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:04/04/2025

  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.

  BEWARE of using Viator to book excursions. I recently had an absurdly bad experience: During a recent trip to *********, I had pre-booked an airport transfer. When I arrived at the airport, I followed the provided instructions to a T, even arriving early at the designated pick up point. But 30 minutes past the pickup time, there was still no shuttle. I reached out to the shuttle company (***************) for help via both WhatsApp chat and phone, but there was no response. I also tried calling Viator directly for help, but I only got a recorded message to contact the service provider for assistance. Thankfully, a kindly airport employee walked by and asked if I needed help. When I told her that my shuttle had never arrived, she told me that *************** had gone out of business and that I was the third ****** that week who had been left stranded after booking a shuttle through Viator. When I returned home from that trip, I filed a credit card dispute, and left a 1-star review as a warning to others thinking of booking. Viator then reached out to me to ask why I was disputing the charge. I replied within hours with a detailed explanation and documentation. I expected to receive an immediate refund. That would be a reasonable response, right?Instead, Viator told my bank that I never responded to their inquiry over the chargeback, and that I had received the service. From a company that no longer existed. Long story short, folks: Viator will happily make money off of you, but will never give you a refund under any circumstance even if the service provider is OUT OF BUSINESS, and therefore did not provide the service you paid for. Buyer beware!

  Business Response

  Date: 04/08/2025

  Following a thorough review of your case by Viator, the cardholder's financial institution has settled this Chargeback in favor of the buyer. As a result, Viator has processed a full refund for the booking. The customer should see the refund reflected in their account within the next few business days after the dispute started, depending on your bank's processing time.

  Viator was not notified of the issue before the dispute has taken place. Usually, Viator runs an investigation requesting evidences and details from the experience for both ends, customers and suppliers.

  ********************** apologizes for any inconvenience caused and appreciate the understanding in this matter. Should the customer have any further questions or require additional assistance, please do not hesitate to contact Viator.
   
  Kind Regards,
  Viator Customer Care

  Customer Answer

  Date: 04/14/2025

  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. 

  [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: 04/16/2025

  Per Viator's previous response, a thorough review of the cardholders case was done by Viator and the cardholder's financial institution has settled this Chargeback in favor of the customer. As a result, ********************** has processed a full refund for the booking. The customer should see the refund reflected in their account within the next few business days after the dispute started, depending on your bank's processing time. Should the customer have additional questions about their funds regarding this booking, they will need to reach out to their banking institution. 
  
  Viator was not notified of the issue before the dispute had taken place nor was Viator made aware that this operator had gone out of business, according to the customer. ********************** runs investigations requesting evidences and details from the experience for both ends, customers and suppliers. Currently our product support team is doing an investigation and following up with the local operator regarding them no longer being in business. Should the product support team find this information to be accurate, they will remove the local operator from being able to have bookings on the Viator website by deactivating them. 
  
  Viator apologizes for any inconveniences caused and appreciates the understanding in this matter.
   
  Kind ************************************************

• Initial Complaint

  Date:04/03/2025

  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.

  Booked a tour through Viator where a tour guide was to contact me 24 hours out for confirmation. After not receiving a confirmation, I contacted the tour company through the Viator app without any response. I contacted Viator who contacted the tour company that did not respond twice. I showed up to the meeting spot and waited an hour where no one showed up. I requested a refund, I was told they would get back with me and they did not not. I have now filed a dispute with my credit card company

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

• Initial Complaint

  Date:04/01/2025

  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 am writing to express my frustration with the lack of resolution regarding my refund request submitted on December 3, 2024, for an excursion I booked through your platform. Despite my repeated attempts to reach out, I have not received the refund of $318.00 that I am ******* provide some context, I booked a tour with Someday Charter based on the port days and hours I provided. However, upon arriving at the meeting point, I was denied boarding. The staff informed me that due to the timing of the tours return conflicting with my embarkation time, I could not be accommodated.I promptly submitted a refund request, but as of today, I have not received any updates or the refund in question. This delay has caused considerable inconvenience and disappointment, and I would appreciate your immediate attention to resolve this matter.I kindly request that you process my refund of $318.00 as soon as possible and provide a confirmation of the refund.

