13 Mar 2024
Viator cancelled our snorkeling trip to Kicker Rock in the Galapagos Islands LESS THAN 24 HOURS before departure. There was no reason given. Thus, we were unable to re-book and missed out on the highlight of our trip. We had paid on March 10, 2024 full amount, received confirmation and tickets for our trip on March 12 at 7:30 am , the same day. On March 11 at 10:34 am while we were out sightseeing we received an email letting us know the trip for the next day was cancelled. We we unable to rebook with another agency on such short notice.
My advice is to book with a reputable company, and ask in advance what their policy is if they decide to cancel at the last minute.
Viator has the right not to pay a refund if you cancel within 24 hours, yet they will not compensate you for your loss of the trip and other expenses you incur as a result, if they decide for any reason to cancel within 24 hours.
We will never use them again, and hope other people use our story as a caution before before booking with Viator.