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:12/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Catacomb tour in **** through Viator. The tour was scheduled to begin at 9:30am on December 23, 2024. Upon my arrival at the designated meeting point at 9:10am, I was informed by the guide that the bus would arrive shortly. After waiting 50 minutes, the guide abruptly announced the tour was canceled. Despite requesting a refund multiple times, Viator denied my requests without explanation. I did not receive the service I paid for and am requesting a refund for the undelivered tour.

  Business Response

  Date: 12/28/2024

  On 12/22/2024 the customer purchased a, ****: Catacombs Guided Tour with Panoramic Transfer for a travel date of 12/23/2024.  The customer reached out to ********************** **************** to follow up with the refund request . The local tour operator denied the refund request initially showing that the customer made a cancellation last minute.  Viator send a refund request on the customers behalf with the explanations of what the customer stated.  The local tour operator approved the refund.  Viator processed a full refund on the customer's behalf. 
  
  Warm Regards,
  
  Viator **************** 

• Initial Complaint

  Date:12/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec 22 I booked a tour for Vatican for 3 people. Upon arrival at 5:30 which was the appointment time I noticed that instead of English tour or English language tour they have mixed us with Italian which means that the tour guide needs to spend half a time talking in Italian in order to accommodate but does it mean that the time we pay for it for a tour guide in English it became half. During the entrance to the ******* we have been stopped by security and someone asked me if I used the ticket in the morning of same day which I told him no and they I have been told that these tickets were used prior and therefore we have to pay again for the tickets also the tour guide suggested we pay for it and I did I paid $75 to buy three insurance tickets. When I contacted wire tour and explain this situation they didn't accommodate and they said everything went correctly and is done which is not true and at the time tour *** told me to pay for the tickets and people reimbursed the differences. However after the tour all request was declined. I have contacted via tour by phone and email and they saying that they're declining my request and I would like to get full refund because they didn't perform The complete tour as promise since the tour guide had to use half of his time to translate in Italian beside the delay due to fake or used tickets you spend quite a time from the beginning to solve the issue. I would love to get full refund due to mentioned issues. This is a basic taking advantage of people and trying to steal their money.I paid $312 + 75 as I mentioned doing the entrance for the tickets that was expired by or used by this company.

  Business Response

  Date: 12/24/2024

  Viator has reviewed the case. The customer made a booking on December 20, 2024 for the *************** and ************** VIP. This tour is offered in three languages: English, Italian and Spanish. The tour does not have single-language options, which means that the guides will speak in any and all of the included languages, depending on the languages spoken by the tour participants. The customer selected the 5:30 pm option, which is the entry time of the tickets, not the meeting time. Customers need to redeem their tickets in advance at **************************************************************************. As the customer had not redeemed their tickets by 5:10 pm, the guide contacted them to confirm attendance, but the customer finally arrived by 5:20 pm. The customer's group had already left to start their tour at 5:30 pm. Although the customer was late, the tour operator took them on the next tour, but as the tickets had expired, the customer had to purchase new tickets. As the tour operator was ready to provide the service, they have denied the refund. However, Viator does understand the frustration of the customer and, as a gesture of goodwill, has extended a partial refund of EUR 52.14. 
  Kind Regards,
  Viator Customer Care
  

  Customer Answer

  Date: 12/27/2024

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

  [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:12/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called customer support with an easy question about the referral program that I had participated in and your agent said need to transfer to tech support and credit card info needed for $1 fee which would be refunded. Instead I end up with a $1 fee and a $47 membership fee (charged monthly). Additionally, the window in which I am talking to techs just goes silent without an answer and I find this morning answers in my email. WHY?I got an answer to this clear as mud process you have in place for customer service but in order to protect myself from this $47 plus $1 I have labeled it as fraudulent with my credit card processor, canceled my card, and waiting for a new card just days away from our next trip. Numerous attempts to resolve with emails and phone calls.

  Business Response

  Date: 12/22/2024

  Thank you for contacting Viator. After review, the customer may have ********************** confused with another entity. Viator does not charge a membership fee nor do we have a technical support department.  Additionally, Viator representatives never capture credit card details from a customer. ********************** uses a secure phone payment system or a payment token and the customer always enters the credit card information. 
  
