Viator – Page 4

We were due to go on our tour this coming Tuesday 5th July. We booked and paid for this well in advance as we are going to Rome for our honeymoon and wanted to make sure we saw everything we could. I received an email this morning Wednesday 29th June telling us they had cancelled the tour because there was no availability but like I said you were happy to book the tickets and take our money several months ago. As you can imagine at such short notice there is no longer availability. Absolutely disgusting customer service appalled! We used you again because your service was amazing for our NYE New York trips and we were going to use you again for our trip to Iceland in March 2023. You have till we go to Rome to resolve this and reactivate our booking or we will be bad mouthing your company on every travel website available.

Absolutely fuming and disgusted

Mike kendall

I had been waiting for years to visit the Smithsonian African American Museum in Washington, DC. I’ve had experience with Viator in the past so, didn’t hesitate to book through them again.

Previously, I had received reminder Emil’s, text messages and finally, phone calls when transportation was on the way. This time, didn’t happen. So, I took an Uber from my hotel.

When I arrived at the museum, I waited in line, like everyone else. Still no guide and no contact information for the guide. Even worse, when I got to the entrance to go in. I showed my Viator pass to the person checking tickets and was told that our tickets were invalid. Then security was called. The security person checked our tickets and informed us that these were UNAUTHORIZED and unacceptable. I have never been more embarrassed.

I explained to security and the person who spoke to us originally, that I had traveled hundreds of miles to be here and thought that I was purchasing valid tickets. Luckily, the two of them sympathized with us and granted us entrance.

Afterwards, I contacted Viator, told them of my experience and requested a refund. I was denied. Never again.

g.I booked a trip stating hotelpick up I was not picked up from my hotel got a txt from driver stating collection from "59"txt driver my details still no collection. Checkd email and had received email stating collection from an hour from where I was staying NO REFUND given as obviously I couldn't get to collection point an hour away when I initial gave hotel details they should have cancelled my booking if it was outside their pick up not take my money and leave us waiting

June 7th, 2022

Booked and paid for a car to take my daughter and friend (on their first trip to the USA) from Midtown NYC to LGA.

When they arrived at LGA the driver demanded they pay an additional $10+ by credit card and a tip (in cash). I had already paid Viator in full and they owed noting.

They were intimidated into paying.

There's no way this would have happened had I been with them.

I feel like they were mugged

I am sorry for needing to contact you and I realise you may be unable to help but I placed an order for Heathrow lounge access to the Premium Plaza through Viator yesterday. I was at work so a little rushed and during the process I pressed the back button. I didn’t realise this reset the date automatically and assuming I was still booking for the 5 Jul 22 I completed the process. When I saw the confirmation email it had the 26 May 22 on it. I immediately phoned Viator with 5 minutes of making the purchase to explain my error but they said their was nothing they could do because it was within 24 hours. They told me to contact Premium Plaza, which I did, and they said Viator were responsible for the date change and that they only get paid once we use the voucher. I am disappointed, all I wanted was a date change, not a refund. I would be grateful if you could help by looking in to this matter for me. I can’t afford to throw away in excess of £140 due to a stupid error on my part.

Viator claims to have 24 hour support. It doesn’t work! Viator failed to provide adequate location and/or meeting place information on website to Discover Valpolicella Vineyards. I had no way to use the service as I could not ascertain a location, meeting place or relevant information to Discover Valpolicella Vineyards. No one answered the Customer Service phone number provided by Viator nor respond to my email. Customer support is paramount and Viator failed. I could not visit Discover Valpolicella Vineyards without a location, directions or a meeting place. Viator failed to provide me with that pertinent information. I am very disappointed in Viator website and service. I am disappointed I was unable to visit Discover Valpolicella Vineyards because of Viator failure. I am from the USA and was visiting in Italy. I am a senior citizen. Now Viator is attempting to get money from me for a service they did not give support information and for a tour I could not attend due to lack of information. Greatly disappointed.

I wish to make a complaint regarding the last 3 assistants I contacted on the website "Help" chat.

I have an issue which is the fact that my payment for Booking BR-[protected] has not been issued as I had been suspecting all along since no amount was showing on my Finance page.

I tried to prevent this from happening by contacting "HELP" so that they could find out what was going on and therefore prevent the non-payment from happening. They replied with platitudes.and excuses. The last one ended the chat abruptly.

I have the transcripts.

I cancelled all of our products as I dont want to be ROBBED again

I would like an explanation. And the payment, of course.

