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:09/07/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. Price Gouging Not including ************************* I was overcharged by 67 percent. The trek is advertised as $380 on *********** and the business receives $284 after *********** takes its commission. Companies offering treks with this level of service charge a relatively flat rate throughout ****** of $170 (650 Peruvian Soles). 2. Safety Violations Throughout the trek, the guide often vanished for hours at a time to take naps or watch videos on his phone. At points, the trail is unmarked and it can be easy to get lost. Additionally, if a hiker is left alone and gets injured, if the guide isn't around it could result in what would otherwise be a minor incident turning into a life-or-death situation. 3. ************ A company billing $380 or $284 would imply that you're going to receive top level service. Instead, this company operates at a level that is at the bottom of the bottom-tier companies. For example, one of the hiker's tents was not waterproof so it flooded when it rained and we were left at a public bus station to take a minibus back into town at the end of the hike. 4. ************** The guide reported to me that he was paid below Peruvian minimum wage (Minimum wage in **** is $315/mth. The guide was paid $78 per trek. At that rate, it is impossible for him to reasonably get enough work to make at least the minimum wage). Additionally, at the end of the trip, all of the hikers complained about the conditions. In response, the company refused to pay the guide his salary for our trek. While a negligent guide, may of the complaints were a result of the agency, not him.REQUEST: I am requesting that *********** remove this listing from the website and ban this company from making another. Additionally, I would like to be refunded the $96 TripAdvisor received as a booking fee for this listing.**********************************************************************************************************************

  Business Response

  Date: 09/13/2024

  Viator has reviewed the case. The customer purchased a Santa **** 4 Days Trek through Viator with a travel date or 8/26/2024. The price paid by the customer is our contracted price with the tour operator Andean Summit Multiservicios. We are very sorry for the customers experience. ********************** is currently investigating the issue and safety concern with the tour operator Andean Summit Multiservicios and we will notify the customer directly as soon as the investigation is complete.
  
  Kind Regards,
  Viator Customer Care
  
  

• Initial Complaint

  Date:09/07/2024

  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.

  On June 5 we arrived in ****. We had been planning this trip for a year. We had a day trip booked to see the colosseum on Friday June 7 thru this tour company, Viator. The total for four of us was $272.48 / 4= $68.12 per person. My mother, who is 83 years old was very excited to see the Colisseum. Just the day before we had a day trip booked for the Vatican thru the same tour company Viator. They refused to let my mother take the tour, said she would not be able to keep up with the group and then just left us standing there in disbelief. The tour guide was very rude and didnt even offer us any other soulution, like taking the golf cart tour instead for my mother. They also stated that she would not be able to take the Colisseum tour either. This was heart breaking to all of us especially my mother. That was our first time there and my mother will never get to go back. So, Friday when we were supposed to go to the Colisseum, my mother had to stay behind at the hotel by herself, and insisted that the rest of us go so we didnt miss out. The company refused to refund her $68.12. Their attitude and the way they handled this was not professional and very upsetting.All Im asking for is the refund of $68.12.

  Business Response

  Date: 09/10/2024

  Thank you for contacting Viator. The customer booked the Rome's Gladiatorial Legacy: Colosseum & ****************** Tour independently on the Viator website for a travel date of June 06, 2024. The contracted local tour operator was City Experiences. Upon booking, the customer has agreed to the terms that state cancelations must be done 24h prior to the tour departure to receive a refund. The customer contacted City Experiences, not ********************** on June 6 to advise a member of the party was ill and could not attend. The customer was informed that due to the terms, a refund could not be provided. The customer did not reach out to ********************** prior to filing a complaint with the BBB, so there was no opportunity for a resolution. After review, Viator has issued a goodwill refund for $68.12. 
  
  Regards, 
  Viator ****************

• Initial Complaint

  Date:09/06/2024

  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.

