Viator
reviews and complaints

So, I recently used Viator to book a tour to Hierve el Agua while I was in Oaxaca. I was really excited to see this beautiful natural wonder, but I also wanted to visit Mitla. Unfortunately, I was running out of time, so I decided to cancel my original booking and book a new tour that included both Hierve el Agua and Mitla.

The tour started off well and everything seemed to be going according to plan. However, around noon, we received an update about the schedule and there was no mention of Mitla. I was confused and contacted the Tour Operator to inquire about this. They informed me that as of that very same day (August 7, 2022), Mitla would not be open on Monday (and Tuesday). I was surprised and asked why this wasn't indicated in the product description. They explained that an update had been made, but Viator was holding it up for 24-48 hours for verification.

I was disappointed because I had specifically booked this tour to visit both Hierve el Agua and Mitla, but now I was only going to be able to see one of the two. The tour operator offered to take me to Mitla on another day for free, but unfortunately, it had to be on Wednesday August 10th, which didn't work for me as I was leaving Oaxaca on Tuesday August 9th.

Because I didn't get to visit one of the two announced sites and I wasn't warned about this change before I got on the van, I asked for a partial refund. However, Viator denied my request with a template email. I replied with proof that I was never offered information about Mitla being closed on Monday, including a review on Viator where another traveler complains about unannounced changes to the schedule. Despite this, Viator still took the tour operator's side and denied my appeal.

I feel like both the tour operator and Viator were being dishonest with me. It's frustrating because I specifically booked this tour to see both sites, and now I feel like I wasted my time and money. Lesson learned: I won't be using Viator or Trip Advisor (since they're the same company) again.

This company is just terrible! I've used them a bunch of times and every time there's been some kind of problem. When I was in Philadelphia, they cancelled all the tours I had booked with them less than a day before they were supposed to happen. I told them I couldn't book with anyone else, but they didn't care. So I was stuck there for three days with my two kids, and we wasted over $1000 on hotel fees with nothing to do. It was a nightmare! And when I complained to them, they just didn't care at all.

Then, when I was in Kauai, I booked a few tours with them, but one of the tour operators cancelled on me because they weren't working with TripAdvisor anymore. Apparently, TripAdvisor was double-booking tours and making them look bad. I mean, come on! That's just ridiculous.

But the worst experience I had with them was last April, when I was in Kauai again. I cancelled all my tours with them, or so I thought. But one of the tours wasn't cancelled, and they charged me the full amount. When I called them to complain, they told me there was no supervisor I could talk to, and that someone would call me back in 4-7 business days. But no one ever did! So I disputed the charge with my bank, but they couldn't reverse it because I hadn't cancelled my trip 24 hours before the scheduled day. When I called Viator again to explain my situation, they still refused to give me my money back.

Honestly, I will never do business with this company again. They are the absolute worst, and I've cancelled all my future tours with them. Don't waste your time or money on Viator!

Viator is a company that I would not recommend to anyone. My recent experience with them was very painful and frustrating. My family and I traveled all the way from Los Angeles to Auckland, NZ for a tour that we booked on Viator's website. However, we lost this tour due to all of Viator's tour operators' mistakes. I never thought of Viator as a scam before, but now I believe they are. They refused to refund my $432 tour money, even though it was their fault that we missed the tour.

Our tour was supposed to start at 6:30 am, which was very clear on our tour tickets. However, Viator's car threw us away before the tour started and counted us as no-shows. We were there at 6:27 am, just four minutes before the tour time, but we didn't see any Cheeky KiWi car. I really doubt the car ever came to the place. I understand why the tour operators messed up my phone number. I believe they did this on purpose because I emailed them about my phone number correction, but they only called the wrong number. Viator's website shows 24-hour customer support, but nobody responded to my email except for an email back asking me to pay them 668 NZ. I understand they didn't offer any customer support on purpose too.

Viator is very tricky and talented at scamming people. When they mess up customers' phone numbers, when they don't respond to customers' needs, and when they leave before the tour time (or never show up), Viator counts their customers as no-shows immediately. It's almost a 100% chance that they will get the customer's full tour fee without providing entrance tickets and offering any service, which is fraud and a scam! Of course, they will not give you a refund because they planned this. They threw out their customers but kept their customers' money 100%. Stay away from Viator, who steals your money without giving you tours. They never care about your time, your trip, your suffering. All they need is to steal your whole tour money into Viator's pockets! Horrible, horrible!

