Initial Business Response /* (1000, 5, 2015/06/02) */
Hello,
Thank you for your message. Our Groups Department requires additional time to set up large groups as contracts may be required. For contractual reasons, all group communications are required to be in writing.
Group requests...
are replied to within 5 - 7 business days after the request is received, anything too close to that time line may not be able to be booked through groups. Our Groups Sales department does their best to accommodate close to date and last minute requests whenever possible.
Generally speaking we're not always able to recommend making individual bookings on-line because the supplier can require different Terms and Conditions and/or rates; the party might not be able to travel together; and depending on the capacity for the tour the entire party may not be confirmed for their reservations.
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
Initial Consumer Rebuttal /* (3000, 7, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Groups did have that additional time. We submitted the request 15 days out and we received no response on the matter. Then when we tried to call we could not be put through to the department. After speaking with a Supervisor, they advised that our request was null and void because no one in the groups department had worked on it and it was too late by this point. I find this very unacceptable and this message does not meet my satisfactory. You have quoted me policy that was not followed by that department, only proving my statement and confirming that no action has taken. I did not ask for a policy quote, I asked for the policy to be followed and that the groups team accept phone calls for when requests fall through the cracks as it did in our case.
Final Business Response /* (4000, 9, 2015/06/05) */
Hello,
Thank you for writing back. We apologize for the confusion. Though groups is often able to reply within 5 - 7 business days, they will most often need up to 30 days from quote to confirmation.
We are showing that the first request for this Groups Booking came in on 5/19, and the follow up came in on 5/21 for a requested group tour on 5/30.
We are also showing that this request came in through a [redacted], who has sent in over a dozen requests to our Groups Department - and this is the first request we have not successfully been able to fill in one manner or another.
For the reasons listed above, while again we do apologize that we were unable to meet your request for a tour on this occasion, we will not be changing our policies when it comes to Group requests.
Thank you again for your message, and we wish you Happy Travels.
All the Best,
[redacted] M.
Viator Customer Support
Initial Business Response /* (1000, 10, 2015/04/22) */
Received response via email:
Thank you for the information concerning Mr. [redacted]'s reservation. We are sorry to hear that Mr. [redacted] did not enjoy his trip in [redacted] As a gesture of good will, we are extending a full refund to the amount...
of USD 34.05. The refund may take up to 3 -7 business days to be credited to his card, depending on his bank. He should have already received an e-mail concerning this refund as well.
Additionally, we are going to send over his complaint to the manager in charge of this product as well, for their review and consideration.
We do hope this information helps. Please let us know if you have any further questions or concerns about this reservation.
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!!
Initial Business Response /* (1000, 6, 2014/04/03) */
Revdex.com CASE#: XXXXXXXX
In response to Mr. [redacted]'s complaint, please see below.
Mr. [redacted] Purchased tickets for the Skip the Line: [redacted] Uffizi Gallery Tickets on March 1st 2014 for admission on March 21, 2014.
Upon...
completion of an online reservation all customers are sent a prepaid voucher with specific information including a phone number for reconfirmation and meeting instructions.
The prepaid voucher that was sent to the [redacted] party advised the following:
Time:
4:30pm (all year)
Location:
Uffizi Gallery, central [redacted]
Uffizi Gallery, Piazzale degli Uffizi, 6, XXXXX, [redacted], [redacted]
Please meet the representative who will provide you the reserved ticket at the entrance gate DOOR 1. This area is reserved for pre-booked groups. Your assistant will wait for you with a "Caf Tour & Travel" yellow sign at the gate door.
Tour Option Description:
Enter the museum at 4:30pm
Voucher Information:
You can present either a paper or an electronic voucher for this activity.
Important:
Your local contact is CAF Tour and Travel on +XX XXX XXX XXX.
Please be ready at least 15 minutes prior to departure time.
Comfortable walking shoes are recommended
Mr. [redacted] contacted Viator on Monday, March 24th requesting a refund as they were unable to enter the museum because the greeter was no longer at the meeting location. Mr. [redacted] was advised at that time to submit a refund request in writing and we would investigate and follow up with his party once this was complete.
Mr. [redacted] advised in his written refund request "We arrived at our departure point at approximately X:XX-X:XX pm." This is the reason his party did not receive the tickets purchased as the voucher clearly states. Please be ready at least 15 minutes prior to departure time. The [redacted] party was considered a no show because they failed to meet the greeter prior to their admission time as instructed on their voucher.
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. Viator strives to provide memorable experiences for our guest and regret that Mr. [redacted] was unable to participate in his scheduled activity because the party arrived at the meeting location late. As a gesture of good will we have issued a full refund for this booking.
Initial Consumer Rebuttal /* (2000, 9, 2014/04/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If the item purchased was part of a "group", such information should have been disclosed at the time of the purchase. The item's description is "tickets", not "group". The voucher does not state that if we don't show up 15 minutes prior to the "time", our voucher would become void, nor does it say that early arrival is MANDATORY, as proved during a previous purchase through Viator. We had a tour purchased through Viator earlier that day where we waited an extra 10 minutes for the remainder of our party to show up. They were not rudely turned away for failing to heed the REQUEST to show up early. Viator finally refunded my money, but only after I filed a complaint and opened dialogue on multiple websites about their business practices. Viator can hide behind their "Terms and Conditions", but they need to realize that the product they are attempting to sell is vague at best, and the representatives they employ do not meet common customer service standards. I will never use Viator again.
Initial Business Response /* (1000, 5, 2014/07/17) */
In response to Mr [redacted], please see below.
Mr [redacted] purchased tickets from Viator for KÀTM by Cirque du Soleil(r) at the MGM Grand Hotel and Casino on July 10, 2014 to attend the performance on Tuesday August 05,...
2014. At the time of booking our website stated "Due to high demand, confirmation will be received within 10 business days of booking, subject to availability."
Mr [redacted] contacted Viator several times requiting confirmation and was advised each time per the website, "confirmation will be received within 10 business days." We also sent the following email to Mr [redacted] on July 15th
Email address: [redacted]@gmail.com
From address: [redacted]@viator.com
Email subject: Pending - Viator Booking - KÀTM by Cirque du Soleil(r) at the MGM Grand Hotel and Casino
Email body:
Dear [redacted],
Thank you for your KÀTM by Cirque du Soleil(r) at the MGM Grand Hotel and Casino booking request, through Viator.
