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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“I don't recommThey make your itinerary as it suits them, they don't think about the client.end. They schedule”

Helpful Report

Posted 6 months ago

“HORRIBLE EXPERIENCE! The boat and tour we scheduled never showed up. Then we rebooked it for another day and it didn’t show up again. It completely ruined our 3 day trip to Bimini, for our anniversary trip. A complete fraud. RUN FROM THIS COMPANY! They refused to give a refund! It was all a horrible experience!”

Helpful Report

Posted 6 months ago

“Bought a ‘voucher’ not even a ticket to upper antelope canyon. Fortunately the voucher worked. However, I learned it was double almost triple the price everyone else paid for their tickets who bought directly from the touring companies. I feel cheated and duped.”

Helpful Report

Posted 6 months ago

“We had booked a day trip to great ocean today!! They were suppose to pick us up at 7 am from our pick up point. Nobody turned till 8am. There was no way we could communicate to them. Being a weekend the customer service also were not responding. Very bad experience !! Horrible!!”

Helpful Report

Posted 6 months ago

“Absolutely disgusting service - overcharged me $340 and refund hasn’t been received after timeframe provided. Messaged numerous times on WhatsApp and the agent leaves the chat mid-conversation and have terrible attitudes with no willingness to help. No one can answer my questions or resolve my enquiry, I’ve been going round in circles for 11 days now - never booking with Viator again. So beyond frustrated.”

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Posted 6 months ago

“Went on a walking tour of Venice today with our guide, Valentina. Enjoyed the tour immensely and that is due in large part, to Valentina. She was lovely.”

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Posted 6 months ago

“This site is A SCAM, they sell fantom Tour Operators with no working numbers. When you call Aviator to get assistance, Aviator’s, representatives not even have how to contact these companies, thus, the solution is hanging off the phone to you The license to sell tour packages should be suspended”

Helpful Report

Posted 6 months ago

“Two of my friends and I went on a Viator Tour of London on April 26, 2024. We were promised we would see the Changing of the Guards at Buckingham Palace and High Tea at Harrods. We did not get to see the Changing of the Guards. We saw the Guards line up outside of their barracks and get ready to do the actual ceremony. We were not even that close to Buckingham Palace. Our High Tea at Harrods consisted of 2 scones and a small pot of tea. Everything I've read about High Tea is that consists of small sandwiches, scones and petit fores. The Viator guide told those of us going to High Tea at Harrods not to eat too large a lunch because we would be getting so much food at Harrod's High Tea. Maybe Viator don't know what Harrolds is providing since the guide left us for the day at Harrods and did not stay to see what was provided. All in all, the two most important part of the Tour of London were great disappointments.”

Helpful Report

Posted 6 months ago

“Be aware never use Via tour. I had so many problems I called customer service. They are in Philippines. They don’t know the system. I waited for hour and a half to just cancel the bookings and he couldn’t help me in hour and a half. I asked for a supervisor, and I was never transferred to a supervisor. This is the worst company for tours.”

Helpful Report

Posted 6 months ago

“We booked a tour through Viator because we trusted Trip Advisor. That was a mistake. The tour was cancelled an hour before it was to begin. Visitor did not one thing to help us find another tour. We had to do it ourselves. Viator’s compensation for the aggravation and frustration while on our vacation? They offered a measly 5% off our next tour. What next tour? Not with Viator, that’s for sure.”

Helpful Report

Posted 6 months ago

“Tour was fine. But their refund and no changes policy sucks! It's hard for me to view that this third party booking site doesn't have strong relationships with tour operators. Their policy to have $0 refunds and 0 changes (example: change time of tour) shows a low opinion of their customers. If I can change my airplane ticket though Expedia....I should be able to change the time of my tour. It's simpler for them to not care, and not invest to change policy”

Helpful Report

Posted 6 months ago

“I was planning a trip to Ireland with a friend a month in advanced and I accidentally booked it for the next day (I’m not even in Ireland!), I immediately called Viator to change the date and after keeping me on the phone for half an hour and “trying to help”, they said they couldn’t accommodate me because the system wouldn’t allow it. They said that I could dispute it with my credit card company, so I asked them to send me an email that they couldn’t find a work around with their system or override the order. The worst part is they offered me a discount for my next tour and instead of sending it to me via email they wanted to book it on the spot. When I finally looked at the email, they had just sent me a generic email stating their policy as a 100% cancellation fee, when all I wanted to do is to change the dates. I will be reporting them to the better business bureau. You can see the time stamps in the photos. An honest mistake cost $243”

Helpful Report

Posted 6 months ago

“They are a rip off! If you cancel due to unforeseen events they keep your money. You don’t want to die or have an accident the day of the event because you will not see your money back! My flight got canceled 20 min before departure and I couldn’t find any understanding with Viator. Thiefs!”

