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:12/09/2024

  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 am writing to file a formal complaint against customized tour for their unprofessionalism, lack of communication, and refusal to take accountability for their actions, which caused significant inconvenience and financial loss during our recent booking.Issue Summary:The driver for our tour departed earlier than the agreed-upon time (7:47 AM instead of the stated 7:407:55 AM window) without waiting or notifying us in advance. As a result, we were left scrambling to find alternative transportation to a new meeting location, incurring over $30 in additional costs, only to discover that the tour had already left without waiting for us there as well.Key Issues:1.Breach of Agreed Timelines: The driver departed prematurely, completely disregarding the agreed time window.2.Misleading and Inadequate Instructions: The directions provided were unclear and caused further confusion.3.Failure to Provide Adequate Customer Support: The operator has shown no accountability for the financial loss and stress caused by their mismanagement, refusing to offer a refund or satisfactory resolution.This is not a case of customer negligence but a clear failure on the companys part to communicate effectively and adhere to the agreed terms. Their actionsor lack thereofdemonstrate an unacceptable disregard for their customers.I demand a full refund of the tour cost and compensation for the additional expenses incurred due to their failures. Their unwillingness to address these legitimate grievances reflects poorly on their commitment to customer satisfaction and fair business practices.

  Business Response

  Date: 12/10/2024

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

• Initial Complaint

  Date:12/05/2024

  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.

  Hello,I booked three helicopter for the ************ for a total of $1347. This is still unbelievably to me, but they sent me a confirmation email of Tue, 9/30. The trouble is that is a fictitious date. 9/30 was a Monday, but doing so much planning I went with Tuesday. Maverick helicopters called on Monday to confirm, but of course we couldn't get there. We couldn't figure out the error, but Viator said if I bought 3 more tickets we could fly Tuesday. And they promised a credit in about a week, so 1st week of October.I have made several attempts to correct this, but the credit never comes. I'm worried this may be some kind of program of exhausting customers who give up on a credit.Thanks in advance for any assistance,*****

  Business Response

  Date: 12/08/2024

  Thank you for contacting customer service. A full refund for the customer has been issued as of today. Please note refunds can take 3-7 business days to appear. 
  
  Regards, 
  Viator Customer Service 

  Customer Answer

  Date: 12/11/2024

  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. 

  I will believe the refund when I see it.  This credit has not been worth the effort.  I wish I had not pursued it.  To be thought of as a liar and a fraud has no compensation.

  Thank you for your assistance.  Please review the attachment illustrating the fictitious date.  If I showed up on Monday, that is not Tuesday.  If I show up 9/30, that is not Tuesday.
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:12/03/2024

  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.

  My wife and I took several tours through Viator (six or more excursions for more than one thousand dollars) and have mostly been very pleased. However, we had a very bad experience on 11/17 and 11/18. In short, Viator canceled my tour Vatican/************** scheduled for 8:00 AM on 11/8/24 without notification (I learned of this when I called for ticket printing help), refused to refund my payment, tried to sell me a replacement tour for more than twice the original amount, then tried to sell me a tour for $70 more and finally forced me to accept and pay for a tour that was $26.54 more than I was originally promised. I either accepted the new $170.05 charge and not be able to go to the most important tour of my vacation. All in violation of US consumer law. I am asking for a refund of $26.54. In addition, Viator agents put me on hold several times and never returned calls forcing me to call many times and speak with 5 different agents. They wasted 2 1/2 hours of my expensive vacation with lots of confusion, claimed multiple reservations and woke me early the next morning asking if I was going to come to the 8:00 AM tour that they had canceled. Viator or its contractor canceled without reason or notification my purchased and paid for reservation and then after much wasted time and confusion charged me more than the agreed original price. I am only asking that Viator charge me no more than the price that I was promised and paid for originally as the new booking was Viators fault. I must say that all of the agents were very nice, patient and professional. They all wanted to help but were put in a difficult situation. I will also say that all of our other experience with Viator tours was very positive.

