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.

  On 5/13/2024 I purchased a pizza and gelato making class through Viator for our family of 5 for a total cost of $997.05.The date of the excursion was supposed to be Tuesday May 21st @ 5 PM We reached out to viator on the day of 5/21/2024 to discuss cancelling our excursion due to the fact that 2 of our family members were sick (with Covid) and to request a refund.They have a 24 hour cancellation policy, however, due to the fact that we were sick with Covid they encouraged us to reach out to our credit card company (*******) for a refund, which I immediately reported to *******. We were initially issued a refund by ******* but then Viator's charge back team asked ******* to initiate a charge back and that they were not going to give us a refund and we were then charged again for the $997.05.This is an enormous amount of money and we still feel that we should be refunded.We were just trying to do the right thing by cancelling as to not expose/infect other guests or staff members and out of respect and the safety of Viator/Walk About Tours staff and other guests. This was a 5 hour cooking class where we would have been in close contact and even sharing food with others. We really hated to cancel, as our family was really looking forward to the class. We feel strongly that the right thing for Viator in these circumstances would be to issue us a refund.

  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: 09/07/2024

  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: 09/16/2024

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

  I received a letter from my credit card company, ******** (JetBlue Plus Card) on August 23, 2024 ( I have attached this letter). ******** advised that "further attempts to obtain credit must be pursued directly with the merchant", hence I am pursuing a resolution from/with Viator for the refund of $997.05. 
  
  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: 09/21/2024

  On 3/20/2024, the customer booked the ******** Pizza or Pasta Class with Gelato Making at a Tuscan Farm experience for a travel date of 5/21/2024.  When a customer makes a booking on the ********************** platform, before the purchase can be finalized the customer must acknowledge and agree to the terms and conditions of the activity.  The terms and conditions can be found on the Viator platform tour brochure page, on the check out page of the website and also the prepaid voucher.  The terms and conditions for this tour does state, "For a full refund, you must cancel at least 24 hours before the experiences start time".  The customer contacted ********************** customer service on the travel date to cancel and request a refund however the refund was denied,  The customer did file a chargeback however, the customer's bank ruled in the favor of **********************.  Although we do understand the customer dissatisfaction of the refund denial, we are not able to refund the customer as the local tour operator saved the customer's spots for the activity date and was not able to sell them to other participants due to a last minute cancellation.  
  
  
  
  
  
  

• 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.

  My family and I were taking a road trip for our daughters 17th birthday so I planned some activities in the various places that we were going, the first of which was ******, ******** to be exact. I signed us up through Tripadvisor which I guess is also known as Viator as they are who I have had the awful experience of dealing with. We arrived for our E-bike tour from a company called Ebike ***************, I would highly recommend them as they have been nothing but pleasant through all of this, just be sure to book with them directly and don't waste your time or money booking through 3rd party companies such as this. We arrived only to discover that per Oregon state law our 10 year old son could not ride the E-bike, the gentleman running the tour was extremely kind, refunded us on the spot and even told us where we could hike and see the waterfalls and we had a fabulous day because of him. We just got back to our home and I looked to see if the refund processed only to find out that it had not yet or at all. I reached out to tripadvisor aka Viator and they are refusing to refund our almost $400 for a tour we could not take... Having a feeling that this had nothing to do with the tour company I decided to call and again was greeted with excellent customer service, empathy and care. Their company policy is to refund as this happens often and he is happy to talk to our ********** for the dispute of the charge as this was not being held from them, but from Viator. I explained that to them and again they refuse to refund us. They also have nothing stating that state law requires ************************************************************************************************************ business, I am hoping their fraudulent business practices will put them out of business for good. ALWAYS BOOK DIRECTLY WITH THE COMPANY, NEVER USE THIS "COMPANY"

  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: 09/07/2024

  The company has refused to refund my money, leaving me only the option to contact my credit card company and open a dispute, which after investigating they refunded our money due to the fact that we never received the service and the company that provides the service refunded the money however Viator simply would not. I then received an email from Viator, threatening me demanding that I call my credit card company back and cancel the dispute to give them back money for a service that we did not receive. I have attached the e-mail here, I also sent an email to who I believe handles this company's complaint, which was provided to me from the person at the BBB who used to handle Viators complaints. 

