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:06/27/2025

  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 purchased a tour from an operstor through Viator. The tour (cruise dinner) included unlimited drinks for 2 people. However, during the cruise the drinks were limited to 2 drinks per person. I raided this issue with Viator from which I purchased the tour and the refused sby kind of compensation, despite false and misleading advertisement. For the record, I bought this particular tour because it was advertised as unlimited drink. Which wss false.

  Business Response

  Date: 07/02/2025

  Following a thorough review of your case by Viator, this reservation's records indicate that the services were provided according to the itinerary. 
  
  At the customer's original refund request, it was mentioned that the Tour Operator provided only two drinks per person. However, the customer's email to **********************'s ************************ after an investigation was opened, it was stated that these were two glasses of alcoholic drinks. As per Viator's product page, only the non-alcoholic drinks were unlimited.
  

  Viator apologizes for any inconvenience caused and appreciate the customer's understanding for this provided service. Should you have any further questions or require additional assistance, please do not hesitate to contact Viator.
  
  Warm Regards,
  Viator Customer Service

  Customer Answer

  Date: 07/02/2025

  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 # ********. 
  

  Viator is lying. The enclosed description which is part  of the contract is unequivocal.  
  

  It says: ??Including Unlimited Alcohol.    It does not say only 2 alcohol drinks and unlimited non alcoholic drinks.

  I relied on this when I made my reservation and Viator bait and switch on me.  
  

  i need financial compensation for that breach of contract and false advertisement.  Moreover, for lying by saying that it was only two drinks and unlimited soft drinks when the enclosed evidence clearly shows that it was unlimited alcoholic drinks that I did not receive.  
  

  Regards,

  ****** Neron 

   

   

  Business Response

  Date: 07/12/2025

  After a secondary review, Viator's customer service department  researched and  can confirm there was no changes to our product description page, order summary, or prepaid voucher.  It clearly states this activities includes alcoholic menu (only 2 drinks) and unlimited non- alcoholic drinks.  This information was also provided on the customers prepaid voucher ticket.  ********************** does appreciate all customer feedback and understands the customer's frustration ,however, we are not able to grant a refund for this booking.
  
  Sincerely,
  
  Viator ****************

• Initial Complaint

  Date:06/27/2025

  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 paid for a tour and tickets to a high tourist museum in *****. The tour operator did not provide sufficient directions, did not provide us with our tickets, and did not reimburse for failure to enter the venue. The company Viator uses a third party to provide this service yet does not have and safe guards in place for the customer only the vendor. They claim they send you a ticket when in fact it is a voucher for a ticket. I could have spent only $22 per person to enter the museum. Instead I spent $324 to stand outside.

  Business Response

  Date: 07/01/2025

  Following a thorough review of your case, Viator ensures that customers feel heard and assisted. As a result of the communication between the customer and **********************, the request was escalated to and reviewed by Viator's Management Team. 
  
  Please note that this booking was confirmed for June 26, 2025 at 11am. Viator could also see that the customer advised they were late to be at the meeting point at 11:10am during their Live Chat with Viator.
  
  Viator still followed up with the local tour operator, but they didn't agree on refund, unfortunately. Please note this is a group tour and other customers were at the correct location and time, as per instructions below:
  
  Please arrive 15 minutes before your tour start time for check-in. Out of courtesy to other guests, were unable to wait for latecomers. No refunds can be provided for late arrivals or no-shows.

  We apologize for any inconvenience caused and appreciate your understanding in this matter.
   
  Kind Regards,
  Viator Customer Care
  
  

