I only had a couple days in Shanghai so decided to do a day tour. After looking at those available, I usually check Trip Advisor to see who other travelers have had good experiences with. Then I usually contact the tour operator directly to reserve.
Unfortunately, this time I booked on Trip Advisor which uses Viator.
The ad for the tour I picked indicated pick up and delivery at my hotel. I specifically insisted in my booking that they should not charge my card until after confirming my hotel pick up. The charge went through in less than 10 minutes. I then tried to contact Viator's famed 24/7 Customer Service for help. I wanted to see why they ignored my direction not to charge before confirming hotel pick up. I did not receive any sort of response until the next day. In the long run I received three emails from the Viator that obviously came from a set of canned responses and was basically told, "too bad".
I got help from locals and figured out how to use taxis. Having to get the start of the tour and back to my hotel added almost 3 hours to my day and cost me an additional $40.
I would strongly recommend that anyone reserving a tour do so directly with the tour provider so that they don't have to endure an uncaring middle man.
This reviewer shared experience about order processing issue and wants this business to read this review and look into the issue (if any). This person is overall dissatisfied with Viator. Reviewer wants customer support to reach our to him or her ASAP for further discussion of this matter.
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