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:08/26/2024

  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 group and I booked "El Yunque Rainforest Tour with Transport from ************" on Mon, Aug 19, 2024 for 3 Adults. The start time and meet up instructions were not explicitly laid out and were quite confusing. On top of that, we hit unavoidable traffic on the way there. While trying to get to our tour, I called the number Viator provided for our tour guides, to sort out the confusion and make sure we were able to arrive on time, but the number went to an automated message (in spanish, which i d not speak) that just hangs up on you. When we arrived, before the start time, our tour was nowhere to be found. I called Viator customer service, twice because the first time the representative hung up on me. After getting ahold of a representative a second time, she was not able to contact our tour guides. A company offering tours and experiences should always know who their tour guides are and be able to contact them. We missed this tour through no fault of our own, and did everything in our power to make it on time. for this reason I put in a refund request that continues to be ignored.

  Business Response

  Date: 09/10/2024

  Reply to BBB. 
  
  Thank you for contacting customer service. The customer contacted ********************** on August 19,  2024, to request a refund for the El Yunque Rainforest Famous Waterslide Adventures with Transport. Viator attempted to contact the local tour provider, but could not reach them. A refund request was sent to them, however at no time did Viator deny a refund. The customer was informed ********************** would investigate the circumstances and get back to the customer with the findings. The customer was refunded in full on August 24, 2024. 
  
  Thank you.
  Viator Customer Service 

• Initial Complaint

  Date:08/26/2024

  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.

  I responded to an ad for a data entry position. When I finally got to the point of the training, I was horrified to see what they pay people to do. They claim that theyll pay a commission for every 5 star review you post for each vacation package. And they required you to do at least 35 reviews in order to get the commission. But then they also require you to pay before you can get your payment. Scamming travelers AND people wanting to work.

  Business Response

  Date: 08/23/2024

  Viator has reviewed the customers complaint. Unfortunately, we are unable to assist the customer in regards to their commission inquiry for their reviews as Viator customer service does not have the ability or access to the customers account. We suggest the customer contact us directly in order to investigate the issue. 

  Business Response

  Date: 09/10/2024

  Viator has reviewed the customers complaint. Unfortunately, we are unable to assist the customer in regards to their commission inquiry for their reviews as Viator customer service does not have the ability or access to the customers account. We suggest the customer contact us directly in order to investigate the issue. 

• Initial Complaint

  Date:08/26/2024

  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.

  We purchased a tour (Aug 12) from Viator on July 14. The voucher we received was confusing about where to meet. There are two meeting places on the voucher, which I call A (with yellow circle) and B (with red circle) in below. On the night before the tour (Aug 11) I chatted online with Viator and Viator advised me we should meet at place A although s/he wasnt sure and needed to double check with ***, the tour company. I also emailed to ask ***, the tour company. The next day the tour would start at 7:30am and I didnt hear anything by 7am. So we went to place A. Nobody was there. Then I saw the message from ***, sent at 7:09am. The message said we should meet at *******! Thats another different address! So I called them right away and they told us where to meet and they would only wait until 7:35am. We called a **** and it took us more than half an hour to get there. We wouldnt be able to make it even if we hopped onto an **** immediately at 7:09. There was no way we could catch the tour. They wouldnt be able to wait more than five minutes so we missed the tour. The day was ruined. I asked can we catch an **** to ******* to meet the group, the tours first stop. Its more than an hours **** drive away but we might be able to catch the rest of the tour. But they couldnt give me the tour guides cell phone number so there is no way to be sure we can meet them. And it was getting too late and the chance of catching was gone as well. They gave us two different meeting addresses and because of that we missed the tour. We would like to have a full refund. However Viator didnt agree to give us the refund.A copy of the voucher is attached.

  Business Response

  Date: 08/24/2024

  Viator has reviewed the case. The customer placed a ******* and Toledo Day Trip with Alcazar Ticket and ****************** through Viator with a travel date of 8/12/2024. As stated on the customers voucher, the guest will need to be at the starting point 15 minutes before start of the tour for check-in purposes with the tour operator *********. The customers voucher also states the address and to meet at ******************* on *******************************. Metro stop: **********, exit ***************************. The tour operator ********* also advised this tour operated as usual, the meeting point was not changed, and the customer sent the voucher to *** TOURS and it showed the correct meeting point and they were deemed a no-show. Unfortunately we are unable to process any refund based on this information.
  
