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:04/22/2025

  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.

  VIATOR HAS NOT REFUNDED MY MONEY EVEN AFTER THE MERCHANT HAS ASKED TO REFUND ME THE MONEY - MY CREDIT CARD COMPANY IS ALSO TRYING TO GET AN ANSWER FROM VIATOR TO GET MY REFUND - TO NO AVAIL.

  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. A decision has been made after the investigation performed by the customers financial institution. The customer will need to reach out to their financial institution regarding the decision on this chargeback. 

   

  Kind regards,

  Viator Customer Care

  Customer Answer

  Date: 05/14/2025

  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. 

  Please be advised that i contacted Amalfi tours and they advised that Viator was supposed to refund me the $436.76.  in 75 DAYS!!  Here is a copy of the conversations.  I also called VIATOR they advised that a manager would return my call as of this date - they have not return my call.  Viator clearly advised ****** tours that they will refund my directly.   I have also filed a claim with my Chase ****** card.   I am trying every which way to reach Viator to obtain my refund - I don't feel this fair to me as a customer and god only knows how many other customers ********************** does this to? 
  
  
  Please advise - what the next step is.
  
  
  Thank you in advance,
  ****** *********
  
  
  
  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: 06/03/2025

  Viator has reviewed the case. Viator Chargeback Team has confirmed that the customer received USD ***** from the Chargeback they raised on the transaction. The customer will need to contact their financial institution regarding the Chargeback outcome as Viator no longer hold the funds.

  The amount requested on the Chargeback (USD *****) represents a partial amount of the total booking amount. As the tour did not operate, the customer is due a full refund of their ********************** booking. 
  
  The total amount of the Viator booking is USD ******. As a refund of USD ***** has already been issued to the customer's financial institution via their Chargeback, Viator **************** has now processed a refund of the remaining amount : USD 352.80.
  
  Viator has notified the customer via email of this refund and of this refund timeframe.
  
  Kind regards,
  Viator Customer Care

• Initial Complaint

  Date:04/22/2025

  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.

  Transaction date was Thu, May 16, 2024, 9:00 AM I paid Viator $357 CAD They committed to provide me with an Exclusive Colosseum Underground and Ancient **************** Tour [Capped at only 12 people]The nature of the dispute is that Viator sent me an email stating that for "reasons of logistical optimization" that it was necessary to adjust my entry time to 10:45 am. I wasn't informed that this entry time was capped at 24 people. Also, since my entry time was moved to a later start time, I was unable to complete the tour since I had another Viator tour booked for a 2:30 PM entry time and had to get across town. The colosseum tour that I went on is valued at half the price that I had originally paid for my colosseum tour.The only thing that Viator has done on several occasions was to contact the service provider and inquire if the tour that I was on was capped at 12 people. They always received the same reply that the tour was for a group that was capped at ********************************************************************* I am well aware now that the tour that I took part in was capped at 24. I was told that I could escalate my case if I had additional information for them to consider. I sent them copies of my tour printouts that stated that the tour I paid for was capped at 12 people. I still got the same denial of a refund. Several other attempts also met with the same result. I am glad that all my calls have been recorded and can be reviewed for accuracy by Viator.The only advertising that I saw was on Viator's website. This is where my printouts of the tours come from.

  Business Response

  Date: 04/26/2025

  Viator has reviewed the booking details for the Exclusive Colosseum Underground and Ancient **************** Tour booked on March 27, 2024 for a total amount of CAD ******. Viator has reviewed that the tour operator notified the customer that the tour initially booked for 9:00am would not operate on the day and suggested to reschedule the booking to the 10:45am tour, which the customer accepted. ********************** has reviewed that the rescheduled tour at 10:45am had the same inclusions and conditions as the 9:00am tour and no price difference. On the other hand, Viator has reviewed that the tour description page at the time of booking was advertising conflicting information, being that the maximum number of travelers on this tour was 24 travelers and that the group was capped at 12 travelers. Viator understands this conflicting information has negatively impacted the customer experience and ********************** has processed a 50% refund on this booking on April 26, 2025. The partial refund processed on this booking is CAD ****** and the customer has been notified of the refund timeframe.
  
  Kind ************************************************

  Customer Answer

  Date: 05/06/2025

  [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:04/15/2025

  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.