  Regards,
  Viator ****************

  Customer Answer

  Date: 12/22/2024

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

  First, thank you for at least responding.  Please understand that I contacted Viator through Viators **************** phone line on Friday Dec 20th about questions I had about  referral I made through your Referral bonus program.  The Viator agent said she needed to transfer me to technical support and they would need approval for a $1fee which would be refunded.  I had a lengthly hold time and the Viator agent stayed on the line until Technical support picked up.  

  Here are 2 parts of 2 different e-mail responses I received as a result of calling Viator customer service line.  The first response references viators referral program which was the reason for my call to Viator.  Why would the Technical Support people send me information about my need for Viator Referral program if I hadnt called Viator?  As you can see the second is a part of the email telling me that I was being accessed the $1 fee that was referenced by the Viator agent prior to placing into a tech support Q and $47 fee being billed monthly.  This part hopefully is resolved as I immediately canceled this credit card and rejected membership.    
  

  E-mail Message #1 December 20, 2024
  It sounds like you're part of Viator's referral program but havent received your 20% bonus despite your referral successfully completing their part. Here's how you can resolve this issue:Steps to Verify and Resolve:Confirm Referral Terms:Double-check the Viator referral program's terms and conditions. Some programs only provide the referrer's bonus after specific actions, like the referred person completing a booking.Check Your Email for the Bonus:Ensure that youre looking in the correct email account (Gmail or AOL).Search for keywords like "Viator bonus", "referral", or "reward" in all mail folders, including Spam and Promotions tabs.Verify Registration Completion:Ensure you registered for the referral program correctly and forwarded the email code as required.
  
  Email message # 2 You were charged the one-time $1 join fee and the $47 membership fee (Order ID *************. Your membership will renew automatically and the membership fee will be charged each month 
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 01/06/2025

  Thank you for contacting Viator. A secondary review has been conducted and have concluded the charges have not originated from Viator. Viator does not charge a membership fee and does  not have a technical support team. Viator is not able to find any contacts from the email address provided pertaining to the issue. 
  
  Regards, 
  Viator ****************

• Initial Complaint

  Date:12/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 15, 2024 I purchased 8 tickets for a tour through Viator while on a trip to ******. The tour date was Oct. 31, 2024. The tour guide contacted me through WhatsApp and told me and my party to meet them at a location that night in order to get the tour. When we arrived to the meeting location, no one was responding to us on WhatsApp the tour guide had completely disappeared. We went to the establishment where we were supposed to have a show where we were told we were not on the guest list which was part of the tour we paid for. We did not receive the tour, nor did we see the full show as we were confused on location and spent a significant amount of time being told we werent allowed in because we didnt have reservations. We were eventually rudely let in and we left within 15 minutes because everything seemed uncoordinated and we were not welcome. I requested a refund with this company, but they are not responsive to their email or refund request on their website. I feel like this tour was a scam out of a significant amount of money that I deserve to be refunded because I did not receive the tour.

  Business Response

  Date: 12/20/2024

   After reviewing the customer's inquiry it was verified that the local supplier denied issuing the refund of EUR ******. 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. In this instance, our team would only be able to provide a full refund to the customer if there was not a chargeback pending. Otherwise, as stated above the customer will have to await the decision from their financial institution.

  
  Kind Regards,

  
  Viator Customer Care
   

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $160 for two people for a tour from ***** to the desert, on December 11, 2024. ?Tour link: **************************************************************************************************** Multiple advertised activities that we paid for were not provided:1. "discover the ancient settlement of ************" - completely skipped 2.? "eat lunch in the pottery-making village of *****" - ate more than half a mile away from the village, on the side of the road 3.? ?"sail in Traditional Felucca boat" - we rowed on a barebones fishing boat instead In response to my complaint, the tour guide confirmed these activities were not actually possible:1. Medinet Madi you remember this one, in the route, not allowed to stop now. Before ok, now is not allowed.2. Sail is not allowed to come in this national park. How we bring the sailboats, you know. - instead of sailing ****** maps listing of the restaurant clearly showing how far it is from the village: 3. ***************************************** Additionally, I was nearly held hostage by our tour guide on the car ride back from the desert to *****. He pressured me relentlessly to leave a 5-star review on the spot, leaving me feeling unsafe and extremely uncomfortable.

