present for tickets for entry. When I arrived at the event and presented the voucher, it was not honored by the venue, and I was forced to buy additional tickets from the venue. I contacted the company to report what happened and to request a refund. My request was denied. I have all backup information showing the original purchase, the voucher, the refund request and subsequent denial from viator, and a picture of the tickets i had to buy from the venue including the receipt for the cost.

  Business Response

  Date: 10/01/2024

  Viator has reviewed the case. The customer made a booking on September 8, 2024  for the Acropolis & Parthenon Entrance Ticket tour. The customer booked this at a rate or USD ***** for the travel date of September 25, 2024 for two people. The customer had requested a refund from ********************** after the tour stating that they were turned away as the **************** would not redeem their voucher and the customer had to purchase 2 new tickets on site.

  The customers voucher specifies in big letters at the top that this is not your entry ticket. The customers voucher also advises the following: Important: this voucher is not your admission ticket. Acropolis entrance e-tickets will be sent the day before your visit. Please ensure that you check your email (and/or spam folder) one day before to download your pdf e-tickets. The local operator ******** Greece sent the customer their tickets on September 18, 2024, several days prior to the customers tour date of September 25, 2024.  As the customer was provided their tickets prior to the tour date, Viator is unable to provide a refund or additional compensation for the additional tickets purchased. All information was provided by both Viator and the local operator prior to the tour date.
  
  Kind Regards,
  Viator Customer Care

  Customer Answer

  Date: 10/02/2024

  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. 

  [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.]

  I checked email every day leading up to the scheduled event.  I NEVER received an email TICKET from Viator.  And Still haven't received it.  I took the voucher to the venue because it was the ONLY proof i had that I purchased tickets for that day.. Viator sent numerous emails leading up to the event, all with a link that said "get your tickets here".  But the link always took me to the same voucher I sent to you in the original complaint. Yes it said this is not your actual ticket.  I concluded that was what I had to use to get the actual tickets from the venue since no actual tickets were ever sent.  It would have gone to the same mailbox i received the voucher so there should have been no issue in sending the tickets as promised.  They failed on that promise, and have since tried to make it sound like i received the ticket and am just trying to get money back.  I spent over $10k on this vacation, and this $70 is a small speck of that cost.  I filed the complaint because this is a big operation that will affect many people who try to book this tour. I stood in line for 30 minutes only to be told they didn't accept vouchers and I would have to buy tickets from them...  just have Viator provide a dated copy of the email with the tickets that were sent to me.  Not just the link saying "get your tickets here".  I got those links that only took me to the SAME VOUCHER. I need to see the email that linked to the ACTUAL tickets for me to be satisfied with their response.  Otherwise, this company will remain a target of my dissatisfaction, and continued efforts will be made to disparage their reputation with everyone I can influence.

     
  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: 10/08/2024

  Following a thorough review of your case by Viator, a secondary evaluation has been carried out regarding the communication between the customer and the supplier. As a result, it could be confirmed through the documentation and evidences provided here that the supplier has given all the information and ticket to the customer, sent directly to the customer's email, and also through the customer's ********************** account.
  
  ********************** understands that this may not be a favorable resolution; however, all avenues have been thoroughly investigated. Should you have any further questions or require additional assistance, please do not hesitate to contact Viator.
   
  Kind Regards,
  Viator Customer Care
  

  Customer Answer

  Date: 10/10/2024

  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. 

  [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.]
  I did not receive that email, while checking every day up until the day of the event.  Please provide a copy of the email sent.

  
  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:09/26/2024

  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.

  September,20,2024 Paid Viator; $464.64 Private tour in ********* ,****** Tour Operator never showed up. Had to pay private tour operator $659.62 They would not resolve the problem. Only requested a payment of $194.98. The difference between the cost of the 2 tours. due to the *************************** this cost us.

  Business Response

  Date: 10/01/2024

  Viator has reviewed the case. The customer made a booking on December 4, 2023  for the 4 Hours Private Tour in ********* with Pick up tour. The customer booked this at a rate or USD ****** for the travel date of September 20, 2024 for six people. The customer had requested a refund from ********************** after the tour stating that the local operator Santorini Local Tours did not show up for agreed upon pick up time. The local operator ********************* agreed to refund the customer in full for their tour. As the customer booked through the ********************** platform, they were refunded in full and advised via email of their refund. 
  
