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:07/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been on the phone with Viator and the provider of the service all day wanting to cancel due to poor service and lack of communication. I am trying to transport 12 people from the *********** in ****** *****. The provider has been unresponsive and do not answer the questions when asked. I asked to cancel the reservation this morning and they still have not done so by 5pm today. so i call again and they tell me it has to be within 24 hours. I said its July 15, and i will not use the service until July 17th. They said we are going by Italy time. I booked this in ******* on American time and they have been playing games and do not want to refund my money. They are very dishonest, and no one should use their service. I have a screen shot that states I can cancel today and get a full refund.

  Business Response

  Date: 07/17/2025

  Viator has reviewed the case and verified all 3 bookings have been cancelled with full refund as of July 15, 2025. The emails notifying about the cancel/refund have been sent to customer already. The refund details are as follows;
  
  BR-1231396337 Full refund of USD139.60 has been processed.
  BR-1231397889 Full refund of USD139.64 has been processed.
  BR-1231398369 Full refund of USD139.64 has been processed.
  
  Kind ************************************************

• Initial Complaint

  Date:07/14/2025

  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.

  Summary of Complaint:On May 19th, 2025, I booked and paid for a guided excursion through Viator for myself and three others to take place on July 4th while traveling in ***********. The tour provider ****************************** never showed up to pick us up at the scheduled time and location. After speaking with a representative from Bespoke, I learned that they had never received our reservation from Viator, despite my confirmation email, receipt, and pickup instructions.Nature of the Issue:Viator oversold the excursion and failed to communicate our reservation to the third-party operator. This resulted in significant disruption to our plans. We had structured our vacation around this activity and were forced to rebook and rearrange the rest of our itinerary, incurring additional expenses and losing valuable time. This is a mistake they've admitted to and said it happens sometimes. I initiated a dispute with my credit card company (*****), and while that investigation is pending, Viator recently contacted me to state they would not issue a refund taking no responsibility for their booking failure.What I Would Like:I am requesting a full refund for this tour as the service I paid for was never delivered. I am also asking that Viator take accountability for its poor coordination with third-party vendors, especially when such failures directly affect paying customers. A manufactured apology through email is hardly enough to cover for the fact that they completely disrupted our trip, itinerary and time. Their negligence is unacceptable.

  Business Response

  Date: 07/16/2025

  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:07/12/2025

  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 am filing a formal complaint against Viator regarding an excursion booked through their platform with Good Vibes Activities in **********. I am requesting a full refund and reimbursement for the additional $200 transportation expense my group incurred due to the operators gross negligence and Viators lack of timely support.Despite confirmed transportation, the operator arrived late, causing us to miss activities. Most distressingly, at the end of the excursion, my group of seven young women was abandoned with no return transportation. We were left stranded in a foreign country, surrounded only by unfamiliar men who worked at the facility, with no communication or assistance from Good Vibes Activities or Viator. I made multiple urgent attempts to contact both the operator and Viator via phone, email, and WhatsApp, but received no response for over four hours. This forced us to arrange alternative transportation at our own expense, which was unsafe and required a $200 upfront payment.Good Vibes Activities later offered unprofessional excuses and has not honored their agreement to refund us or cover the additional transportation cost. Viators lack of proactive support and failure to ensure customer safety is unacceptable and reflects poorly on their corporate responsibility. I expect Viator to process a full refund and reimburse the additional $200 as soon as possible.I urge Viator to immediately address this issue and review their relationship with Good Vibes Activities, as their conduct endangers travelers and damages Viators reputation.

  Business Response

  Date: 07/16/2025

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

• Initial Complaint

  Date:07/11/2025

  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.

  On June 30th, I scheduled a tour for me and my friend to tour the Statue of Liberty, *****************, ***********, and the 9/11 Memorial. We met with the tour guide and the handler in the morning at the intended location. They told us we'd be doing a tour of the Statue and ***** only. I mentioned that the listing said Wall Street as well and they said we did not have time as the tour is 4.5 hours although the listing for the tour says 6 hours. She provided some facts about the Statue of Liberty which when googled were proven not true. As we got through security to go the the island there was an issue with one of our travelers bags and we would be delayed. I asked for the Liberty Island ticket so that we could get back through and the handler told me to "Go F*** Myself" and kicked my entire party out of the tour.

