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:05/13/2025

  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.

  In April of 2023, I booked a tour for the 6, for a 20 day trip of ******, ****** and ***** with Viator. This was for travel in Dec 2023. The total cost for this was $19,731.90 At booking time, I was informed that this was not cancellable - and I was fine with that. Due to the Oct 7th, 2023 ATTACKS IN ****** we were not able to travel in December. Although all airlines and hotels rescinded their no-cancellation policies in this situation, our tour operator and Viator said there will be NO CANCELLATION AND NO REFUND, because they had already made "tour and hotel bookings", and instead issued us a travel voucher permitting us to rebook the tour anytime in the next two years So now in March 2025, I made plans to re-book the tour for December 2025 (within the 2 year period, offered by the voucher) and the tour operator was happy to book it - BUT then came back and said that I would now have to pay additional $1590 per person - so a total of $9534 more.That is almost 50% more that what I had paid originally !!! I informed Viator **************** that the voucher did it state that "Prices are subject to change", in fact the actual language mentioned in the voucher is "the tour can be rebooked within 2 years from departure date the booking can be used separated dates and people within the booking.any extra expenses or reschedules are not included "I provided this information to Viator's customer service, and said I was not adding any "extras"After a month of them saying they will investigate and get back to me, they are now saying that there is nothing they can do, and if I wish to take the tour, I have to pay the additional $1590 per ********* claim is, a) They should honor the original price - as in the travel voucher is meant for OR b) if they are not willing to honor the original price, they should refund me the money - as no tour bookings or hotels could be booked, if prices have gone up I would be happy with either a or b. kindly Help.

  Business Response

  Date: 05/22/2025

  Viator has reviewed the case. The customer placed a booking for an All around ******, ******, and ***** 20 days experience on May 8, 2023 with the tour operator ***************** for a starting travel date on December 17, 2023 and for a total amount of USD ********.The customer has reached out to ********************** on November 18 to advise that their airline company has cancelled all flights to the destination for an unknown period of time due to the global situation, and therefore the customer would not be able to attend the tour on the booked date. Viator reached out to the tour operator regarding a possible accommodation and the tour operator offered an open credit voucher equivalent to the full value of the  booking, valid for 2 years. The customer reached out to ********************** on April 25, 2025 as they communicated with the tour operator directly regarding the open voucher conditions and the tour operator advised that the rescheduling will incur an additional cost of USD 1589 per person due to a change in price from the booking date. Viator has communicated with the tour operator and the customer for a fair resolution. The customer proposed an arrangement to **********************, with the customer paying for half of the additional cost request and Viator covering the remaining half. Viator agreed to the suggested arrangement and emailed the customer to advise them ********************** will reach out to the tour operator to inform them of this arrangement and confirm Viator's commitment to covering the remaining balance. The customer will need to arrange payment of their share directly with the tour operator.

  Kind regards,
  Viator Customer Care

• Initial Complaint

  Date:05/12/2025

  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.

  On May 1st my ticket for this dinner cruise was booked when it was supposed to be booked for May 10th. Viator sent an amended ticket for May 10th on the 1st of May in a email. My family traveled to ********* on May 9th, booked a hotel room, etc..we got to the cruise on May 10th at 5:30. We werent able to board because Viator failed to inform the company of us being on the manifest. Viator refuses to refund the money back to me since they messed up. They were rude and negligent in resolving the issue at hand.

  Business Response

  Date: 05/18/2025

  Viator has reviewed the case. The customer placed a booking for a Baltimore Signature Dinner Cruise on April 30 for a travel date on May 1st with the tour operator City Cruises and for a total amount of USD ******. The customer contacted ********************** **************** on May 1st to request a date amendment. Viator reached out to the local tour operator ************ to request the date amendment from May 1st to May 10, and the tour operator agreed to this request. Viator has reviewed the tour operator was successfully informed and confirmed the booking amendment.
  