  Kind Regards,
  Viator Customer Care
  
  

  Business Response

  Date: 09/10/2024

  Viator has reviewed the case. The customer placed a ******* and Toledo Day Trip with Alcazar Ticket and ****************** through Viator with a travel date of 8/12/2024. As stated on the customers voucher, the guest will need to be at the starting point 15 minutes before start of the tour for check-in purposes with the tour operator *********. The customers voucher also states the address and to meet at ******************* on *******************************. Metro stop: **********, exit ***************************. The tour operator ********* also advised this tour operated as usual, the meeting point was not changed, and the customer sent the voucher to *** TOURS and it showed the correct meeting point and they were deemed a no-show. Unfortunately we are unable to process any refund based on this information.
  
  Kind Regards,
  Viator *************

• Initial Complaint

  Date:08/26/2024

  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.

  This tour operator refuses to issue a refund, they did not communicate with the company providing the tour and when we arrived at the meeting point, the tour operator was not there. We called the tour operator and were told that they never received the booking from Viator, but they could setup a new private tour starting 40 minutes later in the day, in an open jeep instead of an air conditioned van and that the cost of the new tour would be half the original.Because of the late start, it was dark by the time we arrived at the final tour location (Selaran Steps in **************) which obviously diminished the experience since we couldnt take photos in daylight. They dismissed our request for a partial refund outright. We didnt ask for all our money back, just the difference in cost between the two tours.

  Business Response

  Date: 08/25/2024

  n 8/16/2024 the customer independently made a booking for a travel date of 8/17/2024 for a ****** the Redeemer, Selaron Steps and Santa ****** Half-day Tour.  On 8/17/2024, the customer requested a refund through self service stating that the tour started at 2:30pm and they have been waiting at the meeting point since 2:15pm.  The local tour operator denied the refund request stating that the customer took the tour and that the refund request is outdated.  Viator **************** emailed the refund request denial to the customer on the suppliers behalf.  The customer responded to the denial stating that they wanted a partial refund as the tour they received was a down grade.  Viator **************** contacted the local tour operator directly and was advised that the tour was completed as agreed  by the customer.  The local tour operator advised that they went over the details and itinerary of the tour with the customer before taking them on the tour.  The customer agreed to the changes and there would be no adjustment to the pricing.  Therefore, Viator is not able to process any further refund as they customer agreed to take the tour as the local tour operator explained the tour itinerary that day.  
  
  Warm Regards,
  
  Viator **************** 

  Business Response

  Date: 09/06/2024

  Viator has reviewed the case. Viator **************** contacted the local tour operator **************** directly and was advised that the tour was completed as agreed by the customer. The local tour operator ********* Brazil advised that they went over the details and itinerary of the tour with the customer before taking them on the tour. The customer agreed to the changes and there would be no adjustment to the pricing. Therefore, Viator is not able to process any further refund as they customer agreed to take the tour as the local tour operator Gray Line Brazil explained the tour itinerary on the customers travel date.
  
  Kind Regards,
  Viator Customer Care
  
  

  Customer Answer

  Date: 09/12/2024

  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. 

  At the time that the tour operator did not arrive, I opened a chat with Viator IMMEDIATELY disputing the price and letting them know that the tour operator gave me a lower price on-site. I never agreed to allow Viator to charge me the original price. The chats were happening in real time while my hotel directly called Grey Line and asked them to arrange a new tour. I do not have access to the chat history, but Viator should have a record of the multiple discussions I had via chat in which i requested the refund several times. Again, i did NOT agree to a charge for the full oroginal cost for a downgraded tour in which we arrived at the last site IN THE DARK. This is extremely upsetting. 

   
  
  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: 09/20/2024

  Viator has re-reviewed the case.  Customer made this booking on August 16, 2024 by agreeing Customer Terms of Use as well as the payment of USD ******. As Viator has informed earlier, the local tour operator did not agree on refund due the tour was carried out by **** with customer's agreement on the travel date of August 17, 2024. Therefore, Viator is unable to provide any refund for this booking. This may not be a favorable resolution for customer;however, all avenues have been thoroughly investigated.
  
