I booked and paid in front, but when we reached out to the local tour company, they can’t find our booking. I contacted Viator customer service, nobody answered the phone call. I only got text messages to avoid their responsibility instead of trying to settle down the situation. So I can’t get the service I bought at right time. Until today, I didn’t get any feedback after I complained to their customer service team. I don’t even know if I can get my money back after they didn’t deliver the service on time!

It was amazing! Our guide Lori was so knowledgeable and made the tour perfect! She was more than accomadating and took all the best pictures for our group!

We purchased five tickets through Viator for “Upper Antelope Canyon Tour Tickets with Local Navajo Guide” scheduled for 1:20 PM. Our email confirmation and tickets listed the following details: • Meeting Point: Upper Antelope Canyon, Page, AZ 86040, USA • Meeting Location: Upper Antelope Canyon Navajo Tours, Highway 98, Milepost 299, Page, AZ 86040 • Tour Operator: SV Tour, 5701 Spring Mountain Rd, Las Vegas, NV 89146 We drove from Sedona specifically for this tour and arrived noon time at Highway 98, Milepost 299. We checked with the two tour operators present at that location. Neither had our reservation, names, or ticket information. We then drove further along Highway 98 and checked with three additional Upper Antelope Canyon operators, with the same result—no operator had any record of our booking. We returned again to the Milepost 299 location and showed our Viator confirmation email and ticket details, but no on-site Navajo operator could identify or honor the reservation. As a direct result of this breakdown in vendor coordination, we missed our 1:20 PM tour time even though we were there about 90minutes before. With no assistance available and having already traveled a long distance, we were forced to purchase new tickets on-site, securing the last available tour at 3:30 PM, incurring additional cost and significantly disrupting our planned itinerary. Viator’s automated notifications and confirmations worked as expected, but in reality, there was a complete failure in communication between Viator and the actual tour operators on-site. The meeting point information provided did not identify a specific operator capable of honoring the tickets. Although the tickets were marked non-refundable, this situation was not a no-show, late arrival, or customer error. We were present at the correct location at the correct time with valid tickets. The failure was entirely due to vendor-side coordination and identification issues. As such, a refund is justified, and we are still awaiting any refund communication or resolution. This experience needs correction. Viator should ensure: • Clear identification of the exact Navajo tour operator responsible for the booking • Verified reservation handoff to the on-site operator before issuing tickets • Accurate, actionable meeting instructions that can be validated on arrival Upper Antelope Canyon is extraordinary, but this booking experience caused avoidable stress, added expense, and lost time. Until vendor coordination is improved, travelers should proceed with caution. Note: attached original Viator ticket and our new tickets for record.

It’s the experience of a lifetime. The Upper Canyon will blow your mind with its beauty, history and folk stories associated with it. Keanu, our guide, it’s one of kind. Highly recommend. My husband wasn’t sold on the excursion… at the end, he thanked me for the beauty he experienced.