  Business Response

  Date: 09/08/2024

  Viator has reviewed the case. Because the customer has already initiated a chargeback with their financial institution Viator cannot provide assistance with issuing a refund. The customer will need to follow the chargeback process as described by their financial institution. Once a decision has been made after the investigation performed by the customers financial institution they will reach out and advise on the outcome. The customer will have to await the decision from their financial institution.
  
  Kind ************************************************

• 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.

  On July 17th I paid two tickets to Viator **** to visit ************ in *********. At the moment of booking, the advertised price was $22.00 per ticket for a total of $44.00 but when I paid the trip the charged amount was $444.56. I immediately canceled the trip and received a cancellation email within seconds. On July 31st I noticed I had not received a refund and called Viator customer service and requested the refund via phone. The same day I received an email letting me know they will send the requesst to the operator. On August 4th I received an email declining the refund. On August 12th I called Viator again and requested to speak to a supervisor. The supervisor told me that the *** I spoke to before did not go throught the proper channels and that he would submit the refund again. On August 19th I called Viator to follow up and they told me the refund was declined again because I did not submitt the refund 24hrs in advance. However, I explained to them that I cancelled it immediately after I noticed I was charged the wrong amount. The *** said he could not do anything although he knows I am right but he doens't own the company. He said all he could do if file another refund request but most likely it would be the same outcome as the other two tries. I told him I would file a ***ort with BBB.

  Business Response

  Date: 08/29/2024

  Viator has reviewed the case and has refunded the customer in full for their booking. ********************** verified that the customer was denied a refund from the local operator based on the cancellation terms and conditions they agreed to when booking through the Viator website, as their cancellation request fell within the penalty period. Viator has refunded the customer as a onetime courtesy. ********************** has refunded the customer in full for their booking and has advised the customer via email. ********************** takes complaints seriously and we appreciate the customers feedback.
  

  Kind Regards,
  Viator Customer Care
  

  
  

  Customer Answer

  Date: 09/04/2024

  [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. However, 
  
  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.

  I called and spoke to a Viator agent over the phone in order to make the reservation for ***************** Makers **** OR Buffalo Trace" because online it didn't give me the option to choose the distillery or add a second one as shown in the Viator excursion listing. I requested that we go to *****************************, *************** AND ************************. On the day of our trip, the tour guide picked us up and took us to *****************************. On the way, we found out he had us down for Buffalo Trace which we did NOT want to go to nor did we book. The driver said to go ahead with the ********* tour and he'd call his supervisor. His supervisor said we were booked for Buffalo Trace and refused to take us to Makers **** or Woodford. Therefore we requested to go back to the hotel, where I called Viator and the case was escalated. The tour guide is refusing to issue a refund saying I chose to end the tour (but we only requested to end the tour because it was NOT the tour we reserved). My reservation and payment was to Viator and therefore, it is Viators responsibility to make this right and issue the refund. Despite numerous calls, emails and follow **** Viator has done NOTHING to assist other than say "a manager will contact me by email" but then I hear nothing more. I waited on hold for 38 minutes on 8/19 waiting to speak to a manager only to be hung up on.

  Customer Answer

  Date: 09/06/2024

  I have not heard from the business in response to my complaint.  I've called numerous times and they just tell me it's been escalated and someone will contact me by email but then no response is received. I've called them at least 10 times.  

  Please help escalate this or let me know what my next option is.  

  Business Response

  Date: 09/09/2024

  Thank you for contacting customer service. ********************** has reviewed the customer's complaint and a full refund of $478.00 has been issued. The customer has been emailed directly with the refund details. 
  
  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.

  In July of 2024 I was supposed to fly into *********** and get picked up by a driver through Viator. My flight was cancelled for a missed connection due to the airline and I contacted the driver to cancel. I received a very passive aggressive text from the driver that was inappropriate and unprofessional where I ended up having to block the drivers number. They refused to refund me so I disputed the charge because I did not receive the service I paid for, I have replied to Viators emails about why Im owed my money back and now Im receiving threatening emails from them saying theyre going to send it to a debt collection if I win the dispute. I am disgusted with your companys treatment towards me, just let me have my $120 back and leave me alone.

  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 a resolution. The customer will need to follow the chargeback process as described by their financial institution. 

   

  Regards, 

  Viator Customer Service

• Initial Complaint

  Date:08/16/2024

  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.