  The customer booked a different tour and asked Viator for additional compensation to price match the tour that was cancelled and refunded. Unfortunately, the customers request does not fall under *********************** Low Price Guarantee and Viator advised the customer via an email through the ********************** platform that we cannot provide additional compensation for the price difference between the new tour they booked and the one that was cancelled.
  
  Kind Regards,
  Viator Customer Care
  
  

  Customer Answer

  Date: 10/02/2024

  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. 

  [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:09/26/2024

  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 was trying to purchase a haunted tour on July 23, 2024 in lousiville ky. However, the groupon company that contracts with viator said error when processing transaction and so I purchased from another vendor. It processed both transactions and the ghost tour got payments for both transactions. When the merchant discovered what had happened they contacted viator to get my 80 dollars back and viator said they would refund through email but the amount was wrong and I never received a refund. ******* refuses to refund it because it says all sales are final. The merchant has quit pursuing it. So I am needing bbb help.

  Business Response

  Date: 10/02/2024

  Viator has reviewed the case. The customer made a booking through Groupon for Old Louisville Ghost Tour as Recommended by The ************** @ 4th and ****** on July 23, 2024 travel date.  Viator has processed a full refund for this booking as of August 15, 2024 and sent an email to Groupon notifying about the full refund on the same day. As Viator is not a merchant of record, customer needs to contact ******* to receive a refund for this booking.
  
  Kind ************************************************

  Customer Answer

  Date: 10/02/2024

  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 never received a refund to my frontier mastercard.  This was the payment method I used.  I explained it on the phone the other day that no refund was ever received. 
  
  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: 10/08/2024

  Viator is not able to process a refund to the customer as ********************** is not the merchant of record.  Groupon is the entity that collected the customer's payment therefore Groupon would be the one to return it as Viator did not collect any payment from the customer.  We hope these details help the customer.
  
  Warm Regards,
  
  ********************** Customer Service 

  Customer Answer

  Date: 10/10/2024

  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 

  As you can see in the email received from viator they did issue a refund.  I just never received it.  Groupon was originally merchant but viator claimed to have issued a refund so they are stating two different stories now.  The email tells one story and their response to bbb says another.  

  
  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: 10/29/2024

  Viator has reviewed the case. The customer purchased an Old Louisville Ghost Tour as Recommended by The ************** @ 4th and ****** directly with *********** and Viator fulfilled the order. The tour operator ************************* has authorized to refund the booking and a full refund was processed. Since the customer purchased the tour through ***********, we have suggested the customer will need to contact *********** directly in regards to their refund.

  
  Kind Regards,
  Viator Customer Care
  
  
  

  
  

• Initial Complaint

  Date:09/25/2024

  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.

  7/31/2024 - Purchased "Night Monuments Tour with 8 Stops and Admission Ticket Upgrades"When we arrived the tour guide informed us that the monument will be closed until 8/3/2024. We were leaving 8/2/2024. The guide assured us that there was nothing we needed to do, that the company was aware of the closure and we would be receiving a refund. I waited and never saw a refund, so I began contacting the company. They denied my refund requests on 8/8/2024, 8/12/2024 and then wanted me to get proof that the monument was closed 7/31-8/3. The tour guide was the one who informed us. Even though I didn't feel it was my responsibility, I contacted the monument and received an email with the closures confirmed and sent to Trip Advisor as requested. They still denied my refund request. They have given me a 10% discount refund ($60.30). I am still owed $114.70. Come to find out the tickets are $1 and they charge $25 per person. We never even received tickets.

  Business Response

  Date: 10/02/2024

  Viator has reviewed the case. The customer made a booking for Night Monuments Tour with 8 Stops and Admission Ticket Upgrades by adding Washington Monument for July 31, 2024. The listed rate was USD603.00 for 5 adults and 2 children.
  
