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:11/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 11/13/2024

  Viator has reviewed the case. Because the customer has already initiated a chargeback with their financial institution Viator cannot provide assistance with issuing a refund. The customer will need to follow the chargeback process as described by their financial institution. Once a decision has been made after the investigation performed by the customers financial institution they will reach out and advise on the outcome. The customer will have to await the decision from their financial institution.
  
  Kind ************************************************

• Initial Complaint

  Date:11/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 11/13/2024

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

  Customer Answer

  Date: 11/13/2024

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

  It was four days tour and I didn't receive the service for 3/4 of the tour, so the total refund should be JPY23,783, not JPY21,140.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Yayoi

   

   

  Business Response

  Date: 11/18/2024

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

• Initial Complaint

  Date:11/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 11/11/2024

  On 11/3/2024, the customer booked Quebec City Sightseeing Tour for a travel date of 11/4/2024.  The terms and conditions for this tour is listed as, " You can cancel up to 24 hours in advance of the experience for a full refund.  For a full refund, you must cancel at least 24 hours before the experiences start time. If you cancel less than 24 hours before the experiences start time, the amount you paid will not be refunded.  Any changes made less than 24 hours before the experiences start time will not be accepted.  Cut-off times are based on the experiences local time".  The customer contacted the local tour operator prior to the tour to advise that they are running approximately 30 minutes late.  The local tour operator was not able to wait for the customers as this is a group tour.  Due to the terms and conditions of this tour the refund was denied.  Although Viator understands the customer's dissatisfaction of the refund denial, Viator must abide by the terms and conditions listed on the product.  
  
  Warm Regards,
  
  Viator Customer Service 

  Customer Answer

  Date: 11/11/2024

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

• Initial Complaint

  Date:11/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 11/04/2024

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

• Initial Complaint

  Date:10/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 10/30/2024

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

  Customer Answer

  Date: 10/30/2024

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

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

  *****

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

   

  Business Response

  Date: 11/12/2024

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

  Regards, 

  Viator Customer Service 

  Customer Answer

  Date: 11/14/2024

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

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  They got their money it was booked through my travel agent ****** *****. *************************  He rebooted it.. I just want my money. This is the receipt 
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 12/22/2024

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

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

  Customer Answer

  Date: 12/30/2024

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

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

  *****

   

   

• Initial Complaint

  Date:10/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a Northern Lights tour for 2 on October 18 for a tour that starts on October 20 at 6:15pm, it stated that the tour duration is 6hrs. When we got on the bus the tour guide said that there's a possibility that the tour would last all night and might not come back until 3 or 4am. Because we had to catch our cruise boat we couldn't stay out all night, especially not 4am. We hopped off the bus and asked if we could get a refund with their office and the office said since we booked via Viator/Trip Advisor we have to contact them for a refund. I contacted Viator to make a refund request the same evening since we didn't go on the tour, and they rejected the refund request even though the original tour operator said they would try but since it was with Viator it was out of their hands and stated it would have been better if we booked directly so they can process the refund. Now my biggest complaint is that why is it that the tour operator would honor the refund but Viator doesn't when no service was rendered. It seems like a big corporation taking advantage of consumers.

  Business Response

  Date: 11/04/2024

  Viator has reviewed the case and reached out to the local tour operator, The Green Adventure Tours AS. On October 17, 2024, the customer made a booking of the Northern Lights **** with The Green Adventure, using self-service, for October 20, 2024. The cancelation policy of this tour states that a full refund will be provided, as long as cancelation occurs outside of the 24-hour period before the tour start time. This tour advertises an approximate duration of 6 to 9 hours, and provides an explicit warning in the Additional Information section that the tour is not suitable for cruise ship passengers, unless the ship stays overnight in ******. On October 20, 2024, the customer requested a refund to the tour operator, also using self-service, citing that upon boarding the bus, the customer realized they might not be back to the ship on time, so the customer did not do the tour. This request was denied by the tour operator directly to Viator, citing that cancelation was made less than 24 hours before the start of the experience; that the tour duration is stated on the product page as being 6 to 9 hours and, that the Additional Information section warns that the tour is not suitable for cruise ship passengers. Viator then denied the refund as instructed by the tour operator. The tour operator may have advised the customer otherwise, but as the tour operator has rejected the refund request, Viator is unable to provide a refund for this booking.
  Kind Regards,
  Viator Customer Care
  
  

• Initial Complaint

  Date:10/29/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked and purchased a Bikini Bottom Public Party Dance Cruise for 2 people. The boat used for party cruise was not the same boat that was advertised. The boat used was a pontoon boat used solely for fishing. Details provided for party boat indicated you could bring your own beverages, however that was incorrect and you were not allowed to bring your own beverages. This is false advertisement. Also, you were not allowed to wear shoes on the boat, which was not advertised. I travelled with several other people and they were provided a refund after requesting, however, I wasnt. I was denied a refund and therefore writing for assistance with getting my refund of $110. I am including a picture of advertised boat and an example picture of pontoon boat that was used excursion.

