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:07/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/26, I purchased tickets via Viator for the *************** experience in **********, DR. ****** the event, my *********** were unjustly removed from the venue after he was falsely accused of inappropriately touching a staff member. The accusation was baseless & humiliating.We immediately demanded to see the surveillance ****************** guard ******* ***** showed it to us. The video clearly showed no wrongdoing on my husbands part. Despite this, we were still removed from the venue without any valid justification or opportunity to speak to a manager or advocate for ourselves.The entire incident felt racially charged. My husband and I are Black, and the treatment we received was starkly different from how other guests were being handled even in an environment where staff themselves were promoting sexually provocative behavior (humping guests, body shots, & other sexual contact). It felt hypocritical & targeted.What made matters worse was when ******* attempted to defend the situation by saying, I am not racist my wife is ************** than you, as if that somehow excused the discriminatory way we were treated. That comment was not only tone-deaf but also deeply offensive & dismissive of the racial undertones of the experience.I went further to share video evidence of the surveillance footage with Viator to support our claim. I also contacted the local tour operator via WhatsApp on 7/27, & despite multiple follow-ups, we have received no meaningful resolution, only vague responses and continuous runaround.This was supposed to be a fun, safe, and memorable experience, but instead, we were traumatized, publicly humiliated, and left unsupported. I trusted Viator to vet its experiences and vendors for quality and professionalism this incident fell completely short of that standard.I am requesting a full refund for the Coco Bongo experience and a formal acknowledgment of the mishandling, racial insensitivity, and emotional distress we endured.

  Business Response

  Date: 08/10/2025

  Thank you for contacting Viator, 

  On July 26, 2025 the guest contacted Viator to report that an incident has occurred during their booked experience. As this was a serious report Viator immediately opened an investigation into the incident. Viator reached out to the local tour operator and provided them with the summary of the customers report. The local operator responded to the incident report on July 29, 2025 and advised they had reviewed the incident, including the surveillance footage and staff statements, and based on their internal investigation determined the guest did have inappropriate contact with a staff member. They advised that the guest was not accused based on their race/nationality. The followed standard operating procedures in the event of inappropriate contact by a guest. The local operator confirmed the police were called and the guest did not wish to file a police report. On July 31, 2025 the guest sent Viator two videos documenting part of the incident. While the videos did not show any footage of the **** it did show the guest in a verbal disagreement with a member of the staff of Coco Bongo. The second video shared shows the interaction with the customers, a staff member and local law enforcement. In this video the customers travel husband tells the police officer that there was a misunderstanding and the video ends. Based on all the information provided to Viator, Viator issued a full refund to the customer as a gesture of goodwill. An email was sent to the customer on August 4, 2025 advising the customer a full refund had been processed for their booking. 
  Kindest Regards
  Viator Customer Support

• Initial Complaint

  Date:07/29/2025

  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.

  We purchased a prepaid tour of the ************ scheduled for 7/6/25 at 2:15pm. We were there early after having lunch in the restaurant there. We walked around trying to find the tour guide and where to meet them. We attempted to call several times and spoke to someone at your company who seemed confused and not helpful which Im sure there is record of the call. We walked around trying to ask people there for about an hour before we finally gave up and left. We did not cancel anything and were very disappointed and frustrated that we were not able to go to the top of the tower. Now we are being harrassed by Viator about paying them saying that we were a no show when we were there walking around trying to find them and call them. They have very poor customer service and bad instructions. Since we did not receive services, we should not have to pay for nothing. We want our money refunded. We see that this same thing has happened to many other people as well.

  Business Response

  Date: 08/01/2025

  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: 08/02/2025

  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. 

  We will not consider this matter closed until our money has been fully refunded. We would also like this company investigated for fraudulent activities. Please let us know if there are additional agencies we can contact to report this so criminal investigations can be conducted.
  
  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,

  T. S.

   

   

  Business Response

  Date: 08/05/2025

  Thank you for contacting Viator. As perviously advised 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 ********** 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:07/27/2025

  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.

  I was promised a ride on the majestic princess with. Dancefloor , and I was given this alternative boat ride that is advertised online as $35 a ride. I requested to have my issue escalated and addressed by a supervisor or management please. The booking is booked was at pier 36 for a different boat and different pictures. This is unfair as we were not able to enjoy the cruise and are very horrified that we wasted time and effort traveling to the cruise site and was offered a far less experience than we paid for.

