Viator Reviews

Name: Viator
Address: 360 3rd St #400, San Francisco
Rating: 2.18

2.2 Rating 1,135 Reviews

29 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.2

Based on 1,135 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 11th January 2025

Douglas Belaire

Viator 1 star review on 5th January 2025

Haydn Thomas

Viator 5 star review on 30th December 2024

Anonymous

Viator 1 star review on 26th October 2024

Steven Thomas

107

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

“Do Not. I repeat, DO NOT book a tour through them! We booked A Chichen Itza tour through them. After the tour bus was an hour and a half late, we were in an car accident 15 minutes from our hotel because our driver ran a red light (not the first red light he'd run on that short trip). We had to get separate taxis back to our hotel. We are currently being told that we won't get a refund. We canceled another tour we had scheduled for later in the week because they obviously cannot be trusted. Arrange a tour through your hotel. You'll have better luck.”

Helpful Report

Posted 3 years ago

“A moment ago This company is a tourist trap. They have really poor customer service and frankly, I feel tricked and cheated after dealing with them. If something goes wrong, you will never see any assistance or your money (despite their promises of booking flexibility and free cancelation). Using this company is a big roll of the dice and there are many better safer options for the price. Avoid if at all possible!”

Helpful Report

Posted 3 years ago

“Booked a Thames cruise on the 1st April for the 15th April, my husbands 50th birthday. We spent £46.25 on train fairs only to arrive to find the cruises not running until the 20th. Couldn't communicate with Viator, contacted City cruises who explained Viator should have not been selling dates before 20th. Who are now investigating.”

Helpful Report

Posted 3 years ago

“Sold me tickets to a company that had not been having tours for a year.”

Helpful Report

Posted 3 years ago

“Drove 4 hours from Liberia to San Jose, Costa Rica. The tour was cancelled a day before. We rebooked for the next day. It was cancelled AGAIN. They book as many people as they can and then cancel the excess, as they claim they are operating at 50% capacity due to COVID. This pandemic has been going on for a year. They KNOW what the max occupancy of the tours are. They just want to sucker as much money out of as many people they can and then cancel when they meet their agenda. Completely unprofessional and unacceptable. Do NOT book with Viator. Will be posting this review to as many sites as possible as a ‘buyer beware’.”

Helpful Report

Posted 3 years ago

“We booked a tour from Cancun to Tulum. Our shuttle driver never picked us up. When I called customer service, they said we were “no show” for pickup. We were out there at 7AM for a 7:15 pickup. Not once did a shuttle driver ask for my name like 99% of the other shuttle drivers. Apparently they expected us to approach them and ask each shuttle driver if they were there for us. No phone call, nothing. When I called they refused a refund because they said we were a no show although it was them who didn’t express due regard. They then tried to charge me to reschedule. No thanks! Feels scammy, I don’t recommend.”

Helpful Report

Posted 3 years ago

“i booked with viator.com. it was amazing experience my wife and son enjoyed the trip to 'Guatape/piedra del penol". John the tour guide was amazing and very knowledgeable and very friendly. I will really recommend using viator. and John. On my next trip I will ask for Johm as my tour guide.”

Helpful Report

Posted 3 years ago

“If I could give a zero star to Viator I would. Buyers be aware. Viator is an irresponsible company to do business with. Booked a one day tour in Costa Rica through their web site. Fully paid. Requested their local touring company to contact me to finalize transportation details. Never heard back from the local touring company. Next day contacted Viator. I was instructed to go to a specific hotel in San Jose, and was given confirmation that Viator had confirmed hotel pickup at 5:00AM. Since the hotel was far from my residence, decided to book a room at the hotel and drove 2hrs to get to the hotel. Upon my arrival to the hotel, I reached out to the local touring company just to confirm that I am there and expect to be picked up the following morning at 5:00 AM. No response. At 8:00PM, contacted Viator again to let them know that I had still not heard confirmation from the local touring company. Viator rep tried several times to get a hold of the local touring company as well without any success. Viator rep told me to go to the lobby area of the hotel at 5:00AM, and if no one shows up to call Viator again. Woke up early, went to the lobby area at 5:00AM, no signs of transportation. Called Viator again and was told to wait in the lobby are till 6:00AM and call them back if no local transportation did not show up. Called Viator at 6:30AM, and they still can't get a hold of the local touring company. After being issues a refund, the agent has the audacity to try to sell me another day tour. No thank you. Complete waste of my time and extra money in trying to arrange a meaningful tour while vacationing in Costa Rica. Do yourself a favor, do not by any means do business with Viator. They are irresponsible, only interested in money, and they will leave you more frustrated and angry than is worth.”

