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:07/18/2025

  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.

  I booked a sailboat trip through Viator on June 20 for July 5. One of my party indicated they could not be on a sailboat because of *************** and we needed to book something more stable. I cancelled the same day. I received a cancelation confirmation from Viator. THis was suppose to be a reserve and pay later. The next day they charge me $928.20. I immediately contacted them with no response. A few days later we booked a new boat trip on a big boat and paid for and did that on the same date we had originally booked July 5. When i returned to the ** i followed up and have been given the runaround including you never paid ( sent the credit card statement to confirm to you never cancelled (sent their cancelation confirmation email) to simply no reply other than we are not refunding your money with no explanation. I keep going in circles trying to get someone to refund my money.

  Business Response

  Date: 07/21/2025

  Viator has reviewed the case. The customer has placed two duplicate bookings for the Egadi Sail Boat Tour to Favignana and Levanzo from ******* experience for a total of USD ****** each. The duplicate booking was placed with an Apple Pay id encrypted email address, hence why the customer was unable to locate this duplicate booking on their account and unable to cancel it from their account.
  
  ********************** has confirmed to the customer that the initial booking was not charged to the customer. The customer was left with another charge of USD ***** and enquired Viator regarding this charge. Upon investigation, Viator has located the charge and has processed a full refund of this duplicate booking. The refund was processed on July 16, the customer was notified on this date that refunds may take 3-7 business days to appear in the customer account depending on the customer's bank or financial institution. ********************** has also emailed the customer on July 21 to provide a clear explanation of the status of the customer's bookings, charges and refunds.
  
  Kind ************************************************

  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 accept their response as they indicated 3-7 days for a return of my money and there is still nothing.  Again, nothing.  They are not taking care of this.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 08/04/2025

  Viator has reviewed the case. As indicated in the initial response, Viator has located the charge and has processed a full refund of this duplicate booking. The refund was processed on July 16. The customer has reported on July 29 that they still haven't received the refunded amount and Viator provided the customer with a confirmation this refund was processed on July 16, along with the unique Acquirer Reference Number. This number can be used as a tracking value for a customers bank to find a missing refund and we recommend the customer to check with their bank with the Acquirer Reference Number provided in Viator's previous email.
  
  Kind ************************************************

• Initial Complaint

  Date:07/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked tickets for the American DreamWorks Water Park through ***, a company I have trusted for many years due to their discounted travel services. This was the first time I used AAA to book an activity (an amusement park), and I later discovered that AAA fulfilled this booking through a third-party vendor called ************************* no point during the transaction did AAA or Viator disclose that Viator is an international company based in the **************, or that the payment would be processed through a UK-based financial institution. As a result, my ********* charged me an international transaction fee, which I had no reason to anticipate given that the reservation and service are both within ******************After noticing the international charge, I contacted both AAA and Viator. *** representatives were unable to assist me, stating that the booking was handled by Viator. I then contacted Viator several times. Unfortunately, their customer service has been extremely unhelpful. I was disconnected multiple times, and even when I reached a supervisor named *****, no one could explain why the transaction was processed internationally. They simply told me to contact my bank, which I had already ******* bank confirmed the fee was correctly assessed because the transaction was routed internationallynot due to any issue on their end.Lack of transparency: Nowhere during the booking process was it made clear that Viator is a foreign entity or that international processing would occur.Poor customer service: *********************** representatives were not only unhelpful but disconnected repeatedly without providing answers.Desired Resolution:I am requesting a full refund of the international transaction fee I was charged, or a full refund of the booking itself if that cannot be accommodated. I also believe Viator (and AAA, as their partner) should be more transparent about international processing to avoid misleading U.S. consumers in the future.Sincerely,******** *******

  Business Response

  Date: 07/19/2025

  Viator has reviewed the case. The customer placed a booking on July 15 for am American Dream DreamWorks Indoor Water Park Ticket experience for a total of USD 345. The customer bank or payment card company may charge fees, resulting in differences between the amount displayed through the Platform, and the final amount charged to the customer. It may be worth reviewing ********************** Terms and Conditions (available at *****************************************************************) and the Payment Processing section 14.1 that reiterates "Under these Terms of Use, the payment processing services for the Services provided are provided by Viator Limited, ********************, Viator, Inc., or Viator *******************. The registered office address of Viator Limited and ******************** is ****************************************************************.".
  
