Booked multiple tours thru Viator in Dec 2016 in Japan. One tour operator did not have Viator confirmation number and required i rebook at full price.
I spent two and half hours on the phone trying to fix the issue. I called Viator from Japan--on hold for >20 minutes calling long distance. No answer. Emailed twice--never got a response.
Customer service was non existant. Another booking--my return from hotel to airport was delayed 45 m--i called viator and their response was "this things happen".
It is a internet aggregator with little to no control of their supply chain and poor customer service. Upon returning to US there was little help when i called and reviewed issues with the compay.
Product or Service Mentioned: Viator Tour Booking.
Reason of review: Poor customer service.
Monetary Loss: $200.
Preferred solution: Let the company propose a solution.
I liked: Ease of purchase.
I didn't like: Bad service.