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: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 ****** ********

  ???????????????????????????????????????????BBB?????????????????????????????????????????????
  
  ????
  
  ??

  ???

   

   

  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: ??????????????????????????? ******** ?????????????????????????????????????????????????????????????????????????????????????? 

  [????????????????????????????????????????????????????????????????]
  
  ???????????????????????????????????????????BBB?????????????????????????????????????????????
  
  ????
  
  ??

  ???

  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
  
  

• Initial Complaint

  Date:08/06/2025

  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.

  The booking was promoting 2 tickets for 48 dollars total to be picked up at a pick up location without lunch. If I wanted to add lunch in the itinerary later I needed to pay *****. I chose to get a hotel pickup and food included for a total of 78 dollars: I saw my hotel was on the list for hotel pick **** However, I received a message saying my hotel is not accessible and to meet up at a pick up location. Keep in mind the hotel is a 4 minute walk and is accessible. My boyfriend and I were the only ones at that pick up location.They drop us off there too. Before I went I told them I wanted to pay for the taxes in person since they said their taxes were $*****. I told them I wanted to pay in pesos because according to the government website the taxes arent supposed to be that much. When I checked my ticket it shows the taxes for the two people were supposed to be about 60 dollars not *****. I was stilled pressured to overpay before taking the bus.

  Business Response

  Date: 08/08/2025

  Thank you for contacting Viator. 

  Please be advised Viator has done a full review of this request. On August 07, 2025 Viator sent a refund request to the local service provider based on the information provided to Viator from the customer. On August 08, 2025 the local operator did confirm that hotel pickup was not provided at the customers hotel. Due to this confirmation ********************** has refunded the booking in full and has sent an email notifying the customer of the full refund. Please note the total paid to Viator for the booking is USD 78 and as such this amount was returned to the customer. ********************** is not able to refund any additional funds as Viator did not collect any additional funds from the customer. The customer would have to reach out to the local service provider directly to request any additional refund over the amount paid to Viator. 

  Kindest Regards
  Viator Customer Support 

• Initial Complaint

  Date:08/04/2025

  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.

  tour Inquiry - BR-********** - Cancun Half-Day Speedboat and Snorkel with 30 minutes jet ski, reservation was made on July 23 using Vitar is the booking agent jungle adventure tour never received our reservation so when we arrived on July 30 12 PM the Adventures had already been all sold out and they had no room for us. We have been issued a Full refund for the price we paid for the tours but because I have paid $215 for transportation to get dropped off at their location and the bus back is three hours away from picking us up because our tour was supposed to be three hours. I had to find something for us todo so I rented for jet skis for a cost $428 for 1 hour, which is the cost of four jet skis and one person had to sit out because they didnt have enough jet skis. Again,the Negligence of this company, caused family a three hour inconvenience and me having to adjust Our vacation. Vacation package has been fully refunded from what I paid which is them admitting error on their side. I would like Split compensation For what I have paid for an adventure that we would never have booked. I have included screenshots from the tour company showing their conversation of not receiving our reservation till 11:22 AM morning of our event again, causing us to not be able to participate because the event was already sold out when we arrived.

  Business Response

  Date: 08/05/2025

  Viator has reviewed the details provided regarding the customer's experience, and attempted to call the customer three times during the timeframe they have requested to be called back for further clarity on this matter.
  
  The bookings placed by the customer have indeed been confirmed together with the Tour Operator, who has unfortunately failed to accommodate the customer at the experience's time, due to an issue that was not caused by Viator's end. Viator would like to apologize for the inconvenience caused by this last-minute cancellation, since this is definitely not standard practice with Viator's tour operators. If the booking must be canceled, suppliers are required to provide adequate notice to Viator. This issue will be addressed directly with the tour provider in order to better their services.
  
  Viator understands, and is sorry about the customer's negative experience attempting to use the provider's services. However, Viator is unfortunately unable to offer additional compensation for this experience, since a full refund of USD ****** for all reservations have already been issued. 
  

  By way of reminder, Viator, Inc., as a Tour Broker, provided with an online platform through which any customer is able to make a booking directly with the operator. This was made clear during the booking journey, and is repeatedly stated in the Customer Terms of Use governing your booking. Here is a copy of the Terms of Use for reference: ***********************************************************************. It may be worth your while 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."
  
