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:08/22/2024

  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 recently purchased a ticket through Viator for a tour of the ************************** in *******, *****. The instructions provided included a vague and difficult-to-find meeting address, rather than simply stating "meet at the Alczar." As a tourist unfamiliar with the area and without reliable cell reception, this made it extremely challenging to locate the meeting point.When I reached out to Viator's customer service for assistance, I was shocked to be told that they couldn't help because they "weren't there." Despite giving them my exact location, they were unable to direct me to the correct meeting spot. Additionally, I had no means of contacting the tour guide directly, leaving me completely stranded and *********** a result, I was unable to join the tour I had paid $59.99 for. Viator has refused to provide a refund, citing that the product was "delivered." I have already opened a case with ****** (Case ID: ******************* regarding this transaction. However, I am extremely disappointed with Viator's lack of clear instructions and poor customer service, which ruined what should have been an enjoyable experience.I am requesting a full refund for this purchase due to the failure of Viator to provide clear instructions and adequate customer support.

  Business Response

  Date: 08/19/2024

  On, 6/30/2024, the customer independently booked the Cathedral, Alcazar and Giralda Guided Tour with Priority Tickets
  for a travel date of 7/14/2024 for a 1pm departure.  These tickets are under the All Sales Final policy.  Once these tickets are purchased there cannot be any amendments or refunds for cancellation.  The customer must also acknowledge the terms and conditions before purchasing the booking.  Once the customer purchased the booking, they were immediately sent a prepaid voucher ticket which contains that contact phone number to the local tour operator, the address to the departure location, along with details on what to expect.  The customer contacted ********************** **************** on the date of the tour to request a later time.  Unfortunately we were not able to amend the tickets nor issue a refund as the customer requested  The customer filed a chargeback against ********************** through their financial institution.  After the Viator's Chargeback Team and the customer's financial institution investigated the matter of the refund denial, the customer's financial institution ruled in favor of Viator.  Although we understand the customer's frustration.  ********************** is not able to process the refund for the customer as the tickets were already purchased for the customer's requested date and time and are non-refundable.  
  
  Regards,
  
  Viator ****************

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22124754
  
  I am rejecting this response because:

  I understand there's a policy. However, I wasn't put in contact when I needed help getting to the tour. I was told by the operator that "I'm not there, I can't help you" even after I gave them my location. 

  I received no help and I'm completely dissatisfied. Should be no problem to refund someone less than $70.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 09/10/2024

  On, 6/30/2024, the customer independently booked the Cathedral, Alcazar and Giralda Guided Tour with Priority Tickets
  for a travel date of 7/14/2024 for a 1pm departure.  These tickets are under the All Sales Final policy.  Once these tickets are purchased there cannot be any amendments or refunds for cancellation.  The customer must also acknowledge the terms and conditions before purchasing the booking.  Once the customer purchased the booking, they were immediately sent a prepaid voucher ticket which contains that contact phone number to the local tour operator, the address to the departure location, along with details on what to expect.  The customer contacted ********************** **************** on the date of the tour to request a later time.  Unfortunately we were not able to amend the tickets nor issue a refund as the customer requested  The customer filed a chargeback against ********************** through their financial institution.  After the Viator's Chargeback Team and the customer's financial institution investigated the matter of the refund denial, the customer's financial institution ruled in favor of Viator.  Although we understand the customer's frustration.  ********************** is not able to process the refund for the customer as the tickets were already purchased for the customer's requested date and time and are non-refundable.  
  
  Regards,
  
  Viator ****************

  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. 

  Again, as I mentioned, when I called in for help, no one help me and everyone acted like they didn't know their job. I will not accept this. 
  
  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

  The customer did file a chargeback against this charge for this booking.  Once the customer files a chargeback with his/her bank, Viator **************** is no longer able to intervene and assist with the refund request.  On July 31, 2024, the customer's bank ruled the chargeback in favor of Viator.  Respectfully, due to the decision of the charge back outcome, Viator is not able to refund the customer.  