  The customer reached out to ********************** on May 10 as the tour operator ************ did not accommodate their party on the confirmed date. Viator processed a full refund of USD ****** on this booking as the tour operator confirmed they were unable to accommodate the customer. The customer has been notified of the full refund on May 18 via email. Viator is unable to offer any additional compensation on this booking as the total amount has already been fully refunded. Any further communication in relation to an additional compensation request would need to be made between the customer and the operator. 

  Kind regards,

  Viator Customer Care

  Customer Answer

  Date: 05/18/2025

  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:05/09/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a tour for me and my wife via the Trip Advisor app. I used the information in the app to arrive at the meeting point on time. I did not see anyone form the tour. I then tried to contact the tour company. The tour company gets back to me after the tour had started and provides a more precise meeting point. We missed the tour. I contacted Trip Advisor for a refund. Trip Advisor refuses to issue me a refund or a credit even though their app did not provide the complete meeting point information. Once you make a booking, the Trip Advisor app directs its customer to a specific page to obtain all of the information pertaining to the tour. The tour company also refused to issue a refund.

  Business Response

  Date: 05/15/2025

  The customer placed a booking for a *****The-Line guided tour of the Uffizi Gallery for April 29, 2025 on the ************** website. Viator has reviewed the case along with the information present on the Tripadvisor application related to this booking. The customer has advised that they were unable to join the tour as they were provided with unclear meeting point details. Viator has reached out to the tour operator to request a refund however the tour operator has denied the refund request as they have reserved spaces for the customer's party and were waiting at a specific meeting point. Viator has reviewed that the information present on the Tripadvisor application related to this booking includes a meeting point however it did not include specific instructions on how to identify the guide at the meeting point. As Viator understand the customer was not provided with clear instructions to join the tour successfully, Viator has processed a full refund of the customer booking as a one-time courtesy. The customer has been notified via email.
  
  Kind regards,
  Viator Customer Care
  
  

• Initial Complaint

  Date:05/05/2025

  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 an excursion from *********** at the end of January 2025 in ***********, ****** for $218 for 2 people for 2/7/25. TripAdvisors cancellation policy is to cancel 24 hours before excursion day. I discovered that we couldnt go on the excursion in the beginning of February. I tried to cancel the excursion through TripAdvisors instructions. I could not find my booking and emailed the company. The company never responded, so to make sure that the cancellation was received in time to receive my refund, I contacted the actual tour company that was hosting the excursion and explained my situation and the tour company said the would take care of it. When I returned to *****************, I filed a dispute with *********** credit card company. *********** did not get anywhere with trip advisor and submitted all of my documents that I presented to ***********. I have called TripAdvisor 3 times and every time I have called, they have said that they are refunding me, but dont know when. I dont know where to turn to. Im hoping somehow you can help me. If not cant, can you point me to someone who can? I can submit more documentation if you would like. Thank you-***** *******

  Business Response

  Date: 05/14/2025

  Viator has reviewed the case and reached out to the local tour operator to see if the customer requested a cancellation prior to the cut off time per the terms and conditions agreed upon at the time of check out.  Viator never received a cancellation request from the customer prior to the cancellation cut off period, which is why the customer was not refunded initially. The local operator advised that that customer needed to be refunded.  The customer has put in a chargeback request with their card company, however as the local operator has agreed to a refund, the customer has now been refunded in full as of May 14, 2025. Viator has emailed the customer directly to advise of this refund.
  Kind Regards,
  Viator Customer Care 

• Initial Complaint

  Date:05/03/2025

  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.

  On May 2, 2025, I booked a group tour with Viator/TripAdvisor titled 1-Hour Brooklyn Bridge Cinematic Photo Walk (Confirmation #: 1639105321).I arrived on time at the correct meeting location, but the guide never showed up. I called and messaged the guide without success. Later he falsely claimed he couldnt find **** provided Viator with evidence: WhatsApp messages, call logs, and photos with time and location metadata proving I was present at the meeting point.Despite this, Viator denied my refund request, stating the guide was ready without truly addressing the evidence I submitted.I am a tourist from ******* and expected professional treatment from an internationally trusted platform. I am requesting a full refund for a service that was not delivered.

