Cardinal Flooring

Initial Business Response / [redacted] (1000, 5, 2015/08/05) */ Hello, Thank you for your message Viator worked with Mr [redacted] to promote his Comedy Hypnosis Show 'HYPNOTIZED!' for a period of approximately one month, commencing June The partnership was productive with strong ticket sales for the showRegrettably, Mr [redacted] encountered an issue whereby he was unable to block out non-operational dates in the Viator Supplier Extranet and these dates remained on saleAfter being contacted by Mr [redacted] , the Viator Account Management team worked with Viator's Customer Service team to cancel or rebook customers who booked tickets for the unavailable date, thus minimizing inconvenience on the part of Mr [redacted] The Viator Account Management team also reported the issue to the Viator Engineering team, who were due to fix the problem in an upcoming system releasePrior to that release happening, however, another booking was made for a non-operational dateMr [redacted] contacted the Viator Account Management team again stating that he needed the problem to be fixed that day and for his account with Viator to be cancelled if this was not possibleSince the Viator Account Management team were unable to guarantee that the issue be fixed that day, they accepted Mr [redacted] ' request to cancel and the show was immediately taken off saleViator regrets that Mr [redacted] had a poor experience in the initial stages of our partnership and would welcome the opportunity to reestablish his Comedy Hypnosis Show product for sale on Viator once the issue is fixed We do hope this information helps All the Best, [redacted] M Viator Customer Support

Initial Business Response / [redacted] (1000, 5, 2015/06/15) */ Hello, Thank you for your messageIn order to better assist you, can you please write back with the booking number and the e-mail address you used to place your booking? Thank you in advance for your reply and we wish you Happy Travels All the Best, [redacted] Viator Customer Support

Viator is misguided in its response There are complaints with both Viator and VPTGThe written e-mail to Viator customer service on February pre-dates any issues with VPTG which began on March Had Viator attempted to contact me before filing its response, this would have been made clear Additionally, VPTG has essentially admitted they provided no customer service whatsoever when issues arise Finally, as the Revdex.com is a public site, I would not recommend putting a promo code in a correspondence Should Viator wish to communicate on this matter, I would suggest they do it directly with me as well as through the Revdex.com Thank you

Dear MrGuioa Please accept our sincere apology for the inconvenience you experienced with the Rio Scenarium show and Dinner At Viator we take pride in ensuring our customer’s satisfactionIt is certainly not our intent to disappoint our customersAfter a full investigation that included reviewing all written correspondence, reviewing the brochure page etc., we have determined that our supplier, Rio Carioca Tour Ltda, has failed to provide the tour as described As a testament to our desire to strive for perfection, we have taken steps to ensure that this will never happen again Thusly, we have reported this tour to our product team to ensure that your concerns are discussed with the supplier and that our website is updated accordingly We have also issued a full refund of $USD for the tour Please allows 3-business days for the refund to be credited back to the credit card used to book your reservation We deeply value your relationship with Viator and are committed to providing you with the highest level of service simply because our customers deserve the very bestIf you have any further questions or comments regarding this matter, please feel free to discuss it with us Best regards, Brittany Viator Customer Relations

Initial Business Response / [redacted] (1000, 5, 2015/05/05) */ Hello, Thank you for your messageOur vouchers do need to be exchanged for the proper agency - in this case, Julia Travel - which would be why Park Guell was unable to accept only the vouchersThe vouchers are to be redeemed with the company for the full tour Our call center agent did call to the tour operator, to see if a refund would be possible, as the customer indicated the tour operator had proceeded without them Unfortunately, the tour operator needed to have the tour depart on time, and they were not able to wait for the customer's arrivalWe do provide the contact information and meeting point for the tour on the voucher, in case the customer requires that information on the day of travel We apologize for any inconvenience, however we feel that the tour operator and other companies in the area are not able to be faulted for their decisions in this matter We do hope this information helpsIf you have any further questions or concerns, please feel free to let us know All the Best, [redacted] M Viator Customer Support