  Business Response

  Date: 10/29/2024

  Viator has reviewed the case. The customer purchased a Bikini Bottom Public Party Dance Cruise + LIVE DJ through Viator with a travel date of 10/5/2024. We have opened an investigation to find out what happened during the customers cruise and we have reached out to the cruise operator ***************** regarding the customers complaint. We will notify the guest directly once we receive the cruise operators response.  
  
  Kind Regards,
  Viator Customer Care
  
  

  Customer Answer

  Date: 11/04/2024

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

• Initial Complaint

  Date:10/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 5, 2024 I reserved a boat tour from ******** to ****** and ******** for 13 adults, 1 child and 1 infant for Wednesday, September 11, 2024.On September 9, I was charged $1316.19. I went in and amended the ticket to remove 7 adults from the reservation. Once I logged in, I was prompted to add the names and ages of the passengers, and I was able to remove passengers that were not going on the trip. As I moved down the roster and hit "Remove" next to Passenger 9, 10, 11, 12, 13, 14, 15 - the total amount due was shown on the right-hand side of my screen, and it was going down with each ********** ticket then said "Amended" on it. I never received the refund for the pre-paid tickets and filed a claim with Viator. I included the screenshot of the Amended ticket, to which they said that it was not canceled. I asked for information as to what had been "amended" on my ticket then - and they have not responded to my request nor have the refunded the money for the tickets that were not used.

  Business Response

  Date: 10/29/2024

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

  Customer Answer

  Date: 10/29/2024

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

  [This has been sitting with the chargeback team for over a month. They emailed me and said I had no legal claim - I have attached the correspondence above. I am still awaiting a response.]
  
  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: 11/08/2024

  The customer has filed a chargeback.  Once a chargeback is filed the customer's bank will communicate the outcome of the chargeback.  According to the customer's bank a chargeback can take up to 90 days to resolve.  The customer is advised of these details. 
  
  Warm Regards,
  
  Viator Customer Service 

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint against Viator is twofold: I paid for a service they did not provide, and they are now not willing to work on the resolution of the issue. More details and select email exchange in the attached pdf.Viator charged me $608 for a transfer service in ******, but sent a car that was too small for our group of four. Their hired contractor (whose car was coming to pick us up) told me that he would not be able to take all of us and our luggage, and strongly advised to seek alternative transportation. Luckily, we were able to find new transportation in that remote area, but couldn't wait, due to our new bus's schedule, for the original car to show up. The contractor assured us it wouldn't be a problem, things would straighten out easily with Viator since this was not our fault.I contacted Viator on the same evening providing the names and phone numbers of the subcontracted driver (who could not transfer us) as well as the driver who then was able to transfer us. Over the last six weeks Viator has not once reached out to these witnesses to check the validity of my statements. Instead, they have labeled me a "no-show" (for the car that was too small to take us), and claim I am thus in breech of contract. After repeated attempts to contact Viator, they issued a partial refund of $64, but never explained what that refund was for. My emails and phone calls asking for clarification and correction are completely ignored. I thus contacted my bank to stop the payment, and am now threatened with penalty fees, collection agencies and damage to my credit score by Viator's "Trust and ******************* which still ignores my emails and cannot be reached directly in any way.I would ask for your help in getting my remaining $544 refunded, and hopefully explain to Viator that their customer care and conflict resolution services - as demonstrated in my case - need improvement.

  Business Response

  Date: 10/29/2024

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

  Customer Answer

  Date: 10/29/2024

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

  The business's answer does not address any of my concerns. I do not even understand what they talk about. Seems my original complaint - that it is impossible for a customer to reach anybody in the business - is only confirmed by this response. Will have to check with my bank because obviously the business is unable or unwilling to communicate with customers directly, and in a way that's easy to understand. I still hope for a good resolution of this issue - and if this message should be hidden in the cryptic response of Viator's ************** then: Thank you.

