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Viator: FAQ & Troubleshooting

Magdalena Contiu
  • Updated

Overview

This article covers questions and issues that come up after the Viator integration is connected. For prerequisites, requirements, and the full setup process (activating the channel, mapping your ticket categories, and connecting your offers in Viator), see How to connect to Viator?

For specific configurations, see also:

 

1. Frequently Asked Questions

1.1. Which actions for a Viator booking can't I handle in Regiondo?

The following actions are not supported from Regiondo and must be handled in your Viator account:

  • Cancel a booking
  • Refund a booking
  • Change the number of travellers on a booking
  • Change the capacity of a booking

Date changes are the exception: when a booking date is changed in Viator, the updated appointment date is synchronized to Regiondo automatically after validation.

1.2. How long does it take before my availabilities start syncing?

After you save your ticket category mapping in Regiondo, Viator maps their products manually. This takes time, and your availabilities are not synchronized until Viator confirms the connection by email.

If you have not heard from Viator within three weeks, contact your Viator destination manager directly.

1.3. How can I check whether a product is already mapped?

In your Viator Supplier Management Center, open the product and go to Product connection.

  • If the reservation system connection fields are already filled in, the product is mapped.
  • If the fields are empty, the product is not connected yet. Complete the connection as described in step 3 of How to connect to Viator?

1.4. How often does Viator fetch my availability?

This depends on your individual Viator setup. In most cases, Viator fetches batch availabilities every 12 hours. To check or change your fetch frequency, contact your Viator account manager.

Note: Bookings, reservations, and cancellations are exchanged in real time. The 12-hour interval applies to batch availability fetches only.

1.5. Can I connect more than one Viator account?

No. Each Regiondo account can be connected to one Viator account only. If you have multiple Viator accounts, you need a separate Regiondo account connected to the Channel Manager for each one.

1.6. Can I keep selling the same product on my other sales channels?

Yes. Regiondo manages your availability centrally, so a product connected to Viator stays available on your other sales channels at the same time. Availability is kept in sync to help prevent overbooking.

This also applies to group tickets: the Unit setting applies to Viator only, and the same product continues to be sold as a regular product on all other sales channels.

1.7. Which customer contact details does Viator provide?

Viator provides the guest's mobile phone number, but not an email address. All Viator bookings appear in Booking Overview in your Regiondo account, and Regiondo also sends you an email each time a new Viator booking is placed.

1.8. What can I still edit in Viator once Pricing Sync is enabled?

Once Pricing Sync is active, Regiondo becomes the primary source for pricing and availability. Schedules and prices for connected products become read-only in Viator, and any manually configured data previously set up in Viator is replaced.

All future updates to dates, times, availability, and prices must be made in Regiondo, and sync to Viator shortly afterwards.

1.9. Which ticket categories can I map to?

Regiondo lets you create as many customized ticket categories as you need, but Viator supports only a fixed set of standardized tour options: Adult, Youth, Child, Infant, Senior. Depending on how your Regiondo offers are structured, mapping between the two systems can require some adjustment.

 

2. Troubleshooting

2.1. My offer isn't showing on Viator, or can't be mapped

Check that:

  • The Viator Sales Channel is activated in Regiondo and your Operator ID is populated in the channel settings.
  • The offer is selected in the Viator channel settings, and every ticket category is mapped.
  • The product exists in Viator and has been reviewed and approved — only live products can be connected.
  • The product has inventory. Products without availability cannot be mapped.
  • Accept new booking automatically is selected in Step 4. Validity of your Regiondo offer. Offers that require manual booking approval, or that are set to "no appointment needed", do not exchange availabilities.
  • A Street Address is configured in Step 5. Offer Location. This field is mandatory for the Viator integration.
  • You have received Viator's confirmation email (see FAQ 1.2).

2.2. Availabilities aren't syncing as expected

First, confirm the checks in 2.1. Then review the following offer settings, which are the most common cause of unreliable availability syncing:

  • Use Recurring appointments / dates as the validity type in Step 4 wherever possible.
  • If you use Fixed / set opening hours, make sure the offer duration in Step 3 matches the booking rate in Step 4.
  • Avoid using Sales date (Step 3).
  • Avoid using Tickets per order minimum and maximum (Step 3).
  • Do not rely on a booking cut-off time configured only in Regiondo — set it in Viator as well.

2.3. A product with several start times only syncs one time slot

If your Regiondo offer has multiple departure times, the same configuration must exist on the Viator side, and each departure time has to be mapped separately. A single mapping does not cover all start times.

2.4. My day ticket isn't syncing correctly

Day tickets require settings on both sides:

  • In Regiondo, the Day Ticket option must be enabled in Step 4. Validity.
  • The price list must contain only one time range per weekday. If a day has several ranges (for example, Monday 08:00–12:00 and 15:00–19:00), the price list cannot be mapped to Viator.
  • In Viator, the product must be configured using Opening Hours, not fixed start times.

Why: Viator sends only the booking date and does not include a selected time range in its booking requests. With multiple ranges on the same day, it is not possible to determine which one applies.

See Viator: Day Tickets for the full setup.

2.5. My group ticket shows the wrong price or capacity

Check that:

  • The total capacity and the ticket category quantity are set to 1 in Step 3 of the Regiondo offer.
  • Group Option is set to Yes in the Viator channel mapping.
  • The correct ticket category is selected under Unit.
  • max. Travellers in Regiondo matches the maximum travellers per booking configured in Viator.

See Viator: Group Tickets for the full setup.

Note: Once you have chosen a pricing type in Viator, it cannot be changed later.

2.6. Prices in Viator don't match Regiondo

With Pricing Sync enabled, Viator imports your data from Regiondo, so any mismatch usually points to the Regiondo configuration. Verify:

  • Prices for all ticket categories
  • Capacity and quantity settings for each price list and ticket category
  • Availability of each ticket category across all price lists
  • That every Regiondo ticket category is mapped to one of Viator's fixed price rates
  • That the pricing type matches in both systems — Group Option: Yes for group tours, No for per-person tickets

2.7. Viator tickets won't scan in the Regiondo app

Enable barcode redemption in your Viator account:

Products > [select your product] > Tickets > Ticket redemption > Special instructions > Barcode from reservation system = Yes

2.8. I can't change the number of travellers on an existing booking

This is expected behavior. Viator's booking amendment functionality does not support changes to passenger numbers or booking capacity. To adjust either, refund and rebook the reservation from the Viator platform.

2.9. A cancelled booking still shows as confirmed in Regiondo

If a booking is cancelled in Viator after the event date has passed, Viator processes it as a refund rather than a cancellation. The booking status in Regiondo is not updated automatically and remains unchanged.

This is uncommon. If it happens, contact Regiondo Support so the ticket or tickets can be cancelled on the Regiondo side.

 

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