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 bought a tour ticket from them to visit Mr Fuji in Japan. I had a very bad experience with the tour organiser and They did not even bother to listen to my problem. Never recommend them.”

Helpful Report

Posted 5 months ago

“I have tour using via tour and they rubbed us for paying which we didn't get. They are not refunding us for the service that we didn't get from them. Since the customer is not from Canada. They just refuse to return the money. What a nice move. Until now I am very upset. You book a flight, hotel to see niagara Falls and experience but no help or other options. That day we are struggling for waiting for the bus while we are wet because it was raining.”

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Posted 5 months ago

“I had a tour scheduled for 5/21/24. On 5/7/24, I canceled my tour due to an injury. My Viator account clearly said that it was canceled. On 5/19/24, while I was on said vacation, I was notified by my bankcard that Viator charged my card$130. I immediately got online and contacted Viator. I chatted with 3 different people 3 days in a row. All they could say was your tour had been canceled and there was no charge. Yet there was clearly a charge that is still on my card as of 5/29/24. I am now having to go through disputing the charge through my bank because Viator will do nothing. I would NEVER use this company again. And I will male sure everyone I know will not use them either.”

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Posted 5 months ago

“I have traveled with Viator in 4 different countries. - but i just returned from Dublin and honestly - you've outdone yourself. We booked a "food tour". Not really expecting that much WoW! Our guide - Granya - I know I'm misspelling her name. We went to 3 pubs sampling different dishes along the way. But this woman turned this day into a day of learning about Ireland's history and culture. She was amazing and if you can tell her about this rave I would be grateful .”

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Posted 5 months ago

“Terrible company. I had a medical emergency and they still wouldnt refund my costs, dont ever use this company.”

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Posted 5 months ago

“I purchased tickets for an event with Viator. Credit was used to purchase them. Received confirmation from Viator. When I tried to retrieve the tickets. I received a message that order was canceled. Viator never contacted me to let me know that they canceled my order. I called my credit card company and they stated Viator charged the card, but then canceled. I called Viator to see why they canceled and was on hold for a very long time and they never got back to me. Very disappointed in Viator. I had to call other companies at the last minute to purchase new tickets.”

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Posted 5 months ago

“Bought tickets of colloseum which said skip the line. It was self guided tour. On the day struggled to find them and when I eventually did she didn't know my name and then called people and realised I should be on the list. Sent me entry passes for completely random people. I asked as it said to bring ID and they check. She dismissed it saying it'll be fine and if they stop at security checkpoint then come back. Not only was this against GDPR and data protection, it was dangerous and could have gotten me into trouble. Had to still stand in the line for 45min before I got in panicking throughout as ticket wasn't in our name. I wonder if they gave tickets with our names to other people which would be another data breach. On the way out I realised the tickets cost €16 for which I had paid them €42.90 per person”

Helpful Report

Posted 5 months ago

“I booked a tour on a Viator tour on Trip advisors website. It was written that I could cancel the tour up to 24 hours beforehand for a full refund. I unfortunately had to cancel the tour and I notified them 1 full week in advance. They denied getting my phone call , then refused to refund my money. I contacted my credit card company -explained the situation and the credit card company refunded my money. I then received a threatening email from Viator demanding that I contact my credit card company and request that they refund Viator the money back -or else-Viator would report me to a collection agency and take action to get a refund with interest fees accrued. I did NOT contact my credit card company to have them refund the money. But after a month my credit card company contacted me to tell me they refunded Viator and that I would be responsible for dealing with Viator directly to get my money back. So WARNING-DO NOT DO BUSINESS WITH THIS CORRUPT COMPANY-YOU WILL LOSE TIME AND MONEY!!!”

Helpful Report

Posted 5 months ago

“Absolutely the worst. Did nit come through on any of our reservations even after dropping 550.00 on a private tour. Supposedly the operator even confirmed with tour company tickets were good to go. Found out 1hr after tour to start that it had been cxd. Of course couldn't get tickets anywhere for once in lifetime attraction.”

