Complaints

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

close

Find a Location

Viator, Inc. has 2 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Viator, Inc.

  400 1st Ave Needham, MA 02494-2815

• 

  Viator, Inc.

  777 N Rainbow Blvd STE 300 Las Vegas, NV 89107

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/08/2025

  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 got sick and was not able to go on a tour. I notified them and they said they would not issue a refund. So I tried to go, but as in the lobby eating a snack in site of pick up area and they just left without us. They refuse to issue a refund if the cost of the tour

  Business Response

  Date: 03/11/2025

  Viator has reviewed the case. The customer made a booking for ********************** Buggy Tour with Cenote Swim and Mayan Village Visit. The listed rate was USD ****** for 2 people for travel date of March 6, 2025
  
  Per the Terms and Conditions of this activity, the cancellation must be done at least 24 hours prior to the experience's start time. Customer contacted ********************** requesting cancel within 24hours of the activity due to sickness, and Viator has informed customer that there is no refund based on the Terms and Conditions of this activity.  Then, customer said they will attend the tour.
  
  On the travel date,customer was late to be at the pick-up point and missed the tour. Viator sent a refund request to the local tour operator, but they didn't approve refund.Viator has still issued a partial refund of USD ***** for this booking as a gesture of goodwill.
  
  Kind ************************************************

• Initial Complaint

  Date:03/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased tickets for a sunset cruise for Sunday March 2, 2025. I received tickets for Monday March ******. I arrived at the launch on March 2 only to find the tour guide who told me he was booked with another party on that date and I was scheduled for the following evening. I had no internet access at that point. I looked at my emailed ticket and it was for the wrong date. I cancelled with the tour guide at that point. 30 minutes later I was able to get internet access and called TripAdvisor which was 18 minutes less than the 24 hour cancellation policy allowed. But I had cancelled directly with the tour company before then. I talked to TripAdvisor for a total of 55 minutes to try to get them to refund my money, $375. They told me that they would correspond with ******************** to see if I had contacted them and cancelled and I would be ccd on the emails. I have received no emails in this regard. Florida Island Tours called me the next morning (now 12 hours before ticketed departure) and said if TripAdvisor called them they would tell them I cancelled before the ******************************************************************** March 2, and was given tickets for March 3, 2025. For lack of internet access, I was 18 minutes late cancelling the tickets for an incorrect date.

  Business Response

  Date: 03/11/2025

  After reviewing the customer's inquiry it was verified that the local supplier denied issuing the refund of USD ******. Customer purchased tickets using self-service, for Monday March 3rd, while apparently they intended to purchase tickets for Sunday March 2nd. The local supplier, ************************, has advised that the customer showed on the wrong date, so the customer was not allowed to join the tour. The local supplier has advised that they communicated several times with the customer, denying the refund, claiming that the customer requested the cancelation when the booking was already non-refundable. Viator contacted the local supplier as well, and they confirmed that the refund was denied. Because the customer has already initiated a chargeback with their financial institution Viator cannot assist with issuing a refund. The customer will need to follow the chargeback process as described by their financial institution. Once a decision has been made after the investigation performed by the customer's financial institution they will reach out and advise on the outcome. 
  Kind Regards,
  Viator Customer Care
  

• Initial Complaint

  Date:03/06/2025

  Type:Billing 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.

  11/20/2024 Amount: $1572.72 This was a fraudulent merchant. I was charged for services I never received. I attempted to dispute with my credit card. I have contacted Viator multiple times and have not received a response. I have e-mail and What's App screenshots to support.

  Business Response

  Date: 03/07/2025

  After reviewing the customer's inquiry it was verified that the local supplier denied issuing the refund of ******* USD because the "Cinque Terre Tour from ********" took place on 11/20/2024, as per the described itinerary. All arrangements, inclusions, and advertised services were provided. Because the customer had already initiated a chargeback with their financial institution Viator cannot assist with issuing a refund. The customer will need to follow the chargeback process as described by their financial institution. Once a decision has been made after the investigation performed by the customer's financial institution they will reach out and advise on the outcome. 
  Kind Regards,
  Viator Customer Care
   

  Customer Answer

  Date: 03/07/2025

  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. 