  Kind ************************************************

  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 am not requesting a full refund. I am requesting the price difference from what ******** quoted and what Viator charged. This may not be a favorable resolution for Viator, but you are charging me double the price of the tour I received. This was clearly relayed in the chat messages I sent in real time to Viator when their driver didnt show up. I found the chats they are attached
  
  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:08/26/2024

  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.

  This is regarding confirmation no ********** and booking **********. This is regarding Viator not honoring there price match they dont answer me and I showed like from the website the price being cheaper and from the tour groups to and they rejected my price match saying that they dont offer pickup and all other lies so please provide the refund the 60 dollar difference

  Business Response

  Date: 08/26/2024

  The customer booked an Everglades Tour from ***** with Transportation operated by *************** on ************************** on August 15 for two travelers at a retail price of USD ******. The travel date is August 17. The customer contacted ********************** to submit a Lowest Price Guarantee enquiry for this booking. The customer provided documentation on two lower prices found on two different third-party sites. Viator has reviewed the customer documentation and has concluded that the price match could not be honored for this booking as the local tour operator Miamitours and the local tour operator Half Price Tour Tickets, operators of the activities the customer found on two different third-part sites, are providing a different service than the tour operator with whom the customer booked on **************************, **************** Viator has also reviewed that the lower price found by the customer on the second third-party site includes a promotion for customers booking from this third-party site specifically. As per our Lowest Price Guarantee Terms and Conditions, Viator's Lowest Price Guarantee only covers retail and prepaid rates available to the general public. Viator rejected the refund request for a price match between the booking placed on ************************** and the experiences offered by third-party sites for the above reasons.

  Business Response

  Date: 09/10/2024

  The customer booked an Everglades Tour from ***** with Transportation operated by *************** on ************************** on August 15 for two travelers at a retail price of USD ******. The travel date is August 17. The customer contacted ********************** to submit a Lowest Price Guarantee enquiry for this booking. The customer provided documentation on two lower prices found on two different third-party sites. Viator has reviewed the customer documentation and has concluded that the price match could not be honored for this booking as the local tour operator Miamitours and the local tour operator Half Price Tour Tickets, operators of the activities the customer found on two different third-part sites, are providing a different service than the tour operator with whom the customer booked on **************************, **************** Viator has also reviewed that the lower price found by the customer on the second third-party site includes a promotion for customers booking from this third-party site specifically. As per our Lowest Price Guarantee Terms and Conditions, Viator's Lowest Price Guarantee only covers retail and prepaid rates available to the general public. Viator rejected the refund request for a price match between the booking placed on ************************** and the experiences offered by third-party sites for the above reasons.

  Customer Answer

  Date: 09/11/2024

  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 business has said the price match guaranty for the pickup where are the tour agency even on there own website has the price cheaper so this just feels like a scam on there part and cheating the customer from refunding will never book with Viator 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,

  Sai

   

   

  Business Response

  Date: 09/20/2024

  Viator has reviewed the case. The customer placed a Everglades Tour from ***** with Transportation through Viator with a travel date of 8/17/2024. As we previously stated, the customer submitted documentation in regards to the low price guarantee. After reviewing, unfortunately the customer is not eligible for any refund.
  
  Kind Regards,
  Viator Customer Care
  
  

• Initial Complaint

  Date:08/23/2024

  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.