Initial Business Response / [redacted] (1000, 8, 2016/01/29) */ Hello, Thank you for your patienceWe have sent the customer the following e-mail, dated January 20, Notification Email sent to Customer by [redacted] G Jan 13:PST From: [redacted] @viator.com To: [redacted] @yahoo.com Subject: Refund Viator #BR-XXXXXXXXX - Naples and Pompeii Day Trip from Rome Template ID: BASIC_NOTIFICATION_EMAIL Message: Dear [redacted] Thank you for your [redacted] concerning your feedback about your Naples and Pompeii Day Trip from Rome Viator strives to work with the best local providers in each destination to bring you unforgettable holiday experiencesWe take any customer feedback and concerns about their experiences seriously and work with our suppliers to ensure they are providing high quality products Holiday activities don't always go according to plan, but if there is regular negative customer feedback on a particular product or supplier and they do not address those concerns to our satisfaction, we will remove them from our product line-up We regret that the tour did not meet your reasonable expectations on this occasion and have passed your comments on to our Product Department and the local tour operator for their review As a gesture of goodwill, a full refund of USD has now been processed to your credit cardPlease note that the refund may take 3-business days to appear on your credit card, depending on your individual bank We look forward to being of service to you in the future Kind regards, [redacted] G Viator Customer Relations http://www.viator.com [redacted] We do hope this information helpsIf you have any further questions please feel free to contact us All the Best, [redacted] Viator Customer Support Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/02/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/06/05) */ Hello, Thank you for your messageWe do apologize for the delay in the customer receiving a replyThis is an issue we're aware of, and are actively working to fix Unfortunately, in this case, the Terms and Conditions for this reservation are non refundableFor your convenience, I am copying the text for our Terms and Conditions below: Canceling a booking with Viator can result in cancellation fees being applied by Viator, as outlined belowAdditional fees may be levied by the individual supplier/operator (see your Viator Voucher for specific details)When canceling any booking you will be notified via email, facsimile or telephone of the total cancellation fees Event, Attraction, Theater, Show or Coupon Ticket These are non-refundable in all circumstances Gift Certificate These are non-refundable in all circumstances Other Tour Products & Services If you cancel at least calendar days in advance, there is no cancellation fee If you cancel between and calendar days in advance, you will be charged a 50% cancellation fee If you cancel within calendar days in advance, you will be charged a 100% cancellation fee http://www.viator.com/terms-and-conditions#payments We apologize again for any inconvenience this situation has causedWe do hope the customer otherwise had an excellent vacation All the Best, [redacted] Viator Customer Support Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I read the terms they included in their email but (1) it was confusing to say there was a "cancellation fee" as this didn't readily translate to "non-refundable" but rather maybe just a fee proportional to the trip cost and (2) overall I just needed to hear back about the status (even if it was non-refundable as it seems now)Given I now know this is resolvedThanks!

Initial Business Response / [redacted] (1000, 5, 2015/10/01) */ Hello, Thank you for your messageWe are showing that the refund for this booking was successfully submitted on August 13, We received a report back from the Credit Card company on August 17, confirming the refundOur Authorization code is XXXXXX to the credit card number ending in *** Unfortunately, we no longer have access to these fundsIf the customer is not showing the refund to their card, we recommend they follow up with their credit card company for additional assistance All the Best, [redacted] Viator Customer Support

Initial Business Response / [redacted] (1000, 5, 2015/07/17) */ Hello, Thank you for your messageI am showing this reply was sent yesterday: Dear [redacted] ***, Thank you for your patience A partial refund of USD less has been processed to the credit card used in the booking Please note that the refund may take 3-business days to appear on your credit card, depending on your individual bank We hope that you enjoy your vacation and we look forward to being of assistance to you again in the future Kind regards, [redacted] Viator Customer Service http://www.viator.com We hope this information helpsPlease let us know if you have any further questions or concerns All the Best, [redacted] Viator Customer Support

Initial Business Response / [redacted] (1000, 5, 2015/05/12) */ Hello, Thank you for your messageWe are sorry for the long delay in you receiving a reply from ViatorWe have recently upgraded our systems, and this has caused a delay in response times as we work out the bugs in the new system At this time, we have processed a refund, and messaged the customer directly with the details Please let us know if you have any further questions or concerns All the Best, [redacted] M Viator Customer Support