I've used Viator a few times before and never had any problems. However, this time I had a major issue and the way Jennifer, one of the supervisors from customer service, treated me was enough to make me never want to use their services again. According to my original booking, they were supposed to charge my card on a specific date, and there was no indication that my card would be charged earlier. The booking even said "Your card will be charged in 8 days (on 02/07/2020)." However, they charged my card the day before without any prior notification, so I was unable to transfer money to my account in time, and they cancelled my booking.

When I called to ask if they could reinstate it, they said I'd have to do the booking again, but this time it was at a higher price. They claimed that the tour vendor raised the prices. However, when I called the vendor, it was the same price as before! When I spoke to Jennifer, I asked her for an email or some contact information for a higher supervisor or corporate, and she lied to me and said she didn't know any! How absurd! She said she couldn't do anything for me, and if I wanted to book solely with the vendor, I should do that. She did not even try to assist me!

It wasn't like I was asking for a cheaper price than what I was originally quoted. I just wanted to pay what they originally quoted me when I first booked the tour. It was their mistake they charged me ahead of time and cancelled my booking, so why was I being penalized for it? The customer service was absolutely horrible, and Jennifer's behavior was unacceptable. She is a supervisor of the customer service department, and she should know better than to treat customers this way.

I will never use Viator again, and I suggest others to book your tours elsewhere as well. You don't want to deal with the trauma and heartache of spending two hours on a chat and a phone call trying to sort out an error on their part, and in the end, be treated like you're not a valued customer. This tour was going to be the highlight of our trip, and now it is absolutely ruined by Viator and Jennifer, a supervisor of the customer service department. I hope they take this feedback seriously and make some changes to their customer service policies.

My family and I recently booked a tour with Viator.com, and unfortunately, we were not completely satisfied with our experience. We had booked the "Columbia Icefield Tour including the Glacier Skywalk from Calgary," but upon arrival at the pickup location, we were informed by our tour guide Mark that the tour only included the Discovery Center and not the Glacier. This was disappointing news, as we had specifically booked the tour to see the Glacier.

To make matters worse, Mark did not offer any assistance on how to purchase additional tickets to the Glacier. When we attempted to purchase the tickets ourselves, we were met with limited cell phone signal, which made the process difficult. Mark had warned us about the signal, but we wish he had informed us earlier so we could have made arrangements beforehand.

When we arrived at the Discovery Center, Mark instructed us to only purchase the Skywalk ticket, as we needed to return by 3 pm. We were not thrilled about this, as we had hoped to see both attractions. However, we followed Mark's advice and purchased the Skywalk ticket.

In hindsight, we realized that Mark did not handle the situation well. He had told us that he could skip other attractions such as Bow Lake and Peyto Lake, and directly go to the Discovery Center if needed. However, he did not follow through on this promise, and we were left with limited time to see both attractions.

To make matters worse, Mark did not offer any assistance in helping us purchase tickets either online or at the center. This was disappointing, as we had hoped for more guidance from our tour guide.

Overall, we feel that Viator should have emphasized that the tour only takes guests to the Discovery Center and not the Glacier attraction. The title of "Glacier Skywalk" is misleading, and we feel that we were not given accurate information about the tour beforehand.

Despite these issues, we did enjoy our time at the Discovery Center and the Skywalk. However, we feel that our experience could have been improved with better communication and assistance from our tour guide.

Viator is not a company that you can trust, and I learned this the hard way. My family and I booked several excursions for our vacation in France through Viator, and we were extremely disappointed with the customer service we received. We encountered several issues with the services we were provided, and Viator did absolutely nothing to help us.

One of the excursions we booked was a Private, Guided tour of three castles in the Loire Valley. The listing specifically stated that there would be a "Professional Guide," and the reviews raved about how knowledgeable the guide was. However, when we arrived, there was no guide at all. The driver informed us that he was only a driver and did not know where the guide was. We spent 2 1/2 hours driving in silence, which was not what we paid for. We contacted Viator to complain about the false advertising, but they did not respond to us at all.

We also booked a Private Van to shuttle us from the airport to our hotel. However, we were left standing in the airport for 90 minutes waiting for our ride. We called the company multiple times while we were waiting, and they had forgotten about us. They sent a taxi instead, but he could not fit us, so he left us standing there. After 6 or 7 phone calls and 90 minutes later, a van finally came. This was not the reliable transportation we had paid for, and we asked for a partial refund, but we received no response from the company or Viator.

Viator does not care about their customers and will not advocate on your behalf. They make money from the tour companies listing their services on their website, not from you. Even when there is blatantly false advertising, they will not help you. Do not trust Viator with your vacation plans.

