Complaints

This profile includes complaints for Viator, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Viator, Inc.

  400 1st Ave Needham, MA 02494-2815

• 

  Viator, Inc.

  777 N Rainbow Blvd STE 300 Las Vegas, NV 89107

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a UTV 2-hour rental for 3 people for April 7th, 2025 at 1 pm, outside ***********. Booking #*********. I had to rent a car in order to go to this activity. When we arrived at the location, 10 minutes early, there was no one there. We finally found a man who did not know anything about the company or the rental and said there weren't any keys on site for any UTVs but he offered us a small 2-seater 4-*******, not much larger than a riding mower. Although we were touched by his kindness (we could tell he felt sorry for us), we graciously declined. I immediately called and reported the issue. After a lot of back and forth, the woman on the phone stated we would be receiving our refund within 7 days. I asked for email confirmation of the conversation and she said that wasn't possible. Today is 4.15.25 and I have not received my refund, nor any communication. I called and they acted as if they had no idea what I was talking about and even said policy said no refund could be issued because this was in the past. I am FURIOUS!!!! They have NO RECORD of my call and keep bouncing me around. I demanded a supervisor and again, they acted as if they had no idea what was going on. This is a disgrace. They have STOLEN $360 from me!!! And now they say they can't "confirm" whether the supervisors will decide to reimburse me.

  Business Response

  Date: 04/16/2025

  Viator has reviewed the case. The customer made a booking on April 1, 2025 for the 2 Hour Off Road UTV Rental in *********** for April 7, 2025.  On the travel date, the tour operator, 281 ************, cancelled the tour as they were unable to provide the service. The tour operator notified the cancellation through their booking platform, **********, which sends an automatic notification to the customer's email. The voucher for this tour also instructed the customer to call the tour operator before their tour to coordinate the meeting details. Viator will review and address the issue of the phone call to the Viator call center internally with the respective agent. As the tour was not provided, Viator has processed a full refund. The refund was not processed timely due to a system error. Viator corrected the issue and processed the refund, providing the customer with the reference identification number to follow up with the customer's bank. In view of the delay, ********************** also provided a discount for USD 25 in the form of a promotional code, should the customer wish to give us another opportunity to serve her.
  
  Kind Regards,
  Viator Customer Care
  
  

  Customer Answer

  Date: 04/17/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:04/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 4 adult and 1 child ticket for the DC cherry ******* tour on 6/5. Due to the hands off protest we were delayed getting a spot on a bus for over an hour and only made it to 3 stops on the route before we were at a standstill due to traffic from the protest. We had to get off and werent able to go to the remainder of the stops Im asking for a refund

  Business Response

  Date: 04/10/2025

  The customer has purchased 5 tickets for the Big Bus DC: Hop-On Hop-Off Sightseeing Tour & ******************* for a travel date on April 5, 2025. The total amount of the booking is USD ******. The customer reported that the experience could not be carried out in its entirety due to an ongoing protest in the city and requested a refund for the full amount paid. The supplier initially denied the refund request as the tickets have been redeemed by the customer. Based on the circumstances surrounding the customer refund request, ********************** has reopened the investigation with the tour operator. Viator will reach out to the customer once the investigation has been completed.

  
  Kind regards,
  Viator Customer Care
  

  
  

  Customer Answer

  Date: 04/10/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  I received an email from the company. They want names of the driver in which each stop they rotated employees and I didnt get anyones names. We started at ************* and after sitting in traffic and having a delay even getting on the bus we had to get off at the history museum to then walk to the *********** and remaining places there was also detours from a marathon, the protest and construction. We were even told in line waiting if we came back to ************* without getting off due to everything going on there would be a refund issued. 
  we had to get off to walk to the *********** and catch an **** to leave 

  Im not sure why its so difficult to issue a refund when we did not receive what we purchased and you are fully aware of the protests and construction detours 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 04/15/2025

  Based on the circumstances surrounding the customer refund request, ********************** has reopened the investigation with the tour operator. The tour operator has accepted a full refund on this booking and Viator has emailed the customer on April 10 to notify of the refund amount and the timeframe within which the refund will be appearing on the customer account. A refund typically takes 3 to 7 business day to appear. Viator has emailed the customer on April 15 with the Acquirer Reference Number of the refund transaction so the customer can verify the transaction with their bank. 
  
