Complaints

This profile includes complaints for Viator, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Viator, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:05/13/2025

  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.

  In April of 2023, I booked a tour for the 6, for a 20 day trip of ******, ****** and ***** with Viator. This was for travel in Dec 2023. The total cost for this was $19,731.90 At booking time, I was informed that this was not cancellable - and I was fine with that. Due to the Oct 7th, 2023 ATTACKS IN ****** we were not able to travel in December. Although all airlines and hotels rescinded their no-cancellation policies in this situation, our tour operator and Viator said there will be NO CANCELLATION AND NO REFUND, because they had already made "tour and hotel bookings", and instead issued us a travel voucher permitting us to rebook the tour anytime in the next two years So now in March 2025, I made plans to re-book the tour for December 2025 (within the 2 year period, offered by the voucher) and the tour operator was happy to book it - BUT then came back and said that I would now have to pay additional $1590 per person - so a total of $9534 more.That is almost 50% more that what I had paid originally !!! I informed Viator **************** that the voucher did it state that "Prices are subject to change", in fact the actual language mentioned in the voucher is "the tour can be rebooked within 2 years from departure date the booking can be used separated dates and people within the booking.any extra expenses or reschedules are not included "I provided this information to Viator's customer service, and said I was not adding any "extras"After a month of them saying they will investigate and get back to me, they are now saying that there is nothing they can do, and if I wish to take the tour, I have to pay the additional $1590 per ********* claim is, a) They should honor the original price - as in the travel voucher is meant for OR b) if they are not willing to honor the original price, they should refund me the money - as no tour bookings or hotels could be booked, if prices have gone up I would be happy with either a or b. kindly Help.

  Business Response

  Date: 05/22/2025

  Viator has reviewed the case. The customer placed a booking for an All around ******, ******, and ***** 20 days experience on May 8, 2023 with the tour operator ***************** for a starting travel date on December 17, 2023 and for a total amount of USD ********.The customer has reached out to ********************** on November 18 to advise that their airline company has cancelled all flights to the destination for an unknown period of time due to the global situation, and therefore the customer would not be able to attend the tour on the booked date. Viator reached out to the tour operator regarding a possible accommodation and the tour operator offered an open credit voucher equivalent to the full value of the  booking, valid for 2 years. The customer reached out to ********************** on April 25, 2025 as they communicated with the tour operator directly regarding the open voucher conditions and the tour operator advised that the rescheduling will incur an additional cost of USD 1589 per person due to a change in price from the booking date. Viator has communicated with the tour operator and the customer for a fair resolution. The customer proposed an arrangement to **********************, with the customer paying for half of the additional cost request and Viator covering the remaining half. Viator agreed to the suggested arrangement and emailed the customer to advise them ********************** will reach out to the tour operator to inform them of this arrangement and confirm Viator's commitment to covering the remaining balance. The customer will need to arrange payment of their share directly with the tour operator.

  Kind regards,
  Viator Customer Care

• Initial Complaint

  Date:05/12/2025

  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.

  On May 1st my ticket for this dinner cruise was booked when it was supposed to be booked for May 10th. Viator sent an amended ticket for May 10th on the 1st of May in a email. My family traveled to ********* on May 9th, booked a hotel room, etc..we got to the cruise on May 10th at 5:30. We werent able to board because Viator failed to inform the company of us being on the manifest. Viator refuses to refund the money back to me since they messed up. They were rude and negligent in resolving the issue at hand.

  Business Response

  Date: 05/18/2025

  Viator has reviewed the case. The customer placed a booking for a Baltimore Signature Dinner Cruise on April 30 for a travel date on May 1st with the tour operator City Cruises and for a total amount of USD ******. The customer contacted ********************** **************** on May 1st to request a date amendment. Viator reached out to the local tour operator ************ to request the date amendment from May 1st to May 10, and the tour operator agreed to this request. Viator has reviewed the tour operator was successfully informed and confirmed the booking amendment.
  