Last Sunday, my girlfriend and I decided to book a tour of Stockholm on Viator.com. Ramirez, who claimed to be a resident of Sweden for 15 years, warned us that three hours would not be enough to explore the city. The next day, we received a short but sweet message from Viator, detailing the main attractions we would see and asking if we had any special requests. As tourists, we didn't have any.

To cut a long story short, the first 45 minutes of the tour were decent, but things quickly became awkward. Our guide, Ramirez, was dull, lifeless, and avoided answering our questions. We were left to wander around aimlessly, with no direction or guidance. It was like having a crazy mother-in-law as our guide!

Ramirez claimed to be a resident of Sweden for 15 years, but he couldn't even answer the most basic of questions. For example, we asked him about the significance of all the lights on people's and businesses' windows, but he had no idea. It was disappointing, to say the least.

Overall, our experience with Viator was mixed. While the booking process was easy and the message from Viator was pleasant, our guide was a letdown. We would recommend Viator, but only if you can find a better guide than Ramirez.

I recently used Viator for my trip to Paris and booked four services with them. The first service was a car service to pick up my wife and me from Orly airport. Unfortunately, our plane arrived 45 minutes early and when I called them, they told me that they couldn't get a car to pick us up early. I understood the situation, but the car that eventually came was 30 minutes late. It was a bit frustrating, but we eventually made it to our hotel.

The second service was a skip the line tour of the Eiffel Tower. However, the day before the tour, I received an email from Viator that they had stopped offering skip the line tours since July 1st. I was disappointed that they waited until the 3rd week of August to notify me. I decided to cancel the tour and requested a credit. Unfortunately, it has been 5 weeks and I am still waiting for the credit.

The third and fourth services were skip the line tickets for the Louvre and the D'orsay museums. However, it was unclear that we had to pick up these tickets personally and that our vouchers were not tickets. We had to go to the location twice because they would only give us tickets for that day and not a day ahead. It was a bit of a hassle, but we eventually got our tickets and enjoyed the museums.

Overall, I was disappointed with my experience with Viator. The car service was late, the Eiffel Tower tour was cancelled, and the museum tickets were a bit confusing. I don't think I will use them again for my future travels.

I recently had an experience with Viator that left me feeling extremely disappointed. I had booked a day-long tour from London with them, which they confirmed and took my payment of $420. However, when I arrived at the meeting place, no one showed up. I was left standing there, feeling confused and frustrated.

I decided to take matters into my own hands and walked across the street to the tour company office where the actual tour was through (Evan Evans). To my surprise, they informed me that they had informed Viator the day I booked the tour (which was 6 months ago) that there was no tour scheduled for that day. I couldn't believe it! Viator never told me anything about this, and now I was left stranded with no tour to go on.

To make matters worse, Viator didn't want to refund me because they claimed that it "wasn't their fault the tour company canceled." But Evan Evans informed them the day I booked it that there was no tour scheduled for that day. I was beyond frustrated and disappointed. My entire day in London was ruined, and I didn't get to see two bucket list destinations (Stonehenge & Windsor Castle) probably ever because I likely won't get back to London in my lifetime.

When I complained to Viator, all they said was "Sorry mistakes happen," and offered me NOTHING but a refund (which I had to ARGUE to get). I was left feeling like they didn't care about my experience or my time and money that I had invested in this tour.

I will NEVER use Viator again, and I advise anyone wanting to take a tour anywhere to book directly through the tour company. DO NOT USE VIATOR. It's just not worth the risk of having your day ruined and your money wasted.

I gotta say, my experience with Viator was not the best. I was really excited to go on a tour with them, but they let me down big time. They told me they would pick me up right outside my house, but then they changed their minds and told me I had to go all the way across town to meet them. That was really frustrating, especially because I have two elderly parents who can't move very quickly. They wanted me to pay extra money just to get to the meeting spot, even though I had already spent over $1000 on the tour.

The worst part was when they told me they would drop me off at home at midnight. I was really looking forward to getting back and getting some rest, but they didn't follow through on their promise. They never messaged me back and I was left stranded. It was really disappointing.

I don't think you should book with Viator. They don't seem to care about their customers and they don't keep their promises. It's really frustrating when you spend a lot of money on something and then it doesn't turn out the way you expected. I hope they start to take their responsibilities more seriously and treat their customers with more respect.

I had a really bad experience with Viator. Their customer service is terrible and they refused to give me a refund. I would not recommend using this tour company when there are plenty of others to choose from.