As per our conversation, and per the information on the Viator.com website, due to high demand it may take up to 10 business days to receive your voucher, subject to availability. Once the booking is submitted all sales are final, non-changeable, non-transferable and incur 100% cancellation penalties.
Please be assured that we are doing everything possible to gain confirmation of your booking as soon as possible and that you will receive your confirmation voucher prior to your show date.
We apologize for the inconvenience and hope you enjoy your show.
On Thursday July 17th (within the 7-10 business days) the booking was confirmed and the voucher was sent to Mr. [redacted]
Viator has revaluated the confirmation process for Cirque du Soleil(r) as of July 17th this product will now be confirmed instantly.
Kind regards,
[redacted] - Contact Center Manager
Looktours.com / Viator.com
X-XXX-XXX-XXXX
X-XXX-XXX-XXXX
Fax: X-XXX-XXX-XXXX
Very disappointed! I booked the Alcatraz and San Francisco City Tour. Their website said the package was available. Wjen I completed the transaction it said that a confirmation would be made within 48 hours. I made the bookiing on July 3, 2015. Since I did not hear from them at all, I called on July 7, just to find out that the tickets to Alcatraz were not available. All the supervisor was able to say when I called was "i can reject your booking since the tickets are not available". When were they going to let me know this?? Now I am without tickets or without being able to go to Alcatraz on my stay in San Francisco. I have two children that are totaly disapppointed! I will never book anaother tour with this Viator, Inc.
Initial Business Response /* (1000, 5, 2014/10/20) */
Hello,
Thank you for your message concerning this reservation. In our previous correspondence dated October 16, 2014, to Mr. [redacted], we sent the following information:
The tour operator, Brush Hill Tours/Gray Line of Boston,...
allows us to sell this product with instant confirmation to our customers.
At the time your booking was made, the tour was available in our system and we had not been advised to stop selling the tour on this date.
We regret that communication issues between ourselves and the local operator have affected your visit to Boston and we understand your disappointment.
We would like to extend the opportunity for you to book with us again and experience our usual high level of service and quality touring products, at a time and destination that suits your plans. As such we have included a USD 100.00 Gift Certificate that can be redeemed at www.viator.com for any of our products.
At this time, a full refund for this reservation has been provided, as well as the Gift Certificate Valued at USD 100.00.
We do apologize for any inconvenience, however we do feel this is fair compensation for the reservation. We do hope this information helps with your investigation. Thank you again for your message.
All the Best,
[redacted] M.
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2014/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/04/09) */
Hello,
Thank you for your message. I am showing that this customer called in to request a refund, which was denied by the tour operator as the customer did not follow the reconfirmation instructions listed on their voucher.
The...
information on the voucher is as follows:
Your local contact is Chukka Caribbean Adventures on XXX XXX XXXX.
Please note: Complimentary pick-up is offered for this tour/activity (as specified on the tour / activity description page). If you require this service you must contact Chukka Caribbean Adventures at
Locally on XXX XXX XXXX
Toll free on +X XXX XXX XXXX
By email at [redacted]@chukkacaribbean.com
at least 24 Hour(s) prior to your tour/activity date to verify your pick-up time and pick-up location. If you are not arriving within the specified timeframe, please contact Chukka Caribbean Adventures prior to your travels, or immediately upon arrival at your destination.
Please be ready at least 10 minutes prior to departure time.
Unfortunately, as they did not contact the tour operator as instructed, they were not scheduled for pickup. The Tour Operator held seats for them in case they made their own way.
We apologize for any inconvenience, but we do hope this information helps. At this time we are unable to extend a refund to this customer.
All the Best,
[redacted] M.
[redacted] Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/04/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We received the following email Booking Confirmed from [redacted]. I was not aware that the email was not the actual confirmation and it is not clear in the email that you need to click on the voucher button. Thus I never saw the additional instructions until no one showed up to pick us up at the time stated in the email. As you can see from the email it states booking confirmed, has a pickup time and no other CLEAR directions. The information stated by [redacted] is on a voucher that I never saw.
Dear [redacted],
Thank you for your booking.
Your itinerary is confirmed. Please see below for information about your confirmed tour or activities!
Whether you're traveling across town or across the globe, we are proud to be part of your travel plans. We hope you have an incredible trip, and we appreciate your business.
Happy travels,
[redacted]
PS: It's easy to stay in touch with [redacted] on the road. Download our mobile apps or follow us on Facebook, Twitter or Google+.
Tour/Activity Details
Itinerary Number: IT-XXXXXXXX
1.
Canopy Tour
Booking Reference: BR-XXXXXXXXX
Lead Traveler: Mr [redacted]
Number of Travelers: 2 (2 Adults)
Travel Date: Monday April 06, 2015
Location: [redacted]
Travel Option: 1:30pm from Montego Bay
Voucher Information: Paper Voucher Required
USD $177.98
CONFIRMED
Final Business Response /* (4000, 9, 2015/04/16) */
Hello,
Thank you for writing back. We do provide multiple links and reminders to customers to print their vouchers. We are sorry to hear that the customer did not follow through with these links to receive their paperwork, however we believe we have acted in good faith.
Please note, we do remind customers on the brochure page, under the "Important Info" tab for this tour that they will need to contact the tour operator to obtain their pickup time, and that the given 1:30 departure time is the departure time for the tour.
Please see the following information below:
_______
Departure time
10:30am
1:30pm
Hotel pickups commence prior to this time, you must contact the local service provider to verify your exact pickup time.
________
1:30pm from Montego Bay
Code: MB1330
Canopy tour from Montego Bay. Tour departs at 1:30pm, hotel pickup commences 1-2 hours prior.
________
We apologize for any inconvenience, but we do hope this information helps. Please let us know if you have any further questions or concerns.
All the Best,
[redacted] M.
[redacted] Customer Support
Final Consumer Response /* (4200, 11, 2015/04/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Seeking full refund filing claim with credit card company
I bought a one day tour on Viator for $149 which they claimed to be the lowest price on the internet. I found out on the day of my tour through another tour member that one of the other members paid $130 which is lower than Viator's guaranteed lowest price on the internet. I did not get a chance to talk to the other tour member who paid $130 but brought it up with Viator who wasn't willing to help me with the price difference (no surprise there). I proceeded to post a negative review on their website. When I tried to filter by negative reviews to see if my review was posted, I wasn't able to on Viator's website. They have programmed their website so that negative reviews cannot be seen or it will be extremely difficult to view the negative reviews (which were quite a lot). try it for yourself. Try filtering out reviews by negative stars and you will find out you won't be able to and therefore won't be able to read the negative reviews. As you can see based on the number of cases and complaints with Revdex.com, Viator is not a good company to do business with and you should take your business elsewhere. It will catch up with Viator one day soon.
