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:06/28/2025

  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.

  Our tour was for 6:30 pm. The tour guide left before 6:30 pm and claimed us as a no show. We spent $800 and now Viator will not refund us. We called the tour guide and said we would be arriving at 6:32 and the tour guide said no problem as there is a 5 minute ***** ******* Viator told me the tour guide company also told them about the 5 minute ***** period and that if the tour guide cannot prove they waited the 5 minutes, then Viator would give us a refund. Viator has refused to give us a refund after we have shown proof that we arrived at 6:32 pm with no tour guide in sight.

  Business Response

  Date: 07/02/2025

   Following a thorough review of your case by Viator, the customer has provided documentation of their late arrival, exactly at 6:32 PM, according to their device time record.

  At Viator, it is assured that the customers feel heard, and that the **************** makes all possible effort to provide a fair and congruent resolution. It is noticeable in the Viator Voucher provided to the customer at the confirmation of the booking, the first line under the "Information from your activity provider", advising with the following: 
  
  - 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.

  Considering that this reservation was not a private booking, and other customers have successfully reached out to the same meeting point instructions, Viator can not provide a refund for the customer due to the customer's late arrival. 

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

  Submitted by:***** ******* and ******** T. ***** Date: June 21, 2025 To:Viator, Inc. / Tripadvisor, ********************************* Subject: Complaint and Request for Full Refund $486.76 We are filing a complaint with the BBB regarding Viators failure to deliver a properly advertised tour and request a full refund of $486.76.This complaint was emailed to VIATOR 5 days ago and they have not reponded.On May 19, 2025, we were scheduled for a Private Rome Tour: Discover the Heart of the City, booked on March 3 and paid in full on May 16 via Discover. The tour promised a private, guided experience with English commentary. Instead, we received basic transportation from a non-English-speaking driver representing Private Rome Taxi.We were dropped off at landmarks without explanation or guidance. As elderly travelers (75 and 78), we relied on Viators claim of a supportive guided experience. What we received was an overpriced taxi ride. The value provided was equivalent to a local taxi fare of $62, resulting in a severe overcharge.Viators description was misleading and deceptive. They failed to provide the agreed service, breaching the contract and violating consumer trust. Despite our direct request to Viator, no resolution has been offered.We ask for an immediate refund of $486.76 to our Discover card. If unresolved in 7 business days, we will escalate to the *** and ** authorities under the **************** Act.We wish to emphasize that this was our first visit to ****, and with limited mobility and unfamiliarity with the city, we carefully selected this service based on Viators detailed description. The stress and disappointment caused by being left to navigate iconic ***** sites alone cannot be overstated. We were not simply underservedwe were misled and burdened physically and financially by a failure to deliver what was clearly promised. Confirmation number: ********** Booking reference number: **********

  Business Response

  Date: 07/01/2025

  Following a thorough review of your case by Viator, our ************* team has opened an investigation since we could not see any communication between the customer and our ************* team regarding a refund request prior this complaint.

  Viator will follow-up directly with the customer regarding the outcome, after gathering the necessary information to investigate this matter.

  Viator also apologizes for any inconvenience caused and appreciate the customer's understanding in this matter. Should the customer have any further questions or require additional assistance, please do not hesitate to contact Viator by replying to the latest email sent for this case.
   
  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,

  *****

  The company, VIATOR/TRIPADVISOR, is again guilty of unfair and deceptive behavior by claiming that we had not filed our complaint with them prior to filling our BBB complain: Here is an email history of our reports to them that were delivered via email: DEMAND FOR REFUND
  
  
  
  Summarize this email
  
  
  ******* Davis <***********************************>
  Mon, Jun 23, 10:19?AM (8 days ago)
  
  
  
  to feedback
  
  
  
  
  
  
  
  
  Please see attached.
  
  
  
  One attachment Scanned by Gmail
  
  
  
  
  
  
  
  
  
  
  ******* Davis <***********************************>
  Thu, Jun 26, 7:41?AM (5 days ago)
  
  
  
  to feedback
  
  
  
  
  
  
  
  
  RESPOND IMMEDIATELY AS REQUESTED.
  
  
  
  
  On Mon, Jun 23, 2025 at 10:19?AM ******* ***** <***********************************> wrote:
  
  Please see attached.
  
  
  
  
  
  
  
  
  ******* Davis <***********************************>
  Fri, Jun 27, 8:11?AM (4 days ago)
  
  
  
  to feedback
  
  
  
  
  
  
  
  
  Your failure to respond to our complaint leaves us no choice but to begin these steps immediately.
  