  We booked a UTV 2-hour rental for 3 people for April 7th, 2025 at 1 pm, outside ***********. Booking #*********. I had to rent a car in order to go to this activity. When we arrived at the location, 10 minutes early, there was no one there. We finally found a man who did not know anything about the company or the rental and said there weren't any keys on site for any UTVs but he offered us a small 2-seater 4-*******, not much larger than a riding mower. Although we were touched by his kindness (we could tell he felt sorry for us), we graciously declined. I immediately called and reported the issue. After a lot of back and forth, the woman on the phone stated we would be receiving our refund within 7 days. I asked for email confirmation of the conversation and she said that wasn't possible. Today is 4.15.25 and I have not received my refund, nor any communication. I called and they acted as if they had no idea what I was talking about and even said policy said no refund could be issued because this was in the past. I am FURIOUS!!!! They have NO RECORD of my call and keep bouncing me around. I demanded a supervisor and again, they acted as if they had no idea what was going on. This is a disgrace. They have STOLEN $360 from me!!! And now they say they can't "confirm" whether the supervisors will decide to reimburse me.

  Business Response

  Date: 04/16/2025

  Viator has reviewed the case. The customer made a booking on April 1, 2025 for the 2 Hour Off Road UTV Rental in *********** for April 7, 2025.  On the travel date, the tour operator, 281 ************, cancelled the tour as they were unable to provide the service. The tour operator notified the cancellation through their booking platform, **********, which sends an automatic notification to the customer's email. The voucher for this tour also instructed the customer to call the tour operator before their tour to coordinate the meeting details. Viator will review and address the issue of the phone call to the Viator call center internally with the respective agent. As the tour was not provided, Viator has processed a full refund. The refund was not processed timely due to a system error. Viator corrected the issue and processed the refund, providing the customer with the reference identification number to follow up with the customer's bank. In view of the delay, ********************** also provided a discount for USD 25 in the form of a promotional code, should the customer wish to give us another opportunity to serve her.
  
  Kind Regards,
  Viator Customer Care
  
  

  Customer Answer

  Date: 04/17/2025

  [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:04/13/2025

  Type:Customer Service 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.

  Viotar violates human decency Do not ever use Viotar to book any of your tours.They have the worst customer service and are ruthless swindlers.Briefly, I booked a Lisbon Hop Off/On bus tour. The day before the tour I attempted to cancel, a mere two hours after their cancellation guarantee. My granddaughter had an emergency medical incident and I needed to get back to ********************I explained this to the ****** customer service **** I requested a voucher for a future trip, I did not request a refund. She said she required a DEATH CERTIFICATE or hospital records to validate my request.Obviously their response was not only inappropriate, but a violation of federal HIPPA ******* not ever book through Viotar.

  Business Response

  Date: 04/14/2025

  The customer has placed a booking on April 11 for 2 tickets for the City Sightseeing ****** Hop-On Hop-Off Bus Tour for a travel date on April 13. The customer reached out to ********************** on April 12 to request a date amendment on this booking. The terms and conditions for this product allow amendment and cancellation up to 24 hours prior to the start time of the activity. Therefore, the customer request was denied. As ********************** understands the customer faced an unexpected medical emergency, Viator requested the customer for additional documentation in order to proceed to a second review of the refund request. Viator understands that the terms used in the email communication to the customer did not refer to the customer situation and will review its process to ensure the right information is requested to the customer based on the circumstances. Regarding the initial amendment request from the customer, ********************** has reached out to the tour operator to request the date change, to which the tour operator has indicated the booking voucher remains valid for 12 months from the purchase or travel date and the customer will be able to use the voucher on an alternative date within 12 months. Viator has forwarded this information to the customer. As the customer has indicated they do not wish to use the voucher on an alternative date and based on the circumstances, Viator processed a full refund of the booking as a gesture of goodwill. Viator has emailed the customer regarding this decision.
  
  Kind regards,
  Viator Customer Care

• Initial Complaint

  Date:04/12/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Viator sell Tour with false informations see documentations

  Business Response

  Date: 04/13/2025

  Viator has reviewed the case. The customer has placed a booking with the tour operator Local Tours ASIA on August 20, 2024 for an excursion 3 Days Ha ***** Loop Tour From Sapa & return to **********, for a travel date on March 21, 2025. The amount of the booking is USD ******. The customer advised they are traveling along with other customers in the same group, these customers placed 3 other bookings on August 20, 2024 and August 25, 2025 for the same travel date. The amount of the bookings were respectively USD 398, CAD ****** and CAD ******.
  