  Business Response

  Date: 12/08/2024

  Thank you for contacting ***************** ********************** has reviewed the complaint. After completing the investigation. Viator has approved a refund of $63.14 USD for the customer as a goodwill gesture. It was found that the booking under BR-********** was not cancelled but it was the booking under BR-********** for Cinque Terre that was. Viator reviewed all booking activity and all notices sent for this itinerary to confirm no other bookings were canceled by Viator or the local tour operator. The refund details have been emailed to the guest directly. 
  
  Thank you, 
  Viator Customer Service  

  Customer Answer

  Date: 12/08/2024

  [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 #********. However, I must tell Viator that when I called for help getting tickets for the event the day prior, I was informed by the representative that my wife and my participation in the tour had been canceled.  I spoke with five different representatives and all of them told me my event had been canceled.  I apprecaite the effort by Viator to settle this complaint and i accept it but your business made multiple mistakes and caused my wife and I lots of time and effort.  Again, your representaive told me specifically that my reservation that I had paid for had been canceled.  

  Thank You - ******* ******

• Initial Complaint

  Date:12/03/2024

  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 an excursion in ******, ******. The excursion was supposed to take place on October 9, 2024. We arrive at the scheduled location and the tour was not there. We called and emailed and there was no response. So we did not get to go on the excursion that we had paid for. They lied to my credit card company, *****, and said they emailed and called me. I never received an email from them and they said my phone was set to autoreply mode. I have never in my life set my phone to autoreply mode. They were unresponsive to my calls and emails to them. As you can see from the attachment, I contacted them 3 times on October 9, 2024 when they could not be located. They also lied and said we were confused and thought the date of the excursion was October 8, 2024. Again, the attachment shows we contacted them on October 9, 2024, the date of the excursion. We would like a refund of $224.78 for the excursion we never received and that was not available to us.

  Business Response

  Date: 12/08/2024

  Thank you for contacting customer service.

  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 customers financial institution they will reach out and advise on the outcome.

  Regards, 

  Customer Service 

   

• Initial Complaint

  Date:12/02/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased and paid for two adult tickets to the Roman ***** and Colosseum tour in ****. Leading up to the tour date of 09/29/24 I received multiple email reminders from viator. When my husband and I arrived at the meet up point the tour guide said there was a problem since only my name was on both of the tickets. They would not let my husband use one of the tickets. All tickets for this time slot were sold out so I had to do the tour on my own and my husband had to wait outside.

  Business Response

  Date: 12/07/2024

  Viator has reached out to the local tour operator. The local tour operator has advised that the customer must bring their passports/ID for a security check to access the monument.
  The local tour operator has provided tickets with the names that the customer inserted. For this reason, ********************** is unable to offer a refund. Viator regret to hear about the circumstances surrounding the customer refund request. ********************** strives to make every attempt to address our customers' concerns.

  Kind Regards,

  Viator Customer Service

  Customer Answer

  Date: 12/08/2024

  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. 

  I paid Viator for two tickets and was only able to use one of them; therefore, I am due a refund of one ticket. Though I understand I may have accidentally entered my name twice during purchase, Viator didnt have any controls in place to recognize this error ahead of time, allowing for proper resolution. I received at least 3 emails from Viator leading up to the tour and not one of them mentioned and issue that needed to be resolved. I also noticed on recent comments on their site that another customer had the same issue. That tells me that Viator needs to do more on their site to avoid this from happening so that customers get what they paid for. 
  
  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: 12/09/2024

  Following a thorough review of your case by Viator, and the rejection of our response, Viator assures the importance of reading all the detailed description of each experience on Viator products, in order to accommodate the customers' expectations and experience accordingly.

  In this particular case, it is explicitly described by the supplier's product page with the following: "Please provide the full names of all travelers when booking. Failure to present a voucher with all travelers' full names at the ticket office prior to entry may result in denied entry to the Colosseum and Roman ******* It can be seen at the page link below.

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

  Therefore, Viator can not accommodate a refund under this circumstance, and feel sorry to hear that the customer's travel plans could not be fulfilled.

  Warm Regards,
  Viator Customer Service

  Customer Answer

  Date: 12/10/2024

  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. 

  Regardless of small print details they reference on their site, I paid for services that were not rendered. I will never use Viator again because of this experience and will tell all my friends and family about this experience and the unwillingness of the company to refund the ticket I purchased and was unable to use. This is very disappointing and I have zero respect for this company. I will continue to pursue other channels to receive the refund I deserve. 
  