  The customer reached out to ********************** on May 10 as the tour operator ************ did not accommodate their party on the confirmed date. Viator processed a full refund of USD ****** on this booking as the tour operator confirmed they were unable to accommodate the customer. The customer has been notified of the full refund on May 18 via email. Viator is unable to offer any additional compensation on this booking as the total amount has already been fully refunded. Any further communication in relation to an additional compensation request would need to be made between the customer and the operator. 

  Kind regards,

  Viator Customer Care

  Customer Answer

  Date: 05/18/2025

  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:05/09/2025

  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 bought a tour for me and my wife via the Trip Advisor app. I used the information in the app to arrive at the meeting point on time. I did not see anyone form the tour. I then tried to contact the tour company. The tour company gets back to me after the tour had started and provides a more precise meeting point. We missed the tour. I contacted Trip Advisor for a refund. Trip Advisor refuses to issue me a refund or a credit even though their app did not provide the complete meeting point information. Once you make a booking, the Trip Advisor app directs its customer to a specific page to obtain all of the information pertaining to the tour. The tour company also refused to issue a refund.

  Business Response

  Date: 05/15/2025

  The customer placed a booking for a *****The-Line guided tour of the Uffizi Gallery for April 29, 2025 on the ************** website. Viator has reviewed the case along with the information present on the Tripadvisor application related to this booking. The customer has advised that they were unable to join the tour as they were provided with unclear meeting point details. Viator has reached out to the tour operator to request a refund however the tour operator has denied the refund request as they have reserved spaces for the customer's party and were waiting at a specific meeting point. Viator has reviewed that the information present on the Tripadvisor application related to this booking includes a meeting point however it did not include specific instructions on how to identify the guide at the meeting point. As Viator understand the customer was not provided with clear instructions to join the tour successfully, Viator has processed a full refund of the customer booking as a one-time courtesy. The customer has been notified via email.
  
  Kind regards,
  Viator Customer Care
  
  

• Initial Complaint

  Date:05/05/2025

  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 bought an excursion from *********** at the end of January 2025 in ***********, ****** for $218 for 2 people for 2/7/25. TripAdvisors cancellation policy is to cancel 24 hours before excursion day. I discovered that we couldnt go on the excursion in the beginning of February. I tried to cancel the excursion through TripAdvisors instructions. I could not find my booking and emailed the company. The company never responded, so to make sure that the cancellation was received in time to receive my refund, I contacted the actual tour company that was hosting the excursion and explained my situation and the tour company said the would take care of it. When I returned to *****************, I filed a dispute with *********** credit card company. *********** did not get anywhere with trip advisor and submitted all of my documents that I presented to ***********. I have called TripAdvisor 3 times and every time I have called, they have said that they are refunding me, but dont know when. I dont know where to turn to. Im hoping somehow you can help me. If not cant, can you point me to someone who can? I can submit more documentation if you would like. Thank you-***** *******

  Business Response

  Date: 05/14/2025

  Viator has reviewed the case and reached out to the local tour operator to see if the customer requested a cancellation prior to the cut off time per the terms and conditions agreed upon at the time of check out.  Viator never received a cancellation request from the customer prior to the cancellation cut off period, which is why the customer was not refunded initially. The local operator advised that that customer needed to be refunded.  The customer has put in a chargeback request with their card company, however as the local operator has agreed to a refund, the customer has now been refunded in full as of May 14, 2025. Viator has emailed the customer directly to advise of this refund.
  Kind Regards,
  Viator Customer Care 

• Initial Complaint

  Date:05/03/2025

  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 May 2, 2025, I booked a group tour with Viator/TripAdvisor titled 1-Hour Brooklyn Bridge Cinematic Photo Walk (Confirmation #: 1639105321).I arrived on time at the correct meeting location, but the guide never showed up. I called and messaged the guide without success. Later he falsely claimed he couldnt find **** provided Viator with evidence: WhatsApp messages, call logs, and photos with time and location metadata proving I was present at the meeting point.Despite this, Viator denied my refund request, stating the guide was ready without truly addressing the evidence I submitted.I am a tourist from ******* and expected professional treatment from an internationally trusted platform. I am requesting a full refund for a service that was not delivered.