  Customer Answer

  Date: 09/16/2024

  I wish this response were acceptable. A company of this magnitude could easily make this refund happen, no excused.

  As a member of the **********************, it is my duty to ensure my fellow military members aren't taken advantage of nor treated dishonestly. If I do not receive the refund I am justly due, I will be reporting this to our public affairs and recommending Viator to be black-listed for ALL military members, their dependent, and veterans. 

  
  Regards,

  ******

   

   

• 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 Tuesday July 23rd I went to the colosseum in **** to obtain my tickets per viator sold third party ticket. Instructions provided my tour operator false. Instructions saidi would get QR code. QR code was never sent. Pdf provided could never open in what's app. Instructions said go to ticket booth 7 and 8 . These do not exist. Both viator and third party said I didn't show up. I showed up cause I had to buy the tickets again. Additionally the colosseum has reduced the number of tour operators allowed to sell 3rd party tickets. This incident gives the appearance viator does not confirm vendors are even allowed to operate in these sites.

  Business Response

  Date: 08/19/2024

  Thank you for contact Viator customer support. The customer booked a ****: *********, Roman ****** and ************** Hosted entry reservation on 6/18/2024, 3:14 AM for a travel date of 7/23/2024. Once booked a Viator voucher was sent to the customer at the email listed on file ( ********************* ). The viator voucher states the following information: You will be sent an e-copy (PDF) of your entry pass before your booked time, but not before 7-24 hours.  On Monday July 22, 2024 the customer reached out to the local tour operator directly via Viators internal communications system stating the following: I have no ** code to enter the tour. On Monday July, 22 2024 13:15:02 GMT the local tour operator replied to the customer the following information via *********************** internal communication platform: please find your attach tickets Please note that the Colosseum ticket office has changed its policy for children's admission. They are no longer offering e-tickets. So you need to collect the tickets for your children from cashier number 6/7/8 inside the Colosseum after the security check. It is free of cost. Please get in touch with our representative if you face difficulty finding the desk (Mr ******* ****************). Or you may collect them from the following location ****************** Vecchia **************************************************************************************************** Attachments: ****************************************************************************************************************************************** has opened the link that the local tour operator has sent to the customer and can confirm the ** codes are valid and working. On Tuesday July 23 2024 01:53:13 GMT- the customer request a refund for their reservation stating the local operator did not provide a ** codes. On Thursday July 25 2024 06:16:30 GMT the local tour operator denied the refund as the ** codes were sent to the customer via *********************** internal communication. As the ** codes were sent directly to the customer a refund can not be issued. We hope this information is helpful and we hope we can be of service to you again in the future. 

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22124758
  
  I am rejecting this response because: 

  Tour provider did not provide any information as provided in contract terms. No Information was ever sent until I was at the colosseum. The data sent would not open. 

  Address and phone number provided if I had problems were provided after I was already at colosseum. 

  Multiple emails asking for instructions were ignored by vendor and viator. 

  Instructions for child tix was false . Tour provider knew there is no counter after security. 