  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:12/02/2024

  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.

  Hello,I operate and own Mikes ************************ since May of 2023. ***************** Im a kayak tour and rental agency.I recently discovered that I supposedly entered into an individual account vs. a business account when I signed up for Viator. When I look at my account profile it shows all of my business information and I as the account owner would have no idea that I am not considered a business listing.I discovered this because a competitor was explaining how they were using multiple listings for different areas to market their products, even though they operated at the same location as I operate.When I contacted Viator to help me do the same thing, they informed me that I couldnt do that because I was registered as an individual and not as a business. I asked them to convert my account from an individual to a business account, and they said their policy doesnt allow this. I cant express how much damage this does to my business. Ive been working 7 days a week for 18 months to build reviews on an account that Im unable to expand. As a 24 year old, who has endured assault and all sorts of harassment from competitors, Im flabbergasted that Viator, someone who should be a partner and helping me build me business is willing to cripple everything Ive worked for.Opening a new account would destroy my business as I would lose the products, Ive built reviews on and would have to switch my TripAdvisor account to the new account and basically start all over. During my 18 months of business, *** managed to reach the #1 rating on TripAdvisor in my area. All my reviews are authentic, and Ive worked so hard to receive.Ive never been so devastated by such news like this, because I thought Viator was a partner and would never do this to someone who brings in business. I also learned during my chat sessions that I might be losing business because of my choice ************************************************************ the future.

  Business Response

  Date: 12/08/2024

  Thank you for reaching out to customer service. Unfortunately, **************** can only assist with booking related issues. The supplier will need to contact the Viator Supply Support Team via chat through their account for further assistance. 

  Regards, 

  Viator **************** 

• Initial Complaint

  Date:12/01/2024

  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 reserved a tour on November 5, 2024, that was advertised on TripAdvisor at $215.66/person, for 3 people, for Nov. 29, 2024. *********** charged us $997.50, overcharging us by $350.52. Apparently the price went up *after* I reserved the tour. When I called, they transferred me to Viator, to a person who did not speak or understand English well. She would not honor the original price, and just kept repeating the new price to me, and did not understand the problem. I asked to speak to someone else. She put me on hold for a long time, came back, pretended she couldn't hear me, and hung up on me.

  Business Response

  Date: 12/10/2024

  Viator would like to extend our sincerest apologies to the stated claims the customer had with the our customer service department.   Our goal is to provide outstanding customer service while helping match customers to the best possible tours and activities around the world.  In reviewing the customer's booking independently made on 11/5/2024, for the Tour guidato alle meravigliose Terme di Saturnia, the customer did receive the winter pricing for this tour.  For all products on the Viator website prices are always subject to change, however, Viator does offer a Low Price Guarantee Policy.  Viator has emailed the customer directly about this policy and will honor any price difference as long as the product reaches the terms and conditions of the Low Price Guarantee Policy.  Again, We apologize for any inconvenience and appreciate you taking the time to send us this helpful information.
  
  Warm Regards,
  
  Viator Customer Service               

• Initial Complaint

  Date:11/20/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I fully paid for a guided tour of the Coliseum back in July. Went in Oct and Crown Tours claimed we were late and were unable to make things right and sent us on our way for a self guided tour with an app of theirs that was not at all helpful! We literally got in the venue and didnt know what to do with their app!! I paid $262 for something I didnt receive at all!! I want my money refunded the company would not allow this on a dispute with Am Ex. Last I looked, it is illegal to pay for services not rendered!! I was not given a guided tour, was not able to skip the line line I paid for!! I need a full refund since they are refusing my dispute with my credit card company!!