• Initial Complaint

  Date:06/26/2025

  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 a loyal customer for many years with ********************** and have booked tours with them in the past. I was visiting *****, ***** this past April and booked a day tour to ***** via the Viator app for $490. I booked this tour on a Thursday (4/17) afternoon for the following Tuesday (4/22). It was not until Monday afternoon (4/21 at 1:29pm), less than 24 hours from the tour, I was contacted by the tour operator via ******** with a reminder to bring *******yen in cash for the driver which amounts to $812.33. The timing of this was all curious and his quickness to remind me that it was too late to cancel gave me pause and extremely suspicious. I feel like this was a bait and switch. Cash only, really? To demand a customer who is a visitor to a foreign country to bring cash in a large amount made me feel extremely uncomfortable.Also, upon further research I discovered *******yen to travel from ***** to ***** is highway robbery! The total cost of this tour if I did not cancel would have been $1,302.33! Plus, there was no way I was going to bring $812 in cash anywhere especially in a foreign country! The whole purpose of paying by credit card, I thought, is protection in case something went wrong.Considering the cost to travel from ***** to ***** is nowhere near $812.33! A regular train ride, like the ********************* on the JR ***** Line, typically costs around 580 yen (about $4 USD) and takes about ***** minutes. The fastest option, the Shinkansen (bullet train), can cost anywhere from $10 to $50, with the Nozomi taking only 13 minutes. Buses can be a more affordable option, with prices starting from around ***** yen (about $9 USD) and taking about an hour or two. Again, nowhere near what he wanted to charge me: *******yen ($812.33) to travel from ***** to *****!With all of these factors, yes, I indeed cancelled this tour. I was very uncomfortable carrying a large amount of cash in a foreign country.

  Business Response

  Date: 07/01/2025

  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: 07/01/2025

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

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

  ******

   

   

• Initial Complaint

  Date:06/24/2025

  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.

  During our recent summer vacation we booked a ***** ****** Studio Tour in ******. UK and spent in excess of $600 USD. This excursion/trip was booked through Viator without any issues. Once in ****** we found that this excursion had us travel to a local bus station. To our surprise this was not what we had expected. The service there was minimal and very confusing to navigate. We had to find our gate with little to no input from local tour guides. We were transported to the ******************************* in a delipidated bus with minimal instruction from the guide. Upon arrival we found that entry tickets we valued at 50 pounds per visitor. We feel strongly that the additional money (approximately $400 USD) for this coach transport was not worth the mediocre service we received. The tour guide was lacking in timely information and was not present to answer any questions regarding this tour. We were simply left to fend for ourselves upon arrival. Again, we believe that we DID NOT receive the service that we paid for. We request partial reimbursement for this tour.

  Business Response

  Date: 07/01/2025

  Following a thorough review of your case, Viator attempted to reach the customer via the phone number provided in the reservation, but was unable to connect.

  An email has been sent out with a 10% partial refund for the ****************************************** Studio Tour with Transport from ******, since the customer was dissatisfied with the services, which were fully provided, as per Viator's product page, and agreed upon purchase.

  After Viator's review of the tour description as per customer's request, it could be confirmed that the tour is not a guided tour. Instead, it includes assistance from a professional representative at the studio who will provide your ticket. Please note that this does not align with the guided tour experience that was expected by the customer.

  ********************** understands that this outcome may not be the resolution the customer hopes for. However, this case has been thoroughly investigated, and at this point, we are unable to revisit the final decision.

  Should the customer require further assistance, please do not hesitate to contact Viator via phone, chat, or email.

  Kind Regards,
  Viator Customer Care
  
  

  Customer Answer

  Date: 07/01/2025

  [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:06/22/2025

  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 paid Viator ****** USD for a trip to ***********, ********* via a credit card. Here are the details:Confirmation number: ********** Booking reference number: ********** Sunday, February 16, 2025 at 06:00 AM 2 Adults Trip - *********** One Day Trip with All-inclusive The night before the trip on 2/15/25, I got a call from the trip operator that due to land slide four weeks ago, he wouldn't be able to keep the paid itinerary due to dangerous road conditions. It left me no choice but to cancel the trip. Land slide happened four weeks ago but tour operator waited the night before to tell me that they can't make the trip? Viator policy is that you have to cancel at least 24 hours in advance to get the refund. I was notified by tour operator just 10 hours before the trip so I canceled it as soon as he notified me. It looks like a scam to me. I'd contacted Viator but they refused to refund the money. Here is the interesting fact, I was able to go on the same tour on the same day without any issues through a different operator. So, the tour operator was definitely lying about dangerous road conditions.

  Business Response

  Date: 06/28/2025

  On 1/4/2025, the customer booked a *********** One Day Trip with All-inclusive tour for a travel date of 2/16/2025.  On 2/15/2025 the local tour operator reached out to the customer via what's App to advise a landslide occurred four weeks ago, rendering the roads are hazardous.  The supplier offered an alternative trip to ************  The customer declined this offer and asked to be refunded.  Viator did reach out to the local tour operator on the customer's behalf to request a refund, however, the local tour operator denied the refund as they claimed the offered the customer an alternative itinerary.  For this we did report this local tour operator to our supply team which investigated the local tour operators service.  The customer then filed a chargeback against the charge for this booking.  Once a chargeback has been filed there is nothing further Viator **************** can do to assist the customer with his refund.  The customer's bank did rule in the favor of ********************** and the customer re-opened the chargeback and the bank again did side with Viator.  Now that the chargeback has been closed. Viator has now refunded the customer in full for this booking as he is rightfully owed the refund.  At Viator we value all customers feedback and opinions.  
  