  The merchant did not provide any services that matched what was promised on the listing. I have multiple screen shots of the listing, email communication and WhatsApp communication to support that. Additionally, the chargeback I initiated with my credit card was back in November and is unfortunately closed. My credit card informed me that I need to be issued a refund from Viator directly. As per previous communication, Viator has since taken this tour/merchant off its site, supporting my case that this is a fraudulent merchant. I have since closed that credit card. Viator can mail me a check for the refund. 
  
  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: 03/11/2025

  Viator has re-reviewed the case. The local tour operator has denied the refund request stating the tour was executed exactly as advertised - English driver only (not English guide). As customer has filed a chargeback, the case was investigated further, and it was settled as Viator won the chargeback.
  Even though the local tour operator has denied the refund, Viator has processed a partial refund of USD ****** to customer for this booking as a gesture of goodwill.
  
  Kind ************************************************

  Customer Answer

  Date: 03/19/2025

  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. 

  Thank you for getting back to me. The local tour operator is lying. Their description of events is not accurate, as I have stated numerous times. To reiterate:
  
  On November ******* I was charged for what we thought would be a tour of all five ************ villages. I have multiple screen shots of the description of the tour we booked. Below is what actually took place.

  
  1.      The activity is titled Cinque Terre TOUR from ********. The local tour operator has failed to address the fact that who they sent was a driver, not a tour guide. He knew nothing about Cinque Terre. He did not know where to go or what to do. Often times, he stopped to ask locals for directions because he did not know where to drive. People in our party were pulling up Waze/GPS for him on our cell phones. Yes, we requested to be driven from town to town but again, the description stated it was a TOUR. The local tour operator never communicated the driver would not be a tour guide. 
  
  2.      The driver did not speak English. The description specifically states available in English. We had to seek out bi-lingual locals where someone who could speak English unlike our driver to communicate with. The local tour operator stated the driver spoke "sufficient" English which is not accurate - the driver did not speak English. 
  
  3.      The description specifically states *********** + the five beautiful villages of the ************. We were not taken to all five villages. We were taken to two: Riomaggiore and ******************. We paid for a tour for all FIVE Cinque Terre towns as advertised and we were only taken to two. 
  

  4.      Under tips, the description states to wear comfortable shoes. It was never disclosed that we would be dropped off at remote locations because the driver did not know where he was going and have to walk miles. The description does not disclose that a significant amount of walking would be involved. We had elderly people in our party who were unable to participate. I have brought this up several times and the merchant has failed to address this fact. They mention it was shared that a boat would be weather permitting; that has nothing to do with anything.
  
  We are American so yes, we did tip the driver. It was not the driver's fault that the local tour operator sent him on a job he was not knowledgeable or capable of. I do not know what the local tour operator is referring to when they mention additional services were requested. Again, this is not accurate. 
  
  To reiterate, I reached out to both the local tour operator and Viator for assistance while still with the driver I have multiple screen shots from What's App. I also have multiple screen shots of my e-mail communication with the local tour operator and Viator when I initially requested the chargeback; neither of which received a response. 
  
  I have an additional 7 people from my party who can confirm all that I shared about this experience and what actually took place. All in all, this activity was a scam. Nothing about the description of what was promised was accurate or what we actually received. This is clearly a local tour operator that tried to take advantage of people by exploiting a language barrier. You cannot advertise available in English and send a driver that does not speak English. You cannot advertise a tour and send someone who has zero knowledge of the area. You cannot advertise a visit to all five villages yet only take guests to two. You cannot advertise most travelers can participate and not disclose you would be dropped off miles away from the actual village and be asked to walk to it because the driver is unfamiliar with the area and does not know how to drive closer.

  
  I also would like to reiterate again that this activity and local tour operator have since been taken down from Viators website proving my point that this was a scam and fraudulent merchant. I am adamant this merchant should not be paid, as they did not deliver anything that was promised. Based on all of the above, either the local tour operator or Viator need to refund me for the full amount.
  