  As the payment for the customer reservation was processed by a payment processor system located in ******, some international fees can apply. This section regarding processing payment was present on the Viator Terms and Conditions to which the customer consented when placing this booking. As such, Viator is unable to offer a refund on the international fees processed by the customer bank.

  ********************** strive to provide a high level of ***************** and ********************** would like to apologize for the inconvenience caused by the confusion in communications from **************** agents. ********************** take customer concerns seriously and continuously work to enhance the quality of the ****************s.

  Kind regards,
  Viator Customer Care

• Initial Complaint

  Date:07/16/2025

  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 purchased Notre **** guided tour tickets instead of obtaining free tickets from site.The tour coordinator never showed and when the tour guide showed he could not get into office to obtain headsets. We waited in hot sun for 25 minutes hoping the Coord would show up to open store but this did not happen. Although we were allowed access to(which would have been free anyways) we did not receive guided tour and guide told our group we would receive a full refund.Viator offered to give a 10% refund but told them this was unacceptable since they took our money and did not receive service and offered no reason for the decision . They now said their decision is ******** group paid $412.15 for 5 people for something we could have received for free.

  Business Response

  Date: 07/17/2025

  Viator has reviewed the case. The customer made a booking on June 28, 2025 for Experience **********: Interior Tour with Cathedral Access. The listed rate was USD ****** for 5 people for the travel date of July 1, 2025.Customer initiated the refund request on July 9 stating the tour guide could not access the company office to get headphones, and he said customer would receive refund. On July 11, Viator received a response from local tour operator denying refund due the tour went as planned and advised to check other bookings. On July 12, Viator has sent an email to customer based on the refund denial message from the local tour operator. As Viator received customer's pushback on July 13, ********************** has issued 10% refund which is USD41.22 as a gesture of goodwill. Viator has also checked 3 other bookings for the same tour/same date/same time, but no issues or complaints found on those 3 bookings.
  
  Kind ************************************************

  Customer Answer

  Date: 07/17/2025

  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 looking into this matter.  However the. tour did not go as planned.  Without headsets it was not guided.  Tour operater said we would get a refund.  The tour guide can confirm 

   

  
  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: 07/21/2025

  Following a thorough review of your case by Viator, this reservation's records indicate that a resolution has been provided to the customer.

  ********************** has requested additional information to the customer, since the Tour Operator has confirmed this experience took place as per scheduled without any issues. Viator has also confirmed that other reservations for the same experience and the same date were provided and no similar complaints or issues were raised.
  
  Viator has therefore provided the customer with a 10% refund as a goodwill gesture. 

  Viator apologizes for any inconvenience caused and appreciate the customer's understanding in this matter. ********************** understands that this may not be a favorable resolution; however, it feels that all avenues have been thoroughly investigated.  As such, Viator is unable to revisit this final decision.

  Warm Regards,
  Viator Customer Service
  

  
  

• Initial Complaint

  Date:07/15/2025

  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 have been on the phone with Viator and the provider of the service all day wanting to cancel due to poor service and lack of communication. I am trying to transport 12 people from the *********** in ****** *****. The provider has been unresponsive and do not answer the questions when asked. I asked to cancel the reservation this morning and they still have not done so by 5pm today. so i call again and they tell me it has to be within 24 hours. I said its July 15, and i will not use the service until July 17th. They said we are going by Italy time. I booked this in ******* on American time and they have been playing games and do not want to refund my money. They are very dishonest, and no one should use their service. I have a screen shot that states I can cancel today and get a full refund.

  Business Response

  Date: 07/17/2025

  Viator has reviewed the case and verified all 3 bookings have been cancelled with full refund as of July 15, 2025. The emails notifying about the cancel/refund have been sent to customer already. The refund details are as follows;
  
  BR-1231396337 Full refund of USD139.60 has been processed.
  BR-1231397889 Full refund of USD139.64 has been processed.
  BR-1231398369 Full refund of USD139.64 has been processed.
  
