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:10/21/2025

  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 was used to purchase tickets for 4 people to ***************. Their price was significantly higher than the MAIN hub to buy tickets for ******** but I purchased through Viator not knowing that and trusted Viator. After purchase I saw the main site and how much cheaper it was the EXACT same ticket, time, weekend etc. visit has a price guarantee in which I sent a request showing proof and screen shots of the cheaper price on the main providers site. All info they required for a price adjustment. Multiple emails later with lack of response, I called and they told me its in the process weeks later. Then I get an email a week later again saying to submit the info already submitted. Again no response. Angry email goes out after more unresponsiveness, and then I just get an email back saying they checked with some Price team and I didnt have the same detail details which is completely false because all the details were exactly the same. They are clearly playing a game and lying that they will do price adjustments. They are playing cat and mouse and not following their own company policy. It is absolutely ridiculous and unprofessional the way they are acting and the way that they are pushing me off on something like this. If they were to actually look at the information, they would see that it is exact. The company is showing a lack of morals by putting the customer last and playing these games to shake me off.

  Business Response

  Date: 10/30/2025

  Viator has reviewed the case. The customer purchased 4 tickets for an Alcatraz Inside Access Ferry and Audio Tour with Night Option experience on September 20, the experience is operated by the tour operator Must See, for a total of USD ******. The operator offers this experience on ************************** with the following services included : Round-trip ferry tickets to ***************, Official Alcatraz admission, Immersive audio tour from start to finish and Official Alcatraz Cellhouse audio tour. 
  
  The customer has reached out to ********************** and advised they have found an lower price on another website and provided the relevant documentation. Viator has reviewed the case and reviewed that the lower price found by the customer was for an Alcatraz Day Tour provided by another tour operator, Alcatraz City Cruises. Each tour operator is unique and offer a different service to their customers. ********************** has reviewed that the tour operator Alcatraz City Cruises offered the experience with the following services included : Round-trip ferry tickets to ***************, *************** admission and Official Alcatraz Cellhouse audio tour. However, the tour operator ********************* does not offer the immersive audio tour from start to finish in their experience. This immersive audio tour is provided exclusively by the company Must See when downloading their app and is part of the additional inclusions of the experience booked by the customer on **************************
  
  Viator has reviewed that the lower price found by the customer was referencing another tour with different services included. As such, Viator is unable to apply a price match on this booking.
  
  Kind regards,
  Viator *************

  Customer Answer

  Date: 10/30/2025

  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. 

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

  ******

   

   

• Initial Complaint

  Date:10/16/2025

  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.

  My name is ******* **** and I am writing to formally express my dissatisfaction with a recent package I booked through your company for a group of six people in my family. The booking was for the 4-Day Nile Cruise (Aswan, Luxor, Balloon, With Train Tickets from *****), scheduled for Wednesday, September 24, 2025.When booking, I was informed that it would cost $150.00 per person to upgrade to a sleeper car on the train. However, we were ultimately charged $160.00 per person. When I raised this issue with the tour operator, he assured me he would follow up, but I never received a response.Unfortunately, the train experience itself was extremely disappointing and far below expectations. The sleeper car was in unsanitary and unsafe conditionthe train was filthy, with visible dirt and insects. The bathroom lacked toilet paper and running water, and the toilet emptied directly onto the tracks. The bedding provided was stained with what appeared to be old blood, and the overall condition of the train was *************** make matters worse, on our return trip, the train broke down, leaving us stranded for over four hours without food or assistance. This was an extremely uncomfortable and distressing situation, especially considering the already poor conditions of the ******** addition, your website advertised a free gift with the package, but when we inquired about it, the staff stated they were unaware of any such offer.This entire experience was deeply unpleasant and far from the quality promised. I am requesting appropriate compensation for the difference in upgrade costs and for the unacceptable conditions and delays we endured. I have attached photos and supporting documentation for your ************** Reference Numbers:1278572711 ********** ********** Please confirm receipt of this message and advise on the next steps to resolve this matter.Thank you for your attention to this issue. I look forward to your prompt response.

  Business Response

  Date: 10/23/2025

  Viator reviewed the case. The customer placed a booking for a 4 Days Nile Cruise Aswan,Luxor,Balloon, With Train Tickets from ***** to start on September 24, 2025 under three different booking references for a total price of USD 4547.68.
  
  The customer has reached out to ********************** **************** after the dates of travel to request a compensation on those bookings due to the difference in price in the upgrade, to the sleeper train unsanitary conditions and break down and due to the free gift advertised at the time of booking.
  
