Initial Business Response /* (1000, 5, 2015/01/13) */
Hello,
Thank you for your message. We have investigated this matter and completed a full refund to the customer. The customer should have received an e-mail on Monday, January 12, 2015 with additional details and information....
Please let us know if you have any further questions or concerns.
All the Best,
[redacted] M.
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/01/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Until I receive my credit card statement showing the refund, I will remain in limbo status. I will contact you as soon as I have printed proof of the refund.
I booked on line a 1/2 day sight seeing at Foz do Iguazu Brazil waterfalls site. Although the site was superb, the logistics, promise of an english speaking tour guide, promise of hotel return time and overall organization were extremely poor. For instance, when booking, the advertising and confirmation contract said english speaking guide: there was no english speaking guide who picked me up in a small bus, a second guide was in the large bus and gave some information, but her english was limited. Both guides were nice, but communication was difficult also, they gave many description, educational information in portuguese but none in english. Bottom line this was false advertising and breach of contract. The advertising also said tour length 4-5 hours, when I was called to confirm pick up time, I asked about return time and was told that it would be no later than 1 pm with pick up at 8 am. I had an important meeting at 2 pm at the hotel but returned at 3pm (including a 20 min stop so that the driver could pick up a t-shirt at his home!!!!!! Again false advertising and breach of contract. Overall, I would NOT recommend this service to anyone. The guides were very nice and tried to help but their limited english made is suboptimal.
Initial Business Response /* (1000, 5, 2015/06/23) */
Hello,
Thank you for your feedback. Our tour operator sets any processing fees that they wish to collect on the day of the tour. Unfortunately those fees are out of our control. We 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 $10 processing fee, payable at the time of check-in. There is an additional $10 fuel fee for the Helicopter/Boat and Helicopter/Boat/Skywalk option, payable at the time of check-in. These 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 helps. If you have any further questions please feel free to contact us.
All the Best,
[redacted] 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-responsive. I never requested a refund. A 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 agencies. The only thing clear is that Viator [redacted] 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 back. As 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 date. We 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 $10 processing fee, payable at the time of check-in. There is an additional $10 fuel fee for the Helicopter/Boat and Helicopter/Boat/Skywalk option, payable at the time of check-in. These 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 helps. If you have any further questions please feel free to contact us.
All the Best,
[redacted] 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 [redacted] not change their policy, but their defense remains flawed. The complaint was about clarity of charges *before* payment. Their reference to the voucher is misleading and non-responsive to the complaint, because the voucher is not printed until *AFTER* payment is made. Please keep this complaint on file. Thank you for pursuing it on my behalf. However, in the face of their continued obfuscation and belligerence, I agree to close this issue nolo contendere.
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
Initial Business Response /* (1000, 6, 2015/06/03) */
Hello,
Thank you for your message. In 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 /* (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 /* (4000, 11, 2015/06/12) */
Hello [redacted],
Thank you for your message. In 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 /* (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-XXXXXXXXX. The booking email is [redacted]@gmail.com. I have a Viator account associated to that email, under the username [redacted]
I have been giving this information for two times. I hope you can really see it this time! It has been taking too long for something that happened in early May!
Make sure when you book with Viator that your plans will not change.
They state no cancellation fee within in 72 hour notice, but they don't refund under any conditions.
Buyer beware!!
Initial Business Response /* (1000, 8, 2014/06/01) */
Revdex.com CASE#: XXXXXXXX
In response to [redacted], please see below.
On March 15th Mr. [redacted] Purchased tickets from Viator for the Greenwich Village Walking Tour departing Saturday May 03, 2014. At the time of booking a prepaid...
voucher ticket is sent to each guest with the exact meeting location and time as well as a contact telephone number for the tour operator.
On Fri 09 May 2014, we received a refund request from the [redacted] party advising the party was unable to locate the guide and missed the tour. We responded the refund request advising we needed more information to further investigate the matter.
On Fri May 23rd we received the following from Mr. [redacted]
Viator:
Our group of four convened on the steps of the Jefferson Market Courthouse Library at 1:15 P.M. on May 3, 2014, exactly as instructed on our prepaid voucher. At around 1:40, ten minutes after the scheduled meeting time, one of our party walked all around the building to make sure that your guide was not waiting for us somewhere else around the building. Another of our party made another such search about 15 minutes later. We also went into the library a couple of times to make sure no one was waiting for us there. We tried calling the number given on our voucher for our "local contact"
X-XXX-XXX-XXX but got a recorded message to the effect that it was not a working number. Just before 2:00 P.M. we decided that no one was going to show up so we left.
You should be aware that, because of your tardiness in responding to my complaint, I have filed a report of the incident with the Revdex.com, which they have acknowledged receipt of.
Upon further investigation, Viator issued a full refund as the party was unable to meet with the representative of Big City Walks in time to for the Greenwich Village Walking Tour.
Initial Business Response /* (1000, 5, 2014/08/07) */
Thank you for forwarding this information to Viator. We have tried to verify and locate the account for [redacted], however we are unable to locate any information in our system under the name [redacted] or email address provided....
To further investigate we would need additional information including the Viator tracking number, email address and name of the credit card holder. We will he happy to further investigate this matter upon receipt of the requested information
Initial Business Response /* (1000, 5, 2015/05/05) */
Hello,
Thank you for your message. Please note that the prices listed on the main page are our "Lowest Prices From." In most cases, the prices do not dramatically change from the lowest price, however many of our tour operators do...
change their prices for various seasons or times of the day.
In this case, the customer is looking at two "Private" Tours. For Private tours, only the customer and their party will be on the tour, so the prices can be very different per person depending on how many or how few people are attending the tour and what vehicle will be used for transport.
We do offer a price calendar for our customers so they can look through the pricing for each day, and we do give full quotes for their selected date, time, and number of passengers [redacted] requiring the credit card number.
