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:10/02/2025

  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.

  Our tour was scheduled for 8:30. We spoke with the guide and explained that we had a transportation issue and explained to the guide we were on our way. We arrived 10 mins later. Mind you most tours pick you up at your hotel, not this one. They dont even give you a ***** period for arrival. Long story short they had left when we arrived.

  Business Response

  Date: 10/09/2025

  Viator has reviewed the case. The customer made a booking for ******: Gaztelugatxe, ******, ******* and ******* with Txakoli. The listed rate was USD ****** for 5 people for travel date of October 2, 2025.
  
  Per the Terms and Conditions of this activity, the cancellation must be done at least 24 hours prior to the experience's start time for full refund.
  
  On the travel date of October 2, 2025, customer initiated a refund request stating "We spoke to the guide and explained we were having issues with transportation . The tour does not pick you up at your hotel like most tours. We arrived 10 mins past the time and the tour guide was gone. There was no grace ******** The local tour operator didn't agree on refund for this booking. Customer was late to arrive at the meeting point and unable to join the tour.  Since this is a group tour, the local tour operator can't wait for late arrival to start the tour. For this reason, Viator is unable to provide a refund.
  
  Kind ************************************************

  Customer Answer

  Date: 10/11/2025

  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. 

  [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:10/01/2025

  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.

   
  Complaint: 23914638
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 09/26/2025

  1) this booking is from viator online travel agency who is the one that take the guests payment

  2) this guests never reached out to us about the situation

  3) Round trip transportation is offered for all guests when a guest decides to get their own ride back it is not the responsibility of the company to compensate the guests as return transportation is offered. This seems like a futile attempt to get a free tour from a business we are not a non profit but a small locally owned business.

  Customer Answer

  Date: 10/01/2025

  We purchased a package from this tour company for *** Arizona and Battleship Missouri tour. After the *** Arizona tour and prior to the departure for Battleship ********, I became ill and we were forced to miss the Battleship Missouri and take an **** back to our vehicle. I would like a partial refund for the money we lost on the second half of the tour, approximately $200.

  Business Response

  Date: 10/09/2025

  Viator has reviewed the case. The customer made a booking  for ************ USS Arizona Memorial & Battleship ********. The listed rate was USD ****** for 2 people for the travel date of September 21, 2025.

  Based on the customer's refund request, ********************** has followed up with the local tour operator; however, they didn't agree on refund due the tour operated as scheduled and it was customer's decision to leave the tour due to illness.
  
  Even though the local tour operator denied refund, Viator has processed 10% partial refund as a gesture of goodwill based on the circumstances.
  
  Kind Regards,
  Viator Customer Care

  Customer Answer

  Date: 10/09/2025

  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 # ********.

  Although we are appreciative of the gesture of goodwill at 10%, we will be willing to accept a 25% refund of the original tour price/what we paid. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 10/22/2025

  Viator has proceeded to a further review of the case. Viator understands the customer and her party left the tour prior to the end time due to an unexpected illness. While Viator and the local tour operator empathize with the customer situation, the operator was ready to fulfill this booking in its entirety and has reserved spots for the customer on this tour. As costs have been incurred for the operator, they are unable to offer a partial refund on this booking.
  
  As a gesture of goodwill, Viator has extended a partial refund of 10% for this booking and the partial refund notification and details have been forwarded to the customer via email. ********************** is unfortunately unable to offer a greater refund on this booking.
  
  Kind regards,
  Viator *************

• Initial Complaint

  Date:09/30/2025

  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 had booked a "Casablanca City Tour Port Excursion for Cruise Guests" through Viator for 9/19/25. On 9/18, about 21 hours prior to the tour, we were notified by ************** that the Port of ********** would be closed on 9/19/25. I immediately contacted Viator and the tour operator, Top Trip *******. After many emails back and forth, they both denied a refund because:1) Their cancellation policy was 24 hours prior, not 21 hours.2) Top Trip Morocco said they had "Allocated Assets" for the tour.I disputed both of these claims:1) This tour COULD NOT occur since the Port would be closed.2) No ASSETS were used or deployed! No car or gas was used, no tour guide or driver had to work or showed up to the port, the tour never happened. This was only an excuse to keep $238.3) Many other cruisers on our ship were given refunds by Viator for other tours they booked. So, Viator simply went with the tour company instead of their customers. This seems pretty crazy to me considering that this "Cruise Guest Tour" never happened, and NO Assets were USED. No Full or Partial refund was offered or given. I believe BOTH Viator and Top Trip ******* are Crooks!I'd like a full refund.

