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:11/23/2025

  Type:Billing 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.

  Hello, I am a tour guide based in *****, registered on the **** platform Viator. After one year of cooperation, they suspended my account for reasons they refused to disclose and informed me that the revenue earned from completed tours for corporate clients would be retained under their control, refusing to transfer it to my bank account as agreed. While I have questions about the account suspension, I no longer contest it. However, my wages are legitimate earnings for which I have invested both labor and financial costs. I cannot accept a **** company seizing my hard-earned income in this manner. Moreover, I have been unable to establish meaningful contact with themI have no access to a direct phone number or any appeals departmentwhich is why I am turning to you for assistance. I am now submitting my personal information and chat records as follows (since they suspended my account first and only notified me days later that I would not receive my wages, it has been difficult for me to log in and gather further evidence. Nevertheless, I firmly believe that in labor disputes or economic conflicts with such a significant power imbalance, the burden of proof should lie with Viator). Thank you once again for your help.

  Business Response

  Date: 11/24/2025

  Viator has reviewed the case. The matter refers to one of our tour operators. The tour operator has been in contact with Viator's Supplier Support Team, and Viator's team has advised the tour operator that payment will be made per the standard supplier agreement. The tour operator has also been provided with the next steps regarding their account.
  Kind regards,
  Viator *************

• Initial Complaint

  Date:11/16/2025

  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 reserved a tour in *********** thorugh ************************** in november 15th and the guide told me that the reservartion was late and I needed to cancel. I didnt cancela due to I would not have a refund according to plataform. I sent an email to Viator but I didn't receive a response. My reservartion number is **********

  Business Response

  Date: 11/21/2025

  Viator has reviewed the case. On November 15, the customer placed a booking for a Best of Luxor in One Day: Private Tour of Ancient Temples & Tombs for 2 adults to to take place on the next day, November 16. The total price of the booking is EUR *****.
  
  The customer reached out to ********************** **************** on the travel date to request a refund as the operator of the experience instructed them to cancel their booking. Viator contacted the local tour operator in order to confirm the booking was to be cancelled and refunded, as the customer advised the private tour did not occur on this day. Viator notified the customer that a response regarding their refund request would be provided within 48h. 
  
  The operator confirmed the cancellation of the booking and a full refund of EUR ***** was processed on November 17. The customer has been notified via email.
  
  Kind regards,
  Viator *************

• Initial Complaint

  Date:11/13/2025

  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.

  Purchased an excursion to Cliffs of Moher (90min), a lunch stop at ****** (45min), ********** (20min) and ****** (80min) via Tripadvisor for Wed, Oct 29, 2025 costing $**3.40 USD. (#1) The bus broke down en route to Cliffs of ***** leaving us stranded on the side of a busy two lane road (#2) without bathrooms for close to an hour. The driver was heard talking to the tour operator informing them that (#3) the engine had overheated again and he had poured all of the coolant they gave him into the radiator. We were picked up by another tour company bus that (#4) had people's belongings on the seats that we had to move l(#5) leaving our driver/tour guide behind. Additionally (#6) the bus was undersized so people had to stand in the isles for the remaining 30+min of the trip. Again, no bathroom on the bus. We were unceremoniously (#7) dropped off at *************** without instruction. I messaged the tour operator asking, "...Dropped off with no direction. Do we wait for tickets? Are we to be met by an operator?". After the allowed 90min had passed we returned to the drop off location and (#8) waited 48min to be picked up. **8min after my message I heard from the tour operator saying we were to be picked up. We boarded another tour operator's bus who (#9) skipped our lunch stop and (#**) excursion to ****** as well as (#**) our excursion to The Burren. Was again, unceremoniously dropped off, this time in ****** and told to be back at the drop off location in 47min (#**) making us choose between seeing ****** or eating. We chose eating and didn't see ******* (#**) We arrived at the drop off point on time and there was no bus. Messaged the tour operator and they never responded. (#**) After waiting for close to 30min another passenger called them and discovered that they changed the pick up location without informing anyone. (#**) Three blocks away. Buses with issues should not be in service. All ** issues were caused by lack of planning and/or lack of communication.

  Business Response

  Date: 11/20/2025

  Viator has reviewed the case. On August 23, 2025, the customer placed a booking for a Cliffs of *****, ****** and Galway Day Tour from ****** for 2 travelers to take place on October 29, 2025. The booking total was USD 143.40.
  