  
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 09/10/2024

  Thank you for contact Viator customer support. The customer booked a ****: *********, Roman ****** and ************** Hosted entry reservation on 6/18/2024, 3:14 AM for a travel date of 7/23/2024. Once booked a Viator voucher was sent to the customer at the email listed on file ( ****************************** ). The viator voucher states the following information: You will be sent an e-copy (PDF) of your entry pass before your booked time, but not before 7-24 hours.  On Monday July 22, 2024 the customer reached out to the local tour operator directly via Viators internal communications system stating the following: I have no ** code to enter the tour. On Monday July, 22 2024 13:15:02 GMT the local tour operator replied to the customer the following information via *********************** internal communication platform: please find your attach tickets Please note that the Colosseum ticket office has changed its policy for children's admission. They are no longer offering e-tickets. So you need to collect the tickets for your children from cashier number 6/7/8 inside the Colosseum after the security check. It is free of cost. Please get in touch with our representative if you face difficulty finding the desk (Mr ******* ****************). Or you may collect them from the following location ****************** Vecchia **************************************************************************************************** Attachments: *******************************************************************************************************************. Viator has opened the link that the local tour operator has sent to the customer and can confirm the ** codes are valid and working. On Tuesday July 23 2024 01:53:13 GMT- the customer request a refund for their reservation stating the local operator did not provide a ** codes. On Thursday July 25 2024 06:16:30 GMT the local tour operator denied the refund as the ** codes were sent to the customer via *********************** internal communication. As the ** codes were sent directly to the customer a refund can not be issued. We hope this information is helpful and we hope we can be of service to you again in the future. 

• 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 scheduled a tour on the morning of 8/10 via online. I had searched tours in proximity to my stay. Upon checking the address after reservation I learned the tour was 1.5 hours away from my location. I reached out to the operator of the tour and was told to contact viator. I reached out to viator last night and inquired about a refund for the reservation. Viator said they would reach out to the operator via message. This morning I woke up to a cancellation notice. I did not cancel this. I called viator and was told I cancelled it. I did not cancel my reservation, I inquired about the possibility of a refund. Last night the operator messaged me to ask if we were still coming because I still had the reservation. 8:25 pm

  Business Response

  Date: 08/19/2024

  On 8/10/2024, the customer independently booked the White Water Rafting: Class III and IV on The ******* River for a travel date of 8/11/2024.  On 8/10/1014 we show record that the customer reached out to the local tour operator explaining they did not realize their hotel was so far away from the tour destination and asked to cancel.  The customer also reached out to ********************** customer service that same day in request to cancellation and a refund.  Once the customer booked the tour and accepted the terms and conditions, the tour was no longer refundable with in 24hrs of the travel date.  As a courtesy Viator reached out to the local tour operator for a refund approval.  The local tour operator approved a full refund due to the customers error.  ********************** processed the full refund to the customers original form of payment on 8/14/2024.  
  
  Warm Regards,
  
  Viator Customer Service 

  Business Response

  Date: 08/26/2024

  On 8/10/2024, the customer independently booked the White Water Rafting: Class III and IV on The ******* River for a travel date of 8/11/2024. On 8/10/1014 we show record that the customer reached out to the local tour operator explaining they did not realize their hotel was so far away from the tour destination and asked to cancel. The customer also reached out to ********************** customer service that same day in request to cancellation and a refund. Once the customer booked the tour and accepted the terms and conditions, the tour was no longer refundable with in 24hrs of the travel date. As a courtesy Viator reached out to the local tour operator for a refund approval. The local tour operator approved a full refund due to the customers error. ********************** processed the full refund to the customers original form of payment on 8/14/2024. Warm Regards, Viator ****************

• Initial Complaint

  Date:08/22/2024

  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.

  To Whom It May Concern:I booked the Full Day Zipline and Waterfall Rappelling Adventure (voucher #**********) on Viator.com in the amount of $330.00 with my boyfriend for Wednesday, August 7, 2024 at 9am. It is a six hour, vigorous, and physically demanding zipline and rappelling tour that requires good health through El Yunque rain forest in ***********. The cancellation policy stated a refund would be issued if cancellation was at least 24 hours. However, I had multiple episodes of diarrhea starting at 10:30am less than ***************************************** addition, I began to experience upper respiratory symptoms, sore throat, nasal congestion, a productive cough, and a fever of *****. My boyfriend the morning of the tour was also experiencing GI symptoms that included diarrhea and vomiting. I also took an over the counter Covid test and tested positive. We contacted Viator to cancel and ask for a refund and they refused and said their 24 hour cancellation policy would not allow for it. However, it is out of my and my boyfriends control that we became ill less than 24 hours before the tour began. We were unable to physically attend the tour and tried on multiple occasions to contact Viator. Viator made no efforts to be fair and understanding of the severity of our illness and refund our money. I visited *********** upon my return to ******** and the health care provider confirmed that I have a viral infection, but no longer tested positive for Covid and had quarantined for 5 days starting on Tuesday.