  
  1. Notify our credit card company, Discover, that we dispute this charge.
  2.  File complaint with BBB
  
  
  
  
  
  
  ******* Davis <***********************************>
  Fri, Jun 27, 8:15?AM (4 days ago)
  
  
  
  to feedback
  
  
  
  
  
  
  
  
  Confirmation number: 1617169693
  Booking reference number: 1232801597
  We have submitted a formal complaint with BBB
  
  
  
  
  
  
  ******* Davis <***********************************>
  Fri, Jun 27, 9:41?AM (4 days ago)
  
  
  
  to feedback
  
  
  
  
  
  
  
  
  RE: FURTHER CLARIFICATION.
  
  
  As noted in our claim and complaint attached, it is most important that VIATOUR customer service understand that we are claiming that VIATOUR, and not its subcontractor (tour operator) is guilty of unfair and deceptive advertising which violates USA and ** laws and regulations.  Therefore, the responsibility for this misbehavior rests on VIATOR/TRIPADVISOR.
  
  
  From our complaint:  
  
  
  Breach of Contract and Deceptive Advertising
  On May 19, 2025, instead of the promised private guided tour, we were met by a driver from your partner, Private Rome Taxi (**************************************************), who spoke little to no English. This individual drove us to the listed locationsSt. *********************, ********, **************, ****************, and the Colosseumdropping us off with no commentary, historical insights, or cultural context. Despite waiting for us at each stop, he admitted apologetically, I do not speak English so much, after our repeated requests for information. This experience lasted approximately 4 hours, during which time we had  minimal contact with our driver. That left us to navigate unfamiliar sites alone, a significant challenge given our ages (75 and 78) and limited mobility.
  This service was not a tour but a taxi ride, costing us $486.76nearly 800% more than the $62.49 USD estimated by Rome officials for a standard taxi circuit with waiting time
  . Your websites portrayal of a guided, informative experience was misleading, and email correspondence with Private Rome Taxi revealed a discrepancy, with them describing their role as a private taxi service rather than a guided tour. We believe this constitutes unfair and deceptive advertising under U.S. federal and state laws, as well as the ******************************** Act (***), which Viator claims to comply with (transparency reports available). The *** prohibits dark patterns and mandates transparency, yet your advertising failed to disclose that the tour might be a non-guided taxi service, a critical omission that influenced our decision.
  Unfair Treatment and Damages
  As elderly travelers (*****, 75,  and ********, 77), we relied on your promise of a guided tour to maximize our limited time in ****. The lack of guidance wasted our day, forcing us to rely on our own initiative, exacerbating our physical and emotional distress. The financial overcharge$424.27 above the fair taxi ratefurther compounds this injustice. We fulfilled our contract by paying promptly, but you failed to deliver the agreed-upon services, breaching our contract and violating advertising standards.
  Demand for Refund and Next Steps
  We demand an immediate and total refund of $486.76, reflecting the full amount paid. This request is based on your breach of contract, deceptive advertising, and the unfair treatment of vulnerable consumers. Please process this refund to our Discover credit card within 7 business days (by July 1, 2025) and confirm receipt of this complaint by replying to this email. Failure to comply will prompt us to escalate this matter by:
               Filing a complaint with the Better Business Bureau (Viators current D+ rating and non-accredited status noted).
               Reporting to the ************************ (FTC) for unfair and deceptive practices under U.S. law.
               Notifying the ******************* regarding potential *** violations, given the tours Rome origin.
               Pursuing legal action for damages, including the financial loss and emotional distress caused.
  

   

  Business Response

  Date: 07/12/2025

  Although we do value and want to assist the customer with a refund request, our records indicate a chargeback has been submitted for this booking transaction.  Once submitted, all correspondence regarding further action or resolution will be escalated to our Viator Chargeback team.  Our customer service team is unfortunately unable to assist the customer with any further requests. 
  Viator's Chargeback team will be in touch with your bank or credit card provider during this process.  
  If the customer should have any further inquiries regarding the status of their chargeback, they must now reach out to their bank or credit card provider.  
  
  Best Regards,
  
  Viator Customer Service 

• 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:

  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 service via ************ for ******** E-Pass with skip the line feature. However, when I went to ********, they refused to accept the pass and they made me buy tickets at regular price. I contacted ***** and they filled a case with Viator, but this is being going on for over a month and Viator refuses to refund the money. ***** are saying that Viator tells them they are investigating, but there is no resolution. I was refunded a fraction of the money, $180, but I would like to get the full refund since I was not able to use any of the services that the pass offered. The case number that ***** gave me is ****** and they have a record of the countless times I have called and tried to get this resolved. I do not have a case from Viator, since they refuse to give it to me, since they work with *****. Please let me know what kind of supporting documents you need and I will provide them. Thank you.

  Business Response

  Date: 07/01/2025

  The customer booked his reservation for the ******** E-pass: Top Istanbul Attractions with **** The Ticket Line, through one of Viator's dynamic partners, Chase.  Viator is not the merchant fof record for this booking when a booking is made through a dynamic partner,.  Viator was able to ask for a refund on the **************** behalf as ***** submitted the request on behalf of the customer.  
  Once the local tour operator approved a refund amount, that amount is paid out by the dynamic partner as Viator never collected the initial payment from the customer.  We hope this helps as ********************** appreciates all feedback.
  
