Business Profile

Tour Operators

Viator, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Viator, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

493 total complaints in the last 3 years.
175 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:09/08/2025
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:08/23/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I liked not reserved a few excursions for a upcoming birthday trip. I found other excursions for less price to purchase. Since I did not reserve these excursions I had no need to go back to modify. Tripadvisor has been charging my card for the excursions that I liked NOT RESERVED!. I was charge for $244.80 on my ****** account and I cancelled it but they never gave me back my money. How is it that they can charge you for liking a excursion and not reserving it? They did it twice! The first charge when I cancelled it they did not reversed the charges and I'm still fighting to get my money. *********** is a scam!! Don't like anything because they will charge your card without your consent !!!! I tried to delete my ****** information from my account but I will not pop up under payments. It only ask to enter another payment method. WHY IS *********** NOT ALLOWING ITS CUSTOMERS EVEN FIND THE PAYMENT INFORMATION SO THAT IT CAN BE DELETED WHEN THEY CONTINUE TO SUBMIT UNAUTHORIZED CHARGES! THAT IN ITSELF IS SHADY! Note: AND THEY TOOK IT STRAIGHT FROM MY BANK ACCOUNT NOT MY CREDIT CARD WHICH MAKES IT EVEN HARD TO GET BACK. IF IT WAS MY CREDIT CARD IT A LOT EASIER!
Business Response
Date: 08/29/2025
After reviewing the customer's complaint, together with the emails sent to Viator ************** ********************** has requested more details regarding the customer's claim, since no bookings were found under their email address ***********************************.
It is important to note that the customer's complaint does not comply with purchase process in **************************. In order to place a reservation in the website, each customer needs to go through multiple pages to ensure and confirm their purchase, confirming their payment methods manually. This is unable to be processed without the customer's consent.
Additionally, ********************** has requested more details of their inquiry via email on the 23rd August, such as their Booking Reference Number, title of the tour, date of their charge, or any other relevant information. Viator has not received any response until this date.
Should the customer need any further assistance from ********************** ************** they may contact the Compliance Line, which is available 24/7 at:
***************
***************
Viator will he happy to assist the customer with this unrecognized charge, following the appropriate procedure to investigate this matter.
Kind Regards,
Viator Customer Service

