Cardinal Flooring

Initial Business Response /* (1000, 8, 2015/11/04) */
Hello,
Thank you for your message. I am showing at this time that the customer has been refunded for both of the tours she was unable to meet with us.
We hope this information helps. Please let us know if you have any further questions...

or concerns.
All the Best,
[redacted]
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 10, 2015/11/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (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

Dear Revdex.com,
Thank you for reaching out on behalf of Mr. Golden.
After review of Mr. Golden’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 Mr. Golden since his reservation was canceled by the private guide for medical reasons on March 5, 2018. 
As Mr. Golden 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-service. As 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.
Mr. Golden 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, 2018 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 Mr. Golden 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 2014 and will certainly use his feedback to improve our service.  Viator is a global company that offers its services to customers 24/7 and in multiple languages.
We sincerely hope this information better clarifies the relationship between Viator and VPTG and that this experience does not deter Mr. Golden 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 $25.00 Promo Code [redacted] that can be used on a future trip with Viator.
Sincerely,
Mona S
Viator Customer Relations

Initial Business Response /* (1000, 5, 2015/12/31) */
Hello,
Thank you for your patience. This message was sent to the customer Yesterday:
Dear [redacted],
Thank you for your patience.
We understand you are unhappy with the service provided for the Viator VIP: Rockefeller Center...

Late-Night Ice Skating and Holiday Lights Bus Tour and we are currently investigation the isues with the bus tour with our service provider. We sincerely regret that the experience did not meet with your expectations on this occasion.
At this time, we would like to provide you with a refund of the bus tour component of this package and have therefore processed a refund of USD 264.00 to your credit card.
Please note that the refund may take 3-7 business days to appear on your credit card, depending on your individual bank.
We appreciate your feedback and we hope to have the opportunity to assist you with travel arrangements in the future.
Kind regards,
[redacted]
Viator Customer Relations Team Leader
http://www.viator.com
[redacted]
We do hope resolution is to the customer's satisfaction. Please let us know if you have any further questions or concerns.
All the Best,
[redacted].
Viator Customer Support

Initial Business Response /* (1000, 5, 2015/06/15) */
Hello,
Thank you for your message. In order to better assist you, can you please write back with your 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....


Initial Consumer Rebuttal /* (3000, 7, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No because my original complaint isn't being resolved. All they are asking for now is my email that I/we used to place the bookings and the booking numbesr. They aren't stating anything at this point to render the FULL REFUND as I had asked for.
The original booking number is XXXXXXXX for the :Private Arrival Transfer: [redacted] Train Station to be picked up on 4/1/15. Paid in full $51.06 USD which was confirmed by Viator on 3/18/15 at 6:42AM and was processed on my cc ending with 4959.
The original booking number is XXXXXXXX for the: Self-Drive Vintage Fiat 500 Tour from [redacted] Tuscan Hills and Italian Cuisine. Tour at 3pm on 4/1/15. Paid in full $205.11 USD which was confirmed by Viator on 11/23/14 at 10:33am and was processed on my credit card ending with 9190.
The email that I used for Viator was the same one that I had originally provided which is again, [redacted]@cfl.rr.com
Thank you,
STILL IS NOT RESOLVED!
WAITING PATIENTLY
Mr. [redacted] J [redacted]
Final Business Response /* (4000, 9, 2015/06/24) */
Hello,
Thank you for contacting us.
Please note, whilst we acknowledge that being unable to use your arrival transfer which was completely beyond your control, our supplier, Barocchi is unable to refund in this instance and will regard this booking as a 'no show'.
The notes we received from the tour operator when we requested your cancellation are as follows:
This service is not refundable. Arrival time was scheduled for this morning at 11.00 am
and we have just received the cancellation (at 18.30 - 6.30 pm).
As per the Terms and Conditions upon booking, this product is 100% non-refundable if canceled within 2 to 0 days of the service. This also applies if you fail to participate on this date. Therefore on this occasion, no refund is due.
At the time of booking, we recommend, within our Terms and Conditions, that travel insurance is purchased, which would cover for circumstances that occur beyond your control.
We trust that this email, along with a copy of our terms and conditions, which can be found on our website, will be sufficient documentation to support your travel insurance claim.
We look forward to being of service again in the future.
All the Best,
[redacted] M.
Viator Customer Support
Final Consumer Response /* (4200, 11, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, First and Foremost, I contacted this first tour whilst in the side of the mountain/tunnel as soon as I knew that we weren't going to arrive by 11am pick up with the tour operator. It wasn't at 18:30/6:30PM as they said or suggested. I have cell phone records to validate this. Also I had a second claim that wasn't even documented on this claim by VIATOR. Again, these were beyond my control. I also DID purchase the trip insurance and they also stated that I couldn't be refunded. NO ONE WANTS TO TAKE RESPONSIBILITY/OWNERSHIP FOR THIS. I again are only asking for what I haven't received, nothing more. You would think VIATOR would correct this. I WOULD NEVER RECOMMEND VIATOR TO ANYONE! They can SELL you something but will NOT refund YOU if there is an issue that is beyond your control such as ares. STAY CLEAR OF VIATOR!!

