Viator Reviews

Name: Viator
Address: 360 3rd St #400, San Francisco
Rating: 2.14

2.1 Rating 1,172 Reviews

28 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.1

Based on 1,172 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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Mari

Viator 1 star review on 25th January 2025

Colby

Viator 1 star review on 11th January 2025

Douglas Belaire

Viator 1 star review on 5th January 2025

Haydn Thomas

112

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“We booked a tour to Caminito Del Rey from Malaga Spain. This tour was Booked June 21,2021. I received several confirmation emails from Viator. The tour was scheduled for April 14, 2022. When we arrived at the meeting point, we were told we did not have a reservation (even though we had a confirmation from Viator). After 40 minutes on hold with Viator, we were told that everything was sent to the local tour company. When we contacted them, they said they never received a confirmation from Viator.”

Helpful Report

Posted 3 years ago

“On March 30th this year, I purchased Camp-Nou F.C.Barcelona stadium tour tickets from the website www.viator.com I purchased tickets from this website several times before, and each time, after buying tickets to the experience, the tickets were emailed directly to me. However, after the purchase, tickets were never emailed to me on this occasion. Instead, I received a "voucher," which needed to be brought to a tour operator to exchange for the actual tickets. However, nowhere on the Viator website did it state that it would be a voucher sent after the purchase, not the actual tickets. Furthermore, it was not noted anywhere on the Viator website that the customer would need to travel to a tour operator's office (Julia Travel) to exchange the voucher for these tickets. My issue was that I was hours away from the tour operator's office after purchasing from Viator. Thus, I called the tour operator by phone ( Julia Travel), and they refused to email me the tickets; they stated I must collect them in person, which will also not be possible today. I asked why I could not collect in person, and they advised that the office was closing! Thus, I purchased tickets from Viator.com to go to the Barcelona stadium tour on March 30th at 16:45, and the tour operator where I had to go to exchange the voucher for the actual tickets was closed! So it was never even possible to get the tickets on this date. I contacted Viator travel, and they told me I needed to get a Refund from Julia travel. Then Julia travel sent me back to Viator, advising that Viator is responsible for the refund. It turns out that Viator needs to do the refund, and Viator has sent me an email now advising that the refund request has been denied. To me, this is clear fraud. Under the law, I believe I'm entitled to be made aware of a cooling-off period on their website for a product or service, and I also never was at any stage. Nor was I made aware (at time of purchase) I was paying for a voucher, and not the actual tickets. The purchase was made for an experience on March 30th, and as the tour operator was closed, I could not even go to the experience on this date. Due to this, I requested a refund, and Viator has denied the refund request. I made a video to demonstrate the purchase on their website to clearly show there is no mention of having to exchange a voucher or travel to a tour operator company: https://www.dropbox.com/s/m9aekxtacf3obgb/ViatorFraud.mp4?dl=0 Please never use this company. Wish I saw reviews about them before. Complete scam.”

Helpful Report

Posted 3 years ago

“DO NOT BOOK THROUGH VIATOR!!!!!! Their customer service is terrible! It's cheaper to book directly through the tour company. You will schedule an activity for one time and viator will change it with no notice. I booked an excursion for April 8th and viator changed it to September 2nd!!!! Book directly with the tour company. I cannot stress this enough.”

Helpful Report

Posted 3 years ago

“We booked a kayak tour on Viator. When they went to put the charge through 3 weeks later, 2 days before the tour they had trouble putting the charge through so they cancelled the reservation with no conversation. Since these tours are in very high demand the opening was immediately filled so we were left high and dry.”

Helpful Report

Posted 3 years ago

“The Tuk-Tuk we booked with Viator CRASHED into a car door 25 minutes into a 1.5HR tour of Porto costing £37. We wasted hours at the scene supporting the driver, then when we requested our refund we only received £5! Obviously, we queried it but customer service was completely unhelpful. They never even asked if we were OK after the accident! What a joke of a business. Having now read reviews about them, I see that they hate returning money. Avoid.”

Helpful Report

Posted 3 years ago

“This company is problematic . Viatour just adds extra cost and has no infrastructure. I lost my payment due to the cancellation policy. Do not book through them go to the local tour company directly and you will be much happier.”

Helpful Report

Posted 3 years ago

“Don't expect to get your money back if your excursion is a last minute cancelation. Customer service was not helpful at all!”

Helpful Report

Posted 3 years ago

“Via tor tours failed to provide the right time they will pick me up from the hotel . The website mentioned a 2 pm pickup and they called me at 1 pm. I was moved to a 4 pm trip with 2:45 pm pickup. It’s 3:30 pm and I am still waiting in the hotel lobby. They have absolutely 0 liability. Another example of how inefficient New Orleans tours have become after the pandemic.”