  After the travel date, the customer submitted a refund request to the local tour operator of the experience, Irish Day Tours. The operator denied the refund request indicating that the issues that occurred on that day were beyond their control and they were unable to offer a refund on the booking. They offered instead a voucher valid for 2 years that can be used for any of their tours, or Free City Sightseeing Dublin bus tickets so the customer can explore the city at their own pace.

  As the customer has now provided a more comprehensive report on what happened on the day, Viator will now reopen the investigation with the local tour operator of the experience. Viator has emailed the customer to inform the investigation has been reopened. 
  
  Kind regards,
  Viator Customer Care

• Initial Complaint

  Date:11/11/2025

  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.

  On September ******* I booked & paid for Eiffel Tower Lift Access with Optional Summit and Seine Cruise $294.68 Cdn for October ******* through Viator. On October 14th, I looked up tickets for information; it clearly stated Meeting point info as metro Line 8, military school. We arrived there 10 minutes before meeting time of 11:45. No one was there, so I messaged Tour guide @ 11:41 am .No response so I called Viator - 1st call - she said it was right place and if no one shows up to call & I could get a refund. She then hung up on me.2nd call - Customer *** was rude & said I was not at right place. 12:08 I finally got message from Tour guide saying there was no mention of *************** or Metro 8? Why would I go there if I didnt have that information?When I checked Viator again on that tour, there was no mention of metro number eight or military school? Im extremely disappointed that I lost out on this tour. That is one of the things I wanted to see when I was visiting ******I sent two emails to Viator after that day to get a refund. Their response to me was no refund will be granted.

  Business Response

  Date: 11/19/2025

  Viator reviewed the case. On September 25, 2025, the customer placed a booking for a Eiffel Tower Lift Access with Optional Summit and Seine Cruise experience for two adults for a total of CAD 294.68.
  
  Viator has reviewed the meeting point indications present on the customer's ********************** application, identical to the screenshot the customer has provided to support their claim. The meeting point indicated was the office Paris TRIP, which is located ****** de la Bourdonnais, ***********, ******. Additional meeting informations indicated that the closest metro station from the meeting point was "Ecole Militaire" which accommodates the metro line 8. Viator has reviewed that the meeting instructions present on the customer voucher or application were not updated after the travel date, therefore the correct information was present on the customer voucher and application on the travel date.
  
  The customer has reached out to ********************** on the travel date at the agreed meeting time as they could not see the operator at the location they were waiting. Viator has reviewed the call with the Viator **************** Agent on the day and understands there has been a confusion during the phone call regarding the meeting point from this tour. As a gesture of goodwill, Viator would like to offer a full refund on this booking. The customer has been notified via email of the refund details.
  
  Kind regards,
  Viator *************

  Customer Answer

  Date: 11/25/2025

  [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:11/11/2025

  Type:Order 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.

  Greetings from ******** writing with briefing the previous communications regarding: Case number: ******** [ ref:!00Dd00gJSL.!500Vu0YWe23:ref ] And requesting for changing the current legal name!Sea King ****** considered to be the legal name required for verification and the process was almost on last step to be completed but my partner wasnt co-operating. Therefore I started establishing the new company, Remontada tours and Safari.first reply from Trust and Safety Team I received, was requesting for verifications of ****. And I have replied to explain and resend it cannot be, but in the new reply I was told to create new account on ************************ have signed up for listing on TripAdvisor and Viator and I have completed signup and verifications required to my new account on ********************** as following:Supplier name: Remontada Tours and Safari Supplier ID: ******* Sirs, I understand this has been long and complicated case for both of us, i admitted my mistakes and went after every document to be official and legally issued and translated. I have provided documentations that were not existing before the deactivation for confirming ownership of Go ****** Egypt and I hope to not lose my years of building this trading & legal name and its reputation on ************************************* Im ready at your request (I sent on Nov 8th) and upon your request to resend again Go ****** Egypt business documents as following:Extract from the Commercial Registry (valid until 02-06-2030) English.Extract from the Commercial Registry (valid until 02-06-2030) ********************************* Policy (by Go ****** *****) (No. ***********) English, issued in favor of Viator, Inc. (Tripadvisor Experiences), valid from 21-08-2025 to 21-08-2026.Public ******************* Policy (No. ***********)Passport Copy valid until ************** ID for Go ****** Egypt Bank Certificate for accounts issued at ******** for Go ****** *****.