  ******* Booking Reference ********** We booked a tour through Viator with Halara Travel for a cruise excursion in ****** on June 29th 2024 for 6 people for $701.49. We were notified of a name and time change (from Halara Travel to JAT) for our tour with less than 24 hours' notice. We missed the tour because the pickup location at ***************** was large and unspecified, the name we were looking for was changed and we were told to meet at 12:15, not 12:30 as specified on the ticket. Due to the short notice provided by Halara Travel, we were unable to find the tour guide and participate in the tour as planned.See the WhatsApp messages that we did not receive until after we realized we missed the tour as we were using the details provided on the tour tickets. We did not get the WhatApp message because our phone was on airplane mode to try to save on international usage charges. We were refused a refund on the grounds that we did not provide 24 hours' notice of our cancellation. However, I find it concerning that Halara Travel did not adhere to the same standard of giving 24 hours' notice for crucial changes to the tour details. Halara Travel also violated Visitors policy by using ******* to message us about the changes. Viator policy states the customer should be emailed and the original ticket should be changed, neither of which happened. This situation has left us feeling frustrated and disappointed, as we were not given a fair opportunity to adjust our plans accordingly.I have emailed the Viator multiple times on July 10, Aug 21 and Aug 23 with no response. I would appreciate your prompt response on how this matter can be resolved fairly.***** **** Chat with a Viator representative Thank you for your patience, *****. I understand how frustrating this situation must be for you. After reviewing your booking details and the information you've shared, it seems that the vendor's changes made with less than 24 hours' notice do not align with our policies.

  Business Response

  Date: 08/26/2024

  Thank you for contacting Viators customer service. On 4/26/2024,4:35 AM the customer booked a The Best of Corfu Shore Excursion for Cruise Passengers reservation for 6/29/2024. The voucher that Viator sent to the customer states the following information regarding meeting point and instructions Cruise passengers will be met next to their ship inside the cruise port.Please walk 1-2 min away from the gangway and look out for the * A T sign.PICKUP TIMES MAY VARY FROM THE TOUR START TIME AND WILL BE AD*USTED IN ACCORDANCE WITH YOUR SHIPS ARRIVAL Please check your email at least 12 hours before your scheduled activity for detailed pick-up information including the exact pickup time. On Saturday April 27, 2024 the local tour operator send an email to the customers email address **************** via Viators internal communications system stating the following information regarding the pickup Dear *****, Thank you so much for choosing to book with us! We're thrilled to inform you that our team of expert guides in ***** is dedicated to ensuring you have an unforgettable tour experience. As your tour date approaches, we will provide you with the precise pickup time. On the day of your tour, our vehicle will be ready and waiting for you inside Corfu port,displaying a noticeable "*AT" sign on its windshield. We've secured a special license to allow us to approach your cruise ship as closely as possible with our vehicle. Therefore, we kindly request that you avoid taking the cruise port bus to the terminal. Instead, take a short walk just a few feet from the ship, where you'll find us waiting for you. If you have any inquiries or need assistance, please do not hesitate to reach out to us. Warm regards, ***** On Friday *une 28, 2024 the local tour operator sent the customer the following email to **************** via Viators internal communications system Dear *****, On *une 29, between 12:15-12:30 PM, cruise passengers will be met NEXT TO THEIR SHIP INSIDE THE CRUISE PORT. PLEASE WALK 1-2 MIN AWAY FROM THE GANGWAY LOOKING OUT FOR * A T SIGN. Please note that PICKUP TIMES MAY VARY FROM THE TOUR START TIME MENTIONED ON YOUR TICKET AND WILL BE AD*USTED IN ACCORDANCE WITH YOUR SHIPS ARRIVAL. The disembarkation process in Corfu port is typically swift and efficient, but please ensure not to oversleep on this particular morning as we won't be able to wait for delays unrelated to ship operations. Please keep an eye out for a "* A T" sign. We've secured a special license to allow us to approach your cruise ship as closely as possible with our vehicle. Therefore, we kindly request that you avoid taking the cruise port shuttle to the terminal. Instead, take a brief stroll just a few steps from the ship, and you'll find us waiting behind the first few rows of bus parking. There's no need to print your tickets, as our guide will have your names listed. In case you need to contact our Corfu tour coordinator, please use the following number: ***************** (WhatsApp/cell). For emergencies,please use: ***************** (WhatsApp/cell). . Please kindly CONFIRM that you have received this email. Have a nice ******, ***** On *uly 01, 2024 the customer requested a refund via the self service request a refund with our local operator option stating the following Sorry we missed the tour. instructions were unclear. The booking said look for halavar tours and you messaged us in whats app at the last minute changing the pick up location and name we were looking for so we missed the bus. We did not see the whats app. Due to your changes we missed it.  On *uly 01, 2024 the local tour operator rejected this refund request as all information was provided to the customer prior to their tour. On *uly 10, 2024 the customer filed a chargeback with their bank which Viator has won. No refund can be provided for this reservation.