  On October 16, the local tour operator processed a partial refund of USD ************************************************************** the upgrade to a sleeper train. On October 17, Viator processed an additional partial refund of 10% as a gesture of goodwill on each booking.
  
  Viator would like to investigate further on the situation and has emailed the customer regarding this matter.
  
  Kind regards,
  Viator *************

  Customer Answer

  Date: 10/23/2025

  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 requesting a full refund of the amount we paid for the upgrade, which was $320 per booking for a total of three bookings. The conditions my family and I were placed in were unsafe and unsanitary. The cabin doors did not lock, and the overall environment was deplorable including blood-stained blankets provided for sleeping. There were also bugs in the room, and the toilet had no running water; it was merely a hole over the train tracks that we were expected to use. This experience was unacceptable and unsanitary, and I believe a full refund is entirely justified.

   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: 11/05/2025

  As previous advised, Viator has investigated further on the situation with the local tour operator. After further evaluation of the customer claims, ********************** has decided to extend a partial refund as per the customer request. 
  
  For booking BR-**********, an additional USD ****** has been refunded to the customer on October 27, totaling a partial refund of USD ****** for this booking as requested by the customer.
  
  For booking *************, an additional USD ***** has been refunded to the customer on November 5, totaling a partial refund of USD ****** for this booking as requested by the customer.
  
  For booking *************, an additional USD ****** has been refunded to the customer on November 5, totaling a partial refund of USD ****** for this booking as requested by the customer.
  
  These partial refunds were calculated by Viator according to the customer initial refund request of 30% of the bookings amount, for the amount paid for the upgrade and for the train conditions reported. The customer has been notified via email of the partial refunds.
  
  Kind regards,
  Viator *************

• Initial Complaint

  Date:10/16/2025

  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.

  I booked a tour of the Vatican with ***. I paid for five people for a semi-private tour of the museum, ************** and ********************. AAA chose Viator for our semi-private, guided tour. After the Viator tour guide took us through the museum, he advised us he could go no further, and we would have to see the ************** and ********************** on our own. We were also told to exit the ******* and go to ********************** from there. Without a guide, we were forced to get in line with everyone else. We were in line for three hours. Once we entred the basilica, we had no idea what we were looking at since we didn't have a guide. We also wanted to see the Pieta and had to stand in line since we had no guide. We stood in line for over an hour in order to get a close up view of the Pieta.

  Business Response

  Date: 10/22/2025

  Viator has reviewed the case. The customer made a booking for ***************, ************** & *************** Basilica Guided Tour by selecting Vatican Semi Private option (up to 10 participants). The listed rate was USD ****** for 5 people for travel date of September 24, 2025.
  
  Based on the customer's refund request, ********************** has followed up with the local tour operator;however, they didn't agree on refund as the tour ran as scheduled. The local tour operator has explained that the guides are not allowed to enter the ************** and conduct tours there since it's a sacred place and no speaking is allowed. As for the Basilica, the clients have the opportunity to skip the line and gain access directly through Vatican Museums.The guide will take the group through the passage, give an introduction inside the Basilica and that's when the tour is finished.
  
  Even though the local tour operator denied refund, Viator has issued 20% partial refund for the amount of USD ****** as a gesture of goodwill.
  
  Kind ************************************************

  Customer Answer

  Date: 10/23/2025

  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. 

  [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,

  Nick

   

   

• Initial Complaint

  Date:10/11/2025

  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.

  I booked a trip on Viator to go to *********** for a 5pm pick up. The experience said 5 hours which means til closing. The day before I got an email or message stating that the last bus pickup is at 2015 and you have to be out there by 2000, 15 min before. I asked them if we could go earlier and they told me no. I asked them fur a refund for our trip back because if we would have left at 2000 we would have only had 1 hr there. The bus picked us up at 1700 we had to switch buses then we arrived at the *********** after 1800, didn't make it into the water until 1847. I'm not sure how they think that leaving at 2000 would be fair after we spent almost $800 to go there. They should publish the bus times on the booking info and not tell you after it's too late to cancel and schedule a different time or through another company who allows a later pick up time. I was told they will not reimburse me the return fare which is all that I am requesting.

  Business Response

  Date: 10/19/2025

  Viator has reviewed the case. Based on the customer's statement, ********************** has followed up with the local tour operator regarding customer's refund request. However, the local tour operator didn't agree on refund. As a gesture of goodwill, Viator has issued 10% partial refund which is USD ***** as of October 19, 2025 and notified customer.
  
