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:09/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently booked a day tour in *****, ****** through Viator, Inc. However, only 10 hours before the scheduled trip, the local tour operator changed the pickup location from our hotel lobby to the security gate, requiring us to walk 15 minutes in the dark before sunrise. This last-minute change raised serious safety concerns.I contacted Viator immediately, and their agent acknowledged the issue, stating that the cancellation was valid due to the lack of sufficient notice and the potential safety risk. I have screenshots of this conversation as proof.The Viator agent assisted in submitting a refund request and assured me that if the tour operator declined the refund, Viator would escalate the matter as the issue was clearly on the operators end.However, Viator has since gone back on their word. They are now refusing to issue the refund and have stopped offering supportcompletely ignoring the previous agreement and their own agents promises.

  Business Response

  Date: 09/18/2025

  Viator has reviewed the case. The customer placed a booking on September 5, 2025 for a Chichen Itza Ik kil and Suytun Cenote Tour from ****** with a travel date on September 7, 2025. The customer selected a pick up from the hotel "************************, ****************** Km. 16.5" for this tour. As confirmed by the tour details set by the operator of this tour, Best Cancun Experience, the hotel ************************ is eligible for a pick up.
  
  The local tour operator has reached out to the customer the day before the tour to let them know that the pick up would take place outside of the ************************ hotel security gate, which is a 15 minute walk from the customer hotel lobby. The customer advised to the operator that they would not be joining this tour as they do not wish to walk this distance from their hotel lobby in the early morning of their tour. The customer reached out to ********************** and ********************** requested a refund to the operator on behalf of the customer. The operator denied the refund request and the outcome was forwarded to the customer.
  
  ********************** proceeded to a further review on the case on September 18, and has processed a full refund to the customer on this booking as the pick up location selected at the time could not be accommodated. The customer has been notified by email of the refund details.
  
  Kind regards,
  Viator *************

  Customer Answer

  Date: 09/18/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Lok Hei Koo

• Initial Complaint

  Date:09/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 9/9/25 Amount of money paid: $98.00 Business committed to provide: Tickets for tour Nature of dispute: I was emailed a 10% discount code today 9/11 for the booking I purchased on 9/9 and the company refused to apply such code.I contacted the company today and requested the issue be resolved but the refused. The email I received advertising the discount was sent to me directly for the same exact booking.

  Business Response

  Date: 09/12/2025

  After reviewing the customer's attempt to communicate with **********************, on the 11th September 2025 via ******** chat, the customer did not provide any promotional code, nor explained where the discount request came from. 

  For such scenarios, Viator encourages customers to provide any detail of previous communication, or promotional notification they received with Promotional Codes, offers, and others, in order to clarify their requests.

  Viator has therefore provided the customer with 10% refund for their reservation BR-**********, and notified the customer via email directly to the email address used to place the booking. 

  Warm Regards,
  Viator Customer Service
  

  Customer Answer

  Date: 09/12/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **** ********

• Initial Complaint

  Date:09/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a Viator airport transfer from ************** to my hotel on Sept 9, 2025. Upon successful booking, I reached out to the tour operator to confirm and he followed up with a phone call, informing me that I would need to pay an extra 30 euros for my group because I had four people. This was not mentioned anywhere in the listing and is extremely misleading. When I expressed concern, the operator mentioned they would speak to Viator to cancel the booking. However, this did not happen and I reached out multiple times to the operator (please see attachments of conversation) and was left with no response from the operator. This service/transfer was never completed and I never received a response back or the actual service from this operator.

  Business Response

  Date: 09/21/2025

  Viator has reviewed the case. The customer purchased a Athens Airport Private Arrival Transfer for 4 travelers on September 9, 2025 and communicated with the local tour operator, Athens Transfer, regarding the transfer details.
  
  The customer reached out to ********************** on the day of travel as they have been informed that the local tour operator requested an additional charge for a larger vehicle to fit all the passengers on the booking, and the customer requested a cancellation and refund of the booking as they did not wish to pay the additional charge. Viator forwarded the refund request to the tour operator Athens Transfer and the tour operator denied the refund request. Viator forwarded the refund denial to the customer.
  
  ********************** has processed a further review on the case and concluded that the additional charge requested for the transfer service was not valid. As such, Viator has processed a full refund of USD ****** to the customer. The customer has been notified via email regarding their refund status.
  
