I purchased multiple tours for hundreds of dollars for my time in Europe this summer. Before I could go on any of the tours, I ended up in a hospital in Munich for an emergency operation and was stuck there for a week.
I was incapacitated for much of this time and without a phone. All my attempts to email customer support to cancel my tour were ignored, and I was not given cancellation or refund. When I was finally released by the hospital, the doctors made me fly immediately home for additional surgery. When I was finally capable of calling customer service, my requests for refunds were ignored.
(They said they would "get back to me.") Terrible customer service.
I've spent thousands on tours with Viator the past 5 years, but never will go through them again.
Product or Service Mentioned: Viator Tour.
Reason of review: Poor customer service.
Monetary Loss: $400.
Preferred solution: Full refund.
I didn't like: Terrible customer service.