So myself and a group of friends are going to Japan in a couple of weeks and I had some reservations I made about 6 months ago, at first it wouldn’t allow me to make reservations for all of us so I reached out to customer support and surprisingly pretty sure it was a actual person! And they help me sort it out not a day later or a delayed response, I sort it out right then in their and I was really glad cause it planning is stressful! Then recently another person just bought her ticket and I had to help them also with reservation but when I check it was supposedly completely book! I was very disheartened but I verified on other sites and noticed that on other sites you can still booked, me wanting to keep everyone on the same reservation reach out to customer support and they submitted a ticket for me( I didn’t even know you can submit a amendment ticket till the person at Viator ask me if I wanted to) long story short I got to add her on our reservations and ugh I’m so glad 😭😭, the quick response and them actually being helpful is amazing which is why I’m actually leaving a review so whoever is in charge of customer service here give them a raise!

Although I love all the activities that you offer and the reasonable prize points, I have to say it’s extremely annoying to be in a foreign country and not be able to easily access to many bookings that I have made in advance of my trip and instead I have to go and dig through my email to find proof of purchase and hope to God I can get in touch with somebody at support to find out about my meeting location etc. support did tell me that I could add the booking manually to the app or the web yet no matter which browser I use and try. This does not work and there is no button that says ad booking. I have updated the app I have logged out. I have removed the app and reinstalled it in the same issue occurs. Furthermore the purchase confirmation I received in my email has a link and I click the link to add it to the app, but I always get the same “Oops” message. Thank you for adding stress to my otherwise wonderful vacation.

We use this site all the time and they are great site to use for your trips and we’ve never have had any problems until now. We pre booked an excursion for 12pm on a Wednesday which meant we needed to cancel by 12pm on Tuesday to get our refund. We had something come up on Wednesday so we weren’t going to make the 12 pm Wednesday, so I tried to change our time to 10am Wednesday, but I never got a confirmation email saying that it went through. I decided to cancel the entire tour at 11:14am on Tuesday because I didn’t want to loose out on $290. I was told I would be refund the $290 in an email but I wasn’t refunded. I called and they told me my attempt to reschedule actually went through and would have needed to cancel by 10am on Tuesday to get my refund per their policy. I asked why I didn’t get and email about the change or why the tour operator didn’t send me a message about the change in time and they said they may have been a glitch in the system. I sent them pics of my email and what the site showed as I canceled showing I would get a full refund with no cancellation fee. They still said they wouldn’t give me a refund per their policy. I think they are great site and I still trust them to book all my excursions, I just will never pay for booking since I now believe no matter what you will not get a refund if you you have to cancel. They definitely value their money over your continued business.