Viator Reviews

Name: Viator
Address: 360 3rd St #400, San Francisco
Rating: 2.18

2.2 Rating 1,134 Reviews

29 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.2

Based on 1,134 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 11th January 2025

Douglas Belaire

Viator 1 star review on 5th January 2025

Haydn Thomas

Viator 5 star review on 30th December 2024

Anonymous

Viator 1 star review on 26th October 2024

Steven Thomas

107

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“If you’re coming to Pompeii with this company… don’t. Their customer service is so horrible. I didn’t book at trip to be aggressively shouted at. Alessandra should be fired! Honestly I feel so accosted, to have person you’ve hired as a tour guide actually shove you to get at your own phone to prove a point was pretty terrible. Im still shocked it happened.”

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Posted 2 years ago

“Very expensive and the hour and place changes 100 times, never again, so much money for nothing, very bad experience!”

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Posted 2 years ago

“I was sent emails Saying here are your tickets but when I opened them on day , it said I had to collect from another place. We went there and were told we were too late (40 mins) to collect. I have walking difficulties . I spent £50 on fast track into Vatican museums and there wasn’t actually a queue at 10am Monday August 2022. They refuse to refund me. Other reputable firms email tickets without need to go to another company’s office to collect or have someone outside the attraction. And charge so much extra . The other company’s office was hot busy a long queue and no disabled access - down steps”

Viator 1 star review on 29th August 2022

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Posted 2 years ago

“I booked a tour through Viator for a private tour on Prince Edward Island. After 6 weeks, the tour guide suddenly canceled. By then it was too late to book another. Viator was very unhelpful. Not offering any assistance to help me or offer discount. I thought booking through Viator would be safer than many smaller tour companies. I was wrong.”

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Posted 2 years ago

“We booked a bicycle tour in Amsterdam with Viator. You could choose the language and we chose 'English'. When we arrived at the tour company, there was only a tour in Spanish that day. We don't speak Spanish, so couldn't do the tour. The company told us to contact Viator to get a refund, which we did. Now Viator claims there was nothing wrong with their website, because they 'investigated' it. The title of the product said bike tour SPA so we should have known that is was in Spanish because SPA stands for Spanish. How should we know that it stands for Spanish if they don't specify it and give you the option to chose the tour language. On our voucher it clearly stated 'guide language: English'. So how can they claim they made no error? We contacted the bike company again and they also claim the error is clear and made by Viator. So they won't give us a refund either and they won't help us with contacting Viator and support us. Conclusio: we paid 154 euro for nothing. Viator doesn't help people when something goes wrong. I'll never use it again and will advise everyone not to use Viator.”

Viator 1 star review on 28th August 2022

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Posted 2 years ago

“I booked a trip after reviewing the trip I had concerns that I would have issues getting to my flight when I contacted the agent with in the 24hr area she told me she would ask the tour guide but they weren't open and sent an email on my behalf and it went passed the 24 hrs and when I explained my concerns they told me no refund so I canceled the trip. well 2 people in the party changed there flight and that gave the opportunity to change dates and do the tour on the next day. All they kept doing was referring to their 24hr policy and now I'm out $130USD cause the company won't work with you on date changes or cancelations.”

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Posted 2 years ago

“The small group tour to Dachau concentration camp with James was fabulous! So informative and knowledgeable. He was gracious and mindful of our needs as well as stuffed with info. A wonderful trip”

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Posted 2 years ago

“Totally unacceptable!! I booked a trip through aviator for the Spirit of Baltimore Dinner Cruise with buffet, the price on the website was $112 person and when I spoke to the booking agent she also quoted $112 per person. However when I completed the purchase online with the agent still on the phone , the price charged on my card was $133 per person. The agent did not know why the price changed and said the would contact a manager . I received an email response ‘that cost for this tour varies depending on the date, especially on the weekend “. After I expressed my dissatisfaction and asked that they honor the price posted on the website and was quoted by the agent. I still have not received a correction to the ticket price. This company is promoting FALSE advertisement. If I could have given a zero I would have done so. I will never use this company Viator again. This was a trip for my sisters birthday and the experience with Viator ruined my weekend.”

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Posted 2 years ago

“Do NOT use Viator to book excursions through TripAdvisor! *They OVERCHARGE what the local company would charge you directly online from the local company's own website. *They do NOT provide accurate information about what a company would have actually charged. *They do NOT uphold their "promise" for the "lowest price guarantee." *They do NOT reply to specific questions or comments via emails or phone calls. Instead, they repeat the same "information" from a script without addressing the specific questions or comments. And they will repeat the same "script" every time on every email or phone call. *They do NOT follow the terms and conditions clearly listed (in English) regarding the time frame for which to submit a claim. *They cannot be trusted. Avoid booking through Viator!”

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Posted 2 years ago

“Maria was our tour guide for the old city in Zurich and she was fantastic! It was easy to book and since my family were the only people on the tour, she customized it for us as we went along. Learned a lot of new information even though I had lived in Zurich before. Would use this site again! Highly recommend.”

