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:09/21/2024

  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.

  I booked 2 tours with Viator/Tripadvisor, one all day at the ********* (9/5/2024 tour date) and another half day city tour of *****, ***** (9/6/2024 tour date). I booked them with the understanding that the same model would be used that I was accustomed to with this company, meaning that there would be a van or bus that picked tourists up from various hotels, i.e. a group tour. I have booked tours with this company in the past, most recently in ******** and the ******************, and that was the business model used. I travel alone a lot and that model is appealing to me because I feel safer touring attractions in a group setting. On the morning that I was to be picked up to go the ********* at 7am a man came to my hotel in a car alone and expected me to get in and ride alone with him for almost 4 hours to the *********. I was scared because I know how dangerous it if for women in *****, which has a reputation for women being raped. When I told him that I wanted to cancel he called someone at the company and put me on the phone with him and I was told that I could not cancel. I told them that I did not sign up for a private tour. I subsequently cancelled my tour scheduled for the next day because I did not feel safe. I reached out to the company but they claim that I can't get a refund. I want a refund for $170 (Taj Mahal) and $120 (city of *****) because I did not sign up for private tours and did not go on the tours. I have attached the confirmation images which say nothing about a private tour. If I was purchasing a private tour, the website would have expressly indicated that.

  Business Response

  Date: 09/22/2024

  Viator has reviewed the case. The customer made a private tour. ********************** has reached out to the local tour operator. The local operator stated that the vehicle reached on time, and there is mention in the "Tour inclusion" of its private tour, not a group tour.  For this reason, we are unable to provide a refund for this product. Viator take complaints seriously and 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 Regards,
  Viator Customer Care

   

  
  

  Customer Answer

  Date: 09/22/2024

  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 attached an example of a description of a private tour of the ********* from Viators website. When I purchased my tours it did not state a private tour as it is stated in this example. What Viator is doing is an example of Unfair Deceptive or Abusive Business Practices (UDAAP). 
  
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 09/24/2024

  Thank you for contacting customer service. ********************** has reviewed the case and we have verified that both products (Delhi All Inclusive Half day City Tour With Guide- 118695P3) and (Same-Day Taj Mahal Tour: Full Story of the Mughals ( Dehli - **** - Dehli - 62411P1) are advertised as private experiences. This information can be found under in the "Overview", "Inclusions" and "additional information" sections on the Viator website for each product. The activity may still be private, even though it may not be explicitly included in the title on the website. It is the responsibility of all customers to thorough review all the product details before completing a purchase to ensure they are fully aware of what the activity entails. Therefore, Viator is unable to offer a refund. 
  
  Regards, 
  Viator Customer Service 

  Customer Answer

  Date: 09/25/2024

  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:09/20/2024

  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 booked the tour through Viator for $350, and it took place on August 25th. The Ref number is **********. During this tour, due to an argument and discriminatory behavior from the crew, I was refused seating with other Spanish-speaking passengers and was instead ordered to sit alone in a seat exposed to harsh sunlight. This led to severe sunburn, heat exhaustion, and vomiting. I have photos to document my injuries. Later, the crew encouraged other Spanish-speaking passengers to sit in my seat while I was away, leaving me without a place to sit when I returned. The crews actions were clearly racially motivated, as we were two of the only non-Spanish-speaking Asians on the boat. I contacted the operator, but they completely ignored and failed to address the unequal treatment and physical harm I experienced. During this tour, I was not assigned a proper seat, received no adequate customer service, and was subjected to blatant discrimination. This experience is unacceptable, insufferable, and does not align with the tour description at all.

  Business Response

  Date: 09/22/2024

  
  After reviewing the customer's inquiry it was verified that the local supplier denied issuing the refund of USD ******. Because the customer has already initiated a chargeback with their financial institution 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.
  
  

  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. 

  [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
  

  As shown in the photos I attached below, my financial institution, ******, made the decision on September 12, 2024, to close the case in the sellers favor. Therefore, Viator should be able to provide a refund to me as they stated.

  Regards,

  Zijie

   

   

  Business Response

  Date: 09/29/2024

  The customer filed a chargeback with their financial institution against the charge for this booking.  As stated before, once a chargeback has been filed it is left up to the customer's bank on the decision to support the seller, Viator, refund rejection or side with the seller.  After a thorough investigation with the Viator Chargeback Team and the customer's financial institution, the decision of the refund rejection was supported by the customer's financial intuition.  Although Viator understands the dissatisfaction of the bank and Viator's decision, Viator is not able to process a refund on the customer's behalf.
  