  Business Response

  Date: 10/09/2025

  Viator has reviewed the case. The customer made a booking for Casablanca City Tour Port Excursion for Cruise Guests. The listed rate was USD ****** for 2 people for travel date of September 19, 2025
  
  Per the Terms and Conditions of this activity, the cancellation must be done at least 24 hours prior to the experience's start time for full refund.

  Within 24 hours of the experience's start time, customer contacted the local tour operator directly requesting refund due their cruise ship wouldn't dock in **********. However,the local tour operator didn't agree on refund per Terms and Conditions.Customer contacted **********************, so ********************** has also followed up with the local tour operator, but they didn't approve refund due they've already made arrangements for this booking.

  Viator has followed up with customer denying refund and advised customer to file a claim to their travel insurance. Viator has also suggested customer to book "Worry-Free shore excursion" in the future.
  
  
  Kind Regards,
  Viator Customer Care

• Initial Complaint

  Date:09/30/2025

  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 a tour my viator on Aug 23 fir a sightseeing.But I never received any confirmation email regarding the booking. So I booked another reservation with a different email address and I have received the confirmation for that booking.Upon checking my credit card statement I came to know I was charged twice, but never received any confirmation email for this booking reference number. (BR-1306252343)When I called Viator for a refund, they told me there were two bookings under my name.And the refuse to refund me.Even though I never received any confirmation email from them.

  Business Response

  Date: 10/09/2025

  Viator has reviewed the case. Customer made 2 bookings for Whale Watching Trips to ********** *********** Sanctuary. Guaranteed sightings! on August 30, 2025, but the email address is different. Per record, confirmation email was sent to each email address registered on each booking. As local tour operator was holding spots for both bookings, customer was recorded as no-show on one of the bookings and they denied refund request. As a courtesy, Viator has sent another refund request to the local tour operator to see if they can refund one of the bookings as a gesture of goodwill. If they agree, Viator will follow up with customer. Otherwise, ********************** is unable to refund for this booking.
  
  Kind ************************************************

  Customer Answer

  Date: 10/10/2025

  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 made three reservations that day, but I received confirmation for two under my email ********************** But under another email address ************************** , I never received a confirmation, even  if I would have received the email. I wouldve canceled the ticket right away. Because of your mistake, I am unable to receive my refund.

   

  Business Response

  Date: 10/22/2025

  Viator has reviewed that the confirmation email was successfully sent to the customer email address registered on file for this booking. As such, the booking remained confirmed and the local tour operator operator was ready to fulfill the booking. The operator initially rejected the refund request made by the customer as they reserved spots for the customer for this booking. However, as a one-time courtesy, Viator has sent another refund request to the local tour operator and explained the customer situation for them to review. The local tour operator has accepted the refund request as a gesture of goodwill and the customer has been refunded on October 10. The details of the refund have been provided to the customer via email.
  
  Kind regards,
  Viator **************

• Initial Complaint

  Date:09/29/2025

  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.

  Date of transaction 9/25/2025 Amount booked ****** for two adults Viator committed to provide a 2 hour tour We booked an excursion for my honeymoon which was a sunset dinner cruise. The time listed on the app was to sail at 5 pm, we stood in line for an hour till 6 pm. We boarded and about 45 minutes into the cruise it began to rain and the rain increased hard where all our food was wet, the drinks spilled over and some passengers including myself fell on board. The captin took his time to head back to the port. The team should have known the rain was to come as we ere not informed of anything or else we would have cancelled. I issued a refund request for the full mount and was only refunded ***** . We are not happy and pleased with the services provided. I want the remaining blance refunded back to me ******!

  Business Response

  Date: 10/08/2025

  Viator has reviewed the case. The customer purchased a Dinner Cruise Tour in ******************* with Tequila Tasting experience for two adults for a travel date on September 25 with the local tour operator *********** Tours. The booking total was USD 243.00.
  
