Viator is an Online Travel Agency (OTA) that connects your trips to millions of travelers worldwide. WaveRez connects to Viator through Viator's Supplier API, which means WaveRez acts as your connected reservation system within Viator's infrastructure. Once connected, your WaveRez availability syncs to your Viator product listings, and bookings made on Viator flow into your WaveRez orders automatically. This article walks you through the full setup process on both the WaveRez and Viator sides.
Because WaveRez connects through Viator's Supplier API rather than a direct native integration, there are specific requirements around how schedules and availability must be configured. The most critical requirement is that start times must match exactly between WaveRez and Viator for the connection to work. Pricing is not synced from WaveRez — you manage all pricing directly in your Viator supplier account.
Prerequisites
Before starting the Viator integration setup, make sure you have the following in place:
An active Viator supplier account. If you do not yet have one, visit the Viator supplier portal to create your account.
Products created on Viator without schedules or pricing. Create your products and options on Viator first, but do not add scheduling or pricing yet. WaveRez pushes availability during the connection process. If schedules already exist on Viator that do not match WaveRez exactly, the connection will fail. You will add pricing on Viator after the connection is established.
WaveRez selected as your reservation system in Viator. In your Viator supplier account, click your name in the top-right corner, then click Account. Select the Connectivity tab. Click Edit next to Connectivity details and choose WaveRez from the list of reservation systems. This step may take up to 24 hours to process on Viator's side before you can proceed with the connection.
Your Viator API Supplier ID. This is found on the same Connectivity tab described above. After selecting WaveRez as your reservation system, the page displays your API supplier ID under Connectivity details. This is not the number displayed next to your name in the top-right corner of Viator — it is a separate value shown on the Connectivity page alongside your API key and API enabled status.
Trips built in WaveRez with schedules and availability configured. Every trip you want to list on Viator must already exist in WaveRez with departure times and availability set up, and must not have Disable Affiliate Booking turned on. To check the affiliate booking setting, navigate to General > Resources > Trips > select your trip > General tab.
Tickets created for each trip. Each trip you plan to connect must have at least one ticket configured.
⚠️ Important — Setup Order Matters: The recommended setup sequence is: (1) build your trips with schedules and departure times in WaveRez, (2) create your products and options on Viator without schedules or pricing, (3) select WaveRez as your reservation system in Viator and locate your API Supplier ID, (4) complete the integration steps below to connect the two platforms, and (5) add pricing on Viator after the connection is live. Following this order avoids the most common integration failure — start time mismatches between the two platforms.
Step 1: Open the Viator Integration Page in WaveRez
In the left navigation menu, click Integrations.
On the Integrations page, locate the card labeled Waverez + Viator. This card displays either an Active or Inactive status badge in the top-right corner.
Click Edit the integration at the bottom of the card.
You are now on the Viator integration settings page. At the top of the page you will see a description of the Viator marketplace and a Get started button, which links to the Viator supplier portal. Below the description are the configuration fields.
Step 2: Enter Your Supplier ID
In the Supplier ID field, enter your Viator API Supplier ID. This is the value found under Account > Connectivity in your Viator supplier account (see Prerequisites above). Do not use the number displayed next to your name in Viator — the API Supplier ID is a separate value on the Connectivity page.
Do not click Save yet — you will save after configuring your trip and tour options in the next steps.
Step 3: Select a Trip and Configure Tour Details
Click the Trip dropdown and select the trip you want to connect to Viator. This dropdown lists all trips in your WaveRez account that do not have Disable Affiliate Booking turned on. If you do not see a trip listed here, check the setting at General > Resources > Trips > select the trip > General tab.
After selecting a trip, four additional fields appear below: Destination, Location, Tour Description, and the Add Tour Option button.
Click the Destination dropdown and select the city or region where this trip operates. This is a required field marked with an asterisk (*).
In the Location field, enter the physical address where the trip departs from or takes place. This is a required field marked with an asterisk (*). Enter a full street address (for example, "102 Harbor Blvd, Destin, FL 32541").
In the Tour Description field, type a description of the trip. This is a required field marked with an asterisk (*).
Step 4: Add Tour Options (Ticket Mapping)
Each ticket on your WaveRez trip needs to be mapped as a "tour option" in the Viator integration. This is how Viator knows which WaveRez ticket corresponds to which Viator option.
Click the Add Tour Option button. A New Tour Option section expands below with two fields: a Name text field (required, marked with *) and a Tickets dropdown.
In the Name field, type a name for this tour option. This name is sent to Viator alongside the product code (the WROC code generated by WaveRez) and is used to identify the ticket when completing the product connection on the Viator side. Use the same name as your ticket (for example, "24ft Pontoon Boat Rental - 6 Hour") so naming stays consistent and you can easily match options during the connection step.
Select the corresponding ticket from the Tickets dropdown. This lists all tickets configured for the trip you selected in Step 3.