  Regards,
  
  ********************** Customer Service 

  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 # ********. 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
  

   

  I want to make it clear that ****** my bank, will be the one making the final decision regarding the refund, not ****** or Viator. ******* decision is irrelevant at this point. Since Viator has refused to resolve this issue, I will now escalate the matter by filing a dispute with ***** to ensure that ****** processes the chargeback. Additionally, I will be sharing my negative experience on social media to let everyone know how poorly Viator treats its customers. You will be informed once ***** finalizes the dispute and issues the chargeback.

  Regards,

  Zijie

   

   

• Initial Complaint

  Date:09/20/2024

  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.

  Unable to provide transportation services that were prepaid for September 18, 2024 - Customer attempted to contact transportation service directly via Viator app - Viator app unable to connect customer to transfer service on September 17, 2024 - Viator alerted to information by way of customer; on September 17, 2024 - ********************** service member also unable to connect with transport provider via text or call; therefore an email was sent - By September 18, 2024, Viator and the transportation service had not communicated updates to said customer - Customer set up alternate transportation for September 18, 2024 - Viator and transfer service declined a refund of $85.00 stating that it was a failure of the customer in terms of not responding to messaging regarding the transport -

  Business Response

  Date: 09/22/2024

  Viator has reviewed the case. The local operator stated the customer did not reach out to them before the tour date or on the tour date. The customer stated that since the local tour operator was unresponsive regarding the pickup details, the customer had to make different arrangements in order to get back to **************. Since the local tour operator did not accommodate the refund request and did not provide a support reason to denied the customer refund request, as a gesture of goodwill, Viator has granted a full refund of USD ***** to the customer. Depending on the form of payment, some refunds may take 3-7 business days to appear.
  
  
  Kind ************************************************

• Initial Complaint

  Date:09/18/2024

  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.

  Booked a dolphin cove excursion for ******* on Viator back on August 22, 2024 using my debit card on Apple Pay. At that time I used a different card with a different bank that is now closed. The excursion did not happen and Viator issued me a refund on September 18. I informed a Viator at the time that I have a new debit card and a new bank and that the old card that I used was now closed and could they issue me A refund to a different car or even a check and they informed me no I would have to follow up with my bank. My bank informed me that there was no way for me to receive this refund because the account was closed. I informed Viator of this information and they still refuse to work with me on this $534 refund. I was informed by the bank and Apple Pay that I should be able to receive at least a check as long as I confirm my identity with Viator. They cannot hold onto this refund simply because my old bank is now closed. I am seeking a refund in a matter of a check Or some other form of a refund.

  Business Response

  Date: 09/22/2024

  The customer has placed a booking on August 22 for a Dolphin Cove Adventure with a travel date on September 14. The customer was charged the booking amount USD ****** on August 22 to the form of payment used when making your booking. The booking was cancelled on September 18 and the full amount has been refunded to the original form of payment. Viator has confirmed that the transaction has settled and was not rejected. As the customer was informed by their bank that their account has been closed and that the customer would not be able to receive the refund, Viator is able to investigate on the bookings details if the customer provides additional documentation. Viator kindly requests the customer to provide an official documentation issued by their bank informing of the account closure. ********************** has emailed the customer regarding the documentation needed. Viator will then review the case and inform the customer on the outcome.
  
  Regards,

  Viator Customer Care

  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. 

  I contacted ********* today and they stated that they do not show any transaction was sent by Viator. They will be providing me a letter saying that my account is closed within five business days, which I will forward over to Viator and I will attach here on the BBB. They are unable to use the reference number or show any transactions that were sent for the amount of $534 being rejected in their system. The bank stated that they would receive the funds rejected back to their account. Please provide proof that this payment was even sent was not rejected. 
  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: 09/29/2024

  On 9/29/2024 we have checked our payment processing system and found that the refund was successfully processed and settled with the customer's bank.  We have sent the customer a refund template that contains the last 4 digits of the credit card that was used refund the $534.00 USD, transaction ID, and the Acquirer Reference Number for this refund transaction. The customer can provide the Acquirer Reference Number provided to their bank.  The bank should be able to locate the refund with the Acquirer Reference Number that we have provided.  We show no record in our system of the bank declining the refund bank into the customer's account.  We hope this information helps the customer.
  
  Warm Regards,
  
  ********************** Customer Service 

• Initial Complaint

  Date:09/17/2024

  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.

  Purchased a shuttle from ****** centro to airport on 9/16/24. Paid USD ***** which was charged to my credit card. No booking confirmation was received and the shuttle operator (Enjoy Oaxaca) said that no booking existed. Had to purchase another shuttle ticket directly from the Tour Provider.