  Business Response

  Date: 11/18/2025

  Viator ************* has forwarded the message to Viator Supplier Support Team to follow up. 

  Kind Regards,
  Viator *************

  Customer Answer

  Date: 11/19/2025

  [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:
  
  Please note that the case is not resolved completely, its forwarding the case from department to another to take decision or to confirm previous decision which still in process - but to prove good intentions i will accept the response hopefully the case can be forwarded to the ***************** please! 
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:11/10/2025

  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.

  The excursion website, VIATOR, gave me the wrong address to meet the guide and wont refund my costs as we missed the trip.

  Business Response

  Date: 11/17/2025

  Viator has reviewed the case. On August 22, the customer placed a booking for a Gran Canaria Peaks Full-Day Tour from ********** experience to take place on November 10 for 2 adults. The booking total was USD 102.88.
  
  Viator has reviewed the booking process for this excursion and has reviewed that once the customer indicated their preferred pick up location at the time of booking, the customer was instructed to confirm the pickup point with the local provider after booking. As per the tour description present on **************************, the operator advises that they can accommodate pick up in *************** Hotels only, and that the ****************** is outside the pickup zone for this tour.
  
  As such, the local tour operator messaged the customer on September 1st, over 2 months before the excursion date, to provide the pick up point which was ******************************. The customer has acknowledged this message by replying to the operator on the same day. The local tour operator sent a reminder of the pick up point to the customer 3 days before the travel date, to which the customer also acknowledged and replied.
  
  Viator has reviewed that the customer was notified at the time of booking that the operator can only accommodate a pick up in *************** Hotels and that if they select a preferred pick up at the ******************, which is outside the pick up zone, the customer must confirm the pickup point with the local provider after booking. Viator has reviewed the local tour operator and the customer communicated several time regarding the meeting point and the meeting point was agreed between both parties prior to the travel date. The local tour operator was ready to fulfill this booking and pick up the customer at the agreed meeting location and time. They have reserved spaces for the customer for this booking and these space could not be sold again after the customer did not show up at the meeting point at the agreed time. As such, Viator is unable to offer a refund to the customer on this booking.
  
  Regards,
  Viator *************

• Initial Complaint

  Date:11/10/2025

  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.

  On October 31, 2025, I booked a nightclub crawl partybus tour through Viator for $237 which was advertised to include entry to three clubs. Unfortunately the service was not provided as described. I was part of a group of three friends. Before boarding the bus we asked the tour staff if there were any dress code requirements. Upon arriving at the first club one of my friends was denied entry because staff claimed he does not meet the dress code. We were specifically told that since it was Halloween, clubs would be okay with his outfit. After some time they finally agreed and we were even stamped for entry but then were suddenly told that we could not enter because the event organizer had to be present. I tried reaching out to the organizer but they couldnt be reached. They left us at the security entrance without assisting us. We waited at the first venue for over an hour as we had been told that the organizer would meet us there to lead us to the next location but no one ever showed up. Since we were unable to enter any of the venues or participate in the tour at all we had no choice but to book another club tour with a different company the next day at our own expense. Viator later issued only a partial refund of $61.62 on November 5, 2025 after my repeated attempts for resolution. This is unacceptable as the service was completely undelivered. We did not receive any portion of the experience that was advertised and paid for. Therefore I am requesting a full refund of m $237 that was charged for this tour. I trust that Viator will review this matter fairly and process a full refund promptly given that the service was not provided in any capacity and multiple attempts to reach customer support during the event went unanswered.

  Business Response

  Date: 11/14/2025

  Viator has reviewed the case. On October 31, the customer purchased a Sin ******************* Crawl experience for 3 adults to take place on the same day, for a total of USD 237. 

  The customer reached out to ********************** **************** on the day of the event so that Viator can reach out to the operator to locate them, and later to request a refund for this booking as they were not let into the venue. Viator forwarded the refund request to the local operator and the operator denied the request as one of the traveler was not let into the venue due to not meeting the dress code requirement. Viator forwarded the operator decision to the customer via email. 

  ********************** understands that the customer advised that the travelers who met the dress code requirement were also denied entry and the local operator was unreachable during the event. As such, Viator is proceeding to a second review of the case and has asked the customer for further details via email.

  Kind regards,

  Viator Customer Care

• Initial Complaint

  Date:11/07/2025

  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.