  Business Response

  Date: 05/07/2025

   

  Viator has reviewed the case. The customer made a booking on May 2nd fro 1-Hour Brooklyn Bridge Cinematic Photo Walk. The customer asserts that they arrived at the designated meeting location 30 minutes prior to the scheduled start time, but the tour operator was absent, as evidenced by a times tamped photo taken at 4:50 PM. In contrast, the tour operator has shared a screenshot of their conversation with the customer, indicating that the customer sent a message 13 minutes after the start time. The tour operator has denied the refund request. As Viator understands the customer's frustration, At ********************** we believe that all feedback is important and helps improve our customer experience. ********************** processed a partial refund of USD ***** to the original form of payment. Please note, depending on your form of payment, some refunds may take 3-7 business days to appear.

  Kind Regards

  Viator Customer Care
  

• Initial Complaint

  Date:04/29/2025

  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.

  I live in the ************* and booked a trip through Viator for an ATV ride in ********** for my girlfriend and I. It was 1 ATV that seated both of us. I went on this trip 2 days ago and while on this trip the muffler pipe exploded and melted and burned my girlfriends leg badly. I took pictures showing the exploded melted muffler pipe and pictures of my girlfriend's burned leg. I submitted these pictures to Viator whose phone *** told me I should get a refund back of the money I paid as well as some sort of compensation for my girlfriends pain and suffering from getting burned. Viator then responded that they will refund my money but issue no compensation for her getting burned. They instead told me I should reach out from the ************* to ********** and try to get compensation from the tour company who gave the *** ride. This is absurd because first of all I'm not going to pay $2 a minute to call the ****************** and second of all I paid my money to Viator and only Viator and I should be dealing with Viator for compensation and not be told to chase some company that I had absolutely no contact with when booking this event. I believe Viator should issue me some sort of a credit to use for any future event and they should do this and not pass the **** to a company overseas. Again I stress that I paid Viator and only had contact with them and they should issue the compensation for my girlfriends burned leg in the form of some Viator credit good to use on a future event. I cannot believe they're trying to pass the **** and take no blame in this matter.

  Business Response

  Date: 04/30/2025

  Viator has reviewed the booking details along with the customer statement regarding their experience. Viator takes all customer feedback and safety concerns seriously. The case has been escalated and an investigation regarding the experience will be conducted and addressed directly with the tour operator of the booking Tour Package **********. Viator has issued a full refund of USD ****** on this booking considering the circumstances.
  
  Viator is unable to offer any additional compensation on this booking. Viator provided the customer with an online platform through which they were able to make a booking directly with the operator. The operator Tour Package ********** was the provider of the tour, and not Viator. Viator will have no liability with respect to the acts, omissions, errors, representations, warranties, breaches or negligence of any Supplier or for any personal injuries, death, property damage, or other damages or expenses resulting from the customer interactions with any Supplier. This was made clear to the customer during the booking journey, and is repeatedly stated in the Customer Terms of Use governing the customer booking. The customer can refer to the Terms of Use available on Viator website.
  
  Therefore any further communication in relation to this matter would need to be made between the customer and the operator Tour Package ********** as the tour operator can assist the customer with making a claim with their insurance. 
  
  Kind regards,
  Viator *************

  Customer Answer

  Date: 04/30/2025

  [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:04/24/2025

  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 tour through Viator (Booking Ref #**********) for my elderly parents, which was confirmed multiple times in advance. The tour was scheduled for **********, and my parents flew from ***** to join the tour. However, upon landing in **********, they were informed that the tour had been abruptly canceled, with no prior notice and no alternative *********** a result, they were forced to return to the **** immediately. This caused us to incur non-refundable costs for flights (booked via ***************), a hotel (via ***********), local taxi transportation, and a meal totaling $1,068.31.Viator refunded only the tour fee but refused to take responsibility for the consequential financial damages. Despite multiple attempts to resolve this through customer service, we were told ********************** would not reimburse the losses, even though their platform confirmed the tour multiple times before travel began.We are seeking reimbursement for these costs, which were incurred solely due to Viators failure to deliver a confirmed and paid-for service.

