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:04/11/2025

  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.

  This is against ************************** I have made a booking through their portal, booking ref - **********.I was on a call with their agent - ***** ******** for over 1hr 25 mins to understand the details and explain my concerns regarding this booking. Herself and her supervisor both convinced me about not to worry and everything will be offered as stated in the description for the ******** of the major issue was Airconditioning. I have a heat problem and hence I called them and confirmed before the booking whether the Ac is working. This was 1.5 hours before the trip started (i booked just 1.5 hrs before). They confirmed and assured me that the trip is air conditioned, dont worry we guarantee you wont have any issues. They also mentioned If its not, they will refund the full money.I called them after the trip and viator denied all the claims and started ignoring this concern even though i have an email stating it. They apparently removed air conditioned bus from the description and coming up with excuses. This is now the second time in the last 2 days.

  Business Response

  Date: 04/15/2025

  Viator would like to thank the customer for bringing this expereince to our attention.  Viator takes all customer feedback and concerns seriously. We strive to ensure that the suppliers on our platform are providing high-quality experiences and products to our customers. The customer's concerns has been escalated and an investigation was conducted regarding the customer's experience and addressed directly with . In the meantime, we have issued a full refund to the customer's original form of payment.
  We would like to thank the customer again for giving us a chance to assist them with this matter.  We do hope the information we've provided is helpful. 
  
  Regards,
  
  Viator Customer Service   

• Initial Complaint

  Date:04/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a helicopter tour with Viator for 4/11 with a pickup at 10:30am.I received a call/text from the tour provider at around 9:17am and when I connected with them they asked where I was. I was quite confused and explained I was getting ready to head to my pickup location for 10:30am as indicated in booking. They said they I needed to be at the pickup spot at 9:15am. I never received any communications to indicate this. They told me I'd need to arrange my own transit to get to a distant location in a short amount of time, which was not possible. I asked if I could switch to a different date as I was unaware of all of this. They said no.I contacted Viator and provided all comms from the vendor I received which indicate at 10:30am time. Viator is telling me I am in the wrong for not being at the location at 9:15am but this information was never provided to me (like it was with other vendors).Viator is refusing to issue a refund or credit to book another tour with another provider. I paid for a service (helicopter flight with pickup at 1030am) and was not provided this and as such Viator has taken my money for services they did not render and are taking the side of a rude vendor, which did not provide proper easy to understand communications like other providers.

  Business Response

  Date: 04/12/2025

  Thank you for contacting for Viator ***************** On Wednesday Apr 09 the customer booked a ***************** by Helicopter with a travel date of 4/11/2025. Upon booking a confirmation email was sent to the customer with their ********************** voucher which stated the following If you have requested or require a courtesy transfer from a city hotel, please ensure that you make contact with ****** HeliTours and provide at least 48hrs notice, as it is subject to availability and arranged from designated city hotels only. It also states **************** is subject to availability. Pickup from ************ Circular Quay OR ************************* only.After the flight, drop-off is to ********************* Quay. Transfers are operated on a fixed timetable and are independent to our helicopter flying schedule therefore guests may encounter a waiting period before or after their flight. On Thursday Apr 10 2025 the local tour operator reached out to the customer directly at ******************** via the Viator system internal portal. In this email the customer was provided with a confirmation ticket that advised the following information on the ticket We'll pick you up at 9:15 AM from ********************* Quay. Please be ready at the pickup location 10 min prior to pickup time. The customer requested a refund from ********************** on Thursday April 10 advising that they missed their tour stating that the incorrect meeting time was provided to the customer. ********************** then reached out to the local tour operator and requested a refund on the customers behalf. The local tour operator denied a refund stating the information about pickup time was provided to the customer via email prior to the tour. ********************** then reached out to the customer on April 10, 2025 and advised that no refund could be provided to the customer. The refund request was escalated to Viators management team and a second review was done. Viator's management team reviewed the case and determined that all necessary information was provided to the customer as such the refund was once again denied to the customer. As all information was provided to the customer regarding pickup time and location Viator is unable to provide a refund for this reservation.
  
  

• Initial Complaint

  Date:04/08/2025

  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.

  I purchased 4 adult and 1 child ticket for the DC cherry ******* tour on 6/5. Due to the hands off protest we were delayed getting a spot on a bus for over an hour and only made it to 3 stops on the route before we were at a standstill due to traffic from the protest. We had to get off and werent able to go to the remainder of the stops Im asking for a refund

  Business Response

  Date: 04/10/2025

  The customer has purchased 5 tickets for the Big Bus DC: Hop-On Hop-Off Sightseeing Tour & ******************* for a travel date on April 5, 2025. The total amount of the booking is USD ******. The customer reported that the experience could not be carried out in its entirety due to an ongoing protest in the city and requested a refund for the full amount paid. The supplier initially denied the refund request as the tickets have been redeemed by the customer. Based on the circumstances surrounding the customer refund request, ********************** has reopened the investigation with the tour operator. Viator will reach out to the customer once the investigation has been completed.