  The customer has contacted ********************** after the travel date and has requested a refund for the 4 bookings. Viator has reviewed the information provided by the customer, being the lack of communication from the tour operator Local Tours ASIA, the unexpected change in itinerary, the transportation supplied by the tour operator and the lack of quality in the services and amenities provided by the tour operator during the tour. Viator has communicated and investigated with the tour operator Local Tours ASIA regarding the circumstances of the customer refund request. The local tour operator has denied the customer refund request.
  
  ********************** has addressed the customer statement and emailed the customer regarding the outcome of the refund request. Viator has advised to the customer that the experience booked is a shared experience, signifying that the customers booked on the same day on the same experience will be accommodated together. Viator has advised to the customer that the experience booked does not include a live guide and this information was present on the tour description present on Viator platform at the time of booking. Viator has reviewed the details of the itinerary with the tour operator and the tour operator has confirmed the itinerary was followed and the sites advertised at the time of booking were visited.
  
  Viator has reviewed that the customer voucher, sent to the customer after placing the booking according to the tour description present on the platform, indicated that the tour included 3 nights instead of 2 nights as mentioned on the tour description present on the platform. Based on this misleading information on the voucher accessible after the booking was placed, and as Viator understands the tour operator Local Tours ASIA failed to being responsive to the customer requests prior to the travel date, Viator has processed a partial refund on each of the bookings affected as a gesture of goodwill. The partial refunds processed on the bookings were respectively USD ***** for the bookings placed in USD and CAD ****** for the bookings placed in CAD. 
  
  Viator takes complaints seriously and appreciate the customer feedback. This feedback has been passed on to Viator Supplier Support Team to ensure the service is being provided to our high standards by this tour operator.
  
  Kind regards,
  Viator *************

  Customer Answer

  Date: 04/13/2025

  Thank you very much for your help

  I want to comments couples of things, when VIATOR said on the communication:

  VIATOR said:  we placed a Tour with "Local Tour Asia" that's true... but in the facts, we receive the services from another local operator the name is : "Vietnam Operator Tour ******************".  The first one (Local Tour Asia) is a high level quality Operator.  That is not the case with the the second one (Vietnam Operator Tour ******************).  It is like, if you book a flight from *************** and receive the service from a lower company (Air XXXX).

  VIATOR said: The announcement of the Tour was 3 days/3 nights on the site of VIATOR (when we bought the Tour), again that's TRUE, but the reality is: The Tour began 21th of March at 08h00 and finish on the 22th of march around 16h00.  The complete Tour took 30 hours.  If you calculate correctly, the Tour took 30hours/24 hours by day = 1,25 day.  The operator offer to us 2 nights, the first one in "Ha ***** Hostel" (in a really poor room with "urine odors" in the room and with a really dirty room).  The second night was WORST.  The hostel was really, really poor, a lot of noise (Party, bikers, gaz smelling in the room, dirty, cold food. and noise until 2 ******* in the morning), me and my wife can't sleep at all. we bought a tour of 3 days/3night, we receive 1,25 days/2 nights.

  VIATOR Said: The total amount of the Tour is : 2 X 398 $US and 2 X ****** $Cdn.  Total: 796 $US (or around ******* $Cdn) and ******* $Cdn (Grand TOTAL = ******* $Cdn), That's TRUE.

