Viator Reviews

Name: Viator
Address: 360 3rd St #400, San Francisco
Rating: 2.15

2.2 Rating 1,167 Reviews

28 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.2

Based on 1,167 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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Anonymous

Anonymous // 01/01/2019

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

“Horrible experince with Viator. I am a service member and was given orders to report to duty on the date of my tour. I called and tried to rescheudle and they would not. They wanted to charge me 400.00 to rescheudle or just cancel. They were rude and inconsiderate and they ended up canceling the tour since I told them I could legally not attend due to my orders. They have sent me emails stating that I was rude for canceling within 2 hours. I will never book again and will let all my fellow soldiers know not to as well since they do not care about military members or assist them when they have military orders. Terrible christmas experience.”

Helpful Report

Posted 3 months ago

“I booked a trip. Contacted the tour operator a day before to confirm that I would be waiting outside in the lobby at 7:20 am for an 8 am trip. No one showed up. My hotel called the tour and they said to waiting outside in the lobby from 8:00 am to 8:15 am. No one showed up. Called again (via my hotel) and they decided not to pick up the number. Then called with a different phone and they picked up. The tour started yelling at my husband (he was not mean to them) and then hung up. In the meantime, I am speaking with Viator and they claim non-refundable ticket and they aren't doing anything about it. So then tour tells Viator that I booked on Christmas but I changed the booking to the next day (I did not). Viator is blaming me for changing the date. Meanwhile, the tour is offering us a tour the next day and a free airport transport (total value is 20 US dollars). We cannot accept because we booked another tour with Viator the next day. After Viator claimed that they cannot refund, they are trying to refund after they realize that my messages to the tour PROVE that I had a tour and asked about the pick up and never changed the date of the tour (as alleged by the tour company). They KEEP trying to offer a refund and I continuously remind that they my ticket is non-fundable (as claimed by Viator) and I wanted someone to pick me up right now to go on the tour. Viator held no accountability. Said they have no fault because they are just a platform and not the vendor. Our issue is with the vendor and not Viator. They immediately offered the refund that they said they could not do (my credit card refunded me the same day) and that we it. I had to cancel my next day trip and rebook everything through a hotel - My total loss was $203 dollars from Viator and 200 for the rebooked trip (the trip total was $400 but I would have paid $200 if not for Viator).”

Helpful Report

Posted 3 months ago

“We booked an ice cave trip through Viator. No one showed up to take us on the tour. We had looked forward to this trip for more than a year. Viator admitted they failed to tell the tour operator we had booked the trip. Later Viator customer service emailed us contract provisions they said meant Viator wasn't responsible for anything and that we should contact the tour operator if we were unhappy that no one picked us up for the tour. Missing this tour ruined our entire vacation. I would never trust Viator again. Viator is quick to take your money but doesn't stand by any of their promises and blames everything on the tour operator they selected.”

Helpful Report

Posted 3 months ago

“I would not recommend Viator, me and my kids booked a trip of a lifetime to Rome, Italy booked a tour to visit Florence...the tour company did not give clear instructions of the meeting spot...while in the area of the meeting spot and not able to find the specific bus...I started calling the company as well as texting the tour operator asking which bus to only get a message from the tour operator, if you don't be here in 1 min we are pulling off, which is what they did. The agent at the office said well you won't get your money back but we can give you $25 off the same tour the next day...the tour was $449..I stated we will be on a plane the next day going back to the states, she stated it's nothing we can do. I tried contacting Viator about the experience, of course no one answered. So I contacted my bank to file a dispute and I received an email from Viator saying for me to remove the dispute or they would file a lawsuit and the email also stated in a set of tricky words if I reply to the text, I come in agree with their decision to remove the dispute. Of course(not comprehending until later), I replied in anger which means the dispute was lifted and I never received my monies!! The other part to why you shouldn't book with Viator or than they are a scam, we actually bought tickets to go to Florence and Pissa by way of train for $30 and had a wonderful time, on our own terms.”

Helpful Report

Posted 3 months ago

“Ich habe über Viator ein Ticket für das Paris Museum gebucht, mit einer geplanten Eintrittszeit um 11:00 Uhr. Leider habe ich das Ticket erst um 14:30 Uhr erhalten, was den geplanten Besuch unmöglich machte. Trotz meiner Beschwerde wurde behauptet, dass das Ticket rechtzeitig zugestellt wurde – was definitiv nicht der Fall war. Am Ende blieb ich auf den Kosten sitzen und habe keinerlei Unterstützung erhalten. Ich bin extrem enttäuscht von diesem Service und werde Viator nicht weiterempfehlen. Wer Kopfschmerzen vermeiden will, sollte sich lieber für eine andere Plattform entscheiden. Für mich war es das erste und letzte Mal.”

Helpful Report

Posted 3 months ago

“We booked two tours in Rome with Viator they moved the time of both of them with less than 24 hours notice. Which cut back the time at each tour significantly. One tour we couldn’t even find the guide. They don’t communicate back with you at all! Highly highly don’t recommend!”

Helpful Report

Posted 3 months ago

“Booked a tour in Turkey 4 weeks before I travelled. I messaged the night before to check pick up time to be told no tour as not enough people from the area I'm staying in. No refund given despite several messages and phone calls to Viator. They have had my money now for 9 weeks. I'm now trying to claim back through the bank. Tours look good value but many are not going ahead and customer service is non existent.”

Helpful Report

Posted 3 months ago

“We missed our bus. We came on time they didn’t wait for us . Again they are asking money to take another time bus.”