We do 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
I booked a tour for two, was issued my vouchers online. They charged my card. Then in the early morning hours, I got an email saying the tour was full, and we weren't able to go. We are leaving on vacation in 6 days. I called to get my money back, which they do not automatically do. I was told it takes 3-7 days to get the money back. I know this is standard on returns etc, but this is different. They take your money, not even knowing if the tour is available. They should take a deposit, or not charge at all until the reservation is confirmed. It is now doubtful that I will have that $500.00 for my trip, which is huge to me!!! They just kept saying the same things over and over, not willing to help at all. I'll never use this service again, and warn others against it also. Unless you want your money tied for a week, I wouldn't risk this service.
Initial Business Response /* (1000, 5, 2014/10/20) */
Hello,
Thank you for your message concerning this reservation. We're sorry to hear that Ms. [redacted] was unable to meet the tour.
The meeting point for this tour is listed on the voucher, and the tour company does tag the meeting...
location with a sign showing their name. The tour operator advised that they held the two seats for Ms. [redacted] and her travel companion, and had to consider them no-shows for the tour.
Viator does provide the meeting location, name of the tour operator, and a phone number for the tour operator in case customers require assistance in finding the tour.
Unfortunately, as we are being charged for this reservation, we are unable to provide a refund at this time.
We apologize for any inconvenience, but we do hope this information helps your investigation. Thank you again for your message.
All the Best,
[redacted] M.
Viator Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2014/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because:
A) The "garden entrance" meeting spot was unclear, as the garden was packed with tourists and had multiple entrances. There were dozens of tour guides in the area and none of them had visible signs. We approached multiple guides asking if they were with our group and none of them were.
B) We emailed Viator moments after the tour was starting to ask for clarification on where to meet the group, or if we could join the tour the following day since we thought the group had already left. I never received a response to the email.
Final Business Response /* (4000, 9, 2014/11/07) */
Hello,
Thank you for writing back. Though our e-mail services are monitored 24/7, we are not able to guarantee that we can reply in time to help a customer find their meeting location if they are already looking for the tour. Our goal is to reply to e-mails within 24 - 48 hours, however some requests can take up to 3 - 7 business days.
This turn around time for our e-mails is why we provide contact information for the tour operator on our vouchers, so the customer can contact the local operator directly with any last minute inquiries, or if they need any assistance in finding the meeting location.
We must again apologize for any inconvenience caused by the customer being unable to find the tour operator. This is a very popular tour with us, on the day this customer was set to travel, we had 24 bookings from other customers who were able to meet the tour without issue.
We do hope this information helps. Thank you again. Please let us know if you have any additional concerns.
All the Best,
[redacted] M.
Viator Customer Support
Initial Business Response /* (1000, 5, 2015/03/12) */
Hello,
Thank you for your message.
We appreciate your feedback regarding your Appleton Estate Rum Tour from Negril booking (Viator#XXXXXXXX) and have passed [redacted] comments onto our Product Team and also the tour operator for their...
review.
However, please note that your bookings are operated by two different suppliers and we are unable to issue a refund based on a previous experience with another supplier.
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.
We hope you understand our position in this matter.
All the Best,
[redacted] M.
Viator Customer Support
Kindest regards,
Initial Consumer Rebuttal /* (3000, 7, 2015/03/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is not my problem that bookings are operated by two different suppliers. That has nothing to do with myself, If that is the case then I would like a refund for the tour that was horrible. Both bookings were through your website, you are responsible for making sure EVERY supplier you use to run your busimess is responsible and safe which you did not do in this case.I know the terms and conditions I have been emailed them several times as well as read through them myself. Sending me the same generic email response is not a solution to this.
Final Business Response /* (4000, 21, 2015/05/03) */
Hello,
Thank you for your patience. As a gesture of goodwill, we have refunded the booking for the Appleton Estate, please allow up to 3 - 7 days for the refund to appear back on your card, depending on your bank.
However, we have also heard back from the tour operator, and wish to share their comments below:
The driver who took clients have been touring Jamaica for over 15 years, he has been to the Appleton Rum Tour over 50 times, being lost is not even a question, the vehicle that was used is not a car but a mini-van (Toyota Noah), the journey from Negril to the Appleton Rum Tour is 1 1/2 hour.
Driver have informed me that the only stops made was requested by guest for restroom break, the route to the Tour is in the country side of the island, there is no where for drivers to do errands as the driver lives in the city.
We do hope this information helps. Please let us know if you have any further questions or concerns.
All the Best,
[redacted] M.
Viator Customer Support
Final Consumer Response /* (2000, 23, 2015/05/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the refund. Glad this is resolved.
Initial Business Response /* (1000, 6, 2015/11/04) */
Hello,
Thank you for your message. We do apologize for any inconvenience caused by the length of the investigation, as we were communicating back and forth with our Tour Operator concerning this reservation.
We are showing that a...
full refund was issued by Viator for this reservation.
At the customer's e-mail request, we are also including the Tour Operator's response below:
[redacted]
Dear Reservation
Thank you for your patience and my sincere apology for the delay, as we require some time to conduct a thorough investigation on this incident.
Below are our findings;
* Our driver had 2 hotels for pick-up, Royal Plaza on Scotts and Orchard Parade hotel. Her first hotel pick up was at Royal Plaza on Scotts.
* She arrived to the hotel at 1320hrs. She could not locate the family but since she was early, she approached the Concierge, who assisted her to check for the room number. When our driver checked with the concierge staff she was told that Mr [redacted] is not listed at the hotel.
* Mr [redacted] might be a Non-house guest hence our driver went around the lobby once again and would not able to locate them. Our driver claimed there was no family of 3 otherwise she would have approach them. She went to approach the Concierge staff again and was attended by Mr Hashim, Guest Services Executive. He run through the system again and confirmed that Mr [redacted] is not listed. She got the hotel to stamp on her voucher and notified of the no-show to our office and left the hotel at 1340hrs.