  When the customer book an activity through ********************** platform, they are booking directly with the tour operator - in this case, *********** Tours - who is responsible for delivering the experience. Viator acts solely as a facilitator of the booking, and do not operate or manage the tours themself.
  
  The customer requested a refund for this booking via their Viator account directly to the local tour operator of the experience. The local tour operator, *****************, agreed on a partial 25% refund on the booking and the customer was subsequently refunded USD *****.
  
  While the weather conditions deteriorated during the dinner cruise, the local tour operator was unable to forecast the deterioration the weather conditions and the dinner cruise experience proceeded as scheduled. As the experience was provided in full, the local tour operator is unable to offer a full refund of the booking. They have processed a partial refund for the inconvenience caused and are unable to offer a greater refund. 
  
  Kind regards,
  Viator *************

• Initial Complaint

  Date:09/28/2025

  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.

  Regarding a 3 hour guided tour booked through ************************** with **************** for the ***************, ******************************** tour on19 September 2025, 14:30, booking reference1312163761. Total purchase price for 2 tickets was $439.78.I am respectfully requesting a refund due to the fact that we had tried to download the tour vouchers numerous times through the Viator app and ************************** website but kept getting a looping error and unable to download the vouchers. Panicking as we were now *******, I phoned Viator to send me the vouchers directly in which the hotel printed the vouchers for us. Since we were now rushed, we were involved in driving incident that prevented us from arriving at our scheduled tour time. We immediately phoned *********************** explaining we would be arriving late due to an emergency beyond our control but they were not understanding of the circumstances and refused to accommodate or offer a later time. This was our only day to tour the Vatican for a once in a lifetime experience, so we continued to the Vatican and once there approached the City Wonders staff on site again requesting to be accommodated on a tour that day. They stated this was not possible and they gave us the entry tickets to enter the Vatican on our own accord. Because of their unwillingness to accommodate for the guided tour that we paid for, we ended up booking another tour with different company that was able to provide the 3 hour tour guided service at 15:30.I sent numerous requests to both ************* and Viator requesting a refund for the tour that was not taken. City Wonders stated that the service was fulfilled because they issued Vatican entry tickets. To reiterate: those tickets were never used, and no guided tour service through City Wonders was provided. Since I received no part of the service I purchased through Viator, I am requesting a refund.

  Business Response

  Date: 10/03/2025

  Viator has reviewed the case. The customer placed a booking for a Vatican Museums, ************** & St ****** Basilica Guided Tour for 2 adults for a tour date on September 19 and for a total of USD 439.78.
  
  The customer reached out to ********************** on the tour date to request a copy of their Viator voucher as they were unable to download the Viator voucher from their app. Viator provided the customer with the ********************** voucher at the time of the call.
  
  The customer reached out to ********************** after the tour date to request a refund on their booking as they were unable to reach the meeting point on time and did not attend the guided tour, due to a driving incident that prevented them from arriving at their scheduled tour time. Viator forwarded the refund request to the local tour operator **************** and the operator denied the request. The operator indicated that the guide was expecting the customers at the meeting point at the scheduled time and was unable to wait later than the expected starting time, as this group tour is set to start with a strict timing to ensure all the travelers can enter the sites at their scheduled timeslot.
  
  The tickets to the ***************, ************** & ************************ are delivered by the guide to the customers at the meeting point when the tour starts. As the customers were not present at the meeting point ween the tour started, the tickets could not be delivered and the guide started the tour with the rest of the group. However, a gesture of goodwill, the operator **************** later provided the customer with the pre-issued tickets to enter the sites on their own. The local tour operator **************** was ready to fulfill this booking, they have reserved spaces in the group for these customers and they have also pre-issued valid entry tickets for these customers. While the customer indicated that they did not use these tickets, these tickets are non-refundable. Costs have been incurred for the local tour operator for their booking, as such Viator is unable to offer a refund on this booking.
  
  The customer has now initiated a chargeback with their financial institution and Viator cannot assist the customer further in this instance. 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 regards,
  Viator Customer Care
  
  

• Initial Complaint

  Date:09/28/2025

  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.