Initial Business Response / [redacted] (1000, 5, 2015/06/15) */ Dear [redacted] , Thank you for contacting Viator We are showing that the fax was replied to via e-mail on June 12, The response read as follows: We appreciate your feedback regarding your New York City Explorer PassWe regret you did not enjoy the New York City Explorer Pass [redacted] its fullest, however in reviewing the information given on the site, we believe you received the protect as advertisedPlease note that while our website does mention travel to the Statue of Liberty, it does not state that you will be able to go up the Statue of Liberty with our ticket We apologize for any inconvenience, but we do hope this information helps and we hope that we can be of service to you for other travel product bookings in the future Kindest regards, [redacted] M Viator Customer Relations http://www.viator.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello - I asked [redacted] at Hollywood planet where I was instructed to get my tickets for informationShe wasn't friendly and she called me "mommy." The Bus passes [redacted] a fraud as the busses were dirty with tons of garbage from other passengersI didn't have the option to buy tickets to go up to the statue of liberty and I was stuck in ground because no one explained this to me and I am still requesting a refundI am just going to publish this all over the media and VIATOR don't deserve to have any customers at all and if they continue cheating people, very soon they would be our of businessShame on them [redacted] Final Business Response / [redacted] (4000, 9, 2015/06/24) */ Hello, Thank you for writing backWe wish to address each of the concerns listed in your rebuttle individually: Unfortunately [redacted] is not an employee of Viator.comEither she is employed for the Local Tour Operator or for Hollywood Planet, but we are unable to follow up with her to know what you were toldFor that reason, we can only speak to what you were informed based on our website, or through any direct communication with us We do apologize that the buses did not live up to your expectations, however they are only one part of the New York pass, and were accessible to you as a part of that pass As stated before, our website does not specify that you will be able to go up inside the Statue of LibertyThe Statue of Liberty is sometimes a closed attraction, and is controlled by the local governmentUnfortunately, we don't have any control over their ticket sales or availability The New York City Explorer Pass [redacted] a variety of options to travelers who are going to New York CityAgain, we do apologize that you feel you were not able to use this pass [redacted] it's fullest extent, however the pass [redacted] available and open to be used in the manner listed on our website We apologize for any inconvenience, but we do hope this information helpsIf you have any further questions please feel free to contact us All the Best, [redacted] M Viator Customer Support Final Consumer Response / [redacted] (4200, 11, 2015/06/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) They should be passing [redacted] messages to their contractors so they can improveI am planning to get tickets through Viator if they are not going to assume any responsibilityThank you

Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ Hello [redacted] , Thank you for your message, and for your feedbackOur Customer Service department should have already been in touch with you, but I am told they processed a full refund for you Please let us know if you have any further questions or concerns All the Best, [redacted] M Viator Customer Support Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the company's response with issuing me a full refundIn the future, I would hope the company would honor what the customer orders and be able to provide that service

Initial Business Response / [redacted] (1000, 5, 2015/04/29) */ Hello, Thank you for your patienceWe have heard back from the tour operator on April 28, concerning this reservation, and are offering a full refund as per the notes from the tour operatorPlease see the tour operator's reply below, as we believe it offers an excellent explanation of events Hello, First of all, please offer a full refund to the client We are very sorry for what happened that day, but I'd like to explain what took place´ First of all, the customer was quite unhappy that he was going to have to share the transportThey had not booked a private tour, so I don´t know why they thought that they would be alone We were unable to collect them from the port in our van as the port authority has very strict rules about who can collect passengersOnly official taxis are allowed to operate thereAlso, we don't like to have our tour bus doing the pick up in case the passengers [redacted] delayed and we are late for the main group What we always do is for the guide to meet the customers in the port and then they all take a taxi together out of the port to our minivan It's not ideal, but it has always worked for us in the past and nobody seems to be inconvenienced What happened later was very unfortunateLocal taxi drivers have been demonstrating recently about the Uber taxi app and the rise of illegal private taxis.This tour conincided with the big GSM Mobile Conference, and the city was flooded with illegal taxis We were stopped as part of a general crackdown on these kind of taxisThe police officer did not listen to our explanation that we were not a taxi and that we were, in fact, a tour operatorThe fact that he checked everybody's passport [redacted] not unusual in this country where everybody is required by law to carry ID It was very embarassing for us and there was nothing we could do to prevent itThe only solution we could find at the time was to continue the tour in taxisThis was not at all typical of our tours, but we did in fact manage to complete the day, albiet in an unusual way This has never happened to us before, and I would like to pass [redacted] my sincere apologies to thr client Best regards, [redacted] Please expect the refund to be credited within - business daysThank you for your message, and please let us know if you have any further questions or concerns All the Best, [redacted] Viator Customer Support Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/04/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate the response and resolution to the issue at handIt was disappointing to not be able to resolve this issue with the vendor directly and your efforts to help with the resolution are also appreciated