  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 hat got in contact with the customer advising their bank or credit card provider has settled this claim in favor of the tour operator, after evaluating the customer's claim about the services. The supplier has informed that the tour operated as described on Viator's page, and as scheduled in the reservation. They also advised that the customer showed up, checked and signed in, but decided not participate.
  
  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 ****************
  

• Initial Complaint

  Date:03/29/2025

  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.

  Date of transaction: February 22, 2025 Amount paid: $168.48 USD My partner and I booked a guided tour of the *********************** and Generalife in *******, *****, through **************************. The tour was scheduled for March 25, 2025, at 10:00 AM. We received confirmation, a booking reference, and payment was processed by Viator.When we arrived at the ********, we were told by staff that the tour had been canceled due to a "system error" on the part of the tour provider, **********. We were offered no entry to the ******** itself and were told tickets were sold out until May. We received no advance notice from Viator and were instead offered a walk around the outside of the site as an alternative. This was extremely disappointing, as visiting the ******** was a central reason for our visit to ********Separately, we booked a Viator tour of the *************** in ********* for 5:00 PM on March 27, 2025. We booked the tour that morning (at 9:45 AM) after the Viator website showed availability for that day. However, we were informed at 3:06 PM less than two hours before the scheduled time that our booking was canceled due to unavailability.Both tours were refunded, but no additional compensation or meaningful remedy was offered. I contacted Viator multiple times and was told they bear no responsibility, as they are a third-party platform. However, Viator processed our payment, issued the confirmation, and served as our sole point of contact. We believe they have a duty to ensure booked services are delivered or replaced when possible.We are requesting compensation for the disruption and time lost during a once-in-a-lifetime trip due to Viator's failure to ensure fulfillment of their advertised and confirmed services.

  Business Response

  Date: 04/08/2025

  Following a thorough review of your case by Viator, a full refund was processed for the customer's bookings since the service was not provided. 

  Viator apologizes for any inconvenience caused by the last-minute cancellations, and appreciate your understanding in this matter. It is not a standard practice for Suppliers on Viator to cancel reservations last-minute, unless it is due to overbooking.

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

  Each product on Viator is purchased under its Terms & Conditions. When a customer makes a booking, they will be purchasing a tour, ticket or other service directly from the third-party supplier. Below are relevant sections of the Viator Terms & Conditions:
  
  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 you 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. 

  However, Viator would like to apologize that our service did not meet the customer's expectations on this occasion.

  Kind Regards,
  Viator Customer Care

• Initial Complaint

  Date:03/28/2025

  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 purchased a tour on trip advisor through their website. The day of the tour the guide messaged me and said that my location pickup was not listed. Even though I had confirmed on the website 2 times. I messaged them back to confirm my pick up they never responded. I contacted trip advisor 3 times that day do they could help me contact the tour guide. They were unable to reach them. So I requested a refund. They denied my refund even though they knew the issue I was having. I believe the tour company was a fraudulent one, the number listed was an international number that wouldn't connect. The WhatsApp number didn't work either. I informed them of this. They didn't seem to care that they were advertising a fraudulent company.

  Business Response

  Date: 04/01/2025

  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 customer's 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.

  Customer Answer

  Date: 04/01/2025

  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,

  Crystal

   

   I Reject, because they have denied my refund once, they need to allow the chargeback and give me my refund and I will close my complaint at that point. They are just trying to get out of refunding me

  Business Response

  Date: 04/10/2025

  The customer has initiated a chargeback with their financial institution. The chargeback will now be reviewed by their financial institution and Viator cannot provide further assistance while the chargeback is ongoing. 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.