  Business Response

  Date: 09/18/2024

  Viator has reviewed the case.

  
  The customer purchased a product that has a non-refundable cancellation policy . The booking was made on Sep 17th, 2024 for a Shuttle from downtown ****** city to ****** airport, for a travel date on August 19th, 2025.

  
  The Customer stated that the travel date was supposed to be on Sep 17th, 2024 and that a confirmation for the booking was never received. Viator investigated the issue and found out that the Customer provided a wrong address email, reason why a confirmation never been received by the customer and that the booked date was incorrect.
  
  The customer confirmed that they spoke with the local tour operator, and that no booking was found for a travel date on Sep 17th, 2024 with Viator since the Customer booked the wrong date. However since the booking has a non refundable policy, the refund has never been granted.
  
  After careful investigation, Viator does understand the frustration of the customer, and as an exception, a refund of ***** USD has been processed today.

  
  Kind Regards,
  Viator Customer Care

• Initial Complaint

  Date:09/17/2024

  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.

  Regarding my reservation: K by **************** at the **************************, Confirmation #: ********** Booking Reference #: *********.This reservation was cancelled on December 2023 and I still haven't receive the money back while I got an email saying my refund was processed on Dec.03, 2023.

  Business Response

  Date: 09/18/2024

  The customer booked K by **************** at the ************************** on January 27, 2023, and was charged ARS ******** for this booking. The tour in question was a Final Sale that did not admit changes, or refunds in the event of cancelation; the cancelation was listed on the product page and provided throughout the booking process. On December 7, 2023, the customer contacted ********************** to request a date change, as they would be unable to attend on the booked date due to a conflict with the customer's schedule. The tour operator (*************************) notified Viator that the ticket could not be amended as per the cancelation policy; however, as a one-time courtesy, the tour operator would allow the customer to cancel the booking and receive a full refund, so that the customer could book the same tour for the new date. The customer advised that due to foreign exchange differences, the customer would have to pay a greater amount for the same tour. Per Section 12.1 of Viator's Terms & Conditions, as duly posted on Viator's webpage, "12.1 ...Viator shall not be liable to you if prices change due to currency fluctuations."  Viator has verified that a full refund of ARS ******** was processed to the credit card on file on December 7, 2023. Both the charge and the respective refund were made in Argentinean Pesos. Viator has provided the full transaction details to the customer by email sent on September 18, 2024, so that the customer can follow up with their financial institution. 
  

• Initial Complaint

  Date:09/16/2024

  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.

  I booked a tour through Viator for a cooking class, for 4 people, first, I contacted Viator to ask for a refund on the 4th person because he did not want to go. They said they would in fact refund the cost of the 4th person. When we arrived at the cooking class, the 4th person changed their mind and wanted to join. I sent an email asking if we could REadd the 4th person, but we never heard back. So, he paid DIRECTLY to the cooking company for his experience.NEXT, the have a lowest price guarantee. You have to provide proof of the lower price within 3 days or while still in the area. I did this immediately. I showed if I booked directly with the cooking company at the exact time we had booked, it was . They are refusing to honor the lowest price guarantee now which should be a refund amount of $9.70 per person. Total refund amount should be $117.77. This is for the 4th person who paid directly to the company plus the difference for the lowest price guarantee x3 people.

  Business Response

  Date: 09/20/2024

  Viator has reviewed the case. The customer made a booking for 3 in 1 Cooking Class near ******: Fettuccine, Ravioli & Tiramisu for September 13, 2024. The listed rate was USD354.68 for 4 people.
  
  The customer requested to amend this booking to 3 people last minutes, but booking was not amended due no acknowledgement received from the local tour operator. Viator has followed up with the local tour operator and verified that 4th person paid them directly. Therefore, Viator has processed a partial refund for 1 person as well as low price guarantee refund. The customer has received a total of ********* refund for this booking as requested.
  
  Kind ************************************************

  Customer Answer

  Date: 09/20/2024

  [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:09/16/2024

  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 some viator excursions prior to our trip to ***** We were on a Royal Caribbean cruise. Two tours we have issues were Prepaid. One was the ************************ etc We showed up for the tour at 2:30 to be told by the tour operator that we did not have enough time due to having to make the bus to get back to the boat He said he would ask for a refund We had to quickly find another tour that accommodated us We asked for a refund and were told the tour operator said we were a no show.. This is an out and out "lie" and dishonest that he didn't note it down. The other tour was Sorrento Positano Amalfi coast. When booking I stated I just have a front seat due to extreme panic attacks anxiety and claustrophobia. This is a disability. They said the tour operator would decide. In no way did I think the tour operator would ignore my request which he did Plus my husband was being out in the back of the bus. For my anxiety I need to seat with him. We could not take the tour requested a refund. This was denied because the tour operator didn't approve my request being a disability. we are very upset

  Business Response

  Date: 09/20/2024

  Viator has reviewed the case. The customer made a booking for ***************, ************** & ************************ Guided Tour for travel on September 5, 2024. The listed rate was USD ****** for 2 people. Viator has followed up with the local tour operator regarding customer's refund request, but the local tour operator denied it due they held the spot for them and were not aware that customer had to return to the cruise terminal by certain time. The customer made this booking by own for ****** start time, and the tour duration is shown as approximately 3 hours on the product page. 
  