  Business Response

  Date: 07/28/2025

  Viator has reviewed the case. The customer has purchased 11 tickets for a NYC Skyline lights Happy Hour and Cash Bar experience for July 27. The customer has reported that the service they were provided did not correspond to the service advertised on the tour description. Viator has forwarded the refund request to the tour operator ******************, however the tour operator denied the refund request. The denial was forwarded to the customer.
  
  ********************** has processed a second review on the case and will investigate further with the tour operator regarding the customer refund request, citing the confusion regarding the different meetings points and the service provided on another boat advertised with a lower price.
  
  Viator has emailed the customer to let them know that the refund request investigation has been reopened and will advise the customer of the resolution.
  
  Kind regards,
  Viator *************

• Initial Complaint

  Date:07/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked transport through Viator. I only booked through them because they claimed this was a hotel pickup in ********* to the airport at 9:30. This was advertised falsely - the (first) bus didnt come until after 10. The a** says it arrives 30 minutes prior to the 9:30 pickup, so we were waiting for over a hour. We were then informed by the driver his bus would transfer us to the *** terminal. This is not stated in what Viator is offering and this is simply the bus anyone would normally take to the terminal. Maybe people who havent been here before wouldnt not this, Im not sure. We then had to wait an additional 45 minutes for the bus to come at 11 to take us to the airport. We could have walked or taken the bus on our own to BSI and this was not a hotel pickup and airport transfer. We wont even get to the airport until noon when we should have been there, per their own advertising, in approximately and hour and 15 minutes. What should have been a 45 minute trip with my child will take over 2.5 hours of our time in ******* and is eating into the time I rented a van for. What an absolute waste of time. Really, really disappointed in Viators deceptive advertising. I already called in and left a message as well. Working in the travel industry I will be sure to advise friends and those who seek my travel advice not to book through Viator due to their deceptive **************** of customer service. I will also note that Reykjavk Excursions (who bussed us) & the local bus service here are both great. For whatever reason, Viator sent this message to them and they notified me that the booking on Viators end was done too late, which we were never notified of. This is exclusively directed at ****************************** choice to falsely advertise transport.

  Business Response

  Date: 08/01/2025

  The Local Transfer Operator has informed they could not accommodate the customer as this reservation was made in the same date of the requested services.

  A full refund has been issued to the customer, as soon as ********************** has seen the issue with the Transfer Operator. 

  Should the customer wish to rebook any experience, they can contact Viator by replying to the emails received with the refund notification, or call Viator agents at the call center for further assistance.

  Kind Regards,
  Viator Customer Care

  
  

• Initial Complaint

  Date:07/26/2025

  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.

  We booked 3 trips with Viator durring a vacation. For all of these trips we booked and confirmed ahead of time. Two of the trips went as expected where the driver showed up early/ontime and at the location; and held some sort of a sign for us to find them. Those trips we have no problem with. For this trip in question at ***** we never met a driver. My wife, daughter, and I arrived at the location off the boat at 9:50 AM and started walking by all the drivers that were lined up near the fence. We were looking for our driver, but never found anyone. Over the next ***** minutes we talked to all the local drivers asking if anyone knew anyone associated with the Europe Journey or anyone who was looking for ***** **********. There must have been ***** drivers there, but no one knew anything about this. Other passangers were all loading up and leaving, and we were feeling like something had gone wrong, but we didnt have any access to cell phone network in ********** was cold, windy, and sprinkling that day, and our daughter is 2 years old. Between 10:15 and 10:20 decided to abandon the plans and go on a tour with a nice guy that was trying to be helpful to us in finding our driver. We are in the process of disputing the charge through our credit card. Viator is indicating that they will come after us through debt collections if we succeed. This seems to be a common threat of theirs.

  Business Response

  Date: 07/31/2025

  Viator has reviewed the case. The customer booked for a Private day trip: Split to *******, *****, local English driver experience for 3 travelers to operate on May 16, 2024. Prior to the travel date, the customer and the operator communicated regarding the pick up details and the agreed pick up details were 10:00am at the ***************** where the Norwegian Breakaway docked on this day.
  