  Business Response

  Date: 05/07/2025

   

  Viator has reviewed the case. The customer made a booking on May 2nd fro 1-Hour Brooklyn Bridge Cinematic Photo Walk. The customer asserts that they arrived at the designated meeting location 30 minutes prior to the scheduled start time, but the tour operator was absent, as evidenced by a times tamped photo taken at 4:50 PM. In contrast, the tour operator has shared a screenshot of their conversation with the customer, indicating that the customer sent a message 13 minutes after the start time. The tour operator has denied the refund request. As Viator understands the customer's frustration, At ********************** we believe that all feedback is important and helps improve our customer experience. ********************** processed a partial refund of USD ***** to the original form of payment. Please note, depending on your form of payment, some refunds may take 3-7 business days to appear.

  Kind Regards

  Viator Customer Care
  

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live in the ************* and booked a trip through Viator for an ATV ride in ********** for my girlfriend and I. It was 1 ATV that seated both of us. I went on this trip 2 days ago and while on this trip the muffler pipe exploded and melted and burned my girlfriends leg badly. I took pictures showing the exploded melted muffler pipe and pictures of my girlfriend's burned leg. I submitted these pictures to Viator whose phone *** told me I should get a refund back of the money I paid as well as some sort of compensation for my girlfriends pain and suffering from getting burned. Viator then responded that they will refund my money but issue no compensation for her getting burned. They instead told me I should reach out from the ************* to ********** and try to get compensation from the tour company who gave the *** ride. This is absurd because first of all I'm not going to pay $2 a minute to call the ****************** and second of all I paid my money to Viator and only Viator and I should be dealing with Viator for compensation and not be told to chase some company that I had absolutely no contact with when booking this event. I believe Viator should issue me some sort of a credit to use for any future event and they should do this and not pass the **** to a company overseas. Again I stress that I paid Viator and only had contact with them and they should issue the compensation for my girlfriends burned leg in the form of some Viator credit good to use on a future event. I cannot believe they're trying to pass the **** and take no blame in this matter.

  Business Response

  Date: 04/30/2025

  Viator has reviewed the booking details along with the customer statement regarding their experience. Viator takes all customer feedback and safety concerns seriously. The case has been escalated and an investigation regarding the experience will be conducted and addressed directly with the tour operator of the booking Tour Package **********. Viator has issued a full refund of USD ****** on this booking considering the circumstances.
  
  Viator is unable to offer any additional compensation on this booking. Viator provided the customer with an online platform through which they were able to make a booking directly with the operator. The operator Tour Package ********** was the provider of the tour, and not Viator. Viator will have no liability with respect to the acts, omissions, errors, representations, warranties, breaches or negligence of any Supplier or for any personal injuries, death, property damage, or other damages or expenses resulting from the customer interactions with any Supplier. This was made clear to the customer during the booking journey, and is repeatedly stated in the Customer Terms of Use governing the customer booking. The customer can refer to the Terms of Use available on Viator website.
  
  Therefore any further communication in relation to this matter would need to be made between the customer and the operator Tour Package ********** as the tour operator can assist the customer with making a claim with their insurance. 
  
  Kind regards,
  Viator *************

  Customer Answer

  Date: 04/30/2025

  [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:04/25/2025

  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 for a recent trip to **** which cost AUD $394. The ad for the tour stated a 7 hour tour with an English speaking guide. The day before the tour, the tour operator confirmed that he would meet us as planned at the hotel in ****, however on the morning of the tour I received a message from a random number that just said "Hi." This turned out to be a friend of the tour operator who would be taking the tour instead - something we were not informed of. This replacement tour guide barely spoke English, therefore was not able to properly guide us through the tour, and as he wasn't able to explain each of the attractions we visited, we walked around ourselves and he followed close behind. Because of this, we were back at our hotel in 4.5 hours, which was not the 7 as advertised. We did not complain to the guide at the time as he wouldn't have understood. However, I did complain to the tour operator as soon as we returned to the hotel, and requested a refund for this tour through Viator. The tour operator confirmed in a WhatsApp message that he would refund the cost of the tour, however he must have told Viator something different as Viator declined to refund the tour. After returning to *********, I initiated a chargeback with **************** as the service we were charged for did not match what was advertised. I provided **************** copies of all correspondence with the tour operator and with Viator. Viator provided their response to ****************, and **************** sided with Viator and declined the chargeback request. I called **************** to express dissatisfaction with the outcome, and they advised that if I did not agree with this outcome then I would need to raise a complaint with ****.