  VIATOR Said:  The Local Operator Tour has denied the customer refund request.  I don't know what the local operator said, but, in my contract, the contract was not with the local operator.  It was with VIATOR.  The contract was not respect, and that's why we submit to you a large and vigorous complaint.  There is no matter about what the local operator said...we are 8 peoples, who is ready to testify that everything that I say here, is TRUE.  For example, if you want to appreciate the credibility of the local Tour, I challenge VIATOR to give me the proof that:

  1- We take a boat on the "No Que River" admiring the majestic "Canyon of the Tu San", this Visit was include in the Tour (The operator took a lot of pictures, it suppose to have that pictures, of us)

  2- In the description of the tour that we purchased, you can read clearly that we was supposed to stop at the village "Lung ************** Tourism Village"  among other things to visit the traditional house
  Hmong centenarian, which was once an opium house, (again, The operator took a lot of pictures, it suppose to have that pictures, of us)

  3- Nho Que River, We never went to the river, the accompanist (the person who was supposed to serve guide), asked us not to go there for a lot of reasons,  (again, The operator took a lot of pictures, it suppose to have that pictures, of us)
  

  These 3 visits WERE NOT CARRIED OUT, and on the Tour, that we pay for, a lot of money, include all the fees in the attractions (Boat, Entry fees, etc.) We had no compensation about that from VIATOR.  Please ask to VIATOR, to proof that all of these 3 visits was done...  WE DIDN'T GO THERE...
  

  VIATOR Said: That the experience booked does not Include a live Guide.  That's FALSE, About the Guide...it is clearly indicate in the voucher that we have "English - Guide".  First of all, the person don't speak english.  The second thing, It was not a Guide. He didn't give us ANY INFORMATION.  Please see the document (P21-Page 65 on 90).

  VIATOR Said :  The vehicule supplied was a "Voiture", that,s FALSE, the tour was made in a bus.  We bought a Tour with 2 cars (Voiture in french language).  Another case of non respect of the contract.

  VIATOR Said: Viator takes complaints seriously and appreciate the customer feedback.  That's FALSE, I try to put all the history on VIATOR site, with all the proof and VIATOR reject my Post with any reasonable reason.  In fact, VIATOR want to control what we say on his site. VIATOR only accept positive commentary.

  On thing is sure, all the thing here is TRUE.  We are 8 peoples, who travel together, on my life I visit around 500 towns, with a lot of Tours.  That one (with VIATOR) was the WORST TOUR on my life.  VIATOR didn't accept that, didn't want  to make a real offer to us.

  I can add, a lot of other thing that's gone very bad on the Tour, but, if you want more detail, you can go on the documentation to see exactly what happen.

  If you need, I can translate the present documentation in english language.

  I Have 90 pages of all the history.  I can submit everything to you, if you asked for.

  Sorry, If I make somes mistakes about sentences, my english is not perfect.

  Best regard

  ******* *******

   

   

  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,

  Jeannot

   

   

  Business Response

  Date: 04/15/2025

  Viator has confirmed the experience was operated by the tour operator Local Tour Asia, and Viator is not liable for the name displayed on the tour operator WhatsApp contact details. 
  
  Viator has reviewed that the customer voucher, sent to the customer after placing the booking according to the tour description present on the platform, indicated that the tour included 3 nights instead of 2 nights as mentioned on the tour description present on the platform. Based on this misleading information on the voucher accessible after the booking was placed, and as Viator understands the tour operator Local Tours ASIA failed to being responsive to the customer requests prior to the travel date, Viator has processed a partial refund on each of the bookings affected as a gesture of goodwill. The partial refunds processed on the bookings were respectively USD ***** for the bookings placed in USD and CAD ****** for the bookings placed in CAD. 
  
  The customer has reported a lack of quality in the services and amenities provided by the tour operator during the tour. Viator has reviewed the situation with the tour operator and confirmed the services and amenities provided during the tour complied with standards of safety and quality.
  
  The customer can refer to ********************** Customer Terms of Use, to which the customer agreed when placing the booking, which reiterates that Viator is not a travel or tour agency, and Viator does not provide such experiences themself. When the customer make a booking, they will be purchasing a tour, ticket or other service directly from the third-party supplier.
  
  Kind regards,
  Viator *************

  Customer Answer

  Date: 04/15/2025

  Again, Again and Again

  We do not accept the version of VIATOR.  

  On my last email, we challenge VIATOR to give us a proof about pictures and visit.  Why VIATOR never answer thoses questions ?

  I will make a deal:  IF VIATOR can proof that we was going to the following sites:

   

  1- No Que River (near the river)

  2- Boat on No Que River

  3- Lung ************** Tourism Village
  

  All the sites was includes inthe Tour (I can proove it)

  IF VIATOR can proove with pictures that we was going therewe will stop all our efforts

  Thats exactly why I explain to BBB, that Viator is dishonest I repeat again, VIATOR is dishonest.

