24 Aug 2024
I would put 0 stars if it was an option. Operator was a NO SHOW. Viator was of NO HELP. Tried to be proactive, reached out to local tour operator a day prior, published number does not work. Viator has no other contact info/number, the most they offered was to keep sending the tour operator « messages » and wait for a response. Fast forward to day of, still radio silence on tour operator eventually a NO SHOW. Viator still insists on « resending messages and WAIT for response ». Viator does not provide internal data on how vendors/operators are pre screened and policy on x= # of times a vendor can cancel/no show before they drop them from the Viator website. After asking for refund, Viator continue to insist, that they will keep sending messages to tour operator and wait for response (up to 48hrs) prior to issuing refund. This review is mainly for VIATOR POOR QA of their vendors and possibly not having good KPI on their customer service performance.