  Regards,
  
  Viator ****************

• 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: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 (Mt. ************* Blossom ********* with Viator, scheduled for 4/16/25. The itinerary calls for 7 stops with a total time of ~10 hrs, including 5.5 hrs within the tour area. The other 4.5 hrs is needed to drive to and from the tour site from *****. Our driver showed up on time (8:30 AM). He drove us around ***** for ~1 hr, stopped at a rental car place, said "give me 3 min" and proceeded to get out of the car. He left us inside the car on the side of a busy street for ~20 min. without saying a word. He then came back and told us he was trying to change out the car because of a brake problem, but another car would not be available until 11:30 AM. He gave us a choice, we could either return to the ship without a tour and receive a full refund; or we could continue to find another vehicle and complete the tour as originally planned, but with no refund. There was no choice, it was more of an ultimatum. We had traveled half way across the world at great expense in order to be there. To turn back now would mean that we would never experience this again! Of course, we decided to go on. The driver got back into the car and drove ~1 hr 25 min. to another rental car place. We were given ~15 min. for a bathroom break. At 11:45 AM we started on our tour. It took us 2-1/2 hrs. to drive to our first stop. We were able to visit only 4 out of 7 stops as advertised on Viator's web site. At each stop, we were given only a very short time (***** min.) in order to get out, stretch our legs, go to the bathroom & take a few photos. There was not enough time to stop, eat lunch, or to shop & buy souvenirs. Finally, we spent 2-1/2 hr. driving back to the ship. We arrived back about 1/2 hr. prior to all-aboard signal being given. The traffic on the ride back had us all afraid that we wouldn't make it in time. Due to the tour operator's failure, we drove 8 hrs. to and from the tour site for ~1.5 hrs. at the site, and were only able to see 4 out of 7 tour stops.

  Business Response

  Date: 06/26/2025

  Viator has reviewed the case. The customer has initiated a chargeback with their financial institution and Viator Chargeback Team has been notified of the chargeback. 
  
  The customer has advised they have been notified by their bank that the chargeback has been closed. At this time, Viator Chargeback team is proceeding to a second review of the chargeback status. Viator will notify the customer regarding the status of their chargeback and the investigation on the refund request shortly.
  
  Kind ************************************************

  Customer Answer

  Date: 06/26/2025

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

  [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
  

  I do not accept the Viator's  response due to the fact that if I do, the BBB will close out my complaint as complete.  However, I do accept the fact that Viator is re-reviewing my chargeback request and need time to complete that review. However, I request that, when complete, they notify me of their decision by phone such that I can understand their reasoning for that decision.  I find it unacceptable that Viator refused to hold their tour operator responsible for their failure to provide our tour as advertised.  Every response I  have received from Viator to my refund request was delivered to me via e-mail or text and simply echoed what their tour operator had told them, that we (the tour passengers) agreed to no refund if we continued on the tour after a 3-hour delay on their part.  The choice that the driver gave us was not a choice at all but more of an ultimatum.  My repeated requests to discuss this issue with Viator's Chargeback Team, so that I could understand their reasoning, were denied time after time.  All I ask is that someone call me to discuss this issue.

  Sincerely,

  ****** B. ******* III

  Business Response

  Date: 07/04/2025

  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: 07/14/2025

  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 do not accept Viator's response to the issues I raised in my complaint to the BBB. It has been 3 months since I initially voiced my issues to Viator via text and in my review of the tour on their web site (April 16, 2025), and in numerous e-mails and phone calls since.  Viator has consistently refused to discuss the issues with me or to hold their Tour Operator responsible for their failure to provide the tour as advertised.  This is not to mention the safety issues involved. Their Tour Operator risked the lives of 10 people (9 passengers and the driver) by driving us around the streets of ***** for 3 hours in a vehicle with no brakes.  The driver did this,  initially, without our knowledge, therefore, we were hijacked!  We would have been better off if the driver hadn't shown up at all, since we would have been able to regroup and save our day by sightseeing in *****. Instead, we spent 8 hours cramped up inside a hot vehicle driving around ***** (initially), and then, to and from the tour site for a total of 1-1/2 hours tour time.  Not a very pleasant day!  If Viator will not hold their tour operator responsible, then what keeps them from allowing this to happen again? Nothing! The fact that Viator's **************** now comes back and states that they can't review this case because of the chargeback is an insult to me. The chargeback case was settled by my bank in Viator's favor back on May 25, 2025 or 45 days ago!  Viator is not paying attention to the customer, but is simply throwing out excuses hoping the customer will go away.

  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