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:09/18/2025

  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 a Whale Watching Tour in ********* through Viator/TripAdvisor as part of my honeymoon for $571.98 USD. The listing did not disclose the significant physical requirements or safety risks involved. During the excursion, the following occurred:The guide required us to swim over 300 meters in open, rocky ocean conditions without prior disclosure. Life jackets provided were flimsy and did not support body weight, creating serious safety risks.The guide was verbally abusive, telling participants to hurry the f*** up and mocking my swimming. This conduct was unprofessional, hostile, and humiliating.The guide forced guests to sit on the boat for an extended period while he engaged in a confrontation with another tour group, placing us in an unsafe and uncomfortable situation.These conditions were dangerous, misrepresented, and distressing, falling far below the standards a reputable company should endorse. After filing a complaint directly with Viator, I received a denial with no acknowledgement of the safety issues or misrepresentation. Or any offer of reimbursement/how to make things right on their end.

  Business Response

  Date: 09/29/2025

  Viator has reviewed the case. The customer made a booking for Whale Watching Tours in *********. The listed rate was USD ****** for 2 people for the travel date of September 10, 2025.
  
  On September *******, customer sent a direct message to the local tour operator stating "Thank you again for a great tour yesterday. We were wondering if you could send us the videos you took yesterday when you have time. Thank you again!"  There was no complaint sent to the local tour operator.
  
  On September *******, customer requested a full refund stating the safety issue and the tour guide's rude manner. Viator has followed up on the refund request, but the local tour operator didn't agree on refund. The local tour operator advised the experience has strict safety measures and they have confirmed they have followed all the operational procedures to ensure the safety of all the passengers, including providing life jacket and equipment meeting safety standards.  Regarding the guide's manner,Viator has forwarded customer's feedback to the relevant department to investigate. Even though the local tour operator denied refund, Viator has processed 10% refund which is USD57.20 to customer as a gesture of goodwill.
  
  Kind ************************************************

  Customer Answer

  Date: 09/29/2025

  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. 

  Viators response misrepresents the situation and does not address the core issues of safety, misrepresentation, and unprofessional conduct.
  Post-Tour *****************start="752" data-end="755">It is true that I sent a polite message to the operator immediately after the tour. This was not a reflection of my true experience, but rather an attempt to receive video the operator promised, which he never sent or responded to. Like many travelers, I was still processing the experience and did not want to escalate conflict with someone who had just put me in multiple unsafe situations. My later, detailed complaint to Viator reflects the reality: the tour was unsafe, distressing, and not what was advertised.

  Lack of ********************start="1239" data-end="1242">The booking page only vaguely stated that travelers should have a strong physical fitness level. At no point before booking was it disclosed that we would need to swim over 300 meters in open ocean conditions in flimsy life jackets that did not provide proper flotation support. I never received the two-page safety requirements the operator later referenced. This is a clear case of material non-disclosure.
  
  Unsafe ********************start="1689" data-end="1692">Despite Viators claim that safety standards were met, my lived experience says otherwise. As an experienced swimmer, I was struggling to stay afloat in the open ocean as were other guests, one of which was a police officer. Guests were left behind while the guide swam well ahead looking for whales. Life jackets were inadequate, and the situation was frightening and dangerous. Life jackets provided did not provide flotation. 

  
  Unprofessional *****************start="2044" data-end="2047">The guide repeatedly cursed at and demeaned guests, saying things such as hurry the f*** up and mocking me for my swimming ability. On the return trip, he stopped the boat for nearly an hour to berate another tour operator, leaving us in a vulnerable and unsafe position. None of this aligns with the standard of care Viator should endorse.

  
  Liability:
  Viator is the entity that charged me directly and represented this tour under their brand. They cannot pass full responsibility to a local operator when their role is to vet, advertise, and sell safe experiences. By continuing to partner with providers who misrepresent safety requirements, Viator assumes liability.
  

  Refund:
  The partial refund of $57.20 does not adequately resolve the unsafe, misrepresented, and distressing nature of this excursion. I continue to request a full refund of $571.98.
  This was my honeymoon a once-in-a-lifetime trip and instead of a safe and memorable excursion, we were subjected to a dangerous, unprofessional, and wholly unacceptable experience.

  
  Regards,
  Chelsea 

  Business Response

  Date: 10/07/2025

  Viator has reviewed the customer rejection to the offer and proceeded to a further review of the case.
  