I had booked a tour with Viator and they cancelled my booking very quickly. I think they did this so they wouldn't have to purchase my ticket on the day, which cost around ?200. On the day of the tour, I had written confirmation that the Viator Tour Guide would wait for me for 15 minutes. However, when I arrived, they were nowhere to be found. The customer service was very unhelpful and just sent me copy and paste generic replies. I made every effort to make contact with them, searching in the queue(s), but they were nowhere to be found.

In the end, I had to buy new tickets on the day, which was very frustrating and expensive. I would not recommend using Viator as they are very quick to cancel your booking and their customer service is not helpful at all. There are plenty of other tour companies out there that are much better and more reliable.

Overall, my experience with Viator was very disappointing and I would not use them again. Their refusal to give me a refund and their unhelpful customer service made the whole experience very frustrating. I would advise anyone looking to book a tour to look elsewhere and avoid Viator.

So, I recently bought tickets for an Eiffel tour from Viator, and let me tell you, it was quite the experience. I went through the process of selecting a date from the pop-up calendar, choosing a timeslot, and making the purchase. Everything seemed fine until I received the confirmation email, which gave me an address to meet the guide and get our tickets: 225 Rue de l'Universit?. However, when we arrived at the address, we found out that the company did not exist there. It was quite shady, to be honest.

When we tried to call the number provided, it went straight to voicemail with no options of any kind. We were able to start up a text chat with them, and they told us to meet at a lamppost. But when we asked which lamppost, they sent us a photo of a nearby one. Unfortunately, no one was there when we arrived. They then told us that we were booked on a different day, which was quite confusing as I was positive that I had chosen the day I wanted. I had punched it in a number of times, and all the other tours were sold out.

To make matters worse, there was no one else waiting there for a tour, which made me think that they probably give out various locations to different people. When I tried to contact Viator about the issue, it was just as useless as they stood by their shady operators. It's clear to me now that it's not just me who has had this experience, as it has happened to many others.

Overall, I would not recommend using Viator for your travel needs. Their operators seem to be quite shady, and their customer service is not helpful at all. It's a shame, as I was really looking forward to the Eiffel tour, but it ended up being a complete disaster.

We decided to book a tour in Miami through Viator, and we were excited to explore the city. We arrived at the designated time and place, ready to embark on our adventure. However, things didn't go as planned. When we got to Miami Tours, they refused to honor our tickets and claimed that we missed the bus because we didn't check in 30 minutes prior to the arrival time. We were shocked and confused because we had waited outside the establishment for over an hour, and we never saw a tour bus pull up or out. We were disappointed that Viator didn't inform us about the check-in policy, and we felt like we were left in the dark.

The lady at Miami Tours was extremely rude and unprofessional. She got irate and threw us out of the establishment, calling us "no refund idiots." We couldn't believe how poorly we were treated, and we felt like we were being scammed. We contacted Viator to report what happened, but all they could do was "submit a request for a refund." We were disappointed with their response because we expected more from a reputable company like Viator.

We were frustrated that Viator didn't vet their tourist companies properly. As a third-party booking agency, they should ensure that the companies they recommend are trustworthy and reliable. We lost all faith in using their services because they continue to recommend Miami Tours, despite several clients complaining about being scammed. We were disappointed that Viator didn't take our concerns seriously, and we felt like we were left to deal with the aftermath of their poor recommendations.

In conclusion, we had a terrible experience with Viator and Miami Tours. We were treated poorly, and we felt like we were being scammed. We hope that Viator takes our feedback seriously and improves their vetting process to ensure that their clients have a positive experience. We won't be using their services again, and we advise others to be cautious when booking tours through Viator.

I gotta say, I had a pretty rough experience with Viator. I was really excited to book a sailing activity for my trip to Cabo in February 2023. I went ahead and booked through Viator's website, and received an email with the day and time of the activity - February 16th at 5 pm.

So, my friends and I showed up at the dock at 4:20 pm, ready to set sail. But when we got there, Wild Cabo Tours told us that the sailing activity had already departed at 4 pm. They confirmed that Trip Advisor / Viator had provided the incorrect information in their email, since they were just a third party providing the service.

We were pretty upset, obviously. We immediately canceled our reservation and tried to call customer service, but we couldn't get through to anyone. We also sent an email, which I have records of. But since the activity was non-refundable, we had to book the same trip 3 days later directly through Wild Cabo Tours.

Later on, we provided proof of credit card transactions for both the initial booking and the second booking, as well as the email provided by Viator showing the discrepancy. But even with all that evidence, they still denied my claim. So we ended up losing over 300 dollars.