  Despite Viator's final decision, in order to better accommodate the customer, a promotional code of 15% to be applied in a future reservation was provided to the customer via email, as a goodwill gesture.
  
  Viator again apologizes for the inconvenience during this negative experience, and appreciate your understanding for this matter.
  
  Warm Regards,
  Viator Customer Service
  

• Initial Complaint

  Date:08/04/2025

  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 Normandy D-day tour for four $711 with. Viator ********** Charged to card and we went on the trip and enjoyed it. All communication with my email **************** I saw an additional charge on the credit card for $711 with no communication Following up with customer service they explained an earlier bookingunder reference ********** under my wrong email *************** with my right credit card had been charged- obviously I couldnt have canceled the incorrect booking since I didnt know it existed.That is why I booked the trip to be sure we had the reservation and paid for it which was confirmed to my correct email..Viator **************** discovered the earlier incorrect booking **********- which a second $711 was charged to my credit card -it to Viator chargebacks who said said I Chargebacks team claims that since I didnt cancel the booking that I didnt know existed Viator and the tour operator Will not refund the $711 for the misbooked tour. ********** Even though we booked -paid for-took and enjoyed the tour ********** I just want Viator to do the right thing Ive responded to chargebacks refund Refusal to reconsider and have not had a response Im in your hands ****** **** ************ (c)*************************

  Business Response

  Date: 08/04/2025

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

  Customer Answer

  Date: 08/14/2025

  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,

  ******

   

   

  Business Response

  Date: 08/24/2025

  As previously advised, this reservation's records indicate that a chargeback has been submitted for this transaction. Once submitted, all correspondence regarding further action or resolution are escalated to Viator's Chargeback team. The Viator's **************** team is unfortunately unable to assist with any further requests from this point. 
  
  The Chargeback team will get in contact, if they have not yet contacted, with the customer's bank or credit card provider during this process.  
  
  Should the customer have any further inquiries regarding the status of the chargeback process, they will need to reach out to the bank or credit card provider.
  
  Kind Regards,
  Viator ****************
  

• Initial Complaint

  Date:08/04/2025

  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.

  The Viator website described the tour (a Fika tour in *********, ****** July 29, 2025 at 2:00 pm) as the following:1. This tour lasts two hours. Our tour lasted barely 90 minutes. The guide said he had to leave to get to another tour. 2. Bottled water is included. It wasn't.3. Tour guide will end the tour at the departure site. He didn't but instead left us in a neighborhood somewhere in *********. Again, he said he had to leave to start another tour. Never explained that the tour was over but just left us in a strange neighborhood.4. This tour will go to 4-5 places for ****. We went to two (one was an ice cream place, not Fika), and stopped at a licorice counter.The guide never gave us any history of Fika, didn't tell us anything we were seeing, and basically just left us and another couple in a coffee shop to talk. We paid 278 dollars or 93 dollars a piece to essentially have a cup of coffee and a pastry. This tour did not in anyway resemble the description on the website. We did not tour multiple coffee shops as expected, we did not have a two hour tour as expected, and we were dumped in an unfamiliar area of a city we were strangers in.

  Business Response

  Date: 08/06/2025

  Viator has reviewed the case. Viator reached out to the Local Tour Operator who has accepted to process the refund of the booking. The total refund of USD ****** has been processed on August 8th, 2025.
  
  Kind Regards,
  Viator Customer Care 
  
  

  Customer Answer

  Date: 08/06/2025

  [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:08/03/2025

  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.

  On July 31, 2025, my family and I had booked a tour of the ************ and arrived at the entrance of the ************. To our dismay, the tickets were with the tour guide at another meeting place. I called the tour operator twice to see how we can meet with the guide to get the tickets to go up the ************ since they were going to be where we were, and they said they couldn't because we didn't meet at the meeting place. I called again to speak with someone else and told them that I wanted our tickets since we spent over $400 and they were going to be at the exact location that we were current at, and he said no as well. I then emailed Viator to complain that the operator would not give us our tickets, even though we were at the same location and they responded that the tour operator couldn't give me a refund because I didn't meet at the meeting place, even though I was at their destination.I then had to spend more money buying a second set of tickets so it wouldn't ruin my family vacation.I am requesting a refund of $436.08 and filing this complaint because they refused to give me our tickets at the destination.

