Viator

The viator company deceives the providers of services and excursions. After the company publishes the tour on the company's website, they demand to pay 29 euros after payment, we find out that we need to provide insurance for 3 million dollars, but this is not written anywhere or indicated on the website. money is not returned to the help center and the rules are not prescribed on their website.

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

Initial Business Response / [redacted] (1000, 5, 2014/08/07) */ Thank you for forwarding this information to ViatorWe 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 holderWe will he happy to further investigate this matter upon receipt of the requested information

Initial Business Response / [redacted] (1000, 8, 2015/03/10) */ Hello, Thank you for contacting us Please find below a copy of the email sent by Viator on February [redacted] Dear [redacted] ***, Thank you for your email A full refund of USD has now been processed to your credit card, for your Oslo City HHop-Off Tour bookingPlease note that the refund may take 3-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 / [redacted] (1000, 5, 2014/06/25) */ Revdex.com Complaint Case# (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, for a tour date of June 1, 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, Mrs [redacted] contact Viator requesting a full refund with the following complaint: We were told to arrive at 9:a.mat the cruise terminalWe were there at am to make sure not to miss the personAt 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 backWe waited until 10:(even though the actual excursion started at 10)no phone call was returnedWe talked again to the attendant at the help desk, and he tried calling the company phone # againThis time they didn't answerSo, 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 timeWe 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 occasionHowever, 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 / [redacted] (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, 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 May 2014, we received a refund request from the [redacted] party advising the party was unable to locate the guide and missed the tourWe 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:P.Mon May 3, 2014, exactly as instructed on our prepaid voucherAt 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 buildingAnother of our party made another such search about minutes laterWe also went into the library a couple of times to make sure no one was waiting for us thereWe 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 numberJust before 2:P.Mwe 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 / [redacted] (1000, 5, 2015/07/17) */ Hello, Thank you for your messagePlease note our Price Guarantee Policy states the following: Upon arrival in your destination, if you find a lower retail price offered by Viator's contracted operator for the same tour or activity, offered on the same date and priced in US, Canadian or Australian dollars, British pounds or Euros, Viator will refund the difference http://www.viator.com/about/why-book-with-viator/guaranteed-low-prices The text above can be found as the fourth bullet point of information where it says "Requesting a Refund from Viator is Easy" In this case, the price she is quoting is not available in our offered currencies, and is not operated by the same tour operatorWe use "Gray Line Rio de Janeiro" From the website the customer sent over: That the Iguazu Falls is one of the most beautiful places on Earth we already knowHowever, the spectacle provided by nature could only be better when seen from aboveSo, why not get on board a helicopter for a flight over the falls to delight your eyes Loumar Tourism Tour Operator, in a joint venture with Helisul Panoramic Flights, will take you for a flight over the Falls in its full extensionThis is the quickest way to get to see the Falls, enjoying the thrill of the flight and the unique and fantastic view of one of the seven wonders of nature The view from above is stunningThe tourist will be able to get the best shots of this show of the natureThe flight will make you aware of the sheer dimension of this masterpiece of Mother NatureA thrilling and once in a lifetime experience Loumar Tourism will get you even closer to this thrilling encounter with this gigantic work of nature Check the other panoramic flights over other tourist attractions of Foz do Iguazu we offer http://www.loumarturismo.com/panoramic-flight-in-iguassu-falls.html For these reasons, we are not able to offer a Price Match at this timePlease let us know if you have any further questions or concerns All the Best, [redacted] Viator Customer Support Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I emailed this company a few times and never received a responseWhere is the customer service? Why do I have to go to Revdex.com to get a response? Had I of heard from them in a timely matter, I could have provided a quoted price for cheaper with the same tour companyI was not allowed to do this in the hour time frame because of Viator's lack of customer service and professionalism Final Business Response / [redacted] (4000, 9, 2015/07/24) */ Hello, Thank you for writing backCurrently Grayline, our tour operator, is offering this tour From $per person USD, whereas we are offering it From $USD per person For that reason, even if we had responded earlier to this customer, no price match would have been needed as this tour is three dollars cheaper on our website than it is booking directly with the tour operator Please see the Grayline website for this tour (please note there may be some small fluctuations in price depending on the date you check these tours due to currency exchange rates): [redacted] And our http://www.viator.com/tours/Foz-do-Iguacu/Iguassu-Falls-Panoramic-Helicopter-Fli...⇄ We do hope this information helpsPlease let us know if you have any further questions or concerns All the Best, [redacted] Viator Customer Support

