Viator Reviews

Name: Viator
Address: 360 3rd St #400, San Francisco
Rating: 2.21

2.2 Rating 1,102 Reviews

30 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.2

Based on 1,102 reviews

Shipping & Delivery
Delivery Methods	Own Driver
On-time Delivery	Greater than 7%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult

Visit Website

Phone:

888-651-9785

Email:

support@viator.com

Location:

360 3rd St #400
San Francisco
94107

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Viator 1 star review on 26th October 2024

101

Anonymous

Anonymous // 01/01/2019

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“Disappointing Service. I should have read the many unfavourable reviews on Viator , to avoid a disappointing and an unpleasant experience. I will not be using Viator again. I had signed up a tour package for two with Viator’s local operator, MTM Tourism Greece OE (MTM), for a trip, paying a premium, to be picked up at my hotel. Viator had confirmed pickup at the hotel. I waited at the hotel but to no avail. The receptionist at the hotel helped me to call MTM. MTM just told us that we were considered as ‘No Show’. I wrote to Viator, with ticket confirming the pick up at our hotel, and they refused to refund us. I have been travelling frequently and have not encountered such an unpleasant experience before.”

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Posted 14 hours ago

“Sara the tour guide was the best ! Will recommend her to my friends. Berlin in spanish !”

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Posted 2 days ago

“Francesco ghost tour guide around Cambridge was great, very good stories and great fun”

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Posted 4 days ago

“Used Viator for many trips in January. I booked a swim with the dolphins did not see one dolphin let alone swim with them. They did not refund nor would they rebook. They kept saying they were booked on the next tour so I never got to see the dolphins or get my money back $500 wasted.”

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Posted 5 days ago

“Disappointing Service and Unethical Practices I had a truly terrible experience with Viator. The company not only failed to deliver on the promises made but also seemed willing to work with operators who engage in misleading and unethical practices. First, the tour I booked was misrepresented— the actual duration was far shorter than advertised, which was a clear violation of the agreement. To make matters worse, the pickup location was changed without any prior notice or approval, causing unnecessary stress and inconvenience. Despite these serious issues, Viator refused to issue a refund, which is unacceptable. It's clear they don't prioritise customer satisfaction or hold their partners to ethical standards. I strongly advise anyone considering using this service to look elsewhere. If you want a reliable, customer-first experience, Viator is not the company for you.”

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Posted 5 days ago

“Viator cancelled my tickets to the Frida Khalo museum in Mexico City two days before our visit. I spoke to an employee named Diego who was rude and didn’t care whether we were left out or not. It ruined our day. This was one of the main reasons for our trip to Mexico City. If TripAdvisor has bought Viator, I advise them to watch their new acquisition because it is worthless and it’s giving them a bad rap.”

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Posted 6 days ago

“Despite booking a Tikal tour through Viator 5 months in advance and selecting from their provided pickup location menu, I was unexpectedly charged a 30% surcharge for pickup on the day of the tour. When I contacted Viator's customer support for a refund, they claimed my pickup location wasn't on their approved list. While this is true now, the location was definitely available in their dropdown menu when I made the booking. Unfortunately, Viator's support team seemed dismissive of my evidence and responded with generic denials rather than investigating the situation. This inconsistency between booking options and actual service, combined with poor customer support, was disappointing.”

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Posted 6 days ago

“Warning - Do not book through Viator. We had booked a 6am balloon flight and were making our own way there with an Uber. We had left the hotel at 4:30am to enjoy a sunrise experience. When we arrived at the meeting point we were told no flight had been booked in our name. We were a group of seven, travelling with children. This was our last day in Mexico City. Imagine the distress, disappointment and upset. A rep from another company was called who then phoned around trying to get us on a balloon flight. We were offered a flight at 8am with another balloon provider. However, that would not have got us back in time to Mexico City. A a flight was eventually found at 6:45am and we were rushed over to a different provider and put straight into a balloon. We missed all the photo opportunities that the other families got for the hour before and and also missed breakfast as we had to rush back. Viator have refused any liability for the stress and missed breakfast. This is the second time I have booked through Viator and the second time my booking has not been acknowledged. Previously in February 2019 I booked a city tour of LA with my children. We waited over an hour in the hotel reception, phoned numerous times to be told that despite booking to be picked up from our hotel, they did not actually offer that service. I did not receive any refund then either. Please do not waste your precious time and money with this company. The balloon flight itself is magical and I highly recommend. I have taken balloon flights in Europe and this far excelled any of them. Just remember to book direct with the companies themselves.”

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Posted 1 week ago

“Stay away from this company and do not use them. Their booking system is a disgrace. I booked tickets for vatican and sistine chapel and their system booked me in for a date I did not choose and a week before my arrival in Rome. No refund and no assistance whatsoever. Took my money and could not care less about their customers. The worst compnay I have ever dealt with. AVOID.”

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Posted 1 week ago

“We took the hop-on hop off tour in Boston. Our tour guide was Crafty. He is AWESOME! He greeted every guest that got on the trolley and asked where they were from. Somehow he actually remembered all of this when they got off. He was very knowledgeable about Boston and one of his ancestors helped found the city! Three was never a quiet moment between telling us the history, giving trivia questions about the area we were in or telling a joke. Thoroughly enjoyed it!”

