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:03/25/2025

  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 have used Viator many times and this is the first time I bought tickets that were invalid. On 24 March 2025, I purchased two 2-day tickets for Sky *** Bus ***** for $133.83. On 25 March 2025, I tried to redeem my tickets. Personnel at Sky *** Bus ***** indicated they do not have a business relationship with Viator and that today's activity was sold out! I spoke with three different employees and they all said the same thing. Before my tour I tried to contact the tour operator and received no response. After being turned away, I emailed Viator's customer service and requested I be refunded $133.83. Viator responded, "Unfortunately, at this time we are unable to offer a refund. As per local tour operator: Kindly notify the customer that we have previously provided the ** code voucher to you. Should there be any issues with the ** code, please provide us with evidence so that we can investigate the matter further. Our records indicate that the voucher has already been utilized. Therefore, we regret to inform you that we must decline the refund request." Viator's local representative lied. I sent another email to customer service that explained I spoke with three different skyhop bus tokyo representatives and none of the three would accept the Viator voucher/** code. The ** code was never scanned by them. My only evidence is that I had to purchase a ticket directly from them. I also suggested that to complete a true investigation they need to speak with the personnel at skyhop bus tokyo rather than relying solely on the word of their local Viator representative.

  Business Response

  Date: 03/25/2025

  Following a thorough review of your case by Viator, a decision has been made not refund the customer, since they were provided the tickets with QR Codes to participate in the experience. After Viator's conclusion, it was received the proof (photo) of the new tickets' purchase at the site, and Viator has forwarded it to the local tour operator for further evaluation.

  At this moment the local tour operator has stated that the original tickets were redeemed in their system, and Viator can't provide the customer with a full refund until full evaluation from the local operator of the evidences.

  Viator apologizes for any inconvenience caused and appreciate the customer's patience in this matter. ********************** will update the customer with any further additions to this case. However, at this moment, no refund can be granted to this booking.
   
  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. 

  [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:03/19/2025

  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 reached out to a number of individuals for assistance and have not received any responses or assistance with my situation.I purchased this trip through Mileage Plus shopping with Viator in April 2024. I confirmed with Cartera that it was booked properly back in April 2024. I was told that I would not receive my miles until 4-6 weeks after I completed this trip in November 2024. I was told that Viator stated I did not complete this trip. I am sending documented evidence that I did indeed complete this as booked. This was 12 miles per 1.00 spent. I specifically booked this tour with you to receive these miles. I paid ******** which Viator should have paid out via Cartera ****** miles. I am sending these documents to show this was completed and I should have received these miles by now. Cartera has contacted your office a number of times but still has not been paid their commission or me getting my miles. I have booked many trips through United mileage Plus/Viator and have always received my miles timely. Please investigate what is the delay for this transaction.I have about 7 more trips booked with you and hope I do not have this problem again.I have included the last correspondence with United Mileageplus/Cartera using Viator My booking summary from Viator showing completed Payment summary of $******** paid to Viator Confirmation when book in April 2024.I look forward to a solution since this is close to one year since booked with you.****** ****** Booking BR-********** April 2024 ************

  Business Response

  Date: 03/27/2025

  Viator has reviewed this booking. Viator shows that the customers transaction was done via ****** search and not through Mileage Plus shopping or ******* directly. Viator does not have any ties to any mileage rewards, which means Viator is unable to award the customers mileage points for their booking. On Viators end we see that the customer navigated away from their original cookied link that would have given them the mileage points, this ultimately caused the customer to not get credited through the original link/company. Viator is unable to assist further with the customers mileage request as this booking was not attributed to the miles account they have through United/Cartera, which is not Viator. 
  Kind Regards,
  Viator Customer Care
  
  

  Customer Answer

  Date: 03/27/2025

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

   

  This is not correct, I have attached the paperwork from Cartera stating I did indeed book this through their site and did complete the tour in full.  I would like to see some kind of documentation from viator that proves your response. My proof states otherwise. I went on line and read that Viator tends to deny the high value tours with United/Cartera to avoid paying commissions to Cartera who actually issues the miles to the client.   I was told by Cartera you denied my booking stating that there was no documentation that I completed the tour. I have also provided this too.  I do appreciate the quick response but any company can make up a reason to not pay out.  This is what you doing without any proof which I do have and provided it to the BBB and you. Please go back to review this. I specifically booked this $2,900 tour through you to receive my points. I found others companies that compete with you at a lower price. If this is not settled in my favor I will also be sending the documentation to the  ***************************** under fraud practiced by Viator.

