I had a terrible experience booking through the Viator app for our Antelope Canyon trip. We purchased four tickets for the Upper Antelope tour at $160 each, scheduled for March 15th. Unfortunately, due to a severe snowstorm in Northern Arizona, major highways (I-17 and SR 89A) were completely blocked, leaving us stranded without any road access to reach the canyon.
We immediately contacted Viator to explain the situation and requested a reschedule for March 16th. Shockingly, their customer service was not only unhelpful but also completely indifferent to our genuine predicament. They refused to accommodate a date change and flatly declined any form of refund—whether partial or full—despite the circumstances being entirely beyond our control.
In contrast, we had also booked a Lower Antelope tour through another company and when we informed them of the same situation, they promptly offered either a full refund or a rescheduled tour. This shows that fair and customer-centric policies are possible—Viator simply chooses not to follow them.
Viator’s management is unprofessional, lacks empathy, and operates with unfair business practices. Their rigid and dismissive approach to customer issues is unacceptable. I strongly advise others to avoid booking through Viator if you value reliable service and fair treatment.
If I could give zero stars, I would.
Odpowiedź od gospodarza
Mar 2025
Dear customer,
Thanks for your feedback. The tour you mentioned departed on schedule. We helped you to check if we can reschedule your tour when we received your assistance requirement on the tour date. However, as per our policy, no changes/no refund could be made as the tours on that day were not canceled and we have other guests joined the tour successfully. We have explained to you that the roads are not all closed to Antelope Canyon area. Hope for your understanding.