   

  Kind Regards,
  Viator Customer Care

• Initial Complaint

  Date:03/25/2025

  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 booked a **************** in ************** with this company. It was for my 10th anniversary. I live in **********, ******* and we had been declared for severe weather the weekend of March 14th, so I was unable to make the trip to ******. I called them and sent an email to let them know so that I could get refunded the $80 for the charge of the cruise. They told me it would take ********************************************************************************* a confirmation email once it was processed . Never received the email so I had to call them back, on the 18th of March , and at that point the representative, or while we issued the refund to be processed . They sent a confirmation email saying that it would take 3 - 7 business days for this refund to be credited back to my account. It never takes the full timeframe for any refund that I have ever had to get refunded back to my account. So, I called them on yesterday and the representative, or whomever, repeat over and over that it takes three to seven days for refund and if it hasnt been refunded by today, to call them back. I asked to speak to a supervisor and was put on hold for over 20 minutes and was told that I would talk to a supervisor immediately. Of course that never happens only for the representative or whomever to come back to the phone and say that a supervisor was unavailable and that they would have them to call me back. I hung up in frustration and yet today there has still been no refund to my account.

  Business Response

  Date: 03/26/2025

  Viator has reviewed the case. The customer made a booking on March 11, 2025 for Dolphin &Sunset Cruises. The listed rate was USD80.00 for travel date of March 15, 2025 for 2 people.
  
  Viator received a refund request from customer on March 16, 2025 and has followed up on the request with the local tour operator. As there was no response received from the local tour operator, Viator has processed cancel/refund for this booking on March 18, 2025.
  
  Viator has found the technical error prevented the refund from processing. Therefore, Viator has corrected the issue and a total refund of USD80.00 was processed to customer's original form of payment as of March 25, 2025. Viator has sent an email to customer notifying about the refund as of March 25, 2025.
  
  Kind Regards,
  Viator Customer Care

  Customer Answer

  Date: 03/26/2025

  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 am rejecting this response because they are LIARS !! It wasnt until I contacted BBB that a refund is now currently processing to be issued on my account. I accept the resolution because its my money that was due back to me, but I dont accept the lie in which they told about a transaction error being the cause as to why the refund has just now been issued when they had been lying since the 16th of March about refund being processed and made me feel like a complete idiot for knowing better. Thank you BBB for getting this issue resolved and I would like for this experience to be publicly viewed so that people will be aware of this and not do business with them . [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: 04/07/2025

  Viator has done a secondary review of the case. Viator has found a technical error prevented the refund from processing initially on March 18, 2025. Therefore, Viator has corrected the issue and a total refund of USD80.00 was processed to customer's original form of payment as of March 25, 2025. Viator has sent an email to customer notifying about the refund as of March 25, 2025.
  
  Kind Regards,
  Viator *************

• Initial Complaint

  Date:03/25/2025

  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 have used Viator many times and this is the first time I bought tickets that were invalid. On 24 March 2025, I purchased two 2-day tickets for Sky *** Bus ***** for $133.83. On 25 March 2025, I tried to redeem my tickets. Personnel at Sky *** Bus ***** indicated they do not have a business relationship with Viator and that today's activity was sold out! I spoke with three different employees and they all said the same thing. Before my tour I tried to contact the tour operator and received no response. After being turned away, I emailed Viator's customer service and requested I be refunded $133.83. Viator responded, "Unfortunately, at this time we are unable to offer a refund. As per local tour operator: Kindly notify the customer that we have previously provided the ** code voucher to you. Should there be any issues with the ** code, please provide us with evidence so that we can investigate the matter further. Our records indicate that the voucher has already been utilized. Therefore, we regret to inform you that we must decline the refund request." Viator's local representative lied. I sent another email to customer service that explained I spoke with three different skyhop bus tokyo representatives and none of the three would accept the Viator voucher/** code. The ** code was never scanned by them. My only evidence is that I had to purchase a ticket directly from them. I also suggested that to complete a true investigation they need to speak with the personnel at skyhop bus tokyo rather than relying solely on the word of their local Viator representative.