  [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 bookings details and the partner attribution details. The booking partner attribution information on this booking shows that the customers transaction was done via the ****** Search channel and not through Mileage Plus shopping or ******* directly. On Viator end we see that the customer navigated away from their original cookied link that would have given them the mileage points, this ultimately caused the customer to not get credited through the original link/company. Viator is unable to assist further with the customer mileage request as this booking was not attributed to the miles account they have through United Mileage plus or Cartera.
  
  Kind regards,
  Viator *************

  Customer Answer

  Date: 04/07/2025

  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.] I have given proof that this response is incorrect and dishonest to a viator customer. Looks like they get away with this scam a lot. My next step is the ** complaint in *************. BBB was not helpful at all 
  
  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:03/15/2025

  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.

  I contacted Viator on 3/13/25 on there website via message talking to a live agent. I asked them 3 times just to be sure if I had to book this activity for myself even though I was not participating or if I could just book for kids ages 10 and 11 years old. I was told that I had to book for myself as well. I purchased three tickets. Once I arrived at the activity I was told by the owner that I did not have to purchase a ticket for myself since they allow bookings for ages 8 and up. I was told to contact Viator for a refund since I was not participating. I did not participate at all. I contacted Viator three times requesting a partial refund and was denied all three times. Original price paid ******, refund request *****. If you could help me resolve this matter it would be greatly appreciated. Thanks in advance!

  Business Response

  Date: 03/16/2025

  On 3/13/2025, the customer independently booked the Beginner Scuba Diving with Turtles and Videos, San **** expereince for the the same day travel date of 3/13/2025.  We have checked our call records and found no evidence that any Viator agent advised that the customer needed to book for 1 adult in order for the kids in the group to participate.  The customer did contact ********************** after checking into the tour and being advised by the local tour operator that it was not necessary to book for an adult and requested a refund.  The customer also stated on the call that she sent an email asking Viator about whether she needed to book an adult ticket in order for the children to participate.  We have checked our records and found no email about this matter from the customer.  ********************** does stand behind their word and is willing to refund the customer if she is able to provide proof of her claim.  Viator believes in customer satisfaction.
  
   
  Warm Regards,
  
  ******
  
  

  Customer Answer

  Date: 03/16/2025

  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 response from the business stated that they dont have any record of me calling prior to my booking. I never stated that I called them prior to my booking. I spoke to an agent via the help center/speak to an agent on their website and was advised that I had to book an adult ticket. That was also included in my complaint. 

   

   

  Business Response

  Date: 03/26/2025

  Thank you for contacting Viator Customer Support, 
  ********************** has re-reviewed the refund request on 3/25/2025. Viator has determined that incorrect information was provided to the customer regarding the purchase of an adult ticket in order for her children to partake in the tour. As Viator has verified this error Viator has now issued a partial refund in the requested amount of ***** USD. Viator has sent an email to the customer confirming a partial refund has been processed and has provided the customer with all refund details. We apologize for any inconvenience. 
  Kindest Regards 
  Viator Customer Support 
  
  

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked an excursion with Viator for an e-bike tour in *******, ******. When we got to the business there were six other people there for this excursion. The business did not have any e-bikes available because they said that the batteries were not charged. They tried to put us on old scooters that some of them had brakes not working. Everyone there told them they did not feel safe on these old scooters. The person in charge told us we could all have our money back but we had to go back to the business we booked it with, which for us was Viator. I did this and Viator told us that they would only give us back $20.00 of our money back that the owner denied our refund. My charge card company is fighting with Viator but they keep denying us. Two people that were on this same excursion got their money back from ********************* because they knew that the service that was offered was not available on the day of our excursion. Viator even had pictures on their website showing e-bikes that we were supposed to have had and yet Viator is not backing their customers that were not given the service they had booked. I called viator again today to talk to viator and told them that another couple with us got their money back and they told me that we still cannot have our money back. Viator is selling excursions on their site and allowing business like this one not given the customers what they booked for. The small scooters they tried to give us such as my husband's did not have working back brakes and the turn signals were not working, these scooters were very unsafe. They had us try them out on their sidewalk in front of the store and I was petrified. Everyone in that group that day asked for their money back and that business told us we could.

