I run a cooking school listed on Tripadvisor as an experience. Somehow the experience needs to be managed on a platform run by a sister company Viator. Guests book on the Viator or other connected platforms snd receive a confirmation from Viator by email. But their confirmation system is not linked to their product descriptions and if I change the details of my product the changes I make are not automatically reflected in the confirmations they send to guests. Examples - continuing to send guests to the wrong location after we moved and updated all details to the new location - offering guests a free pickup service when we had withdrawn the offer more than a year previously. We found out when guests accused us of cheating. In both cases I I have requested copies of the confirmations that that they send to guests so I can validate the information. The answer comes back that the confirmations contain confidential guest info (Clearly it’s to hard to delete or mask that)It takes forever to get customer service (supplier support) with the annoying recorded nasal voice telling you that by continuing on the phonecall you agree to their terms and conditions, as if you had a choice. When you get to the Manila call centre, their staff are trained in paraphrasing your question and not letting you correct their when they are wrong in their statements. And they don’t have authority to do anything and must pass on the details of your question or complaint. But the worst bit is the convoluted corporate structure they have which means it’s never clear if TripAdvisor or Viator are responsible. One point last year they did not pay me for 6 consecutive months for my bookings because they could not correctly route a payment to a bank in Hong Kong.