  
  Kind regards,
  Viator Customer Care
  

  
  

  Customer Answer

  Date: 04/10/2025

  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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  I received an email from the company. They want names of the driver in which each stop they rotated employees and I didnt get anyones names. We started at ************* and after sitting in traffic and having a delay even getting on the bus we had to get off at the history museum to then walk to the *********** and remaining places there was also detours from a marathon, the protest and construction. We were even told in line waiting if we came back to ************* without getting off due to everything going on there would be a refund issued. 
  we had to get off to walk to the *********** and catch an **** to leave 

  Im not sure why its so difficult to issue a refund when we did not receive what we purchased and you are fully aware of the protests and construction detours 

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

  *****

   

   

  Business Response

  Date: 04/15/2025

  Based on the circumstances surrounding the customer refund request, ********************** has reopened the investigation with the tour operator. The tour operator has accepted a full refund on this booking and Viator has emailed the customer on April 10 to notify of the refund amount and the timeframe within which the refund will be appearing on the customer account. A refund typically takes 3 to 7 business day to appear. Viator has emailed the customer on April 15 with the Acquirer Reference Number of the refund transaction so the customer can verify the transaction with their bank. 
  
  Kind regards,
  Viator Customer Care

• Initial Complaint

  Date:04/07/2025

  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 3 tickets for the Niagara Falls Day and Evening Tour with Boat Cruise and Dinner (dinner optional). The dinner was at an additional cost, which I paid.Our tour was scheduled to begin at 1pm; however, because we were in *************, we were picked up at 3pm. The bus literally drove around the 20 minutes of ************* for 5 hours. Each stop was rushed and we had to rush to make it to the bus tour, almost missing it. It was 8:30pm by the time we made it to the buffet dinner and we were starving. As we are preparing to sit down to get our meals, the staff informed us that they were closing in 30 minutes. Have you ever tried to figure out what to eat in 30 minutes at a buffet restaurant! It was absolutely ridiculous! Some of the food options were gone by the time we went to fix our plates and as we were fixing our plates, the staff were putting things away. This complete failure to deliver the promised services significantly detracted from my 40th birthday celebration, causing considerable disappointment and frustration. This was a special occasion, and the lack of services ruined the experience I had been looking forward to for a long time.I request a full refund for the price of the tour, $559.00, due to the non-provision of the agreed-upon services. The lack of the guided tour, transportation, and especially the promised buffet dinner was a breach of contract and unacceptable. The disruption and disappointment caused on this significant occasion warrant full compensation.

  Business Response

  Date: 04/08/2025

  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: 04/08/2025

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

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  Magdala

   

   

• Initial Complaint

  Date:04/04/2025

  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.

  BEWARE of using Viator to book excursions. I recently had an absurdly bad experience: During a recent trip to *********, I had pre-booked an airport transfer. When I arrived at the airport, I followed the provided instructions to a T, even arriving early at the designated pick up point. But 30 minutes past the pickup time, there was still no shuttle. I reached out to the shuttle company (***************) for help via both WhatsApp chat and phone, but there was no response. I also tried calling Viator directly for help, but I only got a recorded message to contact the service provider for assistance. Thankfully, a kindly airport employee walked by and asked if I needed help. When I told her that my shuttle had never arrived, she told me that *************** had gone out of business and that I was the third ****** that week who had been left stranded after booking a shuttle through Viator. When I returned home from that trip, I filed a credit card dispute, and left a 1-star review as a warning to others thinking of booking. Viator then reached out to me to ask why I was disputing the charge. I replied within hours with a detailed explanation and documentation. I expected to receive an immediate refund. That would be a reasonable response, right?Instead, Viator told my bank that I never responded to their inquiry over the chargeback, and that I had received the service. From a company that no longer existed. Long story short, folks: Viator will happily make money off of you, but will never give you a refund under any circumstance even if the service provider is OUT OF BUSINESS, and therefore did not provide the service you paid for. Buyer beware!

  Business Response

  Date: 04/08/2025

  Following a thorough review of your case by Viator, the cardholder's financial institution has settled this Chargeback in favor of the buyer. As a result, Viator has processed a full refund for the booking. The customer should see the refund reflected in their account within the next few business days after the dispute started, depending on your bank's processing time.

  Viator was not notified of the issue before the dispute has taken place. Usually, Viator runs an investigation requesting evidences and details from the experience for both ends, customers and suppliers.