Customer Answer
Date: 09/09/2025
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:08/23/2025
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.
I am writing to formally file a complaint regarding serious issues with a vehicle purchase from *************** of Nova, located in ***********,***On March 31, 2025, I purchased a 2022 ***** IS 350 from this dealership. Within two weeks of purchase, the vehicle stopped functioning. I immediately contacted the dealership and was instructed to tow the vehicle back to them. Upon inspection, I was told that the catalytic converter needed replacement.Despite having purchased a warranty at the time of sale, the owner of the dealership refused to honor the warranty or provide any assistance. Shortly thereafter, the dealership permanently closed, leaving me with a non-operational vehicle and no recourse through the selling ********* addition, *************** of **** has failed to transmit the electronic title to the **************************** or to my finance company, ***************. As a result, I have been unable to register the vehicle for over five *********** of America has confirmed they are not showing as lienholders on the title but continue to require that I make monthly loan payments. They further advised me that if the vehicle is not registered within the next two months, I will be obligated to pay off the loan in full. This situation has placed me in severe financial hardship, as I am being forced to pay for a vehicle that is not legally drivable and was sold under questionable practices.I respectfully request that the BBB:1.Investigate **** ****** of Nova for failure to process title and registration ****************** the dealerships refusal to honor the purchased warranty.3.Provide guidance and assistance on how I can resolve the registration/title issue so I may legally operate or otherwise address the financing obligation with ****************This matter has caused significant financial loss and stress, and I urgently seek the Boards intervention. Please let me know if you require any documentation.
Business Response
Date: 08/29/2025
Viator is a Tour Broker; we do offer tours from a variety of different Local Tour Operators. Viator is not a car dealership.
Kind Regards,
Viator Customer Care
Initial Complaint
Date:08/22/2025
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 premium private guided tour to Giverny through Viator. The listing promised a personal guide, premium vehicle, and seamless, intimate experience. What we received did not match the description, and Viator has refused a fair resolution.Pickup Time Changed: My booking confirmation showed 9:00 AM, but the operator changed it last-minute to 10:00 AM. This shortened our time and disrupted plans.Vehicle Quality: We paid for a premium private tour, yet the ******* 5008 provided was cramped, not clean, and far below expectations for the *********** vs. Driver: The operator provided a driver, not a qualified guide. He admitted he hadnt visited recently, got lost multiple times parking (~25 min wasted), and directed us to the wrong ticket line (~20 min wasted). Nearly 2 hours of a 45 hour tour were lost. His commentary was also inaccurate compared to signage.Real-Time Complaint: I documented my frustration during the tour via Viators app, stating I would be requesting a refund. This shows my concerns were immediate and valid.Despite this, Viator denied my partial refund request, citing the operators claim that the service was fully carried out. Their statement is misleading: the pickup was confirmed for 9:00, the car was not premium, commentary does not equal a certified guide, and politeness at drop-off is not satisfaction.I am not requesting a full refund; we did reach Giverny. However, the premium services advertised were not delivered, and at least 50% of the experience was compromised. I respectfully request the BBBs assistance in securing a 50% refund and urge Viator to be held accountable for misleading advertising and dismissive complaint handling.
Business Response
Date: 08/29/2025
Viator has reviewed the customer booking. After contacting the Local Operator for the tour, Viator provided a 10% partial refund to the customer on August 23rd, 2025.
Kind Regards,
Viator Customer Care
Initial Complaint
Date:08/19/2025
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.
Re: Sunset Cruise on July 3, 2025 Viator declined our request for a refund on a sunset cruise despite the water conditions being unsafe. That afternoon we sat outside at our beachside resort, which was located approximately 3 miles from the departure point. That afternoon the winds were high and there was an overcast. Our cabana staff began to secure chairs and towels on the pool deck as the winds were picking up and it was clear a storm was brewing. Our children attempted to rent paddle boats from our resort rentals, and they were declined rentals as they were told no water activities were permitted with the high winds and large waves causing unsafe water conditions. Knowing we had a sunset cruise that evening we contacted our local tour operator assuming they would cancel due to unsafe water conditions. They said they would not cancel despite the unsafe conditions, And despite our "red flag" warning at our resort just a few miles away. Knowing our daughter does not do well with big waves on the water and too much motion we asked the local operator to cancel for the safety of all passengers. They did not. So, we were unable to go as the water safety on that day was not conducive to safe sailing. First, I am not a meteorologist, and I did not know 24 hours in advance that the storm that was out to sea was making its way to land on the day of our cruise. Obviously had I known the storm would take a turn towards us in advance, I would have canceled further in advance. Second, Viator claims I should have called them. Why would I call a company in ** to express a concern about an unsafe cruise to take place in ******* when the local operator was the one who was there to see the cruising conditions and should have made the call to cancel? It is not our fault that the tour operator chose to sail the water despite the red flags. We felt it was unsafe to go out. Viator should not represent vendors who put their passengers at risk. We again request a refund.
Business Response
Date: 08/26/2025
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 ****************
Customer Answer
Date: 08/26/2025
Better Business Bureau:
This is a case of no one taking action as both Viator and the credit card company are pointing fingers at each other. Viator, my credit card company told us you all told them we did not adhere to your cancelation policy so the dispute is not valid. I have put in a detailed letter why we did not follow your policy exactly. Viator needs to review my detailed letter and reopen the case and communicate with the credit card company that this is a very viable exception! Please have your people again reach out to my credit card company as I will not drop this case! I am adamant we should not have been out on the water given the unsafe conditions and the local vendor should have canceled!

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,
********

Business Response
Date: 08/29/2025
Following a thorough review of your case by Viator, and as previously advised, this reservation's records indicate that a chargeback has been submitted for this transaction.

Once a chargeback procedure is initiated, the customer needs to reach out to the bank or credit card provider, as Viator ************* is unfortunately unable to assist with any further requests from this point.