  Viator has reviewed that the customer arrived at the meeting point at ****** and provided pictures indicating they walked from the dock towards the city as they could not locate the driver at the meeting point at 9:40. The customer advised they did not attempt to contact the operator due to not having access to cellphone network. 
  
  Viator has opened an investigation with the operator and request a refund, and the supplier has provided supporting documentation that the driver was waiting from 9:58am at the dock where the ship docked.  The operator has refused the refund request and Viator has concluded that the documentation provided by the driver supported their decision.
  
  After Viator forwarded the outcome to the customer, 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 ************************************************

• Initial Complaint

  Date:07/25/2025

  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.

  We are submitting a formal complaint against Viator (a *********** company) regarding an unresolved and unjustified chargeback case that has resulted in the withholding of funds for a service we fully delivered.We are an official supplier on Viator. On April 1st, we were scheduled to provide a tour booked under Booking Number: BR-********** by ***** *******. Our guide arrived on time at the designated location, as clearly confirmed in the customers booking. However, the customer refused to participate in the tour upon pickup, despite the service being prepared and delivered exactly as agreed.According to both our cancellation policy and Viators published refund terms, this situation does not qualify for a refund, as it constitutes a customer no-show.Despite this, the customer raised a chargeback through their financial institution. Viator informed us that the case Chargeback Case ID: ********** / ************* was being disputed on our behalf. However, it has now been more than three months, and we have:Received no proof that the case was submitted to the bank;Been given no documentation, timeline, or official case updates;Repeatedly contacted Viator and TripAdvisor, yet have received only generic replies or no response at all.Meanwhile, Viator continues to withhold the payment owed to us, despite the fact that the customer voluntarily refused the service without valid reason and in full violation of Viators own policies.We are requesting that BBB assist us in ensuring that Viator:Provides formal documentation and proof that the chargeback dispute was submitted to the financial institution;Issues a full refund to us if they cannot provide such documentation;Takes steps to improve transparency, accountability, and timely communication with its suppliers.This situation has caused direct and ongoing financial harm to our small business and raises serious concerns about Viators supplier dispute management process.

  Business Response

  Date: 07/31/2025

  Viator has reviewed that the supplier provided a detailed report of the situation to the Chargeback Team as requested via email, and the Chargeback Team has emailed the supplier back on April 9 to advise that they will now dispute the guest's claim, citing the information the supplier has provided. They also advised that the case will be forwarded to the credit card issuer as part of the process and the credit card issuer will review the details and ultimately decide the outcome. The Chargeback Team has also indicated in the same email that the time-period of chargeback settlements vary and they cannot guarantee a date of closure. They indicated they would update the supplier once the team is provided with the final outcome. The ********** team has also emailed the supplier on June 5 to advise that the team was currently awaiting the case settlement from the financial institution.
  
  Viator has reviewed that the information provided in the emails sent to the supplier indicated, with the verbiage used above, that the Chargeback Team has provided multiple updates, a timeline, and a confirmation that the guest's claim has been disputed on the same day with the information the supplier has provided. As the process is internal and strictly between the Viator Chargeback Team and the customer financial institution, the Chargeback Team is unable to disclose sensitive information to the supplier regarding the internal case.
  
  For reference, more information regarding everything the supplier need to know about chargebacks can be found on the ******************** at the following link : ****************************************************************
  
  Kind regards,
  Viator *************

  Customer Answer

  Date: 07/31/2025

  Dear BBB and Viator Team,

  Thank you for your response.

  We appreciate the clarification regarding Viator's chargeback process. However, we would like to respectfully note a few important points:

  We submitted all required documentation promptly and in full to Viators Chargeback Team. According to Viators own chargeback policy (as shared in the link provided), a resolution is expected within approximately 75 days. It has now been over 90 days, and we still have no clear outcome, nor have we received any compensation.

  The email responses mentioned by Viator (April 9 and June 5) were general in nature and did not provide meaningful updates or evidence that the case is actively progressing. While we understand the sensitivity of financial institution procedures, it remains troubling that the supplier is left without protection or transparency, despite fulfilling our obligations.

  We respectfully ask Viator to resolve this matter by reimbursing us for the service rendered, and to handle the rest internally with the customer or bank, as appropriate.

  We remain committed to working collaboratively and maintaining a professional relationship.