At 1400hrs, our office staff received call to enquire Mr [redacted]'s pick up. Mr [redacted]'s family was actually waiting outside the hotel for their pick-up. Our staff spoke to the Concierge who was aware that our driver was at the hotel earlier and could not them. Not to miss their tour Mr [redacted] was instructed to make their own way to the zoo then meet up with our guide at the River Safari counter. Our staff explained the meeting point to pax and notified our guide accordingly.
Until 1520hrs our guide was unable to locate Mr [redacted] family and called back to us and notified that the family did not turn up. You may refer to the voucher below which was stamped by the hotel concierge who acknowledged our driver was there for pick up. Regret to advise that we will not be able to process a refund for this booking as the service was provided accordingly.
Regards
[redacted]
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 Consumer Rebuttal /* (2000, 8, 2015/11/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
In regards to the Tour Operators response:
The tour operator knew we were not staying at the pickup hotel, as per the booking through Viator.com. The tour operator required us to be at the nominated pickup point, exactly as we had for a previous tour booked through them.
The booking was for a family of four, not three as the tour operator claims.
The tour operator's staff NEVER spoke to us. The only communication was from the pickup hotel who advised we were to proceed to the zoo and seek out a tour guide at Ticketing.
Initial Business Response /* (1000, 5, 2015/08/12) */
Hello,
The following message was sent to the customer in regards to this complaint:
We understand you are, in general, unhappy with the refund process with your tours. After further review we were able to determine the...
error:
When you called on July 30, 2015 and spoke with our contact center floor agent to request the refund they then transferred you to our customer service department to process the refund. You were advised that we could place the refund on another card as the customer service department does have the ability to do so. The unfortunate part that occurred is when processing the refund on the other card the system had an error occur which processed the refund on the cards that were used within the booking.
On Aug 6, 2015 when you contacted us back to inquire about the refund we were advising you that once a refund is processed through the
payment console system we are unable to retrieve or reverse that as the funds are already sent over electronically to your bank. Therefore this means that both of the following refunds have been processed to the following credit cards:
USD 273.32 - card xx [redacted]
USD 396.30 - card xx [redacted]
At this time we can only advise you to contact the banks in which your credit cards were obtained from as they have the funds and can
advise you on how to retrieve them.
Viator strives to achieve the highest standards in customer service and ensure all of our customers are happy with our service, therefore please accept our sincerest apologies that we did not meet your expectations this time.
[redacted], Viator appreciates your patronage and as a gesture of goodwill, we would like to extend the opportunity for you to experience another one of our tours, at a time and destination that suits your plans. We have included a Gift
Certificate to the value of 100 USD that can be redeemed at www.viator.com for any of our products.
Viator Booking: XXXXXXXXX
Gift Certificate Code: [redacted]
Expiry Date: 6 Aug 2017
We do look forward to being of assistance to you in the future.
[redacted]
Unfortunately, as indicated above, Viator no longer has access to the funds that were refunded. Those funds have been given back to the banks in charge of the credit cards to which the refunds were processed.
However - this is a fairly common issue for banks, and they are easily able to either transfer funds, or write a check for the customer to give the customer any funds that are attributed to a closed account. As indicated in the e-mail above, the customer need only contact their bank for additional assistance.
We do hope this information helps.
All the Best,
[redacted].
Viator Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is completely unacceptable, I told you that I no longer had access to those cards due to them being prepaid cards. I had tried to contact the "bank" and without the full card numbers there is no way they can give me access to the money you owe me. On July 31, your representative insisted that I would get my money back on my debit card or through a check. You need to follow through with what your employee promised and refund my money to me. I will not stop until I'm paid what I'm owed. This is a screw up on your end and your employee promised I would get the money refunded to my current card that I have access to and your company needs to honor it.
Final Business Response /* (4000, 9, 2015/08/19) */
Hello,
Thank you for writing back. Unfortunately, as indicated above, Viator no longer has access to the funds that were refunded. Those funds have been given back to the banks in charge of the credit cards to which the refunds were processed.
The customer will need to get in touch with the bank to see what other information they might be able to provide to secure the funds be returned to them.
All the Best,
[redacted].
Viator Customer Support
Final Consumer Response /* (4200, 11, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
And as I stated that was an error on your Viators part. If you listen to the recorded phone call you will hear that I was promised to have to refunded on my current card. I have called the prepaid companies and there is no way to get the money or new card sent to me without the whole card number, which I stated again and again I did not have. You have a recorded telephone call stating your member said it would be refunded to my current debit card and VIATOR NEEDS TO HONOR THAT. I expect that VIATOR will own up to their mistake and send a check for the full refund to my residence. This was their mistake. And with their recorded phone call it proves that they have not done what they promised and are now screwing over someone who had been a loyal company instead of owning up to the mistake. If I mess up on my job I need to fix it and I expect them to give me a full refund ASAP. I will not be satisfied till I see my full refund and since they messed up and the prepaid companies have told me there's no way they can get the money since I do not have the full credit card number and I told VIATOR I needed it refunded elsewhere and was PROMISED it would be done that way this mistake is on them.
Initial Business Response /* (1000, 5, 2014/09/10) */
Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXX-XXXXXXXX-X-XXX)
In response to [redacted] please see below:
On August 4th Miss [redacted] purchased tickets from Viator for The Lion King on Broadway, for a performance date of August 12th. Prior...
to completing the purchase all customers agree to Viator's terms and conditions and are sent a prepaid voucher ticket with the inclusions for each product.
On August 16th we received a price match request form Miss [redacted] advising the tickets she received on the day of the show had printed price which was lower than what was paid Viator.