  Business Response

  Date: 07/11/2025

  Following a thorough review of your case, Viator has been in contact with the local tour operator regarding the booking experience, and was unsuccessful in obtaining a refund. The Supplier has provided evidence that the experience took place as regularly. Additionally, other Viator reservations from the same date and experience were not found with a complaint of the same nature.

  However, Viator takes this kind of complaint seriously and understands that this experience did not live up to the customer's expectations, even though ********************** could not fully evaluate the conflict in a complete basis. Viator has extended a partial refund of USD ***** as a gesture of goodwill, that has been processed to the customer's original form of payment. Please note, depending on your form of payment, some refunds may take 3-7 business days to appear.
  
  At Viator, it is believed that all feedback is important and helps improve the customer experience. ********************** looks forward to assisting the customer in any future travels!

  Warm Regards,
  Viator Customer Service
  
  

  Customer Answer

  Date: 07/11/2025

  [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:07/11/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a trip with TripAdvisor to attend ***** and the pyramids while visiting ******I booked the trip on the 7th of July to attend on the 11th july.I received two emails. One email I missed due to travelling and one email I received that morning in which I responded but received no direct communication from the tour operator it was all through Viator. I requested to be collected from my hotel ******************** at midnight. I called at ***** as I had not heard anything. I was informed there was room on the bus, they would sort my **** on arrival and they would collect me in 5 mins. I waited for 30mins and they finally arrived. We drove in the bus for 30mins or so to a petrol station to change into a coach. I was told I would be able to sort my **** and to get on the bus so I did. I was then told on the coach to hide in the toilets at the border because they would not find me in there. They wanted to smuggle me across the border illegally in the toilet. Of course I refused, as this was a very stupid idea. I was then told they would not take me due to the ****. Although there was a family on the bus the time who also had no **** and was able to stay and sort the **** on arrival. Why I could not I do not know. I was asked to get off the bus at the closest petrol station where we all met to get on the coach and get a taxi back to my hotel. I refused and requested a ride back as I would not have gotten on the bus on the first place of they had said I could not attend due to the ****.

  Business Response

  Date: 07/11/2025

  Following a thorough review of your case, the Local Tour Operator of this experience got in contact with the customer to confirm all necessary details, including the pickup time and the required documents for entry into *****. At that time, all arrangements were confirmed and acknowledged.

   As scheduled, the customer was picked up and transported accordingly. However, during the trip, it became apparent that some essential documents required for the entry procedures to ***** were missing documents the Tour Operator had previously informed the customer about. Despite their efforts to assist the customer in resolving the issue and continuing with the trip, the customer opted to return to the hotel. This decision cost the Tour Operator the transportation service and the trip that was already booked and arranged. They have therefore denied the customer's refund request. 
  
  ********************** was unable to issue a refund due to these circumstances.
  
  Kind Regards,
  Viator Customer Care
  

• Initial Complaint

  Date:07/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased tickets for a specific time and received confirmation via email, and also through the app. When we arrived at the attraction (****************************) the tickets sent were for a different time, later that afternoon when we already had other plans. I've included screenshots from my email and from the app (that the company made me download and sign up for in order to receive tickets) reflecting that I was confirmed for tickets at 2:30pm. The system said I would receive the tickets via email or what's app the day before. I did not. When I went into the app while trying to enter the attraction, I clicked the 'Download voucher' seen in the screenshot, but the tickets there were for 4:15. The customer service team refuses to refund my cost because they say that they sent some notice saying it would be at 4:15. I never received that notice and nothing in the app that they made me download to access my tickets showed that. The screenshots included were taken at between 2:30 and 2:45 on July 3rd when I was trying to gain entry. This is a deceitful and fraudulent situation. I never requested a different time or was told a different time and made my vacation plans around what their system had confirmed as my booking time.

  Business Response

  Date: 07/13/2025

  Viator has reviewed the case. On June 25, the customer purchased 4 adults Tickets to **************************** for a travel date on July 3 and the entrance timeslot selected at the time of booking was 2:30pm *********** local time. On June 26, the tour operator messaged the customer via the ********************** Messaging Platform to advise that the 2:30pm timeslot was sold out and the operator issued tickets for the 4:15pm timeslot instead. Viator has reviewed the communications with the tour operator and has reviewed that the customer did not agree to a change of entrance time for the experience. As such and after investigation with the tour operator, Viator has refunded the customer of the full amount USD ****** on July 10 as the experience provided was different to the experience booked. The customer has been notified of the refund timeline.