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

  Customer Answer

  Date: 04/14/2025

  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.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 04/16/2025

  Per Viator's previous response, a thorough review of the cardholders case was done by Viator and the cardholder's financial institution has settled this Chargeback in favor of the customer. As a result, ********************** has processed a full refund for the booking. The customer should see the refund reflected in their account within the next few business days after the dispute started, depending on your bank's processing time. Should the customer have additional questions about their funds regarding this booking, they will need to reach out to their banking institution. 
  
  Viator was not notified of the issue before the dispute had taken place nor was Viator made aware that this operator had gone out of business, according to the customer. ********************** runs investigations requesting evidences and details from the experience for both ends, customers and suppliers. Currently our product support team is doing an investigation and following up with the local operator regarding them no longer being in business. Should the product support team find this information to be accurate, they will remove the local operator from being able to have bookings on the Viator website by deactivating them. 
  
  Viator apologizes for any inconveniences caused and appreciates the understanding in this matter.
   
  Kind ************************************************

• Initial Complaint

  Date:04/03/2025

  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.

  Booked a tour through Viator where a tour guide was to contact me 24 hours out for confirmation. After not receiving a confirmation, I contacted the tour company through the Viator app without any response. I contacted Viator who contacted the tour company that did not respond twice. I showed up to the meeting spot and waited an hour where no one showed up. I requested a refund, I was told they would get back with me and they did not not. I have now filed a dispute with my credit card company

  Business Response

  Date: 04/08/2025

  Following a thorough review of your case by Viator, this reservation's records indicate that a chargeback has been submitted for this transaction. Once submitted, all correspondence regarding further action or resolution are escalated to Viator's Chargeback team. The Viator's **************** team is unfortunately unable to assist with any further requests from this point. 
  
  The Chargeback team will get in contact, if they have not yet contacted, with the customer's bank or credit card provider during this process.  
  
  Should the customer have any further inquiries regarding the status of the chargeback process, they will need to reach out to the bank or credit card provider.
  
  Kind Regards,
  Viator ****************
  

• Initial Complaint

  Date:04/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my frustration with the lack of resolution regarding my refund request submitted on December 3, 2024, for an excursion I booked through your platform. Despite my repeated attempts to reach out, I have not received the refund of $318.00 that I am ******* provide some context, I booked a tour with Someday Charter based on the port days and hours I provided. However, upon arriving at the meeting point, I was denied boarding. The staff informed me that due to the timing of the tours return conflicting with my embarkation time, I could not be accommodated.I promptly submitted a refund request, but as of today, I have not received any updates or the refund in question. This delay has caused considerable inconvenience and disappointment, and I would appreciate your immediate attention to resolve this matter.I kindly request that you process my refund of $318.00 as soon as possible and provide a confirmation of the refund.

  Business Response

  Date: 04/08/2025

  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 hat got in contact with the customer advising their bank or credit card provider has settled this claim in favor of the tour operator, after evaluating the customer's claim about the services. The supplier has informed that the tour operated as described on Viator's page, and as scheduled in the reservation. They also advised that the customer showed up, checked and signed in, but decided not participate.
  
  Should the customer have any further inquiries regarding the status of the chargeback process, they will need to reach out to the bank or credit card provider.
  
  Kind Regards,
  Viator ****************
  

• Initial Complaint

  Date:03/29/2025

  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.

  Date of transaction: February 22, 2025 Amount paid: $168.48 USD My partner and I booked a guided tour of the *********************** and Generalife in *******, *****, through **************************. The tour was scheduled for March 25, 2025, at 10:00 AM. We received confirmation, a booking reference, and payment was processed by Viator.When we arrived at the ********, we were told by staff that the tour had been canceled due to a "system error" on the part of the tour provider, **********. We were offered no entry to the ******** itself and were told tickets were sold out until May. We received no advance notice from Viator and were instead offered a walk around the outside of the site as an alternative. This was extremely disappointing, as visiting the ******** was a central reason for our visit to ********Separately, we booked a Viator tour of the *************** in ********* for 5:00 PM on March 27, 2025. We booked the tour that morning (at 9:45 AM) after the Viator website showed availability for that day. However, we were informed at 3:06 PM less than two hours before the scheduled time that our booking was canceled due to unavailability.Both tours were refunded, but no additional compensation or meaningful remedy was offered. I contacted Viator multiple times and was told they bear no responsibility, as they are a third-party platform. However, Viator processed our payment, issued the confirmation, and served as our sole point of contact. We believe they have a duty to ensure booked services are delivered or replaced when possible.We are requesting compensation for the disruption and time lost during a once-in-a-lifetime trip due to Viator's failure to ensure fulfillment of their advertised and confirmed services.

  Business Response

  Date: 04/08/2025

  Following a thorough review of your case by Viator, a full refund was processed for the customer's bookings since the service was not provided. 