  As indicated to the customer via email, ********************** has concluded that the operator, Tohora Bora Bora, has followed all the operational procedures to ensure the safety of all the passengers.
  
  The customer feedback has been reported to ********************** Supplier Support who has investigated the situation with the operator.
  
  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: 10/07/2025

  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. 

  Thank you for the update.

  
  I appreciate that Viator has conducted another review; however, their response does not address the core issue of my complaint. The problem was never about the operators operational procedures, but rather about Viators lack of accountability, false advertising, failure to disclose trip requirements, unclear safety measures (claimed to have life jackets but the life jackets provided were not floatation devices and wouldn't pass as safe life jackets in the *************), communication, and customer support following my booking and subsequent dispute.

  
  Viator has repeatedly deflected responsibility to either the operator or my financial institution rather than providing meaningful assistance or resolution. I initially reached out directly to Viator multiple times seeking helpwell before filing a chargebackbut received delayed and dismissive replies that failed to acknowledge or investigate the specifics of my experience.
  Now that Viator has stated they cannot assist further, I will proceed with my financial institutions investigation. However, I believe this case highlights ongoing customer service and accountability issues on Viators part, which should be noted in their BBB record.
  Thank you for your continued attention to this matter.
  
  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,

  Chelsea

   

   

• Initial Complaint

  Date:09/18/2025

  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.

  Purchased airport transfer from ****** to hotel. Was notified by Viator the day before that there was a taxi strike and I was entitled to a full refund unless I wanted to pay more (30 Euros more). I agreed pending confirmation that I would really get picked up. I sent messages trying to confirm but got no response. I chatted with Viator and they could not reach the tour operator either but they gave me his phone number. I called and texted several times with no response. Due to no confirmation and the tour operator not even answering the phone or replying to a text, I attempted to cancel but again, no response. The tour operator was NOT at the airport holding a sign with my name (as promised). We waited more than 30 minutes while organizing another ride and he never showed up nor replied to calls/texts. **************** at ********************** has been abysmal and although one agent (******) promised me a refund, it never happened. Instead, I got another email denying a refund. I believe I was scammed by Viator.

  Business Response

  Date: 09/22/2025

  Viator has reviewed the case and reached out to the local tour operator. The local operator stated that due to a taxi strike on 9 and 10 of September, regular taxi service would not be available for two days on the tour date. 
  
  The operator advised they can provide minivan transfers only, with an additional cost of 30 or the Customer may cancel and recieve a Full refund. 
  
  The customer stated yes please continue with the minivan transfers for an additional 30 EUR. 
  
  The local tour operator  confirmed the transfer and the Customer was forwarded the confirmation.
  
  This was taken care of before the Customers  ****** flight arrival time. 
  
  As the Customer agreed on the local tour operators message  a refund will not be provided for this activity.. 
  
  

  Customer Answer

  Date: 09/22/2025

  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.

  I reject the response. Viator keeps focusing on the events from 9/8 despite my documentation from 9/9. I agreed to pay additional  on 9/8 expecting a confirmation which never came. The morning of my travels, I continued to try to get confirmation with no avail. The documentation attached proves that the tour operator never answered my request for confirmation either via a text or phone call (WhatsApp even shows that there was no answer by phone). I chatted with a Viator representative on the morning of 9/9 as well and they attempted to contact the tour operator but could not. It is a reasonable expectation to expect a confirmation and/or communication from the tour operator (especially during a taxi strike). As well, with no communication, the tour operator should have been there to pick me up which he was NOT. We waited at least 30 minutes and then had to arrange for another ride wihich took another 20 minutes or so. We waited for close to 50 minutes and he never showed. He didn't confirm our ride nor my request to cancel given that he had not confirmed. Once again, it is reasonable to expect a confirmation.

  
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 10/08/2025

  Viator proceeded to a further review of the case.
  
  The customer reached out to ********************** **************** via Livechat on the day of the service at 12:24pm, four hours prior to the expected pick up time. As the **************** Representative was unable to connect with the local tour operator Athens Transfer via phone call, Viator emailed the operator to request the transfer confirmation. The operator replied to Viator email and the transfer confirmation was emailed to the customer at ****** via email, three hour prior to the expected pick up time.
  
