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 booked a harbor tour that I forgot to cancel with all of the stress of my granddaughter being severely injured. I had medical records, pictures whatever , they would not refund my money!! Will never book again!!”

Helpful Report

Posted 2 years ago

“Never ever again will use their services! They told us they gonna give us a refund for a trip we couldn’t go to and then they changed their mind and refused to give us a refund after all. The trip was done by that time. The result was 100$ wasted on a trip we didn’t go to. We will never ever use it again.”

Helpful Report

Posted 2 years ago

“Absolutely the worst company I have ever dealt with. Went on live chat and spent alot of time chatting with agent, looking to book Warner brothers studios, 3 adults, 3 children, told him 7th July, he gave me price 670 euros, we asked for help as we wanted to make sure we booked right tour. Agent sent me payment link, I presumed after long chat, he had input date we discussed, I input my card details, pay, see email. With 1 wk to go to trip, we went to print everything for trip. To my horror it was booked for 7th February gone. I rang, really upset, twice, dpokd to 2 nice agents, email sent, 3 days later, we were told we are treated as no shows. At this stage it was really hard to get Harry Potter again with a different company. It cost us another 850.00, so 1520 euros for Harry Potter, but as I had explained this was the reason we booked flights 15 months ago. Really want to stop anyone else going through this, we were lucky to be able to book again, paying a premium.we could not tell our children we weren't going. Really upsetting 😡”

Helpful Report

Posted 2 years ago

“My friends & I went on the Hollywood Homes Tour in LA. Tommy was our tour guide. He was amazingly funny & fun!! Thanks Tommy for helping us to have Big Fun while in LA!! Lisa from Texas!!”

Helpful Report

Posted 2 years ago

“A booking was made 1 month prior and after driving 2,500 kms to get to our river cruise, the booking was cancelled without consultation by Viator with no response as to their willingness to rectify. Do Not Trust this site !!”

Helpful Report

Posted 2 years ago

“DO NOT BUY!!!!!!!!!! BUYER BEWARE!!!!!! I will never purchase tickets from Viator again. I thought purchasing tickets while on vacation this was a reputatable sight however I found out the hard way that they are not. They are a third party that allow companies all over to advertise through their website and services. I purchased 4 tickets for my family for a boat tour and paid almost 5 times the price of the tickets which were being sold at the port which is price gouging. In addition to that the tour boat failed to have a telephone number nor a specific address. They simply only provided a landmark of Victoria's Secret that was located inside of a strip mall when this was a boat tour and located at a port. That landmark was at least 100 yards away from the boat. Noone in the entire area near the port inclusing restaurants never heard of Viator when we showed them tickets we purchased online. It would have at least been helpful if they had the name of the boat but it was extremely poor directions and no contact information at all only an email which I didn't realize at all. We later found out that we showed our tickets from Viator at the correct boat and they didn't recognize and shook their heads NO and kept moving everyone else on the boat. My husband and I saw that everyone boarding the boat purchased their tickets from the port and had a ticket stub so the workers didn't understand English and only knew if you didn't have this ticket you were not boarding the boat. So my families day wasn't ruined I ended up having to pay for tickets again to board another boat 3 hours later. After contacting Viator they not only told me that we were on the boat and lied about that but switched their story and then said they have a no refund policy. I also disputed it with my bank and Viator sent them a contract of absolutely no refunds despite the vendor failing to provide proper location and landmark. I would have no issue of taking the loss if it was my fault. We showed up at least an hour early not knowing we would not be able to locate the correct boat and all the issues we faced. This should have been an exception especially after I emailed Viator asking for help. Take it from me don't waste your money because if you experience anything like I did last on a trip you will be upset for just handing your money away.”

Helpful Report

Posted 2 years ago

“The tour company Viator should have informed customers the tour will only take you to Discover Center, not including the glacier ahead of time. There is very limited cell phone signal. Our family of three booked the “Columbia Icefield Tour including the Glacier Skywalk from Calgary” from Viator.com. When we arrived at the pickup location Delta Downtown Hotel, tour guide Mark informed us that the tour includes Discovery Center but not the Glacier. However, he offered no help on how to purchase additional ticket to the Glacier. When we were searching for the ticket to the Glacier on the road, he told us the cell phone signal would go out in few minutes. My family were in a hurry to buy online but were unable to complete transaction before signal went out. When we arrived at the center, he asked us to buy Skywalk ticket only (the ticket was sold in either a combo of Glacier and Skywalk or Skywalk only) because we must return by 3 pm. We were not happy but we listened to him. When we returned to parking lot at 3 pm, we found Mark was looking for a missing guest. The group were not able to leave the parking lot until 5 pm. So, we would have made it back to the group even if we had bought the 3 pm combo ticket. In a hindsight, Mark did not handle it well because he told us that he could skip other attractions such as Bow Lake and Peyto Lake, and directly go to Discovery Center as needed. He explained that the tour could get to the lakes as it returned on the same route. But he did not do so. If the group arrived in the center early, we would have enough time to complete both attractions. Mark offered no assistant in helping us to purchase the tickets either online or at the center is a shame of him. Also he waited until we were already on the road to inform us about cell phone signal being out was his fault because he knew buying ticket requires cell phone service. The company Viator should have emphasized the tour takes guests to Discovery Center ONLY not the Glacier attraction because the title of “Glacier Skywalk” is misleading.”

Helpful Report

Posted 2 years ago

“Due to unforeseen circumstances, we were running a few minutes late in getting to the rendezvous point for the Barcelona Wine and Tapas experience. We tried at least a half-dozen times to call the number given for tour-specific enquiries, to at best have them wait for us or at worst let us know where they were headed so that we could meet them at the next destination in the tour. No answer!! Despite a very reasonable request for a refund, such refund has been emphatically refused. So that was €160 down the drain ...”