  Viator's Pearl ****** Tour is a SCAM that is MISREPRESENTED: ISSUE #1: I originally requested a $59 pp Pearl ****** tour for 5 ppl. They BFFoeced me to upgrade to $79 pp to get a 10am tour time. When I agreed to pay $395 to Viator for the Pearl ****** tour booking, they verbally advised that I would be able to have a tour pick up at 10am on the day of the activity. 30 minutes later, the actual vendor on Oahu contacted me to advise that my tour would in fact be at 6:00am, which was impossible for us since we were flying from **** to **** that morning (which I had already advised to the Viator Agent!! They knew we could not make a 6:00am tour!!) We had to upgrade with the local vendor, ******* Hawaiian Tours, to a Private VIP tour at additional expense in order to secure the 10:00 am tour time that we were originally promised by Viator.ISSUE #2: Viators tour description online states Whats Included: Ticket included for boat ride to USS Arizona Memorial. THIS IS A COMPLETE MISREPRESENTATION. The representative from ******************** explained to me that the tickets on the boat ride are NOT guaranteed as part of this tour booking with Viator, and that once we arrived at the ********************* site, we would have to get in a STANDBY line and HOPE that we would be lucky to get same-day standby tickets for the boat ride out to the Arizona memorial! ******************** indicated to me that they have communicated with Viator multiple times about this inaccurate information but that Viator REFUSES to update their website! ******************** also stated that they host multiple tour guests that have been incorrectly advised of the boat ticket inclusion by Viator, and guests frequently arrive angry and take it out on ******* Tours when they realize that the boat tickets are not guaranteed as Viator had communicated! VIATOR IS A BAIT AND SWITCH, ********* ORGANIZATION!!! BBB-Please help me get a refund due to this misrepresentation !

  Business Response

  Date: 10/07/2025

  Viator has reviewed the case. On June 22, 2025 the customer placed a booking for 5 adults for a Pearl ****** & USS ******************* Tour experience to take place on June 23, 2025. The customer requested a pick up time at ******* however the operator, ******* Hawaii - Tours & Activities, was unable to accommodate the booking with a starting time at 10:00am. The operator offered the customer an upgrade to a private tour to accommodate at the preferred time. The additional charge for this upgrade was USD ****** and the customer paid the operator directly for this upgrade.
  
  The customer reached out to ********************** **************** regarding the additional charge as they were informed at the time of booking that the operator could accommodate their group at 10:00am. Viator reviewed the case and issued a partial refund of USD ****** to the customer to cover the additional costs of the private tour upgrade.
  
  The customer has now initiated a chargeback with their financial institution and Viator cannot assist the customer further in this instance and cannot insist into investigating further with the local tour operator regarding the booking details. 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 regards,
  Viator Customer Care

  Customer Answer

  Date: 10/07/2025

  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 # ********. 

  It is VERY telling that Viator's response did not mention misrepresentation of the Pearl ******* tour inclusion of boat tickets to the memorial.  They completely ignored that piece. That should tell you everything you need to know.

  But, to vet this story out AGAIN.....here are the 3 primary complaints I have and why I continue to request a refund from Viator:

  Complaint 1:  Viator told me that if I upgraded from a $59 tour cost per person to a $79 tour cost per person I would be GUARANTEED a 10:00am tour time.  This DID NOT HAPPEN.  The local vendor stated that it would need to be at 6:00am, contrary to what Viator promised me.  SO -- there was absolutely no value for the extra $100 I was charged by Viator to upgrade from the $59 tour to the $79 tour for 5 passengers.  VIATOR'S RESPONSE DOES NOT ACKNOWLEDGE OR RESOLVE THIS CONCERN AT ALL.

  Complaint 2: Viator's website positions this Pearl ******* tour as INCLUDING boat tickets to the actual USS Arizona Memorial.  This is FALSE and a blatant MISREPRESENTATION.  The local tour vendor in **** stated the tour I booked absolutely does NOT guarantee boat tickets, and that I would still need to get in a 'standby' line at the park and HOPE to get boat tickets to the memorial!  VIATOR'S RESPONSE DOES NOT ACKNOWLEDGE OR RESOLVE THIS CONCERN AT ALL.