Viator responded with the following:
The cost of the tickets includes:
* All taxes, fees and handling charges
* Viator brokerage fee
* Admission ticket
Prior to booking, this information appears on the brochure page under the 'Inclusion' section .We also include this information on the customer's voucher that they exchange for tickets.
The amount that is printed on the customer's ticket does not include these charges as the amount printed is the cost of the seat only.
Per our pricing guarantee policy show, concert and event tickets are not covered by Viator's Low Price Guarantee. By booking in advance prior to your show date you are guaranteed a seat on the day you book. If you choose to wait and purchase tickets at the theater on the day there is no guarantee that tickets will be available on the day as quite often shows can sell out. At times some theaters offer show tickets at a cheaper price on the day if they have not sold out, and do not always include all the taxes, fees and handling charges on the ticket pricing. We are sorry, however, we are unable to price match these tickets on this occasion.
Initial Consumer Rebuttal /* (3000, 7, 2014/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are keep saying Broadway show tickets are not covered by low price guarantee, however, if you go to their website, they advertise like they are protected. You can find Low Price Guarantee sign right below the price mark of Lion King on the Broadway. If their policy does not cover the tickets I purchased, they are doing false advertising.
Final Business Response /* (4000, 9, 2014/09/22) */
Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXX-XXXXXXXX-X-XXX)
In response to [redacted]'s reply please see below:
Viator strives to provide the lowest price on most attractions and activities; therefore, you will find the hyperlink for the terms and conditions pertaining to the low price guarantee on every page.
What [redacted] is referring to on the website is simply a link that will take each customer to the set terms, conditions and inclusions for the low price guarantee. Once a customer clicks the link the following information is displayed within the terms:
Viator's Low-Price Guarantee is available to any customer who makes a qualifying purchase through the Viator.com web site. Qualifying purchase must include a minimum purchase of US$20 (or equivalent). Please note that show, concert and event tickets are not covered by Viator's Low Price Guarantee.
We are sorry, however, we are unable to price match these tickets as per the terms and conditions of the guarantee.
Hello [redacted], Thank you for your message. At this time, I am showing our last message to you to read: From: [redacted]To: [redacted]Subject: Viator #BR-[redacted] - 7-Day European Highlights Tour From Frankfurt: Germany, Czech Republic, Slovakia, Hungary,...
Austria And SwitzerlandTemplate ID: BASIC_NOTIFICATION_EMAILMessage:Dear [redacted],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 reply. Please 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 72 hours.We appreciate your understanding in this matter.Kindest regards,[redacted]Viator Customer Relations[redacted]This message was sent on March 15, 2016. We have not yet heard back from the Tour Operator, and they are the ones who make the hotel bookings. We were waiting for information from them before sending you any additional correspondence. We have not rejected or refused your request, it is simply something we are looking into further. We 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 here. We 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 issue. We apologize for any inconvenience but we hope this information helps. Please let us know if you have any further questions or concerns. All the Best, [redacted] Viator Social Support
Initial Business Response /* (1000, 9, 2015/07/23) */
Hello,
Thank you for your message. I am showing that we've already refunded for the reservation XXXXXXXX. Our Fulfillment department called today to request the information for the new card so that the other reservation (XXXXXXXX)...
could receive the partial refund.
Once we have received the return call from the customer, we'll be able to action that partial refund for her.
Please let us know if you have any further questions or concerns.
All the Best,
[redacted] M.
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 11, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was issued the refund I requested. Thank you for your assistance in the matter.
Initial Business Response /* (1000, 5, 2014/06/14) */
Revdex.com Complaint Case# 57291747 (Ref#XX-XXXXX-XXXXXXXX-X-XXX)
In response to [redacted], please see below.
Ms. [redacted] purchased tickets from Viator for the 4-Day Paris Pass ** Sun 30 Mar 2014 for a travel date of May 10, 2014. When the...
pass was purchased the following special was listed on our web site
Please note: until 31 March, 2014 a 2-day hop-on hop-off tour will be included in the Paris Pass price. From April, 2014this will be a 1 day hop-on hop-off tour.
Mrs. [redacted] contact Viator several times requesting confirmation of a two day pass and each time Viator advised the travel day was after April therefore, she would be receiving a one day ticket. The party used the passes and the one day hop on hop off ticket and contacted Viator again after travel requesting a partial refund because the party only received a one day ticket. At that point we advised our post travel refunds department would investigate her complaint and be in contact with her.
On June 11, 2014 we spoke with Ms. [redacted] and advised as gesture of goodwill we would be refunding 50% of the entire purchase even though Ms. [redacted] received and used the advertised package. We also sent an email to her confirming the refund.
Sincerely,
[redacted] - Contact Center Manager
Looktours.com / Viator.com
X-XXX-XXX-XXXX
X-XXX-XXX-XXXX
Fax: X-XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2014/06/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I think their response in itself suggest that the ad was in no way misleading and sorta implied that because we did use the city pass should negates the issue which I strongly disagree on both counts. If we had known about the one vs two day in enough time prior to our departure then we would have probably asked for a refund and purchased the other pass we were considering. As for my post refund request, given we felt slighted a hopper pass day before we traveled we certainly felt the same way upon our return so a follow up was done. Of course our only compensation option at this point is a partial refund. I had hoped to avoid going this far but sometimes you are left with no other option. So, after logging my complaint in with Revdex.com and notifying them of my actions they not only responded very quickly but gave us a better refund then requested. We appreciate their "gesture of goodwill" but still would have preferred the second day pass. In any case this issue is now resolved and I thank Revdex.com for their assistance.
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, 5, 2015/09/16) */
Hello,
A full refund of USD $125.98 has been processed to your credit card, for this cancelled Chichen Itza Day Trip from Cancun booking. Please note that the refund may take 3 to 7 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,
[redacted].
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 Viator. Thank you!
