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:08/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im filing a complaint about Viators misleading change policy. I ordered the tour ************ Access to 2nd Floor and Summit Option with Host (Summit Access 10:45am) Monday, June 24, 2024 for my whole family of 4, at 2:25am on June 17th (American Eastern Time) and paid 300 Euros for. Viator misled me about their change policy until I made the purchase. On the tour booking page, Eiffel Tower Guided Access to 2nd Floor with Summit Option (****************************************************************************************************************************), Viator only puts Non-refundableYou will not receive a refund if you cancel. A change is different from a cancellation. Viator didnt state that I cannot make a change that is not a cancellation. I accidentally clicked a wrong tour date when purchasing the tour online. The date should be June 25th because, because my kids and my wife wont arrive in ***** until 9am on June 24th (their flight tickets were booked on May 13th 2024), and it is impossible to go through the border control at CDG and arrive at ****** on time. [Contextual info: I arrived in ***** on June-16th, and the rest of my family (my wife and 2 kids) arrived in ***** on June-24th.]Within 24hours of the purchase, I called Viator and the local tour operator for help to correct the tour date, and both of them told me to contact the other party, suggesting that they can change the tour date, but they refused to genuinely help. Both calls were at ***** time. On June 24th, my wife and my kids didnt get out of border check at the airport until 10:21am local time in *****. I demand a full refund because their misleading policy and refusal to help caused me to lose the service I paid for.

  Business Response

  Date: 08/14/2024

  
  The customer has initiated a chargeback with their financial institution and 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.
  
  Thank you,
  Viator Customer Service 

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22099416
  
  I am rejecting this response because: 1. My bank already made a decision regarding the chargeback based on whether this transaction was a fraud or not, and added the charge of $322.41 (300 Euros) back on my card on 08/05/2024 (please see my credit card transaction history attached). Please keep in mind that banks only rule in terms of whether a transaction was a fraud or not, and they dont care about whether a transaction has anything to do with misleading advertising or not.
  2. How Viator advertises this product is misleading and inconsistent with their actual strict change policy. When Viator puts the warning message Non-refundableYou will not receive a refund if you cancel. in bold next to check availability and book now buttons, this warning message in bold already establishes the transaction policy in customers minds, especially to first-time customers on ********************** like me, because it means look, this is the policy and you dont need to dig into other rules. If this tour/product is non-cancellable and non-changeable, Viator should inform customers upfront by highlighting the complete policy in your bold warning text next to check availability and book now buttons, rather than just putting a partial policy. As a customer shopping from American websites, non-refundable means it doesnt allow customers to cancel but customers still can make a change, and also customers are given 24 hours time window to make a change, needless to say a change out of a valid reason. Without informing customers of your true and complete change policy upfront and consistently, Viator is not being honest but instead is deceiving customers.
  3. In a complaint against ********************** posted on BBB dated 09/22/2021, the customer was in the similar situation to mine, i.e. booked a reservation for a wrong date due to their flight not arriving on the wrong date, and Viator customer care responded by helping change the reservation to the correct date. Why could Viator make a change in this case not mine? Was/Is Viator trying to treat customers unequally?
  4. I hope ********************** take customers complaints seriously and dont ignore the complaints before they are escalated into lawsuits. Im only requesting a full refund of $322.41 (=300 Euros) now.
  
  Sincerely,
  
  Hua Fan

  Business Response

  Date: 08/20/2024

  Thank you for contacting customer service. Please be aware that the customer booked the Eiffel Tower Guided Access to 2nd Floor with Summit Option 

  Per the listed terms as stated on the Viator web-site:

  Cancellation Policy

  This experience is non-refundable and cannot be changed for any reason. If you cancel or ask for an amendment, the amount you paid will not be refunded.

  Unfortunately, the terms are final sale and the local provider does not allow changes to be made, therefore Viator is unable to refund this reservation.

  Regards, 

  Viator Customer Service 

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22099416
  
  I am rejecting this response because: Viator didn't respond to my complaint about their misleading and inconsistent warning message! They total ignored the fact that they varied their change policy from customer to customer. ********************** is a totally trash website and provides callous "trapping customer" service. I will bring this case to court. 
  