Repeat this process for every ticket you want to make available on Viator. Click Add Tour Option again for each additional ticket. To remove a tour option, click the red trash icon to the right of that option's row.
Once all tour options have been added, click Save.
After saving, WaveRez generates a unique code for each tour option. These codes follow the format WRPC (for the product) and WROC (for each option) followed by a number — for example, WRPC63 and WROC18. These codes are what Viator uses to identify your WaveRez products and options during the connection process. You do not need to copy these codes manually — they will appear automatically in Viator when you complete the product connection in the next steps.
Tip: If you have multiple trips with many tickets, consider keeping a simple reference list of which WaveRez ticket maps to which Viator option name and WROC code.
Step 5: Repeat for Additional Trips
If you have more than one trip to connect to Viator, repeat Steps 3–4 for each trip. Select a different trip from the Trip dropdown, fill in the Destination, Location, and Tour Description, add tour options for each ticket, and click Save each time.
Step 6: Set Your Product to Active in Viator
Before you can connect the product, it must be in Active status on Viator.
Log into your Viator supplier account.
Click Products in the top navigation menu.
Locate the product you are connecting to WaveRez. Each product card shows its name, product code, review count, and status. If the product does not show a green Active badge, click Manage to open it, then set the status to Active using the status dropdown near the product title.
Step 7: Connect the Product in Viator
This is the step where you link your Viator product to your WaveRez trip through Viator's Product Connection flow.
From the product page in Viator, click the Product connection tab in the navigation bar at the top (you may need to scroll the tab bar to the right to see it). The page shows the product name, a Status: Not connected label, a Connect button, and a description of the Product connection (API) feature.
Click the Connect button.
A "Select a product" modal window appears. This window has a search field where you can search by code, name, or description. Type the name of your WaveRez trip or the WRPC code. Viator will display matching results from your WaveRez account — for example, "WRPC22 • Dolphin Watch and Destin History Cruise." Select the matching product and click Select.
After selecting the product, a "Connect to reservation system" screen appears. At the top, you see the Viator option name (for example, "24 Ft Pontoon Rental - 6 Hour") and below it the Corresponding product in your reservation system showing the matched WaveRez product with its WRPC code and name (for example, "WRPC63 • 24 ft (12 passenger) Pontoon Boat Rental"). If the wrong product is matched, click Edit next to the product name to change it.
Under Supplier option, click the dropdown labeled "Select one." This dropdown lists all of the tour options you created in WaveRez for this trip, identified by their WROC code and name — for example, "WROC18 • 24ft Pontoon Boat Rental - 6 Hour." Select the option that corresponds to this Viator option.
After selecting the supplier option, a Start times section appears below. This shows a side-by-side comparison of start times on the Viator side and the Reservation system (WaveRez) side. If the times match — for example, 9:00am/9:00am, 9:30am/9:30am, 10:00am/10:00am — you will see a green synced indicator and can proceed. Click Connect at the bottom to complete the connection for this option.
Repeat this process for every option under the product — each option (ticket) needs to be connected individually.
Step 8: Resolve Start Time Mismatches
If any start times on Viator do not have a matching time in WaveRez, the connection screen displays a red "Start times mismatch" warning banner. The side-by-side comparison will show the Viator time on the left and a red "No time" warning on the reservation system side for any unmatched time.
The warning message reads: "Start times added to 'Schedules & prices' must match those on your reservation system. Visit your reservation system to edit. Alternatively, remove them from 'Schedules & prices.'"
To resolve a start time mismatch, you have two options:
Add the missing time in WaveRez. If the time listed on Viator should be available, add that departure time to the trip in WaveRez at General > Resources > Trips > select the trip > Schedules or Availability settings. Then return to Viator and retry the connection.
Remove the extra time from Viator. If the time should not exist, go to the Schedules & prices tab for the product in Viator and remove the unmatched start time. Then return to the Product connection tab and retry.
⚠️ This is the most common integration issue. If you had schedules set up on Viator before connecting to WaveRez, the start times will almost certainly not match. The recommended fix is to remove all future scheduling and pricing from the Viator product, then re-attempt the connection. Use a short date range with times that match your WaveRez availability to establish the initial connection, then build out additional pricing and date ranges afterward.
Step 9: Add Pricing on Viator
After the connection is established, start times are synced from WaveRez and locked on the Viator side. When you visit the Schedules & prices tab for a connected product, you will see an information banner that reads: "Your start times are synced with your reservation system. Please visit your reservation system to make any changes." This means you can no longer edit start times directly in Viator — all start time changes must be made in WaveRez.
You can and should still manage pricing on the Viator side. WaveRez does not sync pricing — all pricing is configured directly in Viator.
To add or edit pricing:
In Viator, navigate to the connected product and click the Schedules & prices tab.