Initial Business Response /* (1000, 5, 2015/01/13) */
Hello,
Thank you for your message. We have investigated this matter and completed a full refund to the customer. The customer should have received an e-mail on Monday, January 12, 2015 with additional details and information....
Please let us know if you have any further questions or concerns.
All the Best,
[redacted] M.
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/01/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Until I receive my credit card statement showing the refund, I will remain in limbo status. I will contact you as soon as I have printed proof of the refund.
I booked on line a 1/2 day sight seeing at Foz do Iguazu Brazil waterfalls site. Although the site was superb, the logistics, promise of an english speaking tour guide, promise of hotel return time and overall organization were extremely poor. For instance, when booking, the advertising and confirmation contract said english speaking guide: there was no english speaking guide who picked me up in a small bus, a second guide was in the large bus and gave some information, but her english was limited. Both guides were nice, but communication was difficult also, they gave many description, educational information in portuguese but none in english. Bottom line this was false advertising and breach of contract. The advertising also said tour length 4-5 hours, when I was called to confirm pick up time, I asked about return time and was told that it would be no later than 1 pm with pick up at 8 am. I had an important meeting at 2 pm at the hotel but returned at 3pm (including a 20 min stop so that the driver could pick up a t-shirt at his home!!!!!! Again false advertising and breach of contract. Overall, I would NOT recommend this service to anyone. The guides were very nice and tried to help but their limited english made is suboptimal.
Initial Business Response /* (1000, 5, 2015/06/23) */
Hello,
Thank you for your feedback. Our tour operator sets any processing fees that they wish to collect on the day of the tour. Unfortunately those fees are out of our control. We 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 $10 processing fee, payable at the time of check-in. There is an additional $10 fuel fee for the Helicopter/Boat and Helicopter/Boat/Skywalk option, payable at the time of check-in. These 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 helps. If you have any further questions please feel free to contact us.
All the Best,
[redacted] 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-responsive. I never requested a refund. A 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 agencies. The only thing clear is that Viator [redacted] 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 back. As 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 date. We 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 $10 processing fee, payable at the time of check-in. There is an additional $10 fuel fee for the Helicopter/Boat and Helicopter/Boat/Skywalk option, payable at the time of check-in. These 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 helps. If you have any further questions please feel free to contact us.
All the Best,
[redacted] 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 [redacted] not change their policy, but their defense remains flawed. The complaint was about clarity of charges *before* payment. Their reference to the voucher is misleading and non-responsive to the complaint, because the voucher is not printed until *AFTER* payment is made. Please keep this complaint on file. Thank you for pursuing it on my behalf. However, in the face of their continued obfuscation and belligerence, I agree to close this issue nolo contendere.
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
Initial Business Response /* (1000, 6, 2015/06/03) */
Hello,
Thank you for your message. In 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 /* (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 /* (4000, 11, 2015/06/12) */
Hello [redacted],
Thank you for your message. In 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 /* (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-XXXXXXXXX. The booking email is [redacted]@gmail.com. I have a Viator account associated to that email, under the username [redacted]
I have been giving this information for two times. I hope you can really see it this time! It has been taking too long for something that happened in early May!
Make sure when you book with Viator that your plans will not change.
They state no cancellation fee within in 72 hour notice, but they don't refund under any conditions.
Buyer beware!!
Initial Business Response /* (1000, 8, 2014/06/01) */
Revdex.com CASE#: XXXXXXXX
In response to [redacted], please see below.
On March 15th Mr. [redacted] Purchased tickets from Viator for the Greenwich Village Walking Tour departing Saturday May 03, 2014. At the time of booking a prepaid...
voucher ticket is sent to each guest with the exact meeting location and time as well as a contact telephone number for the tour operator.
On Fri 09 May 2014, we received a refund request from the [redacted] party advising the party was unable to locate the guide and missed the tour. We responded the refund request advising we needed more information to further investigate the matter.
On Fri May 23rd we received the following from Mr. [redacted]
Viator:
Our group of four convened on the steps of the Jefferson Market Courthouse Library at 1:15 P.M. on May 3, 2014, exactly as instructed on our prepaid voucher. At around 1:40, ten minutes after the scheduled meeting time, one of our party walked all around the building to make sure that your guide was not waiting for us somewhere else around the building. Another of our party made another such search about 15 minutes later. We also went into the library a couple of times to make sure no one was waiting for us there. We tried calling the number given on our voucher for our "local contact"
X-XXX-XXX-XXX but got a recorded message to the effect that it was not a working number. Just before 2:00 P.M. we decided that no one was going to show up so we left.
You should be aware that, because of your tardiness in responding to my complaint, I have filed a report of the incident with the Revdex.com, which they have acknowledged receipt of.
Upon further investigation, Viator issued a full refund as the party was unable to meet with the representative of Big City Walks in time to for the Greenwich Village Walking Tour.
Initial Business Response /* (1000, 5, 2014/08/07) */
Thank you for forwarding this information to Viator. We have tried to verify and locate the account for [redacted], however we are unable to locate any information in our system under the name [redacted] or email address provided....
To further investigate we would need additional information including the Viator tracking number, email address and name of the credit card holder. We will he happy to further investigate this matter upon receipt of the requested information
Initial Business Response /* (1000, 5, 2015/05/05) */
Hello,
Thank you for your message. Please note that the prices listed on the main page are our "Lowest Prices From." In most cases, the prices do not dramatically change from the lowest price, however many of our tour operators do...
change their prices for various seasons or times of the day.
In this case, the customer is looking at two "Private" Tours. For Private tours, only the customer and their party will be on the tour, so the prices can be very different per person depending on how many or how few people are attending the tour and what vehicle will be used for transport.
We do offer a price calendar for our customers so they can look through the pricing for each day, and we do give full quotes for their selected date, time, and number of passengers [redacted] requiring the credit card number.