  Sincerely,
  
  Hua Fan

• Initial Complaint

  Date:08/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 21, I was meeting my sister in ****** for doctors appointments and a celebration after she donated a kidney to me and saved my life. My flight, due to fly at 6am, was canceled at 5:30am. I had already lost 100s of dollars, but asked the booking companies, including a tour with the ************** to work with me. All of them could not be kinder or more compassionate except Viator. They refused to give me my money back or a future credit. There was no discussion, no compassion, and the agents were cruel. I was refused a supervisor and told it was Texas Fun Tours Decision. So you promote a company under your name, make money off of that company, but wont help YOUR customers when dealing with a life/death event . You simply cant have it both ways. I wrote a review about my experience with Viator and this business on TripAdvisor and trip advisor took it down because it was not fair to the business. No caveat was added that TripAdvisor, Viator and this company all work together. My money was good enough when I did a 500 private tour in ****, a 200 tour in *********, but when there is an emergency TripAdvisor, Viator, and Texas Fun will cite policy and IGNORE and censor customer concerns.To censor a true review for your own benefit is unethical. At first, I wanted my money back or a reasonable credit. I wanted your agents to be pleasant and see me as a person- not a booking number. All clearly too much to ask. Now I have an upcoming interview as a follow-up to my transplant and this experience. I hope Trip Advisor will address their censorship and Viator will closely evaluate how they treat customers. I dont expect much sadly, but I hope I do find a decent person in management reading this before the inevitable wave of bad publicity hits your company. If Viator and TripAdvisor continue to ignore and treat me terribly, I will make sure they will legally lose as much business as possible- under any name they use.

  Business Response

  Date: 08/26/2024

  The customer booked a *** with ******************* tour on Viator with a travel date of 7/21/2024. The customer request a refund on 7/22/2024 due to their flight issues, per our policy, for a full refund, you must cancel at least 24 hours before the experiences start time. Based on the customers experience, ********************** has decided to refund the customer in full. On August 01, 2024 an email was sent to the customer via ************** advising of the full refund. The customer replied thanking ********************** for **********************'s compassion and for issuing the full refund. 
  
  

  Customer Answer

  Date: 08/27/2024

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

• Initial Complaint

  Date:05/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am revising a previous complaint that cut off some information:On 9/12/23, a friend and I were planning a trip to ***** for June 2024. We went on Viator's website and added tours for the dates we might be in *****. Their website advertises that reservations are subject to free cancelations up to 24 hrs before the tours. I selected a tour that charged my credit card. I immediately called Viator to cancel and was told to wait until the charge went through. After a couple of days I called again and Viator stated that I could not be refunded because the tour provider does not allow refunds. I didn't know what to do so I called my credit card company, ***********. They suggested a chargeback and proceeded with the process and refunded the $258.90. Then in October 2023, *********** reinstated the charge and advised that I had lost the dispute. I had no choice but to take the loss.On 5/21/24 I was contacted by the tour agency ******* to inform me that they will not be able to provide the tour I paid for and they approved a full refund. I contacted Viator and they refuse to process a refund, stating that I have started a charge back and they cannot talk to me. They say to contact ***********. There is nothing for *********** to do, Viator won the dispute and received the $258.90. I feel Viator is punishing me for the chargeback attempt and are refusing to honor TOURIKS full refund approval. I am not going to ***** and have been stuck paying for 2 tour tickets that not only will I not be there to experience, the tour agency cannot even provide. I wish *********** would not have suggested a chargeback as an option because now Viator is being vengeful, even though they won the dispute and the charge. Viator has numerous complaints for their unwillingness to refund and their practice of deceitful advertising. I have endured 8 months of stress over this. I am asking for Viator to honor TOURIKS full refund that I am entitled to. Booking info: BR-**********

  Business Response

  Date: 09/12/2024

  Thank you for reaching out to customer service. The customer was issued a full refund on June 3, 2024. This dispute was closed by Viator before the refund was issued and Viator has not requested to recover funds from the customer. The customer will need to check with their banking institution if they have been recharged for the lost dispute. 
  
