Update by user Sep 27, 2017
They issued a full refund within 24 hours after I posted on Pissed Consumer.
Original review posted by user Sep 26, 2017
I booked a full day tour months in advance. The tour was to pick up at my hotel.
My hotel information was listed when I booked it. 2 days prior to tour the company sent a reminder. Day of tour..no show. I spent hours trying to contact local tour company.
Once I returned to the United States I sent a note to Viator requesting a refund due to the no show. Received a return email saying they would look into it. A week later I have heard nothing more. I have emailed back.
I have called on the phone. Viator continues to give me the run around. I get told they will send me a note within 24-48 hours and then I receive nothing. I call and ask to have my case escalated to managers and get left on hold for 10-15 min at a time.
HORRIBLE customer service.
I am literally calling EVERY DAY to try to recoup my $$$. AWFUL AWFUL.
Product or Service Mentioned: Viator Tour.
Reason of review: Poor customer service.
Monetary Loss: $32474.
Preferred solution: Full refund.
I didn't like: No follow up or responsibility for no show.