Cardinal Flooring

Hello, Thank you for your messageI have spoken with our Team that handled Viator Private Tour Guides and they are still awaiting contact from the Tour Guide concerning this reservationAs a gesture of goodwill, we have refunded the deposit you paid for this tour, in the amount of $USDPlease note, any funds paid directly to the guide are outside of our ability to refund or coverThough we do list a 100% Guarantee on our website, it is not listed as a 100% Money Back GuaranteeIf you wish to follow up on a refund for funds paid directly to the Tour Guide, you will need to contact the Guide directly to work out the details of that refundFor more information, please feel free to see our Terms and Conditions here: [redacted] We apologize for any inconvenience, however we do hope this information helpsAll the Best, [redacted] *Viator Social Escalations

Initial Business Response / [redacted] (1000, 6, 2015/06/03) */ Hello, Thank you for your messageIn order to follow up with your reservation, can you please provide us with your order number and the e-mail address you used to make your booking? Thank you in advance for your reply, and we do hope the rest of your trip was excellent All the Best, [redacted] M Viator Customer Support Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/06/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business asked for additional information Final Business Response / [redacted] (4000, 11, 2015/06/12) */ Hello [redacted] ***, Thank you for your messageIn order to better research your concerns, can you please write back with the booking number and the e-mail address you used to book? Thank you in advance All the Best, [redacted] M Viator Customer Support Final Consumer Response / [redacted] (4200, 13, 2015/06/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was given an itinerary number: IT-XXXXXXXX and product booking reference: BR-XXXXXXXXXThe booking email is [redacted] @gmail.comI have a Viator account associated to that email, under the username [redacted] I have been giving this information for two timesI hope you can really see it this time! It has been taking too long for something that happened in early May!

Initial Business Response / [redacted] (1000, 5, 2015/05/07) */ Hello, Thank you for your patienceWe have had our Customer Service department reach out directly to the customer with an explanation of events and a refund for her tour Please let us know if you have any further questions or concerns All the Best, [redacted] M Viator Customer Support

Dear Revdex.com, Thank you for reaching out on behalf of MrGolden After review of MrGolden’s complaint, we see that the reservation he mentions is a booking made with our partner website, Viator Private Tour Guides (VPTG) After discussion with their customer service team, it appears that they have been in communication with MrGolden since his reservation was canceled by the private guide for medical reasons on March 5, As MrGolden was advised by VPTG, they operate as a separate entity from Viator.com The VPTG website caters to putting customers into direct contact with freelance tour guides and is primarily self-serviceAs selecting a guide is such a personal process and his contract and payment is ultimately with the private guide he selects, he was advised to return to their website to search for a new guide This is a standard process with this type of product MrGolden also mentions that he sent an email to “general” customer service for assistance We did see one email in our system that was sent on February 27, to [redacted] Since the email referenced VPTG, unfortunately no action was taken We will be educating the customer service agent in this case as the satisfaction of our customers is very important to us We most certainly would have addressed his concerns even though his current situation did not involve Viator directly We apologize if MrGolden feels Viator’s customer service was not satisfactory on this occasion We do strive to provide exceptional customer service Viator has had tremendous growth since being acquired by TripAdvisor in and will certainly use his feedback to improve our service Viator is a global company that offers its services to customers 24/and in multiple languages We sincerely hope this information better clarifies the relationship between Viator and VPTG and that this experience does not deter MrGolden from doing business with either company in the future Please thank him very much for his feedback and many years of traveling with Viator Please also extend to him a $Promo Code [redacted] that can be used on a future trip with Viator Sincerely, Mona S Viator Customer Relations

Initial Business Response / [redacted] (1000, 5, 2015/06/15) */ Hello, Thank you for your message. We're showing that the following e-mail was sent on June 8, 2015. [redacted] Dear [redacted] , Thank you for your email. We apologize for the delay in getting back to you. A full refund of $39.98 has... now been processed to your credit card for your cancelled Shared Arrival Transfer: New York Airports to Hotel booking. Please note that the refund may take 3 to 7 business days to appear on your credit card, depending on your individual bank. We apologize for the inconvenience caused and look forward to being of service to you in the future. Kind regards, [redacted] E Viator Customer Service http://www.viator.com [redacted] We hope this information helps. If you have any further questions or concerns, please feel free to contact us. All the Best, [redacted] M. Viator Customer Support