  Customer Answer

  Date: 08/27/2024

  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 # ********.

  Dear Viator Customer Service,
  Thank you for your response, but I must clarify several points regarding my booking for "The Best of Corfu Shore Excursion for Cruise Passengers."
  First and foremost, this tour was booked on May 11, 2024, not April 26, as you mentioned. Therefore, the instructions you claim were sent in April could not have been received by me, as the booking did not exist at that time.
  Additionally, there were no internal messages sent through Viator's communication system, and the official ticket was never updated with any new information. I checked Viator and my email the day before the tour, and there were no messages indicating any changes. After confirming this, I switched my phone to airplane mode to enjoy my vacation and save on international charges. Unfortunately, less than 24 hours before the tour, I received a WhatsApp message with significant changes to the tour company name and the pickup time. Since my phone was in airplane mode, I did not receive this message until after the tour had already departed, assuming it even took place.
  If this information had truly been provided as claimed, the ticket on Viator should have been updated accordingly, but this did not happen. This lack of proper communication added to the confusion and led to us missing the tour. As a customer, I expected all critical tour details, especially last-minute changes, to be communicated through the official Viator platform, as this is the standard procedure. The failure to do so is unacceptable.
  Regarding the chargeback case, while I understand that it was decided in Viator's favor, I believe this decision was based on inaccurate information. The emails the operator claims to have sent were never received, and this contributed to the misunderstanding. In fact, I have no way of knowing if the *** tour even took place or if this entire situation is fraudulent.
  This situation caused significant stress and inconvenience, depriving us of the experience we paid for. I trusted Viator as a reputable platform to ensure a smooth and enjoyable tour, but the mishandling of communication has severely impacted that trust.
  Given these circumstances, I kindly request that you reconsider my refund request.

  Regards,

  *****

   

   

  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 contact their bank or financial institution in regards to their refund. 
  
  Kind Regards,
  Viator Customer Care
  
  

  Customer Answer

  Date: 09/09/2024

  Dear Viator Customer Care,

  
  I am writing to express my disappointment with how our recent tour was handled and to clarify that the credit card dispute is now closed, so I believe Viator can and should assist in resolving this issue.

  
  As explained, we were notified of a name and time change (from Halara Travel to JAT) for our tour with less than 24 hours' notice. As a result, we missed the tour due to the large, unspecified pickup location, the name change, and a time discrepancy. The ticket stated a 12:30 meeting time, but the WhatsApp message instructed us to meet at 12:15.

  
  On the day before the tour, I checked the Viator app and my email for updates but received no communication. Later, at 8:15 pm, a WhatsApp message was sent with the tour changes, giving less than 24 hours' notice. This method of communication violates Viators policy, which requires official changes to be sent via email and reflected in the Viator system. Neither of these steps was followed.

  
  After the tour operator denied our refund request, we initiated a chargeback with our **** card provider. The chargeback was resolved in Viators favor based on the tour operators claim that the tour went as scheduled. However, this dispute has now been closed, and no further action can be taken through my financial institution.

  
  I then contacted Viator customer service to seek a resolution, but no satisfactory outcome was provided despite the evidence I shared. I was left with no choice but to file a complaint with the Better Business Bureau to address the violations of your policies that were not resolved through the chargeback process.

  
  The only proof provided to **** was the WhatsApp message, which was sent with insufficient notice. Furthermore, the tour operator falsely claimed to have emailed me on April 27th, which is impossible as the tour was not booked until May 11th.

  
  We booked multiple tours through Viator for this trip and had wonderful experiences with the other seven tours completed during our 10-day cruise. It is puzzling and disappointing that Viator is supporting a vendor that violated your own policies and left us without a tour.

  
  The reason I contacted the Better Business Bureau is to address the issues that were not covered by the chargeback process. Specifically, I dispute the tour operator's claim that they communicated crucial changes via official Viator channels. The lack of proper notice regarding these changes directly led to us missing the tour.