   

  Proove it and the file will end. !!

   

  we didnt Go there

  we are 8 proples who will make the proof about that

   

   

  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,

  Jeannot

   

   

  Business Response

  Date: 05/04/2025

  As previously advised Viator has confirmed the experience was operated by the tour operator Local Tour Asia, and Viator is not liable for the name displayed on the tour operator WhatsApp contact details.
  
  Viator has reviewed that the customer voucher, sent to the customer after placing the booking according to the tour description present on the platform, indicated that the tour included 3 nights instead of 2 nights as mentioned on the tour description present on the platform. Based on this misleading information on the voucher accessible after the booking was placed, and as Viator understands the tour operator Local Tours ASIA failed to being responsive to the customer requests prior to the travel date, Viator has processed a partial refund on each of the bookings affected as a gesture of goodwill. The partial refunds processed on the bookings were respectively USD ***** for the bookings placed in USD and CAD ****** for the bookings placed in CAD.
  
  The customer has reported a lack of quality in the services and amenities provided by the tour operator during the tour. Viator has reviewed the situation with the tour operator and confirmed the services and amenities provided during the tour complied with standards of safety and quality.
  
  The customer can refer to ********************** Customer Terms of Use, to which the customer agreed when placing the booking, which reiterates that Viator is not a travel or tour agency, and Viator does not provide such experiences themself. When the customer make a booking, they will be purchasing a tour, ticket or other service directly from the third-party supplier.
  
  Kind regards,
  Viator *************

  Customer Answer

  Date: 05/05/2025

  Hello

  We have discussions actually with Viator Legal Department. I hope we can reach a settlement within a week. Thank you.

  FAQ
  
  Regards,

  Jeannot

   

   

• Initial Complaint

  Date:04/12/2025

  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.

  We bought a ticket to a private speed boat trip to ***********. On the website the itinerary was detailed in "What to expect" part of the description. This trip was supposed to include:Blue lagoon and go for a swim among the fishes...**************: The most amazing location, a lake where you can stand on your feet and take great photos Freguesia de ************* Visit this interesting historical place, where population began at *********** and there is a beautiful church from the year 1843.***************** *************** Our trip contained none of these sites. We were particularly looking forward to ************** and visiting the historic church. The company did not honor their sale. They changed the itinerary and did not notify us. If we knew about the change, we would not have gone ahead.

  Business Response

  Date: 04/13/2025

  Thank you for contacting Viator Customer Support. On March 25, 2025 the customer booked the Private VIP Paradise Ilha Grande Speed Boat and Transfer from *** for a travel date of March 26, 2025. On March 27, 2025 the customer reached out to ********************** and advised that they attended the tour however they did not visit the lake nor the church both of which are listed on the website. On March 27, 2025 Viator sent a refund request to the local tour provider on the customers behalf to request a refund due to the two locations not being included in the tour. On March 27, 2025 the local tour operator responded to Viator and advised that per the information listed on the website the itinerary may change and the clients were taken to the lagoon during the tour. On March 27, 2025 Viator informed the customer the refund for the reservation was denied as it does state on the website under additional information that the itinerary may change. This information is listed on the Viator website prior to the customer booking their tour. On April 07, *************************** received a chargeback for this reservation. As a chargeback was submitted Viator customer support is no longer able to assist with this booking and the customer must contact their bank directly.

  Kindest Regards 

  Viator Customer Support 

  
  

  Customer Answer

  Date: 04/13/2025

  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. 

  The change in itinerary was not discussed. We repeatedly voiced our desire to visit the ********* and the church. We booked the trip primarily for those locations and we felt tricked that we were not told of the change. We told our credit card company and they informed us to resolve with Viator.
  
  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: 04/15/2025

  Viator reviewed the customer booking details. ********************** informed the customer the refund for the reservation was denied as it does state on Viator platform, in the section "Additional information" that the itinerary may change. This information was listed on the Viator platform at the time the customer placed the booking. The tour operator indicated the itinerary had to be modified on this day from the one advertised on the platform due to technical and logistic reason. On April 07, 2025 Viator received a chargeback for this reservation. As a chargeback was submitted, Viator Customer Support is no longer able to assist with this booking and the customer will need to follow the chargeback process as described by their financial institution.
  