Helpful Report

Posted 3 months ago

“Overbooking. Our trip got cancelled. Asking 50$ extra for next trip”

Helpful Report

Posted 3 months ago

“NOTRE DAME Skip the Line tour. FALSE we are only going to see the outside, so WHERE IS THE LINE? Very deceptive, and of course NO REFUNDS”

Helpful Report

Posted 4 months ago

“Do not use viator. They cancelled our excursion and still no refund. Do not use them”

Helpful Report

Posted 4 months ago

“Do not use I cancelled 28 hours before as my flight was cancelled and despite them saying free cancellation 24 hours they did not refund! Appalling customer service”

Helpful Report

Posted 4 months ago

“Very bad experience with viator, had booked a tour from Brussels to Ghent, the driver and the guide whose name was Niko were very rude and misbehaved with us. Passed very racist remarks to us. Didn’t guide us properly and misbehaved with us.Worst experience ever. We Indians give so much business to them and this is how they treat us.”

Helpful Report

Posted 4 months ago

“We arranged for a pickup from our hotel to airport via email with all details and received daily confirmations. The morning of the pickup at 6:45 am they did not show up. When I called their number I was told they went to another hotel and it would take them 35 minutes to get to ours therefore not being able to check our luggage. When I called back the local company they stopped answering their phone completely (must have had caller ID) leaving us totally stranded. Luckily our hotel was able to arrange transportation at a cost of almost 3 times the price Viator charged due to short notice.”

Helpful Report

Posted 4 months ago

“Disappointing Service. I should have read the many unfavourable reviews on Viator , to avoid a disappointing and an unpleasant experience. I will not be using Viator again. I had signed up a tour package for two with Viator’s local operator, MTM Tourism Greece OE (MTM), for a trip, paying a premium, to be picked up at my hotel. Viator had confirmed pickup at the hotel. I waited at the hotel but to no avail. The receptionist at the hotel helped me to call MTM. MTM just told us that we were considered as ‘No Show’. I wrote to Viator, with ticket confirming the pick up at our hotel, and they refused to refund us. I have been travelling frequently and have not encountered such an unpleasant experience before.”

Helpful Report

Posted 4 months ago

“Used Viator for many trips in January. I booked a swim with the dolphins did not see one dolphin let alone swim with them. They did not refund nor would they rebook. They kept saying they were booked on the next tour so I never got to see the dolphins or get my money back $500 wasted.”

Helpful Report

Posted 4 months ago

“Disappointing Service and Unethical Practices I had a truly terrible experience with Viator. The company not only failed to deliver on the promises made but also seemed willing to work with operators who engage in misleading and unethical practices. First, the tour I booked was misrepresented— the actual duration was far shorter than advertised, which was a clear violation of the agreement. To make matters worse, the pickup location was changed without any prior notice or approval, causing unnecessary stress and inconvenience. Despite these serious issues, Viator refused to issue a refund, which is unacceptable. It's clear they don't prioritise customer satisfaction or hold their partners to ethical standards. I strongly advise anyone considering using this service to look elsewhere. If you want a reliable, customer-first experience, Viator is not the company for you.”

Helpful Report

Posted 4 months ago

“Viator cancelled my tickets to the Frida Khalo museum in Mexico City two days before our visit. I spoke to an employee named Diego who was rude and didn’t care whether we were left out or not. It ruined our day. This was one of the main reasons for our trip to Mexico City. If TripAdvisor has bought Viator, I advise them to watch their new acquisition because it is worthless and it’s giving them a bad rap.”

Helpful Report

Posted 4 months ago

“Despite booking a Tikal tour through Viator 5 months in advance and selecting from their provided pickup location menu, I was unexpectedly charged a 30% surcharge for pickup on the day of the tour. When I contacted Viator's customer support for a refund, they claimed my pickup location wasn't on their approved list. While this is true now, the location was definitely available in their dropdown menu when I made the booking. Unfortunately, Viator's support team seemed dismissive of my evidence and responded with generic denials rather than investigating the situation. This inconsistency between booking options and actual service, combined with poor customer support, was disappointing.”

Helpful Report

Posted 4 months ago

“Warning - Do not book through Viator. We had booked a 6am balloon flight and were making our own way there with an Uber. We had left the hotel at 4:30am to enjoy a sunrise experience. When we arrived at the meeting point we were told no flight had been booked in our name. We were a group of seven, travelling with children. This was our last day in Mexico City. Imagine the distress, disappointment and upset. A rep from another company was called who then phoned around trying to get us on a balloon flight. We were offered a flight at 8am with another balloon provider. However, that would not have got us back in time to Mexico City. A a flight was eventually found at 6:45am and we were rushed over to a different provider and put straight into a balloon. We missed all the photo opportunities that the other families got for the hour before and and also missed breakfast as we had to rush back. Viator have refused any liability for the stress and missed breakfast. This is the second time I have booked through Viator and the second time my booking has not been acknowledged. Previously in February 2019 I booked a city tour of LA with my children. We waited over an hour in the hotel reception, phoned numerous times to be told that despite booking to be picked up from our hotel, they did not actually offer that service. I did not receive any refund then either. Please do not waste your precious time and money with this company. The balloon flight itself is magical and I highly recommend. I have taken balloon flights in Europe and this far excelled any of them. Just remember to book direct with the companies themselves.”

Helpful Report

Posted 4 months ago

Viator is rated 2.2 based on 1,167 reviews