  Business Response

  Date: 03/16/2025

  The customer booked the Cozumel: City Tour by E-bike for a travel date of 2/11/2025.  We looked at our records and show that this customer is the only one that has booked this excursion through Viator.  We have no records of other customers that booked this same excursion through Viator.  As far as the customer referring that other travelers were refunded, we are not aware of.  The customer did contact ********************** on 2/17/2025 to submit a refund request.  The local tour operator did deny the refund request stating that the customer initiated to step down from the tour after the safety briefing however the bikes were ready and in good condition for the tour.  On 2/26/2025, Viator received notification from the customers bank that a chargeback was filed.  Once a chargeback is filed, Viator **************** is no longer able to intervene in the refund request process and the decision of a refund is  now left up to the customers bank and the ********************** Chargeback team.  The chargeback is now currently under review and the customer's bank will decide the outcome.  We understand the customers dissatisfaction of the refund denial however now this is under the discretion between the customer bank and the ********************** Chargeback Team.
  
  Warm regards,
  
  Viator ****************

  Customer Answer

  Date: 03/16/2025

  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. 

  Dear BBB

  
  

  I received your response back from Viator and you asked for my response.

  
  

  I thought I was supposed to go to the next page to give my response and apparently I was to make my response on the page before. 

  
  

  
  

  How can I give you my response?

  
  

  I will give it here, and if it's not correct could you please send it to me again to do it right?

  
  

  
  

  
  

  There were two responses that Viator gave you. 

  
  

  One bring that the only booking that day with Viator was with my husband and I.  There were six other people there that day for the same excursion.

  One being our friends that was on the cruise with us. They booked with a business called *********************. They followed through like we did after the bike store telling us we had to go back with the business that booked our excursion to get our refund. They received their refund because *************** Group told the owner that you cannot treat our customers like that. These people were to receive e-bikes for their excursion not outdated unsafe scooters that some of them had no back working breaks or turn signals. 

  
  

  Our friends received a call back from *********** Excursion apologizing and giving their money back. 

  
  

  The gentleman gave his name to our friends for in future needs. His first name is ******** the phone number is ************************ @ Shore Excursion Group.

  
  

  
  

  Number two: This business falsified their response to Viator.  He had no e-bikes on the date of our excursion. He told all eight of us that his batteries were being charged. Our excursion was an early morning excursion and there should have been no reason why this business was not prepared for our excursion.  We are e-bike riders and we know that batteries need to be changed ahead of time. We were looking forward to this excursion.

  
  

  Number three:  this business tried to give us outdated scooters with breaks not working properly and signals. Everyone that morning told them we did not feel safe on these outdated scooters.  They had us try them out on their sidewalk and I was scared because they were so outdated and unsafe. 

  
  

  
  

  Please help us out anyway possible.  It's really sad because my husband and I have booked many excursions with Viator in the past and we cannot comprehend why they will not back their customers.  We know this is only $122.00, but no matter how much someone pays, we should never be treated like we are liars just to get a refund. We are senior citizens that know that safety is very important and not to ride on outdated scooters that would be unsafe for any age. 

  
  

  Thank you 

  
  

  ***** & ******* Townsend 

   

  Dear BBB

   

   

   

   

  Business Response

  Date: 03/25/2025

  Thank you for contacting Viator ****************. 
    ********************** has reviewed the case and as perviously advised on 2/26/2025, Viator received notification from the customers bank that a chargeback was filed.  Once a chargeback is filed, Viator **************** is no longer able to intervene in the refund request process and the decision of a refund is now left up to the customers bank and the ********************** Chargeback team.  The chargeback is now currently under review and the customer's bank will decide the outcome.  We understand the customers dissatisfaction of the refund denial however now this is under the discretion between the customer bank and the ********************** Chargeback Team.
  