  Business Response

  Date: 08/20/2024

  Thank you for reaching out to customer service. ********************** has reviewed this case. Please be advised that according to the cancellation policy, the customer must cancel before 24 hours for a refund. Unfortunately, there are no exceptions for COVID or general illness. However, as a courtesy, a full refund was issued the the customer on August 12. 
  
  Thank you,
  viator ****************

  Customer Answer

  Date: 08/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

  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:08/22/2024

  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.

  Hello. I really need help. I went on vacation in July and got a boat and captain rental. I wanted to use Jager knights so I contacted them. I set it up via email. They said to put a down payment on it. I went online and did and sent them a screen shot. They said they no longer use viator and have no idea how this happened and to cancel immediate. I emailed Viator and said i accidentally bought a service they no longer provide. I did not hear back. I emailed again and they couldnt even find my reservation. They refused to refund the money even though I never received the service. I denied the charge on ******. And ****** will not help me. They claimed I received the service. I never received the service and have not heard from viator. I am not sure how or why ****** decided that. This is almost $400 dollars that was stolen from me. I saved all year to get this boat for my family which cost me $645. I cannot afford another $400 for something. I did not want nor did I receive! Please help me.

  Business Response

  Date: 08/20/2024

  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 

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22133901
  
  I am rejecting this response because: I did do a chargeback request. And it was denied because I got the service. I never got the service!!!! I emailed multiple times. I have not been able to get a response as to why you think I revived the service. I did not receive any service from viator. I accidentally purchased it because I thought thats how I needed to pay from jager knights. ***** told me that I needed to deny that charge because they stopped using viator years ago. I am not sure how this keep falling between the cracks but viator is keeping nearly $400 of my dollars for something I didnt want, need, or use. I just want my money back. Please! 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 08/27/2024

  Viator has re-reviewed the case.
  Customer made a booking for *********** and ********* with Drinks Private Tour in ********* for July 17 travel date. The listed price is USD ****** for 6 people. Our local tour operator for this activity is Mi Viaje a Panam, and they did not agree on refund due customer cancelled this booking 1 hour before the tour. 
  Customer is stating about Jager Knights, but this activity is not operated by **************
  
  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: 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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  I tried to reach out  I replied to emails and did everything I could to get in contact with Viator. They did not reach back out to me. I googled ************* and purchased it through Viator somehow by mistake  I did not mean to buy it. And why would I pay for two services in the same day for the same time? I dont understand how you can keep my money for an honest mistake then not contact me at all about it. I spent all year saving for this for my family. I cannot afford another $400. I did not mean to buy it, and did my best to fix the situation.

  
  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 await the decision from their financial institution.

  Kind Regards,
  Viator Customer Care
  
  

  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. 
  

  i did get a decision from ******, but I dont understand why Im not getting my money back? They would not tell me why. I accidentally bought this and then filled out some form stating it was done in error. I did not hear from Viator ever! I messaged them many times. At one point they couldnt even find my reservation. They took nearly $400 and did not contact me and now will not give my money back for a service I did not want or use. I am begging for someone to help me. I dont understand why this is so hard to understand, and I dont understand why they think its acceptable to just keep my money. I didnt want this service. I never used this service. They are really hard to get on the phone or contact via email.  
  

  i tried the chargeback. ****** just informed me that I wasnt getting my money back. They would not tell me why. I need help, please! 