Initial Business Response /* (1000, 5, 2015/05/22) */
Hello,
Thank you for your message. I've been told that we will be extending a full refund for the Beach Blanket Babylon Show Tickets. Please look for an e-mail from [redacted]@viator.com with complete details of the refund.
All the...
Initial Business Response /* (1000, 9, 2015/04/09) */
Hello,
Thank you for your message. In order to better investigate this reply we request the booking number or e-mail address of the customer to expedite us finding their reservation.
Thank you in advance for your reply....
[redacted] M.
Viator Customer Support
Initial Consumer Rebuttal /* (3000, 11, 2015/04/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The customer support is only requesting the booking number and email for further investigation at this moment, and is not providing a response for solving the issue.
Here is the booking number:XXXXXXXX
Email: [redacted]@gmail.com
Booking Number: XXXXXXXX
Itinerary Number: XXXXXXXX
Final Business Response /* (4000, 19, 2015/05/03) */
Hello,
Thank you for your patience. With the information given, we were able to find your reservation. The notes we have for this reservation read as follows:
The Customer Called to inform us that she was not picked up by the supplier. Customer had already called the Tour Operator, who told her that they had waited at the hotel for 15 minutes and left when she didn't show. Customer said that she had been advised to go first to the North Entrance, then to the West Entrance.
We called the supplier and spoke to [redacted], who advised us that they did speak to the customer and had maintained that the customer should be at the North Entrance. At this point, the customer had missed the tour.
Customer was advised that she could take a cab to the starting point and she would still catch her flight, but the customer refused. The supplier will be charging Vitor in full for this booking. If the customer still wishes to fly, the supplier advised they have a 10:30 PM flight time available, but the customer will have to pay the rescheduling fee of $200. Customer was advised of this, and customer decided to call the Supplier again and speak to [redacted].
Prior to this Revdex.com message, we had not heard back from either the customer or the supplier concerning this reservation.
We believe the tour operator acted in good faith to provide the service the customer purchased. A car was sent to retrieve the customer as agreed, but the customer was not able to meet with the car.
Due to other scheduled flights, the supplier cannot guarantee that they can send out a second pickup for any customer who may miss the first. That is why the taxi option was offered, as with a taxi, the customer could have made their initial flight time, and been spared the fee for the changing of their flight time.
We apologize for any inconvenience, but 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
Final Consumer Response /* (4200, 21, 2015/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, the shuttle bus NEVER waited at the hotel for 15 minutes as stated in your reply. We waited for 15 minutes for the pick up, not them!!!! There were 4 of us and the street was small, so had the bus waited, we would have seen it. Also, when we called the mavericks (5 minutes after scheduled pick up time), we were told the bus already left-which we had no way to verify if they EVER showed up or not.
Secondly, when we booked the tour, the package clearly states it includes "airport pick up", and NOT"complimentary pickup", so we were under the impression that we PAY for the pick up and thus we were expecting the service. We could not believe that they asked us to take a taxi and remind us that it is 'customer's responsibility' to go to the airport since the car service is "NOT guaranteed". If this is not guaranteed, if should be clearly stated in the website-this is clearly false advertising-telling customer something that is NOT guaranteed.
Thirdly, we had to pay $200 to re-schedule the flight because we had NO choice back then. We were told the flight was non-refundable even though it was NOT our fault. We exercised our due diligence by calling the tour company the night before to confirm the tour, and waited at the place where we were told. We even called mavericks when we did not see the pick up car.
Fourth, this is the absolutely the WORST experience I've ever had with a tour company, for trying to find excuses and make everything sound like customer's fault. I'm glad that I did not have to spend too much money before I realize what kind of business you are.
Initial Business Response /* (1000, 5, 2015/07/08) */
Hello,
Thank you for your feedback. We feel there may be a mild misconception here and wish to explain what we feel may have happened. Occasionally scammers do use our site to test stolen credit card numbers. They are merely checking...
to see if the card has been deactivated. However, this is not a matter of our site being hacked.
While our site was subject to a data compromise, that compromise only affected our current customers. As this consumer did not have any previous dealings with us, it would be impossible for his credit card to have been taken via our site. We are simply the vehicle by which the scammers who stole his card number are testing his information. This would be similar to someone stealing a physical credit card, and going to a local gas station to buy a soda and see if the card works. It is not the gas station's fault the card was stolen - they were simply where the thief went to test their stolen goods.
As for the triple charge, we briefly had a system glitch that completed extra charges for our customers, and we are working on ensuring everyone who was erroneously double charged is refunded as needed.
We do see that this consumer has followed up with his credit card, which is the best possible [redacted] to have his compromise investigated. We do hope his bank is able to follow up and find the perpetrators of this consumer's credit card hack.
Thank you again for your message, and please let us know if you have any further questions or concerns.
All the Best,
[redacted] M
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 the booking number and the e-mail address you used to place your booking? Thank you in advance for your reply and we wish you Happy...
Travels.
All the Best,
[redacted].
Viator Customer Support
Initial Business Response /* (1000, 9, 2015/01/12) */
Hello,
Thank you for your message. Unfortunately, there is not enough information given here for us to find the reservation. Please have the customer provide us with either their booking number (available in the e-mail we sent to them...
immediately after booking) or the e-mail address they used to book.
Thank you in advance for your reply.
Initial Consumer Rebuttal /* (3000, 11, 2015/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The booking number is VIATORXXXXXXXX for lunch cruise [redacted] $104.28. [redacted]@aol.com.
Final Business Response /* (4000, 14, 2015/01/20) */
Hello,
Thank you for writing back. I am showing that we received a reply from the Tour Operator concerning this reservation over the weekend. Their reply reads:
_____
Dear Viator
Thank you for your email
We operated the Christmas day traditional lunch service on 3 boats carrying 400 passengers, Mr [redacted] was on the list and it went as a No Show.
We are therefore unable to offer a refund.
Apologies for the inconvenience
Kind Regards,
[redacted]
Reservations Manager
_____
Unfortunately, the Tour Operator is denying a refund as they held the seats for Mr. and Mrs. [redacted], and the tour went without issue. For that reason, we are unable to extend a refund to the [redacted]. We do include information on the Voucher as to how to contact the Tour Operator directly in case they require additional assistance or get lost en route to the tour.