Kind Regards,
Viator ****************
Initial Complaint
Date:08/18/2025
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.
I booked a viator tour through *********** (their parent company). I received a confirmation for the tour I booked. The tour listed 4 places on the itinerary: *************, *************** (flower farm), *********, and **************. The day of the tour we checked in and hopped on the bus. The rest of the people on the tour were Chinese. The bus left the station, and the tour guide went over the itinerary, in Chinese, with the Chinese tourists first. It took her around 30 minutes. Afterwards, she came back to talk to us. She went through the itinerary and said we were going to a waterfall and rest stop/shopping center, instead of the ***************************. The flower farm was the only reason I booked the tour, and I brought up my booking to show her it was confirmed on my itinerary. She works for ************** and said they only book bus drivers and guides and told me I needed to call viator. So, I made an out of country call to viator. The customer service **** at first, told me that the flower farm is seasonal and that I made a mistake and that it goes to the flower farm December through March. I told her it would be ridiculous to tour a flower farm in snow and that the website clearly states the tour goes to a ********** tree between December and March. Then she said she would start a refund request. I was still stuck on the tour for the remainder of the day because I had no transportation back to the city the tour started. After returning home from my trip I received an email rejecting my refund request, stating the tour operated as scheduled, even though it didn't. Since there are 4 companies involved (Tripadvisor/Viator/Gogoday/and *************) I'm thinking there was some type of miscommunication between them about the itinerary. I took 4 total Viator trips, purchased through Tripadvisor on this vacation. Three of the four trips did not follow the itineraries. It is a bait and switch; they sell you one tour and take you on another.
Business Response
Date: 08/24/2025
Viator has investigated all materials and pertinent information including (but not limited to) the product details on the tour page, the customer's ticket, and any communications regarding this booking. Viator has verified that the description on Tripadvisor does state that Shikisai no Oka is a seasonal visit, from December to May. It also mentions a "visit to the *** & **** Tree from the vehicle. Then visit ***************** (approx. 40 minutes). When the winter is covered with snow, this time the four seasons color hill becomes a snow paradise, there are snowmobiles, sledding and other entertainment."
Considering this information was informed prior the purchase of the experience, based on all available information, we regret to inform you that Viator is unable to issue a refund for this booking.
Viator understands that this may not be a favorable resolution; however, all avenues have been thoroughly reviewed, and Viator is unable to revisit this final decision.

Kind Regards,
Viator Customer Service
Customer Answer
Date: 08/24/2025
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 have attached my confirmation email screenshots that confirm Shikisai No Oka as a stop. The seasonal exception listed on the website is from December to May. I traveled in August, so I DID NOT travel in the seasonal exception period. Their website falsely lists where the tour is going, and I was misled in this purchase. I only wanted to go to Shikisai No Oka and would not have booked this tour if I knew it wasn't going there. Their website still lists this stop as part of the itinerary. They either made a mistake on their website listing, or the tour did not operate as scheduled. This mistake is not on me. The site lists Shikisai No Oka, my confirmation confirms Shikisai No Oka, and we DID NOT go there.]

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: 08/29/2025
Viator would like to thank the customer for their response regarding the outcome of their recent refund request. In light of their continued concern, we have done a final review.

As part of this review, all materials and pertinent information were investigated, including (but not limited to) the product details on the tour page, the ticket, and any communications regarding this booking. Based on all available information, Viator regrets to inform that we are unable to issue a refund for this booking. No misinformation was provided, since the limited seasonal period was informed prior the purchase of the experience. The customer could have also clarified this with Viator or with the Tour Operator prior the experience, should they had any questions.

Viator understands that this may not be a favorable resolution; however, all avenues have been thoroughly investigated. As such, Viator is unable to revisit this final decision.
Customer Answer
Date: 09/02/2025
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.
The itinerary lists Shikisai no Oka, and the tour did not go there. I traveled in ******. The website says the tour goes somewhere else between December and May. ****** is not in the seasonal time period listed on the tripadvisor site where the tour was purchased.