  Complaint 3:  I was required to upgrade further to a private tour with the local provider to secure a 10:00am tour time.  Viator DID refund me for this cost difference.  I acknowledge that.  BUT, Viator is only resolving ONE out of THREE issues.  This one PORTION of refund only resolves complaint #3, it does not solve for the other two complaints AT ALL.  

  I did in fact dispute this charge with my financial institution in order to achieve compensation for the first two complaints above, since Viator REFUSES to acknowledge and resolve those two complaints.  However, Viator challenged the charge dispute with my Financial Institution, who then closed the matter, with the charge still active on my account without further refund.  SO, that case with Chase **** is now closed, and VIATOR now has the opportunity to make this right on their own.

  BBB - PLEASE assist me with securing further refund from Viator for complaint #1 and #2 above, and do not let them act like solving complaint #3 above solves for the other issues!  Viator should be held accountable for UNETHICAL BUSINESS PRACTICES and advertising MISREPRESENTATION on their website!

  --**** *******

   

   

   

  
  
  
  Regards,

  ****

   

   

  Business Response

  Date: 10/16/2025

  Upon conducting a secondary review, Viator has decided to process a full refund of the outstanding amount. This decision was made because the original tour information was misleading regarding the inclusions.
  
  To clarify the price variance between $59 USD and $79 USD: this was a result of the customer being presented with two distinct tour providers, each of whom charges a different price for their product. Please also note that any price displayed without the complete selection of a tour date, the total number of travelers, and any available tour options (e.g., varying tour grades) is not the final price and is subject to change based on these chosen parameters.

• Initial Complaint

  Date:09/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a tour of the ************** and ************************* for September 22, 2025. It was a small group (10 or less) with reserved entrance to both areas. Tour was to start at 10am. The night before the tour the time was changed to 11:30 without explanation. When we showed for the tour we were told to join another group. There were 20 people in the group. Two hours into the tour we still had not entered the building! We never went to ************************. We paid $759.64 for 4 people. The tour we received was not small group and did not have reserved access to the Vatican museums and ************************. We did not get what they advertised. My messages to the operator on Whats up were never responded to. Viator refuses to refund my money.

  Business Response

  Date: 10/03/2025

  Viator has reviewed the case. The customer placed a booking for a Vatican Museums ************** & ************************* small group for a travel on September 22. The tour was advertised at the time of booking as a small group of 10 people or less and the customer selected the 10:00 AM timeslot.
  
  The customer reached out to ********************** **************** after the tour date to request a refund. The customer advised that their tour time was changed by the operator, the small group limitation was not respected during the tour, there was a delay in entering the ************** and they did not visit the *************************. Viator has forwarded the refund request to the local tour operator and the operator has denied the request, confirming the tour was delivered as advertised. The outcome of the refund request was sent to the customer via email.
  
  ********************** would like to proceed to a secondary review on the customer refund request and has requested the customer to provide additional details via email in order to investigate the situation with the local tour operator. Viator is now awaiting the customer's response with the additional documentation to review the claim.
  
  Kind regards,
  Viator *************

  Customer Answer

  Date: 10/07/2025

  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. 
  Viator claims that I accepted the parameters of the new tour and therefore should have to pay! I in no way accepted any changes to the tour. My messages were not answered to the tour operator about the time change. I expressed in person that the group was too big and not what I signed up for or paid for. I talked to ********* at the beginning of the tour and she was suppose to take care of it. Never heard back from her or ****** from ****. They have offered a 10% refund that is no where near enough to offset what I paid and what the large group tour would have cost us! 

  [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: 10/14/2025

  Viator has proceeded to a further review of the case as the customer provided additional details regarding their refund request.
  
  Viator has reviewed that the local tour operator notified the customer of the change of time the day prior to the tour and the customer acknowledged the update. ********************** has reviewed the customer requested the reason for the change of time but did not refuse the new starting time to the operator via messaging. Viator has also reviewed the tour description as it appears on the Viator platform, and has confirmed that the section Additional Information on the platform advised that ************************* is subject to last-minute closures for religious ceremonies.
  
  Viator has processed a 10% refund on this booking as a gesture of goodwill and is unfortunately unable to offer a greater refund.
  
  Kind regards,
  Viator *************

  Customer Answer

  Date: 10/16/2025

  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. 

