![]() ![]() If you see an Experience Award Winner label, the award is based on average review ratings, share of bookings with a review, and number of bookings through Viator over a 12-month period. You’ll see some experiences with a “Promoted” badge, which means that the operators of those experiences have agreed to pay Viator more to have their experience highlighted. You’ll see explanations of what those sort options mean when you select them. On some pages, you can select how to sort the results we display and also use filter options to see only those search results that meet your chosen preferences. That’s why we offer many ways to help you find the right experiences for you. Viator wants to make your searches as relevant as possible. ![]() It is not necessary to have booked an experience through Viator (or Tripadvisor) to submit a review of an experience to the Tripadvisor site. Tripadvisor reviews that appear on the Viator site are subject to the same checks and moderation processes as set out above. After publication, our team checks each review reported to it as not meeting our publication criteria. All you need to do is click on the link provided in the email. In some cases, we will also send you an email asking you to validate your review before it is published. When the system detects a problem with a review, it may be automatically rejected, sent to the reviewer for validation, or manually reviewed by our team of content specialists who work 24/7 to maintain the quality of the reviews on our site. If the system detects something that contradicts our publication criteria, the review is not published. Before publication, each review goes through an automated tracking system, which collects information for each of the following criteria: who, what, how, and when. ![]() You can only submit a review or rating of an experience to Viator if you were the person who made the booking through Viator. Poor customer service, especially when the reason we couldn't make the original booking was the very reason they said they would give a refund. Long story short, our flight got cancelled at the last minute due to weather, and we still could not get our money back, or even transfer it to the next day. Viator told me they would only do a refund if the cancellation was due to weather - which it was, but they still would not provide a refund. After going back and forth with them, I learned they would not refund my original booking and would need to pay again. They said they could but I had to book it again. I contacted Viator and asked if they had availability to still take us one day later. The flight was rescheduled to the following day. We got to the airport, checked in and were waiting for our new flight time, when, 30 minutes prior to the boarding time, we were all notified that our flight was cancelled due to no available crew - due to the weather. When we woke up to get ready to go to the airport, we had a notification the flight was delayed until 12:00PM. Our flight was scheduled to leave Calgary at 8:20am, arriving in Liberia at 4:00PM. We booked this transfer from the airport to the resort rather than wait for the bus etc. Communication with the provider was very good, but the end result was disappointing to say the least. ![]()
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