  Kind ************************************************

  Customer Answer

  Date: 10/20/2025

  [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:10/10/2025

  Type:Sales and Advertising 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 was running a promotion through *********** that was giving an increased cash back percentage of 12% of the purchase price. I made a booking on May 15, 2025, Confirmation number: **********, Booking reference number: ********** in which I paid: USD $326.32. This purchase was registered by the *********** website and I received confirmation of this and an email from Viator of the purchase. I have purchased many things through *********** so I know how to ensure the purchase is processed properly - I do not use any coupons or other cashback sites as this would nullify the purchase and prevent me from getting the cashback through TopCashBack. After the purchase was processed, it was displayed in the *********** website. However, the claim went from pending to denied almost immediately. I had not done anything differnt from my other purchases which paid out so I filed the claim with *********** and received feedback from them on June 13, 2025 that they were investigating to see if it was a valid purchase through TopCashBack. It was and I thought that once I went on the excursion (it was several months from the purchase date to the time I actually went on the excursion) that is was a glitch and it would pay out as usual. However, this was not the case and after several months, I received notification that it was denied due to the general explanation of "it could have been many things like a coupon being used (which I did not), claimed through another cashback site (which I did not), a problem with cookies ( i clear mine regularly), or something else. So essentially, a properly filed purchase can be denied at the whim of the provider without providing exactly why it was denied. I expected the 12% rebate of $39.16 back from my purchase.

  Business Response

  Date: 10/16/2025

  Viator has reviewed the case. The customer placed a booking on May 13, 2025 for a ****************** & See Over 30 Top London Sights Tour experience for a total of USD 326.32.
  
  Viator has reviewed that the booking was placed on the ************************** website, and that the customer added a promotional code at the time of payment. The promotional code used by the customer was a code offered by a Travel Content Creator and applied a 15% discount on the customer booking.
  
  ********************** does not offer any cashback. As the cashback mentioned by the customer was offered by ***********, any enquiries regarding this cashback must be addressed with them directly.
  
  Viator has emailed the customer with their booking invoice and additional details regarding the promotional code used, so the customer is aware that a discount code has been used on this booking and can address their cashback claim with TopCashBack directly.

  Kind regards,

  Viator Customer Care

  Customer Answer

  Date: 10/18/2025

  [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,
  
  ***** ****

• Initial Complaint

  Date:10/10/2025

  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.

  They company for the tour never showed up, never responded to phone calls or messages through Viator or Instagram. Even viator tried to contact them on our behalf. Then they have the nerve to refuse to give a refund even though we did not receive a service. I would steer clear or this company if possible. We spent 320 usd that they do not want to refund. Ridiculous.

  Business Response

  Date: 10/19/2025

  Viator has reviewed the case and verified a full refund of USD ****** has been processed as of October 10, 2025. Viator already followed up with customer by sending an email notifying about the refund on October 10, 2025. 

  Kind Regards,
  Viator Customer Care

• Initial Complaint

  Date:10/10/2025

  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 booked an excursion for my anniversary. My husband and I were very excited tp share something new together. I made sure to select the meeting location close to our hotel. The booking and ticket said 10a. We arrived at 9:45am and at 10:10a the transportation wasnt there. I called and was informed we were supposed to meet at 925am. I didnt know that or I would have been there at that time. I immediately called both Viator and the transportation. I am so disappointed that it has ruined my anniversary trip. Viator should have emailed us to check for a different meeting time or check the Viator message app. I didnt even know there was a message app.

  Business Response

  Date: 10/19/2025

  Viator has reviewed the case. Based on the customer's statement, ********************** has followed up with the local tour operator regarding customer's refund request. However, the local tour operator didn't agree on refund. Per record, Viator has verified the local tour operator sending 2 direct messages to customer advising the meeting time as ******. In addition, the voucher shows customer must contact the local tour operator directly to confirm details of the transportation prior to the travel date. 
  
  For this reason, Viator is unable to provide a refund. This may not be a favorable resolution for customer; however, all avenues have been thoroughly investigated.
   
  Kind Regards,
  Viator Customer Care
  
  

  Customer Answer

  Date: 10/19/2025

  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. 

  In part there are three parties here responsible.  I did notnknow Viator had a message center.  I did not check it because I was not alerted.  Now I know it is there I will choose to a) continue to use Viator on my world travels and check when it gets closer or B) Not use Viator and continue to post negative reviews so other tourists are forewarned.  That is up to Viator.  