  Business Response

  Date: 08/04/2025

  The customer purchased the product Eiffel Tower Dedicated Reserved Access Top or 2nd floor by lift on July 19th, 2025, and scheduled for July 31st, 2025. In the activity voucher, which was sent to the customer at the time of the booking, it is advised to not go directly to the ************. The Local Operator has a meeting point for this tour at PARIS LOUNGE ***************************************************, where the customers are advised to arrive 15 minutes before the start time to retrieve the tickets. The customer failed to follow the clear instructions in the voucher. As the customer was not at the meeting location listed on the ticket at the time given, a refund will not be provided for this activity. 
  
  Kind Regards,
  Viator Customer Care
  
  

  Customer Answer

  Date: 08/04/2025

  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. 

  They failed to provide me the tickets that I paid for at the location they were at. There was no reason to withhold the tickets we paid for in advance after calling them to meet where they were going (the same elevator to the tower). This caused distress and extra expense having to pay for new tickets. 
  
  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,

  Carolina

   

   

  Business Response

  Date: 08/05/2025

  Thank you for contacting Viator, 

  As previously advised, the customer purchased the product Eiffel Tower Dedicated Reserved Access Top or 2nd floor by lift on July 19th, 2025, and scheduled for July 31st, 2025. In the activity voucher, which was sent to the customer at the time of the booking, it is advised to not go directly to the ************. The Local Operator has a meeting point for this tour at PARIS LOUNGE ***************************************************, where the customers are advised to arrive 15 minutes before the start time to retrieve the tickets. The customer failed to follow the clear instructions in the voucher. As the customer was not at the meeting location listed on the ticket at the time given, a refund will not be provided for this activity. Viator has advised the customer this is the final decision regarding this request. 

  Kindest Regards 
  Viator Customer Support 

• Initial Complaint

  Date:08/03/2025

  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.

  We were on vacation in *********** and wanted to rent Jet Skis. A ****** search found a Groupon for $40 per person at a rental company close to our hotel. However, we couldn't get the Groupon to work so we looked for the company by name. We found the company listed on a rental site, Viator. They had an open rental at 5:00 on 7/31/2025 (it was approximately 3:00 on 7/31/2025). The price was $120 per person but since it fit our schedule and was close to the hotel we booked it. I did not know it at the time but the confirmation email went to my work email which I did not have access to on my phone. I did not think I had gotten a confirmation email with our tickets. I got a couple of texts but they could not find my reservation. i became suspicious of a scam. I was also told, i would owe an additional $40 per person. This made me even more suspicious. I was told I could cancel the reservation. I was not told I would lose my deposit of $240 (for 2 jet skis). In total, I had the reservation for less than an hour. I reached out to Viator to request a refund and my request was denied. To be fair, the website states in the fine print the deposits are only refundable for cancelations 3 days before the rental date. My complaint is the communication with the rental company and Viator was very poor. I did not know I would lose my deposit when i cancelled the reservation.

  Business Response

  Date: 08/04/2025

  Viator has reviewed the case. The customer has purchased a Miami and Biscayne Bay Jetski Experience for two travelers on July 31st for the same day. The description of the tour on ************************** platform indicates that a 40$ fee per single-rider jet ski and a 50$ fee per double-rider jet ski are not included in the booking amount and must be paid on site to the operator directly. The tour operator reached out to the customer on the travel date to remind of the additional charge.
  
  The customer has requested to the local tour operator to cancel their booking via message and the operator advised the booking could be cancelled, however the operator did not confirm the booking would be refunded if the customer cancelled the booking. The terms and conditions for this product allow cancellation up to 24 hours prior to the start time of the activity and the operator initially denied the refund on this booking.
  
  Viator **************** team has proceeded to a second review of the case and has continued the investigation with the operator. The operator has reviewed and accepted a full refund of USD 240 for this booking and Viator has notified the customer via email, including the timeframe expected for the refund.
  