  Business Response

  Date: 12/22/2024

  Thank you for contacting customer service. ********************** has reviewed all relevant information and is unable to verify any significant discrepancy with the tour details as advertised. However, we understand that the guest was not satisfied with the experience. The customer has been issued a $30 refund and ********************** has issued an additional $54.40 for a total of $84.40. Viator has also filed a report with our supply team to investigate the allegations of harassment against the local supplier. 
  
  Thank you,
  Viator Customer Service.  

  Customer Answer

  Date: 12/27/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

   

  On December 11, 2024, ****** ******* purchased a tour for $160 USD through the Viator platform. The tour was operated by Travel all ***** and led by tour guide Amr. 
  Link to the tour description page: ****************************************************************************************************. See attachment [1] for an export.
  

  
  ****** ******* seeks a refund on the basis of 3 unrendered services. Details of the activities below.
  
  1. Madi settlement 
  - Advertised activity: "discover the ancient settlement of Medinet Madi" (see attachment [1])
  - Actual activity: none
  - Tour guide excuse: its closed
  - Evidence: Medinet Madi you remember this one, in the route, not allowed to stop now. Before ok, now is not allowed. (transcript from a voice message from the tour guide sent on December 19, 2024, see attachment [2])
  
  
  2. Felucca boat
  - Advertised activity: "sail in Traditional Felucca sailboat (see attachment [1]), none of the 20 provided photos showed any boat. For reference, see attachment [3] for the implied image of a felucca.
  - Actual activity: row in a tiny barebones rowboat, without sails
  - Tour guide excuse: sailboats are not allowed
  - Evidence 1: photo taken during the activity showing the boat without sails (see attachment [4])
  - Evidence 2: Sail is not allowed to come in this national park. How we bring the sailboats, you know. (transcript from a voice message from the tour guide sent on December 19, 2024, see attachment [5])
  
  
  3. Lunch in the village
  - Advertised activity: "eat lunch in the pottery-making village of *****"
  - Actual activity: eat lunch 1 km away from *************, on the side of the road
  - Tour guide excuse: none given
  - Evidence: ****** maps listing of the restaurant ********************* and its distance from *************, link: **********************************************;(see attachment [6] for a screenshot)
  
  
  
  In addition to unrendered services, the services that were rendered were unsatisfactory. Details below.
  
  We were coerced to give a 5-star review. During the car ride back, Amr aggressively insisted on leaving him a stellar review on the spot and show him proof. It made us feel unsafe, as if we were kept hostage.
  We were hustled to leave a tip ***** times higher than what ****** searches recommend. Throughout and at the end of the tour, Amr aggressively hinted and then explicitly requested multiple tips. It made us feel very uncomfortable.
  We were unwittingly brought to shopping destinations. After leaving the desert, we were told were going back to the hotel. To our surprise, we were brought to a papyrus factory instead where we were pressured to buy outrageously expensive items. We felt very uncomfortable.
  Unprofessional conduct. Multiple unrequested stops on the side of the highway, minimal historical explanations, constant emotional pandering (brother, everything great?) and general off-putting attitude.

  
  
  
  Regards,

  ******

   

   

  Business Response

  Date: 01/06/2025

  Thank you for contacting Viator. In light of the continued concerns of the customer ********************** has done a secondary review. Unfortunately, Viator is not able to verify any discrepancy with the tour itinerary as provided vs. the advertised services. A partial refund of $84.80 has been issued and Viator is unable to offer any further refund on this occasion.
  
  Regards, 
  Viator Customer Service 

  Customer Answer

  Date: 01/07/2025

  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 # ********.

  
  The discrepancies are beyond clear - Viator sold me 6 attractions but provided only 3. Detailed descriptions and photographic evidence attached in the previous message.
  