  Sending a "second" message while in a foreign country is down right asinine.   Data is limited.  

  A popular app that foreign companies use is ******** - who does the tour company not use this to send important messages as a backup? Why didn't our confirmation email advise us to use a different messaging app such as Viator? I traveled to ***** and understood what was needed due to standard communication processes.  

  I can take responsibility for not twiddling around in Viator more.  To be honest, it wasnt on my mind to do so because I was never directed to do so.  Ever.  

   

   
  
  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: 10/28/2025

  Thank you for reaching out to us. We certainly appreciate you taking the time to share your feedback, as we are dedicated to making every customer experience as seamless and worry-free as possible.
  We understand your disappointment regarding the confusion surrounding your pickup. To provide clarity on the information provided for your booking, we can confirm the following:
  Direct Message Communication: Two direct messages were sent to you immediately following your booking on August 17, 2025. These messages contained the exact pickup time and precise location for your tour.
  Voucher Details: The prepaid voucher provided to you also clearly included the local tour operator's direct contact number and email address for convenient communication regarding any questions or last-minute concerns.
  While we strive to provide multiple means of communication to eliminate any confusion, we regret that our efforts did not prevent a disappointing experience for you.  Our goal is to ensure that all guests have a fantastic experience from booking to tour completion.
  Thank you again for your valuable feedback.

  
  Sincerely,

  Viator Customer Service 

• Initial Complaint

  Date:10/09/2025

  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.

  On October 1, 2025, my party and I arrived at ************ for our pre-paid and confirmed 9:00 AM UTV tour. We were denied entry because we had not checked in 45 minutes prior to the start time, as required by the ranch's policy.The core of my complaint is not our tardiness, but Viator's failure to adequately communicate this critical 45-minute advance check-in requirement, which results in a total forfeiture of the experience.Misleading Communication: The 9:00 AM start time was prominently displayed in all of Viator's communications. However, the mandatory 45-minute advance check-in rule was buried in the "Terms and Conditions" fine print and was not emphasized. As a customer, I relied on ********************** to provide clear and conspicuous communication of all critical terms.Service Not Delivered: We were ready and willing to take the tour but were turned away. This constitutes a failure of service delivery, not a cancellation by the customer.Lack of Customer Support: Upon being denied entry, the Kualoa Ranch staff directed us to contact Viator for resolution. However, Viator's customer service has been unhelpful. They have repeatedly and incorrectly classified this as a "cancellation" on our part and hidden behind their "all sales are final" policy, refusing to mediate or offer any solution (such as rebooking, a credit, or a partial refund).Desired Resolution:I believe a "non-refundable" policy is intended for voluntary cancellations, not for situations where a customer is penalized due to the company's failure to clearly communicate its terms.I have made multiple attempts to resolve this directly with Viator customer service, but they have failed to provide a reasonable compromise. I am now seeking the BBB's assistance in mediating a fair ************* desired resolution is a full refund of the amount paid, $742.16, as we did not receive the service we paid for due to Viator's failure.Thank you for your time and assistance in this matter.

  Business Response

  Date: 10/17/2025

  Viator reviewed the case. On August 26, 2025, the customer placed a booking for a Kualoa Ranch UTV Raptor Tour for 4 adults to take place on October 1, 2025, for a total of USD 742.16.
  
  The operator Kualoa Ranch accepted the booking request on the same day it was placed, and a booking confirmation including a link to the Viator voucher for additional information was sent to the customer via email. 
  
  The customer must open and present the ********************** voucher to the local tour operator to attend the activity, and must acknowledge the information present on their voucher prior to the travel date, such as the exact location of the meeting point and the check in time. Viator has reviewed that the Viator voucher sent to the customer on August 26 included the following information "Required check in at ************ ************* no less than 45 minutes prior to tour time indicated on voucher. If you miss your required check in ( no less than 45 minutes prior to tour ) there will be no refunds issued.".
  
  Viator has concluded that the information present on the voucher included accurate instructions for the customer to attend the tour and proceed to the check in as instructed. The local tour operator was ready to fulfill this booking, they reserved spaces for the customer for this activity, and these spaces could not be sold again. As such, Viator is unable to offer a refund on this booking. Viator does not offer gift cards or credit to use on the same tour, and the customer who booked on ********************** is subjected to Viator refund policy as agreed at the time of booking.
  