  I booked a tour through Trip Advisor/Viator on August 16, 2024. The tour was scheduled for September 17, 2024. I tried to cancel a few hours after booking and Viator refused even a partial refund. I do not understand why I can not even get a partial refund. There is plenty of time to book more participants for the tour. Additionally even if the tour guide has purchased non refundable tickets for the actual event, I should still be eligible for a partial refund with the understanding that they will make at least some money back by re booking the spots.

  Customer Answer

  Date: 08/27/2024

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

  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:08/07/2024

  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 ordered an excursion and immediately cancelled it within 24 hours and they refused to provide a refund

  Business Response

  Date: 08/14/2024

  Thank you for contacting customer service. The customer made a reservation through ************************** for the Sled Dog Discovery in ****** experience on May 25, 2024 for a travel date of May 30, 2024.  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. The terms and conditions state that all cancellations must be made prior to 24h hours from the departure date local time for the tour operator. The customer contacted ********************** at ****** on May 25 to cancel the booking. Per the policy, the customer needed to contact ********************** before 11:00am on the 25th to receive a full refund. 
  
  Regards, 
  Viator Customer Service 

• Initial Complaint

  Date:08/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We just miss our boat premiere dinner cruise with City Cruises because of a misprint on the Viator voucher. It says the meeting time is 6pm for boarding and on Tuesdays the boarding time is 6pm and cruising time is at 7pm-9pm. We got there at 5:30pm went to the City Cruises desk when we arrived and the lady told us to go to the wrong dock, she told us to go to dock 5 which thats not even close to where we were supposed to be. Mind you there are zero signs for our particular cruise. So we finally found out where we were supposed to be, we arrived at the dock at 6:09pm and they said that boat leaves at 6pm promptly. So we wouldve missed it anyways if we arrived right at 6. Called Viator and they said they had to reach out to City Cruises. They reached out and said that they would not be issuing a refund. This is complete BS. The lady at the City Cruises desk confirmed that Viator does give the wrong information at times, this was after I showed her my Viator voucher.

  Business Response

  Date: 08/14/2024

  Thank you for contacting customer service. ********************** has reviewed this complaint and confirmed that a full refund has been issued to the customer as of August 6, 2024. The local supplier has also been advised to update the content on the website to reflect accurate timing for the departure. 
  
  Regards, 
  Viator Customer Service 

• Initial Complaint

  Date:08/06/2024

  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.

  Im filing a complaint about Viators misleading change policy. I ordered the tour ************ Access to 2nd Floor and Summit Option with Host (Summit Access 10:45am) Monday, June 24, 2024 for my whole family of 4, at 2:25am on June 17th (American Eastern Time) and paid 300 Euros for. Viator misled me about their change policy until I made the purchase. On the tour booking page, Eiffel Tower Guided Access to 2nd Floor with Summit Option (****************************************************************************************************************************), Viator only puts Non-refundableYou will not receive a refund if you cancel. A change is different from a cancellation. Viator didnt state that I cannot make a change that is not a cancellation. I accidentally clicked a wrong tour date when purchasing the tour online. The date should be June 25th because, because my kids and my wife wont arrive in ***** until 9am on June 24th (their flight tickets were booked on May 13th 2024), and it is impossible to go through the border control at CDG and arrive at ****** on time. [Contextual info: I arrived in ***** on June-16th, and the rest of my family (my wife and 2 kids) arrived in ***** on June-24th.]Within 24hours of the purchase, I called Viator and the local tour operator for help to correct the tour date, and both of them told me to contact the other party, suggesting that they can change the tour date, but they refused to genuinely help. Both calls were at ***** time. On June 24th, my wife and my kids didnt get out of border check at the airport until 10:21am local time in *****. I demand a full refund because their misleading policy and refusal to help caused me to lose the service I paid for.

  Business Response

  Date: 08/14/2024

  
  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.
  
