We booked a river boat jazz cruise in New Orleans with Viator. When we booked, the site got hung up a while then redirected us to an "uh oh, something went wrong" page so we went back and booked again.
Lo and behold, we were booked twice for the exact same dinner cruise! We IMMEDIATELY called Viator (a challenge in itself since they don't like to post a phone number anywhere) and they patched us thru to the tour company, Gray Line New Orleans, who said they'd cancel one of the vouchers and refund the money but to take both vouchers with us since we were leaving the next day. We left for vacation the next day and presented the two vouchers a few days later at the dinner cruise and explained it again. They said "no problem", crossed out one of the vouchers and processed the other.
Everything was seemingly going as promised until we got home a week later and discovered the other voucher still had not been refunded.
It's now been a MONTH and we're still being bounced back and forth between Viator and Gray Line. Total train wreck...stay away from both of them!
Product or Service Mentioned: Viator Cruise Booking.
Reason of review: Return, Exchange or Cancellation Policy.
Monetary Loss: $204.
Preferred solution: Full refund.
I liked: Ease of purchase.
I didn't like: Slow customer service.