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Posted 1 week ago

“They took us to the wrong city and we did not receive any of the components of the booked trip. They would not provide a refund. A bunch of crooks. Do not use Viator.”

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Posted 1 week ago

“I advise any prospective future travellers to avoid Viator like the plague I forgot to read all these negative reviews before I booked a shuttle bus to pick us up from the airport in Hawaii to our hotel. We were out waiting in time for the pickup but no one was there for us > We walked up and down all the shuttle buses asking over and again as to whether anyone knew who was supposed to be there,as on the confirmation they sent us they did not name the company that should have been there. After 2and and half hours we finally gave up and paid another shuttle $55 American on top of the $55 we paid to Viator. I have been trying now for over 4 weeks to have this resolved, to no satisfaction , then today I finally get a message saying they were not going to refund the money. Not even an explanation or excuse as to why we did not get the service. They also had the cheek to say "we hope you use our company in the future" Fat chance of that happening”

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Posted 2 weeks ago

“QR code not working at bay cruise , no refund , poor communication, stay away from VIATOR - SAFE TIME AND MONEY.”

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Posted 2 weeks ago

“Awful company and service, proceed at your peril! The Viator system let us book a tour to the Sistine on a closed day. Those tickets cost over £200. We were only in Rome for 2 days, 1 night, and the Sistine was a priority for my husband on his 50th birthday. When the Sistine chapel tour operator called to tell us, the only other time they had was at the same time as the Colloseum booking time. I tried to contact customer service and the tour operator who both refused to accommodate us and firmly stuck to cancellation policies. This was no fault of our own and entirely due to the Viator system allowing us to book another expensive tour for the Sistine on a day that was closed. For this reason I would never recommend Viator. They claimed they wouldn’t know if it was a closure day, which is awful for a booking system and ruined our organised trip and tour of the Colosseum and our planning for the time we had in Rome. Their customer service is awful and so unhelpful. We lost our money and the opportunity to see the Colosseum. Never use this company.”

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Posted 3 weeks ago

“Loved them until they dropped the ball and didn't help me on a bad tour. Get your guide, here i come!”

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Posted 3 weeks ago

“Terrible company . Poor customer response , causes issues to companies that use them … I tried to avoid them and used Tripadvisor only to find they are same ..”

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Posted 4 weeks ago

“We had 4 different tours that canceled on us at the last minute and took a golf carry tour that was awful. Is never recommend this company.”

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Posted 4 weeks ago

“We had booked a cooking class in Lucca Italy for Oct 18th at 5pm. On the ticket it listed a remote location to be picked up due to the fact the class was at a private home. We arrived at the assign location at 4:45 and waited until 5:30. I tried to contact Viator because there was no phone number for the class operator. The Viator agent told me I had the wrong day! I explained the i was looking at my ticket and it was booked for today. The agent was very rude and had no solutions. We had paid in advance $645US. After several conversations with Viator they are unwilling to refund any of our money!! This is completely unacceptable! Our ticket showed a location to meet at and we were there. There was no contact information about the cooking class operator to call for help and the Viator agent was rude with no help. This was an expensive class and I don't feel we did anything wrong. To not be refunded is just wrong!! I will never use Viator again!!”

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Posted 4 weeks ago

“This is a complete scam. I booked a self-guided tour of the Alhambra, received two confirmations that my tickets were on their way, only to be told the afternoon before that they didn't have the ticket. Surely they can't advertise tickets they don't have, so this is fraudulent.”

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Posted 1 month ago

“Booked a Madeira 'East trip' with Viator for a trip of 5 adults ages between 51 and 80. The 'mini-van' was scheduled for 08:50 pickup and it was on time. There were already about 7 or 8 people on board and the best seats were taken. This meant those of us in our group, two being over 6ft tall struggled to get comfy due to very very poor leg room in the Mercedes Sprinter (18 seater) mini-bus The driver proceeded to spend the next HOUR driving around Funchal, collecting other passngers including two stops at the bus station!!! The 2nd was to collect two more adults and thus completely filling the vehicle. At this point the lack of legroom at the back became unbearable which was pointed out to the driver in no uncertain terms. His response? He couldn't care less!! The small seating and overcrowding also meant that wearing seatbelts - which is a legal requirement in Madeira was impossible, something very dangerous on hilly Madeiran roads and accident plagued motorways. Voices were raised when the driver appeared to be completely apathetic about the situation or the fact laws would be broken and his paying elderly passengers ENDANGERED. The driver said he would arrange for another Virator van to collect us and to take us on the tour so the five of us consisting of 50, 53 and 80yr old males along with 70 and 74 yr old females got off the 'mini-bus' After waiting 25 minutes we called Virator and spoke to someone called Lenny? Who basically couldn't care less that we had been dumped, had no instructions or intentions of sending a replacement vehicle (a blatant lie from the driver) and of course meaning we were robbed of the tour fee which we will have to claim back from our bank. Reviews exist to give other customers the chance to make informed choicesabout who they use, please read this and think very VERY carefully about using this company as next time it could be you!!!!”

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Posted 1 month ago

Viator is rated 2.2 based on 1,102 reviews