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:11/17/2024

  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.

  Purchase tickets for Statue of Liberty sight seeing cruise on Oct 12 2024 When arrived to the location the boat was overbooked and we were not allowed to get on Called and email business multiple times asking for refund. They have refused to refund even when the service was not provided

  Business Response

  Date: 11/18/2024

  Thank you for reaching out to Viator **************** to regarding this matter.  The customer booked the ****** ************* Skyline Sightseeing Cruise on 10/12/2024, for a travel date of 10/12/2024.  On the travel date the customer reached out to ********************** **************** for a refund.  ********************** sent a refund request to the local tour operator on the customers behalf.  On 10/22/2024 the customer received a full refund for this booking.  Thank you again for giving us a chance to assist you with this matter. We do hope the information weve provided is helpful.
  
  Warm Regards,
  
  Viator **************** 

• Initial Complaint

  Date:11/11/2024

  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 purchased a tour with Viator and tried to meet up with the tour group in ****, It. I was unable to find them and no one answered. The address was a generic address in front of the Vatican. They are not willing to give me a refund and dont want to give me any kind of credit even after we tried to meet up with them. This is so unethical since we did show up and try to locate them. They didnt even offer any solutions.

  Business Response

  Date: 11/13/2024

  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: 11/15/2024

  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 replied multiple times to charge back department email with no response.  I think they are practicing in very bad business practices.  I see other customers complaining about the same thing.  They dont work with customers if things dont go exactly to plan.  Travel can be tricky when it comes to international travel.  I would hope a company would be more lenient on their policies especially when I was there trying to meet up with their tour guide.    They are not in the practice of providing a good experience.  I have replied to the charge back departments email 3 times and no response and no one contacting me.  They are obviously not looking to refund this or anyone elses money.  Just sad a company is so unethical.  
  
  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: 11/18/2024

  The customer has filed a chargeback against this booking.  Once a chargeback is filed, 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 to the customer and advise on the outcome. 

  Regards,

  Viator Customer Service 

  Customer Answer

  Date: 11/19/2024

  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. 

  I have responded multiple times to the charge back department with no response.  I have sent several emails explaining what happened and why I think I should get a refund.  I dont think its ethical that they were not willing to help us on the day we were there trying to meet up with the tour and it was very hard to know which group it was since there was like 30 other groups standing around at the same time.   When I finally got a hold of someone they were not helpful and didnt let us join the next group.  This is very bad practice.  
  
  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:11/11/2024

  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 October 14, 2024 I bought six tickets to visit The ******** in **** $466.98. Its included a guide. The tickets were to visit the monument on October 21, 2024 at 3:15 pm When I was online the asked me for my information and I submitted it. They sent the tickets by email with six tickets but only my name appears there and the others name not but said travel 1,2,3,4 and 5 thats it. Time past the website didnt contact me for nothing until October 18, ******************************************************************************************************************************** the group. I sent all the information to them immediately.When we arrived to the Coliseum and I showed my e-tickets they said the only person can go inside the Coliseum and enjoy the tour was me but my family couldnt because they didnt receive their names and birthdates on time. According with their rules all tickets had to have names and birthdates eight days prior to the visit. So how Viator got my payment and sent tickets that I couldnt use? Are they doing all this business without confirming the rules? Or they dont care about ruining people vacation? All of us got very upset because Viator website didnt do nothing to avoid what I call playing with their customers feelings, time and money. Im claiming my all money back $466.98 dollars.Please if you help me to recuperate my money I will appreciate. Thank you very much .

  Business Response

  Date: 11/13/2024

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

• Initial Complaint

  Date:11/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of the transaction: 21st October 2024 The amount of money which you paid the business: JPY ****** (original price was JPY ****** and half of it was refunded.)What the business committed to provide you: I booked the tour "Four Days, Private Guided Tour of Egyptian Life and Heritage"What the nature of dispute is: After I joined the Day 1 of four days tour, the tour operator canceled the tour without my agreement telling me that they couldn't to continue the tour if I didn't pay extra USD 190. While I was checking it with Viator, the tour operator canceled the tour, and they refunded me only half of the tour price for just one day out of four days tour.I contacted Viator ************** several times about this issue. At first, the tour operator told me that it should be full refund if the Tour Operator cancel the tour, and she promised me to investigate this issue. As I couldn't get feedback from the operator, I contacted the ************** again and asked for it, but they told me that they couldn't take any responsibilities on this because they had just advertised.