  Based on the document customer provided, ******************* was closed from July 31 to August 3, 2024. The price difference for Washington Monument upgrade is USD175.00. As Viator has  processed USD60.30 refund as of August 30, 2024, additional refund of USD ****** has been processed, and Viator has sent an email to customer notifying about the additional refund on October 1, 2024.
  
  Kind Regards,
  Viator Customer Care

  Customer Answer

  Date: 10/02/2024

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

• Initial Complaint

  Date:09/25/2024

  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.

  My wife and I booked an overnight luxury 5-star cruise in ******* through Viator/TripAdvisor in the *************** region for September 18. After they Typhoon, I confirmed with the tour operator that the cruise would still be functioning. I was told that there were no problems.Upon arrival to the boat, it was anything but luxury. It was old, worn down, and even the water served was in used and open bottles. The boat did not match the pictures provided.Upon going to our first stop, we discovered that our route had been changed, and we were not in ***************, but in another bay called *******. This was despite my reaching out to make there were no issues.After multiple attempts at resolving this issue with Viator customer service, they have continued to deny claims that the tour operator violated policy, and refuse to listen any further. Viator even refuses to honor their "price-match guarantee" policy despite me having evidence that we were overcharged for the trip we paid for, and even more for the trip we were taken on.

  Business Response

  Date: 10/01/2024

  Viator has reviewed the case. The customer made a booking on August 29, 2024  for the Overnight Bai Tu Long Bay Cruise from Hanoi tour. The customer booked this at a rate of USD 478.16 for the travel date of September 18, 2024. One the tour concluded, the customer asked for a refund advising that the tour was not a luxury cruise nor did they get to do the Ha Long Bay portion of their tour and has been denied a refund from the local tour operator BCFamilyTour.com. Additionally, the customer is seeking a price difference under Viator’s Low Price Guarantee but Viator has not received any proof to support this request. 

  The customers booking is currently being reviewed by our supervisor team as well as seeking further information from the local tour operator regarding the customers request for a full or partial refund due to dissatisfaction with their tour. Viator has also asked the customer to supply proof regarding their request for the Low Price Guarantee. Viator will be emailing the customer directly from their booking once this review has been completed.
  
  Kind Regards,
  Viator Customer Care

  Customer Answer

  Date: 10/02/2024

  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 # 22339599. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The allegations by the business and trip advisor are wildly untrue. 

  I reached out multiple times to TripAdvisor to request for a refund or a price match. It was not until I involved the BBB that they finally requested more information to process a price match. At no time did they truly look into my complaints. They would respond within 30 minutes of my correspondence and deny my claim for inquiry into what happened. I have attached the emails back and forth between myself and TripAdvisor/Viator customer service. I also called in to their customer service line on 9/22 without any progress.

  Regarding the BC family tours. As you can see from the screenshots of my conversations with them through WhatsApp, I reached out to the representative to ask if there were any issues after Typhoon Yagi hit the Vietnamese coast. I was assured that there were no issues. Two days before our departure date, 9/16, the representative confirmed that we were going to Bai Tu Long Bay. She had multiple opportunities to inform me that there was a change in location but refused to do so. Finally, on the day of the cruise, we never spent the night. Within the first 3 hours of boarding, we reached out to the representative to tell her that we were unhappy with no response. It was not until the cruise captain reached out to her about our complaints that she got back to me. We asked to be returned to shore so we could spend the night in our hotel in Hanoi (a 3 hour drive). We did NOT spend the night on the boat. We did NOT complete the cruise as per their correspondence. I specifically paid for a private car to take us from and back to Hanoi, which was a total of $150 in addition to what we paid. They said they would give us free drinks/water (worth $10 at the most expensive hotel in Vietnam). 

  As to their deceitful practices, I paid for a "luxury" experience. They have three tiers of cruise ships, Superior, Deluxe, and Luxury. At no point during my time on the boat would I describe it as a luxury boat. It was old and not well maintained. Furthermore, we were offered "free water", which was filtered water poured into a used bottle. The antithesis of luxury.

  I do not believe that TripAdvisor/Viator is acting in good faith here. They have repeatedly denied my claims without launching a proper investigation into the matter. They have ignored evidence that I have brought forth to them and more. They ignored my requests regarding an inquiry into a price match, per their policy, on multiple occasions, all via email correspondence.