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Posted 2 years ago

“DO NOT BOOK WITH THESE PEOPLE. We booked two tours in England, and both were a nightmare. They sent a young girl who didn't even have a sign, so when you exited the bus you couldn't find her. My wife and I were lucky, on the first bus we sat in the second row, so we were off early. Luckily we were with my niece who runs fast because the lady sped off the bus. My niece could barely keep up with her. My wife covered the middle between my niece and myself, so at least we made it to the front gate. The lady ideally passed out a few tickets to get in. We rushed in and realized that half the tour wasn't with us. We had to scream at her to go find the rest of the people. She eventually found some of them. We toured the first location and when done we saw some of our tour standing by the entrance. We asked them what was going on. The lady never came into the Castle and didn't tell them that it wasn't a guided tour, so they were waiting for her. Believe it or not, THAT WAS THE GOOD TOUR. When we showed up for the second tour we saw the same unprepared lady. Once again on the bus ride, she told us very few facts and said we should "take a nap" until we got there. Again, we were smart and got in the first few rows. Upon exiting the bus at the attraction, it was parked so far from the curb, that I FELL AND FRACTURED MY SHOULDER. The women paid no attention, wrote no report, and just started to hurry off. My family picked me up, and by the time I got my wits about me, the tour was gone. I sent my niece who told the women to stop, which she did. When I got to her I politely, yet firmly pointed out that she'd better slow the heck down before I and a few other patrons lost their tempers at her. She did slow down, but once again ended up losing people. THIS COMPANY IS A NIGHTMARE.”

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Posted 2 years ago

“**DO NOT BOOK WITH VIATOR. GO ELSEWHERE** We booked two tours with Viator, one was great but on the second we were scammed by the tour operator and Viator refused to refund our payment. We supplied all the evidence and a full account of what happened but they refused to refund any of our money. If you read other reviews you will see similar stories where Viator refuse to refund tourists that have been scammed. This event put a complete downer on our last day in Rome. Save yourself the trouble and go elsewhere.”

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Posted 2 years ago

“Booked tickets for Parthenon, could never download our tickets, kept getting error messages and when I checked another page it said we have no tours scheduled “past or present”. After 45 minutes of trying in the Athens heat and getting further back in the line I broke down and bought 2 tickets at the box office for 40 euros. After contacting “customer support” I was told that I was not entitled to a refund because they emailed our tickets even I sent them screenshots of the error messages. I asked 5 times “we’re our tickets used at all?”…they would never answer our question. I will never use this company again, never received our tickets and they charged $57 for something I bought on site for a third less and only waited behind one person. All I asked for was a refund of our $57 OR, the 40 euros I spent for replacement tickets…and never did answer if our original tickets had been used at all. They did offer us replacement tickets for another at another time, unfortunately we were 100 miles gone on to our next cruise stop.”

Viator 1 star review on 12th August 2022

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Posted 2 years ago

“ABSOLUTE SCAM They do absolutely no due diligence on the resellers they work with who take your money for a few weeks, earn interest, then cancel your booking and only give you your money back in 7-10 days. Viator has no information on these resellers, can't get a hold of them, and has no control of the booking. Do not trust a connotations that willingly works with other dodgy companies”

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Posted 2 years ago

“THE WORST COMPANY - DO NOT GO WITH THEM. THEY SPEAK TERRIBLE ENGLISH. THEY MAKE PROMISES THEY DON'T KEEP - ITS A NIGHTMARE WORKING WITH THEM. THEY HAVE MADE MY VACATION A DISASTER.”

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Posted 2 years ago

“Awful! I’ll never use them again. My booking did not show up on their website and the supplier they used would not respond to my e-mails. I ended up having to block the transactywith my credit card company.”

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Posted 2 years ago

“I booked a trip with Viator. They sent me an email offering me $15 off my next booking in the next 13 days. The website wouldn’t let me use it. When I called in I was told you could only use it with the app. I downloaded the app and it still didn’t work. When I called back they told me it was an invalid code and they wouldn’t honor it even though they sent it to me. The agent kept asking me if I wanted to book the tour any way and I told her I wouldn’t book with a company that what they were doing was false advertising and I wouldn’t book the tour with them. I’m also considering cancelling all of my other bookings. It’s not the $15 as much as their deceptive practices.”

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Posted 2 years ago

“Viator Customer Service is Terrible. I am traveling to Cairns, Australia and I want to find out weather their dive boats accept NASDS Certification and they will not tell me. My son booked the reservation with them so they will not tell me. I have to make a reservation first in order for them to tell me. This is no way to run a business that expects future bookings. I would give them ZERO STARS if I could.”

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Posted 2 years ago

“I was booked on the excursion 'Grand Kuranda Incl Skyrail, Kuranda Scenic Railway and Rainforestation (CKBB)' scheduled for April 22, 2022. The railway part of the trip was canceled, because of an issue the day before, and we were told this after boarding the bus. I have tried to get a refund for the railway portion and this company has ignored my requests. My travel agency has tried and I even went through the BBB. Terrible customer service and I wouldn't recommend.”

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Posted 2 years ago

“Coco Bongo Playa Del Carmen Gold Member VIP Night Out by After Dark Return transport did not arrive, leaving us stranded in a hostile area of Playa del Carmen. We managed to locate a local taxi and paid 700 pesos to get back to our hotel. Viator have refused to acknowledge the issue and will not refund the taxi fare. I'd recommend booking with your tour operator or making your own arrangements. Avoid this trip on Viator.”

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Posted 2 years ago

Viator is rated 2.2 based on 1,134 reviews