  Business Response

  Date: 04/25/2025

  
  By way of reminder, Viator, Inc. provided the customer with an online platform through which the customer were able to make a booking directly with the operator. This was made clear to the customer during the booking journey, and is repeatedly stated in the Customer Terms of Use governing your booking. 
  
  
  Here is a copy of the Terms of Use for your reference: ***********************************************************************. It may be worth the customer while reviewing the following provisions in particular, as well as the very first paragraph, which reiterates that "we [Viator] are not a travel or tour agency, and Viator do not provide such experiences ourselves. When the customer make a booking, the customer will be purchasing a tour, ticket or other service directly from the third-party supplier":
  
  
  Section 1.1, 1.3 and 1.4 (Introduction): this sets out an introduction to Viators business, and the roles that Viator, Inc. and the operator play in any booking. 
  Section 10 (Products and Booking Reservations), which goes into more detail about Viators role as the provider of a platform through which the customer contract with an operator, and explicitly states that "Viator will have no liability with respect to the acts, omissions, errors, representations, warranties, breaches or negligence of any Supplier or for any personal injuries, death, property damage, or other damages or expenses resulting from your interactions with any Supplier."
  Section 18 (Our Liability), which explains in detail the extent of Viators liability in relation to any booking. 
  
  
  As we have previously informed the customer, if the customer wish to pursue additional compensation beyond the refund already issued to the customer, then the customer will need to contact the operator of the tour directly. 
  

  Kind Regards,

  Viator Customer Care

  
  

• Initial Complaint

  Date:04/22/2025

  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.

  VIATOR HAS NOT REFUNDED MY MONEY EVEN AFTER THE MERCHANT HAS ASKED TO REFUND ME THE MONEY - MY CREDIT CARD COMPANY IS ALSO TRYING TO GET AN ANSWER FROM VIATOR TO GET MY REFUND - TO NO AVAIL.

  Business Response

  Date: 04/26/2025

  The customer has initiated a chargeback with their financial institution and Viator cannot provide assist the customer further in this instance. The customer will need to follow the chargeback process as described by their financial institution. A decision has been made after the investigation performed by the customers financial institution. The customer will need to reach out to their financial institution regarding the decision on this chargeback. 

   

  Kind regards,

  Viator Customer Care

  Customer Answer

  Date: 05/14/2025

  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. 

  Please be advised that i contacted Amalfi tours and they advised that Viator was supposed to refund me the $436.76.  in 75 DAYS!!  Here is a copy of the conversations.  I also called VIATOR they advised that a manager would return my call as of this date - they have not return my call.  Viator clearly advised ****** tours that they will refund my directly.   I have also filed a claim with my Chase ****** card.   I am trying every which way to reach Viator to obtain my refund - I don't feel this fair to me as a customer and god only knows how many other customers ********************** does this to? 
  
  
  Please advise - what the next step is.
  
  
  Thank you in advance,
  ****** *********
  
  
  
  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: 06/03/2025

  Viator has reviewed the case. Viator Chargeback Team has confirmed that the customer received USD ***** from the Chargeback they raised on the transaction. The customer will need to contact their financial institution regarding the Chargeback outcome as Viator no longer hold the funds.

  The amount requested on the Chargeback (USD *****) represents a partial amount of the total booking amount. As the tour did not operate, the customer is due a full refund of their ********************** booking. 
  
  The total amount of the Viator booking is USD ******. As a refund of USD ***** has already been issued to the customer's financial institution via their Chargeback, Viator **************** has now processed a refund of the remaining amount : USD 352.80.
  
  Viator has notified the customer via email of this refund and of this refund timeframe.
  
  Kind regards,
  Viator Customer Care

• Initial Complaint

  Date:04/15/2025

  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.