  The customer advised that at ****** that as they have not received a confirmation from the operator directly, they requested to cancel this service and requested a refund. The customer also messaged the operator directly via the Viator Messaging Platform to advise that they are cancelling the service. As such, the driver did not wait at the pick up point for the customer. As the cancellation was requested within 24h of the service time, Viator advised the customer that no refund could be issued 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 ************************************************

  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. 

  [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.]
  
  I will not accept resolution unless Viator agrees to refund. It is true that I have also disputed the charge with my credit card company. 
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:09/12/2025

  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 recently booked a day tour in *****, ****** through Viator, Inc. However, only 10 hours before the scheduled trip, the local tour operator changed the pickup location from our hotel lobby to the security gate, requiring us to walk 15 minutes in the dark before sunrise. This last-minute change raised serious safety concerns.I contacted Viator immediately, and their agent acknowledged the issue, stating that the cancellation was valid due to the lack of sufficient notice and the potential safety risk. I have screenshots of this conversation as proof.The Viator agent assisted in submitting a refund request and assured me that if the tour operator declined the refund, Viator would escalate the matter as the issue was clearly on the operators end.However, Viator has since gone back on their word. They are now refusing to issue the refund and have stopped offering supportcompletely ignoring the previous agreement and their own agents promises.

  Business Response

  Date: 09/18/2025

  Viator has reviewed the case. The customer placed a booking on September 5, 2025 for a Chichen Itza Ik kil and Suytun Cenote Tour from ****** with a travel date on September 7, 2025. The customer selected a pick up from the hotel "************************, ****************** Km. 16.5" for this tour. As confirmed by the tour details set by the operator of this tour, Best Cancun Experience, the hotel ************************ is eligible for a pick up.
  
  The local tour operator has reached out to the customer the day before the tour to let them know that the pick up would take place outside of the ************************ hotel security gate, which is a 15 minute walk from the customer hotel lobby. The customer advised to the operator that they would not be joining this tour as they do not wish to walk this distance from their hotel lobby in the early morning of their tour. The customer reached out to ********************** and ********************** requested a refund to the operator on behalf of the customer. The operator denied the refund request and the outcome was forwarded to the customer.
  
  ********************** proceeded to a further review on the case on September 18, and has processed a full refund to the customer on this booking as the pick up location selected at the time could not be accommodated. The customer has been notified by email of the refund details.
  
  Kind regards,
  Viator *************

  Customer Answer

  Date: 09/18/2025

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

• Initial Complaint

  Date:09/11/2025

  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.

  Date of transaction: 9/9/25 Amount of money paid: $98.00 Business committed to provide: Tickets for tour Nature of dispute: I was emailed a 10% discount code today 9/11 for the booking I purchased on 9/9 and the company refused to apply such code.I contacted the company today and requested the issue be resolved but the refused. The email I received advertising the discount was sent to me directly for the same exact booking.

  Business Response

  Date: 09/12/2025

  After reviewing the customer's attempt to communicate with **********************, on the 11th September 2025 via ******** chat, the customer did not provide any promotional code, nor explained where the discount request came from. 

  For such scenarios, Viator encourages customers to provide any detail of previous communication, or promotional notification they received with Promotional Codes, offers, and others, in order to clarify their requests.

  Viator has therefore provided the customer with 10% refund for their reservation BR-**********, and notified the customer via email directly to the email address used to place the booking. 

  Warm Regards,
  Viator Customer Service
  

  Customer Answer

  Date: 09/12/2025

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

• Initial Complaint

  Date:09/11/2025

  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 Viator airport transfer from ************** to my hotel on Sept 9, 2025. Upon successful booking, I reached out to the tour operator to confirm and he followed up with a phone call, informing me that I would need to pay an extra 30 euros for my group because I had four people. This was not mentioned anywhere in the listing and is extremely misleading. When I expressed concern, the operator mentioned they would speak to Viator to cancel the booking. However, this did not happen and I reached out multiple times to the operator (please see attachments of conversation) and was left with no response from the operator. This service/transfer was never completed and I never received a response back or the actual service from this operator.

  Business Response

  Date: 09/21/2025

  Viator has reviewed the case. The customer purchased a Athens Airport Private Arrival Transfer for 4 travelers on September 9, 2025 and communicated with the local tour operator, Athens Transfer, regarding the transfer details.
  