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:08/16/2025
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 line I made a reservation for an excursion in ****** through **************************. They only said they needed 24 hr notice to cancel. I booked the excursion on June 25th and found going through the ship excursions I could get a ride to the airport after the excursion I cancelled it on June 28th. Also they needed a pickup location at a hotel and I had no idea where the hotels were from and he ship. They said it was an automated system that cancelled my reservation and was not offering a refund. When I received the ticket from them via email I called them and told them it had been cancelled June 28th but they said it was less than 24 hrs before the event. The excursion was for August 9th. This is a total fraud. Do not book anything from **************************.
Business Response
Date: 08/21/2025
Viator has reviewed the case. On June 18 2025, the customer purchased a ticket for the ************ USS Arizona Memorial experience to take place on August 9, 2025. The total amount of the booking was USD 85.00.

Viator as reviewed that no communication or cancellation request from the customer was received until August 11, which was after the planned travel date. Viator has requested a refund to the tour operator on behalf of the customer and the tour operator approved a partial refund USD ***** - which corresponds to 25% of the booking amount - as a gesture of goodwill. The customer has been notified of the partial refund on this booking.

The customer provided a screenshot dated June 28 of the Viator app where the customer navigated on their ********************** account and to the page to manage this booking. Viator has reviewed that the screenshot provided proves that the customer opened the page to check the cancellation policy of the booking, however the screenshot provided does not prove that the customer has initiated a cancellation of their booking on this date. The screenshot provided corresponds to the booking management page before any cancellation is processed and, for a cancellation to be processed successfully, the customer must click on the button "Cancel my booking" when being prompted "Are you sure you want to cancel?". Viator has requested further documentation from the customer and the customer was unable to provide proof that they proceeded to this last step.

As the tour operator was ready to fulfill this booking and reserved a space for the customer, ********************** is unable to offer a refund on this booking.

King regards,
Viator *************
Initial Complaint
Date:08/16/2025
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.
We had called to cancel the appointment because we got sick 24 hours before the tour. Due to the time difference we missed the window they claim they have - 24 hours. The reality is that in their advertisement there is no note about their 24 hour restriction. Not until after you buy which I find deceiving. See picture uploaded.
Business Response
Date: 08/24/2025
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 ****************
Customer Answer
Date: 08/24/2025
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 find their response as deceiving as their practices they know the bank gave them the chargeback because they sent the fine print where they claim there is a *************************************************************************************************** the prior complaint
[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: 08/29/2025
Following a thorough review of your case by Viator, and as previously advised, this reservation's records indicate that a chargeback has been submitted for this transaction.

Once a chargeback procedure is initiated, the customer needs to reach out to the bank or credit card provider, as Viator ************* is unfortunately unable to assist with any further requests from this point.

Kind Regards,
Viator ****************
Customer Answer
Date: 09/02/2025
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.

The business did not approve my chargeback. Their upfront advertisement does not include any fine print or notes the 24 hours clause. When I selected to pay later there was no fine print presented. They are purposely not being transperant with their practices.

I reject their claim that this was addressed via a chargeback. They are misleading even in their response to BBB. I feel like they are giving the boiler plate lawyer template and they will continue their deceiving advertising regardless.
Initial Complaint
Date:08/11/2025
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 sending this email because I was unable to submit my complaint through your online form due to a postal code error. ********************************************************************* On April 15, 2025, I booked a "*********************, *******, *******, *********************************" tour (Booking Reference: **********, Confirmation: **********) for July 16, 2025, through Viator. I am an international traveler from *****. On July 15, 2025, just one day before the scheduled tour, I received an email from Viator (sent at 11:03 AM) stating that my booking was cancelled by the tour operator. While Viator has refunded the tour fee of JPY ******, this last-minute cancellation caused significant financial and emotional distress as it disrupted my entire travel plan to ******. My direct travel expenses, incurred with the expectation of participating in this confirmed tour, include: ***** - ******* Flight + Hotel (departing July 15, 2025): JPY ******* ******* (***) - ********* (YVR) Flight (July 17, 2025): JPY ****** I have repeatedly contacted Viator to seek compensation for these substantial losses. However, Viator has consistently provided only template responses, stating they are merely a "marketplace" and that their liability is limited to the tour fee refund. They have even offered an insulting 15% promotional code for future bookings, which I find completely unacceptable. They also instructed me to contact the tour operator directly, but failed to provide any contact information for them. Viator's refusal to take responsibility for a confirmed booking that was cancelled with less than 24 hours' notice, causing significant damages to an international traveler, is a severe breach of trust and a failure of their fundamental duty as a booking platform. Their continuous use of automated responses and evasion of responsibility is unacceptable.
Business Response
Date: 08/18/2025
Viator has reviewed the case. On April 14, 2025, the customer purchased a ticket for a *********************, Moraine, *******, Peyto &************************* experience to take place on July 16, 2025. The cancellation policy stated on Viator for this tour indicated that this experience requires a minimum number of travelers. If its canceled because the minimum isnt met, the customer will be offered a different date/experience or a full refund.

