Viator

DO NOT USE VIATOR. Absolutely awful.

Use GetYourGuide for the same trip as they are much more reliable and have a decent customer service team.

I booked a day trip from Marrakech to Casablanca for my holiday. I knew my hotel was a distance from the center of Marrakech, so I called the number on this advert to find out if pickup from my hotel was at all possible- I knew I wouldn't be able to make it into the center of Marrakech for this time in the morning.

The Viator man on the phone repeatedly assured me that pickup was possible from my hotel, and I even joked with him saying I was surprised as it was so far out.

He took payment over the phone and my excursion was booked with pickup from my hotel.

The night before our excursion I still hadn't heard from anyone regarding our trip, so I messaged them and at about 9pm they replied, and they said my hotel was too far so I would have to meet them in the center of Marrakech. I politely explained that that wouldn't be possible and that I had informed someone of this issue previously before booking.

They said I could pay DOUBLE what I had already paid and be picked up from my hotel. I explained that that wasn't the arrangement and that was unfair considering I was given explicit information that I was able to be picked up from my hotel for no extra costs.

After a LOT of back and forth, messaging two different numbers and stressing on my holiday until about 11pm I finally got an email confirmation about my request for a refund.

I was woken at 7am by multiple telephone calls from my tour operator asking why I wasn't at the pickup location.

I explained the entire situation AGAIN.

I finally got confirmation that I could have HALF of my payment back (they rejected my full refund request, stating it was my fault I didn't accept their compromise offer of paying double the cost???).

I have now been messaging 3 different numbers for 3 days of my holiday just trying to get my money back for a trip I never got to take through no fault of my own. Not only did I miss out on this trip because of terrible customer service but ever since this ordeal I have received no support and everyone has been really dismissive and blaming me for this issue when I went out of my way to prevent any miscommunication.

Viator will likely provide a genetic response to this comment, but I assure you this situation isn't being sorted, and I have been told "there's nothing more than can be done". Awful, feel robbed.

I booked 2 trips with other companies, and they have been great so I recommend shopping around and not using this company. Thanks for reading

DO NOT USE VIATOR. Absolutely awful.

Use GetYourGuide for the same trip as they are much more reliable and have a decent customer service team.

I booked a day trip from Marrakech to Casablanca for my holiday. I knew my hotel was a distance from the center of Marrakech so I called the number on this advert to find out if pickup from my hotel was at all possible- I knew I wouldn't be able to make it into the center of Marrakech for this time in the morning.

The Viator man on the phone repeatedly assured me that pickup was possible from my hotel and I even joked with him saying I was surprised as it was so far out.

He took payment over the phone and my excursion was booked with pickup from my hotel.

The night before our excursion I still hadn't heard from anyone regarding our trip so I messaged them and at about 9pm they replied and they said my hotel was too far so I would have to meet them in the center of Marrakech. I politely explained that that wouldn't be possible and that I had informed someone of this issue previously before booking.

They said I could pay DOUBLE what I had already paid and be picked up from my hotel. I explained that that wasn't the arrangement and that was unfair considering I was given explicit information that I was able to be picked up from my hotel for no extra costs.

After a LOT of back and forth, messaging two different numbers and stressing on my holiday until about 11pm I finally got an email confirmation about my request for a refund.

I was woken at 7am by multiple telephone calls from my tour operator asking why I wasn't at the pickup location.

I explained the entire situation AGAIN.

I finally got confirmation that I could have HALF of my payment back (they rejected my full refund request stating it was my fault I didn't accept their compromise offer of paying double the cost???).

I have now been messaging 3 different numbers for 3 days of my holiday just trying to get my money back for a trip I never got to take through no fault of my own. Not only did I miss out on this trip because of terrible customer service but ever since this ordeal I have received no support and everyone has been really dismissive and blaming me for this issue when I went out of my way to prevent any miscommunication.

Viator will likely provide a genetic response to this comment but I assure you this situation isn't being sorted and I have been told "there's nothing more than can be done". Awful, feel robbed.

I booked 2 trips with other companies and they have been great so I recommend shopping around and not using this company. Thanks for reading

I booked a day trip from Marrakech to Casablanca for my holiday. I knew my hotel was a distance from the center of Marrakech so I called the number on this advert to find out if pickup from my hotel was at all possible- I knew I wouldn't be able to make it into the center of Marrakech for this time in the morning.

Your representative on the phone repeatedly assured me that pickup was possible from my hotel and I even joked with him saying I was surprised as it was so far out.

He took payment over the phone and my excursion was booked with pickup from my hotel.

I did not have any information on "choosing a pickup location" and if you look at my initial booking you'll see it says Taj Atlas. This was the information I was given when I made the monetary transaction.

The night before our excursion I still hadn't heard from anyone regarding our trip so I messaged them and at about 9pm they replied and they said my hotel was too far so I would have to meet them in the center of Marrakech. I politely explained that that wouldn't be possible and that I had informed someone of this issue previously before booking.

They said I could pay DOUBLE what I had already paid and be picked up from my hotel. I explained that that wasn't the arrangement and that was unfair considering I was given explicit information that I was able to be picked up from my hotel for no extra costs.

After a LOT of back and forth, messaging two different numbers and stressing on my holiday until about 11pm I finally got an email confirmation about my request for a refund.

I was woken at 7am by multiple telephone calls from my tour operator asking why I wasn't at the pickup location.

I explained the entire situation AGAIN.

I finally got confirmation that I could have HALF of my payment back (they rejected my full refund request stating it was my fault I didn't accept their compromise offer of paying double the cost???).