  Business Response

  Date: 11/21/2024

  The customer has booked a tour of ****: Colosseum, Roman ****** and Palatine Hill Guided Tour on July 25 for a travel date on October 27 for a total amount of USD ******. The customer selected a tour with a starting time at 9:00AM. The meeting point time and location for the tour is present on the customer's ********************** voucher sent to the customer at the time of booking. The customer has requested a refund for their booking as the service booked has not been provided by the local tour operator. Viator has reviewed the booking details and investigated the matter with the tour operator. The tour operator has confirmed the tour was carried out successfully and the expected service was provided to all the customers who were present at the meeting point at the indicated time. The tour operator has advised the customer was not present at the meeting point at the indicated time and the customer confirmed they arrived late to the meeting point due to personal reasons. As the customer was not at the meeting location listed on the ticket at the time given and the tour operator was ready to fulfill the booking, a refund will not be provided for this activity.

  Customer Answer

  Date: 11/21/2024

  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.]
  
  Being late was not intentional! The clocks were set back due to **************** and we were stunned we were told we were late! They absolutely didnt carry out the tour we paid for! Their options to make this right didnt fit with our cruise scheduled as I said we could do this on Tue and they were unable to accommodate us!! They sent us to the venue with an app that didnt work we didnt learn a thing and it is illegal to pay for services not rendered!! I demand a refund on this and this is completely not fair since they received our payment in full back in July!! We didnt get at all what we paid for, we werent given a fair solution to this tour!! This response is totally not acceptable! I have requested a member from the executive team reach out to me!! This hasnt been extended. Policies are made to be flexible for certain situations and this is one of them!

  ******

  
  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: 12/08/2024

  Hello and thank you for contacting ***************** A member of the ********************** senior management team reached out the the customer on November 22, 2024. As a goodwill gesture, a full refund was issued to the customer on November 26, 2024 and the customer was notified of the refund. 

  Thank you,

  Viator Customer Service 

• Initial Complaint

  Date:11/20/2024

  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 Golden Circle/Snowmobiling tour with Viator for 12 people. The snowmobiling portion of the tour was cancelled because of bad weather. Viator gave us the option of just doing the Golden Circle bus tour or doing both options the following day. This was not possible for us because we were flying home to the ** the next day. We opted for the bus tour only and are now asking for a refund for the snowmobiling portion of the tour.Viator gave refunds immediately to other passengers (on the exact same tour) but they were not on our reservation. The first is ***** ******** and her booking number is: BR1156986697. The second is ********* ******** and her booking number is: BR44776075114. I dont understand why I have been denied a refund FOUR times and others were granted refunds almost immediately. I have provided their refund information and credit card statements which shows proof of refunds. (Document #1 and Document #2)The cancellation policy of the tour description clearly states This experience requires good weather. If its cancelled due to poor weather, youll be offered a different date or a full refund. I have provided a copy of the tour description (Document #3)I have two reservations with Viator BR ********** and BR **********. The transaction amount of each tour was $1686 or $3372 total. I am asking for a refund of just the snowmobiling part of each tour which is $206 extra per person or $2472 total.I tried to go through Viator multiple times to resolve this issue, but it has truly been a nightmare. I have provided all of the information they have asked for and when I try and follow up with them, I am placed on eternal hold or simply get disconnected. I just want the same refund that was extended to other passengers on the same exact tour.

  Business Response

  Date: 11/21/2024

  Viator has reviewed the case. Because the customer has already initiated a chargeback with their financial institution 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. The customer will have to await the decision from their financial institution.
  
  Kind ************************************************

  Customer Answer

  Date: 11/23/2024

  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. 

  The chargebacks that Viator refers to have been cancelled.  **************** suggested that we try and work this out directly with the merchant, but Viator refuses to talk to us.  I have both called and sent emails with zero response from Viator.  

  The tour description clearly stated that a full refund would be given in the event of bad weather, please see attached.

  Once again, others that we traveled with outside of our reservation have already received a refund for this exact same tour and situation.  I have attached copies of their emails and credit card statements that reflect their refunds. I would like to know why we have repeatedly been denied a refund while others have and feel discriminated against by Viator.

  
  
  Regards,

  *******

   

   

  Business Response

  Date: 12/10/2024

  Viator has verified with the local tour operator that this tour did operate on the travel date the customer selected.  The terms and conditions for this experience is,  "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.
  The customer contacted ********************** customer service on the scheduled travel date of 9/25/2024 stating that there was a delay in their cruise ship docking due to weather and they were not going to be able to attend the tour on this date.  This tour is not covered under the worry free shore excursion guarantee policy and the standard terms and conditions for this product apply.  Due to the customer contacting ********************** with in the terms and conditions policy, Viator is not able to issue a refund.  Although Viator understands the customers dissatisfaction of a refund denial, the local tour operator did reserve seats for the customers party and was ready to accommodate the customer. 
   