  Viator apologizes for any inconvenience caused by the last-minute cancellations, and appreciate your understanding in this matter. It is not a standard practice for Suppliers on Viator to cancel reservations last-minute, unless it is due to overbooking.

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

  Each product on Viator is purchased under its Terms & Conditions. When a customer makes a booking, they will be purchasing a tour, ticket or other service directly from the third-party supplier. Below are relevant sections of the Viator Terms & Conditions:
  
  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 you 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. 

  However, Viator would like to apologize that our service did not meet the customer's expectations on this occasion.

  Kind Regards,
  Viator Customer Care

• Initial Complaint

  Date:03/28/2025

  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 purchased a tour on trip advisor through their website. The day of the tour the guide messaged me and said that my location pickup was not listed. Even though I had confirmed on the website 2 times. I messaged them back to confirm my pick up they never responded. I contacted trip advisor 3 times that day do they could help me contact the tour guide. They were unable to reach them. So I requested a refund. They denied my refund even though they knew the issue I was having. I believe the tour company was a fraudulent one, the number listed was an international number that wouldn't connect. The WhatsApp number didn't work either. I informed them of this. They didn't seem to care that they were advertising a fraudulent company.

  Business Response

  Date: 04/01/2025

  The customer has initiated a chargeback with their financial institution and Viator cannot provide assistance with issuing a refund. The customer will need to follow the chargeback process as described by their financial institution. Once a decision has been made after the investigation performed by the customer's financial institution they will reach out and advise on the outcome. As stated above the customer will have to await the decision from their financial institution.

  Customer Answer

  Date: 04/01/2025

  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,

  Crystal

   

   I Reject, because they have denied my refund once, they need to allow the chargeback and give me my refund and I will close my complaint at that point. They are just trying to get out of refunding me

  Business Response

  Date: 04/10/2025

  The customer has initiated a chargeback with their financial institution. The chargeback will now be reviewed by their financial institution and Viator cannot provide further assistance while the chargeback is ongoing. 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 customer's financial institution they will reach out and advise on the outcome.

   

  Kind Regards,
  Viator Customer Care

• Initial Complaint

  Date:03/25/2025

  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 booked a **************** in ************** with this company. It was for my 10th anniversary. I live in **********, ******* and we had been declared for severe weather the weekend of March 14th, so I was unable to make the trip to ******. I called them and sent an email to let them know so that I could get refunded the $80 for the charge of the cruise. They told me it would take ********************************************************************************* a confirmation email once it was processed . Never received the email so I had to call them back, on the 18th of March , and at that point the representative, or while we issued the refund to be processed . They sent a confirmation email saying that it would take 3 - 7 business days for this refund to be credited back to my account. It never takes the full timeframe for any refund that I have ever had to get refunded back to my account. So, I called them on yesterday and the representative, or whomever, repeat over and over that it takes three to seven days for refund and if it hasnt been refunded by today, to call them back. I asked to speak to a supervisor and was put on hold for over 20 minutes and was told that I would talk to a supervisor immediately. Of course that never happens only for the representative or whomever to come back to the phone and say that a supervisor was unavailable and that they would have them to call me back. I hung up in frustration and yet today there has still been no refund to my account.

  Business Response

  Date: 03/26/2025

  Viator has reviewed the case. The customer made a booking on March 11, 2025 for Dolphin &Sunset Cruises. The listed rate was USD80.00 for travel date of March 15, 2025 for 2 people.
  
  Viator received a refund request from customer on March 16, 2025 and has followed up on the request with the local tour operator. As there was no response received from the local tour operator, Viator has processed cancel/refund for this booking on March 18, 2025.
  
  Viator has found the technical error prevented the refund from processing. Therefore, Viator has corrected the issue and a total refund of USD80.00 was processed to customer's original form of payment as of March 25, 2025. Viator has sent an email to customer notifying about the refund as of March 25, 2025.
  
  Kind Regards,
  Viator Customer Care

  Customer Answer

  Date: 03/26/2025

  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. 

  I am rejecting this response because they are LIARS !! It wasnt until I contacted BBB that a refund is now currently processing to be issued on my account. I accept the resolution because its my money that was due back to me, but I dont accept the lie in which they told about a transaction error being the cause as to why the refund has just now been issued when they had been lying since the 16th of March about refund being processed and made me feel like a complete idiot for knowing better. Thank you BBB for getting this issue resolved and I would like for this experience to be publicly viewed so that people will be aware of this and not do business with them . [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 04/07/2025

  Viator has done a secondary review of the case. Viator has found a technical error prevented the refund from processing initially on March 18, 2025. Therefore, Viator has corrected the issue and a total refund of USD80.00 was processed to customer's original form of payment as of March 25, 2025. Viator has sent an email to customer notifying about the refund as of March 25, 2025.
  
  Kind Regards,
  Viator *************