  Warm regards,
  
  Viator ****************

• Initial Complaint

  Date:03/08/2025

  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 got sick and was not able to go on a tour. I notified them and they said they would not issue a refund. So I tried to go, but as in the lobby eating a snack in site of pick up area and they just left without us. They refuse to issue a refund if the cost of the tour

  Business Response

  Date: 03/11/2025

  Viator has reviewed the case. The customer made a booking for ********************** Buggy Tour with Cenote Swim and Mayan Village Visit. The listed rate was USD ****** for 2 people for travel date of March 6, 2025
  
  Per the Terms and Conditions of this activity, the cancellation must be done at least 24 hours prior to the experience's start time. Customer contacted ********************** requesting cancel within 24hours of the activity due to sickness, and Viator has informed customer that there is no refund based on the Terms and Conditions of this activity.  Then, customer said they will attend the tour.
  
  On the travel date,customer was late to be at the pick-up point and missed the tour. Viator sent a refund request to the local tour operator, but they didn't approve refund.Viator has still issued a partial refund of USD ***** for this booking as a gesture of goodwill.
  
  Kind ************************************************

• Initial Complaint

  Date:03/08/2025

  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 purchased tickets for a sunset cruise for Sunday March 2, 2025. I received tickets for Monday March ******. I arrived at the launch on March 2 only to find the tour guide who told me he was booked with another party on that date and I was scheduled for the following evening. I had no internet access at that point. I looked at my emailed ticket and it was for the wrong date. I cancelled with the tour guide at that point. 30 minutes later I was able to get internet access and called TripAdvisor which was 18 minutes less than the 24 hour cancellation policy allowed. But I had cancelled directly with the tour company before then. I talked to TripAdvisor for a total of 55 minutes to try to get them to refund my money, $375. They told me that they would correspond with ******************** to see if I had contacted them and cancelled and I would be ccd on the emails. I have received no emails in this regard. Florida Island Tours called me the next morning (now 12 hours before ticketed departure) and said if TripAdvisor called them they would tell them I cancelled before the ******************************************************************** March 2, and was given tickets for March 3, 2025. For lack of internet access, I was 18 minutes late cancelling the tickets for an incorrect date.

  Business Response

  Date: 03/11/2025

  After reviewing the customer's inquiry it was verified that the local supplier denied issuing the refund of USD ******. Customer purchased tickets using self-service, for Monday March 3rd, while apparently they intended to purchase tickets for Sunday March 2nd. The local supplier, ************************, has advised that the customer showed on the wrong date, so the customer was not allowed to join the tour. The local supplier has advised that they communicated several times with the customer, denying the refund, claiming that the customer requested the cancelation when the booking was already non-refundable. Viator contacted the local supplier as well, and they confirmed that the refund was denied. Because the customer has already initiated a chargeback with their financial institution Viator cannot assist 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. 
  Kind Regards,
  Viator Customer Care
  

• Initial Complaint

  Date:03/06/2025

  Type:Billing 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.

  11/20/2024 Amount: $1572.72 This was a fraudulent merchant. I was charged for services I never received. I attempted to dispute with my credit card. I have contacted Viator multiple times and have not received a response. I have e-mail and What's App screenshots to support.

  Business Response

  Date: 03/07/2025

  After reviewing the customer's inquiry it was verified that the local supplier denied issuing the refund of ******* USD because the "Cinque Terre Tour from ********" took place on 11/20/2024, as per the described itinerary. All arrangements, inclusions, and advertised services were provided. Because the customer had already initiated a chargeback with their financial institution Viator cannot assist 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. 
  Kind Regards,
  Viator Customer Care
   

  Customer Answer

  Date: 03/07/2025

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

  The merchant did not provide any services that matched what was promised on the listing. I have multiple screen shots of the listing, email communication and WhatsApp communication to support that. Additionally, the chargeback I initiated with my credit card was back in November and is unfortunately closed. My credit card informed me that I need to be issued a refund from Viator directly. As per previous communication, Viator has since taken this tour/merchant off its site, supporting my case that this is a fraudulent merchant. I have since closed that credit card. Viator can mail me a check for the refund. 
  