Pay me my money back for a booking that was clearly made in error that was requested to be cancelled more than 24 hours of the required cancellation period. I sent the email 12:00 US time on the 12th May. The booking was for 16:00 13th May. Why are you talking about a 24 hour notice for cancellation when i clearly submitted my request before this time.

Stop sending me emails like this…

Thank you for contacting us about your upcoming JFK to Manhattan Hotel: Shared Arrival Transfer booking.

We understand where you are coming from, but also, please note that per the Terms & Conditions of this transfer which you can see on our website & on your voucher:

Any changes made less than 24 hours before the experience’s start time will not be accepted."

We already have sent an email to the transfer operator regarding your request. We highly recommend you please call them to request the changes.

You can reach the local transfer operator directly, Go Airlink NYC at +[protected].

We sincerely apologize for any inconvenience caused.

Regards,

Miracle

Viator Customer Service

“We booked a tours for Mainz and Weizbaden in advanced, get up early walk 20 minutes to the hotel where the bus is to pick us up. 5 minutes go no bus. I talk to the front desk and they call viator and the operator on the phone says.

“Oh yes your tour has been cancelled” they never told me leaving me completely stranded. If you value your time and money especially when traveling to another country to experience it I would highly suggest never ever book with them.

We have other trips booked with this company and unfortunately this is not how I wanted to spend my time traveling absolutely stranded.

We paid in advance thousands of dollars for multiple trips with this company.

Viator company suspended my partenrship account without any reason also they held my earned commission that have much more value for me also now they are not responding any email.

The viator company deceives the providers of services and excursions. After the company publishes the tour on the company's website, they demand to pay 29 euros after payment, we find out that we need to provide insurance for 3 million dollars, but this is not written anywhere or indicated on the website. money is not returned to the help center, and the rules are not prescribed on their website.

Purchased a ticket for airport transportation to and from for a trip to Las Vegas in a couple of months. I have since had to cancel the trip due to a scheduled unpredicted surgery that is upcoming and would like a refund. It is still over a month and a half until the scheduled trip. I was informed that when I purchased the item it was FINAL SALE and I will not receive a refund or credit for the 170.00.

I booked Houston City Lights Tour for 4 people.

Date: 02/26/2022

Booking Ref: BR-[protected]

One week before the date of the tour, a staff named Stefanie sent me an email and informed that the tour is not available. I replied and requested a refund, I called and emailed but no response.

Tyler

Hello,
I travel a lot through VIATOUR and really enjoy it, but what happened to me this time was something unbelievable, a company that cheated me through your site.
And what happened was this:
We arrived in Dubai in the Emirates on November 7th and the goal was to travel to Abu Dhabi two days later on November 9th
We pre-booked a trip to Abu Dhabi from your sit for the date Tue, Nov 09, 2021 and asked to be picked up from our hotel - Manzil downtown - the price was 70$ for me and my wife.
This is the url for the tour : https://www.viator.com/tours/Dubai/Abu-Dhabi-Full-Day-City-Tour-from-Dubai/d828-196417P8
We received the voucher for the trip with all the details include pic up from our hotel.
The day before we received an SMS message that the voucher is ready and tomorrow there is a trip.
I also called the number that appeared on the voucher to make sure what time we were picked up from the hotel, and told at nine o'clock in the morning to wait in the lobby.
By now everything was fine.
Then the whole nightmare began.
The next day at five to nine we waited in the lobby for the trip, a quarter of an hour later, we saw that no one was coming, we called the number that appeared on the voucher and asked where the driver was, told us to wait and hung up in my face.
We then asked the receptionist to find out what was going on with the trip, maybe they know the company and can contact them.
He called the number and the company that appeared, then began a mask of lies.
They told him that we do not appear by that name on the trip. Then he gave them an invitation number, and they told him that there is no such invitation. Then he photographed them the voucher and sent them over the phone and they did not know what to answer.
They then said that there was a change in the plan and the trip left the next day - that I was already back on the flight.
They then said the driver was at nine and we were not there - which is of course a gross lie, because we were ahead before nine.
They then said that if we wanted a trip close like safari, they would make us, that it was again just lies.
They then said they would return our money.
In the end we had to hire a private driver to take us to Abu Dhabi, because that was the goal, and we paid about 370$ for it instead of 70$.
It turned out from all this that these are crooks, a big fake, who advertise trips on your site cheaply, and finally with no choice give another, cheaper trip.
We felt cheated, and a lot of sadness.
I ask you to remove the company from your site so that no more innocent people will be deceived, and to fine them a large sum for what they have caused.
Attached is the voucher we received, the receipt that in the end we had to pay to a private driver.
You can verify all the details with the clerk at the hotel who tried to help in any way
His name is JESSI
His mobile: +[protected]

Thanks
Noam Zahory
Mobile: +[protected]
Email: [protected]@gmail.com

Hello?
I cannot book or reserve any tours due to a "Glitch" in the payment system.
Every time I try to make a payment there is a message that pops up telling me that there is a problem with my card and to try again.

