Viator

I was unable to contact the local provider to confirm the pickup or pickup location while in Venice.

Between 1600 and 1815 UCT on 6/24/23 customer (myself, Michelle Mulcahy) attempted to confirm the pickup for a morning water taxi from hotel to VCE airport in Italy. During this time - I worked with the hotel front desk staff, my phone mobile Viator app, Viator chat feature via Whatsapp and with a live Viator helpdesk agent [protected]) to try to confirm pickup for this paid-in-advance service.

The Viator helpdesk agent, the hotel staff and I all called the phone number for the local provider that was provided:

Quicktransfer

+[protected]

There was no answer and I am informed that this is a cellular phone number.

The Viator system did not have a pickup address for me and my party other than

"Venice,Venice, Metropolitan City of Venice, Italy" as listed on the ticket.

I told the helpdesk agent and the chatline agent that we were located at the Hotel Aquarius at Campo San Giacomo dell'Orio 1624 and that the pickup point would be at the adjacent canal behind the San Giacomo dell'Orio Church.

I am requesting a full refund of the $361.92 that I prepaid for this service. The helpdesk agent and I were (both frustrated!) with the nature of the canal-side pickup as the addressing in Venice is difficult. Neither she, myself or the hotel staff were able to reach the local provider. These efforts consumed a solid two hours of time for me and I ended up booking a confirmed transfer with the hotel for the 0900 UCT pickup on Sunday 6/25/23.

I am very disappointed that after spending 2 hours trying to confirm a pickup for this transfer that the Viator community insisted that this is a late cancellation for refund. The service was not confirmed - the service was not provided and the local provider was not reachable. I was unable to confirm the pickup. Unacceptable and terribly frustrating. Please initiate a full refund of $361.92.

I also find it very unprofessional. The local provider needs to be available for confirmation. They were not. The WhatsApp chat agent was informal, provided no recourse and then deleted the entire conversation. I received an email from Viator asking "please rate your experience for the transfer" and a second email stating "cancel no refund". The refund is warranted because Viator did not resolve the situation with contacting the local provider to confirm the booking or pickup location.

Michelle Mulcahy

I would like to lodge a formal complaint and request a refund for a tour I booked through Viator.

My complaint concerns a booking I made for the Ayutthaya Temples and River Cruise from Bangkok. Please find the link to the tour here:https://www.tripadvisor.com/AttractionProductReview-g293916-d11449481-Thailand_s_Ayutthaya_Temples_and_River_Cruise_from_Bangkok-Bangkok.html.

The booking was made for three people on Saturday 03 June for Sunday 04 June 2023. I am happy to send you the booking ID and payment receipt, if needed. The total cost was $226,44.

My complaint lies with the fact that Viator accepted my payment for the tour but never sent the confirmation email, which led to a complicated discussion with the tour operator “Tour East”, who provided us with wrong and conflicting information and resulted in our failure to take part in the tour.

Indeed, having not received the booking confirmation from Viator for over 6 hours after making the payment, I felt it was necessary to contact the tour operator to confirm whether the tour was taking place at all. Not only did Tour East not find our booking, they also explained that they would be unable to ensure the hotel pickup, even though we had paid for this service and the hotel was in Bangkok Old City, which is extremely central and near the grand palace- not too far from Bangkok as I was later told.

These email exchanges led to much confusion and emotional distress. Viator failed to communicate our reservation to the tour operator, even though the payment was accepted. Had Viator communicated this reservation correctly, this exchange would not have taken place and we would not have missed the tour.

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 .