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Customer service
Exchange, Refund and Cancellation Policy
Product or Service Quality
1 comment

I made a booking on the 24th May. The company hosting the tour contacted me today on the 8th June to tell me it was unavailable.

When I questioned them as to why I was only contacted now their reply was that there was availability when I booked but Viator only sent them the booking yesterday. Viator emailed me after I booked it to say it was confirmed. I travel overseas numerous times a year and have never experienced such poor service for a booking.

I thought I would try Viator for bookings - I won't make that mistake again. It is now also too late for me to make alternate plans as I planned around this...

Product or Service Mentioned: Viator Tour Booking.

Reason of review: Order processing issue.

Preferred solution: Let the company propose a solution.

I didn't like: Terrible customer service.

Company wrote 1 public responses to the review from Jun 08, 2016.
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ViatorSocialTeam
#1174680
Viator Verified Representative

Hello,

Thank you for your feedback.

When a booking is placed, our system sends the supplier of your tour a message asking them to confirm.

Unfortunately, it seems that this supplier did not view this message in a timely manner.

Thank you again for your feedback, and we apologize for any inconvenience caused.

All the Best, Viator Social Team

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