  
  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: 09/24/2024

  Thank you for contacting customer service. ********************** has done a secondary review of the complaint. Unfortunately, we are unable to offer a refund. The tour booked through Viator was not contracted to be provided by ***** Tours (******************) but by a local tour operator named My Trip to ******. The customer canceled the activity less than 24 hours from the departure time and outside of the timeframe to receive a full refund. We regret the customer booked in error, however My Trip to ****** had prepaid all expenses and were fully prepared to provide the service for the customer. 
  
  Regards,
  ********************** Customer Service 

  Customer Answer

  Date: 09/24/2024

  That is not true. I have an email of me asking for a refund less than 24 hours after I accidentially bought it! I did not mean to purchase it, and sent an email immediately after on July 17. But this company has ignored me and has not ever-- not once reached out to me. It should be illegal to keep my money. I never wanted to make this purchase. I have reached out multiple times. They are lying and stealing and trying to keep over $400. I just do not understand it. 

  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:08/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family and I were vacationing at *************, ** from August 6 to August 9, 2024. On Wednesday August 7th, I googled Maid of the Mist tour and picked a tour for my family. The total cost was $693.26 which I paid with my Discover card. I checked my email to make sure the tickets were sent. The morning of the tour, I checked the tickets to find out where we were to get the boat. That is when I realized I had made reservations in ******! None of us had passports, so there was no way to get there. I immediately called and alerted them of my mistake. This was probably around 6:30 am and our tour was at 7:45am. I spoke with ****** who took the information and advised me that I may not get my money back. I was devastated! I am 76 years old and live on a fixed income. I saved a long time for this trip and couldnt believe Viator was going to keep the entire sum! I could see maybe $100.00, but not the whole amount. I have sent many emails, but to no avail.

  Business Response

  Date: 08/21/2024

  Thank you for contacting customer service. The customer booked the "*************: First Boat Cruise & Journey Behind the Falls" experience independently on the Viator website on August 06, 2024. The travel date was for August 08, 2024. According to the stated and agreed terms, the customer needed to cancel 24 hours before the departure time to receive a full refund. Unfortunately, the customer informed ********************** and the local tour provider, ******************, on the morning of August 8, 2024, that they had booked the wrong location. Viator reached out to Walks Canada and they offered to reschedule the customer once they were able to obtain a passport. The location of the tour is listed as ************* & Around, ****** on the Viator website and the meeting point address that can be viewed before making the booking is: ******************************************************************************************************************. This information was available to the customer prior to finalizing the reservation. The customer also received the voucher immediately upon booking and had the opportunity to view the tickets and the meeting point. Regrettably, Viator cannot offer a refund under the circumstances.

  Regards, 

  Viator Customer Service 

   

  Customer Answer

  Date: 09/06/2024

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

  Business Response

  Date: 09/08/2024

  Thank you for contacting customer service. The customer booked the "*************: First Boat Cruise & Journey Behind the Falls" experience independently on the Viator website on August 06, 2024. The travel date was for August 08, 2024. According to the stated and agreed terms, the customer needed to cancel 24 hours before the departure time to receive a full refund. Unfortunately, the customer informed ********************** and the local tour provider, ******************, on the morning of August 8, 2024, that they had booked the wrong location. Viator reached out to Walks Canada and they offered to reschedule the customer once they were able to obtain a passport. The location of the tour is listed as ************* & Around, ****** on the Viator website and the meeting point address that can be viewed before making the booking is: ******************************************************************************************************************. This information was available to the customer prior to finalizing the reservation. The customer also received the voucher immediately upon booking and had the opportunity to view the tickets and the meeting point.

  Regrettably, Viator cannot offer a refund under the circumstances.

  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. 

  I am not Disputing that I made a mistake in booking the tour, my complaint is that the amount that they are charging me 

  Business Response

  Date: 09/13/2024

  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: 09/22/2024

  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. 

  [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: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.