Initial Business Response / [redacted] (1000, 5, 2015/11/12) */ Hello, Thank you for your messageFortunately, we were able to find this customer's reservation via their nameFor reference, the booking number is BR-XXXXXXXXX Our notes in the account indicate the following: CUST CALLED and was not picked up for either arrival or departureStated that supplier did not have reservation for herRequesting refundI called the supplier ( [redacted] ) who stated if the cust has her voucher she can get her refundI asked the cust if she had her voucher; she stated they took it from her upon her arrival and gave her a ticket for the pickup departure; which never materializedAirport express stated they could do nothing for her from the airport to her hotelI called the supplier ( [redacted] ) back and explained the situationShe transf me to the payroll dept because they are the ones that handle thisSupplier states cust will need to mail ticket to their office (address on back of ticket) to the attention of [redacted] ***When supplier rec ticket they will call us to refund the custAs far as the ride to the hotel, she trans me to a Mr [redacted] who did not answerAdv cust to mail ticket to addr specified on back of ticketCust is upset and will call her credit card company to dispute [redacted] This note was left on November 9, We will need the customer to follow the instructions given by our Tour Operator in order to be refundedAt this time, she has not been outright refused for a refund, but we are unable to assist until the steps given are followed We apologize for any inconvenience, but we do hope this information helpsIf you have any further questions please feel free to contact us All the Best, [redacted] Viator Customer Support

Initial Business Response / [redacted] (1000, 5, 2015/05/14) */ Hello, Thank you for your messageAt this time, we are showing a full refund has already been processed to this customer We hope this meets the customer's satisfactionPlease let us know if you have any further questions or concerns All the Best, [redacted] Viator Customer Support Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Viator refunded the money only after hearing from Revdex.com

Initial Business Response / [redacted] (1000, 5, 2015/08/26) */ Hello, Thank you for your messageGenerally speaking, per our Terms and Conditions, we don't refund for cancellations made within - days of the booking dateHowever, in reviewing this case, we feel that a refund should be extended to this customerWe will be e-mailing the customer shortly with details of the refund We hope this information helpsPlease let us know if you have any further questions or concerns All the Best, [redacted] Viator Customer Support Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 9, 2015/06/26) */ Hello, Thank you for your messageWe apologize for the delay in replying to this Revdex.comI am showing that the customer was refunded, and notified on June 17, We hope this information helpsPlease let us know if you have any further questions or concerns All the Best, Loryanna M Viator Customer Support Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/06/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 10, 2015/05/21) */ Hello, Thank you for your patienceI am showing that the customer has been given a full refund and an additional $ We do hope this information helpsIf you have any further questions or concerns please feel free to contact us All the Best, [redacted] Viator Customer Support Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/05/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/05/14) */ Hello, Thank you for your patienceI am showing that, as of the time of sending this message, the customer has been given a full refund, plus an additional amount to cover travel expenses If you have not seen the e-mails from our customer support department, please check your junk or spam folder, as our message may have been caught We hope this resolution meets the customer's expectations Thank you again All the Best, [redacted] Viator Customer Support Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2016/01/29) */ Hello, Thank you for your messageWe are showing that this customer has been in communication with our Customer Support department concerning this reservation, and that she filled a Chargeback RequestWe are not disputing the Chargeback at this time, so the customer should be receiving their funds back via the Chargeback request in whatever time frame their bank has advised to them We hope this information helpsIf you have any further questions please feel free to contact us All the Best, [redacted] Viator Customer Support Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)