  Sincerely,

  OlMar Travel ******

  Business Response

  Date: 08/11/2025

  Viator has re-reviewed the case and found the chargeback case has been resolved. The record shows Viator chargeback team sent a following email on August 6, 2025.
  The funds for this booking, previously held due to the dispute, have now been returned to your account. You will see this credit applied in your next payout cycle or as a direct adjustment to your current balance.

  Kind Regards,
  Viator Customer Care

• Initial Complaint

  Date:07/21/2025

  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 was unable to be completed as caves were closed part way through the day. We were refunded 200k dong per ticket which was used to purchase a return vehicle to our hotel. I requested a credit from the booking agent to offset the disappointment of the cancellation woth refusal from them. Communications are attached.

  Business Response

  Date: 07/21/2025

  Following a thorough review of your case, Viator will continue an investigation and has notified both supplier and customer of such. 

  ********************** will follow-up directly via email with the customer regarding the findings after the evaluation of what happened during this experience. Viator has also requested any additional documentation or information that may be relevant for the procedure.

  Should the customer have any further questions or require additional assistance, please do not hesitate to contact by replying to their latest email from Viator regarding this issue.
  
  Warm Regards,
  Viator Customer Service

• Initial Complaint

  Date:07/21/2025

  Type:Delivery 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 ordered a yacht ride. Before placing the order I called to verify information about the boat. I then booked. When I arrived at the tour/ride the boat was not what was explained over the phone. There was no bathroom to utilize and it was not a yacht it was a speed boat. I tried to resolve by calling the company out of ***** and they refused to give me a refund. I didnt go on the ride and left

  Business Response

  Date: 07/21/2025

  Following a thorough review of your case by Viator, there was a prediction of the exclusion of the bathroom in the Product Description Page at: **********************************************************************************
  
  However, Viator is addressing the complaint together with both customer, and supplier, to gather further information regarding the customer's claim, so we can evaluate the refund request appropriately.
  
  Should the customer have any further questions or require additional assistance during the process, please do not hesitate to contact by replying to the latest email received by Viator about this investigation.
  
  Warm Regards,
  Viator Customer Service
  
  

• Initial Complaint

  Date:07/20/2025

  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 purchased a TripAdvisor tour for 5 people to ***** with a Hotel Pickup $785 Well, the day of the tour comes around and we arrived 15minutes early to the hotel where the ************ had confirmed in a TripAdvisor message the location and pickup time (***** P noted ******** at 7:40am). What do you know, at 7:55am, after desperately trying to call the tour company, someone picks up and I tell them that no one has come to pick up our party. The lady said, oh no, there was a mix up, we didnt have you on our pickup list. The lady said she would tell Viator to issue a refund. When there was no refund, we did a refund request, then we followed up and no response for nearly a month. Only until my credit card reach out on my behalf did *********** respond only to tell me they had to forward me to Viator help desk. Within a short while after the email from TripAdvisor, aviator wrote and said they are denying the refund with no explanation. I asked why and even resubmitted my screenshot of the pickup confirmation of pickup and follow up response that came within 5 minutes, they noted they opened a second investigation and still declined to refund me with reason. I wrote back and continued to ask why and have not heard anything. We are not rich, this $785 was out of our tight travel budget to celebrate a medical journey success. Well, we essentially gave $785 to TripAdvisor/Viator to be made a laughing stock. To this day, we have not received our refund! Completely no regard for integrity in business or human or professional business conduct . When we left negative reviews, TripAdvisor unsurprisingly took them down. Let this be a warning so others are not harmed like we were. TripAdvisor and Viator are not reputable companies, stay away! Book directly with the vendors, dont get ripped off like we did. If you work for *********** or Viator, hang your head low, your company is unethical.

  Business Response

  Date: 07/26/2025

   Following a thorough review of your case by Viator, the customer has provided additional documentation with a Review posted on the ***********'s website, where the customer has originally booked the experience. Along with the screenshots, it is possible to see the Local Tour Operator named ****, informing that this booking has never reached the Operator's system.
  
  Viator will be continuing this investigation, in order to clarify this matter with both customer, and supplier, and provide the customer with an update shortly via email.
  
  Warm Regards,
  Viator Customer Service
  

  Customer Answer

  Date: 07/26/2025

  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 has been clear from the beginning that I am owed a refund due to an error from the operator and the lack of a refund commitment in this response via BBB from Viator is another attempt to stall. My original request for the refund  goes back to June 19th and I have had 2 responses from Viator on July 10th, both messages denying me the refund and both messages were not accompanied with a rationale for why they were not able to provide a refund.