  Friday Aug 9th 2024 ****** Sunset sail with appetizers and open bar On our way to the meeting spot for our tour, the road was closed off to the location we needed to meet. So we had to find a different parking area and walk to get to the location. I am not from ***** and I don't know the area. Finally after walking and talking with the locals we found the meeting point. By this time the boat had already left. The next day we found the alternate rout to the correct parking area, and spoke with the company. initially i was not looking for a refund but just to have the tour rescheduled for the next day. They looked in there data base and said they were no more available. ok fine. I would like a refund then, they told me if i want a refund i would have to go through, who i booked the tour through. Viator says there's nothing they can do, it was my fault i wasn't there on time. If the road was not blocked we would have made the correct time. That information was not disclosed about an alternate rout to the meeting point. if they did let us know and i still missed the window than i understand. But nothing was said about a road being blocked due to construction. We had to walk a good distance, we are not Olympic sprinters and are not from, nor have ever been in ***** to understand how to navigate around that town. This makes no sense of how this is my fault.

  Business Response

  Date: 08/21/2024

  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 

  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.

  1. US$806.12 tour booked for May 25/24 for 7 adults for "Tokyo Private Tour by Car/Van with English Speakig Driver". Confirmation#**********. Booking Ref: ********** 2. I sent Viator by registered mail copies of all relevant info requesting a full refund as I did not receive what I contracted fo and paid for.3. The guide was 40 minutes late and arrived with 2 cars instead of 1 van as I had ordered and paid for which completely split up our family of 7 4. I called Viator and told them BEFORE setting foot in the vehicles that 2 cars were unacceptable and that I had paid EXTRA for 1 VAN so my family could be together on their first trip to ******5. The driver of the car my husband and I were in, could NOT speak English...he ADMITTED it.6. My husband had to resort to using ****** on his phone to describe what we were seeing.7. I advised Viator in my letter to them of June 22/24 that they needed to check their phone LOG for proof of my phone calls to them and my complete and utter dissatisfaction at NOT receiving anything that I paid for for.8. VIATOR contracted out our tour to "YUJIN TOURS" in *****. Viator, contacted the supplier and based on their commments have not adressed our issues or made any attempt to resolve our complaint.

  Business Response

  Date: 08/15/2024

  Hello, 

  Thank you for contacting us about the booked Tokyo Private Tour by Car/Van with English Speaking Driver with booking reference number BR-1123709979. 
  

  Since you have not received as booked 10 Seater Hiace vehicle, and the local operator started the tour with a delay of 40 minutes.

  We decided to offer you a partial refund of 20% from the paid amount. Please be informed the booked tour option Group up to 9 w/Driver includes no guide as some other available tour options.

   We apologize that one driver could not speak English well, however, as mentioned the booked tour option was not guided and includes only the following as written at the attached voucher:

  Air-conditioned vehicle
  Private transportation
  Meet and Greet
  Petrol/Gas
  Wifi hotspot (In vehicle when available)
  Toll

  At Viator, we believe that all feedback is important and helps improve our customer experience. Your feedback has been shared with the local tour provider and we look forward to assisting with any future travel plans.
  

  Regards,
  
  Viator Customer Service

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22141603
  
  I am rejecting this response because:

  We booked a tour for our family of 7 people to see the sights of ***** TOGETHER. i personally phoned Viator, before leaving ******,  to CONFIRM that I would receive ONE car/van that would hold our family of 7 people. I was promised that I would have a tour vehicle that would accomodate us, thus, with that assurance and promise, I paid for the tour before leaving ******. Viator's ad clearly states (as per the documents submitted) that the tour advertised  and for which I relied on, read as follows: "TOKYO PRIVATE TOUR BY CAR/VAN WITH ENGLISH SPEAKING DRIVER". 

  I did not receive a "van" or "car" for our group. I did not receive an "English Speaking Driver". The car my husband, son and I were in had a driver who could not speak ANY English and when asked if he could speak English, said "NO".

  We paid a lot of money to Viator for this tour, US$806.12 and we did not receive what you advertised and what you promised to deliver.