   

  [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: 11/08/2024

  
  The customer booked a Private Transfer Whittier Cruise Port to ***************** ANC on 8/23/2024 for a travel date of 9/11/2024.  After booking the customer advised that they would have 7-8 pieces of luggage and asked if this could be accommodated.  Viator **************** sent these details to the local transfer company which in return advised  the customer would have to upgrade to a van than will accommodate all passengers and luggage.  We sent these details to the customer on August 23, 2024.  The customer did not reply on whether they would like the upgrade.  On the date of travel the customer was marked as a "no show" by the local transfer company.  The customer contacted ********************** **************** to request a refund stating the local transfer company did not show for the transfer.  The local transfer company also contacted Viator **************** to advise that the customer was a "no show"  as they transfer company spoke to the customer and the customer decided to go with another vendor.  The customer initiated a chargeback for this booking.  Once a chargeback has been filed, Viator **************** is no longer at liberty to assist in the refund request.  The customer's bank and the ********************** Chargeback Team began an investigation on the details of the refund request. After the chargeback has been initiated it is up to the customer's bank to communicate the refund request outcome to the customer and the bank also determines the outcome of the refund request.  After the investigation was completed the customer's bank ruled in the favor of **********************.  Although we understand the customer's dissatisfaction on the outcome of their chargeback claim, Viator is not able to issue a refund.  
  
  
  Warm Regards,
  
  Viator **************** 
  

  
  

  
  

  
  

  
  

  
  

• Initial Complaint

  Date:10/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Viator Confirmation **********. Party of 4 We did the Tour in ***** of ******** on 10/15/24. Please note this is the most popular tourist destination in ***** and once in a life time trio for many including me. This palace has 400 years of Moorish History and Architecture. The Visuals and depictions are just that unless there is Guide to tell the story behind it and then it all comes alive. Our Guide was "*******". Supposedly English Speaking but we could not understand a word of what she said in English. Her Diction was terrible and there was no clarity. She seem to be going through the motions and seemed uninterested. We were 4 in the party and got totally tuned out with in minutes as we could not understand anything. We just saw the Visuals which we could have done ourselves by buying the Tickets on our own and walking around. It was a wasted experience with her. We lost once in a life time opportunity to appreciate the otherwise magnificent piece of Architecture. This is what happens when the company hires the wrong person and not a qualified English Guide. This is not acceptable. Please refund the money.Thx

  Business Response

  Date: 10/26/2024

  Viator has reviewed the case. The customer booked a Granada Day Trip with ******** and Albaicin Guided Tour through Viator with a travel date of 10/15/2024. We have contacted the tour operator ************************************* and they have advised that their guide speaks excellent English and the guide was not flagged or notified that they were not able to understand. The tour operator *********** also advised the group in which these clients went were in two languages for operational reasons, this is indicated on the voucher. Tour leader on the bus (English and Spanish). Unfortunately we are unable to offer any refund for this reservation.
  
  Kind Regards,
  Viator Customer Care
  
  

  Customer Answer

  Date: 10/27/2024

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

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  The fact that local provider Guide spoke Excellent English is completely false & untrue . You are mistaking with wrong guide it seems. As you mentioned the group was separated into two for logistical reasons. We went with group that was managed by guide "*******". She was acting as a dual guide, speaking in Spanish & then English throughout. Her English was terrible and so was her diction and we did not understand anything. How can one tell her on the face that she was no good with her English and what could she have done in the middle of the tour? It is up to the provider to find competent guides. If she is continuing  to do English Guide duty then the company & her are doing a disservice to the English speaking tourists.

  Please also note that I bought the product & services from Viator and my contract is with Viator. Who and how Viator chooses as a local provider is up-to them and I have no control over that. I expect Viator to make this good by refunding the costs associated. As an example if I hired a **************** *** to *** a lealk in the house and they contracted to a third party and the leak was not fixed then I will talk to *** to recuperate and find the solution and as they are responsible and contractually obligated to provide satisfactory services. In this cases the product or service provided by Viator was sub-par and it needs to be made good.

  Thanks.
  
  FAQ
  
  Regards,

  Tarun

   

   

  Business Response

  Date: 10/29/2024

  Viator has reviewed the case. The customer booked a Granada Day Trip with ******** and Albaicin Guided Tour through Viator with a travel date of 10/15/2024. We have contacted the tour operator ************************************* and they have advised that their guide spoke English during the customers tour. Based on this information ********************** has decided to refund the customer partially 10% due to the inconvenience.
  
  Kind Regards,
  Viator Customer Care
  
  

  Customer Answer

  Date: 10/30/2024

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

  Please note that we lost a life-time opportunity to enjoy & appreciate the most visited destination in ***** for no fault of ours. The 10% refund offered is really pittance as compared to a full refund requested.

  However, I do understand that the local provider is not offering the refund. In order to close out this case and not drag it out any further I will accept a 35% refund which is 1/3rd amount and fair and justifiable.

   

  Thx
  
  FAQ
  
  Regards,

  Tarun