  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: 03/11/2025

  Viator has re-reviewed the case. The local tour operator has denied the refund request stating the tour was executed exactly as advertised - English driver only (not English guide). As customer has filed a chargeback, the case was investigated further, and it was settled as Viator won the chargeback.
  Even though the local tour operator has denied the refund, Viator has processed a partial refund of USD ****** to customer for this booking as a gesture of goodwill.
  
  Kind ************************************************

  Customer Answer

  Date: 03/19/2025

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

  Thank you for getting back to me. The local tour operator is lying. Their description of events is not accurate, as I have stated numerous times. To reiterate:
  
  On November ******* I was charged for what we thought would be a tour of all five ************ villages. I have multiple screen shots of the description of the tour we booked. Below is what actually took place.

  
  1.      The activity is titled Cinque Terre TOUR from ********. The local tour operator has failed to address the fact that who they sent was a driver, not a tour guide. He knew nothing about Cinque Terre. He did not know where to go or what to do. Often times, he stopped to ask locals for directions because he did not know where to drive. People in our party were pulling up Waze/GPS for him on our cell phones. Yes, we requested to be driven from town to town but again, the description stated it was a TOUR. The local tour operator never communicated the driver would not be a tour guide. 
  
  2.      The driver did not speak English. The description specifically states available in English. We had to seek out bi-lingual locals where someone who could speak English unlike our driver to communicate with. The local tour operator stated the driver spoke "sufficient" English which is not accurate - the driver did not speak English. 
  
  3.      The description specifically states *********** + the five beautiful villages of the ************. We were not taken to all five villages. We were taken to two: Riomaggiore and ******************. We paid for a tour for all FIVE Cinque Terre towns as advertised and we were only taken to two. 
  

  4.      Under tips, the description states to wear comfortable shoes. It was never disclosed that we would be dropped off at remote locations because the driver did not know where he was going and have to walk miles. The description does not disclose that a significant amount of walking would be involved. We had elderly people in our party who were unable to participate. I have brought this up several times and the merchant has failed to address this fact. They mention it was shared that a boat would be weather permitting; that has nothing to do with anything.
  
  We are American so yes, we did tip the driver. It was not the driver's fault that the local tour operator sent him on a job he was not knowledgeable or capable of. I do not know what the local tour operator is referring to when they mention additional services were requested. Again, this is not accurate. 
  
  To reiterate, I reached out to both the local tour operator and Viator for assistance while still with the driver I have multiple screen shots from What's App. I also have multiple screen shots of my e-mail communication with the local tour operator and Viator when I initially requested the chargeback; neither of which received a response. 
  
  I have an additional 7 people from my party who can confirm all that I shared about this experience and what actually took place. All in all, this activity was a scam. Nothing about the description of what was promised was accurate or what we actually received. This is clearly a local tour operator that tried to take advantage of people by exploiting a language barrier. You cannot advertise available in English and send a driver that does not speak English. You cannot advertise a tour and send someone who has zero knowledge of the area. You cannot advertise a visit to all five villages yet only take guests to two. You cannot advertise most travelers can participate and not disclose you would be dropped off miles away from the actual village and be asked to walk to it because the driver is unfamiliar with the area and does not know how to drive closer.

  
  I also would like to reiterate again that this activity and local tour operator have since been taken down from Viators website proving my point that this was a scam and fraudulent merchant. I am adamant this merchant should not be paid, as they did not deliver anything that was promised. Based on all of the above, either the local tour operator or Viator need to refund me for the full amount.
  
  
  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:03/05/2025

  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.