  Kind regards,
  Viator *************

  Customer Answer

  Date: 08/04/2025

  [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:08/02/2025

  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 tour for myself, friend, and daughter for April 29, 2025, of ******* House in *******, ******. We were to meet the tour at 9:15. I had booked many tours for our trip through Viator without issue. This tour showed the meeting and drop off point at the same place, ************. We were in an **** and traffic was heavier than expected so we called the tour operator to say we wouldn't arrive until about 9:10 and wanted to get specifics on where to meet. They told us the color flag to look for and the van but we didn't ask more since we assumed the meeting point was correct. We arrived at 9:10 and saw no van or flags. We ran up and down the street and called again just before 9:15, only to be told the meeting point we were given in the Viator app was wrong. We were a 5 minute walk from the meeting point, which we had driven past in our car and the tour would not wait. We had checked the meeting point several times before the date and written them all down and also checked that morning and it was always Port Maillot, which was wrong. We then took an **** to ******* house and called again to join the tour. They would not let us because we had not checked in. I want my money back . We received no service. They keep saying we didn't show and failed to cancel. It is not true. We received the wrong meeting point whether it be from the tour operator or Viator, I don't know. My bank asked for screenshots and all my other past tours show the meeting and drop off point. This one tour has the meeting point removed so I can't show it. The tour now has the right meeting point. They also wouldn't let us join after we got there on our expense. I just want a refund since we spent more than double to replicate the tour ourselves and only missed it due to incorrect information given to us. We arrived on time to the meeting point given.

  Business Response

  Date: 08/03/2025

  The customer has initiated a chargeback with their financial institution and Viator cannot assist with issuing a refund. The customer will need to follow the chargeback process as described by their financial institution. Once a decision has been made after the investigation performed by the customer's financial institution they will reach out and advise on the outcome. In this instance, our team would only be able to provide a full refund to the customer if there was not a chargeback pending. Otherwise, as stated above the customer will have to await the decision from their financial institution.
  Kind Regards,
  

  Customer Answer

  Date: 08/03/2025

  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 ****************************** completed their investigation last week and took the money from my account. ********************** claimed I didn't show up and didn't cancel which ignored the reason. Since chargeback is complete I am asking Viator for the refund. 
  
  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: 08/10/2025

  Viator has re-reviewed the case. Viator Trust & Safety team has advised the chargeback has been disputed and the withheld funds cannot be released until the chargeback case is closed. The customer will need to follow the chargeback process as described by their financial institution. Once a decision has been made after the investigation performed by the customer's financial institution they will reach out and advise on the outcome. In this instance, our customer support team would only be able to provide a full refund to the customer if there was not a chargeback pending. Otherwise, as stated above the customer will have to await the decision from their financial institution.

  Kind Regards,

  Viator Customer Care

  Customer Answer

  Date: 08/11/2025

  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. 

  Attaching image of the letter saying the charge chargeback case is closed and the credit removed as already stated. That process is over and my bank was told I didn't show up and didn't cancel. This is not accurate.  I already explained what happened and should get the credit. No service was received,  I was given wrong information,  and not able to join the tour after incurring our own expense to get 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

  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 Service
  

  Customer Answer

  Date: 09/05/2025

  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. 

  As already explained, the bank was closed the investigation into the chargeback.  They were provided with false information stating that we did not show up for the tour, did not cancel, and did not communicate with the tour operator.  The language around cancelation policy was sent and used as the reason my claim was denied.  Since the chargeback process is completed, I am not able to use that avenue.  

  I truly do not understand how this is a question.  We were given the wrong information on the meeting point.  I attached part of my communication that occurred at the time of the tour, stating the location was wrong and is why we missed it. I clearly addressed the issue immediately and we missed the tour through no fault of ours.  We then also went to the location and were denied joining. Why is there any option to keep our money in this case?  What possible reason will they not refund us this small amount when no service was provided and they lost nothing?  The tour would have happened whether we were on it or not.  We spent the extra money duplicating the tour and are the only ones who lost anything.  This is just so absurd that I am still working on this. 
  
  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,

  *****