Helpful Report

Posted 2 years ago

“We were notified with virtually np notice that our airport transfer was cancelled , without a substitute being offered . I am still waiting to be refunded 8 days later and have not had a response to 3 emails . Later that same day we were booked to do a guided Pantheon tour ... we were sent a link and map to pick up tickets prior to tour ... the link was incorrect and sent us in circles for 40+ minutes , resulting in us missing the tour , Again I emailed and requested a refund due to their incorrect instructions and I still not have received a response . The company make it virtually impossible to communicate with them and resolve issues and offer zero customer service , nor customer protection , despite insisting on payment upfront for services they do not provide properly. We are in the midst of travelling through Europe and will never use this company again.”

Helpful Report

Posted 2 years ago

“We had a tour that we booked and paid for in rishikesh India. The tour had to be cancelled because of rain. The operators strung us along sitting waiting for them saying they could do it later in the day. As the day went along we watched our limited vacation time disappear. Eventually we decided to go on our own elsewhere. They only offered 67 percent refund even though we never received any service. I submitted a request to Viator to step in and get full refund. They did nothing but repeat the claims of the provider. Viator is not there to protect the customer's interests.”

Helpful Report

Posted 2 years ago

“Absolute trash! Scammers! They say free cancellation at first and then when you cancel they charge you 100% cancellation fee which was mentioned absolutely nowhere on their site! Never seen such robbery before!!!”

Helpful Report

Posted 2 years ago

“Planned a tour for Venice 2 months in advance. Confirmation information received from Viator and 3rd party vendor. Day of tour, no guide ever showed up. Called 3rd party and they claim Viator canceled. Called Viator and they claim 3rd party canceled. Viator then says no refund because I’m calling after the tour was suppose to start. WTF are you talking about??? BEWARE”

Helpful Report

Posted 2 years ago

“We booked a skip the line tour with elevator for the Eiffel Tower. Viator forwarded our request to a company that does not even provide that. The company wrote us a letter to that effect and Viator still refuses a refund for their mistake. I doubt we use them again.”

Helpful Report

Posted 2 years ago

“As I am sitting on the Captain Hook boat I am disappointed, displeased and very frustrated. I am sitting on a boat everyone speak Spanish. We book an English cruise was told it would be honor it wasn’t. Spent 2 hours looking crazy unaware of what was going on. I knew only 1 song (Turn up for what) lol. There wasn’t enough seating they really need money bad I guess. The food looks like cafeteria food thrown all together on one plate, please don’t ask for another plate they will stare you down and ignore you. What a horrible experience the Captain Hook trip was a waste of 2 1/2 hours of our time, we could have experience something more interesting and appealing to our soul instead being on a boat not knowing what the hell was going on.. Run don’t ever book with this company. If I could put 0 star I would have that’s how horrible this experience was.”

Helpful Report

Posted 2 years ago

“I had been waiting for years to visit the Smithsonian African American Museum in Washington, DC. I’ve had experience with Viator in the past so, didn’t hesitate to book through them again. Previously, I had received reminder Emil’s, text messages and finally, phone calls when transportation was on the way. This time, didn’t happen. So, I took an Uber from my hotel. When I arrived at the museum, I waited in line, like everyone else. Still no guide and no contact information for the guide. Even worse, when I got to the entrance to go in. I showed my Viator pass to the person checking tickets and was told that our tickets were invalid. Then security was called. The security person checked our tickets and informed us that these were UNAUTHORIZED and unacceptable. I have never been more embarrassed. I explained to security and the person who spoke to us originally, that I had traveled hundreds of miles to be here and thought that I was purchasing valid tickets. Luckily, the two of them sympathized with us and granted us entrance. Afterwards, I contacted Viator, told them of my experience and requested a refund. I was denied. Never again.”

Helpful Report

Posted 2 years ago

“We were tricked into booking the wrong tour of Harry Potter in London. We thought we were booking a warmer brother studio tour w a private driver and a driver showed up to drive us to random movie spots. They refused a refund even though the booking was their error.”

Helpful Report

Posted 2 years ago

“no customer service. They take your booking and pmt info and your reservations remain as pending. They do not follow up unless you call the vendor or viator multiple times”

Helpful Report

Posted 2 years ago

“WARNING Do not use this company. We had purchased tickets so my 12 year old could go see the stadium in Barcelona. The tickets were cancelled due to a glitch? They use local tour companies and they don’t verify if the local tour companies actually secure or get the tickets. And they don’t care. I got a well it’s not our fault when I called the customer service number. Horrible customer service and they will try to refund my money sometime with in the week? So they have had my money for a month, without telling me that the tickets were never processed? SHAMEFUL”

Helpful Report

Posted 2 years ago

“Don't use Viator/ Trip Advisor they don't investigate refund requests. I had proof with witnesses including my Uber driver and pictures that I could have taken a swamp your. I booked a tour on Viator/Trip Advisor website based on the “great reviews”. I arrived 1 minute late due to heavy rain to my Jean Lafiatte Swamp Tour in NOLA and was told by the rude staff that the boat already left. As I was leaving in my Uber we saw the boat full of people waiting out the rain. I took pictures for proof and will report this to TravelAdviser but they refused to view evidence or speak with anyone. They are only concerned about the vendor and not customers.”

Helpful Report

Posted 2 years ago

“Our booking to the Louvre was cancelled without explanation. When we tried to book a tour for the next day in between other tours, we were offered a time slot that worked well for our tight schedule but it was changed without explanation again to a time slot that interfered with our other tour. This is a bait and switch. It’s a real shame to come to Paris and miss out on the Louvre.”

Helpful Report

Posted 2 years ago

Viator is rated 2.2 based on 1,102 reviews