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:12/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a tour through this company three days in advance based on easy free cancellations. They advise to communicate with all tour operators through their chats and say there is a 24 hour response time required from the tour operator. I asked the tour operator if the tour had an age restriction as it was not noted on the description. I received no response from the tour operator through the chat. I only received their waiver which did not answer my question. I tried to call the tour operator and no one picked up. I tried to cancel the reservation but it would not allow me to do so because it was the day before. There was no one at the port to meet us for the tour. The tour operator finally sent a message saying that we would get no refund and then again would respond. I disputed with viator but they said after an investigation (that they would not provide any details for, not did they even contact me for followup) that I would not get a refund. So they took my money, didn't answer questions, and never showed up but viator still says I have to pay them.

  Business Response

  Date: 12/18/2024

  Viator has reviewed the case. The customer made a reservation for the Aruba UTV, ATV Adventure at ************ and ********* on December 17,2024.
  According to our records, the customer attempted to contact the tour operator ********** Tours on December 14th to inquire about age restrictions. After receiving no response, but only a waiver to sign, the customer requested to cancel the booking one day before the tour date.
  However, due to the cancellation policy, the local tour operator denied the cancellation request and informed the customer that there were no age restrictions according to their product page on Viator.
  Their product page on Viator does not specify any restrictions and the customer did not contact our customer service for assistance with their question.
  Furthermore, the customer never informed ********************** or the local tour operator that they were waiting at the port to be picked up.
  Due to this new information, we have opened an investigation with the tour operator and will follow up directly with the customer.

  Kind Regards,
  ********************** Customer Care

• Initial Complaint

  Date:12/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/15/24 we purchased an evening cruise in ******* for 5 people thru Viator. Our taxi driver dropped us off at the wrong pier and in our haste to get to the correct pier our mother fell and sprained her ankle. When we finally got to the right pier the boat had already left. We contacted the boat operator immediately but there was no answer to our text messages, emails or phone calls. The following day I contacted Viator to reschedule the cruise and was told no they wouldnt do that. I didnt expect a refund. But certainly a reliable tour company that does business world wide would reschedule this trip for their customer.

  Business Response

  Date: 12/21/2024

  On 12/13/2024, the customer independently booked the River Star Princess Dinner Cruise: Bangkok Chao Phraya River experience for a travel date of 12/15/2024.  The terms and conditions for this experience is as follows, "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".  These terms and conditions are listed on the tour description page, the check out page of the Viator site, as well as the prepaid voucher ticket that is received immediately once the customer makes the booking.  The customer did contact ********************** **************** for an amendment request of the travel date.  Unfortunately, the local tour operator was holding the seats for the customer and not able to resell them, therefore the reason for the amendment and refund denial.  Viator would also like to note,  Viator provided a platform through which you were able to make a booking with the local tour operator. Although Viator understands the customer's dissatisfaction, the amendment and refund decision is at the discretion of the local tour operator.
  
  Warm Regards, 
  
  Viator ****************

  Customer Answer

  Date: 12/22/2024

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

  [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:12/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used TripAdvisor to book a Trolly Tour in ******************* ******* this past weekend. Viator is the actual service *********** uses. We arrived late to get on the trolly. The town was very busy for the holiday. When we went to get on the trolly we were told we would not be able to take full advantage of it since they were closing at 4. At this point it was 3:30. We decided since it was so busy we would just walk and not try to take the trolly. I immediately emailed for a refund of my $89 ticket fee. They are denying me the refund. This is not acceptable.

  Business Response

  Date: 12/21/2024

  On 12/12/2024, the customer independently  booked a St. ********* Hop-On Hop-Off Trolley Tour for a travel date of 12/14/2024.  On the Viator site, the tour description page lists the trolley tour operating hours as well as the duration for the entire loop which states, "Operating Schedule: Tour runs daily from 9am-4:30pm. Trolleys come by approximately every ***** minutes. Duration: 1 hour 30 minutes".  When a customer makes a booking, it is required that the customer acknowledge and agree to the terms and condition of each product.  For this particular product the cancellation policies are, " You can cancel up to 24 hours in advance of the experience for a full refund".  This information can be found on the tour description page, check out page, and on the prepaid voucher ticket.  Although Viator understands the customers dissatisfaction in obtaining a refund, Viator must honor the terms and conditions that are set forth for each activity.  
  
