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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Bought a package to Machu Picchu through Viator. Great trip. However, we were put into a Spanish speaking tour, with only a promise that soon we would meet an English guide, but not to happen on this trip. However, the people in the tour company were still very nice, and although we missed all of the history and explanation of the area in English, we did enjoy the visit to Machu Picchu. I figured Viator would take care of me after the trip, so I did not get too excited. Although I was a bit disappointed. Disappointed turned into real frustration in working with Viator after, as they take no responsibility for anything!! The cost of the trip for 4 of us through Viator was about 2-3 times what we would have paid if purchased in the country for the same trip and accomodations. Recommendation is to coordinate your trip with local travel agents, much cheaper, and no added benefits or assurances with Viator! They have dealt with me via email only. I have requested on several occasions for a customer services rep. or manager to give me a call to discuss. But they either don't exist, or they do not work that way. They did remind me in one email that all sales are final. Something I will remember before I push the buy button,”

Helpful Report

Posted 6 years ago

“Nothing has gone wrong - but it is not an easy travel system, when you have to phone the tour company 2 days prior to your booked excursion. Firstly, when you are travelling - it is difficult to phone the company, for a few reasons: 1. you don't speak the local language, or 2. your travel flights mean you cannot make that call, or 3. dialing codes are not known in the travel area and only a subset or a complex number has been provided. Surely the booking process could be simpified. Afterall, you have taken the money so you don't lose. Only the poor traveller has more to deal with and worry whether the tour operator will show.”

Helpful Report

Posted 7 years ago

“July 29 tour of Naples & Pompei with Elisa. VERY DISAPPOINTING. She showed little interest in us ( a group of 8 family members including 2 kids.) Saw very little of the major sites, lots of time standing in hot sun listening to trivial things about life in Pompei. Most information provided about the toilet habits of the citizens and great details about plumbing. Inappropriate language describing excretory & urinary habits of people of the day. Long walk back to bus in 90'+ heat before being returned to ship. Viator tours usually very good but this one very poor. Panoramic city tour of Naples very long, not very interesting & left only 2 hours for Pompei visit. Avoid 1/2day Naples & Pompei Tour if at all possible. Not worth the time or money. A real bust!!! Don S. Canada”

Helpful Report

Posted 7 years ago

“I am skeptical about this middleman travel tour company. I always do my researching of where I want to go. I contacted Viator inquiring a tour in Cyprus. The viator agent put me on hold and called the local tour agency in Cyprus. If it is late in Cyprus, you have to call back during Cyprus' business hours. The agent answered the questions the local agency said. What I find awkward is, If you also look at the tour description, none of the tour site names are mentioned. They are vague in mentioning of seeing a waterfall, beaches, and a gorge. I think you would use Viator if really have no idea exactly where you are going and hope Viator can give you a refund.”

Helpful Report

Posted 7 years ago

“I wrote a negative review of a terrible cooking class that we took in Florence, Italy and Viator did not publish it. It seems they only publish positive reviews and very few, minimal actually, critical reviews. I used to use Viator all the time but this experience has totally changed my mind and makes me question the validity of the whole site.”

Helpful Report

Posted 7 years ago

“We went for the full day Sintra, Cascais, Estoril tour. We were expecting a little more than the half day tour. However, it's just a waste of time and money The tour guide was not helpful at all and he was not very good.”

Helpful Report

Posted 7 years ago

“Went to Mexico with a group of family membees.Went to use the ATVs we had planned for the day & it was ruined befor it started.TERRIBLE service first off.One of our rifers helmets was broke one strap & instead of getting her a new helmet..they tore a strap off a bookbag in oreder for it to click.They told her at first that she didnt need a helmet.She ended falling off the ATV & it took them a lilttle over an hour to get us help after communicating back & fourth with them & them giving us wrong info.NEVER AGAIN trip was fun other than that”

Helpful Report

Posted 7 years ago

“Brought 3 tours for Mexico from Viator, 2 of them happened in reality ( one was really good, the other had a very lazy guide), but for the 3rd one nobody came to pick me up and it was impossible to contact the local tourist agency because nobody answered the phone. I sent an e-mail to Viator's support site but from there the only answer was that I must deal with the local agency now myself. So it was just nice to collect the money and later not to be responsible for anything. Conclusion: as 1/3 of purchases might go missing I won't recommend buying online (and in fact you can get on the spot with the same price or even cheaper). Sorry Viator, you are not on my friends' list any more.”