  Regards, 
  Viator Customer Service 

• Initial Complaint

  Date:05/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 23, 2024, I received an email from VIATOR informing me that the tour operator had canceled my booking and mentioned processing a refund of USD $397.04 to my credit card. At that moment, I was deeply upset and disappointed because I had already made all the arrangements for our trip, including hotels, taxis, train connections, and flights, for our group of four (4) people. This trip to ******** Andaluca in *******, *****, was a dream come true for me, especially as I was celebrating my father's 75th birthday.Upon researching Viator's platform reviews online , I discovered a concerning pattern. It appears that Viator has a tendency to cancel certain tours at the last minute, particularly those that are highly sought-after and essential attractions for tourists visiting various cities and countries. Despite attributing these cancellations to local tour operators, Viator ultimately bears responsibility for these disruptions.On March 14, 2024, I made the original purchase for 4 ppl, paying a price of $397.04 (Confirmed: Viator Booking#: ********** Reference#: **********). Viator's voucher clearly stated that "The local tour operator does not allow changes to this booking ,all sales are final and incur 100% cancellation penalties.On March 23, I conducted further research to reschedule the Alhambra and Generalife Guided Tour. To my surprise, Viator was advertising the same tour again but had increased the prices fourfold. The new price for4people was approximately$1,317.52, whereas I had originally paid$397.04 for4people. The drastic price increase was unreasonable and unexpected.Once our tour began, I spoke to others in our tour group . One girl from ***** mentioned that she had only paid 59 euros, and others from ****** had paid significantly less than I did. I would like Viator/********* to honor the original price I paid of $397.04 for 4 ppl and refund me$1,317.52 (TripAdvisor#: 1119326805Conf#:1504888989). I believe I was scammed and taken advantage of.

  Customer Answer

  Date: 09/06/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 09/09/2024

  The customer originally booked **** The Line Alhambra and Generalife Guided Tour on, 3/23/2024 for a travel date of, 3/25/2024. The supplier cancelled this initial booking. The customer rebooked **** The Line Alhambra and Generalife Guided Tour and the price increased. Viator checked the *** and the price does vary by date.  The customer booked tour for a different travel date of 4/1/2024.  Viator did ask the supplier for a partial refund on the customers behalf on 9/2/2024 after this complaint was brought to the attention of Viator Customer Service.  The supplier denied the refund as this bookings are under the All Sales Final Cancellation Policy which the customer agreed to at the time of booking.  Viator is a third party broker that provides a platform for suppliers around the world and customer searching for destination experiences and activities.  When the customer uses the ********************** platform the customer is agreeing to the terms and conditions stated in the link on the ************************** website.  Although Viator understands the customers dissatisfaction, we are not able to issue a refund.  
  
  Warm *******************************************************

• Initial Complaint

  Date:08/27/2023

  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.

  According to trip advisors website anything that is none refundable should not be able to be canceled via their website. Yet this was offered to us. Do to the Maui fires we were working on rearranging out trip when we went to call and check on our reservation since non refundable things cannot be canceled so our reservations should still have been valid to find out they did indeed cancel our tickets. Tickets they claimed could not be changed or canceled.The tour we scheduled does indeed offer cancelations up to 48 hours prior to the trip according to them, so trip advisor pocketed the refund money and is telling us sorry you are SOL.We ask for either a refund for our tickets, ticket returned to us, or even a credit to the website.

  Customer Answer

  Date: 09/06/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 09/08/2024

  Thank you for contacting customer service. Unfortunately, there is not enough information for the customer service team to review the complaint. There is no booking under ***************************** and the reservation cannot be located with the name or phone number. The customer will need to provide the ********************** booking reference number or the email address used when making the reservation for Viator to assist. 