  Kind regards,
  Viator Customer Care

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked 3 tickets for the Niagara Falls Day and Evening Tour with Boat Cruise and Dinner (dinner optional). The dinner was at an additional cost, which I paid.Our tour was scheduled to begin at 1pm; however, because we were in *************, we were picked up at 3pm. The bus literally drove around the 20 minutes of ************* for 5 hours. Each stop was rushed and we had to rush to make it to the bus tour, almost missing it. It was 8:30pm by the time we made it to the buffet dinner and we were starving. As we are preparing to sit down to get our meals, the staff informed us that they were closing in 30 minutes. Have you ever tried to figure out what to eat in 30 minutes at a buffet restaurant! It was absolutely ridiculous! Some of the food options were gone by the time we went to fix our plates and as we were fixing our plates, the staff were putting things away. This complete failure to deliver the promised services significantly detracted from my 40th birthday celebration, causing considerable disappointment and frustration. This was a special occasion, and the lack of services ruined the experience I had been looking forward to for a long time.I request a full refund for the price of the tour, $559.00, due to the non-provision of the agreed-upon services. The lack of the guided tour, transportation, and especially the promised buffet dinner was a breach of contract and unacceptable. The disruption and disappointment caused on this significant occasion warrant full compensation.

  Business Response

  Date: 04/08/2025

  Following a thorough review of your case by Viator, this reservation's records indicate that a chargeback has been submitted for this transaction. Once submitted, all correspondence regarding further action or resolution are escalated to Viator's Chargeback team. The Viator's **************** team is unfortunately unable to assist with any further requests from this point. 
  
  The Chargeback team will get in contact, if they have not yet contacted, with the customer's bank or credit card provider during this process.  
  
  Should the customer have any further inquiries regarding the status of the chargeback process, they will need to reach out to the bank or credit card provider.
  
  Kind Regards,
  Viator ****************
  

  Customer Answer

  Date: 04/08/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Magdala

   

   

• Initial Complaint

  Date:04/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a tour through Viator where a tour guide was to contact me 24 hours out for confirmation. After not receiving a confirmation, I contacted the tour company through the Viator app without any response. I contacted Viator who contacted the tour company that did not respond twice. I showed up to the meeting spot and waited an hour where no one showed up. I requested a refund, I was told they would get back with me and they did not not. I have now filed a dispute with my credit card company

  Business Response

  Date: 04/08/2025

  Following a thorough review of your case by Viator, this reservation's records indicate that a chargeback has been submitted for this transaction. Once submitted, all correspondence regarding further action or resolution are escalated to Viator's Chargeback team. The Viator's **************** team is unfortunately unable to assist with any further requests from this point. 
  
  The Chargeback team will get in contact, if they have not yet contacted, with the customer's bank or credit card provider during this process.  
  
  Should the customer have any further inquiries regarding the status of the chargeback process, they will need to reach out to the bank or credit card provider.
  
  Kind Regards,
  Viator ****************
  

• Initial Complaint

  Date:04/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my frustration with the lack of resolution regarding my refund request submitted on December 3, 2024, for an excursion I booked through your platform. Despite my repeated attempts to reach out, I have not received the refund of $318.00 that I am ******* provide some context, I booked a tour with Someday Charter based on the port days and hours I provided. However, upon arriving at the meeting point, I was denied boarding. The staff informed me that due to the timing of the tours return conflicting with my embarkation time, I could not be accommodated.I promptly submitted a refund request, but as of today, I have not received any updates or the refund in question. This delay has caused considerable inconvenience and disappointment, and I would appreciate your immediate attention to resolve this matter.I kindly request that you process my refund of $318.00 as soon as possible and provide a confirmation of the refund.

  Business Response

  Date: 04/08/2025

  Following a thorough review of your case by Viator, this reservation's records indicate that a chargeback has been submitted for this transaction. Once submitted, all correspondence regarding further action or resolution are escalated to Viator's Chargeback team. The Viator's **************** team is unfortunately unable to assist with any further requests from this point. 
  