And it's not just me - other people have had the same issue with poor coordination between Trip Advisor and Cabo Wabo (the event host). You can look up this review by going to "Luxury Sailing Yacht and Chef Dinner" under the Cabo San Lucas Tours section of the Tripadvisor website.

Honestly, I feel like we got straight-up stolen from. It's really frustrating to have such a negative experience with a company that's supposed to make your vacation easier and more enjoyable. I definitely won't be booking through Viator again.

I gotta say, Viator is not the most professional company out there. I mean, I called them up on 2/28/23 to ask if my little one-year-old could come with me on a tour in Puerto Rico. They said it was all good, just that he couldn't go snorkeling. So I booked the tour right then and there, thinking everything was sorted.

But when I got to the tour on 04/13/23, after waking up at 4am and driving for three hours, they told me that Puerto Rico law doesn't allow babies under three on boats. I was so bummed out, especially since I had to leave the tour with my kid and miss out on all the fun. And to make matters worse, it's now 4/19/23 and Viator is still giving me a hard time about getting a refund. They say they can't find the phone call where they gave me the wrong info, even though I have proof from my mobile carrier that I called them. It's like they're trying to sweep this whole thing under the rug.

Honestly, I wouldn't recommend doing business with Viator or any of their associates. They're just not reliable and don't seem to care about their customers.

I gotta say, I had a pretty rough experience with Viator. I booked a tour with Niagara Falls Air Tour for July 2, 2022, and got all the confirmations and reminders from Viator saying it was set for 11:00 am. But when my buddy and I showed up at Niagara District Airport at 10:50 am, the pilot told us we were supposed to be there at 10:15 am! I called up the tour company right away, but we couldn't come to an agreement on what to do. Eventually, they offered me a refund as compensation, but it's been ten whole days and I still haven't seen that $198 back in my account.

So I reached out to Viator on July 10, and sent them all the evidence I had, including a screenshot of my call history with the tour company. But you know what they told me? They said I didn't honor the reservation, so they're not gonna give me a refund! Can you believe that? These guys are straight-up crooks, working with the tour operators to scam tourists out of their money. I'm telling you, stay far away from Viator and Niagara Falls Air Tour. Don't make the same mistake I did!

I booked a tour on 06/07/23 to St catharines monastery and white mountain. They wrote immediately afterwards to say they couldnt do white mountain, although I paid for it already. They said they would give me a discount on the second tour I wanted to book. The driver drove so fast and it was so unsafe that the person in the front seat vomited. I did not have access to a seatbelt until two hours in an demanded it. They said it included lunch and seven hours later, no lunch (the tour was supposed to be 6 hours only). Hot dehydrated and terrified from the four hours of driving, I asked to be taken home. They wanted to book my second tour, for a discount. But I didnt feel safe with them. I decided to try again, as I really wanted the second tour. We agree to a discounted price, due to no lunch the day before, and no white mountain. When they showed up to have me pay, they tried to charge me 50USD ‘credit card fee. This tour company is unsafe and unethical. I will be pursuimg legal

avenues, when I return home.

BR-[protected], Tuesday, May 30, 2023

Confirmation Number [protected]

I reserved a boat trip with Gaeta Excursions in Gaeta, Italy, for May 30, 2023. The reservation was made with Viator on May 5 and money was withdrawn from my account on May 28, 2023. The Viator price for two seniors was $45.06. The tour occurred as planned and I was pleased with the guide and the experience. However, at the end of the tour the guide gave me a receipt for 26.60 euros ($28.50). When I messaged Viator later that day about the discrepancy I was told that the 26.60 euros was indeed the amount Viator had paid the vendor. I was shocked that Viator took a $16.56 profit from the $45 I paid for the tour--36.8%. I was also embarrassed because I thought the guide had earned more for the tour. I would have compensated him an additional amount if I had realized before I read the receipt as I walked away. I was overcharged and the vendor was cheated. I will not be booking with Viator again.

On Saturday, May 20, 2023 our group of eleven was dropped off by Brahim Marouani with Transport Touristique.

We walked approximately 3-minutes from the corner to the meeting point I was given by the Vendor: which was Rue de Tiznit – Casablanca – Settat 20000.

This is directly in front of the mosque. We were there at approximately 9:55am. We were scheduled to meet our tour guide for a 10am Casablanca Cultural Tour.

The Confirmation #: [protected]

Booking Reference #: [protected]

The tour guide emailed me four days prior to our tour to inquire about our transportation from the ship to the tour location.

They said it would cost $16 per person. We didn’t confirm that we needed transportation from the port to the tour with the Vendor.

We made our own arrangements, and transport from the port to our meeting location cost us less than $5.00 per person!