After getting this message many many many many times...I am FRUSTRATED!

Please help...I am trying to plan my tours and need HELP!?
I have also called to seek help but no-one seems to know the answer.
Respectively
Judith Laycock

I booked a tour to see Pearl Harbor while we were visiting Hawaii for 3 people. Pearl Harbor and Arizona is what we really wanted to see. Viator was aware of the closure of these places but never told us to give us an option to decline the tour. We walked to the meeting point at Trump Hotel and that is where we were told Pearl Harbor was closed. We stated we didn't want to go but he started driving so at the very next stop we got off. The driver wanted us to stay for the entire tour and we said no. I called customer service to let them I want my money back. I was sent an e-mail stating that the driver informed him we rode through the entire tour and that was a BOLD LIE. I will never use Viator again. I realize the closure wasn't there fault, however, we should have been tour at the time I booked and given a chance to either go or not.

Booked for 13 people day trip for August 2020 due to Covid couldn't travel. Moved to August 2021. No response from email sent. Telephone USA and ended up reading UK Government travel restrictions to Romania and told needed to speak to Romanian company to see if they are happy to move to 2022. Managed to get hold of Romanian company who by email confirmed UK on Romanian Government Red list for travel and happy to move be to 2022. Forwarded email asking for this to Viator 2 weeks ago and now date has passed - today, no contact and feel we have lost over £500.

This trip was paid and booked by Girlguiding as we undertake a community service project alongside a Romanian charity.

I had reservations for a tour on Sunday, July 11, 2021. Due to an inept taxi driver, we were let out at the 9/11 Tribute Museum. We arrived about 1:45 pm for the 2:00 tour. Unfortunatly, I am handicapped and in a wheelchair. I was accompanied by my 75 year old sister and my 11 and 12 year old grandchildren. We were told it would take 10 minutes to walk to the correct site. This was a seriously incorrect estimate. The several uphill sidewalks were extremely difficult for us to climb, even when trading out pushers frequently. We arrived at St. Paul's Chapel at 2:25 pm. Of course, the tour was gone.

I made several attempts to call Viator but the phone number must be hidden very deeply as I could not locate it. I then tried the chat function. This function was quite slow with the operator having to check back and forth often to find a tour. Finally, we were booked on the tour for Tuesday, July 13. Manhattan traffic and another inept driver took almost 45 minutes to get us to the chapel after leaving at 1:25 pm. Again, the tour was gone.

We took yet another taxi to the 9/11 site only to be told that the museum is closed on Tuesdays and Wednesdays.

This is misrepresentation and the employees involved should be reprimanded.

WORST CUSTOMER SERVICE EVER. I booked a horseback riding tour online for our family vacation in Club Med Punta Cana. When I received the confirmation email from Viator, it had the wrong date for the tour. We were not going to even be in the DR on the date of the ticket. I called Viator's customer service line to have them change the erroneous date to the correct date. The man on the phone told me it was too late to cancel the reservation. Mind you, I called exactly 3 minutes after making the reservation and I told him i didn't want to cancel just change to the correct date. He told me he could not change it. I asked to speak to a supervisor and he told me there was none and his phone "doesn't transfer anyway". Stay away from booking anything with this company. Luckily I paid with AMEX and I am disputing the charge. Sucks to have to go through that though.

I will never call Viator again. Never! Not for anything. First i called 4 times before someone got on the line. I put in the booking number and pressed keys but 3 times they disconnected me.
I finally talked to a human. I needed to cancell.
The website for the tour says 24 in advance cancellation. Well I called the day before and also 25 hours in advance of when the tour begins. Guess what, the person says i need to call 2 days before. I said 24 hours, he said this means 24 hours before the day of the tour, so i would have to call 2 days before tour date. I told him this is not what the website says: 24 hours is 24 hours from tour time. He would not give me a refund for cancellation.
What made it worse is that his English language skills were so poor i could barely communicate with him.
Also he would not let me speak to his supervisor and he would not let me speak to another agent. I hoped maybe another agent would have better English language skills and understand that 24 hours time is not the same as one calendar day. But he could not and i got frustrated and told him i would call my creadit card company, as the tour already charged me on my card. What a scam this Viator. Never again!