  Business Response

  Date: 03/25/2025

  Following a thorough review of your case by Viator, a decision has been made not refund the customer, since they were provided the tickets with QR Codes to participate in the experience. After Viator's conclusion, it was received the proof (photo) of the new tickets' purchase at the site, and Viator has forwarded it to the local tour operator for further evaluation.

  At this moment the local tour operator has stated that the original tickets were redeemed in their system, and Viator can't provide the customer with a full refund until full evaluation from the local operator of the evidences.

  Viator apologizes for any inconvenience caused and appreciate the customer's patience in this matter. ********************** will update the customer with any further additions to this case. However, at this moment, no refund can be granted to this booking.
   
  Kind Regards,
  Viator Customer Care

  Customer Answer

  Date: 03/26/2025

  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:03/19/2025

  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 have reached out to a number of individuals for assistance and have not received any responses or assistance with my situation.I purchased this trip through Mileage Plus shopping with Viator in April 2024. I confirmed with Cartera that it was booked properly back in April 2024. I was told that I would not receive my miles until 4-6 weeks after I completed this trip in November 2024. I was told that Viator stated I did not complete this trip. I am sending documented evidence that I did indeed complete this as booked. This was 12 miles per 1.00 spent. I specifically booked this tour with you to receive these miles. I paid ******** which Viator should have paid out via Cartera ****** miles. I am sending these documents to show this was completed and I should have received these miles by now. Cartera has contacted your office a number of times but still has not been paid their commission or me getting my miles. I have booked many trips through United mileage Plus/Viator and have always received my miles timely. Please investigate what is the delay for this transaction.I have about 7 more trips booked with you and hope I do not have this problem again.I have included the last correspondence with United Mileageplus/Cartera using Viator My booking summary from Viator showing completed Payment summary of $******** paid to Viator Confirmation when book in April 2024.I look forward to a solution since this is close to one year since booked with you.****** ****** Booking BR-********** April 2024 ************

  Business Response

  Date: 03/27/2025

  Viator has reviewed this booking. Viator shows that the customers transaction was done via ****** search and not through Mileage Plus shopping or ******* directly. Viator does not have any ties to any mileage rewards, which means Viator is unable to award the customers mileage points for their booking. On Viators end we see that the customer navigated away from their original cookied link that would have given them the mileage points, this ultimately caused the customer to not get credited through the original link/company. Viator is unable to assist further with the customers mileage request as this booking was not attributed to the miles account they have through United/Cartera, which is not Viator. 
  Kind Regards,
  Viator Customer Care
  
  

  Customer Answer

  Date: 03/27/2025

  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. 

   

  This is not correct, I have attached the paperwork from Cartera stating I did indeed book this through their site and did complete the tour in full.  I would like to see some kind of documentation from viator that proves your response. My proof states otherwise. I went on line and read that Viator tends to deny the high value tours with United/Cartera to avoid paying commissions to Cartera who actually issues the miles to the client.   I was told by Cartera you denied my booking stating that there was no documentation that I completed the tour. I have also provided this too.  I do appreciate the quick response but any company can make up a reason to not pay out.  This is what you doing without any proof which I do have and provided it to the BBB and you. Please go back to review this. I specifically booked this $2,900 tour through you to receive my points. I found others companies that compete with you at a lower price. If this is not settled in my favor I will also be sending the documentation to the  ***************************** under fraud practiced by Viator.

  [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: 04/07/2025

  Viator has done a secondary review of the bookings details and the partner attribution details. The booking partner attribution information on this booking shows that the customers transaction was done via the ****** Search channel and not through Mileage Plus shopping or ******* directly. On Viator end we see that the customer navigated away from their original cookied link that would have given them the mileage points, this ultimately caused the customer to not get credited through the original link/company. Viator is unable to assist further with the customer mileage request as this booking was not attributed to the miles account they have through United Mileage plus or Cartera.
  