  Kind ************************************************

• Initial Complaint

  Date:07/15/2025

  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 tour via viator for my recent trip to ********, tour was supposed to be 8hrs long and was supposed to include: lunch, access to house museum tour, amulet with ancestral blessing, entrance to mud volcano, a coconut water, musical immersion and dance, tasting to typical candies visit the house of natural medicine , we only visited the mud volcano because the road was closed to the next location, my tour was only 2 hours, i asked for at least a partial refund I paid $390 for 2 people and being i only got 1 of the advertised experiences i expected at least half of my ticket back, the tour guy declined so i made a complaint via Viator, they said they were "reviewing" but not even 30 min later they said they declined a refund without any explanation, they shared the comments from the tour guide and he CONFIRMED that tour was not complete because of the road closure, so even with the confirmation from them Viator still did not take care of the situation and stopped responding to me, I know the situation was out of their hands but it is not my fault either so i deserve almost all of my money back but Viator failed to interfere or assist in any way

  Business Response

  Date: 07/17/2025

  Viator has reviewed the case. The customer made a booking  on June 2 for Mud Volcano and Palenque Cultural Experience for travel date of July 1, 2025.
  
  Based on customer's partial refund request, ********************** has followed up with the local tour operator on July 8, 2025. The local tour operator stated customer was picked up at 6am, and there was a protest occurred on the way to ******** about 10am. Even though it was close to reaching the second destination, customer requested to go back to the hotel due to the protest, and they returned to the hotel about 11:45am. As customer requested to refund the portion they didn't experience, the local tour operator agreed and refunded ******* Colombian pesos to customer. Unfortunately the local tour operator didn't agree on additional refund. 

  Kind Regards,
  Viator Customer Care

  Customer Answer

  Date: 07/22/2025

  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.
  
  FAQ
  
  Regards,

  Annabel

  The attachments are a communication between myself and Viator where the tour guide confirmed the service was not completed in full due to street closures, we were just parked on the side of the road with no ETA to open the road so ofcourse we asked to be taken back to the hotel what else we are supposed to do wait and waste time on our 4day trip? Service was only 25% completed and Viator knows and failed to assist me as their customer and only go off of what the tour *** said even tho he also confirmed we did not complete the tour due to unforseen circumstances 

   

  Business Response

  Date: 08/01/2025

  Viator has reviewed all communication sent by the customer and by the Tour Operator, along with the communication between customer and **********************. 
  
  Viator understands that this may not be a favorable resolution; however, all avenues have been thoroughly investigated.  As such, we are unable to revisit this final decision.
  
  Kind Regards,
  Viator Customer Care
  

  Customer Answer

  Date: 08/04/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [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,

  Annabel

   

   

• Initial Complaint

  Date:07/15/2025

  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.

  Arrived at tour and was given a totally different tour than I purchased... didn't match my tickets or receipts. ************ told me it was a misunderstanding on viator part and they were sorry but they couldn't do anything.... viator just did nothing

  Business Response

  Date: 07/17/2025

  Viator has reviewed the case. The customer made a booking through our dynamic partner site (CX Loyalty) on June 16 for Basilica, *************, History Gallery & Bell Tower Option for travel date of June *******. For this product, there are 5 options to choose from, and this booking is confirmed for Basilica & Terrace +Doge Tour option at 11:15am. The tour description for the option states "English Guided Tour : Charming tour of Venices top icons: ************, ****************** with panoramic terrace and *************."
  
  Viator has sent a refund request to the local tour operator on June 24, 2025 due customer indicated that the tour didn't include Basilica, ************* and **********,but the local tour operator denied refund stating customer has joined the tour which was conducted regularly and promptly and ********** is not included with the option chosen for this booking.
  
  As customer booked via our dynamic partner, ********************** would like to ask customer to contact the dynamic partner if any further assistance is required for this booking.
  