We do 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
I booked a tour for two, was issued my vouchers online. They charged my card. Then in the early morning hours, I got an email saying the tour was full, and we weren't able to go. We are leaving on vacation in 6 days. I called to get my money back, which they do not automatically do. I was told it takes 3-7 days to get the money back. I know this is standard on returns etc, but this is different. They take your money, not even knowing if the tour is available. They should take a deposit, or not charge at all until the reservation is confirmed. It is now doubtful that I will have that $500.00 for my trip, which is huge to me!!! They just kept saying the same things over and over, not willing to help at all. I'll never use this service again, and warn others against it also. Unless you want your money tied for a week, I wouldn't risk this service.
Initial Business Response /* (1000, 5, 2014/10/20) */
Hello,
Thank you for your message concerning this reservation. We're sorry to hear that Ms. [redacted] was unable to meet the tour.
The meeting point for this tour is listed on the voucher, and the tour company does tag the meeting...
location with a sign showing their name. The tour operator advised that they held the two seats for Ms. [redacted] and her travel companion, and had to consider them no-shows for the tour.
Viator does provide the meeting location, name of the tour operator, and a phone number for the tour operator in case customers require assistance in finding the tour.
Unfortunately, as we are being charged for this reservation, we are unable to provide a refund at this time.
We apologize for any inconvenience, but we do hope this information helps your investigation. Thank you again for your message.
All the Best,
[redacted] M.
Viator Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2014/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because:
A) The "garden entrance" meeting spot was unclear, as the garden was packed with tourists and had multiple entrances. There were dozens of tour guides in the area and none of them had visible signs. We approached multiple guides asking if they were with our group and none of them were.
B) We emailed Viator moments after the tour was starting to ask for clarification on where to meet the group, or if we could join the tour the following day since we thought the group had already left. I never received a response to the email.
Final Business Response /* (4000, 9, 2014/11/07) */
Hello,
Thank you for writing back. Though our e-mail services are monitored 24/7, we are not able to guarantee that we can reply in time to help a customer find their meeting location if they are already looking for the tour. Our goal is to reply to e-mails within 24 - 48 hours, however some requests can take up to 3 - 7 business days.
This turn around time for our e-mails is why we provide contact information for the tour operator on our vouchers, so the customer can contact the local operator directly with any last minute inquiries, or if they need any assistance in finding the meeting location.
We must again apologize for any inconvenience caused by the customer being unable to find the tour operator. This is a very popular tour with us, on the day this customer was set to travel, we had 24 bookings from other customers who were able to meet the tour without issue.
We do hope this information helps. Thank you again. Please let us know if you have any additional concerns.
All the Best,
[redacted] M.
Viator Customer Support
Initial Business Response /* (1000, 5, 2015/03/12) */
Hello,
Thank you for your message.
We appreciate your feedback regarding your Appleton Estate Rum Tour from Negril booking (Viator#XXXXXXXX) and have passed [redacted] comments onto our Product Team and also the tour operator for their...
review.
However, please note that your bookings are operated by two different suppliers and we are unable to issue a refund based on a previous experience with another supplier.
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.
We hope you understand our position in this matter.
All the Best,
[redacted] M.
Viator Customer Support
Kindest regards,
Initial Consumer Rebuttal /* (3000, 7, 2015/03/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is not my problem that bookings are operated by two different suppliers. That has nothing to do with myself, If that is the case then I would like a refund for the tour that was horrible. Both bookings were through your website, you are responsible for making sure EVERY supplier you use to run your busimess is responsible and safe which you did not do in this case.I know the terms and conditions I have been emailed them several times as well as read through them myself. Sending me the same generic email response is not a solution to this.
Final Business Response /* (4000, 21, 2015/05/03) */
Hello,
Thank you for your patience. As a gesture of goodwill, we have refunded the booking for the Appleton Estate, please allow up to 3 - 7 days for the refund to appear back on your card, depending on your bank.
However, we have also heard back from the tour operator, and wish to share their comments below:
The driver who took clients have been touring Jamaica for over 15 years, he has been to the Appleton Rum Tour over 50 times, being lost is not even a question, the vehicle that was used is not a car but a mini-van (Toyota Noah), the journey from Negril to the Appleton Rum Tour is 1 1/2 hour.
Driver have informed me that the only stops made was requested by guest for restroom break, the route to the Tour is in the country side of the island, there is no where for drivers to do errands as the driver lives in the city.
We do hope this information helps. Please let us know if you have any further questions or concerns.
All the Best,
[redacted] M.
Viator Customer Support
Final Consumer Response /* (2000, 23, 2015/05/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the refund. Glad this is resolved.
Initial Business Response /* (1000, 6, 2015/11/04) */
Hello,
Thank you for your message. We do apologize for any inconvenience caused by the length of the investigation, as we were communicating back and forth with our Tour Operator concerning this reservation.
We are showing that a...
full refund was issued by Viator for this reservation.
At the customer's e-mail request, we are also including the Tour Operator's response below:
[redacted]
Dear Reservation
Thank you for your patience and my sincere apology for the delay, as we require some time to conduct a thorough investigation on this incident.
Below are our findings;
* Our driver had 2 hotels for pick-up, Royal Plaza on Scotts and Orchard Parade hotel. Her first hotel pick up was at Royal Plaza on Scotts.
* She arrived to the hotel at 1320hrs. She could not locate the family but since she was early, she approached the Concierge, who assisted her to check for the room number. When our driver checked with the concierge staff she was told that Mr [redacted] is not listed at the hotel.
* Mr [redacted] might be a Non-house guest hence our driver went around the lobby once again and would not able to locate them. Our driver claimed there was no family of 3 otherwise she would have approach them. She went to approach the Concierge staff again and was attended by Mr Hashim, Guest Services Executive. He run through the system again and confirmed that Mr [redacted] is not listed. She got the hotel to stamp on her voucher and notified of the no-show to our office and left the hotel at 1340hrs.