  Kind regards,
  Viator *************

  Customer Answer

  Date: 04/07/2025

  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.] I have given proof that this response is incorrect and dishonest to a viator customer. Looks like they get away with this scam a lot. My next step is the ** complaint in *************. BBB was not helpful at all 
  
  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:03/15/2025

  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.

  I contacted Viator on 3/13/25 on there website via message talking to a live agent. I asked them 3 times just to be sure if I had to book this activity for myself even though I was not participating or if I could just book for kids ages 10 and 11 years old. I was told that I had to book for myself as well. I purchased three tickets. Once I arrived at the activity I was told by the owner that I did not have to purchase a ticket for myself since they allow bookings for ages 8 and up. I was told to contact Viator for a refund since I was not participating. I did not participate at all. I contacted Viator three times requesting a partial refund and was denied all three times. Original price paid ******, refund request *****. If you could help me resolve this matter it would be greatly appreciated. Thanks in advance!

  Business Response

  Date: 03/16/2025

  On 3/13/2025, the customer independently booked the Beginner Scuba Diving with Turtles and Videos, San **** expereince for the the same day travel date of 3/13/2025.  We have checked our call records and found no evidence that any Viator agent advised that the customer needed to book for 1 adult in order for the kids in the group to participate.  The customer did contact ********************** after checking into the tour and being advised by the local tour operator that it was not necessary to book for an adult and requested a refund.  The customer also stated on the call that she sent an email asking Viator about whether she needed to book an adult ticket in order for the children to participate.  We have checked our records and found no email about this matter from the customer.  ********************** does stand behind their word and is willing to refund the customer if she is able to provide proof of her claim.  Viator believes in customer satisfaction.
  
   
  Warm Regards,
  
  ******
  
  

  Customer Answer

  Date: 03/16/2025

  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,

  ******

  The response from the business stated that they dont have any record of me calling prior to my booking. I never stated that I called them prior to my booking. I spoke to an agent via the help center/speak to an agent on their website and was advised that I had to book an adult ticket. That was also included in my complaint. 

   

   

  Business Response

  Date: 03/26/2025

  Thank you for contacting Viator Customer Support, 
  ********************** has re-reviewed the refund request on 3/25/2025. Viator has determined that incorrect information was provided to the customer regarding the purchase of an adult ticket in order for her children to partake in the tour. As Viator has verified this error Viator has now issued a partial refund in the requested amount of ***** USD. Viator has sent an email to the customer confirming a partial refund has been processed and has provided the customer with all refund details. We apologize for any inconvenience. 
  Kindest Regards 
  Viator Customer Support 
  
  

• Initial Complaint

  Date:03/14/2025

  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 an excursion with Viator for an e-bike tour in *******, ******. When we got to the business there were six other people there for this excursion. The business did not have any e-bikes available because they said that the batteries were not charged. They tried to put us on old scooters that some of them had brakes not working. Everyone there told them they did not feel safe on these old scooters. The person in charge told us we could all have our money back but we had to go back to the business we booked it with, which for us was Viator. I did this and Viator told us that they would only give us back $20.00 of our money back that the owner denied our refund. My charge card company is fighting with Viator but they keep denying us. Two people that were on this same excursion got their money back from ********************* because they knew that the service that was offered was not available on the day of our excursion. Viator even had pictures on their website showing e-bikes that we were supposed to have had and yet Viator is not backing their customers that were not given the service they had booked. I called viator again today to talk to viator and told them that another couple with us got their money back and they told me that we still cannot have our money back. Viator is selling excursions on their site and allowing business like this one not given the customers what they booked for. The small scooters they tried to give us such as my husband's did not have working back brakes and the turn signals were not working, these scooters were very unsafe. They had us try them out on their sidewalk in front of the store and I was petrified. Everyone in that group that day asked for their money back and that business told us we could.