  VIATOR Is a BIG DISAPPPOINTMENT.I PLANNED OUR GROUP TRIP Since March 2024.We are Nurses in ******* Planning Our Reunion in **********************We come from Different States and have to Coordinate our *********** was set for Labor Day,September 2.I had 2 **************** for 8 Travellers and another one for 5 travellers.2 days prior to the Travel Date,i called VIATOR To see if i can add one more Traveller.VIATOR PHILIPPINES REPRESENTATIVE Said Yes.she was going to add it to the Reservation with 5 Passengers. She CANCELED THE 5 Passenger Rese5vation to make a New Reservation of 6 PASSENGERS Without Calling the ************************** she called the Tour Operator Company,they were Sold Out. The Reservation i had fir 5 Travelers that she Canceled ,Sold Out Right Away since it was a Labor Day Holiday.i lost the Reservation of 5 Travelers that i reserved since March 2024 because the Reresentative Canceled it before checking with the *********************...Now that is a NO BRAINER. A CLASS REUNION PLANNED 6 MONTHS EARLIER RUINED BY VIATOR.WE WERE 2 DAYS AWAY FROM OUR TRIP .ALL THAT THIS COMPANY HAD TO SAY WAS SORRY,IT DIDNT WORK.THEY WONT EVEN GIVE YOU A LITTLE COMPENSATION FOR THE stress and Distress they caused Us.We travelled from the **,*******,*******,*****,********** for this Trip.Totally POOR CUSTOMER SERVICE..I WOULD NOT RECOMMEND THIS COMPANY TO Travelers who Wirk hard so they can have a Nice Vacay..they Cant EVEN COMPENSATE FIR THEIR ERRORS.THEY WON THE Battle but lost the WAR..

  Business Response

  Date: 09/10/2024

  Viator has reviewed the case.

  
  The Customer made a first booking on March 26, 2024 for the ********************* for a total of 10 passengers, then wanted to add 5 more passengers, but since the maximum spots allowed to book is 14 for this reservation, Viator had to create a second booking for the other 5 passengers.
  
  On August 22, 2024 The Customer requested to amend the first booking from 10 to 8 passengers, at that moment Viator could not process the request due to payment was pending, the customer was informed. Our system shows that the booking was cancelled by the Customer on August 22, 2024. However the Customer was able to rebook the tour for 8 passengers and the booking was confirmed by the local tour operator.
  
  On August 31, 2024 The Customer requested to add one more passenger to the second reservation. Viator has processed the request as per policy and sent it to the local tour operator for approval since the booking is on request. Unfortunately, the local tour operator did not approve the request and cancelled the entire booking.
  Viator immediately contacted the local tour operator and tried to rebook the Customers, however due to tickets sold out quickly the local tour operator could not accommodate the request.

  
  The customer contacted ********************** requesting a compensation of 5000$. Viator reviewed the details regarding this request.  Upon further review, additional compensation cannot be granted. The cancellation is not within our control, and a full refund has already been issued to the Customer for the cancelled bookings. 

  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. 

   

  It  Seems like Viator is Saying that it was The Tour  Operator who Canceled  my Reservation.Shouldnt  VIATOR First Check with the Operator if Adding an Extra Person to my Reservation is Doable before Things Got Complicated? Isnt that the Normal Way of Doing a Business Transaction?
  I dont Care who is to Blame but i Need to be COMPENSATED For the Distress they Caused me being the Event Organizer.Something that was Planned 6 months Prior.VIATOR does Not Even Seem to Care about CUSTOMER Service.They just Said that they Refunded me the Amount and that Should be Enough.They didnt Understand the Emotional Stress they Put me through and how i have to Tell this Story to ********* who traveled All Over for this Big Reunion ..When my Reservation was Canceled, we were Already in ********* waiting for Our Travel Date...it was Canceled 2 Days prior to the DATE.Sounds like a Bad Dream.. Pls BBB i want VIATOR To Realize that what They Did was Not Right .i Need FAIRNESS