Initial Business Response /* (1000, 5, 2015/06/05) */
Hello ***,
Thank you for your message, and for letting us know about your experienceAt this time, we have processed a full refund for your reservationPlease allow up to - business days for the refund to show back on your card,
depending on your bank
We will also be reviewing the text on our tour with our tour operator to ensure we have the most accurate information
We apologize for any inconvenience, but we do hope this information helpsIf you have any questions please feel free to contact us
All the Best,
***
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/06/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with Viator's response and believe they have acted swiftly and responsiblyI would book with Viator again, as I feel they will stand behind their service

Initial Business Response /* (1000, 5, 2015/09/16) */
Hello,
A full refund of USD $has been processed to your credit card, for this cancelled Chichen Itza Day Trip from Cancun bookingPlease note that the refund may take to business days to appear on the credit card, depending on
the individual bank
We look forward to being of service to you in the future
All the Best,
***
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/09/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have received a full refund from ViatorThank you!

Hello,
We are sorry to hear of the Shanks’ disappointment regarding their experience with Viator and their Alcatraz Tour plus Muir Woods, Giant Redwoods and Sausalito Day Trip reservation It is certainly not our intent to disappoint our customers
After a full investigation
that included reviewing all written correspondence, listening to phone recordings, etc., we want to apologize to the Shanks. The primary failure with this reservation was due to our supplier’s (Super Sightseeing Tours - Gray Line of San Francisco) neglect in transferring the customers reservation from their old reservation system to their new reservation system Our customer service team then failed by not reviewing one of the phone calls made to us where the supplier advises that the Shanks would receive the abbreviated tour free of charge due to their internal error
We have now issued a refund for $118.00USD for the remaining amount due on ***. For the frustration and inconvenience experienced, we would be delighted if the Shanks would accept a $discount on a future booking with Viator. They may use the discount by calling us or simply adding Promo Code: *** to their shopping cart on the Viator website
Again, we sincerely apologize for any inconvenience and hope that the customer is satisfied with the outcome
Best regards,
Mona S
Viator Customer Relations

Initial Business Response /* (1000, 5, 2015/08/26) */
Hello,
Thank you for your messageIn order to assist our investigation, and because we are unable to see communication that occurs between the client and the tour operator directly, please let us know when or if you proceeded with the
instructions on your voucher for confirming this tour
The instructions read as follows:
Important Information
Your local contact is Carmel Car & Limousine Service on + X XXX XXX XXXX
Register: You MUST register your departure details via this dedicated link prior to departure: www.CarmelLimo.com/Viator
**If you cannot access the information from this link (or the link appears 'broken' in your email program), please open up a new browser and copy and paste the entire link wording into the 'address' or 'location' field at the top of the browser.**
At least hours prior to your trip, you MUST call +X XXX XXX XXXX to confirm your reservation and give additional informationPlease tell the operator you are holding a pre-paid voucher, and provide the operator with the Booking Reference Number located either a few lines below your name or under the bar code on the top right cornerThe operator will also need the following information from you: Airline, Flight Number, Departure Time, PiLocation, PiTime, Etc
We will meet you at the date and time agreed onIf you do not see the driver for any reason, please call +X XXX XXX XXXX or X-XXX-XXX-XXXX ext and tell the operator you are holding a pre-paid voucherFollow the operator's instructionsGive the voucher to the driver
Exclusions: Tolls (if taken), Parking or Airport Fees (if applicable), Gratuities (up to customer's discretion)
Once we have the information on how the customer contacted our Tour Operator directly, we can follow up with the Tour Operator to continue our investigation
Thank you in advance for your reply
All the Best,
***
Viator Customer Support

Initial Business Response /* (1000, 5, 2015/06/03) */
Hello,
Thank you for your messageI am showing that the customer has been refunded at this time, however it may take - business days for the refund to show back on their card depending on their bank
We do hope this information
helpsIf you have any further questions or concerns please feel free to contact us
All the Best,
*** M
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/06/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 9, 2015/10/14) */
Hello,
Thank you for your messageOur customer support team has processed a full refund to the customerWe apologize for any inconvenience that this situation may have causedPlease allow up to - business days for the funds to be
fully credited to your account, depending on your bank
We hope this information helpsPlease let us know if you have any further questions or concerns
All the Best,
*** M
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 11, 2015/10/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate Viator's doing the right thingThank you for resolving this matter appropriately
*** ***