  Business Response

  Date: 03/16/2025

  The customer booked the Cozumel: City Tour by E-bike for a travel date of 2/11/2025.  We looked at our records and show that this customer is the only one that has booked this excursion through Viator.  We have no records of other customers that booked this same excursion through Viator.  As far as the customer referring that other travelers were refunded, we are not aware of.  The customer did contact ********************** on 2/17/2025 to submit a refund request.  The local tour operator did deny the refund request stating that the customer initiated to step down from the tour after the safety briefing however the bikes were ready and in good condition for the tour.  On 2/26/2025, Viator received notification from the customers bank that a chargeback was filed.  Once a chargeback is filed, Viator **************** is no longer able to intervene in the refund request process and the decision of a refund is  now left up to the customers bank and the ********************** Chargeback team.  The chargeback is now currently under review and the customer's bank will decide the outcome.  We understand the customers dissatisfaction of the refund denial however now this is under the discretion between the customer bank and the ********************** Chargeback Team.
  
  Warm regards,
  
  Viator ****************

  Customer Answer

  Date: 03/16/2025

  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. 

  Dear BBB

  
  

  I received your response back from Viator and you asked for my response.

  
  

  I thought I was supposed to go to the next page to give my response and apparently I was to make my response on the page before. 

  
  

  
  

  How can I give you my response?

  
  

  I will give it here, and if it's not correct could you please send it to me again to do it right?

  
  

  
  

  
  

  There were two responses that Viator gave you. 

  
  

  One bring that the only booking that day with Viator was with my husband and I.  There were six other people there that day for the same excursion.

  One being our friends that was on the cruise with us. They booked with a business called *********************. They followed through like we did after the bike store telling us we had to go back with the business that booked our excursion to get our refund. They received their refund because *************** Group told the owner that you cannot treat our customers like that. These people were to receive e-bikes for their excursion not outdated unsafe scooters that some of them had no back working breaks or turn signals. 

  
  

  Our friends received a call back from *********** Excursion apologizing and giving their money back. 

  
  

  The gentleman gave his name to our friends for in future needs. His first name is ******** the phone number is ************************ @ Shore Excursion Group.

  
  

  
  

  Number two: This business falsified their response to Viator.  He had no e-bikes on the date of our excursion. He told all eight of us that his batteries were being charged. Our excursion was an early morning excursion and there should have been no reason why this business was not prepared for our excursion.  We are e-bike riders and we know that batteries need to be changed ahead of time. We were looking forward to this excursion.

  
  

  Number three:  this business tried to give us outdated scooters with breaks not working properly and signals. Everyone that morning told them we did not feel safe on these outdated scooters.  They had us try them out on their sidewalk and I was scared because they were so outdated and unsafe. 

  
  

  
  

  Please help us out anyway possible.  It's really sad because my husband and I have booked many excursions with Viator in the past and we cannot comprehend why they will not back their customers.  We know this is only $122.00, but no matter how much someone pays, we should never be treated like we are liars just to get a refund. We are senior citizens that know that safety is very important and not to ride on outdated scooters that would be unsafe for any age. 

  
  

  Thank you 

  
  

  ***** & ******* Townsend 

   

  Dear BBB

   

   

   

   

  Business Response

  Date: 03/25/2025

  Thank you for contacting Viator ****************. 
    ********************** has reviewed the case and as perviously advised on 2/26/2025, Viator received notification from the customers bank that a chargeback was filed.  Once a chargeback is filed, Viator **************** is no longer able to intervene in the refund request process and the decision of a refund is now left up to the customers bank and the ********************** Chargeback team.  The chargeback is now currently under review and the customer's bank will decide the outcome.  We understand the customers dissatisfaction of the refund denial however now this is under the discretion between the customer bank and the ********************** Chargeback Team.
  
  Warm regards,
  
  Viator ****************