We do hope this information helps. Please let us know if you have any further questions or concerns.
Initial Business Response /* (1000, 5, 2015/02/03) */
Hello,
According to our records, a full refund of reservation VIATORXXXXXXXX was processed on August 18th, 2014 at 20:34. The funds were returned to Ms. [redacted]'s credit card ending in the last four digits of 1063 in the amount of...
311.91 Australia dollars. The authorization code for this transaction is XXXXXX.
Ms. [redacted] was advised her refund request had been approved via email on August 14th, 2014. Since then, we have record of receiving a single email from her on January 23, 2015 stating she had not yet received this refund, though our Customer Support staff had yet to reply.
Our records indicate the full refund has been processed, as stated above, and as such we consider this matter resolved at this time.
Thank you for your attention.
Initial Business Response /* (1000, 8, 2015/03/10) */
Hello,
Thank you for contacting us.
Please find below a copy of the email sent by Viator on 09 February 2015
[redacted]
Dear [redacted],
Thank you for your email.
A full refund...
of USD 30.29 has now been processed to your credit card, for your Oslo City Hop-On Hop-Off Tour booking. Please note that the refund may take 3-7 business days to appear on your credit card, depending on your individual bank.
We apologize for any inconvenience caused.
We hope that we may be of service to you in the future.
Kind regards,
[redacted] R
Viator Customer Relations
http://www.viator.com
[redacted]
Kindest regards,
[redacted] M.
Viator Customer Support
Initial Business Response /* (1000, 5, 2015/05/07) */
Hello,
Thank you for your patience. I have heard back from our Customer Support team that they have written to the customer with an explanation of the Borghese Gallery tickets, and a refund for the Hop on Hop off Bus Tour.
Please...
be sure to check your e-mail for more information concerning these two reservations.
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
Initial Consumer Rebuttal /* (3000, 7, 2015/05/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have also responded direcly to the business that we were forced to rearrange our travel agenda due to AM tickets at the Borghess being sold out-the only option was afternoon. We were told by docent that there is a pattern of AFTERNOON patrons being upset for having to pay almost triple the price for entrance fee when there is no line in the afternoon after 2pm. Note our tickets were scheduled by your website specifcally late in the afternoon. It is in the interest of the comapny's local providers to maintain this service and therefore the responsiblity of tviator,com to insure that services offered are indeed beneficial to the customer before chardging triple the price which appears the local docents and customers to be a scam. Please nnote this is ESPECIALLY the tone when your representative waits for the customer and purchases the tickets in front of them at 1/3 the cost and smiles sarcastically-"no, you take this ticket and walk-!" Obviously, there was no work/preparation or difference the service provided and your representative thought it was funny that there was no line, "No problem-this it ist YOU go in."
Final Business Response /* (4000, 9, 2015/05/21) */
Dear [redacted],
Please accept our apologies for the lengthy delay in our response to your email sent 6th May.
We have reviewed the pricing for this product and can not see where we offer a cheaper pricing for the skip the line tickets for the 9:00am entrance. We have previously provided an explanation of how we purchase the tickets and why they have a premium price. As for the length of the line, we are unable to predict when there may be queues or not, however we have forwarded the feedback you have provided to our Market team for review and consideration, thus we appreciate your feedback.
As a gesture of goodwill on this occasion, we would like to extend a full refund and this refund of EUR 60.00 has now been processed 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 hope you enjoyed your time in Rome and your vacation overall and we do hope we can be of assistance to you in the future.
All the Best,
[redacted] M.
Viator Customer Support
Initial Business Response /* (1000, 5, 2014/06/25) */
Revdex.com Complaint Case# 57292391 (Ref#XX-XXXXX-XXXXXXXX-X-XXX)
In response to [redacted], please see below.
Mrs [redacted] purchased tickets from Viator for the Nassau Shore Excursion: Bahamian Beachside Cooking and Cocktail Class on...
May 14, 2014 for a tour date of June 1, 2014. At the time of booking all guests are sent a prepaid voucher ticket with the contact details for the local tour operator to reconfirm pick up details directly.
On June 9, 2014 Mrs. [redacted] contact Viator requesting a full refund with the following complaint:
We were told to arrive at 9:30 a.m. at the cruise
terminal. We were there at 9 am to make sure not
to miss the person. At 9:45, they still hadn't shown up.
The attendant at the cruise terminal help desk called the contact
number and the lady who answered the phone said that she
would try to have her driver come get us and she'd
call us back. We waited until 10:15 (even though the actual
excursion started at 10). . no phone call was returned. We
talked again to the attendant at the help desk, and he
tried calling the company phone # again. This time they didn't
answer. So, needless to say, we were never able to go
on our excursion (or book another by that point since our
boat left at 1:30). Needless to say, it was very frustrating,
and we'd like a full refund
Viator forwarded the refund request to our local supplier who responded to the complaint with the following:
The customers were not at the pickup location at the scheduled time. We did not receive contact from the customer until after 10am, when the class had already begun.
Whilst we understand the customers' disappointment, please understand that our local tour operator was holding places on their tour for the party and they have been listed as a no show for this reservation.
As Viator is being charged in full, we are unable to offer a full refund on this occasion. However, we did send an email to Mrs. [redacted] extending a 20% refund as a gesture of goodwill.
Kind regards,
[redacted] - Contact Center Manager
Looktours.com / Viator.com
X-XXX-XXX-XXXX
X-XXX-XXX-XXXX
Fax: X-XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2015/09/22) */
Hello,
Thank you for your message. We are showing the customer was successfully able to request a refund, and that it has already been processed. The customer has been e-mailed directly with details of the refund.
Please let us...
know if you have any further questions or concerns.
All the Best,
[redacted] M.
Viator Customer Support
Initial Business Response /* (1000, 5, 2015/03/05) */
Hello,
Thank you for your message. We have completed an investigation into this booking, and have issued a full refund to the customer. The refund may take 3 - 7 business days depending on the customer's bank.
Further, we are...
following up with the Tour Operator for this tour to ensure that our descriptions are accurate.
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, 2015/03/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Credit actually given to our account was $28 less than the total requested, but this is close enough for us. Thank you for your help.
Despite the issues that occurred prior to this resolution, because Viator eventually did make things right, we will again use their services in the future and are no longer inclined to share our adverse experience on this trip on other online posting sites.
We do encourage Viator to follow through as they said they would and work with this provider to update the tour description to be consistent with the actual experience provided.