Initial Business Response /* (1000, 8, 2015/11/23) */
Thank you for your message - please note that we sent the customer the following message on November 13,
***
Dear ***,
Thank you for contacting us
We have checked the payment records for your booking and can see that we
processed your refund on the 10th October and it settled to your account on the 14th OctoberThe refund was posted to Mastercard ending in
We received a chargeback on the 19th October and we disputed this as we were no longer holding your fundsOur dispute was successful on the 30th OctoberI have attached a screenshot of these records for verification
As you have advised that the refund has not appeared on your account, we have opened an inquiry with our payment processing centre and requested the ARN that you can provide to your bank to track the refund
Please be advised that the bank has provided us with the following Acquirer Reference Number (ARN) for the refund: XXXXXXXXXXXXXXXXXXXXXXXYou can contact your bank using this numberThe issuing bank is able to trace the refund transaction with the number provided in this response
Please accept our apologies for the inconvenience
We thank you for your patience
***
Please let us know if you have any further questions or concerns
All the Best,
***
Viator Customer Support

Initial Business Response /* (1000, 5, 2015/10/01) */
Hello,
Thank you for your messagePlease note that the first line of the description for this tour is "Your voucher is valid for travel from WASHINGTON DC HOTELS only, and not to private residences, bus, train stations or a different
airport." This client booked transfer service from "Days inn, ***"
For your convenience, we are including a link to our website below for this service:
http://www.viator.com/t***
The tour operator was able to complete the service, but as the hotel was not located in Washington DC, an extra fee was assessed for the journey
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,
*** M
Viator Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Viator assure me that this was the prive to days inn, landhamWhy didn't your employee put the right price in since it stated that it was only for Washington DC hotelsIs it the customer job to correct your employeesIt was your employee that cause me the embarrassmentI will not accept anything but a refund of $for your employee mistake and embarrment he cause me
Final Business Response /* (4000, 10, 2015/10/14) */
Hello,
Thank you for writing backMy apologies, I was looking at the Arrival Transfer instead of the Departure TransferI do show that the Departure Transfer was booked in the call center
We have listened to the call, and this appears to be an issue of human error, as the agent pulled the information for this customer's Departure Transfer from his pre-booked Arrival Transfer without paying attention to the address
We will refund the $difference to the customer for the Departure Transfer as it was booked through our call centerPlease allow - business days for the funds to be fully processed
All the Best,
***
Viator Customer Support
Final Consumer Response /* (2000, 12, 2015/10/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the refund of $

Initial Business Response /* (1000, 5, 2015/07/17) */
Hello,
Thank you for your messagePlease note our Price Guarantee Policy states the following:
Upon arrival in your destination, if you find a lower retail price offered by Viator's contracted operator for the same tour or activity,
offered on the same date and priced in US, Canadian or Australian dollars, British pounds or Euros, Viator will refund the difference
http://www.viator.com/about/why-book-with-viator/guaranteed-low-prices
The text above can be found as the fourth bullet point of information where it says "Requesting a Refund from Viator is Easy"
In this case, the price she is quoting is not available in our offered currencies, and is not operated by the same tour operatorWe use "Gray Line Rio de Janeiro"
From the website the customer sent over:
That the Iguazu Falls is one of the most beautiful places on Earth we already knowHowever, the spectacle provided by nature could only be better when seen from aboveSo, why not get on board a helicopter for a flight over the falls to delight your eyes
Loumar Tourism Tour Operator, in a joint venture with Helisul Panoramic Flights, will take you for a flight over the Falls in its full extensionThis is the quickest way to get to see the Falls, enjoying the thrill of the flight and the unique and fantastic view of one of the seven wonders of nature
The view from above is stunningThe tourist will be able to get the best shots of this show of the natureThe flight will make you aware of the sheer dimension of this masterpiece of Mother NatureA thrilling and once in a lifetime experience
Loumar Tourism will get you even closer to this thrilling encounter with this gigantic work of nature
Check the other panoramic flights over other tourist attractions of Foz do Iguazu we offer
http://www.loumarturismo.com/panoramic-flight-in-iguassu-falls.html
For these reasons, we are not able to offer a Price Match at this timePlease let us know if you have any further questions or concerns
All the Best,
***
Viator Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I emailed this company a few times and never received a responseWhere is the customer service? Why do I have to go to Revdex.com to get a response?
Had I of heard from them in a timely matter, I could have provided a quoted price for cheaper with the same tour companyI was not allowed to do this in the hour time frame because of Viator's lack of customer service and professionalism
Final Business Response /* (4000, 9, 2015/07/24) */
Hello,
Thank you for writing backCurrently Grayline, our tour operator, is offering this tour From $per person USD, whereas we are offering it From $USD per person
For that reason, even if we had responded earlier to this customer, no price match would have been needed as this tour is three dollars cheaper on our website than it is booking directly with the tour operator
Please see the Grayline website for this tour (please note there may be some small fluctuations in price depending on the date you check these tours due to currency exchange rates):
***
And our Page:
http://www.viator.com/tours/Foz-do-Iguacu/Iguassu-Falls-Panoramic-Helicopter-Fli...⇄ /> We do hope this information helpsPlease let us know if you have any further questions or concerns
All the Best,
***
Viator Customer Support