  Kind ************************************************

  Customer Answer

  Date: 07/17/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   I did NOT join the tour and was told they were the wrong tickets. They did not match what I pur*****d and ***** told me I had to deal with viator not them. I waited at tour company for an hour to hear from viator with them as they didn't have the correct tickets and finally left on my own as I didn't want to waist my only day in ******. So NO I did not go on any part of any tour!

  Business Response

  Date: 07/21/2025

  The customer has provided additional information regarding this claim, informing that they did not participate in the tour, Viator is now requesting the Tour Operator's evidence of their redemption of the customer's tickets, or any other relevant documentation. 
  
  At this moment, this booking has been reopened for investigation of the customer's participation on the experience. 

  Viator will follow up directly with the Merchant partner site where the customer has booked this experience. ********************** kindly requests that the customer reaches out directly to the Merchant partner site in order to follow-up with this case. 

  Warm Regards,
  Viator Customer Service
  

  Customer Answer

  Date: 07/22/2025

  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. 

   

  I was at the tour company when we called ***** and viator... they told me they couldn't give me a refund that viator had to give it to me. I went to go on the tour and then realized it was not what I pur*****d so was sent back to tour store to talk to everyone... I was assured they would agree to the refund and viator was the issue. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 08/11/2025

  Viator has re-reviewed the case. The full refund request was denied due customer joined the tour that was conducted as scheduled. The Bell Tower option was not included in this particular booking. However, the local tour operator has agreed to process a partial refund of USD ***** representing 7 Euros per person from the cost of the Terrace part of the experience, as a goodwill gesture. Customer booked this via dynamic partner, so Viator has sent an email notifying about the partial refund to dynamic partner as of August ******.
  
  Kind ************************************************

  Customer Answer

  Date: 08/11/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answere

  I was not given any tour... the tour company told me the wrong tour was given that they don't offer the tour I booked and sent me back to the office. I was not given ANY tour!!!!! They assured me they would provide a full refund to viator. In fact they called while I was there and agreed to it!!!! I did not get ANY tour and both the tour company and Viator are at fault at this point!

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:07/14/2025

  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.

  Summary of Complaint:On May 19th, 2025, I booked and paid for a guided excursion through Viator for myself and three others to take place on July 4th while traveling in ***********. The tour provider ****************************** never showed up to pick us up at the scheduled time and location. After speaking with a representative from Bespoke, I learned that they had never received our reservation from Viator, despite my confirmation email, receipt, and pickup instructions.Nature of the Issue:Viator oversold the excursion and failed to communicate our reservation to the third-party operator. This resulted in significant disruption to our plans. We had structured our vacation around this activity and were forced to rebook and rearrange the rest of our itinerary, incurring additional expenses and losing valuable time. This is a mistake they've admitted to and said it happens sometimes. I initiated a dispute with my credit card company (*****), and while that investigation is pending, Viator recently contacted me to state they would not issue a refund taking no responsibility for their booking failure.What I Would Like:I am requesting a full refund for this tour as the service I paid for was never delivered. I am also asking that Viator take accountability for its poor coordination with third-party vendors, especially when such failures directly affect paying customers. A manufactured apology through email is hardly enough to cover for the fact that they completely disrupted our trip, itinerary and time. Their negligence is unacceptable.

  Business Response

  Date: 07/16/2025

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

• Initial Complaint

  Date:07/12/2025

  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 filing a formal complaint against Viator regarding an excursion booked through their platform with Good Vibes Activities in **********. I am requesting a full refund and reimbursement for the additional $200 transportation expense my group incurred due to the operators gross negligence and Viators lack of timely support.Despite confirmed transportation, the operator arrived late, causing us to miss activities. Most distressingly, at the end of the excursion, my group of seven young women was abandoned with no return transportation. We were left stranded in a foreign country, surrounded only by unfamiliar men who worked at the facility, with no communication or assistance from Good Vibes Activities or Viator. I made multiple urgent attempts to contact both the operator and Viator via phone, email, and WhatsApp, but received no response for over four hours. This forced us to arrange alternative transportation at our own expense, which was unsafe and required a $200 upfront payment.Good Vibes Activities later offered unprofessional excuses and has not honored their agreement to refund us or cover the additional transportation cost. Viators lack of proactive support and failure to ensure customer safety is unacceptable and reflects poorly on their corporate responsibility. I expect Viator to process a full refund and reimburse the additional $200 as soon as possible.I urge Viator to immediately address this issue and review their relationship with Good Vibes Activities, as their conduct endangers travelers and damages Viators reputation.