• Initial Complaint

  Date:09/03/2024

  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 tickets for a tour ***** the Line Vatican and **************" through Viator on March 16, 2024 for a tour on May 6, 2024. Confirmation number: **********, Booking reference number: ********** for $216.39. When we arrived, 1.5 hours PRIOR to our check-in time (we were told be there 45 minutes prior, but wanted to be early to avoid any issues), we were told they could not verify the scan code I was given through their email. They tried calling them and were unable to have anyone verify this. We had to purchase tickets through another vendor in order to take the tour. They told me to contact Viator when we returned to receive a refund. Since we don't live in ****, we had no other option but to pay another entrance fee. I have been contacting them since our return (24 hrs and 37 minutes of phone time with them) in order to get this refund and keep getting a runaround about a chargeback that was still pending. They had me send a letter from ****** telling them that had been cancelled, which obviously didn't work. I have spoken with them today and asked for a supervisor, or the chargeback department, and NO ONE is able to transfer me to anyone that can help. This has been going on long enough and I need my refund! There is no excuse for this type of incompetence on Viator's part. I have complied with everything they have asked and now all these months later am still trying to get my money back. I am hoping the BBB can help with this and warn others about their unacceptable customer service.

  Business Response

  Date: 09/09/2024

  Viator has reviewed the case. The customer made a booking for **** the Line Vatican & ************** Entrance Tickets.  The listed rate was USD ****** for 3 people for the travel date of May 8, 2024.
  
  On May 17, 2024,customer contacted ********************** requesting a refund stating they were unable to redeem ticket at ****************. Viator has initiated a refund request to the local tour operator, but they denied refund stating customer didn't arrive at the ****************. The local tour operator has also provided their customer manifest confirming other travelers were at the same point.  After Viator has sent a refund denial message to customer, customer filed a chargeback. ********************** Chargeback Response Team investigated this case, and customer's bank has settled the claim in favor of the tour operator.
  
  For this reason,Viator is unable to provide a refund. This may not be a favorable resolution for customer; however, all avenues have been thoroughly investigated.
  
  Kind ************************************************

  Customer Answer

  Date: 09/09/2024

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

  We WERE there, as I stated 1.5 hours PRIOR to the suggested check in time.  We had a bar code to use as well as the confirmation number.  The bar code would prove it was never scanned.  I can have our limousine driver write a statement that he drove us to the check in point at that time if I need to - as he waited to make sure we got there.  Viator  (**** ******) told me to cancel the chargeback from ****** in order to receive the refund. and had to send proof from ****** the chargeback had, in fact, been canceled and was done per their request.  I sent the letter per Mr. ******** instructions.  Mr. ****** advised that when Viator received the letter, my refund would be made within 3 days.  This conversation IS in the notes Mr. ****** posted (they have been read back to me twice now).  He told me to call back within a week if the refund did not show up, ask directly for a supervisor and give them Case No. ******** (the case number he was working with me on).  I have since found out another case was opened (*******) and not sure why.  We were NOT able to use our confirmation number or scan code and I have two other people (besides the driver) in our group that will attest to that as well.
  
  So no, I do NOT accept their response. 

  Business Response

  Date: 09/15/2024

  The customer booked **** the Line Vatican & ************** Entrance Tickets for a travel date of 5/8/2024.  On 5/17/2024 we received contact from the customer via chat asking for a refund stating that her tickets would not scan on site and she could not use them.  Viator submitted a refund request on the customer's behalf.  That same day the local tour operator denied the customer's refund request, stating that the customer never arrived to the meeting point.  Viator customer service sent an email notifying the customer of the refund denial and the reasoning from the local tour operator.  On May 20, 2024 the Viator Chargeback Team received a charge dispute for this booking.  Once a chargeback dispute has been filed Viator **************** is no longer able to assist and all communications in regards to the outcome of the chargeback is settled between the customer's bank and the ********************** Chargeback Team.  Upon investigation of the customer's disputed chargeback claim, the customer's bank ruled in the favor of **********************.  Viator has done a secondary investigation, Viator won the chargeback and for these reasons we are not able to process a refund for the customer. 
  
  
  Sincerely, 
  
  Viator **************** 

  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. 

  I am NOT satisfied because we WERE there.  I would like Viator to show ME proof that we used the scan code and/or reservation number they gave to me.  They SHOULD have a record of that....  I have a record proving it was paid, there is NO chargeback per the letter I received from PalPal AND I can surely contact the driver we had as he heard/saw the whole fiasco because he was helping us.