So, this Vendor was also going to charge us an inflated rate to travel approximately 1.5 miles to go from the port to the meeting location.

A Vendor should not be allowed to take it upon themselves to incur charges without the client’s advanced confirmation and agreed upon fee and payment method. This Vendor did just that. If the Vendor had arrived at the designated meeting place at the time, per our contract – none of this would have happened.

The Vendor was fully aware of the short distance from the port, approximately 1.5 miles, to the meeting location. I’m also sure that the Vendor knew that taxi services are available at the port location.

The Vendor could have left the port location at 9:40 and still been at the meeting location before 10:00am per our agreement.

There was no one at the designated meeting area to meet us. We attempted to reach someone to find out where our tour guide was.

It was 45-minutes after our scheduled start when we spoke with a representative with Viator.

All he was able to tell us was that the Vendor noted the maximum waiting time was 9:40 am. This didn’t make any sense to us because our meeting time was for 10:00 am.

It was afterwards that I realized the vendor had scheduled a transport from the port without confirming it with me.

It is not my fault that the tour guide decided to pay for and send transport to the port without confirming whether we wanted or needed transport. AND for them to do so without confirming the payment was ridiculous.

Also, the Vendor sent a message apologizing for a delayed response because they could not access their email. I am sure you at Viator know that receiving messages on a cruise ship is not always possible either. Because my group was traveling on a cruise ship with limited internet access is the reason I was sure to make all arrangements before boarding the cruise ship, so we knew where we were to meet our tour guide.

My group was EXACTLY WHERE WE WERE SUPPOSED TO BE AND WE WERE THERE ON TIME!

AS THE VENDOR INDICATES IN THEIR MESSAGE - I NEVER CONFIRMED THAT WE NEEDED TRANSPORTATION FROM THE CRUISE SHIP!

I AM REQUESTING A FULL REFUND FOR MY TOUR BECAUSE IT WAS THE VENDOR’S FAULT THAT IT DID NOT TAKE PLACE.

THE VENDOR WAS NOT AT THE AGREED-UPON MEETING LOCATION AT THE TIME PROVIDED IN MY CONFIRMATION DOCUMENT

Shame on them! We got 2 of the 5 stops listed on the site for the itenirary for this excursion. The van used could not run the AC for a while due to overheating. The three of us in our 60s and 70s stood on the side of the road in the middle of nowhere until we flagged down a van to take us back to the cruise ship. I provided documentation proving the seller lied about paying for lunch and ride back to cruise ship to compensate us for this excursion going bad. They never asked him for his receipts and still sided with him! I got less than half of the itinerary, had to arrange and pay ($40) for a ride back to prevent missing the ship departure and was denied any refund. I tried to be fair and only requested 50% refund and still Tripadvisor determined this was not justified and denied the refund. So I assume Tripadvisor feels getting 50% of what you paid for and having the seller straight up lie about compensating us for the breakdown and cutting the trip short still translates to paying full price. I will never use trip advisor again and neither will the 16 people we traveled with on this cruise. Word of mouth is a very powerful tool and we are surely going to tell everyone we know how this was handled.

In addition, I was hung up on twice by the call center, promised twice a supervisor would call back (none did) and generally treated like I was trying to take advantage, instead of being treated like a valued paying customer. The declined response was sent immediately, which does not sound like "that all avenues have been thoroughly investigated" and the end result is they got paid so tough luck to us. As I stated before, shame on them! This is the worst example of customer service I have ever experienced and a shining example of corporate greed over doing the right thing. At a minimum, I should have received a returned call, decline should have waited until all the facts were in, and been treated like I was a paying customer not a con artist trying to get a few dollars out of Tripadvisor.

We are waiting now for over 2 weeks for a refund to be paid into my account. We had booked a Vespa and side car with guide tour round Rome on the 14.04.23 as in the add and for the side car and vespa advertised and informed we would get and when it turned up, it was completely different and like a box on wheels

We contacted the company and yourselves on the day and due to the situation and state of the bike and side car that come, YOU agreed and also sent confirmation on the day that a full refund would be made.

The Booking Ref was BR [protected] and on the email confirmation of the full refund on the 14.04.23 there was also a Ref 00Dd0gJSL _ 5006T2B9xSM.