  Warm *******************************************************

  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. 

  I have included a copy of the tour description where it clearly states that a refund would be offered in the event of bad weather.

  Viator issued refunds to several other passengers for the same circumstance, please see attachments for proof of refunds.  Please explain why they were provided refunds and we have been denied repeatedly.  
  
  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,

  ******* Stock

   

   

  Business Response

  Date: 12/24/2024

  Viator has verified with the local tour operator that this tour did operate on the travel date the customer selected. The tour was not canceled because of weather, which would have resulted in a full refund. The customer contacted ********************** customer service on the scheduled travel date of 9/25/2024 stating that there was a delay in their cruise ship docking due to weather and they were not going to be able to attend the tour on this date. Per the terms and conditions for this experience, for a full refund, the customer must cancel at least 24 hours before the experiences start time; if the customer cancels less than 24 hours before the experiences start time, the amount they paid will not be refunded. Therefore, by the time the customer contacted **********************, the booking was already non-refundable. The tour operator denied the refund, based on the Terms & Conditions, but offered an option to the customer; the customer accepted the alternative and took the entire alternative tour. Due to the customer contacting ********************** within the terms and conditions policy, Viator is not able to issue a refund. Although Viator understands the customers dissatisfaction of a refund denial, the local tour operator did reserve seats for the customers party and was ready to accommodate the customer.

  Warm Regards,

  ********************** Customer Service

  Customer Answer

  Date: 01/09/2025

  Please provide an explanation why other passengers have received partial refunds for this excursion who were also on this cruise and were delayed because of weather conditions at port.  I have submitted proof of these refunds multiple times to Viator with no response.  Why am I being discriminated against and others received immediate refunds?  

   

  Sincerely,

  ******* Stock

   

   

• Initial Complaint

  Date:11/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

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  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.

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  The business failed to respond to the dispute.

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  BBB is unable to locate the business.

  Viator engages in bait-and-switch tactics. On November 13, 2024, prior to making a charge, I contacted Viator via chat and spoke with *** ******** to obtain clarification regarding a pricing issue for a tour. Specifically, I sought to book Product Code: 23153P1 called "Private Tour: *************** ATV Adventure" for a tour date of 11/15/2 for three people, one child and two adults. I wanted to book one double-rider vehicle and one single-rider vehicle because my son is only 6 years old and the tour requires only two adults to drive each vehicle. When I tried to boo, the tour indicated that it was for 3 adults, and did not allow me to otherwise designate one person as a child. In response, *** ******** stated, "The System defaults to adult pricing, which is why you're seeing it listed for three adults. However, once you've made the booking and specified in the special requirements section that one of the participants is a child, our team can adjust the pricing accordingly to reflect the correct rates for your group composition." I relied on this statement and booked three adults. I promptly requested a pricing adjustment via email, as instructed. Viator told me they were unable to provide a pricing adjustment. I then asked for the tour to be canceled, and Viator sent a confirmation of the request, noting that they would contact the tour operator directly. However, this statement, like the others, was untrue. Viator instead charged the fee and did not cancel the tour, even though we did not go on the tour and canceled it well in advance. This bait-and-switch tactic is prohibited by law and should be investigated. I would like a refund of the $297.27 because we did not go on the tour and cancelled in advance after receiving incorrect infomation from Viator.

  Business Response

  Date: 11/19/2024

  The customer independently booked the Private Tour: *************** ATV Adventure on 11/13/2024 for a travel date of 11/15/2024.  the terms and conditions for this tour is, " 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". These terms and conditions much be acknowledged prior to a booking being confirmed.  The customer contacted ********************** customer service on 11/14/2024 to request a refund as they were confused with the pricing.  Viator customer service sent the refund request that same day on the customers behalf.  The local tour operator denied the refund due to the customer requesting cancellation with in penalty.  For this we are not able to process a refund.  
  
  Regards,
  
  Viator Customer Service