  The Chargeback team hat got in contact with the customer advising their bank or credit card provider has settled this claim in favor of the tour operator, after evaluating the customer's claim about the services. The supplier has informed that the tour operated as described on Viator's page, and as scheduled in the reservation. They also advised that the customer showed up, checked and signed in, but decided not participate.
  
  Should the customer have any further inquiries regarding the status of the chargeback process, they will need to reach out to the bank or credit card provider.
  
  Kind Regards,
  Viator ****************
  

• Initial Complaint

  Date:03/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: February 22, 2025 Amount paid: $168.48 USD My partner and I booked a guided tour of the *********************** and Generalife in *******, *****, through **************************. The tour was scheduled for March 25, 2025, at 10:00 AM. We received confirmation, a booking reference, and payment was processed by Viator.When we arrived at the ********, we were told by staff that the tour had been canceled due to a "system error" on the part of the tour provider, **********. We were offered no entry to the ******** itself and were told tickets were sold out until May. We received no advance notice from Viator and were instead offered a walk around the outside of the site as an alternative. This was extremely disappointing, as visiting the ******** was a central reason for our visit to ********Separately, we booked a Viator tour of the *************** in ********* for 5:00 PM on March 27, 2025. We booked the tour that morning (at 9:45 AM) after the Viator website showed availability for that day. However, we were informed at 3:06 PM less than two hours before the scheduled time that our booking was canceled due to unavailability.Both tours were refunded, but no additional compensation or meaningful remedy was offered. I contacted Viator multiple times and was told they bear no responsibility, as they are a third-party platform. However, Viator processed our payment, issued the confirmation, and served as our sole point of contact. We believe they have a duty to ensure booked services are delivered or replaced when possible.We are requesting compensation for the disruption and time lost during a once-in-a-lifetime trip due to Viator's failure to ensure fulfillment of their advertised and confirmed services.

  Business Response

  Date: 04/08/2025

  Following a thorough review of your case by Viator, a full refund was processed for the customer's bookings since the service was not provided. 

  Viator apologizes for any inconvenience caused by the last-minute cancellations, and appreciate your understanding in this matter. It is not a standard practice for Suppliers on Viator to cancel reservations last-minute, unless it is due to overbooking.

  *****************************************************************

  Each product on Viator is purchased under its Terms & Conditions. When a customer makes a booking, they will be purchasing a tour, ticket or other service directly from the third-party supplier. Below are relevant sections of the Viator Terms & Conditions:
  
  Section 1.1, 1.3 and 1.4 (Introduction): this sets out an introduction to Viators business, and the roles that Viator, Inc. and the operator play in any booking. 
  Section 10 (Products and Booking Reservations), which goes into more detail about Viators role as the provider of a platform through which you contract with an operator, and explicitly states that "Viator will have no liability with respect to the acts, omissions, errors, representations, warranties, breaches or negligence of any Supplier or for any personal injuries, death, property damage, or other damages or expenses resulting from your interactions with any Supplier."
  Section 18 (Our Liability), which explains in detail the extent of Viators liability in relation to any booking. 

  However, Viator would like to apologize that our service did not meet the customer's expectations on this occasion.

  Kind Regards,
  Viator Customer Care

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a tour on trip advisor through their website. The day of the tour the guide messaged me and said that my location pickup was not listed. Even though I had confirmed on the website 2 times. I messaged them back to confirm my pick up they never responded. I contacted trip advisor 3 times that day do they could help me contact the tour guide. They were unable to reach them. So I requested a refund. They denied my refund even though they knew the issue I was having. I believe the tour company was a fraudulent one, the number listed was an international number that wouldn't connect. The WhatsApp number didn't work either. I informed them of this. They didn't seem to care that they were advertising a fraudulent company.

  Business Response

  Date: 04/01/2025

  The customer has initiated a chargeback with their financial institution and Viator cannot provide assistance with issuing a refund. The customer will need to follow the chargeback process as described by their financial institution. Once a decision has been made after the investigation performed by the customer's financial institution they will reach out and advise on the outcome. As stated above the customer will have to await the decision from their financial institution.