  Business Response

  Date: 11/13/2024

  Viator has reviewed the case. The customer made a booking for three-day tour from ***** to **** to ********** and back to ***** for October 21, 2024. The listed price was JPY31,711.
  
  On October 21, 2024,customer contacted us stating that the tour operator cancelled the tour from day 2 without customer's agreement. Customer wanted to continue the tour on day 2 and 3, but local tour operator was unable to continue based on the several issues they encountered with the customer. The local tour operator initially issued 50% refund of JPY15,856 as of October 21, 2024.  As 2/3 of tour wasn't provided to the customer, ********************** has issued additional JPY5,284 refund to customer as of November 12, 2024 so that customer received total refund of JPY ****** which is 2/3 of the initial payment for this booking. 
  
  Kind ************************************************

  Customer Answer

  Date: 11/13/2024

  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. 

  It was four days tour and I didn't receive the service for 3/4 of the tour, so the total refund should be JPY23,783, not JPY21,140.
  
  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,

  Yayoi

   

   

  Business Response

  Date: 11/18/2024

  Viator was able to work with the local tour operator for an additional refund on the customer's behalf.  The remaining balance, Viator refunded as a gesture of goodwill to the customer.  The customer has been fully refunded in this case.  We thank the customer for their understanding and patience. 
  
  Warm Regards,
  
  Viator Customer Service 

• Initial Complaint

  Date:11/08/2024

  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 trip advisor $74.80 USD for ******************************************************************************************************************************** in *****. I put my hotel wasnt listed and where I was. Start time was 330. I booked weeks in advance and didnt hear confirmation of time. The ad state they communication is done via email or whats app. I was in my lobby at *** and was informed they left at 245. I didnt receive a call to my whats app or a email. The number provided ************ is out of service. This is not a Aruban number. Once on the phone I was told I was contacted via the my hotel room phone. This was not the indication of communication provided when I provided contact information. I requested a refund as I was never able to attend the event. No progress has been made, only nasty rude comments. I also booked a clear photo photo shoot and it was cancelled due to wanting an extra 200. Trip advisor took no accountability for their actions

  Business Response

  Date: 11/13/2024

  Thank you for contacting customer service. ********************** has reviewed this booking. The customer booked the Aruba Ecological and Beach Horseback Ride for October 7, 2024. The contracted local tour provider was ************** *****. On September 8, 2024 the ************** Aruba sent the customer a message through the closed loop Vaator communication system to advise them that the pick-up time would be at 2:45pm. They also attempted to call the customer and sent a follow-up message that they could no longer wait for the customer. ********************** has verified that the contact information listed is valid and the customer was listed as a no-show. Therefore Viator cannot offer a refund for this booking. 
  
  Regards, 
  Viator ****************

  Customer Answer

  Date: 11/14/2024

  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 reject this claim. I was not a no show. I was at the lobby and the hotel staff tried calling the number provided and its not an Aruban number as their are code is 212. Not 213. We tried calling 311 to get this business and wasnt able. I contacted trip advisor who wasnt able to contact this company. I am unable to retrieve my messages from the app as its been escalated and I cant see anymore. I reject this claim and would like a full 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,

  Brooklyn

   

   

  Business Response

  Date: 11/18/2024

  Thank you for your reply.  The customer booked the Aruba Ecological and Beach Horseback Ride tour on 9/7/2024 for a travel date of 10/7/2024.  On 9/8/2024 the local tour operator reached out to the customer through **********************'s closed loop communication system to advise the customer of confirmation for the booking, summary of itinerary, the name of the guide as well as the contact number to the local tour operator.  On 10/6/2024, the local tour operator reached out to the customer again to advise the customer of their pick up details.  ********************** also has record of the local tour operator trying to reach out to the customer prior to and during pick up time, however, the customer was non-responsive and marked as a "no show" for the tour.  Viator did reach out to the local tour operator to request a refund however the local tour operator denied the refund as they had reserved seats for the customer.  For this ********************** is not able to process a refund.  We appreciate your understanding in this matter.
  
  Warm Regards,
  
  Viator Customer Service  

  Customer Answer

  Date: 11/19/2024

  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. 