  Business Response

  Date: 04/25/2025

  The customer has initiated a chargeback with their financial institution and Viator cannot assist 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 customer's financial institution they will reach out and advise on the outcome. In this instance, our team would only be able to provide a full refund to the customer if there was not a chargeback pending. Otherwise, as stated above the customer will have to await the decision from their financial institution.

  
  Kind Regards,
  Viator Customer Care

  Customer Answer

  Date: 04/25/2025

  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. 

  My credit card provider reject the chargeback and sided with Viator. They advised that if I disagreed with their outcome that I could make formal complaints which is what I am doing.

  
  Regards,

  ******

   

   

  Business Response

  Date: 04/29/2025

  Viator has reviewed the booking details and reviewed the chargeback raised for the transaction is still ongoing. Viator **************** Team ahs reached out to the Chargeback team regarding the chargeback initiated. As the chargeback was raised with the customer financial institution, ********************** cannot provide assist the customer further in this instance. The customer will need to follow the chargeback process as described by their financial institution or contact their financial institution for an update. 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 regards,
  Viator Customer Care

• Initial Complaint

  Date:04/24/2025

  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 tour and the night before (at 7pm) the tour company changed the pick up location to a place that would require us to hire a driver to get there. We selected a meetup location that was walking distance. They refused to refund us because it was less than 24hours despite them making the changes. I paid $68.00 and selected a specific location for pick up. They have not replied to emails other than to tell me I could not be refunded. They also did not adhere to the requested pick up time but I am assuming they change it because they know it will take you more time to get there.

  Business Response

  Date: 04/25/2025

  Viator takes all feedback seriously and strives to work with our tour operator to provide the best experiences to our customers.  In light of your refund request, we have reviewed the inclusions and details of this tour. 
  We have reviewed that the tour operator Amigo Tours did not make any change on the advertising and conditions of the Chichen Itza, Cenote & Valladolid Tour with Tequila and Lunch after you have placed the booking. 
  We have reviewed this booking was placed on April 23 and you selected the following option "Meeting Point Tour". This option is described as "Meeting point: Select this option if you want to be picked up at any of the meeting points available in ******".
  For this booking, you have selected at the checkout page "Meeting point : **************************************************************************************". This location is in ****** and not in ******
  We have reviewed the tour operator sent the details of the pick up location for this tour, which was correctly Oasis Smart in *************, ******, at 9:05am.
  After careful consideration of the information available on our website, ticket, and messaging, we have not found any verifiable discrepancies. Therefore, we are unable to issue a refund for this booking.  
  
  

  Kind Regards, 

  Viator customer care

  Customer Answer

  Date: 04/25/2025

  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. 
  

  They have stated that they did not make changes and that they held up their agreement but that is not true. I provided an image of the address I selected and the address that changed it to which includes a 30 min walk. That is not what I agreed to, furthermore the tour was set to start at 8am. It is clearly stated on their website and also on my booking page. Once submitted the changed the time to 9am. This is a long tour and getting back an hour later in conjunction with the added walking time is not what I paid for.

  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,

  Lacey

   

   

  Business Response

  Date: 04/29/2025

  Viator has done a secondary review of the bookings details, the Viator voucher sent to the customer and the communications between the customer and the tour operator.
  
  ********************** has reviewed the meeting point the customer selected at the time of booking and the address is : ***************************************************************************************************. ************* is a notable street located in the center of ****** heading towards the south of ******. The tour description page also indicates that the exact pick-up place and time will be confirmed the day before the tour. Viator has reviewed the exact location of the meeting point on ************* of the meeting point was present on the Viator voucher sent to the customer at the time of booking. The exact location of the meeting point is the office Smart Oasis Cancun on ************** 
  
  Viator has reviewed that this information was accessible to the customer with enough notice prior to the travel time in order to make the necessary transport arrangement.
  
  

  Regards,

  Viator Customer Care

  Customer Answer

  Date: 04/29/2025

  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. 

