This lines up way too well with what I’ve experienced and heard from others.
When everything goes smoothly, Viator feels convenient. But the second a guide no-shows or there’s a real issue, support suddenly turns into scripted replies and nothing actually gets fixed in the moment. The fact they couldn’t even cancel a no-show tour is insane. That’s literally the most basic thing they should be able to handle.
Also frustrating that this isn’t even your first time. Panama today, Costa Rica before, same pattern. At some point it stops feeling like bad luck and starts feeling like the platform just doesn’t have strong oversight of operators.
It says a lot that a random hotel concierge can solve the problem faster than the company that took your money.
I’m at the point where I only use these marketplaces if I’m okay with it potentially falling apart and having to scramble locally.
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