I messaged 3 different numbers for 3 days of my holiday just trying to get my money back for a trip I never got to take through no fault of my own. Not only did I miss out on this trip because of terrible customer service but ever since this ordeal I have received no support and everyone has been really dismissive and blaming me for this issue when I went out of my way to prevent any miscommunication.

I haven't received any kind of apology or admission that things could have been presented better let alone my money back.

I have been passed from pillar to post by your "customer service" team and I am incredibly upset and will be contacting trading standards over your false information/false advertising which is a criminal offence.

I am also taking this to my bank and encouraging everyone I know to speak out about your company.

I am happy to provide any evidence needed such as the phone recordings with the initial customer service phone line and also the WhatsApp messages from your representatives afterwards.

I booked a premium wine tour for two persons for today (7 Dec) at Santa Rita winery in Santiago and did not get what I paid for.

We were supposed to be picked up between 8.30-9.30 and werent collected until 10.30 by a local guy in a normal car and had no commentary on board.

When we got to the winery, despite booking a premium tour they wouldnt let us do this. We instead got a normal tour with no tasting of high-end vintages, no bottled water and no tour of the park and gardens (as paid for).

The tour operator in Santiago is clearly a scammer (MTO Tour Chile).

In the circumstances I expect to be reimbursed some of the cost given that the tour provided did not supply us with the agreed itinerary. I will be interested to receive a response from Viator otherwise I will make sure as many people as possible learn about the dodgy tours on offer on this site.

Viator

RE: COMPLAIN

My Fiancé (William Jeffrey Finne) and I booked a tour with Viator In Feb. 19th at Dominican Republic.

Our cruise ducked at 7:00am (Royal Caribbean Cruise), we were ready at 7:45am which we expecting our tour will be started at 8:00am (as they told us). but I had phone call from Edwin Tour (who was in charge for Viator) saying that our tour has delay and will be started at 9:00am.

We showed up at 9:00am introduced guys Jose & Fransisco they are our leader and we have city tour (Rum factory, Cigar factory and Choco factory, Umbrella Street, pink st. and church).we were waiting for our specific place that we were excited to see and they promise us, as our tour was designed to take us top of mountain with tram to see city from top for local shops and market, they gave us just city tour. When we asked them what about tram going top of mountain, the guy said; it's busy day so take a while to go top of mountain but cannot take you there.

That was our expectation to do for only one day that we were in Puerto Plata DAY. We were expecting to do that. They returned us earlier Than 3 and half hour tour to the cruise. !!!

I asked few times we want to go top of mountain but did not happen and he said next time !!!

are you kidding me ??? Is there any other time in the same place with same ...non professional tour !!! no way...

We paid $110USD but did not exceed our expectation at all...

All tourists went top of mountain except us !!! such a wasting time...

I really really disappointed from what we expect it.

I am expecting to fully refund our money as we did not getting the tour that they promised us at all. Please do not not promise to people the tour that you cannot provide it, it will be very bad reputation for Viator.

Mina Mashhour

William Jeffrey Finne

email:mina_mashhour@***.com

We had booked a tour with viator it was the most disappointing tour. We were to be 8 persons turns out 27.

I requested viator for a refund. And theyre saying the supplier refusing . Why on earth will a supplier give refund. It is responsibility of viator to help I.

This matter. Which is why viator takes commision and we go through booking through them

And not direct .

See msg from

Supplier to us he is saying also that they were wrong . So why is viator refusing to take action and give redound

Hi!

We have just had a call back from our farm. It's sadly high season now and everything takes a bit longer as we needed to wait on their feedback (like I informed you).

Obviously they have overbooked and some of their routines didn't work as usual.

Which we are reviewing with them now to try arrange a improvement for Christmas week.

We always do our best and operate 95% of our tours in-house, but for reindeers and husky we work with our family & friends that has done that for generations.

I asked you to please wait until I received all details in this case, so we could discuss this and find a solution together, and I would call you back. Now I just received all final details so we could move ahead, and would be happy to try find a solution - but it seems you have gone ahead with your choice and not wait for a solution.

Thank you,

Alex

The supplier has clearer admitted they were wrong

I ordered the w trek on line. I could pick between the available dates, the non available were obviously blocked.

I picked the one which suited me and paid. I then got an email telling me, although the date was presented, it was still pending. I immediately took contact via whatsapp with the customer care. I asked if the order was confirmed since I am traveling on a strict timing and if it would not be I had to make arrangements.

Then a co-worker responded it was cancelled. I opened my app with their order to verify the cancellation but it was still pending. I asked again via whatsapp and then another co worker told me it was pending. I told them again I needed to know since the plane tickets were getting more expensive and I had to plan my trip.

I suggested that if they wouldnt have confirmation it would be regarded canceled. Then they told me the normal waiting time is 48 hours. Today we are past this time and now they say it is whit-in 72 hours. I told them the plane tickets have doubled in price and I cant wait to plan my trip.

They dont mention during the on line ordening procedure it can take up to 72 hours to confirm. They make you believe it is available via their calendar. If I would have known it would take time to confirm I would never have booked with them since I dont have the time to wait that long. In the meanwhile I cant go anymore.

If they confirm I will lose my money and cant go on the trip. The customer service by the way was terrible. They change the case responsible all the time and I had to explain several times. I told them they canceled but still they kept on repeating it was pending and extending the time.

This was by far my most horrible experience with a booking agency. When I asked where I could send a formal complain they just send me a review link.

Completely gutted. This was a big chunk of my traveling budget what potentially has gone to waste