Viator has reviewed that the tour operator of this booking, Banff ToDo, reached out to the customer via the ********************** messaging platform on July 11, 5 days prior to the travel date, to advise that the minimum number of travelers on this tour on the booked travel date was not reached yet and the operator may not be able to confirm the tour. The operator offered the customer to switch to a similar tour to ensure their experience could be confirmed. Viator has reviewed the customer did not reply to the tour operator message. On July 15, as the operator did not receive a response from the customer on the suggested alternative, the operator processed a cancellation of the booking and the customer was refunded in full.

As Viator has reviewed that the cancellation from the tour operator was a result of the minimum number of passengers not met for this day and that the operator provided the customer with an alternative with enough notice, Viator has concluded the cancellation was not due to any wrongdoing of the operator and have closed the investigation with the operator.

A full refund of JPY ***** has already been processed on this booking on July 15 and Viator no longer hold any of the customer's funds. ********************** is unable to offer any additional compensation for this booking. Viator acts solely as a booking platform for third-party suppliers and is not responsible for covering additional costs such as accommodation or transport. These expenses are considered outside the scope of what Viator can reimburse under Viator's Terms and Conditions.

If the customer wish to pursue additional compensation beyond the refund already issued for this booking, then the customer will need to contact the operator of the tour directly via the tour operator contact number provided in a previous email.

Kind regards,
Viator *************
Customer Answer
Date: 08/18/2025
Better Business Bureau: ??????????????????????????? ******** ??????????????????????????????????????????????????????????????????????????????????????
[????????????????????????????????????????????????????????????????]

Revised Response to Viator's statement regarding Complaint #********

I am writing to respond to the statement from Viator, Inc. on August 18, 2025.
Viator claims that the tour operator, Banff ToDo, contacted me via the Viator messaging platform on July 11, 2025, to offer an alternative tour.
This claim is incorrect. I have checked my email, including the spam folder, and the Viator messaging platform thoroughly, and I have never received any such message.
Viator's statement that I "did not reply to the tour operator message" is based on an email I never received.
Therefore, the cancellation of my booking on July 15 was processed without my knowledge or consent, and I was not given the opportunity to accept the alternative tour or confirm the cancellation.
Furthermore, I have contacted Viator's customer service multiple times about this issue. Despite my repeated inquiries, they never once mentioned the alleged message from July 11. This lack of transparency and communication is deeply dishonest and irresponsible.
To substantiate their claim, I request that Viator provide verifiable proof, such as a screenshot of the alleged message sent to me on July 11, 2025.
I believe Viator's actions, including the failure to inform me of the supposed message and the subsequent unilateral cancellation, are a clear demonstration
of their irresponsibility as a booking platform. I request that Viator reconsider its decision and offer additional compensation for the unexpected
cancellation and the significant inconvenience it has caused.
Thank you for your attention to this matter.
From ****** ********
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Business Response
Date: 08/26/2025
Viator is attaching, as per the customer's request, the message sent by the Tour Operator on the July 11th, in an attempt to accommodate the customer in an alternative experience.

The customer has only replied on the 27th August, which proves that they had access to the platform.
Regarding the additional compensation request, by way of reminder, Viator, Inc. provided the customer with an online platform through which they were able to make a booking directly with the operator. This was made clear to you during the booking journey, and is repeatedly stated in the Customer Terms of Use.