Initial Business Response /* (1000, 5, 2015/06/02) */
Hello,
Thank you for your message. Our Groups Department requires additional time to set up large groups as contracts may be required. For contractual reasons, all group communications are required to be in writing.
Group requests...
are replied to within 5 - 7 business days after the request is received, anything too close to that time line may not be able to be booked through groups. Our Groups Sales department does their best to accommodate close to date and last minute requests whenever possible.
Generally speaking we're not always able to recommend making individual bookings on-line because the supplier can require different Terms and Conditions and/or rates; the party might not be able to travel together; and depending on the capacity for the tour the entire party may not be confirmed for their reservations.
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
Initial Consumer Rebuttal /* (3000, 7, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Groups did have that additional time. We submitted the request 15 days out and we received no response on the matter. Then when we tried to call we could not be put through to the department. After speaking with a Supervisor, they advised that our request was null and void because no one in the groups department had worked on it and it was too late by this point. I find this very unacceptable and this message does not meet my satisfactory. You have quoted me policy that was not followed by that department, only proving my statement and confirming that no action has taken. I did not ask for a policy quote, I asked for the policy to be followed and that the groups team accept phone calls for when requests fall through the cracks as it did in our case.
Final Business Response /* (4000, 9, 2015/06/05) */
Hello,
Thank you for writing back. We apologize for the confusion. Though groups is often able to reply within 5 - 7 business days, they will most often need up to 30 days from quote to confirmation.
We are showing that the first request for this Groups Booking came in on 5/19, and the follow up came in on 5/21 for a requested group tour on 5/30.
We are also showing that this request came in through a [redacted], who has sent in over a dozen requests to our Groups Department - and this is the first request we have not successfully been able to fill in one manner or another.
For the reasons listed above, while again we do apologize that we were unable to meet your request for a tour on this occasion, we will not be changing our policies when it comes to Group requests.
Thank you again for your message, and we wish you Happy Travels.
All the Best,
[redacted] M.
Viator Customer Support
Initial Business Response /* (1000, 10, 2015/04/22) */
Received response via email:
Thank you for the information concerning Mr. [redacted]'s reservation. We are sorry to hear that Mr. [redacted] did not enjoy his trip in [redacted] As a gesture of good will, we are extending a full refund to the amount...
of USD 34.05. The refund may take up to 3 -7 business days to be credited to his card, depending on his bank. He should have already received an e-mail concerning this refund as well.
Additionally, we are going to send over his complaint to the manager in charge of this product as well, for their review and consideration.
We do hope this information helps. Please let us know if you have any further questions or concerns about this reservation.
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!!
Initial Business Response /* (1000, 6, 2014/04/03) */
Revdex.com CASE#: XXXXXXXX
In response to Mr. [redacted]'s complaint, please see below.
Mr. [redacted] Purchased tickets for the Skip the Line: [redacted] Uffizi Gallery Tickets on March 1st 2014 for admission on March 21, 2014.
Upon...
completion of an online reservation all customers are sent a prepaid voucher with specific information including a phone number for reconfirmation and meeting instructions.
The prepaid voucher that was sent to the [redacted] party advised the following:
Time:
4:30pm (all year)
Location:
Uffizi Gallery, central [redacted]
Uffizi Gallery, Piazzale degli Uffizi, 6, XXXXX, [redacted], [redacted]
Please meet the representative who will provide you the reserved ticket at the entrance gate DOOR 1. This area is reserved for pre-booked groups. Your assistant will wait for you with a "Caf Tour & Travel" yellow sign at the gate door.
Tour Option Description:
Enter the museum at 4:30pm
Voucher Information:
You can present either a paper or an electronic voucher for this activity.
Important:
Your local contact is CAF Tour and Travel on +XX XXX XXX XXX.
Please be ready at least 15 minutes prior to departure time.
Comfortable walking shoes are recommended
Mr. [redacted] contacted Viator on Monday, March 24th requesting a refund as they were unable to enter the museum because the greeter was no longer at the meeting location. Mr. [redacted] was advised at that time to submit a refund request in writing and we would investigate and follow up with his party once this was complete.
Mr. [redacted] advised in his written refund request "We arrived at our departure point at approximately X:XX-X:XX pm." This is the reason his party did not receive the tickets purchased as the voucher clearly states. Please be ready at least 15 minutes prior to departure time. The [redacted] party was considered a no show because they failed to meet the greeter prior to their admission time as instructed on their voucher.
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. Viator strives to provide memorable experiences for our guest and regret that Mr. [redacted] was unable to participate in his scheduled activity because the party arrived at the meeting location late. As a gesture of good will we have issued a full refund for this booking.
Initial Consumer Rebuttal /* (2000, 9, 2014/04/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If the item purchased was part of a "group", such information should have been disclosed at the time of the purchase. The item's description is "tickets", not "group". The voucher does not state that if we don't show up 15 minutes prior to the "time", our voucher would become void, nor does it say that early arrival is MANDATORY, as proved during a previous purchase through Viator. We had a tour purchased through Viator earlier that day where we waited an extra 10 minutes for the remainder of our party to show up. They were not rudely turned away for failing to heed the REQUEST to show up early. Viator finally refunded my money, but only after I filed a complaint and opened dialogue on multiple websites about their business practices. Viator can hide behind their "Terms and Conditions", but they need to realize that the product they are attempting to sell is vague at best, and the representatives they employ do not meet common customer service standards. I will never use Viator again.
Initial Business Response /* (1000, 5, 2014/07/17) */
In response to Mr [redacted], please see below.
Mr [redacted] purchased tickets from Viator for KÀTM by Cirque du Soleil(r) at the MGM Grand Hotel and Casino on July 10, 2014 to attend the performance on Tuesday August 05,...
2014. At the time of booking our website stated "Due to high demand, confirmation will be received within 10 business days of booking, subject to availability."
Mr [redacted] contacted Viator several times requiting confirmation and was advised each time per the website, "confirmation will be received within 10 business days." We also sent the following email to Mr [redacted] on July 15th
Email address: [redacted]@gmail.com
From address: [redacted]@viator.com
Email subject: Pending - Viator Booking - KÀTM by Cirque du Soleil(r) at the MGM Grand Hotel and Casino
Email body:
Dear [redacted],
Thank you for your KÀTM by Cirque du Soleil(r) at the MGM Grand Hotel and Casino booking request, through Viator.
As per our conversation, and per the information on the Viator.com website, due to high demand it may take up to 10 business days to receive your voucher, subject to availability. Once the booking is submitted all sales are final, non-changeable, non-transferable and incur 100% cancellation penalties.