  Customer Answer

  Date: 04/01/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Crystal

   

   I Reject, because they have denied my refund once, they need to allow the chargeback and give me my refund and I will close my complaint at that point. They are just trying to get out of refunding me

  Business Response

  Date: 04/10/2025

  The customer has initiated a chargeback with their financial institution. The chargeback will now be reviewed by their financial institution and Viator cannot provide further assistance while the chargeback is ongoing. The customer will need to follow the chargeback process as described by their financial institution. Once a decision has been made after the investigation performed by the customer's financial institution they will reach out and advise on the outcome.

   

  Kind Regards,
  Viator Customer Care

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a **************** in ************** with this company. It was for my 10th anniversary. I live in **********, ******* and we had been declared for severe weather the weekend of March 14th, so I was unable to make the trip to ******. I called them and sent an email to let them know so that I could get refunded the $80 for the charge of the cruise. They told me it would take ********************************************************************************* a confirmation email once it was processed . Never received the email so I had to call them back, on the 18th of March , and at that point the representative, or while we issued the refund to be processed . They sent a confirmation email saying that it would take 3 - 7 business days for this refund to be credited back to my account. It never takes the full timeframe for any refund that I have ever had to get refunded back to my account. So, I called them on yesterday and the representative, or whomever, repeat over and over that it takes three to seven days for refund and if it hasnt been refunded by today, to call them back. I asked to speak to a supervisor and was put on hold for over 20 minutes and was told that I would talk to a supervisor immediately. Of course that never happens only for the representative or whomever to come back to the phone and say that a supervisor was unavailable and that they would have them to call me back. I hung up in frustration and yet today there has still been no refund to my account.

  Business Response

  Date: 03/26/2025

  Viator has reviewed the case. The customer made a booking on March 11, 2025 for Dolphin &Sunset Cruises. The listed rate was USD80.00 for travel date of March 15, 2025 for 2 people.
  
  Viator received a refund request from customer on March 16, 2025 and has followed up on the request with the local tour operator. As there was no response received from the local tour operator, Viator has processed cancel/refund for this booking on March 18, 2025.
  
  Viator has found the technical error prevented the refund from processing. Therefore, Viator has corrected the issue and a total refund of USD80.00 was processed to customer's original form of payment as of March 25, 2025. Viator has sent an email to customer notifying about the refund as of March 25, 2025.
  
  Kind Regards,
  Viator Customer Care

  Customer Answer

  Date: 03/26/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am rejecting this response because they are LIARS !! It wasnt until I contacted BBB that a refund is now currently processing to be issued on my account. I accept the resolution because its my money that was due back to me, but I dont accept the lie in which they told about a transaction error being the cause as to why the refund has just now been issued when they had been lying since the 16th of March about refund being processed and made me feel like a complete idiot for knowing better. Thank you BBB for getting this issue resolved and I would like for this experience to be publicly viewed so that people will be aware of this and not do business with them . [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 04/07/2025

  Viator has done a secondary review of the case. Viator has found a technical error prevented the refund from processing initially on March 18, 2025. Therefore, Viator has corrected the issue and a total refund of USD80.00 was processed to customer's original form of payment as of March 25, 2025. Viator has sent an email to customer notifying about the refund as of March 25, 2025.
  
  Kind Regards,
  Viator *************

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have used Viator many times and this is the first time I bought tickets that were invalid. On 24 March 2025, I purchased two 2-day tickets for Sky *** Bus ***** for $133.83. On 25 March 2025, I tried to redeem my tickets. Personnel at Sky *** Bus ***** indicated they do not have a business relationship with Viator and that today's activity was sold out! I spoke with three different employees and they all said the same thing. Before my tour I tried to contact the tour operator and received no response. After being turned away, I emailed Viator's customer service and requested I be refunded $133.83. Viator responded, "Unfortunately, at this time we are unable to offer a refund. As per local tour operator: Kindly notify the customer that we have previously provided the ** code voucher to you. Should there be any issues with the ** code, please provide us with evidence so that we can investigate the matter further. Our records indicate that the voucher has already been utilized. Therefore, we regret to inform you that we must decline the refund request." Viator's local representative lied. I sent another email to customer service that explained I spoke with three different skyhop bus tokyo representatives and none of the three would accept the Viator voucher/** code. The ** code was never scanned by them. My only evidence is that I had to purchase a ticket directly from them. I also suggested that to complete a true investigation they need to speak with the personnel at skyhop bus tokyo rather than relying solely on the word of their local Viator representative.

