We booked an event in Hawaii"I through Viator because it came up as an associate of Trip Advisor.
It turned out to be the worst experience we have ever had with a booking company.
They canceled a booking because an event was not available, then tried to book us on another trip that was much cheaper without giving us a refund. The first agent said we could not cancel because of the one day cancel policy. Viator canceled our trip and booked a trip that was much cheaper and would not give us a refund. The discussion with the agent was not friendly, not helpful, and didn't seem to know what she was doing.
A supervisor was supposed to call us within a few hours to discuss the situation. We received an email
much later and called Viator again in the morning.
No change. We didn't go on the trip.
After much pushback and frustration, the agent finally reluctantly suggested that we call the sailing company actually putting on the trip.
We contacted the company and the representative was gracious, very helpful, and apologetic for our experience with Viator.
We read a lot of reviews on different websites, and was not surprised that there were lots and lots terrible reviews about Viator which read much like ours.
We consulted with our bank and are filling a dispute.
We are writing a review to Trip Advisor about our experience as well.