  Kind regards,
  Viator *************

  Customer Answer

  Date: 09/24/2025

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:09/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 7 hour tour through Viator. The tour was advertised to include visits at multiple sites. The tour was not completed as advertised in the tour description and itinerary on the Viator website. The tour was shortened and part of the itinerary was completely skipped. Viator has refused to honor my refund request. The tour operator stated that our cruise ship arrived late, which is not even true. One the attachments to this complaint shows a text to the tour operator indicating that we actually arrived early. The tour operator also argued that there was a group decision to return to the port early. This is not true either. Other passengers who paid for a different tour (which was shorter), were joined to our combo tour at no extra cost to them. These passengers are the same people that insisted on returning to the port early, causing our combo tour that I paid full price for, to be cut short. These same passengers also delayed our start, as they were the last passengers to arrive for departure.

  Business Response

  Date: 09/16/2025

  Viator has reviewed the case and reached out to the local tour operator. The local tour operator stated the tour took place normally and during the stay in the lagoon the passengers of the ship tour requested to return early to the port. Since it was a decision of the group to cut 30 minutes of the visit, the local tour operator didn't agree on refund. However, Viator has issued 50% refund which is USD ****** as a gesture of goodwill and notified customer about the refund as of September 13, 2025.
  
  Kind Regards,
  Viator Customer Care

  Customer Answer

  Date: 09/16/2025

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

  Viator is relying on a tour operatorathat is giving them false information. At the very least, I can say that there was no inquiry to me as to a willingness to cut the tour short. I am aware of the fact that 2 people who were together alongside and did not pay for the same 7 hour tour, did in fact request to end the tour early. Their request was honored without regard for thr fact that there were other people in the group who had actually paid for the full tour. At the very least, the tour operator should not be combining tour groups if everyone is not in agreement to join for the ENTIRE tour that the higher paying guests have purchased.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 09/22/2025

  Viator has proceeded to a further review of the case. The customer initially contacted ********************** and the local tour operator to request a 50% refund on this booking, which corresponds to an amount of USD ******. 
  
  While the local tour operator denied the refund request and the decision was forwarded to the customer on September 10, the case has been escalated to the *************************************** The *************************** reviewed the case and processed a 50% refund on the booking on September 11, for the amount of USD ******. The customer has been notified via email that their refund request has been approved.
  
  Kind ************************************************

• Initial Complaint

  Date:09/10/2025

  Type:Order 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.

  They are selling tickets with a scam business that does not send tickets to the events. they are not willing to assist in resolving the issues for the tickets they are selling to.

  Business Response

  Date: 09/12/2025

  Viator has reviewed the case. The customer made a ************* Direct Entry Ticket booking on September 9, 2025. On the travel date of September 10, 2025, the customer reached out to ********************** asking for the actual ticket, and Viator has contacted the local operator. As the local operator failed to provide the ticket to customer in timely manner, a full refund of USD100.00 has been processed on September 11, 2025.
  
  Kind Regards,
  Viator Customer Care

• Initial Complaint

  Date:09/10/2025

  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 paid ahead of time for a excursion for 9 individuals to see **** , the tour guide was rude and didnt explain anything about the sites we were supposed to see , in their website , only got to see a few sites , told us we took to much time , on the spots he dropped us off , we had ask people that walking around about the sites , was driving like a mad man was reaching speeds up to 140k , when you asked something, wont really answer you and gave a attitude

  Business Response

  Date: 09/12/2025

  After reviewing the customers inquiry, it was verified that the local supplier denied refund stating their driver is not a tour guide as described on the product page - The tour includes only Audioguide. The local tour operator has also advised the speed limits in ***** is 135km per hour and the driver respected it.  However, Viator has issued 10% refund to the customer for the amount of USD ****** as a gesture of goodwill.
  
  Kind ************************************************

• Initial Complaint

  Date:09/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Viator charged me $229.67 for two tickets to Reserved Access Top of the Summit by lift at the ************ in *****, ****** on September 3, 2025.They only took us to the 2nd Floor.(2nd Floor tickets sell for $52 per person.)Viator needs to issue $125 USD as a refund.Several calls, emails, and WhatsApp messages with Viator have not resolved the issue.

  Business Response

  Date: 09/10/2025

  Viator has reviewed the case. The customer purchased two tickets for a Eiffel Tower Dedicated Reserved Access - Summit Access by Lift option. The travel date was September 3 and the total amount of the booking was USD 259.96.
  
  As the ******************* was closed on the travel date, the experience was modified to a Eiffel Tower Dedicated Reserved Access - Second Floor only option. The operator has processed a partial refund of USD ***** on this booking due to the change of tour option. The operator has denied offering a greater refund.
  
  As the customer contacted ********************** for a greater refund on this booking, Viator proceeded to a second review of the case and of the pricing at the time of booking, and has processed an additional partial refund of USD 125 on this booking as requested. The customer has been notified of the partial refund via email.
  