  The only acceptable response is a confirmation that Viator has issued the full refund and the refund transaction has been placed to my credit card original form of payment.

  Regards,

  *****

   

   

  Business Response

  Date: 07/28/2025

  Viator confirms the full refund for the customer in this reservation, after approval from the supplier's review of the additional documentation provided by the customer. 
   
  Should you have any further questions or require additional assistance, please do not hesitate to contact Viator.

  Kind Regards,
  Viator Customer Care

  Customer Answer

  Date: 07/30/2025

  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 # ********.

  I do not see any refund transaction to the credit card nor did I receive an email confirming the refund.

  Please send confirmation of the refund.

  Business Response

  Date: 08/05/2025

  Thank you for contacting Viator, 

  Please be advised Viator customer service sent an emial to **************************** in July 27, 2025 informing the customer a full refund had been issued for the customers reservation. ********************** customer service as send a secondary email to **************************** on August 05, 2025 confirming a full refund has been provided and Viator has also provided a tracking number so the customer may follow up with their bank. 

   

  Kindest Regards
  Viator Customer Support 

   

• Initial Complaint

  Date:07/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 16, 2025 we had a ************* tour booked through Viator and the company running the tour was VIP Ontario tours. I paid $427.86 for 4 tour tickets including boat passes and maple syrup tasting. The itinerary given to us by Viator informed us to be at the ************** location at ********************* at 830am. We arrived around the location at *********. We asked the drivers and busses all around and were unable to find our tour bus. I went into the hotel around the corner and found a VIP Ontario tours representative. He contacted dispatch and were able to get us in contact with a woman from VIP Ontario tours whom put the 4 of us on a shuttle to drive few minutes away to put us on the main tour bus. There also was 2 other people whom shuttled with us at ********** so they must have had the same itinerary information as we did. During the ride to *************, I received a text for 3 boat passes instead of 4. I contacted Viator and VIP Ontario tours to find out someone accidentally entered 3 in the system instead of 4. Once at *************, the bus driver had to go to the boat ticket booth to get passes for us 4 as well as the other 2 customers. Didn't think more wrong until near the end of this tour when we were supposed to enjoy maple syrup tasting but instead had to deal with wine tasting. After chatting with the driver and spending most of my ride back to ******* on chats with Viator, I am certain that VIP Ontario tours put the 6 of us a wine tasting tour instead of the one we paid for which was tickets for the ************* boat plus and maple syrup tasting. On WhatsApp, I requested refund. They asked if I wanted full refund but I said 50% would be sufficient since we did do a tour eben though definitely the wrong one *** very stressful one. Viator submitted request for refund to VIP Ontario tours and they refused. At this moment, they put blame on us for not being on time which is wrong. I now require full refund for their mistakes.

  Business Response

  Date: 07/26/2025

  
  Following a thorough review of your case, Viator could investigate the information provided by the customer, together with the Tour Operator.
  
  The Local Tour Operator VIP Ontario Tours has provided clarification regarding this experience. One of the Operator's tour guide, running a different tour from the ************************** contacted the ********************** after locating the guest in the hotel lobby.
  At that time, guests were not standing at the designated pickup location, as confirmed by verbal communication, written logs, and available camera footage. This is also why their Tour Guide reached out to their officeto help locate Mr. ********** as guest was seen with a different tour group.
  
  While this would normally result in a missed tour without eligibility for a refund, as a gesture of goodwill, the Operator promptly arranged for them to join another tour group that offered the exact same experience they had originally booked. Under this circumstance, the Operator rushed one of their agents to meet with the guests, coordinate the new tour and wait until guests were checked in with the new accommodation.

  VIP Ontario Tours did this to ensure the customer was still able to enjoy the full value of the tour, otherwise, the experience would be missed. 

  Given that the service was fully delivered and the circumstances were due to guest positioning rather than any failure on the Operator's part, Viator was unable to approve a full refund in this case. However, a partial refund as a goodwill gesture by Viator, representing 10% of the booking value was processed to the customer, due to the discomfort the customer has gone through.

  ********************** feels that all avenues have been thoroughly investigated.  As such, Viator is unable to revisit this final decision.