Please be assured that we are doing everything possible to gain confirmation of your booking as soon as possible and that you will receive your confirmation voucher prior to your show date.
We apologize for the inconvenience and hope you enjoy your show.
On Thursday July 17th (within the 7-10 business days) the booking was confirmed and the voucher was sent to Mr. [redacted]
Viator has revaluated the confirmation process for Cirque du Soleil(r) as of July 17th this product will now be confirmed instantly.
Kind regards,
[redacted] - Contact Center Manager
Looktours.com / Viator.com
X-XXX-XXX-XXXX
X-XXX-XXX-XXXX
Fax: X-XXX-XXX-XXXX
Very disappointed! I booked the Alcatraz and San Francisco City Tour. Their website said the package was available. Wjen I completed the transaction it said that a confirmation would be made within 48 hours. I made the bookiing on July 3, 2015. Since I did not hear from them at all, I called on July 7, just to find out that the tickets to Alcatraz were not available. All the supervisor was able to say when I called was "i can reject your booking since the tickets are not available". When were they going to let me know this?? Now I am without tickets or without being able to go to Alcatraz on my stay in San Francisco. I have two children that are totaly disapppointed! I will never book anaother tour with this Viator, Inc.
Initial Business Response /* (1000, 5, 2014/10/20) */
Hello,
Thank you for your message concerning this reservation. In our previous correspondence dated October 16, 2014, to Mr. [redacted], we sent the following information:
The tour operator, Brush Hill Tours/Gray Line of Boston,...
allows us to sell this product with instant confirmation to our customers.
At the time your booking was made, the tour was available in our system and we had not been advised to stop selling the tour on this date.
We regret that communication issues between ourselves and the local operator have affected your visit to Boston and we understand your disappointment.
We would like to extend the opportunity for you to book with us again and experience our usual high level of service and quality touring products, at a time and destination that suits your plans. As such we have included a USD 100.00 Gift Certificate that can be redeemed at www.viator.com for any of our products.
At this time, a full refund for this reservation has been provided, as well as the Gift Certificate Valued at USD 100.00.
We do apologize for any inconvenience, however we do feel this is fair compensation for the reservation. We do hope this information helps with your investigation. Thank you again for your message.
All the Best,
[redacted] M.
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2014/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/04/09) */
Hello,
Thank you for your message. I am showing that this customer called in to request a refund, which was denied by the tour operator as the customer did not follow the reconfirmation instructions listed on their voucher.
The...
information on the voucher is as follows:
Your local contact is Chukka Caribbean Adventures on XXX XXX XXXX.
Please note: Complimentary pick-up is offered for this tour/activity (as specified on the tour / activity description page). If you require this service you must contact Chukka Caribbean Adventures at
Locally on XXX XXX XXXX
Toll free on +X XXX XXX XXXX
By email at [redacted]@chukkacaribbean.com
at least 24 Hour(s) prior to your tour/activity date to verify your pick-up time and pick-up location. If you are not arriving within the specified timeframe, please contact Chukka Caribbean Adventures prior to your travels, or immediately upon arrival at your destination.
Please be ready at least 10 minutes prior to departure time.
Unfortunately, as they did not contact the tour operator as instructed, they were not scheduled for pickup. The Tour Operator held seats for them in case they made their own way.
We apologize for any inconvenience, but we do hope this information helps. At this time we are unable to extend a refund to this customer.
All the Best,
[redacted] M.
[redacted] Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/04/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We received the following email Booking Confirmed from [redacted]. I was not aware that the email was not the actual confirmation and it is not clear in the email that you need to click on the voucher button. Thus I never saw the additional instructions until no one showed up to pick us up at the time stated in the email. As you can see from the email it states booking confirmed, has a pickup time and no other CLEAR directions. The information stated by [redacted] is on a voucher that I never saw.
Dear [redacted],
Thank you for your booking.
Your itinerary is confirmed. Please see below for information about your confirmed tour or activities!
Whether you're traveling across town or across the globe, we are proud to be part of your travel plans. We hope you have an incredible trip, and we appreciate your business.
Happy travels,
[redacted]
PS: It's easy to stay in touch with [redacted] on the road. Download our mobile apps or follow us on Facebook, Twitter or Google+.
Tour/Activity Details
Itinerary Number: IT-XXXXXXXX
1.
Canopy Tour
Booking Reference: BR-XXXXXXXXX
Lead Traveler: Mr [redacted]
Number of Travelers: 2 (2 Adults)
Travel Date: Monday April 06, 2015
Location: [redacted]
Travel Option: 1:30pm from Montego Bay
Voucher Information: Paper Voucher Required
USD $177.98
CONFIRMED
Final Business Response /* (4000, 9, 2015/04/16) */
Hello,
Thank you for writing back. We do provide multiple links and reminders to customers to print their vouchers. We are sorry to hear that the customer did not follow through with these links to receive their paperwork, however we believe we have acted in good faith.
Please note, we do remind customers on the brochure page, under the "Important Info" tab for this tour that they will need to contact the tour operator to obtain their pickup time, and that the given 1:30 departure time is the departure time for the tour.
Please see the following information below:
_______
Departure time
10:30am
1:30pm
Hotel pickups commence prior to this time, you must contact the local service provider to verify your exact pickup time.
________
1:30pm from Montego Bay
Code: MB1330
Canopy tour from Montego Bay. Tour departs at 1:30pm, hotel pickup commences 1-2 hours prior.
________
We apologize for any inconvenience, but we do hope this information helps. Please let us know if you have any further questions or concerns.
All the Best,
[redacted] M.
[redacted] Customer Support
Final Consumer Response /* (4200, 11, 2015/04/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Seeking full refund filing claim with credit card company
I bought a one day tour on Viator for $149 which they claimed to be the lowest price on the internet. I found out on the day of my tour through another tour member that one of the other members paid $130 which is lower than Viator's guaranteed lowest price on the internet. I did not get a chance to talk to the other tour member who paid $130 but brought it up with Viator who wasn't willing to help me with the price difference (no surprise there). I proceeded to post a negative review on their website. When I tried to filter by negative reviews to see if my review was posted, I wasn't able to on Viator's website. They have programmed their website so that negative reviews cannot be seen or it will be extremely difficult to view the negative reviews (which were quite a lot). try it for yourself. Try filtering out reviews by negative stars and you will find out you won't be able to and therefore won't be able to read the negative reviews. As you can see based on the number of cases and complaints with Revdex.com, Viator is not a good company to do business with and you should take your business elsewhere. It will catch up with Viator one day soon.