  Regards,
  
  Viator **************** 

  Customer Answer

  Date: 06/28/2025

  [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:06/17/2025

  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.

  Viator is a tour business under ***********. We have used tours with this company over the years and the company seemed to provide the service advertised.We planned a trip to *******, *********** and I planned 3 different tours during the trip with Viator. However, after the first experience, we cancelled further trips with this company and wish to warn future potential customers from every using this company. The tour we booked was for a 4-6 hour train ride and hiking excursion. In summary, the total trip time with the guide was 2 hours. In addition, our guide got in a fight with another tourist getting on the train ride that became physical. finally, there was no planned hike. In fact, our guide told us he was too tired from a hike from the previous day.While clearly our expectations were not reached, this company would not provide any discount whatsoever. We did not ask for a full refund since the company did purchase our train tickets but we do request a 50% discount based on the fight on the train, the tour of only 2 hours, and no hiking as advertised.the company sent us a text that the regretfully will not refund anything.this is very unethical.I wish to warn future travelers to not use this company.they need to beware that if the trips is not up to their expectations and their guides fail to provide the services advertised, they will not return any money. The company is greedy and should not be trusted.

  Business Response

  Date: 06/26/2025

  Viator has reviewed the case. The customer has contacted our **************** Line to express their disappointment in the Zermatt's Summit ************************** Tour they attended on June 9, 2025. The customer advised that the service on this tour was not provided as advertised. The customer advised the tour delivered to them was a 2-hours train ride and did not include a private guide or a hike, instead of a 4 to 6 hours tours including a private guide and a hike advertised.

  
  Viator has reviewed the Zermatt's Summit ************************** Tour details and has confirmed that the tour is advertised on Viator platform as a 2-hours train ride and is a group tour, and no recent change has been made on the tour description. A hike is not advertised for this tour. Based on these findings, the tour operator has denied the refund request as they delivered the tour as advertised on the Viator platform.
  
  Viator has reviewed the customer confirmed bookings and noticed the customer has booked another tour for a ***** Matterhorn and glacier trail private full day hike they attended on June 8, 2025. Considering the statement of the customer regarding the advertised tour, ********************** has now concluded that the customer wishes to request a refund on their  ***** Matterhorn and glacier trail private full day hike booking. Viator has now reached out to the tour operator regarding the refund request and has reached out to the customer to notify of the open investigation.
  
  Kind Regards,
  Viator Customer Care

• Initial Complaint

  Date:06/14/2025

  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 bought two tour bus tickets for ****** 30 top spots from Viator for $123.18 for June 8th 2025,we were scheduled to be at 150 Piccadilly at 3pm,we got there at 2:45pm and waited and waited and waited to no avail,a tour bus do pick up from 150 Piccadilly but they said they didnt recognize our tickets,so we went to the four remaining tour companies but none of them recognized our tickets,so our day was ruined because we couldnt undertake a task we paid for and since the company couldnt deliver on the frivolous tickets they sold us,I will want a refund,apology and a legitimate future tickets for London tour bus if I ever return to ****** because it was a bad experience.

  Business Response

  Date: 06/23/2025

  Viator has reviewed the case. The customer has initiated a chargeback with their financial institution and Viator cannot assist the customer further in this instance. The customer will need to follow the chargeback process as described by their financial institution. Once a decision has been made after the investigation performed by the customers financial institution they will reach out and advise on the outcome. The customer will have to await the decision from their financial institution.