  Warm Regards,
  Viator Customer Service
  

  Customer Answer

  Date: 07/26/2025

  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 do not agree with the details given in this response.   I have provided my ****** maps location that clearly shows that my family and I were at the ************** Hortons at 821 am and in search of our tour guide or tour bus.  As well, I have provided all of the communications that were sent to me by Viator regarding this tour.  It clearly shows that we were instructed to be at this ***** at ********** for an 830am departure.   We searched around and asked every bus driver at this location as well as around the corner if we were at the right tour location for VIP Ontario tours.   In a panic since it was 830am and we had not found our tour bus yet, I ran into the hotel and found a representative for VIP Ontario tours whom contacted the other representative to arrange for us to get onto a bus.  At no time did anyone explain what happened nor what went wrong.  As well we were not the only group with this scenario.  2 other people on our same tour had a similar experience and also were taken for the ***** location to this other tour bus.  Viator was the only company to give details to be at ********** for 830am departure.   I am very diligent for time management and if we had ever been informed that departure was 815am and to please arrive early as stated by VIP Ontario tours, then I would have made 100% sure my family and myself were at the ************************'s location around 8am.  But this did not happen and we had until 830am as proven by the Viator Booking intiniery I provided.   I am tired of being blamed for doing anything wrong.  If Viator gave me incorrect information on the itinerary then they should provide me with my expected refund.  And to respond that VIP put us on the exact same tour bus is incorrect as well.  Again and provided by me my itinerary was for boat tickets and maple syrup tasting.   The bus we were put on was not for the boat experience as again proven by my attachments.   And then we ended the tour with wine tasting so I asked the driver what happened to the maple syrup tasting we paid for and he said that was a different tour.   So again I request full refund for being given the wrong information, being put on the wrong tour bus experience,  and all of the extra stresses involved throughout the day contacting Viator and VIP Ontario tours on the phone and WhatsApp.   I feel i have done nothing wrong but seems all of the blame has been placed on my family and myself unjustly.   Please submit the remaining 90% refund due to all of the information i have already provided in regards to this entire terrible experience.   

   

   

  Business Response

  Date: 07/28/2025

  Viator understands that this may not be the most favorable resolution to the customer; however, as previously advised in this complaint, all avenues have been thoroughly investigated.  As such, Viator is unable to revisit this final decision.

  Warm Regards,
  Viator Customer Service

  Customer Answer

  Date: 07/29/2025

  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 do not agree with the details given in this response. I have provided my ****** maps location that clearly shows that my family and I were at the *********************************** at 821 am and in search of our tour guide or tour bus. As well, I have provided all of the communications that were sent to me by Viator regarding this tour. It clearly shows that we were instructed to be at this ***** at ********** for an ***************. We searched around and asked every bus driver at this location as well as around the corner if we were at the right tour location for VIP Ontario tours. In a panic since it was 830am and we had not found our tour bus yet, I ran into the hotel and found a representative for VIP Ontario tours whom contacted the other representative to arrange for us to get onto a bus. At no time did anyone explain what happened nor what went wrong. As well we were not the only group with this scenario. 2 other people on our same tour had a similar experience and also were taken for the ***** location to this other tour bus. Viator was the only company to give details to be at ********** for 830am departure. I am very diligent for time management and if we had ever been informed that departure was 815am and to please arrive early as stated by VIP Ontario tours, then I would have made 100% sure my family and myself were at the ************************'s location around 8am. But this did not happen and we had until 830am as proven by the Viator Booking intiniery I provided. I am tired of being blamed for doing anything wrong. If Viator gave me incorrect information on the itinerary then they should provide me with my expected refund. And to respond that VIP put us on the exact same tour bus is incorrect as well. Again and provided by me my itinerary was for boat tickets and maple syrup tasting. The bus we were put on was not for the boat experience as again proven by my attachments. And then we ended the tour with wine tasting so I asked the driver what happened to the maple syrup tasting we paid for and he said that was a different tour. So again I request full refund for being given the wrong information, being put on the wrong tour bus experience, and all of the extra stresses involved throughout the day contacting Viator and VIP Ontario tours on the phone and WhatsApp. I feel i have done nothing wrong but seems all of the blame has been placed on my family and myself unjustly. Please submit the remaining 90% refund due to all of the information i have already provided in regards to this entire terrible experience.   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,

  *****