  Thank you,
  Viator Customer Service 

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22099416
  
  I am rejecting this response because: 1. My bank already made a decision regarding the chargeback based on whether this transaction was a fraud or not, and added the charge of $322.41 (300 Euros) back on my card on 08/05/2024 (please see my credit card transaction history attached). Please keep in mind that banks only rule in terms of whether a transaction was a fraud or not, and they dont care about whether a transaction has anything to do with misleading advertising or not.
  2. How Viator advertises this product is misleading and inconsistent with their actual strict change policy. When Viator puts the warning message Non-refundableYou will not receive a refund if you cancel. in bold next to check availability and book now buttons, this warning message in bold already establishes the transaction policy in customers minds, especially to first-time customers on ********************** like me, because it means look, this is the policy and you dont need to dig into other rules. If this tour/product is non-cancellable and non-changeable, Viator should inform customers upfront by highlighting the complete policy in your bold warning text next to check availability and book now buttons, rather than just putting a partial policy. As a customer shopping from American websites, non-refundable means it doesnt allow customers to cancel but customers still can make a change, and also customers are given 24 hours time window to make a change, needless to say a change out of a valid reason. Without informing customers of your true and complete change policy upfront and consistently, Viator is not being honest but instead is deceiving customers.
  3. In a complaint against ********************** posted on BBB dated 09/22/2021, the customer was in the similar situation to mine, i.e. booked a reservation for a wrong date due to their flight not arriving on the wrong date, and Viator customer care responded by helping change the reservation to the correct date. Why could Viator make a change in this case not mine? Was/Is Viator trying to treat customers unequally?
  4. I hope ********************** take customers complaints seriously and dont ignore the complaints before they are escalated into lawsuits. Im only requesting a full refund of $322.41 (=300 Euros) now.
  
  Sincerely,
  
  Hua Fan

  Business Response

  Date: 08/20/2024

  Thank you for contacting customer service. Please be aware that the customer booked the Eiffel Tower Guided Access to 2nd Floor with Summit Option 

  Per the listed terms as stated on the Viator web-site:

  Cancellation Policy

  This experience is non-refundable and cannot be changed for any reason. If you cancel or ask for an amendment, the amount you paid will not be refunded.

  Unfortunately, the terms are final sale and the local provider does not allow changes to be made, therefore Viator is unable to refund this reservation.

  Regards, 

  Viator Customer Service 

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22099416
  
  I am rejecting this response because: Viator didn't respond to my complaint about their misleading and inconsistent warning message! They total ignored the fact that they varied their change policy from customer to customer. ********************** is a totally trash website and provides callous "trapping customer" service. I will bring this case to court. 
  
  Sincerely,
  
  Hua Fan

• Initial Complaint

  Date:08/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 21, I was meeting my sister in ****** for doctors appointments and a celebration after she donated a kidney to me and saved my life. My flight, due to fly at 6am, was canceled at 5:30am. I had already lost 100s of dollars, but asked the booking companies, including a tour with the ************** to work with me. All of them could not be kinder or more compassionate except Viator. They refused to give me my money back or a future credit. There was no discussion, no compassion, and the agents were cruel. I was refused a supervisor and told it was Texas Fun Tours Decision. So you promote a company under your name, make money off of that company, but wont help YOUR customers when dealing with a life/death event . You simply cant have it both ways. I wrote a review about my experience with Viator and this business on TripAdvisor and trip advisor took it down because it was not fair to the business. No caveat was added that TripAdvisor, Viator and this company all work together. My money was good enough when I did a 500 private tour in ****, a 200 tour in *********, but when there is an emergency TripAdvisor, Viator, and Texas Fun will cite policy and IGNORE and censor customer concerns.To censor a true review for your own benefit is unethical. At first, I wanted my money back or a reasonable credit. I wanted your agents to be pleasant and see me as a person- not a booking number. All clearly too much to ask. Now I have an upcoming interview as a follow-up to my transplant and this experience. I hope Trip Advisor will address their censorship and Viator will closely evaluate how they treat customers. I dont expect much sadly, but I hope I do find a decent person in management reading this before the inevitable wave of bad publicity hits your company. If Viator and TripAdvisor continue to ignore and treat me terribly, I will make sure they will legally lose as much business as possible- under any name they use.

  Business Response

  Date: 08/26/2024

  The customer booked a *** with ******************* tour on Viator with a travel date of 7/21/2024. The customer request a refund on 7/22/2024 due to their flight issues, per our policy, for a full refund, you must cancel at least 24 hours before the experiences start time. Based on the customers experience, ********************** has decided to refund the customer in full. On August 01, 2024 an email was sent to the customer via ************** advising of the full refund. The customer replied thanking ********************** for **********************'s compassion and for issuing the full refund. 
  
  

  Customer Answer

  Date: 08/27/2024

  [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,
  
  *******************************