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We recently booked a tour with Viator in Paris and when we tried to contact Viator by email on multiple occasions, they did not answer despite sending pre-printed responses that say they will reply within 12-24 hours. Their lack of response caused us to miss using part of our tour and when we complained, they gave a limited explanation and still have not responded.

I tried calling them and was told to email them again (which I told them had not worked the last time). Stay away from them as they do not care about customer service and send no personal response when they do.

Reviewer is in unhappy mood. This person stated that there is a room for improvement of customer care and customer service. Please immediately contact the author of this review to discuss poor customer service of viator customer care and associated monetary loss in the amount of $300. Viator needs to offer any options to resolve the issue according to poster's claims.

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Viator Verified Representative


Thank you for your message. We apologize for any delay you experienced in receiving a reply.

Depending on what you were seeking to do, we may require the request in writing to ensure we have proper record keeping. Generally, our refunds requests are the ones we need in writing.

To ensure any refund requests are sent to the correct ***, we recommend always including your booking number, and the words "Refund Request" in the subject line of your e-mail.

Unfortunately, there is not enough information given here for us to find your exact reservation, but we do hope it has been resolved to your satisfaction at this time.

All the Best,

Viator Social Team

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