  Business Response

  Date: 07/16/2025

  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 ****************
  

• Initial Complaint

  Date:07/11/2025

  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.

  On June 30th, I scheduled a tour for me and my friend to tour the Statue of Liberty, *****************, ***********, and the 9/11 Memorial. We met with the tour guide and the handler in the morning at the intended location. They told us we'd be doing a tour of the Statue and ***** only. I mentioned that the listing said Wall Street as well and they said we did not have time as the tour is 4.5 hours although the listing for the tour says 6 hours. She provided some facts about the Statue of Liberty which when googled were proven not true. As we got through security to go the the island there was an issue with one of our travelers bags and we would be delayed. I asked for the Liberty Island ticket so that we could get back through and the handler told me to "Go F*** Myself" and kicked my entire party out of the tour.

  Business Response

  Date: 07/11/2025

  Following a thorough review of your case, Viator has been in contact with the local tour operator regarding the booking experience, and was unsuccessful in obtaining a refund. The Supplier has provided evidence that the experience took place as regularly. Additionally, other Viator reservations from the same date and experience were not found with a complaint of the same nature.

  However, Viator takes this kind of complaint seriously and understands that this experience did not live up to the customer's expectations, even though ********************** could not fully evaluate the conflict in a complete basis. Viator has extended a partial refund of USD ***** as a gesture of goodwill, that has been processed to the customer's original form of payment. Please note, depending on your form of payment, some refunds may take 3-7 business days to appear.
  
  At Viator, it is believed that all feedback is important and helps improve the customer experience. ********************** looks forward to assisting the customer in any future travels!

  Warm Regards,
  Viator Customer Service
  
  

  Customer Answer

  Date: 07/11/2025

  [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:07/11/2025

  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 booked a trip with TripAdvisor to attend ***** and the pyramids while visiting ******I booked the trip on the 7th of July to attend on the 11th july.I received two emails. One email I missed due to travelling and one email I received that morning in which I responded but received no direct communication from the tour operator it was all through Viator. I requested to be collected from my hotel ******************** at midnight. I called at ***** as I had not heard anything. I was informed there was room on the bus, they would sort my **** on arrival and they would collect me in 5 mins. I waited for 30mins and they finally arrived. We drove in the bus for 30mins or so to a petrol station to change into a coach. I was told I would be able to sort my **** and to get on the bus so I did. I was then told on the coach to hide in the toilets at the border because they would not find me in there. They wanted to smuggle me across the border illegally in the toilet. Of course I refused, as this was a very stupid idea. I was then told they would not take me due to the ****. Although there was a family on the bus the time who also had no **** and was able to stay and sort the **** on arrival. Why I could not I do not know. I was asked to get off the bus at the closest petrol station where we all met to get on the coach and get a taxi back to my hotel. I refused and requested a ride back as I would not have gotten on the bus on the first place of they had said I could not attend due to the ****.

  Business Response

  Date: 07/11/2025

  Following a thorough review of your case, the Local Tour Operator of this experience got in contact with the customer to confirm all necessary details, including the pickup time and the required documents for entry into *****. At that time, all arrangements were confirmed and acknowledged.

   As scheduled, the customer was picked up and transported accordingly. However, during the trip, it became apparent that some essential documents required for the entry procedures to ***** were missing documents the Tour Operator had previously informed the customer about. Despite their efforts to assist the customer in resolving the issue and continuing with the trip, the customer opted to return to the hotel. This decision cost the Tour Operator the transportation service and the trip that was already booked and arranged. They have therefore denied the customer's refund request. 
  
  ********************** was unable to issue a refund due to these circumstances.
  
  Kind Regards,
  Viator Customer Care