  
  This matter highlights Viators responsibility to ensure proper communication between customers and tour operators. I hope ********************** will review this situation independently of the chargeback process. Given the multiple failures to adhere to your policies, I respectfully request a full refund of $701.49 for the six people we booked.

  
  I trust you will take this matter seriously and process my refund promptly.

  
  Thank you for your attention to this issue.

  Regards,

  *****

  Business Response

  Date: 09/24/2024

  Thank you for contacting Viators customer service. On 4/26/2024, 4:35 AM the customer booked a The Best of Corfu Shore Excursion for Cruise Passengers reservation for 6/29/2024. The voucher that Viator sent to the customer states the following information regarding meeting point and instructions Cruise passengers will be met next to their ship inside the cruise port. Please walk 1-2 min away from the gangway and look out for the * A T sign. PICKUP TIMES MAY VARY FROM THE TOUR START TIME AND WILL BE AD*USTED IN ACCORDANCE WITH YOUR SHIPS ARRIVAL Please check your email at least 12 hours before your scheduled activity for detailed pick-up information including the exact pickup time. On Saturday April 27, 2024 the local tour operator sent an email to the customers email address **************** stating the following information regarding the pickup Dear *****, Thank you so much for choosing to book with us! We're thrilled to inform you that our team of expert guides in ***** is dedicated to ensuring you have an unforgettable tour experience. As your tour date approaches, we will provide you with the precise pickup time. On the day of your tour, our vehicle will be ready and waiting for you inside Corfu port, displaying a noticeable "*AT" sign on its windshield. Changes were communicated to the guest on April 27,  2024 and on *une 28, 2024.  The local supplier did send a follow-up through ********, however, these messages were sent via the Viator internal messaging system. The local tour operator has provided all the required in a timeframe that allotted the guest time to make the necessary adjustments to locate the tour. Unfortunately, Viator is unable to offer a refund. 
  
  Regards, 
  Viator Customer Service 

  Customer Answer

  Date: 09/24/2024

  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 # ********.
  Thank you for providing Viator's response. However, I would like to address an important discrepancy in the timeline provided by Viator.
  The tour in question was not booked until May 11, 2024, as shown in my booking records, which I have attached. Therefore, it is impossible that the local tour operator could have sent an email with the details they claim on April 27, 2024, prior to the booking date. No such email was ever received by me at that time because the booking did not exist then.  
  Furthermore, I was not informed of the name and pickup point change until less than 24 hours before the scheduled tour via a WhatsApp message. This short notice did not provide me with sufficient time to adjust. Viators own policies state that significant changes should be communicated well in advance, and this standard was not met.
  I am appalled that Viator is standing by a tour operator that is falsely claiming to have sent an email before the booking even occurred. Given these facts, I respectfully request a full refund of $701.49 for the six passengers.
  Thank you for your attention to this matter.
  Sincerely,
  ***** ****

   

• Initial Complaint

  Date:08/22/2024

  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 through Viator to visit the ***************************** and a coffee farm in ********. I paid $110 for these 2 trips. On the day of the tour when the tour guide picked me up, we could not go to the coffee farm because the road to the farm was closed due to construction.I later contacted Viator because I had paid $110 and not received the tour that I had paid for, and I received a **** response back from them saying that they did not care! I believe it is illegal for a company to take money for a service, then not provide that service, and not offer any type of refund.I believe I am entitled to at least a partial refund since I did not receive the tour that I had paid for.Also, Viator should do a better job vetting the companies they work with. The "company" that operated this tour is called "***************" and is not a company but rather a one-man operation. And that man is not a very good tour guide. He spent much of the time on his phone, and even tried to end the tour several hours early when it started to rain a little (barely drizzling!) despite the fact that he had advised me to wear a raincoat since rain showers are common in that part of ********. If I were Viator I would not want to risk my business's reputation by working with such people.

  Business Response

  Date: 09/10/2024

  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 

• Initial Complaint

  Date:08/22/2024

  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 a Tour with this company. They didn't send me the tickets! And now they won't reimburse me for over $250.00!

  Customer Answer

  Date: 09/06/2024

  I have not heard from the business in response to my complaint. Nor have they attempted ANY resolution with me. Just kept denying my claim.