  
  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:03/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a tour for 19th that was supposed to be a small group tour with a maximum of 12 participants. The tour was changed around and we ended up in a group with more than 20 people. A large group tour was half the price and they switched us into the larger group without our permission and never offered to credit us the difference. The owner stated we were lucky to even be on the tour. There were plenty of tickets available that day for a large group tour. TripAdvisor/Viator has a no refund policy allows their vendor to change terms without consequences to the detriment of the buyer.

  Business Response

  Date: 03/06/2025

  The customer has initiated a chargeback with their financial institution and Viator cannot assist with issuing a refund. The customer will need to follow the chargeback process as described by their financial institution. Once a decision has been made after the investigation performed by the customer's financial institution, they will reach out and advise on the outcome. 

  Regards, 

  Viator Customer Service

  Customer Answer

  Date: 03/13/2025

  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. 

  You have every opportunity to state you will refund me. You denied me on all accounts and then sent multiple screenshots that incriminate your behavior. I am more than willing to call the credit card and cancel the dispute if you agree to a refund. 

  
  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: 03/26/2025

  As it is informed earlier, Viator cannot provide assistance for this refund request because the customer has already initiated a chargeback with their financial institution. The customer will need to follow the chargeback process as described by their financial institution. Once a decision has been made after the investigation performed by the customers financial institution they will reach out and advise on the outcome. In this instance, Viator would only be able to revisit the refund request if there was not a chargeback pending. Otherwise, as stated above the customer will have to await the decision from their financial institution.
  
  Kind ************************************************

• Initial Complaint

  Date:02/19/2025

  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.

  Date of transaction paid using ******:February 13, 2025 Amount Paid: $260 Event:Twilight Sip and Dine Tour Sarasota Booking reference: c9cb61ea-7192-48c7-a547-b7a9d63de845 for ********** Sarasota- A Walking/Food Tour (adults 21+) on Feb 18, ************ Reference: BR-********** Itinerary Reference: IT-********** External Booking Reference: c9cb61ea-7192-48c7-a547-b7a9d63de845 (****************************************************************************************************************************************)************** (tel:**************) Date of Event:Tuesday, 18 Feb, 2025 - 5:00 PM Nature of dispute:Tour guide never arrived, did not return call until the day after the event, telling me she thought another company canceled my reservation. I called Feverup because that's who I booked with but then this company ****** contacted me through an email etc and they said they would refund my money but then immediately closed out my the incident report saying solved, but no money was refunded. I contacted them numerous times and they declined to answer. I this these companies are running a huge scam on people.

  Business Response

  Date: 02/20/2025

  Thank you for reaching out to ***************** ********************** has reviewed the complaint and can advise this is still under investigation with the Local Tour Provider, **********************. Viator will provide a resolution within 72 hours of when the complaint was received. In this case, the complaint was received on Feb.19. 
  The customer made the booking through *********** and would need to go through *********** for any updates as Viator is not the merchant of record and has not collected payment from the customer. 
  
  Thank you,
  ********************** ****************

  Customer Answer

  Date: 02/21/2025

  [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:02/15/2025

  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 had a Big Bus Tour scheduled through TripAdvisors on 2/14/2025 &2/15/2025. Due to weather I was not able to make tour bus. I asked for a refund but Trip Advisors denied it. I don't think that is fair because I didn't us the services. Confirmation#********** Booking Ref#**********

  Business Response

  Date: 02/19/2025

  Following a thorough review of your case by Viator, this reservation's records indicate that the request has been addressed accordingly.
  
  At Viator, it is assured that the customers feel heard, and that the **************** makes all possible effort to provide a fair and congruent resolution. The customer claims they could not participate in the experience due to the weather conditions. However, the Local Tour Provider has confirmed that all activities have carried on as per scheduled. 

  Additionally, at the booking placement, the customer agreed to the terms and conditions on the product page which are below:

  - You can cancel up to 24 hours in advance of the experience for a full refund.
  - For a full refund, you must cancel at least 24 hours before the experiences start time.
  - If you cancel less than 24 hours before the experiences start time, the amount you paid will not be refunded.
  - Any changes made less than 24 hours before the experiences start time will not be accepted.
  - Cut-off times are based on the experiences local time.
  
  Viator feels sorry for any inconvenience caused and appreciates the understanding in this matter. Should the customer have any further requests or questions, are remain at disposal.
   