Initial Business Response /* (1000, 5, 2015/05/22) */
Hello,
Thank you for your message. I've been told that we will be extending a full refund for the Beach Blanket Babylon Show Tickets. Please look for an e-mail from [redacted]@viator.com with complete details of the refund.
All the...
Best,
[redacted] M.
Viator Customer Support
Initial Business Response /* (1000, 9, 2015/04/09) */
Hello,
Thank you for your message. In order to better investigate this reply we request the booking number or e-mail address of the customer to expedite us finding their reservation.
Thank you in advance for your reply....
[redacted] M.
Viator Customer Support
Initial Consumer Rebuttal /* (3000, 11, 2015/04/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The customer support is only requesting the booking number and email for further investigation at this moment, and is not providing a response for solving the issue.
Here is the booking number:XXXXXXXX
Email: [redacted]@gmail.com
Booking Number: XXXXXXXX
Itinerary Number: XXXXXXXX
Final Business Response /* (4000, 19, 2015/05/03) */
Hello,
Thank you for your patience. With the information given, we were able to find your reservation. The notes we have for this reservation read as follows:
The Customer Called to inform us that she was not picked up by the supplier. Customer had already called the Tour Operator, who told her that they had waited at the hotel for 15 minutes and left when she didn't show. Customer said that she had been advised to go first to the North Entrance, then to the West Entrance.
We called the supplier and spoke to [redacted], who advised us that they did speak to the customer and had maintained that the customer should be at the North Entrance. At this point, the customer had missed the tour.
Customer was advised that she could take a cab to the starting point and she would still catch her flight, but the customer refused. The supplier will be charging Vitor in full for this booking. If the customer still wishes to fly, the supplier advised they have a 10:30 PM flight time available, but the customer will have to pay the rescheduling fee of $200. Customer was advised of this, and customer decided to call the Supplier again and speak to [redacted].
Prior to this Revdex.com message, we had not heard back from either the customer or the supplier concerning this reservation.
We believe the tour operator acted in good faith to provide the service the customer purchased. A car was sent to retrieve the customer as agreed, but the customer was not able to meet with the car.
Due to other scheduled flights, the supplier cannot guarantee that they can send out a second pickup for any customer who may miss the first. That is why the taxi option was offered, as with a taxi, the customer could have made their initial flight time, and been spared the fee for the changing of their flight time.
We apologize for any inconvenience, but 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
Final Consumer Response /* (4200, 21, 2015/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, the shuttle bus NEVER waited at the hotel for 15 minutes as stated in your reply. We waited for 15 minutes for the pick up, not them!!!! There were 4 of us and the street was small, so had the bus waited, we would have seen it. Also, when we called the mavericks (5 minutes after scheduled pick up time), we were told the bus already left-which we had no way to verify if they EVER showed up or not.
Secondly, when we booked the tour, the package clearly states it includes "airport pick up", and NOT"complimentary pickup", so we were under the impression that we PAY for the pick up and thus we were expecting the service. We could not believe that they asked us to take a taxi and remind us that it is 'customer's responsibility' to go to the airport since the car service is "NOT guaranteed". If this is not guaranteed, if should be clearly stated in the website-this is clearly false advertising-telling customer something that is NOT guaranteed.
Thirdly, we had to pay $200 to re-schedule the flight because we had NO choice back then. We were told the flight was non-refundable even though it was NOT our fault. We exercised our due diligence by calling the tour company the night before to confirm the tour, and waited at the place where we were told. We even called mavericks when we did not see the pick up car.
Fourth, this is the absolutely the WORST experience I've ever had with a tour company, for trying to find excuses and make everything sound like customer's fault. I'm glad that I did not have to spend too much money before I realize what kind of business you are.
Initial Business Response /* (1000, 5, 2015/07/08) */
Hello,
Thank you for your feedback. We feel there may be a mild misconception here and wish to explain what we feel may have happened. Occasionally scammers do use our site to test stolen credit card numbers. They are merely checking...
to see if the card has been deactivated. However, this is not a matter of our site being hacked.
While our site was subject to a data compromise, that compromise only affected our current customers. As this consumer did not have any previous dealings with us, it would be impossible for his credit card to have been taken via our site. We are simply the vehicle by which the scammers who stole his card number are testing his information. This would be similar to someone stealing a physical credit card, and going to a local gas station to buy a soda and see if the card works. It is not the gas station's fault the card was stolen - they were simply where the thief went to test their stolen goods.
As for the triple charge, we briefly had a system glitch that completed extra charges for our customers, and we are working on ensuring everyone who was erroneously double charged is refunded as needed.
We do see that this consumer has followed up with his credit card, which is the best possible [redacted] to have his compromise investigated. We do hope his bank is able to follow up and find the perpetrators of this consumer's credit card hack.
Thank you again for your message, and please let us know if you have any further questions or concerns.
All the Best,
[redacted] M
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 the booking number and the e-mail address you used to place your booking? Thank you in advance for your reply and we wish you Happy...
Travels.
All the Best,
[redacted].
Viator Customer Support
Initial Business Response /* (1000, 9, 2015/01/12) */
Hello,
Thank you for your message. Unfortunately, there is not enough information given here for us to find the reservation. Please have the customer provide us with either their booking number (available in the e-mail we sent to them...
immediately after booking) or the e-mail address they used to book.
Thank you in advance for your reply.
Initial Consumer Rebuttal /* (3000, 11, 2015/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The booking number is VIATORXXXXXXXX for lunch cruise [redacted] $104.28. [redacted]@aol.com.
Final Business Response /* (4000, 14, 2015/01/20) */
Hello,
Thank you for writing back. I am showing that we received a reply from the Tour Operator concerning this reservation over the weekend. Their reply reads:
_____
Dear Viator
Thank you for your email
We operated the Christmas day traditional lunch service on 3 boats carrying 400 passengers, Mr [redacted] was on the list and it went as a No Show.
We are therefore unable to offer a refund.
Apologies for the inconvenience
Kind Regards,
[redacted]
Reservations Manager
_____
Unfortunately, the Tour Operator is denying a refund as they held the seats for Mr. and Mrs. [redacted], and the tour went without issue. For that reason, we are unable to extend a refund to the [redacted]. We do include information on the Voucher as to how to contact the Tour Operator directly in case they require additional assistance or get lost en route to the tour.