Locate the schedule you want to price. You will see the date range, days of the week, start times, and any existing pricing. Click the pencil (edit) icon next to the schedule row.
A menu appears with options: Edit prices, Add start times, Add new prices, and Delete days or times. Click Edit prices.
The pricing editor shows several fields: Max travelers per booking (dropdown), Suggested retail price, Amount you will get paid, and Commission rate. Below the pricing fields you will see Days when these prices apply and Times when these prices apply, both with Edit links if you need to adjust which days or times this pricing covers.
Set your pricing and click Save.
Max Per Booking (Capacity) Settings
When setting up pricing in Viator, the Max travelers per booking field controls how many units a single customer can book at once. This setting should reflect your actual equipment or capacity:
Rental businesses (one ticket per piece of equipment): Set Max travelers per booking to 1. Each piece of equipment (jet ski, kayak, pontoon boat) is booked as a single unit, so a customer should only be able to book one per transaction for that option.
Tour operators (multiple tickets per piece of equipment): Set Max travelers per booking to the maximum number of seats available per equipment for that ticket type. For example, if a boat holds 12 passengers, set the max to 12.
Availability Refresh
On the Viator Account > Connectivity page, there is an Availability refresh section with a Refresh button. If your availability appears out of sync between WaveRez and Viator — for example, if times that should be available are not showing on Viator, or if Viator is showing stale availability — click the Refresh button to force Viator to re-pull the latest availability data from WaveRez. This does not change any of your settings; it simply triggers a fresh sync of your current WaveRez availability.
Canceling and Refunding Viator Orders
Orders that originate from Viator must be canceled through the Viator supplier portal — you cannot cancel an OTA order directly in WaveRez. When you cancel through Viator correctly, the cancellation syncs back to WaveRez automatically and the order status updates on both platforms.
⚠️ Critical: Use the Cancel Booking Button — Not a Support Request
When viewing an order in the Viator supplier portal, you will see a Cancel Booking button below the order summary. Always use this button to cancel a Viator order. Do not click into the order details and use Viator's support request feature to ask for a cancellation. Viator's support team will typically process only a refund without actually canceling the booking. If this happens, the order remains active in WaveRez with no way to update its status — it cannot be fixed by the partner or by WaveRez support and requires a manual database override by the development team.
This creates inaccurate reporting in WaveRez because the order appears as an active booking even though the customer has been refunded. Always use the Cancel Booking button to ensure the cancellation syncs properly to WaveRez.
The same principle applies to GetYourGuide — always cancel through the OTA's own cancellation workflow, not through a support request.
Troubleshooting
A trip does not appear in the Trip dropdown on the WaveRez integration page. The most common cause is that Disable Affiliate Booking is turned on for that trip. Navigate to General > Resources > Trips > select the trip > General tab, and confirm that Disable Affiliate Booking is not enabled.
Viator shows "Status: Not connected" even after completing the WaveRez side. The WaveRez side of the setup only creates the product and option codes. You still need to complete the product connection on the Viator side by going to the product's Product connection tab and clicking Connect. The connection is not automatic — both sides must be configured.
The "Select a product" modal shows no results when searching. Make sure you selected WaveRez as your reservation system in Viator under Account > Connectivity and that this change has finished processing (it can take up to 24 hours). Also confirm that you saved the tour options in WaveRez after creating them.
Start times mismatch error when trying to connect. This is the most common integration issue. It means one or more start times exist on the Viator side that do not have a matching departure time in WaveRez. See Step 8 above for how to resolve this. If you had an existing Viator account with schedules set up before connecting to WaveRez, the recommended approach is to remove all future scheduling and pricing from the Viator product, establish the connection using a short initial date range with matching times, and then re-enter pricing on Viator afterward.
A partner already had an existing Viator account with pricing and schedules before connecting to WaveRez. This is the most common source of integration issues. Pre-existing schedules on Viator must match WaveRez exactly, and if they were set up before the WaveRez connection, they almost certainly will not match. The recommended fix is to remove all future pricing and scheduling from the Viator product, establish the WaveRez connection using a short initial date range with times that match, and then re-enter pricing by date range on Viator once the connection is live. The partner will need to re-enter any specialty pricing they had previously configured.
Bookings are not syncing from Viator to WaveRez. Confirm that the product connection status shows as connected on the Viator Product connection tab. Verify that start times match between both platforms. You can also try clicking the Refresh button on the Viator Account > Connectivity page to force an availability re-sync.
A canceled Viator order still shows as active in WaveRez. This happens when the cancellation was processed through Viator's support request feature instead of using the Cancel Booking button. When Viator support processes a cancellation, they typically only issue a refund without actually canceling the booking, so the cancellation status never syncs back to WaveRez. This requires developer intervention to resolve. To avoid this, always use the Cancel Booking button visible below the order summary in the Viator supplier portal.