  Business Response

  Date: 09/07/2024

  Viator has reviewed the case. The customer booked a Tour Eiffel Tour au Second Etage et Option Sommet with a travel date of 8/21/2024. The tour operator ******** has advised they operated as normal and It is imperative for visitors to arrive at the meeting point at least 30 minutes before the scheduled departure of the tour. Unfortunately, this condition was not met by the participants of that reservation It is crucial to emphasize that our tour is not a private tour. The tour operator Discover advised the visitors associated with this booking failed to appear at the designated meeting point.
  
  
  Kind Regards,
  Viator Customer Care
  
  

• Initial Complaint

  Date:08/22/2024

  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.

  On August 20, 2024, I bought a tour using ************************** for a 5-6 hr rainforest tour with transport for the following morning for which I paid $58.05.The tour stated 9am start time (which I selected). The details stated that transport could begin an hour earlier than the listed time but that we would be contacted for the exact time.The itinerary stated that transportation to the rainforest was 1 hour.The pickup details also stated pickup directly from your hotel door.After booking and paying I was texted by ******* Tours, the tour operator, about an hour later that listed additional information not included in their listing. The first of which is that they could be picking me up at as early as 6:30 AM. I told them my pickup location of *********** in ****************, which I had already provided at the time of booking and was told that I would be the first pickup. So a 6:30 pickup was likely and I was told to meet them nearby, rather than being picked up right from my door (which the later is not a huge deal).I told them I couldnt be ready before 7am, and that I chose this tour listed as a small group tour, so that we wouldnt be driving around for several hours, as I had with a previous tour. Only, what bothered me is the start time for pickups was not 1 hr earlier than 9, but 2.5 hours earlier. I told them that I couldnt be ready that early and that I didnt want to spend that long in a car. So I think I have to cancel. They replied (to paraphrase) this is normal for all tour companies so they can pick up other guests. I immediately reached out to Viator for a refund and explained that the start time was incorrect on their listing, the transportation during (which said both 1 hr to the rainforest and 1 hr before start time) was conflicting with what I was later told, and that the activity duration was incorrect (5-6 hrs), actually 11 hrs with driving. Viator submitted refund request, which was later denied.

  Customer Answer

  Date: 09/06/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 09/06/2024

  Viator has reviewed the case. The customer booked a *********** El Yunque Rainforest Vivid Day Tour with Transport with a travel date of 8/21/2024. The tour operator ************* advised the customer pick up would be at ******, and the customers tour start time is at 9:00. Based on the information provided, Viator has decided to refund the customer in full and we have notified the customer.
  
  Kind Regards,
  ********************** Customer Care
  
  

• Initial Complaint

  Date:08/22/2024

  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.

  ****** *****, a non-English-speaking member of a 4-person travel party, purchased from Tripadvisor (TA) on 2/1/24, four tickets for a Roaming Navajo (**) tour of ********************* and two other sites. The tour, led by **, occurred on 5/24.Amount paid: ******* Euros, equivalent on 2/1 to $1303.51.TA and ** contracted to provide a tour described (see document Tripadvisor Confirmation) as Antelope Canyon Prime Time, ***************, **************. The ** Website (******************************************************************************) describes the tour as First stop, ********************* stop is ************** last stop: ****************************. A short hike down a set of rock-carved stairs leads to this viewpoint on the rimaffords an unparalleled view of the river, the canyon, and ********************TA arranged for ** to transport us to and from the base of ********************* and to and from **************. A separate tour company provided transport to *********************. ** was supposed to provide transport to and from *******************, but it did not. Mr. ***** contacted TA on 5/24 to request a refund for the incomplete tour. On 5/30, Viator, owned by **, refused on the grounds that RM had taken us to all three scheduled stops. (Aviator: The provider also drove you from [Antelope] Canyon to ************** and *******************.) This is not true. We did not visit ****************** provided tours to only two of three scheduled stops. They did not provide a ******************* tour. Thus, I request a 33% refund for showing us two of the three stops. 33% of $1303.51 = $430, which should be refunded to ****** *****, *********************** Clerc knew that three stops were promised, but because his English is limited, he was unable to object to the shortened tour. TA and ** promised, and Clerc paid for, a 3-part tour, but ** provided only two of those parts. Mr. ***** should receive $430, which is equal to 1/3 of the paid tour price.