At 1400hrs, our office staff received call to enquire Mr [redacted]'s pick up. Mr [redacted]'s family was actually waiting outside the hotel for their pick-up. Our staff spoke to the Concierge who was aware that our driver was at the hotel earlier and could not them. Not to miss their tour Mr [redacted] was instructed to make their own way to the zoo then meet up with our guide at the River Safari counter. Our staff explained the meeting point to pax and notified our guide accordingly.
Until 1520hrs our guide was unable to locate Mr [redacted] family and called back to us and notified that the family did not turn up. You may refer to the voucher below which was stamped by the hotel concierge who acknowledged our driver was there for pick up. Regret to advise that we will not be able to process a refund for this booking as the service was provided accordingly.
Regards
[redacted]
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 Consumer Rebuttal /* (2000, 8, 2015/11/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
In regards to the Tour Operators response:
The tour operator knew we were not staying at the pickup hotel, as per the booking through Viator.com. The tour operator required us to be at the nominated pickup point, exactly as we had for a previous tour booked through them.
The booking was for a family of four, not three as the tour operator claims.
The tour operator's staff NEVER spoke to us. The only communication was from the pickup hotel who advised we were to proceed to the zoo and seek out a tour guide at Ticketing.
Initial Business Response /* (1000, 5, 2015/08/12) */
Hello,
The following message was sent to the customer in regards to this complaint:
We understand you are, in general, unhappy with the refund process with your tours. After further review we were able to determine the...
error:
When you called on July 30, 2015 and spoke with our contact center floor agent to request the refund they then transferred you to our customer service department to process the refund. You were advised that we could place the refund on another card as the customer service department does have the ability to do so. The unfortunate part that occurred is when processing the refund on the other card the system had an error occur which processed the refund on the cards that were used within the booking.
On Aug 6, 2015 when you contacted us back to inquire about the refund we were advising you that once a refund is processed through the
payment console system we are unable to retrieve or reverse that as the funds are already sent over electronically to your bank. Therefore this means that both of the following refunds have been processed to the following credit cards:
USD 273.32 - card xx [redacted]
USD 396.30 - card xx [redacted]
At this time we can only advise you to contact the banks in which your credit cards were obtained from as they have the funds and can
advise you on how to retrieve them.
Viator strives to achieve the highest standards in customer service and ensure all of our customers are happy with our service, therefore please accept our sincerest apologies that we did not meet your expectations this time.
[redacted], Viator appreciates your patronage and as a gesture of goodwill, we would like to extend the opportunity for you to experience another one of our tours, at a time and destination that suits your plans. We have included a Gift
Certificate to the value of 100 USD that can be redeemed at www.viator.com for any of our products.
Viator Booking: XXXXXXXXX
Gift Certificate Code: [redacted]
Expiry Date: 6 Aug 2017
We do look forward to being of assistance to you in the future.
[redacted]
Unfortunately, as indicated above, Viator no longer has access to the funds that were refunded. Those funds have been given back to the banks in charge of the credit cards to which the refunds were processed.
However - this is a fairly common issue for banks, and they are easily able to either transfer funds, or write a check for the customer to give the customer any funds that are attributed to a closed account. As indicated in the e-mail above, the customer need only contact their bank for additional assistance.
We do hope this information helps.
All the Best,
[redacted].
Viator Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is completely unacceptable, I told you that I no longer had access to those cards due to them being prepaid cards. I had tried to contact the "bank" and without the full card numbers there is no way they can give me access to the money you owe me. On July 31, your representative insisted that I would get my money back on my debit card or through a check. You need to follow through with what your employee promised and refund my money to me. I will not stop until I'm paid what I'm owed. This is a screw up on your end and your employee promised I would get the money refunded to my current card that I have access to and your company needs to honor it.
Final Business Response /* (4000, 9, 2015/08/19) */
Hello,
Thank you for writing back. Unfortunately, as indicated above, Viator no longer has access to the funds that were refunded. Those funds have been given back to the banks in charge of the credit cards to which the refunds were processed.
The customer will need to get in touch with the bank to see what other information they might be able to provide to secure the funds be returned to them.
All the Best,
[redacted].
Viator Customer Support
Final Consumer Response /* (4200, 11, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
And as I stated that was an error on your Viators part. If you listen to the recorded phone call you will hear that I was promised to have to refunded on my current card. I have called the prepaid companies and there is no way to get the money or new card sent to me without the whole card number, which I stated again and again I did not have. You have a recorded telephone call stating your member said it would be refunded to my current debit card and VIATOR NEEDS TO HONOR THAT. I expect that VIATOR will own up to their mistake and send a check for the full refund to my residence. This was their mistake. And with their recorded phone call it proves that they have not done what they promised and are now screwing over someone who had been a loyal company instead of owning up to the mistake. If I mess up on my job I need to fix it and I expect them to give me a full refund ASAP. I will not be satisfied till I see my full refund and since they messed up and the prepaid companies have told me there's no way they can get the money since I do not have the full credit card number and I told VIATOR I needed it refunded elsewhere and was PROMISED it would be done that way this mistake is on them.
Initial Business Response /* (1000, 5, 2014/09/10) */
Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXX-XXXXXXXX-X-XXX)
In response to [redacted] please see below:
On August 4th Miss [redacted] purchased tickets from Viator for The Lion King on Broadway, for a performance date of August 12th. Prior...
to completing the purchase all customers agree to Viator's terms and conditions and are sent a prepaid voucher ticket with the inclusions for each product.
On August 16th we received a price match request form Miss [redacted] advising the tickets she received on the day of the show had printed price which was lower than what was paid Viator.