  The customer made the other booking for Sorrento, ********, and Amalfi Day Trip from ****** with Pick Up for travel on September 6, 2024. The listed rate was USD267.24 for 2 people. Viator has followed up with the local tour operator regarding customer's refund request, but the local tour operator denied due they didn't confirm the front seat request and it's not possible for them to reserve a particular seats for customer.  Even though the local tour operator has denied the refund, Viator has issued a full refund of USD267.24 to customer for this booking as a gesture of goodwill.
  
  Kind ************************************************

  Customer Answer

  Date: 09/20/2024

  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. 

  In response to the Rome excursion, We are very disturbed by the fact the tour operator is not being upfront. Upon arriving on time to take the Vatican tour, we informed him the time we had to be back to take the bus to the ship. He in turn informed us that since we had a time restriction We WOULD NOT be able to take this peculiar tour. He also stated he would request a refund  It's sad that NOW he is saying otherwise. ***** and *** ******* 

  Business Response

  Date: 09/23/2024

  Viator **************** did reach out to the local tour operator on the customer's behalf after the initial refund denial.  The local tour operator stated they checked with their guides, however, they couldn't find anyone talking about the refund on the customers behalf. The local tour operator did not find any note suggesting the customer not to take the tour. Instead, they have marked as no-show; therefore, they didn't agree on refund for this booking.  
  The customer booked this tour independently for a 2:30pm departure. On the product page, for this tour it does state the tour duration is approximately 3 hours. Viator does value customer feedback.  This feedback has been shared with the tour operator for their awareness.
  
  
  Thank you,
  
  Viator **************** 

• Initial Complaint

  Date:09/09/2024

  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.

  I was billed on August 15 via ******/**************** for a semi private *************** Floor tour in ****, totaling $323.10, Confirmation Number **********, Booking Reference **********. My husband and I were at the location on another tour so I didnt hear the phone calls made by the guide due to the large crowd and noise. We tried calling him back when we couldnt find him but he had left inside into the Colosseum and turned off his phone, leaving us with no ability to contact him to meet him inside. We used the tickets, valued at 24 and 2 reservation fee, totaling 26*2=52=$57.40. I am requesting a refund of $271.10 for services not rendered. I had contacted the company requesting a refund and I received the following, at this time we are unable to offer a refund today, September 9. Had I seen the complaints on your website earlier, I would not have made this purchase. Id appreciate any assistance in obtaining the refund. Thank you.

  Business Response

  Date: 09/10/2024

  Viator has reviewed the case. The customer booked the *************** Floor & Ancient **** | Semi Private Max 6 People on August 15, 2024. The local tour operator is ****************** (also known as LivTours). The voucher provided to the customer upon booking instructs the customer to be at the meeting point (in front of the *** sign outside the ************************ ground floor) 15 minutes before departure. The voucher also advises that ******** cannot guarantee that the guide will be available in case of late arrivals, and that such late arrivals may result in missing the tour. In such cases, the voucher states that no refunds, partial refunds or rescheduling would be provided.  The tour operator advises that the customer arrived late at the meeting point; however, they still try to assist by finding the guide. The guide tried to reach the customer, to no avail. This is also confirmed by the customer. Even though the customer was late, and the tour had to start with the other participants, the tour operator attempted to assist and they provided the customers with the tickets. ********************** has declined the request based on the policy for late arrivals. 
  

  Customer Answer

  Date: 09/10/2024

  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. 

  Attached, is the communication between the tour operator and me. The guide texted three minutes prior to the tour start time to three minutes afterwards. We were at the location but we could not find the tour guide because of the throng of people and noise. We kept looking for the guide until it occurred to us to call. It is the reason why it seems like we were late to the meeting location. But we were there. The tour operator tried to reach the guide but he had turned off his phone and he couldnt be contacted (policy). To me, what is most frustrating is not missing the tour or the local tour company (LivTours) but Viators unwillingness to make me whole. What is extremely disconcerting, is that Viator is acting as a general contractor and is subbing out the work and pocketed the money paid without providing any service and yet, I am receiving emails stating, Viator takes all customer feedback and safety concerns about our experiences seriously. If I wasnt so dissatisfied with my experience, Id laugh at the irony. I am requesting a refund for the services not rendered. 
  
