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

“This Viator site and application deceives customers. He will never return the money back if I cancel for any . They do not care about the customer’s opinion or the risks that will befall the flights as long as you have booked and paid the money. I lost a lot of money due to bad weather through them. my advice to find another operator”

Helpful Report

Posted 6 months ago

“Visitor is owned by Trip Advisor. Do not trust the reviews on either site.”

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Posted 6 months ago

“I booked a tour for Kyoto with English speaking Gov. licenced guide. I was on a cruise. The cruise port is Tempozan, osaka. They had pickups from different locations and I chose the Tempozan. I was cruising Celebrity line. Two days before the tour, they charged my card. But nobody showed up at the cruise port Tempozan. When I called the number on the ticket voucher, I didn’t get any answer. I waited over an hour without being able to contact anybody. In a foreign country without speaking Japanese I was bewildered. But when I contacted viator, explaining everything, they didn’t return my money $180. I was really very disappointed at viator for including such bad supplier. Later i found out the supplier and their review is awful. The supplier of the service is Konichiwa Japan. Very disgusted customer in USA -Lily Misra”

Helpful Report

Posted 6 months ago

“I love the flexibility and options offered by Viator. You can cancel up to two days prior and don’t even have to pay until that time. I have used them for Puerto Rico, Mexico, the Bahamas, England, and Ireland and deeply regret not using them for our entire upcoming trip to Italy and Greece. However, we look forward to our Viator shore excursion to Taormina.”

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Posted 6 months ago

“My booking was cancelled for no apparent reason. The original reason was because of the "weather" but during the shoot time the weather was cleared and sunny. Then it was stated it was canceled because the water wasn't looking good. Very disappointing because this was for my birthday memories.”

Helpful Report

Posted 6 months ago

“We patiently waited for our tour. There was a football match in Frankfurt. When the tour guide arrived over 40 minutes late he gave us so much attitude. He was clearly upset about traffic, complaining about everything, he made us feel so uncomfortable that we did not want to go with him on a tour. At one point he said “you could not have picked a worst day to take a tour”. Are you kidding me? Additionally Viator never refunded us our money even after explaining this terrible experience. Nobody would have gotten in that van after that, hey take zero responsibility.”

Helpful Report

Posted 6 months ago

“Go somewhere else for a quality customer service interaction from start to finish. They downright suck.”

Helpful Report

Posted 6 months ago

“Do not use, they do not vet the company's these book with. I booked parasailing in South Padre and when me and my family get to the boat we notice the operator has a Trump hat one, not that big of a deal, but once we get out on the water and get hooked up the parachute has Trump on it also, in huge letters, so we have to take pictures with a Trump parachute. Trump is Vile and we were not pleased. But Viator says oh well.”

Helpful Report

Posted 6 months ago

“First and last time I will use Viator. Booked a tour to visit the Grand Canyon while we were in Las Vegas. Two nights before the tour my husband started feeling ill and by the next morning, he demonstrated all the symptoms of COVID. Since he almost died in 2021 from COVID complications my first priority was to get him home to his doctor. He is 86 and has health issues. I got the hotel canceled and Uber picked us up as I was with the airline getting our flights changed to fly home. After we got checked in, I notified this company about cancellation of our Grand Canyon trip the next day. Because I was 22 hours from the trip not 24 hours, they refused giving a refund (even a partial one). When we arrived home and got my husband tested he did indeed have COVID. After going back and forth with the rep from Viator including documentation for the positive COVID test, Viator still refused us a refund. Thanks for caring so much for your customers... this was my first and last time to use your business.”

Helpful Report

Posted 6 months ago

“VIATOR: Most TERRIBLE EXPERIENCE booking our tours with your company!! We will NEVER USE YOUR COMPANY AGAIN. I sent them my phone number to your customer service tl get in touch with me, I asked for your tour guides’ numbers to be able to coordinate. Your company never responded and we missed two of the tours we booked through you!!! We lost all our money, customer service never responded and this company has the worse customer service I’ve ever experienced!! I will NEVER EVER AGAIN USE VIATOR!!! Get Your Guide is so much more efficient, organized and customer service is the best. Viator is HORRENDOUS.”

Helpful Report

Posted 7 months ago

“Impossible to get help. Endless amount of computer run around. Trying to book a tour in Yosemite in September and had to speak with someone whose accent was so heavy it was impossible to understand. I ended up with a booking in July which they tell me is nonrefundable. I will never use this trip advisor or viator again”

Helpful Report

Posted 7 months ago

“We booked a Viator small group tour to Chichen Itza, a cenote, lunch and a visit to Izmal. Our guide was Freddie Guias. The van was very comfortable. Carlos was a great driver. We left Merida very early and got to CI early, missing crowds. Freddie is an EXCELLENT guide. He is Mayan, knows very well history and culture and was able to clearly and thoughtfully explain it to us. We have had guides in many countries and Freddie is at the top of the list. The cenote was refreshing. Lunch at the hacienda there was very good. If you want a good cultural experience in the Yucatan, book Chichen Itza with Freddie through Viator. He can also do private archeological tours in the area.”

Helpful Report

Posted 7 months ago

“I booked an excursion from them in Mexico . The company that had to pick us up from the hotel didn’t showed on the day of the excursion . We requested them for a refund but they denied . I would definitely advise everybody to book any excursion or trip when you are at the hotel but not from them . Very unprofessional service .”