Viator responded with the following:
The cost of the tickets includes:
* All taxes, fees and handling charges
* Viator brokerage fee
* Admission ticket
Prior to booking, this information appears on the brochure page under the 'Inclusion' section .We also include this information on the customer's voucher that they exchange for tickets.
The amount that is printed on the customer's ticket does not include these charges as the amount printed is the cost of the seat only.
Per our pricing guarantee policy show, concert and event tickets are not covered by Viator's Low Price Guarantee. By booking in advance prior to your show date you are guaranteed a seat on the day you book. If you choose to wait and purchase tickets at the theater on the day there is no guarantee that tickets will be available on the day as quite often shows can sell out. At times some theaters offer show tickets at a cheaper price on the day if they have not sold out, and do not always include all the taxes, fees and handling charges on the ticket pricing. We are sorry, however, we are unable to price match these tickets on this occasion.
Initial Consumer Rebuttal /* (3000, 7, 2014/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are keep saying Broadway show tickets are not covered by low price guarantee, however, if you go to their website, they advertise like they are protected. You can find Low Price Guarantee sign right below the price mark of Lion King on the Broadway. If their policy does not cover the tickets I purchased, they are doing false advertising.
Final Business Response /* (4000, 9, 2014/09/22) */
Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXX-XXXXXXXX-X-XXX)
In response to [redacted]'s reply please see below:
Viator strives to provide the lowest price on most attractions and activities; therefore, you will find the hyperlink for the terms and conditions pertaining to the low price guarantee on every page.
What [redacted] is referring to on the website is simply a link that will take each customer to the set terms, conditions and inclusions for the low price guarantee. Once a customer clicks the link the following information is displayed within the terms:
Viator's Low-Price Guarantee is available to any customer who makes a qualifying purchase through the Viator.com web site. Qualifying purchase must include a minimum purchase of US$20 (or equivalent). Please note that show, concert and event tickets are not covered by Viator's Low Price Guarantee.
We are sorry, however, we are unable to price match these tickets as per the terms and conditions of the guarantee.
Hello [redacted], Thank you for your message. At this time, I am showing our last message to you to read: From: [redacted]To: [redacted]Subject: Viator #BR-[redacted] - 7-Day European Highlights Tour From Frankfurt: Germany, Czech Republic, Slovakia, Hungary,...
Austria And SwitzerlandTemplate ID: BASIC_NOTIFICATION_EMAILMessage:Dear [redacted],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 reply. Please 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 72 hours.We appreciate your understanding in this matter.Kindest regards,[redacted]Viator Customer Relations[redacted]This message was sent on March 15, 2016. We have not yet heard back from the Tour Operator, and they are the ones who make the hotel bookings. We were waiting for information from them before sending you any additional correspondence. We have not rejected or refused your request, it is simply something we are looking into further. We 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 here. We 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 issue. We apologize for any inconvenience but we hope this information helps. Please let us know if you have any further questions or concerns. All the Best, [redacted] Viator Social Support
Initial Business Response /* (1000, 9, 2015/07/23) */
Hello,
Thank you for your message. I am showing that we've already refunded for the reservation XXXXXXXX. Our Fulfillment department called today to request the information for the new card so that the other reservation (XXXXXXXX)...
could receive the partial refund.
Once we have received the return call from the customer, we'll be able to action that partial refund for her.
Please let us know if you have any further questions or concerns.
All the Best,
[redacted] M.
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 11, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was issued the refund I requested. Thank you for your assistance in the matter.
Initial Business Response /* (1000, 5, 2014/06/14) */
Revdex.com Complaint Case# 57291747 (Ref#XX-XXXXX-XXXXXXXX-X-XXX)
In response to [redacted], please see below.
Ms. [redacted] purchased tickets from Viator for the 4-Day Paris Pass ** Sun 30 Mar 2014 for a travel date of May 10, 2014. When the...
pass was purchased the following special was listed on our web site
Please note: until 31 March, 2014 a 2-day hop-on hop-off tour will be included in the Paris Pass price. From April, 2014this will be a 1 day hop-on hop-off tour.
Mrs. [redacted] contact Viator several times requesting confirmation of a two day pass and each time Viator advised the travel day was after April therefore, she would be receiving a one day ticket. The party used the passes and the one day hop on hop off ticket and contacted Viator again after travel requesting a partial refund because the party only received a one day ticket. At that point we advised our post travel refunds department would investigate her complaint and be in contact with her.
On June 11, 2014 we spoke with Ms. [redacted] and advised as gesture of goodwill we would be refunding 50% of the entire purchase even though Ms. [redacted] received and used the advertised package. We also sent an email to her confirming the refund.
Sincerely,
[redacted] - Contact Center Manager
Looktours.com / Viator.com
X-XXX-XXX-XXXX
X-XXX-XXX-XXXX
Fax: X-XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2014/06/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I think their response in itself suggest that the ad was in no way misleading and sorta implied that because we did use the city pass should negates the issue which I strongly disagree on both counts. If we had known about the one vs two day in enough time prior to our departure then we would have probably asked for a refund and purchased the other pass we were considering. As for my post refund request, given we felt slighted a hopper pass day before we traveled we certainly felt the same way upon our return so a follow up was done. Of course our only compensation option at this point is a partial refund. I had hoped to avoid going this far but sometimes you are left with no other option. So, after logging my complaint in with Revdex.com and notifying them of my actions they not only responded very quickly but gave us a better refund then requested. We appreciate their "gesture of goodwill" but still would have preferred the second day pass. In any case this issue is now resolved and I thank Revdex.com for their assistance.
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, 5, 2015/09/16) */
Hello,
A full refund of USD $125.98 has been processed to your credit card, for this cancelled Chichen Itza Day Trip from Cancun booking. Please note that the refund may take 3 to 7 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,
[redacted].
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 Viator. Thank you!