Initial Business Response /* (1000, 5, 2015/06/23) */
Hello,
Thank you for your feedbackOur tour operator sets any processing fees that they wish to collect on the day of the tourUnfortunately those fees are out of our controlWe do list the fees several times on the website to ensure our
customers the best possible chance of spotting them
For your convenience, we're including a link to the tour page below:
http://www.viator.com/tours/Las-Vegas/Grand-Canyon-and-Hoover-Dam-Day-Trip-from-...⇄ /> On the "Overview" tab (the one that shows up automatically when you look at a tour) we list the following:
Please note: The listed price does not include a $processing fee, payable at the time of check-inThere is an additional $fuel fee for the Helicopter/Boat and Helicopter/Boat/Skywalk option, payable at the time of check-inThese fees are required by our local supplier and is not within our control
Additionally, under the "Important Info" tab, we list the information again under the section labelled "Exclusions"
Finally, this information is also printed on the voucher under the section labelled "Important"
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,
*** M
Viator Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Viator's reply is totally non-responsiveI never requested a refundA processing fee is *ALWAYS* disclosed in advance and clearly labeled in the summary of costs (along with shipping and handling and taxes) by any legitimate online vendor, including entertainment ticket agenciesThe only thing clear is that Viator *** continue to fail to disclose fees without making customers search for them carefully
Final Business Response /* (4000, 9, 2015/06/30) */
Hello,
Thank you for writing backAs stated in our previous response, we do list these fees on our website for our customers in multiple locations to ensure customers have this information in advance of their travel dateWe apologize that this customer missed the listed information, however we feel we have done everything we can to make these fees accessible to our customers
For your convenience, we're including a link to the tour page below:
http://www.viator.com/tours/Las-Vegas/Grand-Canyon-and-Hoover-Dam-Day-Trip-from-...⇄ /> On the "Overview" tab (the one that shows up automatically when you look at a tour) we list the following:
Please note: The listed price does not include a $processing fee, payable at the time of check-inThere is an additional $fuel fee for the Helicopter/Boat and Helicopter/Boat/Skywalk option, payable at the time of check-inThese fees are required by our local supplier and is not within our control
Additionally, under the "Important Info" tab, we list the information again under the section labelled "Exclusions"
Finally, this information is also printed on the voucher under the section labelled "Important"
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,
*** M
Viator Customer Support
Final Consumer Response /* (4200, 11, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's clear the merchant *** not change their policy, but their defense remains flawedThe complaint was about clarity of charges *before* paymentTheir reference to the voucher is misleading and non-responsive to the complaint, because the voucher is not printed until *AFTER* payment is madePlease keep this complaint on fileThank you for pursuing it on my behalfHowever, in the face of their continued obfuscation and belligerence, I agree to close this issue nolo contendere

Initial Business Response /* (1000, 7, 2015/12/23) */
Thank you for bringing this matter to our attention, we have now escalated it to the proper department

Initial Business Response /* (1000, 5, 2015/06/24) */
Hello,
Thank you for your messageIn order to better assist you and investigate this claim, please provide us with the booking number and the e-mail address used to make this reservation
Please note - as a Chargeback request has also
been submitted, additional time may be needed for us to reply, as we will need to follow up with the Chargeback request as well
We hope this information helps
All the Best,
*** M
Viator Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This complaint is still in processViator is asking for additional information, not providing resolutionHere is the requested information:
*** ***
***@hotmail.com
Booking Number -XXXXXXXXX
Final Business Response /* (4000, 18, 2015/07/17) */
Hello,
Thank you for writing backThe voucher e-mail is sent automatically from our systemI'm including images that show the automated message send out in our system, dated May 31, Additionally, I'm including a sample e-mail of what the message would have looked likeWe can't resend the automated e-mails, so I've selected one that I was recently forwarded by another customerSensitive information has been redacted
We hope this information will help, please let us know if you have any further questions or concerns
All the Best,
*** M
Viator Customer Support
Final Consumer Response /* (4200, 20, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not an evidence that may be considered legal