We do hope this information helps. Please let us know if you have any further questions or concerns.
Initial Business Response /* (1000, 5, 2015/02/03) */
Hello,
According to our records, a full refund of reservation VIATORXXXXXXXX was processed on August 18th, 2014 at 20:34. The funds were returned to Ms. [redacted]'s credit card ending in the last four digits of 1063 in the amount of...
311.91 Australia dollars. The authorization code for this transaction is XXXXXX.
Ms. [redacted] was advised her refund request had been approved via email on August 14th, 2014. Since then, we have record of receiving a single email from her on January 23, 2015 stating she had not yet received this refund, though our Customer Support staff had yet to reply.
Our records indicate the full refund has been processed, as stated above, and as such we consider this matter resolved at this time.
Thank you for your attention.
Initial Business Response /* (1000, 8, 2015/03/10) */
Hello,
Thank you for contacting us.
Please find below a copy of the email sent by Viator on 09 February 2015
[redacted]
Dear [redacted],
Thank you for your email.
A full refund...
of USD 30.29 has now been processed to your credit card, for your Oslo City Hop-On Hop-Off Tour booking. Please note that the refund may take 3-7 business days to appear on your credit card, depending on your individual bank.
We apologize for any inconvenience caused.
We hope that we may be of service to you in the future.
Kind regards,
[redacted] R
Viator Customer Relations
http://www.viator.com
[redacted]
Kindest regards,
[redacted] M.
Viator Customer Support
Initial Business Response /* (1000, 5, 2015/05/07) */
Hello,
Thank you for your patience. I have heard back from our Customer Support team that they have written to the customer with an explanation of the Borghese Gallery tickets, and a refund for the Hop on Hop off Bus Tour.
Please...
be sure to check your e-mail for more information concerning these two reservations.
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
Initial Consumer Rebuttal /* (3000, 7, 2015/05/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have also responded direcly to the business that we were forced to rearrange our travel agenda due to AM tickets at the Borghess being sold out-the only option was afternoon. We were told by docent that there is a pattern of AFTERNOON patrons being upset for having to pay almost triple the price for entrance fee when there is no line in the afternoon after 2pm. Note our tickets were scheduled by your website specifcally late in the afternoon. It is in the interest of the comapny's local providers to maintain this service and therefore the responsiblity of tviator,com to insure that services offered are indeed beneficial to the customer before chardging triple the price which appears the local docents and customers to be a scam. Please nnote this is ESPECIALLY the tone when your representative waits for the customer and purchases the tickets in front of them at 1/3 the cost and smiles sarcastically-"no, you take this ticket and walk-!" Obviously, there was no work/preparation or difference the service provided and your representative thought it was funny that there was no line, "No problem-this it ist YOU go in."
Final Business Response /* (4000, 9, 2015/05/21) */
Dear [redacted],
Please accept our apologies for the lengthy delay in our response to your email sent 6th May.
We have reviewed the pricing for this product and can not see where we offer a cheaper pricing for the skip the line tickets for the 9:00am entrance. We have previously provided an explanation of how we purchase the tickets and why they have a premium price. As for the length of the line, we are unable to predict when there may be queues or not, however we have forwarded the feedback you have provided to our Market team for review and consideration, thus we appreciate your feedback.
As a gesture of goodwill on this occasion, we would like to extend a full refund and this refund of EUR 60.00 has now been processed 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 hope you enjoyed your time in Rome and your vacation overall and we do hope we can be of assistance to you in the future.
All the Best,
[redacted] M.
Viator Customer Support
Initial Business Response /* (1000, 5, 2014/06/25) */
Revdex.com Complaint Case# 57292391 (Ref#XX-XXXXX-XXXXXXXX-X-XXX)
In response to [redacted], please see below.
Mrs [redacted] purchased tickets from Viator for the Nassau Shore Excursion: Bahamian Beachside Cooking and Cocktail Class on...
May 14, 2014 for a tour date of June 1, 2014. At the time of booking all guests are sent a prepaid voucher ticket with the contact details for the local tour operator to reconfirm pick up details directly.
On June 9, 2014 Mrs. [redacted] contact Viator requesting a full refund with the following complaint:
We were told to arrive at 9:30 a.m. at the cruise
terminal. We were there at 9 am to make sure not
to miss the person. At 9:45, they still hadn't shown up.
The attendant at the cruise terminal help desk called the contact
number and the lady who answered the phone said that she
would try to have her driver come get us and she'd
call us back. We waited until 10:15 (even though the actual
excursion started at 10). . no phone call was returned. We
talked again to the attendant at the help desk, and he
tried calling the company phone # again. This time they didn't
answer. So, needless to say, we were never able to go
on our excursion (or book another by that point since our
boat left at 1:30). Needless to say, it was very frustrating,
and we'd like a full refund
Viator forwarded the refund request to our local supplier who responded to the complaint with the following:
The customers were not at the pickup location at the scheduled time. We did not receive contact from the customer until after 10am, when the class had already begun.
Whilst we understand the customers' disappointment, please understand that our local tour operator was holding places on their tour for the party and they have been listed as a no show for this reservation.
As Viator is being charged in full, we are unable to offer a full refund on this occasion. However, we did send an email to Mrs. [redacted] extending a 20% refund as a gesture of goodwill.
Kind regards,
[redacted] - Contact Center Manager
Looktours.com / Viator.com
X-XXX-XXX-XXXX
X-XXX-XXX-XXXX
Fax: X-XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2015/09/22) */
Hello,
Thank you for your message. We are showing the customer was successfully able to request a refund, and that it has already been processed. The customer has been e-mailed directly with details of the refund.
Please let us...
know if you have any further questions or concerns.
All the Best,
[redacted] M.
Viator Customer Support
Initial Business Response /* (1000, 5, 2015/03/05) */
Hello,
Thank you for your message. We have completed an investigation into this booking, and have issued a full refund to the customer. The refund may take 3 - 7 business days depending on the customer's bank.
Further, we are...
following up with the Tour Operator for this tour to ensure that our descriptions are accurate.
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, 2015/03/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Credit actually given to our account was $28 less than the total requested, but this is close enough for us. Thank you for your help.
Despite the issues that occurred prior to this resolution, because Viator eventually did make things right, we will again use their services in the future and are no longer inclined to share our adverse experience on this trip on other online posting sites.
We do encourage Viator to follow through as they said they would and work with this provider to update the tour description to be consistent with the actual experience provided.