West End, Bay Islands
Customer service
Exchange, Refund and Cancellation Policy
1 comment

Update by user Apr 13, 2016

I'm surprised but very pleased that Viator have offered me a full refund today. It took some time and their communications were very slow, but glad this has been resolved.

Original review posted by user Apr 07, 2016

We booked a 4 hr, private elegant catamaran snorkel tour with two dive spots in Roatan via Viator for our March 2016 Cruise.

We were driven by the local tour agent for Roatan Sun Splash Tours to the West Bay area location.

Instead of the above confirmed tour, we were presented with a small skiff/single hull boat and a tour of 1 hr 20 mins with one dive spot. The Viator website detailed an elegant private catamaran 4 hr tour with two dive spots. We ultimately refused the tour, went back to the port, and tried to salvage the rest of our day.

Viator has finally recognized the tour offer by Roatan Sun Splash Tours was not what is detailed on the Viator website and confirmed to us via email. [Viator have since amended their website removing references to the Catamaran]

We are still trying to get a full refund back while Viator addresses the issue Roatan Sun Splash Tours - which should not be our problem.

I had believed (foolishly) that dealing with a TripAdvisor company would ensure they fully vetted their local tour agents and if something does go wrong - they fix it quickly. This has not been our experience!!!!

This reviewer shared experience about poor customer service and wants this business to issue a full refund as the author lost $450. mtayler is overall dissatisfied with Viator. The most disappointing about viator tour booking at Viator was tour not what we paid for, slow customer service and not being refunded for bait and switch tour Reviewer wants customer support to reach our to him or her ASAP for further discussion of this matter.

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Thank you for your feedback. We apologize for any inconvenience this situation may have caused, but do see that you noted this as a "resolved" matter. Please do let us know if you have any additional concerns, and we look forward to being of service to you again in the future.

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