  Viator continues to only give half truths and choose wording to follow a certain narrative. My main complaint is that we were suppose to be in a small group of 10 people or less. Which they have not acknowledged in all of the communications. We were in a group of 20. Attached ticket to enter the museum shows it was a group of ***** people. I paid more for a small group and it is not what we received. I brought this up to ********* (****** with Rome) at the time of the tour and she didnt know this detail but said she would look into it. I never saw her again because she was not leading our tour. I also messaged ****** with Rime and never received a response. I was given notice that the time changed but my questions regarding this were never answered. This is in no way acceptance of the time change since I received no response! My voucher does not have any disclaimer about *************************** being closed for religious ceremonies, therefore that part of the tour is expected. We were never told by the tour guide that we were not going there. You can also see that the only ticket given to us (attachment) is not for entrance into SPB! The tour we were on had no intentions of ever going there! Viator contracted with ****** of Rome to do our tour and that company pawned us off onto another tour provider. It is very clear that the tour they put us on was not what we signed up for or paid for. From the ticket it looks like the tour operator was Good morning Rome. I request a refund for 1. Not a small group tour. 2. Did not go to all the places listed on the tour and the tour had no intentions of going there. Not because it was closed. 3. Time change Viator should hold some accountability for how the companies they are working with are doing business or in this case not doing business!
  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:09/27/2025

  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.

  Hello,Me, my niece, and my sister had a paid *** trip via Aviator for ********* on 9/18/25. We were visiting ********* from ******* celebrating my sister's birthday. And this would have been our first time on an ***. Unfortunately, it rained in ********* from morning to after it was time for our trip that day. The time was 3:30 pm or so.None of us felt safe taking the *** trip because it was still raining and it was wet outside. This means it would have been wet during the trip, muddy, and possible dangerous. Especially for us as we've never drove an ***. My niece (Tranayce ******** booked/paid) called them to ask for a refund, but they said no. I called them and explained to them the situation and asked for a refund. They told me they would send my request over and respond. My niece got a response from them quickly telling us they would not refund our money. We want our money. My niece booked and paid but it was my money. Not refunding us is unacceptable.They can also contact my niece via her email address if necessary. They have her information.

  Business Response

  Date: 10/03/2025

  Viator has reviewed the case. The customer placed a booking on September 18 for a Las Vegas Desert ATV Experience for a activity on the same day.
  
  The customer has reached out to the local tour operator of this experience, Best ATV Tours LV, prior to the starting time of the activity to request a refund as the weather conditions were poor at the time. The operator has responded that the tour run in all weather conditions and as the sale is final, a refund is not approved. The operator advised to the customer that a rescheduling request was subject to availability and additional fees.
  
  The customer did not take part in the activity as they did not feel safe riding an ATV in the rain. The customer has reached out to ********************** **************** to request a refund on this booking. Viator has forwarded the request to the operator and the operator denied the refund request. Viator has verified with the local tour operator that they operate this activity in all weather conditions while maintaining a strict safety safety protocol for the activity. They have confirmed the activity operated as planned on September 18 and have followed all the operational procedures to ensure the safety of all the passengers during the activity. The local tour operator was ready to fulfill the customer booking and has reserved spaces for the customer for this activity. As such, ********************** is unable to offer a refund on this booking.
  
  The customer has now initiated a chargeback with their financial institution and Viator cannot assist the customer further in this instance. 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 regards,
  Viator Customer Care
  
  

  Customer Answer

  Date: 10/08/2025

  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. 

  Hello,

  I understand that my niece is waiting to hear back regarding the chargeback but if it is denied, we will continue to get our money back, even if it means taking other steps. This is just unfair/slick/greedy practices on the company's part. The company know that many people are visitors and are only in ********* for a short amount of time. Plus, some are first time ATV riders as we would have been. Anyone in their right mind would be concerned for their safety if it rains the day off the event. Not only did it rain, but it rained all morning and during the time of pick up, and afterwards.

  [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: 10/22/2025

  Viator has previously investigated the customer statement with the operator. The local tour operator was ready to fulfill the customer booking and has reserved spaces for the customer for this activity, as this activity operates in all weather conditions while maintaining a strict safety safety protocol. As such, Viator is unable to offer a refund on this booking.
  