   

  Regards, 

  Viator Customer Service 

• Initial Complaint

  Date:03/28/2023

  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 purchased a Hot Air Balloon ride from Viator 11/2022Confirmation# ********** Booking #*********. We purchased it for $425.26. The day before the trip on 3/24/2023 at 4:44pm my husband spoke directly with the tour operator Aerotours and confirmed our dietary restrictions & the scheduled pick up time from the hotel at 6:30am. They confirmed at that time that we were to be picked up at 6:30am. The next morning I received text messages at 6:10am that the driver was at the hotel and waiting for us. I texted that we were coming down. When we arrived downstairs at 6:23 there was no one there and the front desk manager said that no one had come in to ask for us. He walked me outside to verify that no one was there waiting for us. He then called **************** said that the driver waited for us for 15 mins & then left and that we could take a cab to an address if we wanted. **** from front desk said that he was unsure of any of this & didn't recommend us taking a cab because the tour drivers always come in to ask for the guests and this one didn't. He said the location was far and didn't recommend us taking a cab there. We were confused because the pick up time was for 6:30 so I called the Aerotours.When I spoke to him he said he sent me an email changing the pick-up time to 6:10 and had the drivers name in there. I asked when this email was sent and he said he would have to see when he got to the office. I never received any email changing the departure time of the tour to 6:00. My husband then spoke to ********* again and they stated that we would need to be there by 7:15 if we wanted to go on the tour. At 6:50 that was no longer a possibility. My husband contacted Viators the representative confirmed that he had NOT received a change to the original pickup time of 6:30am. We spoke to ********************************** several times to get refunded for our *********** are both refusing to refund because they are saying that it was our fault that we missed the tour even though we were never informed of the changed time.

  Business Response

  Date: 09/12/2024

  Thank you for reaching out to Viator. The customer has initiated a chargeback with their financial institution, which was ruled in favor of the customer. Since the the dispute has been closed, Viator also considers this matter to be closed. 

  Thank you,

  Viator Customer Care

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked tickets to an event and within minutes I realized I booked the wrong date. I immediately called the company to tell them of my mistake and was told they couldnt change my dates or cancel without incurring the full payment of $930. In other words, they wouldnt allow changes and I would be out the money. This is bad business and I only needed help to change dates, I didnt want to cancel. They refused to help me, now Im out of almost $1000. I will never advise anyone to use this company.

  Business Response

  Date: 09/12/2024

  Hello, Viator has reviewed this case. The customer has initiated a chargeback which was won by Viator. The customer purchased a Final Sale product and it is stated on the website that no changes or cancellations are allowed after the booking has been submitted. As the customer has agreed to these terms, no refund can be provided. 

  Thank you,

  Viator Customer Care

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased a tour from Viator, "Swiss Extravaganza With Jungfraujoch, Grindelwald First & Mount Titlis", Booking Reference BR-********* for the total fee of $2631.42 USD. The provided, ******** Holidays, turned out to be an illegitemate provider, as I discovered because I attemped to contact the provider with several questions and their contact email bounced back and the phone was disconnected. I had to have approx 8 calls to Viator to get the refund. Viator issues the refund to me after they made 3 attempts to contact the provider themselves. However, I am now seeking compensation of minimum of $500 USD for a) the time I had to spend negotiating with VIator (they rejected my refund request on 3 occations until I stated that Viator was purpotrated a fraud by engaging with non-legit providors) and b) because I had to incur much higher hotel and tour expenses due to re-booking the tours on my own at the last moment. Further, VIator never removed the tour (See screenshot attached) from their offerings. I am concerned that Viator is knowingly participating in a fradulent activities by continuing to advertize tours by providers which are not in business and collecting payments from customers like myself, effectively committing fraud. I have asked the custmer service *** why the tour continues to be offered and have not received satisfactory answer. I plan to raise a complaint with the ************************ if my concerns are not addressed.

  Business Response

  Date: 09/11/2024

  Viator has reviewed the case. The customer purchased a 6 Days Swiss Extravaganza With Jungfraujoch, First & Mt Titlis, through Viator with a travel date of 1/4/2023. Viator did attempt to contact the tour operator Giovani Holidays several times but the tour operator failed to reply to our emails and calls and the booking was canceled and refunded in full. Since a full refund was provided to the guest, Viator is unable to provide any additional refunds or compensations.
  
  Kind Regards,
  Viator Customer Care