  Kind ************************************************

  Customer Answer

  Date: 09/10/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:09/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked an ATV excursion through TripAdvisor:Booking Details Date: Tue, Sep 2, 2025 Guests: 2 Adults Price: $266.40 USD Confirmation #: ********** Booking Reference #: ********** When we arrived at the meeting point, we were picked up by the owner of Hacienda Adrelina. The ride there was unsafehe drove recklessly for two hours, swerving into oncoming traffic and showing complete disregard for our safety.According to the listing, no prior ATV experience was required, and proper instruction would be provided. However, the owner (a Canadian with very broken Spanish) gave my girlfriend only a quick five-minute explanation before giving up, saying she would just ride behind me instead. This completely defeated the purpose of the booking, since I purchased this experience specifically for her, not for myself.I paid for two ATVs, yet she never got to ride hers at all. On top of that, the listing promised photos and videos, but the owner refused to share them after I left him an honest review.I reached out to *********** requesting a partial refund of $100a fair amount considering only one ATV was used, no extra wear and tear occurred, and the included meal and insurance were already covered. Unfortunately, *********** denied my request.Ive booked several excursions through TripAdvisor before without any problems. This time, however, I feel cheated. All Im asking for is a partial refund for the unused ATV, since we paid for two and only received one.

  Business Response

  Date: 09/16/2025

  Viator has reviewed the case and followed up with customer by refunding *********  as of September 15, 2025. 

  Kind Regards,

   Viator Customer Care

  Customer Answer

  Date: 09/16/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:09/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased tickets from Tripadvisor for Eiffel tower access. The cost is $234.40 include the tickets and PRIORITY ACCESS. When we got there and met their tour guide named JD. He has no tickets. He lied about it in the beginning and he said has had tickets and just need to be activated. We were in line with him to ACTIVATE his tickets. the line waiting time is 2 hours. After we talked to the people work at ************, and people also in line, we found out there is no such a ticket and we are actually in line of PURCHASING tickets. There is no priority acess too. ** admitted it and I have video recorded evidence. JD don't want get in trouble to have his license suspended so he left **. We stuck in the line and still want to go to ************ so we were in line for 2 hours and paid tickets by ourselves. After we came back from *****, we tried to reach this company to get refund . They said they will only refund the difference.. We don't understand what they mean. We did not get tickets and service from them. They didn't provide anything service and lied to their customer. What they are selling are totally scam. We request the full refund from them but they refused. attached 1. fake tickets from viator (they emailed us tickets from email but that is actually not a tickets to Eiffel tower. There tour guide don't have tickets.2. citi credit card charge (we bought our own tickets)3. product description they sold on line. 4. JD the tour guide badge We want BBB would help us to resolve *********,Yao

  Business Response

  Date: 09/10/2025

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

  
  Kind Regards,
  Viator Customer Care
  

  
  

• Initial Complaint

  Date:09/05/2025

  Type:Customer Service 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 ************ we showed up early to board a bus to tour mansions in ********** for my daughters 16th birthday. We were all dressed in fancy gowns; there were 9 of us.Shockingly as we were trying to board, the driver was rude, closing the door as we were trying to board and we ran out into the street as he drove away to get on. The driver laughed and wagged his finger at us. He was unprofessional and vindictive. I called immediately and discussed the situation for almost an hour with the number of customer service I could find. They were shocked at the behavior also.After filing a complaint, they lied and said we were a no show and weve been fighting for three months to get our refund. There are too many abysmal reviews on Viator and the BBB or another service needs to shut them down! Please help me resolve this and get my money refunded. $374.63

  Business Response

  Date: 09/07/2025

  After reviewing the customer's inquiry it was verified that the local supplier denied issuing the refund of ****** USD. 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 look into providing  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 ************************************************

  Customer Answer

  Date: 09/07/2025

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

  I am not satisfied with this as Viator had a chance to resolve the issue, they are lying and stated I was a no show (I was there as instructed at the time) and Viator never attempted to resolve so I had to file a complaint with *****************  My credit card company says the laws favor the merchant and because merchants know this, they often do not cooperate or attempt to provide resolution.  **************** that the best course of action is to file complaints against Viator (such as BBB) to prompt Viator to refund my $374.63 for services they did not provide.  They also ruined a little girls 16th birthday while the drive LAUGHED AT US.  He knew we were there, saw us twice attempt to get on the bus, yet drove away and laughed and wagged his finger vindictively.  HORRIBLE customer service and I am just merely asking for the full amount back whilst I could ask for pain and suffering.

  
  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: 09/12/2025

  On September 9, 2025, Viator chargeback team has informed customer that the customer's bank has settled the chargeback claim in favor of the tour operator.  Viator chargeback team has also advised customer to contact the local tour operator directly to find a resolution. 

  Kind Regards,

   Viator Customer Care