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

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

“Had a great tour of Olympic national Park Kevin are tour guide was awesome very knowledgeable everyone on the bus had a wonderful time I think we'll be back for another tour with him soon. When we went back to our hotel we told other guests there about the tour and they were going to book along with one of the staff members.”

Helpful Report

Posted 1 month ago

“I bought tickets for Vatican museums and Sixtine Chapel for 6 people (via Viator) on 5th October 2024 at 3.30 p.m. It was raining, there was a strike of public transport workers, it was impossible to get a taxi. We were there for 3 days so we decided to walk around, doesn't matter that we were wet, we wanted to use those three days as mich as possible. Two (2!!!) hours before we were supposed to enter, Viator informed us that our tickets were cancelled. The explanation was trivial. So, we didn't see the museums. They kindly informed us that we can still wait and buy them at the entrance. REALLY?? Well, we bought them from you, Viator,in order NOT TO WAIT FOR FEW HOURS!!! The best thing was that at that moment the tickets were being sold on their site for much higher price. A terrible experience, terrible business, terrible everything!!!! I rated it 1 star as that's the lowest, but if there was 0, you would get that. Only good thing was that they refunded our money in 2 days.”

Helpful Report

Posted 1 month ago

“I will never use this company again after having booked over 12 tours with them. Viator charged me twice for the Santorini Private Sights Tour $328.12 each time. When I originally booked the tour for Sept 30 2024, I accidentally overlooked that the day I placed the booking on July 2 was the default day for the tour I wanted Realizing my mistake I immediately cancelled and rebooked the correct days. My credit card was then charged again two days prior to the actual tour. I called Viator several times and they said that because my original cancellation was inside their 24 hour cancellation policy they would not refund my money even though I had immediately cancelled after my inadvertent transaction. They are scam artists and they kept my money even through the tour operator received nothing for the transaction.”

Helpful Report

Posted 1 month ago

“Canceled pickup from cruise ship 2 days before pickup date via Viator website. (see screenshot). Also canceled 3 times with tour provider as they kept sending me updates. It appears the website cancellation did not work, and the tour site ignored me. I am out $517.”

Helpful Report

Posted 1 month ago

“We booked a freedom trail tour in Boston and arrived before midday when tour was meant to start. Waited for 15 mins when another couple turned up to say that it had been cancelled. They have taken our money and I have asked for refund but had no reply. Viator are a bunch of thieves and I would not touch them with a barge pole.”

Helpful Report

Posted 1 month ago

“Your tour guides, mis lead on pickup points and ,even after prior complaint.you deducted our money without any refunds. Tourist voice is not acknowledged by you...Never again viator”

Helpful Report

Posted 1 month ago

“I booked a private car pick up. i know the Viator policy about being late for your car . if late you loose your money. they required my flight number to help with this. flight was late and my luggage was the last off the plane. so yes i was late. They did not wait will 30 other drivers waited. i called asap and they said to late. i filed a claim to get my money back and was denied. i called my hotel and they sent a black car service to pick me up. i paid them also but was 30 percent less than viator. lesson learned call the hotel and use someone good. They will not refund the money. Very bad Customer service.”

Helpful Report

Posted 1 month ago

“This company is probably a registered business but I found them difficult and elusive to deal with . Months ago I booked a tour of Paris catacombs and seine tour . They issued a voucher which had scant details .No ticket just a meeting point at entrance of Catacombs where the voucher said tickets would be issued. Arrived at correct time only to be told this voucher was not sufficient. Went online to viatour and lot of back and forth finally got a ticket . I think this company operates on making things difficult. They already have your money and if you don't show up don't have to pass it on to the operator . Some people would give up and write it off. I suggest avoid this company, go direct to tour operator”

Helpful Report

Posted 1 month ago

“Today we went to private tour from hurghada to Luxor booked with Legacy tours and it was amazing. See valley of the kings, Karnak and palace of queen Hatchepsu.Especially our tour guide Ahmed .He is number 1. His knowledge of Egyptian history was brilliant. He tells stories about all well known pharaohs and Queens , make it so interesting. He was very helpful all day, keep us safe in today's heat. Take us for lovely lunch. And he knows everyone around sites. 😊. Will definitely recommend 5* ++”

Helpful Report

Posted 1 month ago

“I was scheduled on a 10 am Eiffel Tower tour today. My Uber could/ would not take me to drop off as streets were closed for big running race. I missed group but went in to west entrance. Still did not meet up. Contact on phone told me to go to meet up spot for 12:00 tour so I got there and No group then. Contact told me to go back to pick up at 12:20 but I was already in tower ticket line. No way I could walk back! Yesterday I had a great Normandy tour through Viator. I would like my €89 back from this fiasco!!!”