  I request a full refund for all of the reasons stated above and more. This business is deceitful in its practices and is only finally responding to my emails after I reached out to you (the BBB). I am sure they know they are in the wrong and were hoping that I would just give up. Dealing with this company has been absolutely abysmal and I will never do business with them again.

  
  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,

  Kareem

   

   

  Business Response

  Date: 10/08/2024

  Although the customer's concerns have been addressed by Viator in your case, Viator'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 the Chargeback team. Viator's customer service team is unfortunately unable to assist with any further requests. From this point, 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 the chargeback, they will need to reach out to your bank or credit card provider.
  
  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 # 22339599. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  I have not received an appropriate response from the business. They have not reached out to resolve any part of my complaints. They have continuously ignored my requests at a conversation at my attempts. 

  Business Response

  Date: 10/22/2024

  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: 11/05/2024

  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 ********************************* violated their own policy and has admitted as much. And yet they claim I violated their policy. They have used scare tactics and threats to try and get me to give up, which is only more concerning. This is a company with business in the ** and should abide by US laws.
  
  Please stop closing the case until the matter is resolved fully.
  
  ****** ******
  

  
  

  Business Response

  Date: 11/11/2024

  The customer initiated a chargeback against the charge for this booking.  Once a chargeback is filed, it is left up to the customer bank and the ********************** Chargeback team to determine the outcome of the customer's refund request after a thorough investigation of the customer's claim is completed.  The customer must now communicate with their bank in regards to the outcome of their refund request.
  
  Warm Regards,
  
  Viator Customer Service 

  Customer Answer

  Date: 11/17/2024

  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 is the final response I received from Viator/TripAdvisor. It was a direct threat to my financial wellbeing because of an issue that they have chose not to resolve. Even if they do resolve the issue financially, these aggressive and subversive tactics are unprofessional. I would ask that the BBB look into this company for past acts of malicious intent.
  
  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,

  Kareem

   

   

• Initial Complaint

  Date:09/23/2024

  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.

  Viator charged me two times for the same tour to ****************. I asked them about this before the tour took place, writing two emails to the local tour operator. He did not write me back (attached).Today Viator informed me that they had been corresponding with me at another email address for one of the bookings that I have archived and never access. I did my due diligence before this trip took place to have this ironed out. Instead, they are keeping my money for the double charge, as one of the tours was confirmed through my regular email address, and the other through the archived address. If they had had the courtesy to figure this out with me before the tour took place, this could have been resolved. As they did not, and they are at this point keeping my money for the double charge.I have filed one last complaint with them to resolve this, but they aren't being helpful.

  Business Response

  Date: 09/23/2024

  Viator has researched the customer's complaint and has found that there were 2 bookings made independently on the Viator platform for the same experience, ******** and Butchart Gardens Day Trip from **********  These two bookings are were made on different dates as well as are operated by different tour operators.  The first booking was made on 7/7/2024 for a travel date of 7/18/2024 with BR#********** and the second booking was made on 7/9/2024 with a BR#********** for a travel date of 7/18/2024.  Both bookings contain the same first name however the surname is different therefore cannot be considered a duplicate booking. We show in our records that the local tour operator of each tour reached out to the customer to arrange pick up.  In that communication the local tour operators provide their name and contact details.
  On August 8 2024, Viator Chargeback team received a chargeback from the customer bank disputing the charges.  Once a chargeback is filed, Viator **************** is no longer able to intervene with the refund request.  The customer must communicate with their bank in regards to the outcome of the chargeback.  Although Viator understands the customer's frustration, we must now await the outcome of the chargeback decision.  
  
  Warm Regards,
  
  Viator Customer Ser

  Customer Answer

  Date: 09/23/2024

  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.

   

  My credit card company looked over this chargeback and a decision was made that this is not their responsibility, but is something I must pursue with the company (Viator). Please see attached. **** reversed the chargeback for the second trip, last week so I am being charged for it.

  I am not sure why you are using the excuse that my surname on one of the email accounts means that you have a right to charge me two times. I wrote Viator twice, before the date of the trip to ****************, saying that I was being charged two times, asking could you tell me why/could you look into this for me/that I was growing concerned. Those emails were sent to you in my first correspondence with the BBB and I would hope that you have reviewed them. 

