How to Use Viator’s New “Manage Share with Client Link Bookings” Feature
How to offer premium service, even when clients book themselves.
There are two main ways to book experiences for your clients with Viator
Book Directly
via your agent cart and checkout
Use Share with Client Links
to give your clients the flexibility to book for themselves
Now, with Viator’s newest Share with Client Link update, you can offer even more premium service. When a client books through your Share with Client Link, you can request to manage their reservation — giving you the ability to take care of all the important booking details, while your clients stay focused on the excitement of their trip.
Step-by-Step: How to Manage Share with Client Link Bookings
1. Request Management Access
- Log in to your Viator Travel Agent Account.
- Navigate to your Manage Bookings page.
- Locate the client’s booking and click “Request to Manage Booking.”
2. Client Approval
Your client will receive an email notifying them that you’ve requested access to manage their booking.
Important: We recommend informing your client ahead of time to expect this email.
Tip: A quick message like “I’ll be sending a request to help manage your reservation!” works well. Here is an email template you can use.
3. Gain Full Access
Once your client approves the request, you’ll receive a confirmation email.
After approval, you’ll be able to manage all aspects of their booking, including:
- Processing payments and updating credit card details
- Changing dates, times, or the number of travelers
- Updating client information (like names or contact details)
- Canceling the booking on their behalf
- Communicating directly with the tour operator
- Accessing and resending tickets
4. Stay Informed with New Notifications
You’ll automatically receive important booking updates, including:
- Confirmation emails
- Reserve Now, Pay Later reminders and payment updates
- Booking cancellations and amendments
- On-request booking approvals or rejections
- Ticket delivery and resend notifications
Things to Know when Managing Share with Client Link Bookings
Client approval is required
You can only manage bookings after your client grants permission via the email notification.
Real-time updates
Once access is granted, your Manage Bookings dashboard will update immediately to allow full management functions.
Communicate early
To ensure a smooth process, always inform your client ahead of time that you’ll be requesting access to manage their booking.
Trust and flexibility
This feature helps you provide concierge-level service while giving clients the independence they want — the best of both worlds.
Why it Matters
With this new functionality, you can now:
- Save time with easier client service workflows.
- Deliver the premium, hands-on service clients expect — even when they book themselves.
- Strengthen trust and build deeper client relationships by always staying one step ahead.
Frequently Asked Questions
What changes can I make once I have been granted access to my clients booking?
You can view, modify, and manage your clients’ bookings directly. This includes making changes to the booking details, adding special services, canceling bookings, updating payment methods and contacting customer support or the operator on behalf of your clients.
Can I make changes to a booking without needing the client to contact support?
Yes. Once your client has granted access to you, you have permission to make most changes directly, streamlining the process and saving time for both you and your client.
How do I get request access to act on behalf of my client?
Your client will need to grant you access to their booking. Visit your “Manage Booking” tab in your account dashboard to request access. Remember to have the email address your client used to book and let your client know you have requested access to allow for a seamless process.
Can I contact customer support directly for a client issue?
Absolutely. You can initiate support requests on your client’s behalf once access is granted.
Can I access booking details for all my clients in one place?
Yes. Your agent dashboard provides a consolidated view of all client bookings.
Will my clients be notified of changes I make?
Yes. Clients will receive confirmation emails for any changes you make.
What if my client does not grant me access?
If your client does not grant you access you will not have access to make changes for them. We recommend letting your client know the benefits of you managing the bookings prior to sending your request. If your client has simply forgotten to accept your request, you can request access three (3) times before you can no longer be granted access. After the third attempt, please reach out to the client directly and they can grant you access via the original email notification.
My client's booking says “request closed” and I can no longer request access, how do I update this?
Once a booking has been marked as “request closed”, it cannot be changed. It is important to discuss with your client you are making the request and why before sending it to them to avoid this scenario.
My client’s email is not matching with the booking, what are my options?
Verify with your client what email address was used for the booking, if there is still an error, please contact customer support.
What client email address do I use to send the request?
Verify with your client what email address was used for the booking,you must use the same email in your request.
How many times can I resend the email request to the client?
You can resend the email notification requesting access to the client a maximum of three times. After this, please reach out to the client directly and ask them to grant you access.
Can the client grant me access without my request?
Yes, the client can grant access to the booking, by going to the Manage Access tab on their booking and granting you access.
Can the client give me access to ALL their bookings and future bookings? Your Title Goes Here
The client will have to give individual access to each booking. Having access to one of your client bookings does not automatically give you access to their other bookings.
What happens if the client revokes my access?
If the client revokes access to the booking, you will no longer be able to make changes. Some changes you made while you had access to the booking cannot be reverted. The client will not be able to give you access again once revoked.
What will I NOT have access to do?
You will not be able to manage their other bookings, or use the credit card on file to make new bookings.
Can I request access for all bookings at once?
No, you have to request access to each booking.
Can I manage a booking that does not appear in my Manage bookings list?
If the client does not see your name on their booking Manage Access tab, and you do not see the client booking on your Manage Bookings page, then it means the booking was not made through your link. You cannot get access to this booking.
Can a client give me access to a booking they made on their own (not using my link)?
No, the client cannot give access to bookings they made without using your link.
Who else has access to my client’s booking?
Any admin or primary user will also be able to manage your client booking (similar to a direct booking).
Can I give access to another agent to manage the client’s booking on my behalf?
Only an admin or primary user at your agency can manage the booking on your behalf. No other agent will have access.
Can I give access to my client on a booking I made directly?
No, only you have access to a direct booking. However, you can choose to send all email updates to your client.
Find answers to additional Share with Client Link questions and more in our Help Center.