I have sent Numerous emails and I also called customer service who said I need to waist for a phone call from the department dealing with this to explain? I am not accepting any further excuses, delays or comments to the refund not being Paid. I have sent also a photo shot of the email confirmation to the payment being made

We purchased an Eiffel Tower tour For December 23, 2022. (Booking Ref. BR-[protected]) We went to the provider's office (Tour Operator: History Group) and they told us that the Eiffel Tower tour had been cancelled due to technical difficulties. They said they had notified Viator that the tour was cancelled, but suggested that we contact Viator when we got home. When I was able to get on the Viator website, it said that we had completed the tour. When I disputed that, I received a message that Viator was not responsible for the tour. Well, I paid Viator and Viator knew that the tour was cancelled, so I expect Viator to refund the money in its entirety.

On March 20,2023 I booked a transfer to Charles De Gaulle Airport from the 26th of March. This was a overnight flight with two children we were waiting for 45 minutes ,and the driver never showed up so I was forced to get a legitimately a taxi to transfer My Family and I to the hotel. The Vrator driver called me a hour later that he was waiting for me . According to what he said I was supposed to be waiting for him , he is a very irresponsible driver and I asked him for a refund and he said no refund. We own a travel agency in Miami FL and I will make sure none of my costumers will book any transportations with Vrator as well with other travel agency . My name is George Abreu my conformation number is [protected].

I booked a trip for the next day 12 noon, I then didn’t receive any email confirmation and the booking wasn’t shown on my account. When I contacted Viator they told me that they could not find any reservation under my name and account details, however the money had been taken from my account. I was assured that I would get a refund due to there not being a booking. I got a phone call the following morning from a driver saying he’d pick us up in 10 minutes. However I’m only here in Poland for 3 days and I chose to go to Auschwitz today as I couldn’t waste a day waiting to see if the tour turned up when I’d been told that I didn’t have a place on it. When I contacted the tour company they would not offer me a refund or date change, and Viator would not offer me a refund either. I have emails between me and Viator and them telling me there is no booking.

This fraudulent company has taken £140 from me .

I booked a tour through Viator to De Palm Island in Aruba at a cost of £181. The sent me my ticket with details for where I pick up this excursion. They asked me to contact De Palm Island phone number which I did ahead of my arrival. I asked them to clarify where I was to pick up the trasnportation. I was asked 'What does the ticket say', I answered them, 'Well thats where we pick you [protected]@ was the rude reply. I turned up at the address Renaissance Wind Creek Resort, where we waited for over an hour to be picked up. On asking for help from staff there the answer was they do not have a De Palm Island Desk at their Hotel and if the ticket says pick up there, wait outside.

After an hour, with no reply from the phone number we had for them, we went back to the cruise Port. On returning to the UK I went on to Viator to complain. I spent another two and a half hours on a chat line. After explaining to the agent what happened he first replied, your ticket shows pick up at Renaissance Wind Creek, with the address. Yes, thats where we were waiting we replied. Let me look into this was his answer. While I was waiting for a reply from him, I made some phone calls myself to the Renaissance and De Palm Island Company who advised their pick up for De Palm is acutally the Renassance The Ocean Villas, not Wind Creek. Once the agent came back to me, I told them that, His answer was. Oh Yes, they advised us LAST NIGHT that they changed pick up location. My reply was My excursion was LAST MONTH... He then changed his answer Oh, what I meant was we were told on the 24th (the day before my excursion).

Why were we not told I asked .. after a while he replied I WAS SUPPOSED to call De Palm Island, those were the instructions on the ticket. When I complained I did! and they said the address is the one on the ticket. He then made an excuse that De Palm Island sent us change of pick up date on 24th. Which they did not!

His next answer was... The Rennasance Wind Creek is the same address as the Rennasance Ocean Club. My reply was, after researcing a google map was no it's not, it is about a five to ten minute walk across the other side of the Blvd and down by the water!

He kept saying he will ask De Palm Island to issue a refund. After having had another one of my tours canceled by Viator in St Vincent with no notice to me, I was told by the suppler who I ended up paying cash to for a tour explained Viator suppliers take 25 per cent commission and do not pay until the following month. I then mentioned this that they cannot refund me as they had not even been paid for it yet.

He apologised and said it is their process!

I said my process and contracted agreement was with Viator, not De Palm Island, I paid my money to Viator, I received a ticket with instructions from Viator. I followed those instructions, which was the incorrect information. They failed to supply me with the tour I booked, (through failing to give me correct information), Viator are due to refund me not De Palm Island, it was not their fault Viator sent me the wrong information.

His reply was repeating the fact their process is to go back to De Palm Island.

After two and a half hours I decided to send an email to their Chairman Ben Drew and the customer services email the agent gave me, That evening late at night I received cancellation notices for tours I had booked and due to take LAST MONTH! Despite cancelling the tours, they still attemted to take money from my account! They also lied explaning they had to cancel one of the tours because they company did not do tours on Mondays anymore! They did!