  Regards,
  Viator Customer Care
  
  

• Initial Complaint

  Date:10/06/2025

  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- confirmation # ********** Booking reference # ********** Best of ****************** Tour w/Boat Cruise Thursday, Sept ****** @ 2:00 6 adults We arrived in ****** 2 days before a cruise, so we could see a bit of ******. ***** ****** ***** booked this tour, which sounded a good fit for our group. We literally waited on the sidewalk, ***** made many calls, and finally got the info that the tour people were not coming. Besides that, ***** was told that they knew that morning the tour was not going to happen because they were shorthanded. They never called *****! By then it was too late to find another tour! We are extremely disappointed that occurred. Our day in ****** was ruined because of it. For future adventures, we are very leery of booking with viator. How can you make this right?

  Business Response

  Date: 10/13/2025

  Viator has reviewed the case. The customer placed a booking for a ************************** Driving Tour With Boat Cruise experience for 6 adults to take place on September 4 for a total of USD 1014, operated by the local tour operator See ****************
  
  The booking remained confirmed until the travel date and the customer arrived at the meeting point at the designated time and date as per their statement. The customer attempted to reach out to the local tour operator See Sight Tours USA to no avail. The customer did not reach out to ********************** **************** regarding this matter.
  
  The local tour operator See Sight Tours USA processed a full refund on this booking on September 6 and has not reached out to Viator regarding this matter.
  
  Viator would like to emphasize that last-minute cancellations are not standard practice with the local tour operators. If the booking must be canceled, operators are required to provide adequate notice to the customer and to **********************. ********************** will be addressing the customer's concerns directly with the operator See ******************. In the meantime, a full refund has been processed on the booking and Viator has offered a promotional code of USD 50 to the customer, to use on any future booking placed on **************************. The details of the promotional code have been provided to the customer via email.
  
  Kind regards,
  Viator *************

  Customer Answer

  Date: 10/13/2025

  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. 

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

  *******

   

   

• Initial Complaint

  Date:10/05/2025

  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.

  We planned an hour and a half **************** excursion that was supposed to start at 10:30am including pick up and drop off per the website. We were not picked up until 11:15. We were dropped on the side of a busy highway and told to switch vehicles. We reached the destination at 11:45am. After sitting for 30 minutes, we finally asked when the excursion would be starting, and they said in 30minutes, we asked them how long it would take, and they said 2 and a half hours. We told them no we wanted to go back to our hotel because we didn't have time to wait for them to start, and they asked why we would make other plans when we had this excursion. We asked them why they would not start on time, and they repeatedly tried to get us to ride the horses after we consistently said no. By the time we finally got a shuttle back to the hotel it was almost 1pm. We arrived back at our hotel at 1:12pm. This excursion and the people working it were extremely unprofessional and untimely. Whether we had other plans or not we shouldn't have had to risk our lives on the side of a highway nor wait an hour and a half to 2 hours just to start our excursion. They consistently told us we weren't getting our money back and even bullied us into a video saying we were okay with it. They're explanation didn't make any sense. They claimed that 2nd shift was at 10:30 and they picked up all the customers, then I was told the excursion was set to finish at 1:30 but I'm not understanding how a 2-and-a-half-hour excursion was to finish at 1:30 when it wasn't going to start until 1pm. When I inquired with Viator they told me that I picked the 2nd tour time, but the options online were 10:30am or 2pm and I specifically picked the earlier one. I'm confused as to where the 2nd shift is coming from. Simply dealing with this ruined the first half of our morning. This was a complete scam and waste of time and money. They should not be in business if they cannot match what the website tells its customers.

  Business Response

  Date: 10/13/2025

  Viator has reviewed the case. On August 22, the customer placed a booking for 6 adults for a **************** on the Beaches of ********** experience to take place on September 28 for a total price of USD ******. The customer selected the ******* start time.
  
  The customer reached out to ********************** on the activity date to request a refund as the local tour operator started the activity at 12:15pm and the customers were unable to attend as it did not match with their schedule. The refund request has been forwarded to the tour operator, Gy Excursiones Tours, who denied the request as the customer was informed of the starting time the day before the experience. The outcome of the refund request was forwarded to the customer.
  
  ********************** has proceeded to a further review on the case and has confirmed that the tour description provided by the operator, Gy Excursiones Tours, included inaccurate information regarding the duration of the tour. As such, Viator has processed a full refund of USD ****** on this booking. The customer has been notified via email.
  
  Kind regards,
  Viator *************

  Customer Answer

  Date: 10/13/2025

  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,
  
  ***** ****