  Kind regards,
  Viator *************

  Customer Answer

  Date: 04/15/2025

  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. 

  The change in itinerary should be discussed with us and we should have been asked whether we wanted to proceed..
  Thank you!
  

  
  

• Initial Complaint

  Date:04/11/2025

  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.

  This is against ************************** I have made a booking through their portal, booking ref - **********.I was on a call with their agent - ***** ******** for over 1hr 25 mins to understand the details and explain my concerns regarding this booking. Herself and her supervisor both convinced me about not to worry and everything will be offered as stated in the description for the ******** of the major issue was Airconditioning. I have a heat problem and hence I called them and confirmed before the booking whether the Ac is working. This was 1.5 hours before the trip started (i booked just 1.5 hrs before). They confirmed and assured me that the trip is air conditioned, dont worry we guarantee you wont have any issues. They also mentioned If its not, they will refund the full money.I called them after the trip and viator denied all the claims and started ignoring this concern even though i have an email stating it. They apparently removed air conditioned bus from the description and coming up with excuses. This is now the second time in the last 2 days.

  Business Response

  Date: 04/15/2025

  Viator would like to thank the customer for bringing this expereince to our attention.  Viator takes all customer feedback and concerns seriously. We strive to ensure that the suppliers on our platform are providing high-quality experiences and products to our customers. The customer's concerns has been escalated and an investigation was conducted regarding the customer's experience and addressed directly with . In the meantime, we have issued a full refund to the customer's original form of payment.
  We would like to thank the customer again for giving us a chance to assist them with this matter.  We do hope the information we've provided is helpful. 
  
  Regards,
  
  Viator Customer Service   

• Initial Complaint

  Date:04/10/2025

  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 helicopter tour with Viator for 4/11 with a pickup at 10:30am.I received a call/text from the tour provider at around 9:17am and when I connected with them they asked where I was. I was quite confused and explained I was getting ready to head to my pickup location for 10:30am as indicated in booking. They said they I needed to be at the pickup spot at 9:15am. I never received any communications to indicate this. They told me I'd need to arrange my own transit to get to a distant location in a short amount of time, which was not possible. I asked if I could switch to a different date as I was unaware of all of this. They said no.I contacted Viator and provided all comms from the vendor I received which indicate at 10:30am time. Viator is telling me I am in the wrong for not being at the location at 9:15am but this information was never provided to me (like it was with other vendors).Viator is refusing to issue a refund or credit to book another tour with another provider. I paid for a service (helicopter flight with pickup at 1030am) and was not provided this and as such Viator has taken my money for services they did not render and are taking the side of a rude vendor, which did not provide proper easy to understand communications like other providers.

  Business Response

  Date: 04/12/2025

  Thank you for contacting for Viator ***************** On Wednesday Apr 09 the customer booked a ***************** by Helicopter with a travel date of 4/11/2025. Upon booking a confirmation email was sent to the customer with their ********************** voucher which stated the following If you have requested or require a courtesy transfer from a city hotel, please ensure that you make contact with ****** HeliTours and provide at least 48hrs notice, as it is subject to availability and arranged from designated city hotels only. It also states **************** is subject to availability. Pickup from ************ Circular Quay OR ************************* only.After the flight, drop-off is to ********************* Quay. Transfers are operated on a fixed timetable and are independent to our helicopter flying schedule therefore guests may encounter a waiting period before or after their flight. On Thursday Apr 10 2025 the local tour operator reached out to the customer directly at ******************** via the Viator system internal portal. In this email the customer was provided with a confirmation ticket that advised the following information on the ticket We'll pick you up at 9:15 AM from ********************* Quay. Please be ready at the pickup location 10 min prior to pickup time. The customer requested a refund from ********************** on Thursday April 10 advising that they missed their tour stating that the incorrect meeting time was provided to the customer. ********************** then reached out to the local tour operator and requested a refund on the customers behalf. The local tour operator denied a refund stating the information about pickup time was provided to the customer via email prior to the tour. ********************** then reached out to the customer on April 10, 2025 and advised that no refund could be provided to the customer. The refund request was escalated to Viators management team and a second review was done. Viator's management team reviewed the case and determined that all necessary information was provided to the customer as such the refund was once again denied to the customer. As all information was provided to the customer regarding pickup time and location Viator is unable to provide a refund for this reservation.
  