Helpful Report

Posted 3 years ago

“Word to all my fellow travelers: never ever ever book a tour or anything with Viator.com!! I stupidly decided against better judgement to give them another try thinking the disaster on my Belize trip last year was a fluke. It’s not. They are the absolute worst and they are not at all invested or concerned with your experience as a customer. This is the second time a tour operator no-showed on me the day of a booking, effectively ruining my entire day. I can’t dive at all in the DR now thanks to them as I fly out Friday. I paid in full, have a VM confirming my pickup time and place and yet the tour operator is claiming I never confirmed after they left a VM at 9 pm the night before (I’m in a foreign country and don’t have cell service duh!). No email, or response to my text, they said we will pick you up at 7:30 am in the lobby of your hotel and then never came. Wont give a refund because they claim they called “numerous times”. Had to call Verizon who indeed confirmed they called once at 9 pm and left one VM. Viator is refusing to refund me because they back the tour operator even though, I as the PAYING CUSTOMER have proof they are lying. Capital one will come to my rescue and get me my refund, but please please please save yourself the disappointment of a ruined vacation and never book with them!! They also won’t allow me to leave a review on Tripadvisor...just buffers indefinitely. This is how these mega million companies treat hard working patrons and avoid bad reviews!! By Kelly Zier Veterinary Professional on Vacation Feb 2021 Dominican Republic”

Helpful Report

Posted 3 years ago

“We booked a “ Barron River Half-Day White Water Rafting from Cairns” experience through Trip Advisor owned Viator and received a full confirmation and tickets on email. On the day of the experience we found out that the service provider never got a request from Viator and could not accommodate us as they were all booked out. I called Viator and they said their system may not have been synced with the service provider’s system and there is nothing they could do except issuing a refund. Seriously?! For such an establishment tour organiser, such a juvenile response and no accountability for system failure? I was hoping for a bit more accountability and compensation for ruining a day of my trip. We have booked through Viator and Trip Advisor on several occasions but will be taking my business elsewhere from now on. Disappointed!”

Helpful Report

Posted 4 years ago

“Sunset boat trip with BN boating Miami was canceled last minute. I recommend staying away from this booking service. Very unreliable”

Helpful Report

Posted 4 years ago

“I booked. 4 tickets to the Count's Kustoms tour in January of 2020 for a trip scheduled in late October. It was to include a meet and greet with the show cast. My wife,friends and I looked forward to this for almost 9 months. The week before my trip I happened to go to the Count's Kustoms website and see that this tour had been canceled. Viator did not connect with me I had to call them. When a company takes almost $400 and then does not tell you that your tour has been canceled I find that to be pretty shoddy service”

Helpful Report

Posted 4 years ago

“TERRIBLE CUSTOMER SERVICE! Do not book anything through this company. When you email them asking a question/concern they will pass you off from person to person and ignore your questions/concerns and are extremely unprofessional. There advertising is inaccurate and not anything you expect/pay for.”

Helpful Report

Posted 4 years ago

“Worse Third Party Con artist ever . They took our money for a wine tasting event that was shut down by the owner of company since March. The owner admitted that they spoke to Viator and told them they would be closed until further notice . Kier Carter the owner of Hells Kitchen Theater District is extremely upset and disappointted that Viator is doing business in such a fraudulent manner taking hard working Americans money. This is a hardship to my family and friend.”

Helpful Report

Posted 4 years ago

“Suite a un problème de paiement de factures avec VIATOR, ma banque ma confirmée que les paiements n'on pas etait versés sur mon compte. J'ai pris contact avec VIATOR par tous les moyens et solliciter qu'ils m'envois le MESSAGE SWIFT M-103, pour que ma banque détecte où les paiements sont bloqués , sans résultat. Je demande de me mettre en contact avec un résponsable qui peux m'aider à résoudre le problème.”

Helpful Report

Posted 4 years ago

“Viator is like a kind of company which encourages the criminals and cheating behaviors there. Sebastian W, a devil and villain is even working for Viator and help this company provide the fake and wrong itinerary information to the customers. Beware! Stay away from Sebastian W and this company.”

Helpful Report

Posted 4 years ago

“I have made several bookings through Viator, both here in Australia and overseas. I have never had any problems with my bookings and have always received what I paid for. In this current climate with the Coronavirus disrupting everything, Viator was the first company to advise me that my booking had been cancelled and that my refund was being processed and it was within days. They'll do me.”

Helpful Report

Posted 4 years ago

“Sadly, we had to cancel our June cruise this past week. We were so looking forward to a tour in Majorca offered by Viator. I sent a cancellation in the evening and by the next morning our refund was credited to our credit card. Wow!! We’ve used your company in the past and will sing your praises to one and all. Thank you for your prompt response. We will be booking with you just as soon as we can!”

Helpful Report

Posted 4 years ago

“I am not a prolific travel reviewer but once in a while you just need to do one! I have been using Viator for quite a number of years and have pretty much never been let down. With the current coronavirus situation and travel that has been completely ruined because of it we have been going through the lengthy process of dealing with cancellations, claims and refunds with some pretty well known companies associated with flying, accommodation, tours, etc. It's been a nightmare and continues BUT out of all of these companies only ONE was prepared to put through cancellations and refunds promptly and that was Vaitor. There was even one instance where the T&C's indicated that we would not receive a refund but Viator worked for us and was able to arrange a 100% refund. Not only that, but the money was usually received back to the credit cards we used within 24 hours. You just can't get any better than that! I would recommend this company in a heartbeat and we will continue to book all of our tours with Viator in the future.”

Helpful Report

Posted 4 years ago

“Late last year and early this year booked accommodation Italy and Spain with ability to cancel option. Last week I cancelled all of the bookings (4) due to corona virus and within a space of 5 min my PayPal account received refunds. My PayPal account has now credited these refunds (full) to my Bank A/c. Similar case last year, refund received pronto. Excellent work Viator cannot ask for anything more. Pity Airlines and Cruise companies cannot find the decent thing to do in this trying time. Come back, you bet.”

Helpful Report

Posted 4 years ago

Viator is rated 2.2 based on 1,135 reviews