  We booked a UTV 2-hour rental for 3 people for April 7th, 2025 at 1 pm, outside ***********. Booking #*********. I had to rent a car in order to go to this activity. When we arrived at the location, 10 minutes early, there was no one there. We finally found a man who did not know anything about the company or the rental and said there weren't any keys on site for any UTVs but he offered us a small 2-seater 4-*******, not much larger than a riding mower. Although we were touched by his kindness (we could tell he felt sorry for us), we graciously declined. I immediately called and reported the issue. After a lot of back and forth, the woman on the phone stated we would be receiving our refund within 7 days. I asked for email confirmation of the conversation and she said that wasn't possible. Today is 4.15.25 and I have not received my refund, nor any communication. I called and they acted as if they had no idea what I was talking about and even said policy said no refund could be issued because this was in the past. I am FURIOUS!!!! They have NO RECORD of my call and keep bouncing me around. I demanded a supervisor and again, they acted as if they had no idea what was going on. This is a disgrace. They have STOLEN $360 from me!!! And now they say they can't "confirm" whether the supervisors will decide to reimburse me.

  Business Response

  Date: 04/16/2025

  Viator has reviewed the case. The customer made a booking on April 1, 2025 for the 2 Hour Off Road UTV Rental in *********** for April 7, 2025.  On the travel date, the tour operator, 281 ************, cancelled the tour as they were unable to provide the service. The tour operator notified the cancellation through their booking platform, **********, which sends an automatic notification to the customer's email. The voucher for this tour also instructed the customer to call the tour operator before their tour to coordinate the meeting details. Viator will review and address the issue of the phone call to the Viator call center internally with the respective agent. As the tour was not provided, Viator has processed a full refund. The refund was not processed timely due to a system error. Viator corrected the issue and processed the refund, providing the customer with the reference identification number to follow up with the customer's bank. In view of the delay, ********************** also provided a discount for USD 25 in the form of a promotional code, should the customer wish to give us another opportunity to serve her.
  
  Kind Regards,
  Viator Customer Care
  
  

  Customer Answer

  Date: 04/17/2025

  [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:04/12/2025

  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.

  Viator sell Tour with false informations see documentations

  Business Response

  Date: 04/13/2025

  Viator has reviewed the case. The customer has placed a booking with the tour operator Local Tours ASIA on August 20, 2024 for an excursion 3 Days Ha ***** Loop Tour From Sapa & return to **********, for a travel date on March 21, 2025. The amount of the booking is USD ******. The customer advised they are traveling along with other customers in the same group, these customers placed 3 other bookings on August 20, 2024 and August 25, 2025 for the same travel date. The amount of the bookings were respectively USD 398, CAD ****** and CAD ******.
  
  The customer has contacted ********************** after the travel date and has requested a refund for the 4 bookings. Viator has reviewed the information provided by the customer, being the lack of communication from the tour operator Local Tours ASIA, the unexpected change in itinerary, the transportation supplied by the tour operator and the lack of quality in the services and amenities provided by the tour operator during the tour. Viator has communicated and investigated with the tour operator Local Tours ASIA regarding the circumstances of the customer refund request. The local tour operator has denied the customer refund request.
  
  ********************** has addressed the customer statement and emailed the customer regarding the outcome of the refund request. Viator has advised to the customer that the experience booked is a shared experience, signifying that the customers booked on the same day on the same experience will be accommodated together. Viator has advised to the customer that the experience booked does not include a live guide and this information was present on the tour description present on Viator platform at the time of booking. Viator has reviewed the details of the itinerary with the tour operator and the tour operator has confirmed the itinerary was followed and the sites advertised at the time of booking were visited.
  
  Viator has reviewed that the customer voucher, sent to the customer after placing the booking according to the tour description present on the platform, indicated that the tour included 3 nights instead of 2 nights as mentioned on the tour description present on the platform. Based on this misleading information on the voucher accessible after the booking was placed, and as Viator understands the tour operator Local Tours ASIA failed to being responsive to the customer requests prior to the travel date, Viator has processed a partial refund on each of the bookings affected as a gesture of goodwill. The partial refunds processed on the bookings were respectively USD ***** for the bookings placed in USD and CAD ****** for the bookings placed in CAD. 
  
  Viator takes complaints seriously and appreciate the customer feedback. This feedback has been passed on to Viator Supplier Support Team to ensure the service is being provided to our high standards by this tour operator.
  