  Warm ***********************************************************

• Initial Complaint

  Date:12/14/2024

  Type:Delivery 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: November 22, 2024 Amount: $238.00 USD for 2 people Service: Tour for 2 people - Full Day **************, ****************** and ****** Tour Inbox Complaint: We've received a completely different itinerary than what was advertised.1. Instead of advertised 3 hours at ******, we spent 50 minutes. 2. Instead of advertised 4 hours at ******************, we spent 50 minutes. 3. Advertised as a bilingual experience, but it really was Spanish dominant tour and the tour guide did basic translations of certain parts when we were on the bus. 4. The bus was in a poor condition - there was heavy humidity inside and smelled moldy 5. Order of itinerary was off as well - arriving in ****** prior to ******************

  Business Response

  Date: 12/15/2024

  On 11/21/2024, the customer booked the Full Day **************, ****************** and ****** Tour, for a travel date of 11/24/2024.  On 11/26/2024, the customer filed a chargeback claim against this booking.  We have no record that the customer reached out our ********************** *************************** to submit a refund request.  Once a chargeback has been filed, Viator **************** is no longer able to assist the customer in submitting a refund request with the local tour operator.  This matter now must be handled through Viator's Chargeback Team and the customer's bank.  The decision of a any refund for the customers claim will now be at the discretion of the customer's bank and **********************'s chargeback team.  In regards to the customer's request they must now communicate through there bank.  Viator would like to thank the customer for their feedback regarding their tour expereince.  
  
  Warm Regards,
  
  Viator Customer Service 

  Customer Answer

  Date: 12/19/2024

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

  Hello,

  I'm reaching out to see if there is anyway to contact the chargeback team? I've sent them several emails and tried to reach out through Viator's help desk - all of which hasn't gotten through making this dispute difficult - I've tried to provide explanation of why this is false advertisement and why I had my credit card dispute this charge. 

  Thanks,

  Jeffrey 

  
  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: 12/22/2024

  Thank you for contacting customer service.

  The customer has initiated a chargeback with their financial institution and the Viator chargeback team will handle communications directly with the customer's banking institution. Once a decision has been made after the investigation performed by the customers financial institution they will reach out and advise on the outcome. The chargeback team corresponds via email, however customer service is not able to provide a timeline for responses. 

  Regards, 

  Viator Customer Service 

  
  

• Initial Complaint

  Date:12/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive called to this company numerous times. I cant get a hold of anyone to resolve my issues. I paid with ******, charged back and ****** had enough evidence to give me back my funds. Today, I am charged again with this company.I bought 7 tickets for ************* tour through Viator. 2 hours before my tour start, the touring company called me and canceled because the wait is 3 hours. I still have the tour company and their phone number. They verified that my tour was canceled and I shouldnt have problem getting the funds back. Here is the transcript in my voicemail that I received while having lunch before the tour.***** from five star ************* tours . We're calling you on behalf of your 2 30 tour . We're gonna let you know that fortune of the 2 30 tour has been canceled today today . There is an extreme cute time with lines up to 3 1/ 2 hours and that is not conducive to a good tour for us however we would love to reschedule to tomorrow morning at nine or 10 AM or there will be no line and we can give you a much more pleasant experienceMy family was leaving the next day, we cant do the day after. I called ***** he informed me I would get ?? refund because they canceled. In the phone transcript, they miss pronounced my name. Please call the tour company and look up my name and date of the tour.********************* Phirak ****** **** 7/05/2024

  Business Response

  Date: 12/13/2024

  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 bank or credit card provider during this process.  
  
  Should the customer have any further inquiries regarding the status of your chargeback, they will need to reach out to the bank or credit card provider.
  
  Warm Regards,
  Viator ****************
  

  Customer Answer

  Date: 12/13/2024

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

  [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,

  Phirak