Helpful Report

Posted 6 months ago

“They just rip off your money for these so called tours they sell you and at the end you get nothing. Be careful”

Helpful Report

Posted 6 months ago

“Horrible tour company. We have placed our trust in them several times and they have failed more times than they haven't. Today's adventure was booking tickets for a tour of the Eiffel Tower. We were running a few minutes behind and notified the company around 7:21pm (for an 8pm tour). There was no response to the message. We arrived at the meeting spot 1 minute after 8pm. There was no group in sight. We waited for 10 minutes and called Viator for assistance. The response we received from the representative was, you must have missed him, you can go to the later show. I let them know that we were with an 84yr old and a 5yr old, and that was too late. I asked them to call the tour guide to come get us as we were at the entrance but they said they called and he said it was too late.there was no way a tour group walked past us at 1 minute after the hour. They we already in the event when we showed up 1 minute after the meeting time. They took no accountability or showed any desire to help a customer that was running late from a prior tour. The representative on the phone even chuckled a bit when i asked her to reach out to the tour guide and see where they were. Do yourself a favor and use Tiqets or GetYourGuide for your tours. They have better prices AND customer service if you have an issue. BTW, after they screwed us over and made my 5yr old cry, we decided to try and get in anyway. The lines were not long and the prices were cheaper for my son. Overall we went from $412.88 USD to approx. $96 for the same exact entry and admission to every area.”

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Posted 7 months ago

“Wij hadden vandaag een snorkel tour. Onder begeleiding van gids Anita Valcke. Zeer gezellig en goede uitleg. Laat haar nou uit ons mooie Maastricht komen 🥰. Wij hebben genoten 🤗”

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Posted 7 months ago

“Our tour was cancelled, buy Viator insisted it was still going on. We went for a tour & found it indeed was cancelled. Beware of booking with Viator!”

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Posted 7 months ago

“Never again. Booked a reservation and nobody would reply with the time and place for a pick up. Spent an hour chatting to confirm my cancellation. Impossible to cancel a reservation. Once the help center replied that they would take care of the cancellation, I was 15 minutes outside of the cancellation window.”

Helpful Report

Posted 7 months ago

“This service is a joke and supports scammers. We had a 7am scheduled pickup time at our hotel for Chichen Itza tour. Late evening the day before, they sent a message on their website that we need to be there for pickup at 6:45am. Of course we did not see that message, we were already asleep. The next morning we were at the spot at 6:56, waiting for the driver. When no one showed up, I learnt that driver did not even wait until 7am scheduled pickup time and simply left. However, hotel staff said that there was no one even there, so I strongly believe that driver did not show up at all and this was a scam. The worst part is that Viator was 0 help. They refused to refund us and ignored when I asked to reschedule. More than that, the phone number they gave for customer service, was hanging up on us. I cannot believe a TripAdvisor company would fall so low in their customer service. The most terrible experience I have ever had. As a result, wasted $180, wasted time, a bunch of stress. Stay far far away from this company.”

Helpful Report

Posted 7 months ago

“Traveled to Italy from the U.S. with 3 separate tours booked for our trip through Viator. All 3 tours were cancelled within 24 hours due to their system security. Even after speaking with live CS reps and confirming my transactions and verifying and confirming. Of course, tried other vendors day of and couldn’t find one for our travel dates so buyer beware that you can be left in a lurch when trying to plan your holiday with Viator. I do not trust them as they ruined the thousands of dollars invested and planned highlights of our trip.”

Helpful Report

Posted 7 months ago

Viator is rated 2.2 based on 1,102 reviews