One thing before you write. If your question is about a tour you’ve already booked, we can’t help with it directly, because the booking sits with Viator and the operator, not with us. The section below says who to ask instead, and it’s usually faster.
A good message is short. Put the page address in the first line if it’s about a page, and say what you’d like us to do. Screenshots help when a tour card looks wrong, because the card pulls live data from Viator and can change between your visit and ours. We answer in English.
What to email us about
These are the messages we can actually act on:
- A mistake on a page. A wrong meeting point, a season that has changed, a tour that no longer runs the way we describe it. Tell us the page and what’s wrong.
- A broken link or a tour card that won’t load. Say which page and, if you can, which device and browser.
- A question about how a tour was chosen. Why one trip is on a page and another isn’t. The short answer is usually on our selection page, but we’ll explain a specific case.
- A question about how the site is paid. We earn a commission from Viator on bookings, and we’re happy to say more about how that works.
- Press, research or permission requests. Use the same address and put the subject in the first line.
We don’t give personal travel planning by email. The guides on this site are the long version of that answer, and they’re free.
Who to contact instead about a booking
Every booking made through this site is held by Viator and run by the operator named on your voucher. We never see the booking, the payment or your details, so we can’t change, cancel or refund anything.
| Your question | Contact |
|---|---|
| Refund, cancellation, a new date, a missing confirmation | Viator, through your booking in the Viator app or website |
| Running late, where to meet, what to bring | The operator, on the phone number on your voucher |
| Something went wrong during the tour | The operator on the day, then Viator if it isn’t fixed |
If you message us about a booking anyway, we’ll reply with the same pointer, and you’ll have lost up to 3 days. Our booking help page goes through cancellation, weather and departure points in full.
Reporting an error on a page
Errors matter more on a tour site than on most. A wrong wharf number sends someone to the far side of Circular Quay at 6:30am.
To report one, email hello@sydneysidetours.com with:
- The page address.
- The sentence or table row that’s wrong.
- What it should say, and where you saw that. A link to the operator’s own page or a photo of a sign is ideal.
We check it against the source and reply within 3 business days. How fixes are dated and recorded is set out on the corrections log.
Operators and partners
Run a tour that appears on this site, or one you think should? Email the same address.
We’ll fix factual details about your trip, such as a new meeting point, a changed season or a route that no longer includes a stop. Send the change and a link to where it’s published.
We don’t sell placement. A tour is on a page because it’s on Viator and passes the same review and rating rules as every other listing, and its position isn’t for sale. We also don’t publish sponsored reviews or swap links with operators.
If your tour is on Viator but missing from a page it fits, tell us which page. It may sit below the review threshold for now, and we recheck every listing each quarter.