  Kind regards,
  Viator Customer Care

  Customer Answer

  Date: 06/24/2025

  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,

  Olatunji

   

   

• Initial Complaint

  Date:06/09/2025

  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 requesting a refund for an event I attended that was overcrowded to an unsafe and unacceptable degree. I was unable to move freely, access the bar, or enjoy the event in any way. We were shoulder-to shoulder with other guests and frequently pushed due to the lack of space. Even staff had to physically push through the crowd including pushing us to deliver drinks. It was chaotic, stressful, and hazardous.Had an emergency occurred, there would have been no way to exit safely. At one point, I asked a server to ****** me out because I felt physically and emotionally overwhelmed. The crowd density made it impossible to move independently. I left early, feeling physically sore from being pushed and compressed, and mentally distressed from the overwhelming environment.Two weeks after submitting my refund request, I received no response. I called to follow up and was asked to provide supporting evidence, which I promptly did by submitting photos and videos. I was told my case would be escalated to their internal team for review. However, within 20 minutes of that call, I received a reply stating that the local tour partner declined the refund and I would only be issued a partial refund of $19.80 despite having paid $81 in total. The speed of this decision raises serious concerns about whether my evidence was actually reviewed. It seems highly unlikely that my documentation was thoroughly evaluated and sent to the tour provider, who then made a final decision all within 20 minutes. This strongly suggests that my complaint was not given the consideration it deserved. This was one of the most uncomfortable and unsafe experiences Ive ever had on a tour, and the partial refund does not reflect the severity of the situation. I did not enjoy any part of the event and felt trapped and distressed the entire time. As someone with anxiety, this situation was especially difficult. I am formally requesting a full refund of the remaining $61.20.

  Business Response

  Date: 06/10/2025

  Viator has reviewed the case. The customer booked one ticket for a Coco Bongo ********** **** the Line Entrance Ticket experience. The booked date was May 17, 2025 and the total amount of the booking was USD 81.00. 
  
  The Coco Bongo Punta Cana experience is described as a club with music and entertainment. The booking includes a round-trip transportation from selected hotels, a skip-the-line ticket to the venue, an open bar and snacks. 
  
  The customer has advised that the place was overcrowded and the customer was overwhelmed by the situation. For this reason, the customer left the venue early. ********************** has addressed the customer statement with the tour operator of the booking, Coco Bongo **********. The tour operator has denied the customer refund request as all the services were used and a space has been reserved for the customer on this experience on the booked date. Viator has confirmed that the ********************* experience does not raise any safety issue.
  
  Viator has processed a partial refund of USD ***** on the booking as a gesture of goodwill. However, no further refund can be issued on this booking as the tour operator was ready to fulfill this booking in its entirety and issued a non-refundable ticket to the customer for this experience.
  
  Kind regards,
  Viator *************

  Customer Answer

  Date: 06/10/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  If you look at the pictures you can see how unsafe it was. It is packed like sardines in there. We literally could not move. That is a safety risk. If anything was to happen we would be trapped because it was so packed that l people were standing on the entrance as you can see in one of the pictures. You couldnt even see the show. I never been to a place where you literally could not move and was constantly pushed because people were trying to leave. All they care about is making the most money, not if there is even room for people. People go to a disco and cant even dance because there is no room!! I was unable to even get any drinks despite of having an open bar bracelet. There was no room to walk to the bar. 

  FAQ
  
  Regards,

  Yesarily

   

   

  Business Response

  Date: 06/19/2025

  Viator has reviewed the documentation provided by the customer. While ********************** understands that the experience did not meet the customer expectations, ********************** forwarded the refund request to the tour operator Coco Bongo Punta Cana who denied their request.
  
  The operator has issued a ticket for the customer on this experience on the booked date and costs were incurred by the operator. The services advertised were provided and accessible on site. Viator has confirmed that the ********************* experience does not raise any safety issue. Based on such information, Viator will not be able to offer a greater refund than the USD ***** refund processed on June 8.
  
  Kind ************************************************

  Customer Answer

  Date: 06/23/2025

  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. 

  This just like the Astroworld concert. An accident waiting to happen because of not having a capacity. We couldnt even move to leave when we wanted to and had to flag down a worker to try and  create a path for us. Its definitely a safety issue and coco bongo just wants as much money as they can. They did not have any expenses with us because it was so packed we could not even reach the bar for our included drinks. 
  