  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: 09/15/2024

  When the customer booked the *************** Floor & Ancient **** | Semi Private Max 6 People tour on 8/15/2024 for a travel date of 9/6/2024 the customer was immediately emailed their prepaid voucher ticket for this tour.  The departure time for this tour was at 4:15pm however the voucher advises that you must arrive 15min prior to the departure time.  The voucher lists detailed information about the location and address of the meeting point as well as a ****** map link attached.  The customer contacted the supplier 1 day prior to the tour to ask a direct cell phone number for the tour guide.  The tour guide answered that same day with their cell phone contact number.  
   Per the terms and conditions of this tour which must be acknowledged and agreed upon before the customer is able to purchase the tour is stated, "  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".  Even though the customer's were late and the tour had  already commenced as the tickets were timed for 4:30 PM, out of courtesy the supplier still tried calling the guide to see if there was a way he could turn around or find the clients. The tour guide did not answer their phone (which is not obligatory for them to do so when on tour) and therefore no arrangement could be made.  In good faith the local tour operator sent the entry tickets to the customer although the customer was ***** late for entry and ***** late arriving at the departure point.   Respectfully,  per the terms and conditions, Viator is not able to refund the customer.  
  
  Warm Regards,
  
  Viator Customer Service 

  Customer Answer

  Date: 09/16/2024

  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. 

  The picture, dated September 6, 2024, transferred to my iPad this morning is proof that we were at the location. This is a shot from the least crowded side of the colosseum. The appointed meeting place was swarming with humanity. It was hot and there were hundreds of people with tour groups, families, and students at the site. We could not find the guide. We didnt give up looking for the guide. Then it occurred to me to call when it was already past the meeting time. When I called, the tour operator jumped to the conclusion that we were not at the expected meeting place at the designated meeting time.
  

  That was another thing, your site did not work and it is why I requested a telephone number.
  

  I was told we were late. Untrue. We were told that the guide turned off his phone because it was policy. Maybe true but according to what was just stated, maybe untrue. Theres a discrepancy. Had the guide left his phone on, we could have met him inside the colosseum and I wouldnt be complaining. I was willing to make this work for everyone. This is a case of the customer bending over backwards to make it work. Unfortunately, the effort seemed to be one-sided, all on the customer. 
  

  Im having great difficulty believing that this is a solid business practice. Short-term, this company will pocket unearned revenue but in the long-term, you will lose your customers for dissatisfaction. We were on another highly-regarded tour and have planned other trips. You have an opportunity to show goodwill towards a customer. My opinion will either be favorable or unfavorable depending on your action and other travelers will be sure to hear of which ever course of action is chosen.

  I still contend that the money is owed to me because no service was rendered.

  
  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:09/09/2024

  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.

  I purchased a tour for June 6th, 2024 to see the ************** in **** *****. The confirmation # is **********. When we (4 people) arrived at the tour site the tour guide looked at my mom who is 83 years old and said "you can't go, you will not be able to keep up" and walked away from us. She refused to take us on the tour even though we had tickets. I have filed a complaint and requested a refund for the total I paid for the tickets which is $601.20. I received emails back stating the company will not refund my payment.I would like help getting this refund. We travelled all that way and were not able to see the Vatican after we paid for tickets in advance. Thank you.

  Business Response

  Date: 09/10/2024

  Viator has reviewed the case. 
  The customer booked on the 16th of April 2024 for the ***************, ************** & ************************ Guided Tour. As the tour brochure states in the additional information section, We regret that we cannot accommodate guests with wheelchairs or any impairments requiring special assistance. We are also unable to accommodate strollers or baby carriages on our group tours. From the documentation available on the Viator booking, the customer did not inform the local tour operator or Viator in advance regarding any special requirements or needs of the travellers. On the day of the tour, the Local tour operator informed the customer that due to the nature of the tour, which requires long wales and standing, the tour was not suitable for travellers with mobility issues, but gave the customers the tickets so the customer could access the museum and attend the tour. While in line to access the **************, the customer changed their mind and left the tour, giving back the tickets.
  Viator does understand customer dissatisfaction, but for the above reason, Viator cannot grant a refund.
  
  
  Kind Regards,
  Viator Customer Care
  
  

  Customer Answer

  Date: 09/17/2024

  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. 

  [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,

  ******