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Merchant partner support
- 39 articles
What is the scope of the support offered to travel commerce partners using the merchant API?
Last updated on March 10, 2022 at 7:05 AM
What happens when we receive an inquiry about a non-Viator product?
Last updated on March 10, 2022 at 7:15 AM
What are the Viator Partner Support operating hours?
Last updated on March 10, 2022 at 7:20 AM
What are the response times for Viator's partner support?
Last updated on March 18, 2022 at 12:12 AM
How do we answer questions from our customers about Viator's products?
Last updated on March 10, 2022 at 7:32 AM
How do we contact Viator Partner Support for general queries?
Last updated on September 28, 2023 at 3:23 PM
How should we handle booking cancellations?
Last updated on March 11, 2022 at 2:23 AM
Is it possible to have a booking amended?
Last updated on March 11, 2022 at 12:50 AM
How do we amend the name or travel date of a customer's booking?
Last updated on March 11, 2022 at 2:52 AM
How do we amend the product or product options of a booking?
Last updated on March 11, 2022 at 3:56 AM
What should we do if the product supplier needs to amend a booking?
Last updated on March 11, 2022 at 4:09 AM
What should we do if we don't receive a response to a technical query for more than 24 hours?
Last updated on March 11, 2022 at 5:24 AM
How should we advise a customer who is unable to print their voucher?
Last updated on March 11, 2022 at 6:01 AM
What should we do if a customer can't access the voucher link?
Last updated on March 11, 2022 at 6:04 AM
Will the supplier's contact details be provided to the customer?
Last updated on March 11, 2022 at 6:07 AM
Whose responsibility is it to make sure the customer fulfils any health, passport, or visa requirements for their tour?
Last updated on March 11, 2022 at 6:10 AM
Does Viator provide information like maps or directions to assist the customer?
Last updated on March 15, 2022 at 12:58 AM
How do we determine which hotels a tour operator will pickup from?
Last updated on March 15, 2022 at 1:54 AM
How do we find out on which days a product operates?
Last updated on March 15, 2022 at 2:35 AM
How do we find out whether a product has different start time options?
Last updated on March 15, 2022 at 2:55 AM
If a customer is not staying in a hotel, can they be picked up from a private residence?
Last updated on March 15, 2022 at 4:40 AM
Will customers be dropped-off to their hotel or another location of their choice after the tour has finished?
Last updated on March 15, 2022 at 3:37 AM
How do we find the meeting point for the tour?
Last updated on March 15, 2022 at 3:41 AM
Will there be parking available near the departure point?
Last updated on March 15, 2022 at 4:15 AM
What time does the tour or activity depart?
Last updated on March 15, 2022 at 4:56 AM
What languages does this tour operate in?
Last updated on March 15, 2022 at 5:13 AM
Does this product include airport pickup?
Last updated on March 15, 2022 at 5:21 AM
Can each customer choose a different product option within the same booking?
Last updated on March 15, 2022 at 5:42 AM
Can our customers have tickets sent to them?
Last updated on March 15, 2022 at 5:53 AM
What happens if the customer fails to attend the tour?
Last updated on March 15, 2022 at 6:21 AM
Will the customer require photo identification to participate in the experience?
Last updated on March 17, 2022 at 12:51 AM
Will all the travelers in a group booking require photo identification?
Last updated on March 17, 2022 at 1:36 AM
What should we do if a customer has booked a product under a different name to that on their photo identification?
Last updated on March 17, 2022 at 2:12 AM
How do customers find out where to exchange their voucher?
Last updated on March 17, 2022 at 2:52 AM
How can customers get directions to the meeting point?
Last updated on March 17, 2022 at 2:58 AM
What happens if bad weather prevents the tour or activity from going ahead?
Last updated on March 17, 2022 at 3:32 AM
What happens if a customer discovers that their booked experience is not operating due to unforseen circumstances?
Last updated on March 17, 2022 at 3:57 AM
What should we do if a customer needs to change the names of the passengers in their booking?
Last updated on March 17, 2022 at 4:12 AM
What should a customer do if they will not arrive in time to reconfirm their booking 24 hours in advance of the start time?
Last updated on March 17, 2022 at 5:00 AM