  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,

  Yesarily

   

   

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a tour in ****** using Trip Advisor on February 10, 2025 or thereabouts. The tour was set for June 4, 2025. We canceled the tour using the Viator App (Trip Advisor now uses a separate app--Viator--to handle booked tours). We canceled on or about May 25, 2025--well in advance of the 24-hour cancellation period necessary for a refund. Trip Advisor/Viator works as a "middleman" between the tour operator and the traveler. While the tour no longer showed up in the Viator App (because it was cancelled by using the prompts in the App), Trip Advisor/Viator apparently failed to inform the tour operator and we were deemed as "no shows," and our payment was never refunded. We contacted "customer service," but the *** was very dismissive and said Trip Advisor/Viator would not provide a refund. He said that the tour operator never received the cancellation (again, not our fault because we used Trip Advisor--the "middleman--to book the tour and cancel the tour). I explained that we used the Viator App to cancel the tour, as prompted by the App itself, and the tour does not show up anywhere on the app anymore because of the cancelation. There is a "past experiences" tab in the App that lists prior completed tours, and the Venice tour was not listed, thus further evidencing (conclusively) that the tour was canceled by us. The "customer service" *** had no explanation for this. At no point has anyone at Trip Advisor/Viator explained why we are being charged for a canceled tour, which we canceled using the process set in place by Trip Advisor/Viator. The refusal to issue a refund is wrongful and, frankly, fraudulent.

  Business Response

  Date: 06/11/2025

  Viator has reviewed the case. The customer made a booking on February 10, 2025 for the Doge's Palace & Prisons Tour. The product allows refunds for bookings that are cancelled at least 24 hours before the booked date. 
  The booking was made via Tripadvisor, which is the reason the booking is not visible through the Viator account, and any cancellation has to be made through the Tripadvisor account, not **********************. However, neither Tripadvisor, nor Viator has received a cancellation request, and the booking to this date remains confirmed. 
  We were notified by the local tour operator that they are not permitting a refund because they were not informed of the cancellation. 
  Kind ************************************************

  Customer Answer

  Date: 06/11/2025

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

  The response from Trip Advisor/Viator does not resolve the issue and, in fact, ignores the pertinent issue.  While the booking was made with Trip Advisor, it showed up in the Viator App (Viator is a Trip Advisor company).  I can't, to this day, locate where the purportedly uncancelled booking resides in the Trip Advisor App, despite Trip Advisor's insistence that somehow it is there. I know for a fact, however, that because the booking showed up in the Viator App, it was canceled through that App, and there is no evidence of the booking now existing in the Viator App (after it was cancelled).  

  The confusing way that Trip Advisor and Viator bounce bookings between one another is something that is even acknowledged by Trip Advisor's website itself, which states: "In the past, we understand that operators may have been confused about the differences between Viator, Tripadvisor, and Tripadvisor Experiences. We havent made it clear enough how the three brands are related, and more importantly how that impacts where your tours and activities are sold."  Clearly, this issue still hasn't been resolved.  

  No one, to date, has explained why a booking made on Trip Advisor is available on the Viator App, why I was able to cancel the booking on the Viator App (where it showed up), and why (if the booking was not cancelled) the booking does not show up on the Viator App tab under "past experiences" where other prior bookings show up.  Will anyone at Trip Advisor/Viator ever answer these questions?  And, by the way, where is evidence of the booking in the Trip Advisor App?  If the booking wasn't canceled (as claimed in the response), shouldn't there be some evidence of the booking in the Trip Advisor App?  When I click the "bookings" tab in Trip Advisor, I get no evidence of any booking, past or present.  Also, there was no evidence of any booking when we were trying to cancel the Doge's Palace tour in the Trip Advisor App.  That's why we used the Viator App to cancel in the first place!  

  At this point, I simply want a refund, either by Trip Advisor or Viator.  I don't really care which.  Thank you.  

  Regards,

  Ali

   

   

  Business Response

  Date: 06/20/2025

  Viator has reviewed the case. The customer made a booking on February 10, 2025 for the Venice Doge's Palace & Prisons Tour. The product allows refunds for bookings that are cancelled at least 24 hours before the booked date. The booking was made via TripAdvisor, which is the reason the booking is not visible through the customers ********************** account. All bookings make through ***********, will only show up on *********** accounts and not on the customers ********************** account.  Any cancellation has to be made through their TripAdvisor account, not **********************. TripAdvisor, nor Viator has received a cancellation request in our systems and the booking to this date remains confirmed. We were notified by the local tour operator that they are not permitting a refund because they were not informed of the cancellation prior to the cancellation cut off time and marked the customers as a no show.

  Kind Regards, Viator Customer Care  

  Customer Answer

  Date: 06/24/2025

  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. 