  We booked a tour for 19th that was supposed to be a small group tour with a maximum of 12 participants. The tour was changed around and we ended up in a group with more than 20 people. A large group tour was half the price and they switched us into the larger group without our permission and never offered to credit us the difference. The owner stated we were lucky to even be on the tour. There were plenty of tickets available that day for a large group tour. TripAdvisor/Viator has a no refund policy allows their vendor to change terms without consequences to the detriment of the buyer.

  Business Response

  Date: 03/06/2025

  The customer has initiated a chargeback with their financial institution and Viator cannot assist 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. 

  Regards, 

  Viator Customer Service

  Customer Answer

  Date: 03/13/2025

  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 have every opportunity to state you will refund me. You denied me on all accounts and then sent multiple screenshots that incriminate your behavior. I am more than willing to call the credit card and cancel the dispute if you agree to a refund. 

  
  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: 03/26/2025

  As it is informed earlier, Viator cannot provide assistance for this refund request because the customer has already initiated a chargeback with their financial institution. The customer will need to follow the chargeback process as described by their financial institution. Once a decision has been made after the investigation performed by the customers financial institution they will reach out and advise on the outcome. In this instance, Viator would only be able to revisit the refund request if there was not a chargeback pending. Otherwise, as stated above the customer will have to await the decision from their financial institution.
  
  Kind ************************************************

• Initial Complaint

  Date:02/19/2025

  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.

  Date of transaction paid using ******:February 13, 2025 Amount Paid: $260 Event:Twilight Sip and Dine Tour Sarasota Booking reference: c9cb61ea-7192-48c7-a547-b7a9d63de845 for ********** Sarasota- A Walking/Food Tour (adults 21+) on Feb 18, ************ Reference: BR-********** Itinerary Reference: IT-********** External Booking Reference: c9cb61ea-7192-48c7-a547-b7a9d63de845 (****************************************************************************************************************************************)************** (tel:**************) Date of Event:Tuesday, 18 Feb, 2025 - 5:00 PM Nature of dispute:Tour guide never arrived, did not return call until the day after the event, telling me she thought another company canceled my reservation. I called Feverup because that's who I booked with but then this company ****** contacted me through an email etc and they said they would refund my money but then immediately closed out my the incident report saying solved, but no money was refunded. I contacted them numerous times and they declined to answer. I this these companies are running a huge scam on people.

  Business Response

  Date: 02/20/2025

  Thank you for reaching out to ***************** ********************** has reviewed the complaint and can advise this is still under investigation with the Local Tour Provider, **********************. Viator will provide a resolution within 72 hours of when the complaint was received. In this case, the complaint was received on Feb.19. 
  The customer made the booking through *********** and would need to go through *********** for any updates as Viator is not the merchant of record and has not collected payment from the customer. 
  
  Thank you,
  ********************** ****************

  Customer Answer

  Date: 02/21/2025

  [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:02/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a Big Bus Tour scheduled through TripAdvisors on 2/14/2025 &2/15/2025. Due to weather I was not able to make tour bus. I asked for a refund but Trip Advisors denied it. I don't think that is fair because I didn't us the services. Confirmation#********** Booking Ref#**********

  Business Response

  Date: 02/19/2025

  Following a thorough review of your case by Viator, this reservation's records indicate that the request has been addressed accordingly.
  
  At Viator, it is assured that the customers feel heard, and that the **************** makes all possible effort to provide a fair and congruent resolution. The customer claims they could not participate in the experience due to the weather conditions. However, the Local Tour Provider has confirmed that all activities have carried on as per scheduled. 

  Additionally, at the booking placement, the customer agreed to the terms and conditions on the product page which are below:

  - You can cancel up to 24 hours in advance of the experience for a full refund.
  - For a full refund, you must cancel at least 24 hours before the experiences start time.
  - If you cancel less than 24 hours before the experiences start time, the amount you paid will not be refunded.
  - Any changes made less than 24 hours before the experiences start time will not be accepted.
  - Cut-off times are based on the experiences local time.
  
  Viator feels sorry for any inconvenience caused and appreciates the understanding in this matter. Should the customer have any further requests or questions, are remain at disposal.
   
  Kind Regards,
  Viator Customer Care