  Business Response

  Date: 03/25/2025

  Following a thorough review of your case by Viator, a decision has been made not refund the customer, since they were provided the tickets with QR Codes to participate in the experience. After Viator's conclusion, it was received the proof (photo) of the new tickets' purchase at the site, and Viator has forwarded it to the local tour operator for further evaluation.

  At this moment the local tour operator has stated that the original tickets were redeemed in their system, and Viator can't provide the customer with a full refund until full evaluation from the local operator of the evidences.

  Viator apologizes for any inconvenience caused and appreciate the customer's patience in this matter. ********************** will update the customer with any further additions to this case. However, at this moment, no refund can be granted to this booking.
   
  Kind Regards,
  Viator Customer Care

  Customer Answer

  Date: 03/26/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:03/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have reached out to a number of individuals for assistance and have not received any responses or assistance with my situation.I purchased this trip through Mileage Plus shopping with Viator in April 2024. I confirmed with Cartera that it was booked properly back in April 2024. I was told that I would not receive my miles until 4-6 weeks after I completed this trip in November 2024. I was told that Viator stated I did not complete this trip. I am sending documented evidence that I did indeed complete this as booked. This was 12 miles per 1.00 spent. I specifically booked this tour with you to receive these miles. I paid ******** which Viator should have paid out via Cartera ****** miles. I am sending these documents to show this was completed and I should have received these miles by now. Cartera has contacted your office a number of times but still has not been paid their commission or me getting my miles. I have booked many trips through United mileage Plus/Viator and have always received my miles timely. Please investigate what is the delay for this transaction.I have about 7 more trips booked with you and hope I do not have this problem again.I have included the last correspondence with United Mileageplus/Cartera using Viator My booking summary from Viator showing completed Payment summary of $******** paid to Viator Confirmation when book in April 2024.I look forward to a solution since this is close to one year since booked with you.****** ****** Booking BR-********** April 2024 ************

  Business Response

  Date: 03/27/2025

  Viator has reviewed this booking. Viator shows that the customers transaction was done via ****** search and not through Mileage Plus shopping or ******* directly. Viator does not have any ties to any mileage rewards, which means Viator is unable to award the customers mileage points for their booking. On Viators end we see that the customer navigated away from their original cookied link that would have given them the mileage points, this ultimately caused the customer to not get credited through the original link/company. Viator is unable to assist further with the customers mileage request as this booking was not attributed to the miles account they have through United/Cartera, which is not Viator. 
  Kind Regards,
  Viator Customer Care
  
  

  Customer Answer

  Date: 03/27/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  This is not correct, I have attached the paperwork from Cartera stating I did indeed book this through their site and did complete the tour in full.  I would like to see some kind of documentation from viator that proves your response. My proof states otherwise. I went on line and read that Viator tends to deny the high value tours with United/Cartera to avoid paying commissions to Cartera who actually issues the miles to the client.   I was told by Cartera you denied my booking stating that there was no documentation that I completed the tour. I have also provided this too.  I do appreciate the quick response but any company can make up a reason to not pay out.  This is what you doing without any proof which I do have and provided it to the BBB and you. Please go back to review this. I specifically booked this $2,900 tour through you to receive my points. I found others companies that compete with you at a lower price. If this is not settled in my favor I will also be sending the documentation to the  ***************************** under fraud practiced by Viator.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 04/07/2025

  Viator has done a secondary review of the bookings details and the partner attribution details. The booking partner attribution information on this booking shows that the customers transaction was done via the ****** Search channel and not through Mileage Plus shopping or ******* directly. On Viator end we see that the customer navigated away from their original cookied link that would have given them the mileage points, this ultimately caused the customer to not get credited through the original link/company. Viator is unable to assist further with the customer mileage request as this booking was not attributed to the miles account they have through United Mileage plus or Cartera.
  
  Kind regards,
  Viator *************

  Customer Answer

  Date: 04/07/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.] I have given proof that this response is incorrect and dishonest to a viator customer. Looks like they get away with this scam a lot. My next step is the ** complaint in *************. BBB was not helpful at all 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******