  Kind Regards,
  Viator Customer Care

• Initial Complaint

  Date:02/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a service I didn't use during a vacation and the company refuse to issue me a refund. This is unacceptable.

  Business Response

  Date: 02/16/2025

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

• Initial Complaint

  Date:02/11/2025

  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.

  I had planed a long trip to ****** to spent time with family and to explore new places. I believe in local tours, it is the best way to learn the history of the local area. I had always used Viator. I had very positive experiences with this company. We planed about 8 tours. ******* in ***** and ******, in ********. ****** and ********* in *****. We manage to get to the meeting point of all the tours, except one. The ******, ******* tour from ******, *****. We were sent a confusing address, as you will notice in the upload documents. I complain to Viator, and they agreed, that it was confusing. We are not locals, we. Are doing the best we can to find this address in a foreign land. We text the local tour guide of our location and did not received a reply. So we miss the tour. Now Viator is dragging its feet to refund our money. $99.46. it its not to much money but its the principle what counts. Any help from your part will be greatly appreciated. Thank you very much.

  Business Response

  Date: 02/12/2025

  Thank you for contacting customer service. The customer has already initiated a chargeback with their financial institution Viator cannot assist with issuing a refund. The customer will need to follow the chargeback process as described by their financial institution. Once a decision has been made after the investigation performed by the customer's financial institution they will reach out and advise on the outcome
  
  Regards, 
  Viator Customer Service 

  Customer Answer

  Date: 02/12/2025

  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:01/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Merchant didnt provide service. This was a trip to ****** in which they were to provide transportation service. They werent there upon arrival and I was forced to book another taxi. I have receipts of that as well. They refuse to refund the money and have denied my claims despite not receiving any service. Transaction amount: $91.53 Date of service: 1/1/25

  Business Response

  Date: 01/24/2025

  On 12/30/2024,, the customer independently booked the Transportacin privada ************************* era Cancn for a travel date of 1/1/2025.  The customer contacted ********************** customer service on the travel date of 1/1/2025 to request a refund stating the supplier was a "no show" for the transfer.  Viator submitted a refund request over to the supplier.  A refund request can typically take from 24-48hrs to resolve.  Viator received a notification from the customers financial institution stating the customer disputed the charge for this transfer on 1/1/2025.  Once charge has been disputed, Viator **************** is no longer able to intervene with the refund request and now this matter needs to be investigated between the Viator Chargeback Team and the customers financial institution.  The customer has been notified through the ********************** Chargeback Team that they now must communicate with their bank in regards to the outcome of the chargeback.  
  
  Warm Regards,
  Viator **************** 

  Customer Answer

  Date: 02/01/2025

  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,

  ******

   

   

• Initial Complaint

  Date:01/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Jan 2. 2025 my party was supposed to attend Pinones Bar Crawl and Beach Hop. Since the others in my party were teens, they couldn't attend without me since I was sick. I tried to cancel well in advance, bu the app kept saying I didn't have anything scheduled. tried emailing,but they had a wrong email for me, so I couldn't contact anyone until the next day. I applied for a refund, but was told no. I am a disabled veteran on a fixed income. I'm requesting a full refund.

  Business Response

  Date: 01/24/2025

  On 12/30/3034, the customer independently booked a Piones Bar Crawl and Beach Hop Food Tour with Drinks with a travel date of 1/2/2025.  The customer contacted ********************** customer service with in ***** of the tour departure to ask for a refund due to illness.  The terms and conditions for cancellation on this product is as stated;  you can cancel up to 24 hours in advance of the experience for a full refund.  For a full refund, you must cancel at least 24 hours before the experiences start time.  If you cancel less than 24 hours before the experiences start time, the amount you paid will not be refunded.
  
  The local tour operator denied the refund request stating that they have saved seats for the customer and a last minute cancellation will not warrant a refund.  We relayed this information to the customer.  Although ********************** understands the customer's frustration with a refund denial, we must uphold the terms and conditions of each product as Viator is not the tour provider or a travel agency but we do provide a platform that tour operators world wide are able to advertise and book their products.  
  
  Warm Regards,
  
  Viator Customer Service