  
  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:09/01/2024

  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.

  8/31/2024 I booked a kayaking tour in ****. Upon arrival to the tour 5 minutes before the tour company was not there. They didnt arrive until well after the start time. Additionally, another company nearby has warned me that the tour is NOT legitimate as they dont have any signs or kayak registration stickers on the kayak. Upon checking the Maui law, kayaks need a registration sticker. Once the booked company finally arrived, there were no signs or stickers. This made me very uncomfortable to take the tour. I asked for a refund and they agreed. As seen in the screenshot.Later, the booked company called and harassed me saying they will not refund me as they found out we booked through their competitor instead. This is crazy and so unprofessional! I contacted Viator to ask for a refund but they refused. Im extremely disappointed as our safety was compromised and we were harassed by the tour company and Viator did nothing to back the customer up.

  Business Response

  Date: 09/07/2024

  Viator has reviewed the case. The customer booked a Clear Kayak and Snorkel Experience at ******************* with a travel date of 8/31/2024. After careful review and based on the evidence provided by the customer, ********************** has decided to refund the guest in full as a courtesy and we have notified the customer.
  
  Kind Regards,
  ********************** Customer Care
  
  

• Initial Complaint

  Date:08/30/2024

  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 the island bus tour in ********, ****** on 08/24/2024 for $105.30 I was told the meeting location would be close to my hotel. I tried to locate the meeting spot close to my hotel and I called the company and was told the meeting location was in the neighboring city. I was not informed of that before I purchased, We decided to reschedule the tour for the next day at the same time. I contacted the company 24 hours in advanced stating we will not be joining the tour , due to leaving the island the next day. the company is refusing to give my money back. I was staying in *** and the pick up location was 30 mins away in ****. I was told the stop was down at the bus stop by my hotel. Not in a different city

  Business Response

  Date: 09/06/2024

  Viator has reviewed the case. The customer purchased an Island Bus Tour: The Majestic Spots Of ********* with a travel date of 8/24/2024. Due to the miscommunication with the tour operator Kamari Tours and the customer, ********************** has decided to refund the guest in full and we have notified the customer regarding their refund.
  
  
  Kind Regards,
  Viator Customer Care
  
  

• Initial Complaint

  Date:08/29/2024

  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.

  Contacted Viator for airport to hotel transport one way on 8/18/2024, agent booked reservation# BR-********** for (2) adults from **************** to *************** in ********. Was contacted by the supplier that they are no longer in business! Called Viator back to which they said they would refund me the $85. I am still stuck in ****** so needed them to find an alternative supplier to which they booked me another reservation (BR-1171539859) for $89.28. Still waiting at airport for confirmation to which the supplier states they do not transport to *********. I called back to get refund on 8/18 and was told both would be processed to which they have not! I called back today 8/29 to which after being hung up on (Agent: ******)and almost a hour of waiting, I get an agent "Nica" and supervisor "Ahra" who state they rejected the $89.28 refund because supplier doesn't offer refunds! I want both refunds credited to my card ending in 9770 immediately as this was a HUGE inconvenience to which I had to pay another $250 for one way transportation after paying Viator TWICE as we were STUCK in the middle of ****** with NO transportation! Viator is a HORRIBLE company and their customer service is HORRIBLE! I need immediate assistance with this refund.

  Business Response

  Date: 09/06/2024

  Viator has reviewed the case. The customer booked 2 transfers with ********************** with a transfer date of 8/18/2024. Unfortunately the transfer operator was not able to accommodate the customer therefore ********************** has refunded the guest in full. Both bookings by the customer ************* & ************* have been refunded in full and we have provided the guest with the refund information and details.
  
  Kind Regards,
  Viator Customer Care
  
  

• Initial Complaint

  Date:08/28/2024

  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 purchased a tour via Viator that occurred on August 20th, 2024 for an experience in ******** and *****, *****. In the listing of the tour, it "guarantees access to the inside of the *********** landmark/museum cave". However, when my tour guide took us to the *********** on August 20th, it was closed and we were unable to go inside. This was extremely disappointing as the tour did not meet the standards that was published in the description/guidelines.I contacted Viator about this issue and requested a partial refund, and was denied.

