Our experience with Viator in Paris was terrible. The response from Viator was terrible. And Tripadvisor (which we had heard was linked with Viator some way) removed a posted review of the Viator experience. Reviewing the below may be helpful to you.
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Alisha:
Your most recent email to Gloria continues to show the poorest level of customer service that I have seen in the tourism industry.
I will add your comments to the post that I previously made to TripAdvisor and I will post all of the comments on the Rick Steves Travel Forum.
We made arrangements through Viator - not Discover. Viator chose Discover. I am sure that Viator makes money using its agent or subcontractor in providing services or (in our case) failing to provide services. If Viator wants Discover to pay to resolve this matter, that is between Viator and Discover. I will continue to post unsatisfactory posts on every available travel forum and plan on filing a small claims action in Volusia County, Florida. If that is what Viator desires, then please let me know. I provided a reasonable proposal and Viator is acting as if it can merely place its head in the ground and ignore everything.
I can assure you that the Rick Steves organization would not act like Viator if its travel guide or coach operator or even a local guide failed to perform. Likewise, I doubt that Viking would scoff at a disappointed customer as Viator has done in this case.
Please be governed accordingly.
Lonnie G
Viator:
The following are the actions that I will take if you do not accept my reasonable offer.
I have posted this post on TripAdvisor. I will post on every travel forum that I can. And, I will file a small claims action in Volusia County, Florida seeking damages for breach of contract.
Please be governed accordingly.
Lonnie G
Viator Let Us Down - Terrible Response to a Major Disappointment for 7 People
Viator totally failed us! We booked an Eiffel Tower MONTHS BEFORE our Rick Steves tour that involved a few days in Paris. On the day of scheduled tour (AFTER calling Viator to verify that the location to meet and the time were still correct) and AFTER receiving email verification that our payment had been finalized, etc., the 7 of us in our family group, my wife and I, 3 daughters and 2 grandchildren walked through the Paris heat to our schedule place of meeting. We waited and waited. We double checked our location with the police who were in the area and local municipal workers. After a half an hour of waiting in the heat, I called Viator who responded that they would call the local guide and email me the results. That NEVER came. After waiting 15 more minutes, I called Viator again, and was advise that the tour would now be cancelled and that our payment would be refunded. I told them that that was not enough compensation for what Viator had done to us. They said that they would forward the matter up the organization. I later received an email that we would receive 10% off our next Viator tour if booked before the end of the year. I proposed an alternative of 3 free tours of our choice in Quebec City if used within 18 months and that was rejected. My proposal was reasonable. Viator's was classless and without care or concern for their clients. I am totally disappointed and cannot recommend