  Your response does not address by concerns and, frankly, doesn't make sense. I will try to explain the issues as clearly as possible and ask questions as clearly as possible. I made the reservation through Trip Advisor. When I wanted to cancel using the Trip Advisor app, the booking did not appear in the Trip Advisor app under "bookings." However, the booking did appear in the Viator app. I used the Viator app to cancel the booking. After doing that, the booking no longer appeared in the Viator app.

  Issue 1: If the booking remains confirmed (not canceled), why can't I locate it in the Trip Advisor app? I click the "account" tab in the app and then click "bookings"; however, there is nothing there. Moreover, the only "bookings" I have access to are "in app-hotel bookings." When I press that button, I have two options. "Upcoming" hotel bookings and "past" hotel bookings. Both of these options have no history, because I have never used Trip Advisor to book a hotel room. There is no option for "excursions." Again, you claim that I can cancel an excursion through the Trip Advisor app, but there is no option to cancel an excursion and the app doesn't even have a "history" tab for excursions. There is a huge disconnect here. Please walk me through how I cancel an excursion in the Trip Advisor app when the app doesn't even have that option. And, if the Venice excursion is not cancelled, as you claim, where is the evidence in the app (e.g., under "past" excursions or something similar)? I can't find any evidence in the app that the excursion was ever made, which seems very odd, let alone an option to cancel it or even evidence that it remains uncanceled. 

  Issue 2: If I can't cancel trips made through Trip Advisor by using the Viator app, why did the excursion show up in the Viator app? Why is it no longer there (after I canceled through the Viator app)? Again, why would the Viator app list an excursion made through Trip Advisor in the first place? What is the point? 

  Please address these issues and answers the questions. You have provided a canned answer, which reads like it was generated by AI, without addressing the specific issues and questions raised here. Also, it seems like the person providing the answers does not have a thorough understanding of how the two apps even work. Thank you. 

  Regards,

  Ali

   

   

• Initial Complaint

  Date:06/08/2025

  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.

  Here is the email I sent to the President of the company last week, without :Last week my wife and I were in ***** and we booked a tour of Sagrada Familia in ********* through Viator for $104.05 per person (May 26, 2025 at 11 AM, Confirmation number: **********). The tour promised a maximum of 9 participants and headphones to properly hear the guide. We actually had 12 participants and no headphones. The site was quite busy and hence noisy and the guide was difficult to hear. When we asked what she could do about the situation, she said move closer to me. In addition, the *************** site offers tours for 30 Euros, far less than the cost of this tour; hence we view what Viator delivered a poor value.On our return to the ***, my wife complained to Viator asking for a refund. This was the reply:Hi *****,Thank you for your patience. We regret to hear about the circumstances surrounding your refund request. Viator strives to make every attempt to address our customers' concerns. Unfortunately, at this time we are unable to offer a refund, since the tour ran as planned. We apologize that you were not able to fulfill your travel plans, and hope that we may be of service to you in your future travels. Regards,Wissal Viator **************** I believe that this is a poor response and that you should be made aware of how it was handled.Needless to say, we are quite unhappy with the situation and will certainly not use Viator again and advise all our friends and relatives of the situation.A response from you would be appreciated

  Business Response

  Date: 06/13/2025

  Viator has reviewed the case. The customer booked the *************************** Tour with **** the Line Ticket for 2 travelers for a travel date on May 26, 2025. The customer has reached out to ********************** to request a refund on their booking as the tour did not operate as advertised. The customer advised the audio headsets were not provided. The tour operator denied the refund request and indicated the tour operated as planned with all the services provided. Viator has also reviewed the advertisement and has reviewed that this tour is advertised with a maximum of 30 travelers. The refund denial decision was forwarded to the customer. ********************** has processed a second review on the booking details and on the advertisement of the tour from the operator, and has confirmed that the headsets should have been provided to the customer on the day to hear the guide clearly.
  
  As the headsets were not provided to the customer on this tour, ********************** processed a partial refund of 50% of the total amount, totaling USD ******. Viator has notified the customer via email of the partial refund processed.
  
  Kind ************************************************

  Customer Answer

  Date: 06/13/2025

  [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. 

  The only issue is that we needed to change the credit card account # of the credit card to which this tour was billed because of a hacking issue on our computer.  Can you please advise Viator to contact us for the new account #, which we will not have until next week?  *************, *********************** or ************************* she was the originator of the order)

  Thanks so much for all your help!
  
  Regards,
  
  ***** *******