Helpful Report

Posted 7 months ago

“I was having a great time until I had two bad experiences. I went through the correct channels in contacting Viator and the customer service was terrible. They would not provide me proof of what they were trying to get out of...my refund! I have emailed them numerous times and now they are just ignoring me. i have since found out that most optional tours I paid big dollars for are FREE!.....as a previous review says...Viator are scammers. I really hope there are other tour providers the next time I book a holiday.”

Helpful Report

Posted 7 months ago

“They are just a place for scammers and maybe they are part of it, I had the worst experience with one of the companies, they offered us an excursion on Punta Cana, and they gave us totally diferent trip, they took us to doesn’t places, they just cut the trip time to the third they treated us as animals, we were almost 12 people in the trip who complained , and what Viator did? They sent us that they asked the compnay and they answered that the 12 passengers are lying and they did everything as in the itinerary, so Viator just closed the case based on their answer !!!! Don’t use this fake website”

Helpful Report

Posted 7 months ago

“BR-1085582109 Dear Viator, With reference to my conversation with Customer services representative "Anna" at 14.03 hrs on 1st June 2024 , having Just returned from my Honeymoon to from Wales to Turkey - Istanbul and Cappadocia. As a previous loyal customer of Viatour for my holiday excursions all over the world I am absolutely annoyed and frustrated with what one of your tour operators "Sun Smile Travel", did to us 11 hours prior to our , once in a lifetime balloon ride experience, having already arrived from Istanbul to our Hotel in Avanos/Cappadocia at 11.00 hours on 26th May 2024, to get an email CANCELLING our balloon flight, with no explanation or alternatives at all ?? As you can imagine and will see from the photo screenshots, our Honeymoon was a very special Holiday, which was booked and fully paid (non refundable) 6 months prior in November 2023 for May 2024 Honeymoon. We were already in our Avanos Hotel "Sofa Hotel", settling down and planning an early night on 26th May 2024 ready for a 4-5am pickup on 27th May 2024, when the email arrived. We were really annoyed and frustrated and what made it even worse was that we immediately tried to book a different tour for the next morning BUT as you can imagine, being a very, very popular tour, everything was either fully booked until June 2024 or an exorbitant prohibitive price (around 550.00 GBP if we could get one at all?) - considering we had booked 6 months in advance @ 248.23 GBP this was well over double price. Now considering that the whole point of booking and paying early was/is to lock in the best available price at the time of booking, plus paying "upfront" a non refundable full price, I would be very annoyed if the tour company had cancelled 3 weeks or so before, but 11 hours prior to balloon flight ? that is just "sharp practice" by the tour firm - ie - kept our money for 6 months and then when same tour was over double the price to cancel at last minute - IS UNFORGIVABLE and I hope that Viatour come down on this company (Sun Smile Travel) in the firmest possible way. After trying to book a replacement balloon flight for the next day (had to be that day as we had other viator excursions booked for 28th and 29th May 2024 and NO time left in Avanos before the flight back to Istanbul / London on 30th May 2024) the only alternative was to book through the hotel we were staying but still paying 480.00 GBP (almost double) I therefore, would like to make a claim for compensation from this company / via / viatour as the stress and shambles spoilt our Honeymoon really. Please find enclosed attachments Yours sincerely Mr Lewis ---------------------------------------------------------------------- Dear Viator, As it has now been 7 days since I was advised by your customer service team on the telephone to send all relivent details / proof / photo screenshots / etc to yourselves without ANY response at all ??? I think that it is disgusting and so unprofessional to not even receive an acknowledgement of my email complaint ? no reference number ? in fact nothing at all ? Surely as a valued customer (or I hope that's what I am?) this is not good enough, notwithstanding my two complaints against one of your companies you use. Please contact me on the above matter with urgency and explain what is being done about compensation going forward ? Regards”

Helpful Report

Posted 7 months ago

“Canceled my tour the day my family and I are flying to Italy… I reserved it months in advance as I knew its a popular tour. Now I have no way of reserving it as everything is sold out. Gave me a bs excuse of why they canceled. I later read all the reviews about Viator how they sell fake tours and then cancel last minute all the time. Will never use Viator again. Such a disappointment.”

Helpful Report

Posted 7 months ago

“DO NOT book with this company. Booked prior to visiting city and operator provided incorrect information at time of booking which resulted in me being unable to attend tour as planned on the day. When calling them they haven’t got a clue what they are doing and cost me £55 to speak to them with no solution. The tour guide called me and advised not the first time they have had this with Viator, I requested a refund and currently says rejected when Viator double booked the ticket!! Customer service worst I have experienced and would need use them again as no trust and see from previous reviews they are robbing people left right and centre.”

Helpful Report

Posted 7 months ago

“Many of the postings on Viator are a scam. Viator will then cancel bookings without notifying you. Was also severely disappointed in the Viator customer service reps; when I called to express the concerns about a fake listing and that the operator doesn’t give appropriate notice, they hung up on me twice and refused to take this listing off the website. I honestly don’t think I’ll use Viator again for booking experiences as they have no investment in the operator doing a good job and don’t have accountable customer service.”

Helpful Report

Posted 7 months ago

“I have been using Viator for over 15 years overseas with good to great results. My first time stateside was not so good. Booked a 4 day Giant Ring Trip out of LV, they put us on a Asian Only trip, most did not speak English, the ones that did ask us why we where on their tour. We felt isolated and at first not wanted. Tour guide tried to make the situation as good as possible, but why didbthis happen. I will not use Viator again”

Helpful Report

Posted 7 months ago

Viator is rated 2.2 based on 1,134 reviews