Here is a copy of the Terms of Use for your reference: ***********************************************************************. It may be worth it reviewing the following provisions in particular, as well as the very first paragraph, which reiterates that "we [Viator] are not a travel or tour agency, and we do not provide such experiences ourselves. When you make a booking, you will be purchasing a tour, ticket or other service directly from the third-party supplier":

Section 1.1, 1.3 and 1.4 (Introduction): this sets out an introduction to Viators business, and the roles that Viator, Inc. and the operator play in any booking.

Section 10 (Products and Booking Reservations), which goes into more detail about Viators role as the provider of a platform through which you contract with an operator, and explicitly states that "Viator will have no liability with respect to the acts, omissions, errors, representations, warranties, breaches or negligence of any Supplier or for any personal injuries, death, property damage, or other damages or expenses resulting from your interactions with any Supplier."

Section 18 (Our Liability), which explains in detail the extent of Viators liability in relation to any booking.

As we have previously informed to the customer, if they wish to pursue additional compensation beyond the refund already issued to them, they will need to contact the operator of the tour directly.
Warm Regards,
Viator Customer Service

Customer Answer
Date: 08/28/2025
Better Business Bureau: ??????????????????????????? ******** ??????????????????????????????????????????????????????????????????????????????????????
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Response to Viator's statement regarding Complaint #********

I am writing in response to the statement from Viator, Inc. dated August 28, 2025.
Viator claims to have "attached the message that the tour operator sent on July 11." However, there was no attachment in the message I received from the BBB. Therefore, I was unable to verify the existence or content of the alleged message from July 11.
Viators statement that "the customers reply on August 27 proves that they had access to the platform" is a deliberate misrepresentation. My response on August 27 was a separate complaint regarding a tour that did not take place. It has absolutely no connection to the alleged message from July 11. Viator is intentionally changing the subject and fabricating a connection to avoid responsibility.
This is a clear pattern of dishonest and irresponsible behavior. First, their customer service representatives failed to inform me of the alleged message. Now, in an attempt to absolve themselves of blame, Viator is making false claims and shifting the narrative.
My core issue remains unresolved: Viator failed to ensure effective communication on its platform, which led to a cancellation without my consent or knowledge. It is Viator's responsibility to handle such issues with transparency and integrity, neither of which has been demonstrated in this case.
I request that Viator address the actual problem: their failure to communicate and their subsequent deceptive behavior, and provide additional compensation for the significant inconvenience and distress this has caused.
Thank you for your continued assistance.
From ****** ********
Initial Complaint
Date:08/11/2025
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.
June 5th - Bike tour for two for which we paid $158.64 We were on business travel in ********* and had wanted to do a bike tour. It started raining, a lot of rain and since it was outside of the cancelation window we called to see if they would refund. Viator called Mikes who agreed to it and Viator told us they would refund so we did not go. A few hours later they emailed to say they would not refund us. I called serval times to discuss the difference between what we were told on the phone and over email. They have told us that the matter would be reviewed, listen to records and get back to us. Weeks continue to slip away and every time to call they tell me the same thing. I can not get in contact with anyone who will do anything about this. Its starting to feel like they just keep pushing us off in hopes that enough time passes and we give us. Feels wrong
Business Response
Date: 08/14/2025
Viator has reviewed the case. The customer purchased two tickets for a Countryside Bike Tour from *********: a Windmill and Dutch Cheese experience to operate on June 5. A few hours prior to the starting time of the tour, the customer contacted ********************** **************** via phone to request a cancellation and refund of the booking due to poor weather conditions.

The customer has reported that the **************** agent confirmed a refund would be processed on this booking when the customer requested the cancellation over the phone. As such, Viator **************** Team has pulled up the call with the agent to determine the outcome of the phone conversation. Viator has reviewed the call and determined that the agent set expectations that the refund would not be guaranteed on this booking, and only advised that the refund would be requested to the tour operator ****** Tours ********* for approval. Viator has provided additional details related to this phone call to the customer via email.

As ********************** has reviewed that the **************** Agent did not misinform the customer and as the tour operator was ready to fulfill this confirmed booking, Viator is unable to offer a refund on this booking.

Regards,
Viator Customer Care

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