Helpful Report

Posted 8 years ago

Hello, Thank you for your message. We're sorry to hear you had difficulty reaching the tour operator to meet your tour. When reconfirming your reservation, or attempting to meet your tour, we do recommend that customers perform those actions themselves to avoid delays and miscommunications that may arise if we attempt to pass the messages back and forth. If you were still unable to meet your tour, and need a refund, please feel free to e-mail us to request your refund, and we will investigate with the tour operator on your behalf. Thank you again for your feedback, and we wish you Happy Travels. All the Best, Viator Social Team

Posted 8 years ago

“Need real work on customer service, it was real chaotic at the bus station. Staff at the station seemed real lost, you ask a question they can't direct you to the proper people. And if you're on break, I would imagine you to disappear and not read the newspaper on the podium, at the gate and act like you can't be bothered! I would not recommend to any family or friends. Oh, the bus driver ate our food left on the bus while they sent us out on the tour. The actual tour guides were not bad.”

Helpful Report

Posted 8 years ago

Thank you for your message. Please note that the staff on site at each location do not actually work for Viator. As a Tour Broker, we do utilize Tour Operators all over the globe for each of our tours. We encourage customers to write a review of their Tour Operator experience on our website, to help our Tour Operators in offering the best possible service to all customers. We hope this information helps. If you have any further questions please feel free to let us know. All the Best, Viator Social Team

Posted 8 years ago

“Viator - is not a tour company - it is a consolidator - the tours are other companies. Some items - like water on tour - bathroom facilities lacking are common - also pricing wdirect are many times much cheaper - thus the poor rating -- viator needs to spell this out !@”

Helpful Report

Posted 8 years ago

Hello, Thank you for your message. We apologize for any inconvenience you experienced while on your tour. As you note, we are a tour broker and not the operator of the tours we offer. Our Tour Operators do let us know what information to print with each tour, however, if you feel any information is missing, do feel free to let us know so we can request an information amendment from our tour operator. Our Tour Operators do sell their tours for the same price in person as they offer to us, our prices include any taxes or fees that you may incur, so it does sometimes appear that the prices in person are cheaper, but the prices on site are usually the prices listed without taxes and fees. In may cases, we end up being cheaper for our customers, as we permit for a variety of currencies for booking on our website, which assists customers in avoiding conversion fees. We do hope this information helps you, and future customers in having the best possible tour experience. All the Best, Viator Social Team

Posted 8 years ago

“I will re do my review when we are refunded our payment for the trip to champagne region that was cancelled with no notification to us in Paris. We booked 4 outings with your company in Paris. We discovered this cancellation only when we had our Marriott concierge called for the pick up time with the local contact one day in advance. We were forced to rebooked with another vendor. J. Thometz”

Helpful Report

Posted 8 years ago

Thank you for your message. We have checked your booking, and do not see any messages from you to request a refund or recount your experiences with the tour operator. We are including this message to our Refunds department, but for fastest service, we recommend all customers who require assistance write to support@viator.com and detail your experiences in your message to us. We hope this information helps, please let us know if you have any further questions or concerns. All the Best, Viator Social Team

Posted 8 years ago

“I booked a tour 7 days prior to travelling. The email I received from Viator advised that I would receive Another email to confirm the booking. I did not receive confirmation so I emailed Viator, because not only did I not know if the tour was booked, I did not know the meeting place for the tour or the start time. I received no reply. At this point I was in Poland and not the UK. I read their website which advised that if I cancelled the booking I still had to pay. I had no other option than to phone the UK on my mobile. The call took 20 minutes while they got confirmation from the tour company!!! There was no apology . The actual tour and the tour operator in Poland was great, but Viator what a disappointment.”

Helpful Report

Posted 8 years ago

Hello, Thank you for your message, and for providing your booking number. We do show that there was an unfortunate delay in us receiving a reply from the tour operator concerning this confirmation. We do try to chase up with the tour operators to receive their confirmations. Most of the time we have these confirmations within 48 hours without issue. We are sorry to hear this was not the case for you. In reference to your call, our agent on the phone asked you to send us a copy of the charges incurred when you called us so we could investigate a resolution for you. We do not see that this has been received. If you would still like us to investigate, please send the copy of the charges to support@viator.com. All the Best, Viator Social Team

Posted 8 years ago

Viator is rated 2.2 based on 1,167 reviews