  It is also very disappointing that no one from Viator chose to answer my written attempt (my registered letter dated June 22/24) to try and resolve this issue.

  As I said in this letter, we have happily used Viator in the past and have NEVER before requested a refund. Until now.
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 08/20/2024

  Thank you for contacting customer service. Per the terms and conditions on the Viator website it does state that Viator is not a travel or tour agency, and we do not provide such experiences ourselves. When you make a booking, you will be purchasing a tour, ticket or other service directly from the third-party supplier. By the customer accessing or using **********************'s services, they are indicating that they have read the Terms of Use and agree to be bound by them. Per the terms and conditions, occasionally a Supplier may make a change to a Product after your purchase, including but not limited to the date, price, inclusions, coverage, age requirements, and/or any other Product features and/or requirements. As a result, Viator (acting on the Suppliers behalf), reserves the right to cancel, change or substitute any Product that you have purchased, at any time, for any reason. Viator has provided a partial refund and is unable to provide any further refund on this occasion. 

  Regards, 

  Viator Customer Service 

  Business Response

  Date: 09/10/2024

  Thank you for contacting customer service. Per the terms and conditions on the Viator website it does state that Viator is not a travel or tour agency, and we do not provide such experiences ourselves. When you make a booking, you will be purchasing a tour, ticket or other service directly from the third-party supplier. By the customer accessing or using **********************'s services, they are indicating that they have read the Terms of Use and agree to be bound by them. Per the terms and conditions, occasionally a Supplier may make a change to a Product after your purchase, including but not limited to the date, price, inclusions, coverage, age requirements, and/or any other Product features and/or requirements. As a result, Viator (acting on the Suppliers behalf), reserves the right to cancel, change or substitute any Product that you have purchased, at any time, for any reason. Viator has provided a partial refund and is unable to provide any further refund on this occasion. 
  Regards, 
  Viator Customer Service 

• Initial Complaint

  Date:08/22/2024

  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 booked a boat ride. Viator Confirmation number: ********** Viator Booking reference number: ********** The ticket just said its 7:30am. When I got to the tour agency at 7:30am, they told me very rudely that the boat already left and I should be there at 6:45am. There is no clear instruction on the ticket itself nor in the email confirmation saying that the tour is not 7:30am. The tour agency did not send any reminder ahead of time. Viator claims there is instruction. But I booked on my phone, the website's instruction detail for meet up is actually not visible from my mobile ticket. I later found out that the meet up instruction section is actually folded up from the webpage. Unless I scroll all the way to the very bottom and then click on some small fine prints, I will not see the it. Viator fails in many aspects as a tour providing agency. First, the time on the ticket is wrong and misleading. Second, Viator fails in to provide visible meet up instruction on my mobile ticket. See the attached screen shots. Third, their customer service is really bad. They refuse to recognize their own failure to provide the service I paid for. Given their failures listed above, I should be given a full refund otherwise I will proceed with legal actions.

  Business Response

  Date: 08/22/2024

  Thank you for contacting Viator. 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. 

  Customer Answer

  Date: 09/06/2024

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

  Business Response

  Date: 09/08/2024

  Viator has re-reviewed the case. The start time of this Na Pali Coast Super Raft Adventure is indicated as 7:30am. It is also indicated that CHECK IN 45 MINUTES PRIOR TO DEPARTURE with capital letters on the product page as well as customer's voucher. The local tour operator did not agree on refund stating customer showed up at ******.
  
  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 ************************************************

• Initial Complaint

  Date:08/22/2024

  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 booked a fully paid tour to cinqueterre and **** through viator on 8/11 to celebrate my honeymoon with my husband. We were very excited for this tour and I was eagerly awaiting the tour day. On 8/15, ********* airline severely delayed my flight from ****** to ******** making it impossible for me to participate in the tour as planned. Because of the delay, I would arrive in ******** 3 hours after the tour begins. I contacted viator as soon as I was alerted of the flight delay and begged them to consider allowing us to move our tour date back one day (tour in 8/18 instead of 8/17) given the delay was of no fault of mine. I was not trying to cancel - I just wanted to change the tour date to allow me to experience what I paid for. However, all 4 viator customer service representatives I spoke with were extremely cold and had no empathy for the situation. I offered to provide documentation to prove the flight delay but they disregarded all my evidence and requests. I am requesting a full refund for this unethical company that preys on their customers vulnerability. They are not understanding at all and will penalize customers unjustly just so they can gain their profit.