  As the customer has initiated a chargeback with their financial institution and Viator cannot assist the customer further in this instance. 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 regards,
  Viator *************

• Initial Complaint

  Date:09/23/2025

  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.

  I booked a trip through Viator in June 7 2025. It was for $450. They never showed up or contacted me and denied the chargeback through my credit card. I had to book another trip on the same day. I have contacted them a number of times via email and phone and they do not direct me to anyone who can assist me.

  Business Response

  Date: 09/28/2025

  Viator has reviewed the case. Customer made a booking for 4x4 ATV Adventure with Tequila tasting and Mexican buffet lunch for travel date June 7, 2025. Per record, the local tour operator sent the pick-up details to customer directly in the system as of June 3, 2025, but customer failed to show up.  Customer filed a chargeback for this booking as of July 2, and Viator chargeback team replied on July 15.  When customer contacted ********************** on August 30, Viator found customer mis-typed email address for this booking; therefore, the customer failed to receive messages. ********************** has sent an email to customer denying the refund since this booking was made by customer self by entering the incorrect email address.
  
  Kind ************************************************

  Customer Answer

  Date: 09/28/2025

  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. 

  While the merchant states the email address was incorrect the phone number on file was correct at the time of booking. I have book with Viator many times and I am always contacted via phone. I made attempts prior to booking to get in contact with the service provider and secure a pick up time. The service provider did not contact me. Or show up to provide the tour that was paid for. When I booked a new tour the new service provider immediately contacted me with pick up information. 
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 10/07/2025

  Viator has received the customer rejection to the offer and proceeded to a further review of the case. 
  
  Viator has reviewed that the local tour operator proactively reached out to the customer via message on the ********************** Messaging Platform before the travel date to provide the pick up details for the tour. The message was sent as planned to the email address associated to this booking. As the customer email address associated to this booking had a typing error, the customer did not receive the message from the operator.
  
  The local tour operator was ready to fulfill this booking and has proactively reached out to the customer via message to confirm the exact pick up details. The local tour operator reserved spaces on this tour for the customer and these spaces could not be sold again.
  
  As per Viator Terms and Condition to which the customer agreed when placing the booking, as a condition of the customer use of the Services, the customer represent and warrant that all information supplied by them in the course of your use of the Services is true, accurate, current and complete. Viator is not liable for any omissions or errors resulting from an incorrect information provided by the customer at the time of booking.
  
  The customer has initiated a chargeback with their financial institution and Viator cannot assist the customer further in this instance. 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. 

  Customer Answer

  Date: 10/07/2025

  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 operator never reached out with the Viator app or through any form of communication. The phone number was accurate and they did not attempt to communicate with me to provide a booking time. In order to expedite the resolution I will settle for a 50% 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: 10/28/2025

  Viator has received the customers rejection of the offer and has proceeded to further review the case. Viator has found that the local tour operator proactively reached out to the customer via a message on the ********************** Messaging Platform before the customers travel date to provide the pick-up details for their tour. The message was sent to the email address associated with this booking.

  As the customers email address associated with this booking contained a typing error, the customer did not receive the message from the operator. Viator is not responsible for customers incorrectly typing their email addresses. The local tour operator was ready to fulfill this booking and had proactively reached out to the customer via message to confirm the exact pick-up details. The local tour operator reserved spaces on this tour for the customer, and these spaces could not be sold again.
  

  As per Viators Terms and Conditions, which the customer agreed to when placing the booking, and as a condition of the customers use of the Services, the customer represents and warrants that all information supplied by them in the course of using the Services is true, accurate, current, and complete.
  

  Viator is not liable for any omissions or errors resulting from incorrect information provided by the customer at the time of booking. The customer has initiated a chargeback with their financial institution due to incorrect information being provided at the time of booking, and Viator cannot assist the customer further in this instance. The customer will need to follow the chargeback process as described by their financial institution. Once a decision has been made following the investigation performed by the customers financial institution, they will reach out to the customer and advise them of the outcome. The customer will have to await the decision from their financial institution. Viator is not able to assist further.
  

  Kind Regards,
  Viator Customer Care