  

• Initial Complaint

  Date:04/08/2025

  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.

  I purchased 4 adult and 1 child ticket for the DC cherry ******* tour on 6/5. Due to the hands off protest we were delayed getting a spot on a bus for over an hour and only made it to 3 stops on the route before we were at a standstill due to traffic from the protest. We had to get off and werent able to go to the remainder of the stops Im asking for a refund

  Business Response

  Date: 04/10/2025

  The customer has purchased 5 tickets for the Big Bus DC: Hop-On Hop-Off Sightseeing Tour & ******************* for a travel date on April 5, 2025. The total amount of the booking is USD ******. The customer reported that the experience could not be carried out in its entirety due to an ongoing protest in the city and requested a refund for the full amount paid. The supplier initially denied the refund request as the tickets have been redeemed by the customer. Based on the circumstances surrounding the customer refund request, ********************** has reopened the investigation with the tour operator. Viator will reach out to the customer once the investigation has been completed.

  
  Kind regards,
  Viator Customer Care
  

  
  

  Customer Answer

  Date: 04/10/2025

  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. 
  I received an email from the company. They want names of the driver in which each stop they rotated employees and I didnt get anyones names. We started at ************* and after sitting in traffic and having a delay even getting on the bus we had to get off at the history museum to then walk to the *********** and remaining places there was also detours from a marathon, the protest and construction. We were even told in line waiting if we came back to ************* without getting off due to everything going on there would be a refund issued. 
  we had to get off to walk to the *********** and catch an **** to leave 

  Im not sure why its so difficult to issue a refund when we did not receive what we purchased and you are fully aware of the protests and construction detours 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 04/15/2025

  Based on the circumstances surrounding the customer refund request, ********************** has reopened the investigation with the tour operator. The tour operator has accepted a full refund on this booking and Viator has emailed the customer on April 10 to notify of the refund amount and the timeframe within which the refund will be appearing on the customer account. A refund typically takes 3 to 7 business day to appear. Viator has emailed the customer on April 15 with the Acquirer Reference Number of the refund transaction so the customer can verify the transaction with their bank. 
  
  Kind regards,
  Viator Customer Care

• Initial Complaint

  Date:04/07/2025

  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.

  I booked 3 tickets for the Niagara Falls Day and Evening Tour with Boat Cruise and Dinner (dinner optional). The dinner was at an additional cost, which I paid.Our tour was scheduled to begin at 1pm; however, because we were in *************, we were picked up at 3pm. The bus literally drove around the 20 minutes of ************* for 5 hours. Each stop was rushed and we had to rush to make it to the bus tour, almost missing it. It was 8:30pm by the time we made it to the buffet dinner and we were starving. As we are preparing to sit down to get our meals, the staff informed us that they were closing in 30 minutes. Have you ever tried to figure out what to eat in 30 minutes at a buffet restaurant! It was absolutely ridiculous! Some of the food options were gone by the time we went to fix our plates and as we were fixing our plates, the staff were putting things away. This complete failure to deliver the promised services significantly detracted from my 40th birthday celebration, causing considerable disappointment and frustration. This was a special occasion, and the lack of services ruined the experience I had been looking forward to for a long time.I request a full refund for the price of the tour, $559.00, due to the non-provision of the agreed-upon services. The lack of the guided tour, transportation, and especially the promised buffet dinner was a breach of contract and unacceptable. The disruption and disappointment caused on this significant occasion warrant full compensation.

  Business Response

  Date: 04/08/2025

  Following a thorough review of your case by Viator, this reservation's records indicate that a chargeback has been submitted for this transaction. Once submitted, all correspondence regarding further action or resolution are escalated to Viator's Chargeback team. The Viator's **************** team is unfortunately unable to assist with any further requests from this point. 
  
  The Chargeback team will get in contact, if they have not yet contacted, with the customer's bank or credit card provider during this process.  
  
  Should the customer have any further inquiries regarding the status of the chargeback process, they will need to reach out to the bank or credit card provider.
  
  Kind Regards,
  Viator ****************
  

  Customer Answer

  Date: 04/08/2025

  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,

  Magdala