  The customer reached out to ********************** on the day of travel as they have been informed that the local tour operator requested an additional charge for a larger vehicle to fit all the passengers on the booking, and the customer requested a cancellation and refund of the booking as they did not wish to pay the additional charge. Viator forwarded the refund request to the tour operator Athens Transfer and the tour operator denied the refund request. Viator forwarded the refund denial to the customer.
  
  ********************** has processed a further review on the case and concluded that the additional charge requested for the transfer service was not valid. As such, Viator has processed a full refund of USD ****** to the customer. The customer has been notified via email regarding their refund status.
  
  Kind regards,
  Viator *************

  Customer Answer

  Date: 09/24/2025

  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:09/10/2025

  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 purchased a 7 hour tour through Viator. The tour was advertised to include visits at multiple sites. The tour was not completed as advertised in the tour description and itinerary on the Viator website. The tour was shortened and part of the itinerary was completely skipped. Viator has refused to honor my refund request. The tour operator stated that our cruise ship arrived late, which is not even true. One the attachments to this complaint shows a text to the tour operator indicating that we actually arrived early. The tour operator also argued that there was a group decision to return to the port early. This is not true either. Other passengers who paid for a different tour (which was shorter), were joined to our combo tour at no extra cost to them. These passengers are the same people that insisted on returning to the port early, causing our combo tour that I paid full price for, to be cut short. These same passengers also delayed our start, as they were the last passengers to arrive for departure.

  Business Response

  Date: 09/16/2025

  Viator has reviewed the case and reached out to the local tour operator. The local tour operator stated the tour took place normally and during the stay in the lagoon the passengers of the ship tour requested to return early to the port. Since it was a decision of the group to cut 30 minutes of the visit, the local tour operator didn't agree on refund. However, Viator has issued 50% refund which is USD ****** as a gesture of goodwill and notified customer about the refund as of September 13, 2025.
  
  Kind Regards,
  Viator Customer Care

  Customer Answer

  Date: 09/16/2025

  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 is relying on a tour operatorathat is giving them false information. At the very least, I can say that there was no inquiry to me as to a willingness to cut the tour short. I am aware of the fact that 2 people who were together alongside and did not pay for the same 7 hour tour, did in fact request to end the tour early. Their request was honored without regard for thr fact that there were other people in the group who had actually paid for the full tour. At the very least, the tour operator should not be combining tour groups if everyone is not in agreement to join for the ENTIRE tour that the higher paying guests have purchased.

  [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: 09/22/2025

  Viator has proceeded to a further review of the case. The customer initially contacted ********************** and the local tour operator to request a 50% refund on this booking, which corresponds to an amount of USD ******. 
  
  While the local tour operator denied the refund request and the decision was forwarded to the customer on September 10, the case has been escalated to the *************************************** The *************************** reviewed the case and processed a 50% refund on the booking on September 11, for the amount of USD ******. The customer has been notified via email that their refund request has been approved.
  
  Kind ************************************************

• Initial Complaint

  Date:09/10/2025

  Type:Order 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.

  They are selling tickets with a scam business that does not send tickets to the events. they are not willing to assist in resolving the issues for the tickets they are selling to.

  Business Response

  Date: 09/12/2025

  Viator has reviewed the case. The customer made a ************* Direct Entry Ticket booking on September 9, 2025. On the travel date of September 10, 2025, the customer reached out to ********************** asking for the actual ticket, and Viator has contacted the local operator. As the local operator failed to provide the ticket to customer in timely manner, a full refund of USD100.00 has been processed on September 11, 2025.
  
  Kind Regards,
  Viator Customer Care

• Initial Complaint

  Date:09/10/2025

  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 paid ahead of time for a excursion for 9 individuals to see **** , the tour guide was rude and didnt explain anything about the sites we were supposed to see , in their website , only got to see a few sites , told us we took to much time , on the spots he dropped us off , we had ask people that walking around about the sites , was driving like a mad man was reaching speeds up to 140k , when you asked something, wont really answer you and gave a attitude

  Business Response

  Date: 09/12/2025

  After reviewing the customers inquiry, it was verified that the local supplier denied refund stating their driver is not a tour guide as described on the product page - The tour includes only Audioguide. The local tour operator has also advised the speed limits in ***** is 135km per hour and the driver respected it.  However, Viator has issued 10% refund to the customer for the amount of USD ****** as a gesture of goodwill.
  