  Business Response

  Date: 09/06/2024

  Viator has reviewed the case. The customer purchased a ***************************** Boat Day Tour From Sorrento with a travel date of 8/20/2024. Based on the evidence and proof provided by the customer, ********************** has decided to refund the customer partially per their request and the customer has been notified.
  
  Kind Regards,
  Viator Customer Care
  
  

  Customer Answer

  Date: 09/06/2024

  [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:08/28/2024

  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.

  8/26 transaction date. Ticket bought online 8/27 problems getting the mobile ticket starting at 12:30 pm No-one at the ************ knew anything about Viator Looked on ******** after the fact. Numerous entries by other customers regarding the character of the company and bad experience with customer service and lies about meeting places and twice the fee of the other companies Spent 20 minutes on WhatsApp to resolve what happened. Texted the guide after I finally found a small something giving me the option to contact them. No response. Ever Website down. Link blocked to get ny ticket. I showed up at the ************ empty handed and hoping to find someone from the company

  Business Response

  Date: 09/06/2024

  Viator has reviewed the case. The customer booked an Eiffel Tower Guided Access to 2nd Floor with Summit Option with a travel date of 8/27/2024. The customers booking was confirmed and the ********************** voucher was sent to the customer, and the instructions state to present their Viator voucher at the redemption point in advance of your tour/activity to exchange it for your entry ticket. The tour operator HISTORY GROUP also advised the customer was tagged as a no-show and the tour operated normally and on time. Unfortunately, we are unable to offer any refund for this reservation. 
  
  Kind Regards,
  Viator Customer Care
  
  

• Initial Complaint

  Date:08/27/2024

  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.

  June 6th I ordered 3 tickets to do a helicopter tour. Minutes after I called back to cancel which they said for me to cancel on the app which I did. I did a bank dispute which refunded the $396. Until completion of the investigation. Later the bank reversed the credit and charged me $396. And stated that viator is claiming I cancelled came day and there was no refunds. I would never had cancelled if I was told that. And I literally cancelled mins after the purchase. When I called viator back they said I need to wait 70days for their decision to be made. I called back this afternoon. After the ************************************************* their hands since I made a dispute with my bank. I am still out of 396 dollars and never used their helicopter services.

  Business Response

  Date: 09/06/2024

  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: 09/06/2024

  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. 

  [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.
  
  

  My bank denied my request since viator claimed that they do not have to return my money since I cancelled before the 24 hours. However, I spoke to they minutes after the purchase and said I need to cancel. They said I need to cancel online. I did not have 24 hours to even be able to cancel. The services I was trying to purchase was for a few hours later. No way to ever be able to cancel 24 hours in advance. I followed their direction when calling to cancel. Now Im out 390 dollars. 
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 09/13/2024

  Viator has reviewed the case. The customer purchased a Las Vegas Helicopter Night Flight and Optional VIP Transportation through Viator with a travel date of 6/5/2024. The customer canceled their booking on 6/5/2024 and as stated on Viator, this products cancelation policy states: If you cancel less than 3 full days before the experiences start time, the amount you paid will not be refunded. Unfortunately since the customer has 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. As stated above the customer will have to await the decision from their financial institution.

  Kind Regards,
  Viator Customer Care
  
  

  Customer Answer

  Date: 09/21/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as ************************** declined to return the money since Viator responded to them stating that the charge was a legitimate charge. However, I never used their services and cancelled like their employee told me to cancel online. Now I do not feel that is right I followed what they asked me to do on the telephone when I asked to cancels minutes after my purchase. I dont know why I am being penalized for cancelling minutes after my purchase there is no way I could have had the 3 days to cancel if I wanted to anyways. I called minutes after my purchase and the viator employee told me I need to cancel online if I want to cancel. Never did they mention I would lose my money. My bank will not do anything since Viator told them It was a legitimate charge so my bank cancelled the chargeback. I would like Viator to return my money. I cancelled literally minutes after the purchase.  
  
  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,

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