  Please find attached ****'s decision to reverse the chargeback, telling me to take it up with the merchant (Viator).

  
  Regards,

  *****

   

   

  Business Response

  Date: 09/29/2024

  The customer independently booked 2 tours on the Viator Platform for ***************************** Destination. These two bookings are were independently made on the Viator platform on different dates as well as are operated by different tour operators. The first booking was made on 7/7/2024 for a travel date of 7/18/2024 with BR#********** and the second booking was made on 7/9/2024 with a BR#********** for a travel date of 7/18/2024. Both bookings contain the same first name however the surname is different therefore cannot be considered a duplicate booking. The terms and conditions for these tour are, " You can cancel up to 24 hours in advance of the experience for a full refund. For a full refund, you must cancel at least 24 hours before the experiences start time. If you cancel less than 24 hours before the experiences start time, the amount you paid will not be refunded. Any changes made less than 24 hours before the experiences start time will not be accepted. Cut-off times are based on the experiences local time".
  
  The customer notified ********************** **************** after the travel dates passed that there was an issue with the charges and filed a chargeback.  Once Viator's chargeback team receives notification that the customer has disputed the charges a thorough investigation is done with the customer's bank and the ********************** Chargeback Team.  The decision to refund the customer's funds bank into the account is based upon the customer's bank decision.  ********************** denied the initial refund request due to the terms and conditions that are agreed to at the time the tours are purchased on the Viator platform.  The bank did side in the favor of Viator by rejecting the funds being credited to the customer's account after the investigation.  Although Viator understands the dissatisfaction of the chargeback denial, Viator must uphold policies that are set forth.  Unfortunately, Viator is not able to consider for these past dated bookings.
  
  Warm Regards,
  
  Viator ****************

  Customer Answer

  Date: 09/30/2024

  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 # ********.

  Viator is claiming that I had 24 hours to dispute this double charge. I did that. I wrote ******* of Viator (attached) on July 10, the day after the second charge was posted. 

  Your mentioning that my surname is different only provides more strength to my argument; you were able to provide the two bookings when it was finally revealed to me why I was charged to times (an answer I finally got in September 2024). 

  The reason my credit card company is "siding" with Viator is that Viator has the responsibility to deal with this merchant-vendor issue - one that Viator is not taking a responsibility for. Correct Viator, it is not a credit card issue. It's yours and your efforts to keep my money are reprehensible. 

  Regards,

  *****

   

   

• Initial Complaint

  Date:09/21/2024

  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.

  My name is ****** ****. On August 6th I booked a tour of the ***************************** and a coffee farm in *******, ******** through Viator, a travel agency that allows you to book tours online. The date of the tour was for my birthday, ***********I paid $110 for this tour of the ***** ********* hike and a coffee farm.The name of the company that Viator worked with was called "Impact Colombia".It turned out that "***************" was not a travel agency or company, but rather a one-man operation. The "guide" named **** picked me up from my hotel and took me to the *****************************. The ad advertised that I would be able to do the ***** ********* hike, but when we arrived the guide told me that we could not do the hike because it looked like it might rain (he had advised me ahead of time to bring a raincoat since it often rains in the ****** region, and I had a raincoat with me), and he also told me that there was not enough time because he had a date with his girlfriend that evening. So, we only spent about 10 minutes in the ***************************** of which he spent most of the time on his phone while I walked around a bit.Then, we were supposed to go to a coffee farm, but while driving there it turned out that the road to the coffee farm was closed due to construction. The guide made no attempt to find another route to the coffee farm or take me to an alternative farm. (I later learned that there are dozens of coffee farms in ********'s coffee region that offer tours to tourists.) He then instead just took me back to my hotel.I later called Viator to complain, asking that they offer me at least a partial refund since I did not get the tours that I had paid for. The customer service representatives that I spoke to on the phone (who barely spoke English) only said "no refunds". I believe there are laws against taking money from someone for a service, then not providing the service.

  Business Response

  Date: 09/22/2024

  Thank you for contacting customer service. 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.

  Regards,

  Viator Customer Service