Hello, Thank you for your message. I have spoken with our Team that handled Viator Private Tour Guides and they are still awaiting contact from the Tour Guide concerning this reservation. As a gesture of goodwill, we have refunded the deposit you paid for this tour, in the amount of $36 USD. Please...

note, any funds paid directly to the guide are outside of our ability to refund or cover. Though we do list a 100% Guarantee on our website, it is not listed as a 100% Money Back Guarantee. If 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 refund. For more information, please feel free to see our Terms and Conditions here: [redacted]We apologize for any inconvenience, however we do hope this information helps. All the Best, [redacted]. Viator Social Escalations

Complaint: [redacted]
I am rejecting this response because:I have no way of getting the money back from guide as guide resides in [redacted]. Viator claims you will be 100% Satisfied. They need to deal with guide they recommended and sent me
Sincerely,
[redacted]

Dear Mr. Guioa
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 satisfaction. It is certainly not our intent to disappoint our customers. After 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 $225.00 USD for the tour.  Please allows 3-5 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 best. If 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 /* (1000, 5, 2015/08/26) */
Hello,
Thank you for your message. Generally speaking, per our Terms and Conditions, we don't refund for cancellations made within 0 - 2 days of the booking date. However, in reviewing this case, we feel that a refund should be extended to...

this customer. We will be e-mailing the customer shortly with details of the refund.
We hope this information helps. Please let us know if you have any further questions or concerns.
All the Best,
[redacted].
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/01/14) */
Hello,
Thank you for your message. I have spoken with our Fraud Department for more information. We have cancelled this reservation, which generates a cancellation for the charge. The customer may not see a "Refund" in their account -...

instead they will simply see our charge fall off of their account.
The booking was flagged during our routine fraud check. We apologize for any inconvenience this situation may have caused, however we immediately cancelled the charge and we are currently not holding any funds for this reservation.
We do hope this information helps. Please let us know if you have any further questions or concerns.
All the Best,
[redacted]
Viator Customer Support

Initial Business Response /* (1000, 5, 2015/05/14) */
Hello,
Thank you for your patience. I 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 /* (2000, 7, 2015/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 8, 2015/09/16) */
Hello,
Thank you for your message. We have investigated this booking, and there are no notes to indicate anything went wrong with this booking. We have no record of a chargeback for this reservation either in our system, or within the system...

of the credit card processing software we use.
In order to better assist this customer, we would need to be able to find her complaints and phone calls, to verify her claims. Ultimately, if there is a technical glitch on our end, we would like to be aware of that as well.
Thank you in advance for any assistance you can provide in this matter.
All the Best,
[redacted] M.
Viator Customer Support

Initial Business Response /* (1000, 10, 2015/05/21) */
Hello,
Thank you for your patience. I am showing that the customer has been given a full refund and an additional $20.00.
We do hope this information helps. If you have any further questions or concerns please feel free to contact us....


All the Best,
[redacted].
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 12, 2015/05/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Hello, Thank you for writing back. I show at the time of this correspondence that this booking has been refunded by our refund team, and they are following up with the tour operator with the customer's concerns. We do hope this information helps. Please let us know if you have any further questions or concerns. All the Best, [redacted] Viator Support

Initial Business Response /* (1000, 8, 2015/06/23) */
Hello [redacted],
Thank you for your feedback. Unfortunately, we're not able to find your reservation with the information given.
Please write back with the booking number and your e-mail address that you used to make your reservation so...

that we can investigate further.
Thank you in advance for your reply.
All the Best,
[redacted] M.
Viator Customer SUpport