Hello, Thank you for writing backUnfortunately, as we previously stated, we are unable to enact any refunds on behalf of the guides on our Viator Private Guides websiteThose funds are with the guide directly, and are not in our accounts to be able to be refundedThe customer will need to reach out to the guide directly to discuss their complaints and request a refundThank you, *** *Viator Customer Support

Initial Business Response /* (1000, 5, 2015/06/23) */
Hello,
Thank you for your messageWe are sorry to hear that you were not able to make use of your shuttle transfer for this reservationUnfortunately, our transfer company was waiting at the gate for the expected on time arrival
On
our voucher, we list the following information:
Terms and conditions
If you miss your flight or connection, please call Parishuttle as soon as possible on +XX X XX XX XX XXYour voucher is only valid for transport between the airport and central Paris hotels (postcode beginning only)Parishuttle and its affiliated partners are not liable for any loss, injury, damage or delay to any person or property connected with the use of this voucher
Though the customer was able to arrive on time, their delay due to missing luggage meant that Paris Shuttle was waiting longer than expected, and the driver had to leave to assist other clientsParis Shuttle requests that all clients who are delayed call to work out any issues delays may causeThe customer did not reach out to Paris Shuttle before rescheduling with a different company
For these reasons, the customer was listed as a No Show and Viator is being billed by Paris Shuttle for this No Show which is why we are unable to complete a refund at this time
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,
*** M
Viator Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Viator unreasonably insists that I should have called Paris Shuttle when I had no means to do soI did not have a European cellphone
Viator also misstates facts when they say: "The customer did not reach out to Paris Shuttle before rescheduling with a differrnt company." We did not RESCHEDULE with a different companyWe took a taxicab to our hotel, which was very expensiveAlso, should the Paris Shuttle driver have mase a reasonable effort to inquire as to the status of passengers *** arrived on our flight, he would have found out that passengers *** stuck in baggage claim
Viator's arguments also lack merit because, when we exited the baggage claim area, there were still drivers awaiting other passengers *** our flightOur booking was for a PRIVATE transfer, not a shared transferThe driver had no other passengers ** assist!
Final Business Response /* (4000, 9, 2015/06/30) */
Hello,
Thank you for writing backThe instructions about reconfirming with the tour operator in case of delay are listed on the voucher which the customer received at the time of confirmationThe customer could have used pay phones or courtesy phones available within the airport to contact the transfer operator
The usage of a different company, no matter if it required prior rescheduling, or rescheduling on the spot still occurred without the customer contacting the transfer operator
There are multiple drivers with multiple schedules, and several of the other drivers may have been contacted by their clients to request additional time be addedUnfortunately, we are not able to comment on anecdotal evidence of other drivers without having additional informationWe are only able to comment on this specific case
In this case, the driver had additional appointments that he needed to attend, and was instructed to leave the area when Paris Shuttle had not been contacted by the client
We apologize for any inconvenience, however we do hope this information helpsIf you have any further questions please feel free to contact us
All the Best,
*** M
Viator Customer Support
Final Consumer Response /* (4200, 11, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The busin3ss has not proposed a resolutionThe bottom line is that I paid for a service that I did ot receivedIn other words, I fulfilled my obligation by paying for the service and the business failed to fulfill their obligation by providing the service that they contracted to provide

Hello ***, Thank you for your messageAt this time, I am showing our last message to you to read: From: ***To: ***Subject: Viator #BR-*** - 7-Day European Highlights Tour From Frankfurt: Germany, Czech Republic, Slovakia, Hungary, Austria And
SwitzerlandTemplate ID: BASIC_NOTIFICATION_EMAILMessage:Dear ***,Thank you for your patience.We contacted our supplier about your 8th night hotel booking in Frankfurt and we will now have to wait for a replyPlease be assured we are doing everything possible to gain a complete response and we apologise for the delay.We will respond to you with a full update within hours.We appreciate your understanding in this matter.Kindest regards,*** *Viator Customer Relations***This message was sent on March 15, We have not yet heard back from the Tour Operator, and they are the ones who make the hotel bookingsWe were waiting for information from them before sending you any additional correspondenceWe have not rejected or refused your request, it is simply something we are looking into furtherWe keep Version Histories for our tours to know the changes that have been made, and can verify the Version of the tour itinerary that you have copied hereWe have escalated this concern to our management as the tour operator has not gotten back to us in reference to this issue, to ensure that you receive a timely and hopefully acceptable resolution to your issueWe apologize for any inconvenience but we hope this information helpsPlease let us know if you have any further questions or concernsAll the Best, *** ** Viator Social Support