  Kind regards,
  Viator *************

  Customer Answer

  Date: 04/13/2025

  Thank you very much for your help

  I want to comments couples of things, when VIATOR said on the communication:

  VIATOR said:  we placed a Tour with "Local Tour Asia" that's true... but in the facts, we receive the services from another local operator the name is : "Vietnam Operator Tour ******************".  The first one (Local Tour Asia) is a high level quality Operator.  That is not the case with the the second one (Vietnam Operator Tour ******************).  It is like, if you book a flight from *************** and receive the service from a lower company (Air XXXX).

  VIATOR said: The announcement of the Tour was 3 days/3 nights on the site of VIATOR (when we bought the Tour), again that's TRUE, but the reality is: The Tour began 21th of March at 08h00 and finish on the 22th of march around 16h00.  The complete Tour took 30 hours.  If you calculate correctly, the Tour took 30hours/24 hours by day = 1,25 day.  The operator offer to us 2 nights, the first one in "Ha ***** Hostel" (in a really poor room with "urine odors" in the room and with a really dirty room).  The second night was WORST.  The hostel was really, really poor, a lot of noise (Party, bikers, gaz smelling in the room, dirty, cold food. and noise until 2 ******* in the morning), me and my wife can't sleep at all. we bought a tour of 3 days/3night, we receive 1,25 days/2 nights.

  VIATOR Said: The total amount of the Tour is : 2 X 398 $US and 2 X ****** $Cdn.  Total: 796 $US (or around ******* $Cdn) and ******* $Cdn (Grand TOTAL = ******* $Cdn), That's TRUE.

  VIATOR Said:  The Local Operator Tour has denied the customer refund request.  I don't know what the local operator said, but, in my contract, the contract was not with the local operator.  It was with VIATOR.  The contract was not respect, and that's why we submit to you a large and vigorous complaint.  There is no matter about what the local operator said...we are 8 peoples, who is ready to testify that everything that I say here, is TRUE.  For example, if you want to appreciate the credibility of the local Tour, I challenge VIATOR to give me the proof that:

  1- We take a boat on the "No Que River" admiring the majestic "Canyon of the Tu San", this Visit was include in the Tour (The operator took a lot of pictures, it suppose to have that pictures, of us)

  2- In the description of the tour that we purchased, you can read clearly that we was supposed to stop at the village "Lung ************** Tourism Village"  among other things to visit the traditional house
  Hmong centenarian, which was once an opium house, (again, The operator took a lot of pictures, it suppose to have that pictures, of us)

  3- Nho Que River, We never went to the river, the accompanist (the person who was supposed to serve guide), asked us not to go there for a lot of reasons,  (again, The operator took a lot of pictures, it suppose to have that pictures, of us)
  

  These 3 visits WERE NOT CARRIED OUT, and on the Tour, that we pay for, a lot of money, include all the fees in the attractions (Boat, Entry fees, etc.) We had no compensation about that from VIATOR.  Please ask to VIATOR, to proof that all of these 3 visits was done...  WE DIDN'T GO THERE...
  

  VIATOR Said: That the experience booked does not Include a live Guide.  That's FALSE, About the Guide...it is clearly indicate in the voucher that we have "English - Guide".  First of all, the person don't speak english.  The second thing, It was not a Guide. He didn't give us ANY INFORMATION.  Please see the document (P21-Page 65 on 90).

  VIATOR Said :  The vehicule supplied was a "Voiture", that,s FALSE, the tour was made in a bus.  We bought a Tour with 2 cars (Voiture in french language).  Another case of non respect of the contract.

  VIATOR Said: Viator takes complaints seriously and appreciate the customer feedback.  That's FALSE, I try to put all the history on VIATOR site, with all the proof and VIATOR reject my Post with any reasonable reason.  In fact, VIATOR want to control what we say on his site. VIATOR only accept positive commentary.

  On thing is sure, all the thing here is TRUE.  We are 8 peoples, who travel together, on my life I visit around 500 towns, with a lot of Tours.  That one (with VIATOR) was the WORST TOUR on my life.  VIATOR didn't accept that, didn't want  to make a real offer to us.