Today I received a reply stating I am not going to get my refund. No reason why!.

There are complaints about this company all over the social media. Unfortunately they are now part of Tripadvisor who it appears refuse to post negative remarks about Viator now they have joined together. How can I get my refund.

Customer Care [Viator]

16:00 (1 hour ago)

to me

Hi Marion,

Thank you for your patience.

We regret to hear about the circumstances surrounding your refund request. Viator strives to make every attempt to address our customers' concerns.

Unfortunately, at this time we are unable to offer a refund.

We apologize that you were not able to fulfill your travel plans, and hope that we may be of service to you in your future travels.

Regards,

Rogelyn Mae

Viator Customer Service

This was on my ticket

Marion Barnes

De Palm Island with Bus Transportation

De Palm Island

Sat, 25 Feb 2023, 10:00 am

English - Guide

2 Adults

Booking ref.: BR-[protected]

Tour operator: De Palm Tours VBA

Tour operator product code: ri169962

Tour operator confirmation no: [protected]

Need to make chang

Booking ref.: BR-[protected]

Tour operator: De Palm Tours VBA

Tour operator product code: ri169962

Tour operator confirmation no: [protected]

Meeting and pickup

PICKUP POINT

Renaissance Wind Creek Aruba Resort, L. G. Smith Boulevard 82, Oranjestad Aruba(ph: [protected])

START TIME

10:00 AM

This is the time your tour/activity starts. Please contact the local provider to confirm your meeting or pickup time.

ADDITIONAL DETAILS

Lobby of the hotel

Pickup point

Before you go

Please visit any De Palm Tours desk to re-confirm your reservation and get your pick-up location and time. De Palm Tours has sales/concierge desks in most hotels on Aruba including Marriott Resort, Marriott Ocean Club, Marriott Surf Club, Radisson Blu, Holiday Inn, Barcelo Aruba (Lobby and Beach Side), Hilton Resort, RIU Palace, RIU Antillas (Main Floor and Downstairs), Marriott Courtyard, Amsterdam Manor, Eagle Resort, Paradise Beach Villas, Costa Linda, Renaissance Marina, and Renaissance Suites. You may also visit De Palm Pier, their Main Office, Atlantis Center, and Port de Palm.

Hotel pickups commence approximately 30 - 60 minutes before listed tour departure time.

Inclusions & exclusions

TOUR OPTION DESCRIPTION

Duration: 6 hours

Pickup included

WHAT'S INCLUDED

Hotel pick-up and drop-off

Lunch Buffet, Snacks, and Open Bar

Regular Beach Beds, Palapas and Other Beach Facilities

Kids Waterpark, Drop Slides, and Daily activities

Banana boat rides (Min. 10 years old and/or 50" tall)

Use of Snorkelling equipment

Six hours to spend on the island

WHAT'S NOT INCLUDED

Gratuities

SeaTrek, Snuba, and Massages

BR-[protected]



This message was sent with High importance.

This message was sent with High importance.

annelie russell

[protected]@viator.com

I'm reaching out to tell you about my terrible experience on one of your tours recently. The worst experience we have every had in a tour.

I've never been a more disorganized, more disappointing tour. We got picked up late. Ok, life happens then taken to a gas station to go on another bus. We waited 30 minutes on a full bus, with no information about why we were waiting. Finally, we left, and our tour guide hardly spoke in English at all. It was mostly Spanish, Portuguese, German, and very minal English.

For most of the trip, we didn't know what was happening. They only serviced rum and coke on the boat, but nothing else. Not even water. Got to the island, and we were drag to different places we could buy cocktails in a coconut and in a pineapple. We were a bit surprised because we thought drinks were included. Next were the bar only served rum and coke. We had to pay if we wanted beer. Lunch was barely anything by the time we got through the line. Not to mention they ran out of utensils, so we had to eat with our hands. Not ok!

Catamaran home was a smaller boat that didn't have room for everyone to sit and was a huge party boat. We couldn't even talk it was so loud. Oh yes and the bathroom on the boat that didn't flush that was overflowing. Disgusting!

Also, our guide was drink rum all day. He was very unprofessional and unpleasant to deal with.

At the marina, there are no bathrooms.. on the bus ride back, I needed to go to the bathroom. They stopped on the side of the road and let me out to go with Derek holding a towel I was shocked

Anyway, we feel we should compensate for such a terrible waste of money and time.

Please contact me ASAP

Annelie Russell