  Viator will not issue a refund, even though I have proof the person that was supposed to do our tour stated they could not do it at the original date and time agreed upon. We were not given 24 hours notice the change in time and we were traveling from over 12 hours away by car . In the message it states a full refund would be initiated, and they have denied it twice. I have called and submitted the message and still have been denied. I also have a screen shot where I called at 3:40 because no one was there and they did not answer our phone call. The text states they can do it at 12 which is 4 hours earlier than the original agreed upon time and they offered to do it the next day 11/1/2025 however the Maid of the Mist was not going to be operating on 11/1/2025. The last day of their season was 10/31/2025. There is no excuse for this.

  Business Response

  Date: 11/14/2025

  Viator has reviewed the case. On August 12, 2025, the customer purchased a Niagara Falls Tour with Ticket for the Iconic Maid of the Mist for 3 adults to take place on October 31, 2025, for a total of USD 171.00.
  
  The customer contacted ********************** ************* on November 1 to request a refund on this booking as the operator did not show up at the agreed meeting location and time. Viator has reached out to the local tour operator and forwarded the refund request. The local tour operator denied the request and advised other travelers joined the tour as planned from the same meeting point. Viator forwarded the local tour operator decision to the customer via email.
  
  After a further review of the case, including a review of the customer supporting documentation and a communication with the local tour operator of the experience, Viator processed a full refund on this booking and notified the customer of the refund on November 7 via email.
  
  Kind regards,
  Viator *************

  Customer Answer

  Date: 11/14/2025

  [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:11/05/2025

  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.

  On July 20th, 2025, we received a notification from Viator informing us that a chargeback had been initiated for booking BR-**********. In the automatic email from Viator, it was clearly stated that a response or resolution would be provided within 75 days.However, more than 100 days have now passed, and Viator has not contacted us or provided any update on the status of the case.We have not been informed of the chargeback outcome.We have not received any ********* transparency or explanation has been provided.We have attempted to obtain a response from Viator through their partner support channels but have not received any communication or resolution.We consider this lack of communication and transparency an unacceptable business practice toward partners. We kindly request BBBs assistance in obtaining an immediate and clear response from Viator regarding the chargeback case BR-**********, as well as the resolution or refund of the corresponding funds.

  Business Response

  Date: 11/17/2025

  Viator has reviewed the case. A customer who booked a Chichen Itza, Beautiful Cenote and Valladolid All Inclusive Tour with the operator ******************* has raised a chargeback on their transaction for their booking. 
  
  As per Viator Chargeback process, Viator has debited the chargeback amount from the supplier account in accordance with Viator supplier agreement and is unable to release any held funds to the supplier until the Chargeback case has closed. Viator informed the supplier that it can take around 75 days from the point at which Viator raise a dispute for the card issuer to make a final decision. The supplier reached out to Viator Chargeback Team as the expected 75 days timeline had passed and the Chargeback Team informed the supplier that the case was still pending a final arbitration decision from the card issuer's bank. 
  
  The Chargeback Team has recently proceeded to a further review of the case and has provided a final update regarding the chargeback case for this booking. As per the final decision of the Chargeback Team, Viator will be returning the full disputed amount to the supplier as a gesture of goodwill. 
  
  Kind regards,
  Viator *************

  Customer Answer

  Date: 11/17/2025

   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:11/05/2025

  Type:Order 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: Paid on July 12, ********* of event: October 19, 2025 Cost: $298.56 Paid on July 12, 2025.I notified the company at 6am the day of the event that I was very ill and had to cancel. They asked me to provide proof of medical consultation (attached). I did receive a partial refund of $68.70 because the Louvre was closed for the day due to a robbery. I am simply asking for a site credit due to extenuating circumstances. A refund would be wonderful but a site credit would be appreciated as I am a repeat customer. As stated above, customer service asked me to provide proof of my illness then declined any type of credit. I posted a review with the facts and the company did not post it. Screenshots attached.

  Business Response

  Date: 11/12/2025

  Following a thorough review of your case by Viator, the Local Tour Operator was ready to operate the experience as planned. 

  Viator understands that the customer found themselves unfit to participate in the experience to avoid contagious outcomes in respect of other participants.

  However, it is necessary to present the following documentation in order to request a refund due to illness: 
  
  - Hospital admittance / discharge form

  As the customer only consulted an online platform to know what to do, Viator could not evaluate the case with appropriate documentation. Should the customer have any further questions or require additional assistance, please do not hesitate to contact Viator by replying to their latest email notification.

  Kind Regards,
  Viator Customer Care