  I can add, a lot of other thing that's gone very bad on the Tour, but, if you want more detail, you can go on the documentation to see exactly what happen.

  If you need, I can translate the present documentation in english language.

  I Have 90 pages of all the history.  I can submit everything to you, if you asked for.

  Sorry, If I make somes mistakes about sentences, my english is not perfect.

  Best regard

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

   

   

  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,

  Jeannot

   

   

  Business Response

  Date: 04/15/2025

  Viator has confirmed the experience was operated by the tour operator Local Tour Asia, and Viator is not liable for the name displayed on the tour operator WhatsApp contact details. 
  
  Viator has reviewed that the customer voucher, sent to the customer after placing the booking according to the tour description present on the platform, indicated that the tour included 3 nights instead of 2 nights as mentioned on the tour description present on the platform. Based on this misleading information on the voucher accessible after the booking was placed, and as Viator understands the tour operator Local Tours ASIA failed to being responsive to the customer requests prior to the travel date, Viator has processed a partial refund on each of the bookings affected as a gesture of goodwill. The partial refunds processed on the bookings were respectively USD ***** for the bookings placed in USD and CAD ****** for the bookings placed in CAD. 
  
  The customer has reported a lack of quality in the services and amenities provided by the tour operator during the tour. Viator has reviewed the situation with the tour operator and confirmed the services and amenities provided during the tour complied with standards of safety and quality.
  
  The customer can refer to ********************** Customer Terms of Use, to which the customer agreed when placing the booking, which reiterates that Viator is not a travel or tour agency, and Viator does not provide such experiences themself. When the customer make a booking, they will be purchasing a tour, ticket or other service directly from the third-party supplier.
  
  Kind regards,
  Viator *************

  Customer Answer

  Date: 04/15/2025

  Again, Again and Again

  We do not accept the version of VIATOR.  

  On my last email, we challenge VIATOR to give us a proof about pictures and visit.  Why VIATOR never answer thoses questions ?

  I will make a deal:  IF VIATOR can proof that we was going to the following sites:

   

  1- No Que River (near the river)

  2- Boat on No Que River

  3- Lung ************** Tourism Village
  

  All the sites was includes inthe Tour (I can proove it)

  IF VIATOR can proove with pictures that we was going therewe will stop all our efforts

  Thats exactly why I explain to BBB, that Viator is dishonest I repeat again, VIATOR is dishonest.

   

  Proove it and the file will end. !!

   

  we didnt Go there

  we are 8 proples who will make the proof about that

   

   

  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,

  Jeannot

   

   

  Business Response

  Date: 05/04/2025

  As previously advised Viator has confirmed the experience was operated by the tour operator Local Tour Asia, and Viator is not liable for the name displayed on the tour operator WhatsApp contact details.
  
  Viator has reviewed that the customer voucher, sent to the customer after placing the booking according to the tour description present on the platform, indicated that the tour included 3 nights instead of 2 nights as mentioned on the tour description present on the platform. Based on this misleading information on the voucher accessible after the booking was placed, and as Viator understands the tour operator Local Tours ASIA failed to being responsive to the customer requests prior to the travel date, Viator has processed a partial refund on each of the bookings affected as a gesture of goodwill. The partial refunds processed on the bookings were respectively USD ***** for the bookings placed in USD and CAD ****** for the bookings placed in CAD.
  
  The customer has reported a lack of quality in the services and amenities provided by the tour operator during the tour. Viator has reviewed the situation with the tour operator and confirmed the services and amenities provided during the tour complied with standards of safety and quality.
  
  The customer can refer to ********************** Customer Terms of Use, to which the customer agreed when placing the booking, which reiterates that Viator is not a travel or tour agency, and Viator does not provide such experiences themself. When the customer make a booking, they will be purchasing a tour, ticket or other service directly from the third-party supplier.
  
  Kind regards,
  Viator *************

  Customer Answer

  Date: 05/05/2025

  Hello

  We have discussions actually with Viator Legal Department. I hope we can reach a settlement within a week. Thank you.

  FAQ
  
  Regards,

  Jeannot