  Kind regards,

  Viator Customer Care

• Initial Complaint

  Date:07/09/2025

  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.

  Complaint Against: Viator, Inc.Booking Reference: BR-********** Date of Incident: June 29th 2025 Your Name: ******** Kereta Complaint Description:I am submitting this complaint regarding a recent booking I made through Viator (Booking Reference: BR-**********). Despite being a long-time and loyal customer of **********************, I had a deeply disappointing experience with this particular tour.Due to significant traffic delays and confusing drop-off instructions, our Uber driver became lost, and we were ultimately unable to reach the tour location in time. Additionally, there was a language barrier that made it extremely difficult to communicate and resolve the issue on-site. These circumstances were outside of my control and significantly impacted my ability to use the service I paid for.I contacted Viator and explained the situation, but they denied my refund request. I followed up asking for a partial refund or credit as a goodwill gesture given my long-standing customer history. They again refused and stated they would not revisit the decision. I also contacted **************** to dispute the charge, and they likewise declined to issue a refund.I am now left having paid for a service I did not receive, despite making every effort to communicate, arrive, and resolve the issue responsibly. I believe this is an unfair business practice and am requesting either a partial refund or future travel credit from Viator.

  Business Response

  Date: 07/13/2025

  Viator has reviewed the case. On June 11, 2025, the customer purchased a All Inclusive ************* Catamaran Tour from *********** experience for a travel on June 29, 2025 for 4 adults. The meeting point of the experience was the ************************** and ****** and the check-in time was 8:00am, as instructed on the Viator voucher and the communication from the tour operator prior to the travel date.
  
  On the travel date, the customer has reached out to the tour operator via the Viator Messaging Platform at 8:55am, which was 55 minutes past the check-in time, to advise they were on their way to the meeting and requested the operator to hold the boat at the *************. The operator reported the customer was not at the agreed meeting point at the agreed time.
  
  The customer requested a refund to the tour operator and the tour operator has denied the refund request stating that this tour was a shared tour with 50 travelers on board and they were unable to hold the boat to wait for the latecomers as the tour is scheduled to depart at a set time. The outcome of the refund request was forwarded to the customer. While ********************** understands that the customer was unable to arrive at the meeting point on time due to traffic on the way to the meeting point, the tour operator was ready to fulfill this booking and started the tour at the agreed time as instructed at the time of booking, on the Viator voucher and in messaging from the operator. The operator reserved 4 seats on this tour for the customers and these seats could not be sold again. As such, the tour operator or Viator is unable to offer a refund on this booking and Viator will not revisit this final decision.
  
  Kind regards,
  Viator *************

• Initial Complaint

  Date:07/05/2025

  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.

  I booked a hot air balloon tour over the pyramids of **********. The day before, I visited the ********************* to better understand the siteand made the mistake of eating some local street food. I became violently ill, had to grab medicine from a pharmacy, and went straight to my hotel bed, where I stayed all night.Around 6 p.m., I messaged the driver and the tour operator from bed to explain my extraordinary medical situationno response.I then contacted Viator customer support, and while the *** was initially helpful, they quickly defaulted to:You didnt cancel more than 24 hours ahead, and without a doctors note, theres nothing we can do.I wasnt asking for a refund. I asked for a credit to rebook the same tour at a later date. I was met with arrogance:Well, you missed ***** compassion. No flexibility. No service rendered.I paid for an experience I physically could not attend due to a sudden illnessand Viators only response was: Too bad.Buyer beware: if anything happens to youeven food poisoning the night beforethey will keep your money and tell you to have a nice day.I travel often, and this is one of the coldest, most impersonal experiences Ive had with a major booking platform.

  Business Response

  Date: 07/10/2025

  Viator has reviewed the case and is sorry to hear about the unexpected medical situation of the customer. The customer booked a Balloon flight + Breakfast in cave + Pyramids + Pick up CDMX experience for July 5. On the morning of the travel date, the customer messaged the tour operator via the Viator Messaging platform to advise they will be unable to attend the tour planned on the day and requested a refund or to reschedule it to a later date. The tour operator has not responded to the messages to this day.
  