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Posted 5 months ago

“As a business owner, I do not recommend Viator. They steal our Trip Advisor Reviews and attach them to their products rather than posting to our Trip Advisor Business page. Full disclosure: Trip Advisor and Viator is the same company!”

Helpful Report

Posted 6 months ago

“I booked a 1:30pm cruise and when my confirmation email came it said 9:30am. I called the company to rectify and they said there was nothing they could do. I wasn't even looking for a refund. I just wanted them to cancel and rebook for the correct time. Terrible customer service. Do not trust them.”

Helpful Report

Posted 6 months ago

“If I could leave 0 stars I would. We have booked through here before and not had issues but this last booking and customer service experience has been awful. We were considering booking some tickets but my husband and I were discussing it. My husband handed our under age son his phone do did our passports out of our bag while we were walking by the Vatican and our son confirmed the trip. We canceled immediately but they do not want to refund us over 500 dollars. Very disappointing and unprofessional. We will discuss with our bank once we get home. We will not book with them EVER again and will make sure all of our traveling friends don’t use them either.”

Helpful Report

Posted 6 months ago

“This company is completely corrupt. We have had countless issues over the years & have had to fight every time for a a full or partial refund for Tour Guide Shows, Bait & Switch tactics, etc. Our latest issue- we booked a Full Day TOUR with our friends in Italy. When the driver arrived she immediately told us “Sorry we didn’t have a Tour Guide available today, I can drive you but you’ll be on your own.” It was too late to make a new reservation so we accepted. She told us to request a partial refund from whoever we booked the tour. We were given no maps, no guidance, nothing. Every tower & museum in the Tour Description required pre-purchased or skip the line tickets so we weren’t able to do or see any of the Highlights listed in the tour description. I requested a 50% refund upon our arrival home. They denied it. I filed a chargeback case with our credit card and received this THREATENING email with the wrong facts from them (photo below). We will be fighting this & reporting Viator to our State Attorney General as we believe threats such as this based on incorrect facts are illegal.”

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Posted 6 months ago

“So I booked an excursion for 19/6/24 so many confusing advise before the trip. These are my issues Once booked you get a confirmation It is very confusing ‘Before you go’ Viator says confirm pick up by email or phone, then told no need to do that, then Viator says phone send a message to SUPERPHONE, (?) then Viator said send an email, then in two messages DO NOTHING unless cancelling So many emails I hope Viator read, ensure EVERYONE sings from the same hymn sheet”

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Posted 6 months ago

“Full description is misleading make sure to look at all pictures cause the last picture will have more details that you need. Scammers.”

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Posted 6 months ago

“Viator is awful! Do not use them! We were 9 min to your trip and they cancelled our tour then offered the next day and cancelled on us and no refund! Do not trust them!”

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Posted 6 months ago

“Refunded an experience without asking me where I wanted the money sent to, just went back to the original payment method, which was a gift card thrown out a year ago. Would have been happy with a credit, but no chance was given to communicate this, they didn't even send a confirmation email, so I couldn't quickly let them know before it cleared. Unprofessional. And will quote TOS instead of common sense and try to work with you. Do not use a card you may not have in a month/years time, they will not send to another card. Your money is lost.”

Helpful Report

Posted 6 months ago

“Sh*t company, sh*t service - I stupidly booked the wrong date and there was less than zero interest in helping me resolve.”

Helpful Report

Posted 6 months ago

“Bombarded with emails, inaccurate information, poor description of tours. Supposed to send a link for tour waiver. Never got it from viator, had to o directly to actual tour company.”

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Posted 6 months ago

“I would put minus but no facility to do so . I booked a tour through Viator . Unfortunately our transport was delayed . I contacted the tour company from 6 am and other times during that day via Viator and WhatsApp to just reschedule . I had NO response from tour operator at all . When I contacted Viator to complain I eventually received a message 2 days later only because Viator contacted them . Surprise surprise the tour company is now stating too late to reschedule/ refund . But why didn’t they contact me on the day ??? I will pursue thus as it’s blatantly wrong for these people to be able to get away with this and get supported doing so .”

Helpful Report

Posted 6 months ago

Viator is rated 2.2 based on 1,102 reviews