We made a booking through Viator for the day tour in Venice, which is €110 per person. When the time we went to the assembly point at 9:45am, the local tour guy just told us that our names are not on their list and confirmed Viator has over-sold/ mis-sold the seats to us without sending an email to us beforehand.
We then called the Viator customer service in the UK, Frank the service agent unfortunately didn't provide much help. He kept explaining there might be mis-communication between Viator and the local travel company. In fact, the exact explanation he offered was that Viator has 3,000 things to do everyday and couldn't keep track of all the communications. We asked if similar tours are available on the same day or the following day, Frank only checked with the same operator and 5 mins later, the answer was no.
Not entirely sure why we needed to tell him to check with tours offered by other operators, but there he went and came back 10 mins later and the answer was also no. We asked to be moved to the same tour on the following day which at the time was still available on Viator but would like to make absolute sure that the spots are truly available and the same fiasco would not happen again.
And the answer is that Viator would not be able to ascertain the spots would be available unless they call and confirm (all the while they are still selling seats online).
All in all, this is an appalling experience we got from Viator and their unwillingness to claim responsibility and offer constructive alternative were infuriating.
Product or Service Mentioned: Viator Tour Booking.
Reason of review: Poor customer service.
Monetary Loss: $242.
Preferred solution: Full refund.
I didn't like: Customer care, Lack of knowledge, Communication issues, Bad service.