  Per the cancellation and modification policy from Viator, I was not satisfied with the changes to my pickup location and the tour start time. These changes were significant and I was not provided enough time to make arrangements for those changes. I made multiple attempts to contact the tour guide company and Viator to address the modifications but both parties failed to respond in a timely manner. 

  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,

  Lacey

   

   

• Initial Complaint

  Date:04/24/2025

  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 through Viator (Booking Ref #**********) for my elderly parents, which was confirmed multiple times in advance. The tour was scheduled for **********, and my parents flew from ***** to join the tour. However, upon landing in **********, they were informed that the tour had been abruptly canceled, with no prior notice and no alternative *********** a result, they were forced to return to the **** immediately. This caused us to incur non-refundable costs for flights (booked via ***************), a hotel (via ***********), local taxi transportation, and a meal totaling $1,068.31.Viator refunded only the tour fee but refused to take responsibility for the consequential financial damages. Despite multiple attempts to resolve this through customer service, we were told ********************** would not reimburse the losses, even though their platform confirmed the tour multiple times before travel began.We are seeking reimbursement for these costs, which were incurred solely due to Viators failure to deliver a confirmed and paid-for service.

  Business Response

  Date: 04/25/2025

  
  By way of reminder, Viator, Inc. provided the customer with an online platform through which the customer were able to make a booking directly with the operator. This was made clear to the customer during the booking journey, and is repeatedly stated in the Customer Terms of Use governing your booking. 
  
  
  Here is a copy of the Terms of Use for your reference: ***********************************************************************. It may be worth the customer while reviewing the following provisions in particular, as well as the very first paragraph, which reiterates that "we [Viator] are not a travel or tour agency, and Viator do not provide such experiences ourselves. When the customer make a booking, the customer will be purchasing a tour, ticket or other service directly from the third-party supplier":
  
  
  Section 1.1, 1.3 and 1.4 (Introduction): this sets out an introduction to Viators business, and the roles that Viator, Inc. and the operator play in any booking. 
  Section 10 (Products and Booking Reservations), which goes into more detail about Viators role as the provider of a platform through which the customer contract with an operator, and explicitly states that "Viator will have no liability with respect to the acts, omissions, errors, representations, warranties, breaches or negligence of any Supplier or for any personal injuries, death, property damage, or other damages or expenses resulting from your interactions with any Supplier."
  Section 18 (Our Liability), which explains in detail the extent of Viators liability in relation to any booking. 
  
  
  As we have previously informed the customer, if the customer wish to pursue additional compensation beyond the refund already issued to the customer, then the customer will need to contact the operator of the tour directly. 
  

  Kind Regards,

  Viator Customer Care

  
  

• Initial Complaint

  Date:04/22/2025

  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.

  Subject: Re: Case Refund Request Clarification Dear Viator Team,Thank you for your ********** requesting a refund for this booking due to an unexpected change in my travel plans that made it impossible for me to attend the scheduled event. I had booked the experience only a few hours before visiting ************ in person to explain the situation. The staff there were very understanding and professional after I showed proof of my travel change, including my flight details, and they advised me to cancel the booking online in order to receive a refund.Unfortunately, because my trip ended earlier than expected, I wasnt able to complete the cancellation through the Viator platform in time due to the hours in the day and time from when I booked, and the event would begin the next day it would be impossible to meet the deadline. However, I made every effort to notify the provider directly and follow the process I was advised to take. The staff assured me that, given the short window between booking and the scheduled event, and my circumstances, I would be eligible for a refund.They also mentioned that I could contact my bank for support in case any issues arose with processing the refund, and that I could provide proof of my travel changes if needed which I have done.I was truly looking forward to this experience and hope to rebook through Viator in the future for additional experiences. I appreciate your understanding and am happy to provide any additional documentation to assist in resolving this matter.

  Business Response

  Date: 04/26/2025

  The customer has initiated a chargeback with their financial institution and Viator cannot provide assist the customer further in this instance. 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 customer's financial institution they will reach out and advise on the outcome. The customer will have to await the decision from their financial institution.

  Kind regards,

  Viator Customer Care