Helpful Report

Posted 3 years ago

“Not only are they extremely unprofessional, they believe they Re beyond reproach. After one of our party tested positive we asked to simply be rescheduled rather than expose the entire group. They stated this was not a valid reason and would not reschedule us. I don't recommend using them”

Helpful Report

Posted 3 years ago

“Viator does not abide by cancellation policies, they are rude, do not abide by FTC guidelines, it is difficult to get a refund even if no service was given. Please know your rights if you book with them (which I do not recommend that you do) and do not be taken advantage of. Book directly with guides and do not use Viator. Predatory or threatening emails is not a form for quality customer service, book elsewhere.”

Helpful Report

Posted 3 years ago

“Booked a car at Charleston airport. They were a no show. Find another car service.”

Helpful Report

Posted 3 years ago

“I am currently in lower antelope canyon. All of the tour guides know that when you book with this company they don’t provide you with an address to the location. So we drove to 4 locations to find it and they all told us that this is very common with you company. If I don’t get a refund I will never use this again. You tickets don’t pull up at all The confirmation numbers are not in any system The location had my name on a piece of paper. Stressful way to stay our vacation”

Helpful Report

Posted 3 years ago

“They really dropped the ball w/ Itinerary # IT-1251591586 - The tour operator CHANGED the location to across the street.... I had no way reasonable to know--and then he left w/ out me when I found out calling him at 8:00 and ran across the street at 8:01-- because I was 59 seconds "late" --even though I arrived at the CORRECT address 15 minutes early. Viator is a booking site but they won't help the consumer when their tour operators defruad you..I reached out and they gave me a bogus stock reply and a small coupon.”

Helpful Report

Posted 3 years ago

“My holiday to the USA got cancelled due to covid in 2020 and Viator agreed to rebook my tour on a later date but when we wanted to rebook they would not reply after 6 months of trying.”

Helpful Report

Posted 3 years ago

“Don’t do it! Even if you can use your reward points…not worth it!! Booked two tours through them in the Dominican Republic both were like a bad dream! The 1st tour was just safety concerns and an overall rough experience and the 2nd was a fishing tour, 4 ppl got sick from other parties and they turned the boat around. Which is understandable, but we didn’t even get to fish and I’m still going to be charged??? How does that make sense? Wasn’t our party that was sick. They can’t even do the right thing and partially refund, something?”

Helpful Report

Posted 3 years ago

“DO NOT use viator! Worst website ever! I have booked countless experiences here and will not recommend it any longer. I recently booked a tour in Alaska and entered my pick up location in. The tour company INTENTIONALLY contacted me less than 24 hours before our tour to tell us that they cannot pick us up at our location. Viator now tells us we will not receive a refund of $450.00 back even though we did not attend the tour nor was this our responsibility. It lies on the tour company and Viator to double check and let their patrons know ahead of time if the pick up location is out of bounds. How would a tourist know if they could or could not pick up at a specific location? Crazy. So horribly unprofessional. I do not often write negative reviews but this one was a MUST! Funny thing is a viator agent specifically told me I could not receive a refund so viator “replying” to contact them to resolve this issue is all for show. I can’t reply to their comment personally on here so I wanted to give future clients a show as to how this company really operates.”

Helpful Report

Posted 3 years ago

“Very unhelpful customer service. I wanted to reschedule instead of cancel my reservation- instead they wouldn't let me do either because due to their lack of timely response my reservation fell into the 24hour window when i finally heard back from anyone. Wouldn't accommodate anything accept collecting the full amount for a tour I was unable to go to. Unhelpful, doesn't accommodate, poor communication. 0 stars”

Helpful Report

Posted 3 years ago

“Worst travel experience of my life Worst travel experience of my life! Viator left me stranded in Egypt for a Nile cruise that never existed. The tour operator never showed, never answered and Viator used every excuse to avoid assisting me in any way. I could’ve died in a foreign country and they still didn’t care.”

Helpful Report

Posted 3 years ago

“Viator Trip Advisor let me down horribly. Not only did they not honor refunding a Puerto Rico Food Tour cancellation I made through their partner Global Experiences in Dec 2021, but when I went to Jamaica in Jan 2022 Viator/ Caribbean Tours canceled a catamaran cruise on my birthday! LESSON LEARNED: I lost $500 to the Viator scam and I will look to schedule with a more reliable service than Viator in the future. :(”

Helpful Report

Posted 3 years ago

“I wouldn’t recommend booking tour through Viator. Booked a 5 day tour for me and my husband. We were packed and ready waiting at the hotel entrance to be picked up and guy on the phone kept promising that someone will come early at 7:30 am. on the start day of the tour. No one came. Our trip and entire day got ruined and wasted. The guy said there is no one on the tour except us so trip is cancelled. That was unbelievable. Why did viator book our trip at the first place? Kept us in dark. I will never trust Viator again. We owe apology and compensation for ruining our vacation. B. Shah”

Helpful Report

Posted 3 years ago

Viator is rated 2.1 based on 1,172 reviews