  I am not in acceptance of this denial of a refund. Per the booking, all questions and communication is done through whats app or email. Per the booking instructions. It doesnt state anything about a closed loop communication. This is unacceptable I was at the hotel and I was not accommodated 
  
  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,

  Brooklyn

   

   

• Initial Complaint

  Date:11/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I recently went to ********, ****** for a short vacation. On Sunday, November 3, the Concierge at the ******************************* booked a sightseeing bus tour of *********** for us using the Viator website. We paid $112.00 Canadian for the 2 tickets. The tour of *********** was scheduled for Monday, November 4, 2024. We were to drive to *********** the next morning. We had issues with our rental car that morning and notified Viator that we would not make it on time for the 10 AM tour of ***********. We were told we would not be getting a refund. The young lady we spoke with said she would contact the local guide and when she heard back, she would send an email to let us know what the local guide said. We never received an email from her.

  Business Response

  Date: 11/11/2024

  On 11/3/2024, the customer booked Quebec City Sightseeing Tour for a travel date of 11/4/2024.  The terms and conditions for this tour is listed as, " 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".  The customer contacted the local tour operator prior to the tour to advise that they are running approximately 30 minutes late.  The local tour operator was not able to wait for the customers as this is a group tour.  Due to the terms and conditions of this tour the refund was denied.  Although Viator understands the customer's dissatisfaction of the refund denial, Viator must abide by the terms and conditions listed on the product.  
  
  Warm Regards,
  
  Viator Customer Service 

  Customer Answer

  Date: 11/11/2024

  [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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* Ijimakin

• Initial Complaint

  Date:11/03/2024

  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.

  Viator has partnered with ***************** (AA Advantage shopping) to insentivise Viator shoopers by granting them 7 ***************** dollars per each dollar spent on Viator tours. On August 25 2024, I made two Viator reservations via AA Advantage Shopping at Viator and Viator failed to honor its agreement to provide advertised promotional AA miles. I filed 2 separate complaints and smaller one was soon satisfied, but one with booking ref ********** is still in limbo. ** Advantage Shopping customer service informed me that the issue is with Viator, as they requested my miles from Viator several times and Viator never responded. I want Viator to honor its agreement with ************ Shopping and provide 1456 AA miles that the owe me.

  Business Response

  Date: 11/04/2024

  Thank you for your message regarding the Viator Rewards Program.
  
  Viator has reviewed the case and are unable to verify that rewards were promised. To earn or redeem rewards, the customer must be logged into his ********************** Account. Bookings made through the call center are not eligible for Viator Rewards. Therefore,Viator is unable to issue rewards for this booking.

   

  Kind Regards

  Viator Customer Care

  Customer Answer

  Date: 11/04/2024

  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.]

  Viator failed to address my complaint and provided invalid reason for that. I clearly stated booking number 1542995629 and I have account with ********************** under which reservation was made. Once again, Viator shows its irresponsibility and total disregard for customer needs
  
  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,

  Yuri

   

   

  Business Response

  Date: 11/12/2024

  Thank you for contacting customer service. Please note that the customer would need to contact ** in order to inquire about any promotions they have offered. Viator can only honor discounts provided directly by the marketing team and valid through the website when entered upon booking. Viator is usable to add miles or make any changes to a AA account. 
  
  Regards, 
  Viator Customer Service 

  Customer Answer

  Date: 11/14/2024

  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. 

  Per ***************** support, they tried to contact Viator several times regarding this issue, but received no response. They state that Viator should pay for the claim once order is confirmed, but Viator failed several times to acknowledge  and satisfy claim. The ball in in Viator's court, not in AA's. They submitted all necessary information, including order number, amount and date to Viator. I see that Viator is trying to shift the blame to AA and his is unacceptable. You must own the issue and be responsible for your mistakes. ***************** did its due diligence, it is Viator that failed to process and pay the claim
  
  FAQ
  
  Regards,

  Yuri

   

   

  Business Response

  Date: 12/22/2024

  Thank you again for contacting customer service. Please note that as we have previously advised, the customer would need to contact AA in order to inquire about any promotions they have offered. Viator can only honor discounts provided directly by the marketing team and valid through the website when entered upon booking. Viator is unable to add miles or make any changes to a AA account. If the customer requires and invoice of proof of purchase, please contact customer service. 
  
  Regards,
  Viator ****************

  Customer Answer

  Date: 12/30/2024

  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. 

  Another hollow and meaningless response from Viator that just started a finger pointing match and wants me to be responsible for resolving issue that Viator and AA created joitly.
  
  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,

  Yuri

   

   

• Initial Complaint

  Date:11/02/2024

  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.