Initial Business Response / [redacted] (1000, 5, 2014/10/20) */ Hello, Thank you for your message concerning this reservationIn 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 plansAs such we have included a USD 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 We do apologize for any inconvenience, however we do feel this is fair compensation for the reservationWe do hope this information helps with your investigationThank you again for your message All the Best, [redacted] M Viator Customer Support Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/10/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 9, 2015/01/12) */ Hello, Thank you for your messageUnfortunately, there is not enough information given here for us to find the reservationPlease 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 / [redacted] (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] $ [redacted] @aol.com Final Business Response / [redacted] (4000, 14, 2015/01/20) */ Hello, Thank you for writing backI am showing that we received a reply from the Tour Operator concerning this reservation over the weekendTheir reply reads: _____ Dear Viator Thank you for your email We operated the Christmas day traditional lunch service on boats carrying 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 Mrand Mrs [redacted] , and the tour went without issueFor 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 helpsPlease let us know if you have any further questions or concerns

Initial Business Response / [redacted] (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 to days of the serviceThis also applies if you fail to participate on this dateTherefore 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 / [redacted] (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 suppliersThat has nothing to do with myself, If that is the case then I would like a refund for the tour that was horribleBoth 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 myselfSending me the same generic email response is not a solution to this Final Business Response / [redacted] (4000, 21, 2015/05/03) */ Hello, Thank you for your patienceAs a gesture of goodwill, we have refunded the booking for the Appleton Estate, please allow up to - 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 years, he has been to the Appleton Rum Tour over 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/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 helpsPlease let us know if you have any further questions or concerns All the Best, [redacted] M Viator Customer Support Final Consumer Response / [redacted] (2000, 23, 2015/05/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for the refundGlad this is resolved

Initial Business Response / [redacted] (1000, 9, 2015/07/23) */ Hello, Thank you for your messageI am showing that we've already refunded for the reservation XXXXXXXXOur 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 / [redacted] (2000, 11, 2015/07/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was issued the refund I requestedThank you for your assistance in the matter

Initial Business Response / [redacted] (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, to attend the performance on Tuesday August 05, At the time of booking our website stated "Due to high demand, confirmation will be received within 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 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 business days to receive your voucher, subject to availabilityOnce 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-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

I bought a one day tour on Viator for $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 $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 $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

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 hours I made the bookiing on July 3, 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 / [redacted] (1000, 5, 2015/05/22) */ Hello, Thank you for your messageI've been told that we will be extending a full refund for the Beach Blanket Babylon Show TicketsPlease 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 / [redacted] (1000, 5, 2015/05/07) */ Hello, Thank you for your patienceWe have had our Customer Service department reach out directly to the customer with an explanation of events and a refund for her tour Please let us know if you have any further questions or concerns All the Best, [redacted] M Viator Customer Support

Initial Business Response / [redacted] (1000, 5, 2015/05/07) */ Hello, Thank you for your patienceI 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 helpsIf you have any further questions or concerns, please feel free to contact us All the Best, [redacted] M Viator Customer Support Initial Consumer Rebuttal / [redacted] (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 afternoonWe 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 2pmNote our tickets were scheduled by your website specifcally late in the afternoonIt 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 scamPlease nnote this is ESPECIALLY the tone when your representative waits for the customer and purchases the tickets in front of them at 1/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 / [redacted] (4000, 9, 2015/05/21) */ Dear ***, 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 entranceWe have previously provided an explanation of how we purchase the tickets and why they have a premium priceAs 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 has now been processed to your credit cardPlease note that the refund may take 3-business days to appear on your credit card, depending on your individual bank We 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 / [redacted] (1000, 5, 2015/09/22) */ Hello, Thank you for your messageWe are showing the customer was successfully able to request a refund, and that it has already been processedThe 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

Hello [redacted] , Thank you for your messageAt 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 replyPlease be assured we are doing everything possible to gain a complete response and we apologise for the delay.We will respond to you with a full update within hours.We appreciate your understanding in this matter.Kindest regards, [redacted] *Viator Customer Relations [redacted] This message was sent on March 15, We have not yet heard back from the Tour Operator, and they are the ones who make the hotel bookingsWe were waiting for information from them before sending you any additional correspondenceWe have not rejected or refused your request, it is simply something we are looking into furtherWe keep Version Histories for our tours to know the changes that have been made, and can verify the Version of the tour itinerary that you have copied hereWe have escalated this concern to our management as the tour operator has not gotten back to us in reference to this issue, to ensure that you receive a timely and hopefully acceptable resolution to your issueWe apologize for any inconvenience but we hope this information helpsPlease let us know if you have any further questions or concernsAll the Best, [redacted] Viator Social Support

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