  Business Response

  Date: 08/15/2024

  Viator has conducted a thorough review of the case. The customer made a booking on February 1, 2024, for the Antelope Canyon Prime Time, ***************, and ************** 4-Hours Sightseeing Tour, with the travel date scheduled for May 24. The initial contact made by the customer with both the Local Tour Operator and Viator pertained to a discrepancy in pricing. The customer asserted that if they had booked the visit independently, the cost would have been lower than the amount they paid.

  The activity booked by the customer included transportation to and from their hotel, as well as all tickets, fees, taxes, and the services of a Professional Navajo Guide, which were duly provided. It was only recently that we became aware of the customer's concern regarding a missing stop on their itinerary, specifically the ********************

  Upon reviewing the Viator product page in conjunction with the Local Tour Operator, it is noted that this stop is described as Overlook. The description states, A short hike down a set of rock-carved stairs leads to this viewpoint on the rim of the river and dam. According to the Local Tour Operator, the customer was able to enjoy this viewpoint; however, as indicated in the description, a visit to the Dam itself is not included in the itinerary.
  Since all aspects outlined in the tour description were provided and enjoyed by the customer, a refund for this booking is not feasible.

  Business Response

  Date: 09/10/2024

  Viator has conducted a thorough review of the case. The customer made a booking on February 1, 2024, for the Antelope Canyon Prime Time, ***************, and ************** 4-Hours Sightseeing Tour, with the travel date scheduled for May 24. The initial contact made by the customer with both the Local Tour Operator and Viator pertained to a discrepancy in pricing. The customer asserted that if they had booked the visit independently, the cost would have been lower than the amount they paid.
  The activity booked by the customer included transportation to and from their hotel, as well as all tickets, fees, taxes, and the services of a Professional Navajo Guide, which were duly provided. It was only recently that we became aware of the customer's concern regarding a missing stop on their itinerary, specifically the ********************
  Upon reviewing the Viator product page in conjunction with the Local Tour Operator, it is noted that this stop is described as Overlook. The description states, A short hike down a set of rock-carved stairs leads to this viewpoint on the rim of the river and dam. According to the Local Tour Operator, the customer was able to enjoy this viewpoint; however, as indicated in the description, a visit to the Dam itself is not included in the itinerary.
  Since all aspects outlined in the tour description were provided and enjoyed by the customer, a refund for this booking is not feasible.

  Customer Answer

  Date: 09/12/2024

  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,

  *****

   

   

  Business Response

  Date: 09/17/2024

  On The 1st of September, 2024, the customer booked the Antelope Canyon Prime Time, ***************, and ************** 4-Hour Sightseeing Tour, with the travel date scheduled for May 24th 2024. The initial contact made by the customer with both the local tour operator and Viator is regarding a discrepancy in pricing. 
  The customer stated that if they had booked the visit independently, the cost would have been lower than the amount they had paid, but as the activity booked by the customer included transportation to and from their hotel, as well as all tickets, fees, taxes, and the services of a Professional Navajo Guide, which were duly provided. The price discrepancy is motivated by the additional services that were included in the price of the tour and that were diligently offered by the local tour operator.
  
   Regarding the customer's concern about a missing stop on their itinerary, specifically the ******************** 
  Upon reviewing the Viator product page in conjunction with the Local Tour Operator, it is noted that this stop is described as Overlook.
   The description states, A short hike down a set of rock-carved stairs leads to this viewpoint on the rim of the river and dam. According to the Local Tour Operator, the customer was able to enjoy this viewpoint; however, as indicated in the description, a visit to the Dam itself is not included in the itinerary. Since all aspects outlined in the tour description were provided and enjoyed by the customer, a refund for this booking is not feasible.
  
  

  Customer Answer

  Date: 09/18/2024

  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. 

  Viator bases its decision on the continued lies supplied by the Local Tour Operator. Thus, I have no choice but to take up this case with legal authorities, who will be better able to evaluate objective evidence
  
  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,

  *****