  Booked a tour through Viator and the tour guide did not show up. Chatted with viator and was told to call the operator, I did and they did not respond. Spent 25 minutes chatting with Viator and was told they would request a reund. I am still chasing down a refund for a tour that never happened. I have included the chat. Customers should not have to chase down a refund when this clearly in not the fault of customer. Order needs to refunded to my credit card.

  Business Response

  Date: 11/04/2024

  Viator has reviewed the case. The customer booked the Stockholm Fika Tour on June 4, 2024, for October 30, 2024. The tour operator is Tours of *********. The customer reached out to ********************** on October 30, 2024, to advise that the customer was at the meeting point and the guide had not shown. Viator sent the refund request to the tour operator on that same date. Per Viator's contract with the tour operator, the tour operator has 72 hours to respond to requests sent by Viator. The term expired on October 2, 2024, but due to a system issue, the case did not reopen until October 4, 2024. On October 4, 2024, as no resolution had been received by Viator, Viator processed a full refund of USD ****** and emailed the customer advising that a full refund had been processed. There was a 48-hour delay in the response, and Viator apologized to the customer.
  Kind Regards,
  ********************** Customer Care
  

• Initial Complaint

  Date:10/31/2024

  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 October 25, 2024, I had a reservation for a tour in ***** at **************** 11 am. We arrived early to find our guide but no one ever arrived. A third party, Forward Tickets, had sent a link for out tickets which would NOT open. We attempted to call the customer service number provided by ********************** and kept getting disconnected. The museum would not honor our voucher and even tried themselves to get the link to work but no success. I had to buy tickets from the museum to get admission. I have emailed Viator customer service and they refuse to refund me even though I did not receive the service.Confirmation #: ********** BookingReference #: ********** Purchase Price: $78.82 By the way, the tickets purchased directly from the Museum were Only 28E.

  Business Response

  Date: 10/31/2024

  Following a thorough review of your case by Viator,  the tickets were correctly sent by the Local Tour Operator for the excursion. 
  
  Viator has double-checked the files and the links sent by the Operator, and they were legit, as per attachment in this case. 
   
  Viator regrets to hear about the unfortunate situation with the customer, but it was investigated with all materials and pertinent information including (but not limited to) the product details on the tour page, tickets, and any communications regarding this booking.
  
  Kind Regards,
  Viator Customer Care
  

• Initial Complaint

  Date:10/29/2024

  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.

  We booked and pd for a tour they never showed up. They got their money we got nothing. They won't give me my money back

  Business Response

  Date: 10/30/2024

  Following a thorough review of your case by Viator, it is confirmed and advised to the customer that they were not charged for this booking, and the voided transaction was already sent to them.
  
  Viator's booking documentation states that the booking was confirmed and that payment would be taken on July 19th 2024, under Viator's Reserve Now Pay Later method. However, on that date, the local tour operator, First Choice srl, canceled the booking prior to any payment being processed.
  
  As a result, no charge took place in the customer's credit card. At this time the customer will need to check with their bank or credit card company to see if there has been an undue charge to their card, so they can take the appropriate measures with the bank or card company.
   
  Kind Regards,
  Viator Customer Care
  
  

  Customer Answer

  Date: 10/30/2024

  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,

  *****

  REASON. this states it was charged. So how was it not.

   

  Business Response

  Date: 11/12/2024

  Thank you for contacting customer service. ********************** has reviewed the reservation and confirmed the guest did choose the Reserve Now Pay Later option at checkout. On July ******* Viator attempted to charge the customer, however the charge was declined due to insufficient funds. Since Viator was unable to charge the customer, the reservation was canceled. ********************** has not made any charge so therefore no refund is due for the canceled booking. 

  Regards, 

  Viator Customer Service 

  Customer Answer

  Date: 11/14/2024

  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.]
  They got their money it was booked through my travel agent ****** *****. *************************  He rebooted it.. I just want my money. This is the receipt 
  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

  Following a thorough review of your case by Viator, the customer was not charged for this booking. 
  
  Under Viator's Reserve Now Pay Later method, attempts were made to charge the customer for the booking on July 19, 2024, however the transactions were declined by the customer's bank. Therefore the booking was canceled due to non-payment on July 19, 2024. 

  At this time the customer will need to check with their bank or credit card company to see if there has been an undue charge to their card, so they can take the appropriate measures with the bank or card company. Alternatively, the customer would need to provide written documentation from the bank showing the completed charge. 
   
  Kind Regards,
  Viator Customer Care

  Customer Answer

  Date: 12/30/2024

  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,

  *****