  Business Response

  Date: 08/21/2024

  Thank you for contacting **************** The customer booked the From ********: Cinque Terre & Pisa Day Trip for a travel date of August 16, 2024. The contracted local tour operator was City Wonders and the stated departure time was 7:15 am local time.  
  
  Per the terms, the cancelation/amendment policy was as follows. 
  
  Cancellation policy
  You can cancel up to 24 hours in advance of the experience for a full refund.
  For a full refund, you must cancel at least 24 hours before the experiences start time.
  If you cancel less than 24 hours before the experiences start time, the amount you paid will not be refunded.
  Any changes made less than 24 hours before the experiences start time will not be accepted.
  Cut-off times are based on the experiences local time. 
  
  The customer contacted ********************** on August 15 after 7:15 AM local time to request the date to be changed to the 16th of August. The customer was informed that changes within 24 hours are not possible and the customer was referred to City Wonders to see what they could accommodate. City Wonders offered to rebook the customer for the following day with the condition that the customer pay a rebooking fee. The customer later advised on August 16 that the trip had been canceled. Unfortunately, Viator is unable to offer a refund under the circumstances. 
  
  Regards, 
  Viator **************** 
   

  Customer Answer

  Date: 09/06/2024

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

  Business Response

  Date: 09/08/2024

  Thank you for contacting **************** The customer booked the From ********: Cinque Terre & Pisa Day Trip for a travel date of August 16, 2024. The contracted local tour operator was ************ and the stated departure time was 7:15 am local time. Per the terms, the cancelation/amendment policy was as follows. Cancellation policy You can cancel up to 24 hours in advance of the experience for a full refund. For a full refund, you must cancel at least 24 hours before the experiences start time. If you cancel less than 24 hours before the experiences start time, the amount you paid will not be refunded. Any changes made less than 24 hours before the experiences start time will not be accepted. Cut-off times are based on the experiences local time. The customer contacted ********************** on August 15 after 7:15 AM local time to request the date to be changed to the 16th of August. The customer was informed that changes within 24 hours are not possible and the customer was referred to City Wonders to see what they could accommodate. City Wonders offered to rebook the customer for the following day with the condition that the customer pay a rebooking fee. The customer later advised on August 16 that the trip had been canceled. Unfortunately, Viator is unable to offer a refund under the circumstances.

  Regards, Viator ****************

  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. 

  The trip was cancelled due to a back injury which my husband suffered. The companys insistence for us to still go on the excursion with full knowledge of the injury is extremely dangerous and unethical. This response is unethical given the unplanned nature and severity of his injury. A refund should be provided under these circumstances.  

  Business Response

  Date: 09/10/2024

  Thank you for your email.  Unfortunately, Viator is not able to offer any refund.  The initial requirements for the start of the tour was provided as advertised by the supplier.  As the supplier had reserved the spaces for the customers attendance.  The supplier is not able to refund the cost.  At the time of the booking the customer did agree to the terms and conditions of this activity.  For these reasons we are not able to provide a refund to the customer.
  
  Regards,
  
  ********************** ****************

  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. 

  [I reject the business response. 
  
  
  The trip was cancelled due to a back injury which my husband suffered. The companys insistence for us to still go on the excursion with full knowledge of the injury is extremely dangerous and unethical. This response is unethical given the unplanned nature and severity of his injury. A refund should be provided under these circumstances. 
  
  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,

  Nana