  Kind ************************************************

• Initial Complaint

  Date:09/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Viator charged me $229.67 for two tickets to Reserved Access Top of the Summit by lift at the ************ in *****, ****** on September 3, 2025.They only took us to the 2nd Floor.(2nd Floor tickets sell for $52 per person.)Viator needs to issue $125 USD as a refund.Several calls, emails, and WhatsApp messages with Viator have not resolved the issue.

  Business Response

  Date: 09/10/2025

  Viator has reviewed the case. The customer purchased two tickets for a Eiffel Tower Dedicated Reserved Access - Summit Access by Lift option. The travel date was September 3 and the total amount of the booking was USD 259.96.
  
  As the ******************* was closed on the travel date, the experience was modified to a Eiffel Tower Dedicated Reserved Access - Second Floor only option. The operator has processed a partial refund of USD ***** on this booking due to the change of tour option. The operator has denied offering a greater refund.
  
  As the customer contacted ********************** for a greater refund on this booking, Viator proceeded to a second review of the case and of the pricing at the time of booking, and has processed an additional partial refund of USD 125 on this booking as requested. The customer has been notified of the partial refund via email.
  
  Kind ************************************************

  Customer Answer

  Date: 09/10/2025

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

• Initial Complaint

  Date:09/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally request a full refund of over $500 due to a mismanaged reservation (#**********) that resulted in me paying out of pocket for a duplicate service.Key facts:Viator confirmed my booking change to accommodate more guests.The host informed me they received no updated booking or funds from Viator.I provided proof (screenshots, WhatsApp messages, call records) to both the host and Viator.Viator referred me to another company the day of the tour, and I was forced to pay again.Despite following up consistently, Viator has refused to resolve the issue.This is unacceptable. I followed all procedures and maintained constant communication. The failure lies in Viators coordination with the host and handling of my funds. I demand a full refund immediately.If this is not resolved within 5 business days, I will be filing disputes with my credit card provider and lodging a formal complaint with:The attorney general The *** Trustpilot / ***************************************** I expect a resolution without further delay. Attached are all relevant documents for your reference.

  Business Response

  Date: 09/10/2025

  Viator has reviewed your booking. Our records indicate that you cancelled booking BR-**********, Private *********** Pontoon Charter with Inflatables, on July 30, 2025. The reservation method for this booking was Reserve Now Pay Later. As we did not collect the payment at the time of the cancellation, we did not charge you for this booking.
  

  Kind Regards,

   Viator Customer Care

  Customer Answer

  Date: 09/24/2025

  I was charged for a reservation through Viator, but the booking was rescheduled in order to correctly reflect the number of people in our party. In doing so, the customer service *** booked it for 8/3/25 since it wouldnt let him book 8/2/25 then he manually changed to 8/2/25 which shows on my account and is the correct date. As a result, the tour company had us booked for the incorrect date they showed 8/3/25 which was not correct and was unable to accommodate us when we showed up on the correct day. Because of this error, we were unable to attend the activity and are requesting a full refund. See attached proof. 

  
  
  Regards,

  *********

   

   

  Business Response

  Date: 10/07/2025

  
  Viator has reviewed the case. The customer is referring to the booking with the booking reference BR-**********. The customer placed this booking for a travel date of August 3 and our **************** Agent amended the booking to August 2 immediately after booking. Due to a miscommunication with the local tour operator, Emerald Island Charters, the operator did not receive the change of date.

  
  The customer reached out to ********************** **************** to request a refund and ********************** forwarded the refund request to the operator. The operator denied the refund request as they accommodated the customer for the boat tour. The outcome was forwarded to the customer.
  
  The customer advises that they paid the operator again on the travel date to attend the tour. However, the customer has now initiated a chargeback with their financial institution and Viator cannot assist the customer further and investigate with the operator 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: 10/07/2025

  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. 

  that is a load of bull c*** there is no reason you cant assist now. Im just being proactive instead of just waiting on my bank. You had plenty of communication you consistently lie like saying my reservation was canceled and I wasnt charged throughout this complaint. You cant keep your story straight. The person did not take care of us. I have the text messages to prove it. I also reached out to you the same day, which you have verification of through WhatsApp if the tour guide is claiming they took care of us, lets see a picture of us on their boat, but guess what they cant confirm it or prove it because they never accommodated us. They pass us off to another company.
  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,

  *********