Viator
Complaint 151346 Details

  • Date Occurred: 08/21/2014
  • Reported Damages: $297.10

The complaint is against an online dating profile

The complaint is a listing fraud posted on public forums or sites against an anonymous entity

The complaint is mobile text spam or smishing related against an anonymous entity

The company or person contact no longer exists

International boundaries

I made reservations for a tour for Vatican museums on the same day I was planing to attend. After several attempts to book on-line and several attempts to call a representative from Viator, my reservation went through. I received confirmation e-mail stating:

Important Notices
You have a pending reservation for the tour or activity listed above. You will receive notification of your reservation by email within 12 hours, subject to availability. Alternatively, you can log into your account to check the status of your booking:

If I am booking for an event on the same day, it makes no sense to wait up to 12 hours to receive tickets. I made my own arrangements and requested a refund. Viator representative will not grant refund.

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Comments

  • ViatorLoryanna
  • ViatorLoryanna SBID #435fce3202
  • Posted 08/28/2014
  • Hello Jleadea,

    I work for Viator, my name is Loryanna Michalek - you can reach my department via the e-mail [email protected]. Without seeing your booking, I can only speak to what I know of your reservation based on what you said.

    Unfortunately, for high profile locations (The Vatican, Moulin Rouge, etc) we do need to make sure the Tour Operator has received and can confirm the booking before we send you a voucher. We would hate for you to take the time to turn up for a tour when we were not able to confirm you. Generally, this process is quick, but we ask for up to 12 hours to hear back from them.

    Many of the high profile locations are confirmed on a "First Come, First Served" process - and they do get bookings from multiple sources. Even if they have availability when we send the booking, we always need to make sure the availability is true - especially for last minute reservations.

    Once we have sent a booking to a supplier to be confirmed (which generally happens immediately) our bookings are subject to the Terms and Conditions we list on our website.

    http://www.viator.com/terms-and-conditions

    These terms state that within 2 days of the travel date we're no longer able to refund the tour. As you were doing a same day booking, the tour would be considered nonrefundable at the time of booking. (There are some exceptions - however, most of our exceptions actually have more stringent refund policies, depending on the requirements of the tour.)

    I know you mentioned that you spoke to an agent - but I'm not sure if you booked with that agent. If you do book with an agent, they are required to tell you where you fall in the refund time frame if you should decide to cancel. We do also ask you to confirm that you have read our terms before you place a booking on our website.

    I am sorry for any inconvenience, but I do hope this information helps. If you should have any further questions, please feel free to write to the e-mail above.

    All the Best,
    Lory
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Business Profile Summary

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Company Statistics

  • Complaint Against Viator
  • Complaints Filed: 3
  • Reported Damages: $591.29
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