Helpful Report

Posted 1 month ago

“We booked a gondola excursion in Venice. We were very deceived. We were of the impression that our meeting point would be at least within walking distance of our ship. The day of the excursion, which was scheduled for 5:00 pm. We were notified by their transporter at 1:00 to see if we could move our meeting time to 3:00 pm. Sure. When they sent us directions, we found it was a 2 hour drive plus a 30 minute river ride to our destination. This would mean we would have to pay a taxi to and from. Not to mention coming back would be in the dark and in a foreign country. By the time we discovered this, they would not refund our money. We were out $262.42. Travel agents take note.”

Helpful Report

Posted 1 month ago

“Terrible to deal with. I booked for a go-kart tour and received a confirmation number. The next day I was told that the time slot I booked was unavailable but could I come an hour earlier; I accepted. The next day I was told that my chosen date was unavailable and they offered me a different, more expensive tour. All of my friends went through the same thing. Terrible company.”

Helpful Report

Posted 1 month ago

“Our guide was wonderful. Very knowledgeable so that was nice. I think the company that manages is far away from the actual location. Leave yourself LOTS of extra time even if google maps says 15 minutes leave twice or three times that. When you get to location it isn't always easy to spot your person and there might be a couple extra things you need to do..store your small back pack etc and there won't be time to get that handled if you need to. This "skip the line" as it turns out was still over 30 minute wait so don't book things too close together. If you don't like history much don't bother with this tour. The inside of the cathedral isn't as impressive as many others from a visual perspective.”

Helpful Report

Posted 1 month ago

“I have had a similar issue. I can’t believe TripAdvisor supports Viator. The customer service sends you in wild circles when all you are trying to do is not be double booked. They have not sent the right information to the touring company and have caused a $150 tour to be completely useless. I contacted them ahead of time and they refuse to do anything at all. It is even a sold out tour. They could easily fill the single seat. Don’t fall for the pretty pictures and the great advertising, Viator has terrible customer service and more or less appears to be a scam. Use Airbnb whenever you can, the experience is entirely opposite and positive.”

Helpful Report

Posted 2 months ago

“If I could give zero I would. Tried booking multiple times. Each time I thought I had a reservation, several days later I was cancelled with no explanation. Wasted valuable time I could have booked with a reputable company. Now it’s too late to book with anyone. Don’t let them ruin your trip too!”

Helpful Report

Posted 2 months ago

“Horrible company! Made a mistake in booking a NYC tour - chose the defaulted next day instead of the one I wanted and they refused to refund. Called them twice and the tour company and they all refused. Granted, it was my mistake but IT WAS A MISTAKE and I still wanted to book at a later date. So a $200 tour cost me $400. Great way to make extra $$$ if you ask me!”

Helpful Report

Posted 2 months ago

“Viator’s vetting of tour companies is poor. In Ketchikan Alaska they do business with a very shady company called Seaside Tours. They claim to be located at 121 Front Street which is not a valid address nor are they located in the Visitors Center (131 Front Street) as advertised on web site. We were inside Visitors Center before our tour meet time and no one had heard of them or 121 Front St. Finally one person had heard of them and stated they receive many complaints as they randomly move around meet spots unlike ‘legitimate tours’. Stick with tours that have been checked out by your cruise line. We learned the hard way.”

Helpful Report

Posted 2 months ago

“My fiancé had a medical emergency at the Louvre in France, and this company refused to give us our money back. No wonder they have a 2.3 this company is terrible!!”

Helpful Report

Posted 2 months ago

“We booked a tour out of Munich to see Eagles Nest on Viator (Gray Lines was the operator). We found out the trip was cancelled due to snow so we were offered an alternative tour. I have no issue with this policy, especially if conditions are unsafe. However, Viator's FAQ states that they will notify customers of changes. This was not done. Over 40 people were on the bus and most were not informed so they couldn't reschedule or cancel. We actually found out after the bus left the station that we were not going on the tour we paid for. I even asked the guide as I was getting on the bus if we were going to Eagles Nest and he said yes. This is not only unprofessional, but also unethical. We all feel scammed. I contacted both Viator and Gray Lines requesting a refund and was denied. They said they had short notice of the closure, but that was not true. The Eagles Nest website clearly posted the closure a week ago and said they won't be open until September 25th. PLEASE BEWARE THAT THE TOUR YOU BOOK WITH THIS COMPANY MAY NOT BE THE ONE YOU EXPERIENCE. MAKE SURE TO READ THE FINE PRINT.”

Helpful Report

Posted 2 months ago

“Viator is a SCAM, they stole us us$300 in a tour in Italy, no customer service, didn't post our review. Tripadvisor should make responsable about this awful association”

Helpful Report

Posted 2 months ago

Viator is rated 2.2 based on 1,102 reviews