  The customer contacted ********************** ************* via ******** on the travel date to request to reschedule their booking. Unfortunately, per the Terms and Conditions of this activity, if the customer cancel less than 24 hours before the experiences start time, the amount paid will not be refunded, as the tour operator has already arranged the driver and transportation from the customer's accommodation, has already reserved the space in the hot air balloon and the breakfast on the day. Viator has contacted the local tour operator to request a refund on this booking as a gesture of goodwill, however the tour operator has denied the refund request as costs have been incurred for them for this booking. The decision has been forwarded to the customer as per the cancellation policy they agreed to at the time of booking.
  
  Kind regards,
  Viator *************

• Initial Complaint

  Date:07/05/2025

  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.

  I purchased a self guided tour from Viator on Thursday, June 26th. Tour information: Confirmation number: **********, Booking reference number: **********. I was promised several items with this self guided tour and Viator provided none of them. I contact them to request a refund of money spent since I was not provided the items I purchased, and Viator refused this. I am concerned that this represents fraud on the part of Viator, i.e. advertising and selling a product but not providing the product.

  Business Response

  Date: 07/11/2025

  Viator has reviewed the case. The customer has purchased a Self-guided Tour in Tsarevets Fortress experience, has reported the content of the self-guided tour provided was poor and has requested a refund of the booking. Viator has forwarded the refund request to the tour operator VisitBulgariaOn Bespoke Experiences. The tour operator has denied the refund request as the self-guided service was provided and used. Viator has proceeded to a second review of the case and would like to offer a full refund on this booking as a one-time courtesy. However, 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. In this instance, our team would only be able to provide a full refund to the customer if there was not a chargeback pending. Otherwise, as stated above the customer will have to await the decision from their financial institution.

  Kind regards,

  Viator Customer Care

• Initial Complaint

  Date:07/03/2025

  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 a prepaid $679 USD Louvre tour scheduled for 6/30/25, at 2:15 PM. We went to the meeting place per instructions but found no operator. While we knew the name of the operator, ***************, Viator did not provide any direct contact information for the guide, leaving us with no way to get help when no one showed up.We arrived at the designated meeting point at 1:55 PM, exactly as instructed. We searched the area thoroughly, looking for anyone holding a sign. No guide ever appeared, and no contact was made. At 2:17 PM, once we began to panic, we messaged Viator through the app, thinking perhaps the guide was running late or at a different nearby *********** took over 40 minutes for Viator to make contact with the operator. By the time they did, we were falsely marked as a no-show.Importantly, both Viator and the tour company had our phone number and ******** contact, which was active and working. No attempt was made to reach us by call or message before or during the scheduled pickup time.This experience was especially distressing for our autistic daughter, who had been excited to visit the ******. The long wait in the heat, confusion, and lack of communication caused unnecessary emotional stress for her and our entire family.We have photos, call logs, WhatsApp proof, and timestamped messages showing we were at the right place, at the right time, and actively trying to make contact.We respectfully request the BBBs assistance in securing a full refund of $679, and in holding Viator accountable for:Failing to deliver the promised service Lack of communication and proper support Emotional and financial harm Denial of refund based on false claim.Supporting documents available upon request:Photos at the meeting point Hotel receipt Booking confirmation with time/location Call logs, WhatsApp registration proof, and Viator app messages

  Business Response

  Date: 07/04/2025

  Following a thorough review of your case by Viator, it was concluded that the customer was marked as a no-show due to their absence at the meeting point, and no refund could be granted in this case. It is important to state that more customers successfully participated in the same tour, as it was a group experience, and they made it to the meeting point at the agreed meeting time, scheduled for 14:15h on the 30th June 2025. 

  Additionally, an investigation had been previously opened for this case, and Viator has requested that the customer provides relevant documentation or information, but nothing was received by Viator so far, apart from the photo attached to this complaint, which unfortunately does not support their claim.
  
  Should the customer seek any further clarification, ********************** highly suggest that the documentation mentioned in their original complaint is shared with Viator by replying to the latest email notification to the customer.

  Kind Regards,
  ********************** Customer Service