Viator Reviews

Name: Viator
Address: 360 3rd St #400, San Francisco
Rating: 2.17

2.2 Rating 1,141 Reviews

29 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.2

Based on 1,141 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

Write Your review

Tell us how Viator made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Viator 1 star review on 25th January 2025

109

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

“I had an awful experience with this company that has left me £255 out of pocket. Their customer service is dreadful, not as bad as their policies on cancellations and changes to bookings. I don't understand why I can't change a booking I have paid for? My hotel closed down due to covid, that was out of my hands. I will never use this company again please find someone else to give your hard earned cash too!”

Helpful Report

Posted 3 years ago

“business side is worst side ever, horrible set up!!!!!”

Helpful Report

Posted 3 years ago

“I planned a boat tour via Viator for my friend's bachelor party. The cancellation period had passed so therefore I was under the assumption it would go ahead. 3 days before the boat trip, I suddenly got a notification via email that the tour had been cancelled without any clarification. When I followed up with Viator I found the customer service extremely unhelpful. They played it off as "these things can happen", and, "we are just a middle man". They only made effort to offer an alternative when I chased them for it, and once they found something, it turned out to be a more expensive tour with a completely different schedule than what we aimed for. With 3 days notice it was too late to arrange a decent alternative. From my perspective, the organisation is unreliable and didn't care about hanging us out to dry, even though 7 people were depending on this trip to go ahead.”

Helpful Report

Posted 3 years ago

“Use Viator for information only. I used them for a excursion in Iceland and then the vendor didn’t allow us to go because we are over 60. We are very active and just finished hiking Utah and biking through Croatia, so didn’t expect to be barred from this snorkeling trip. If I had gone directly to the website of the vendor, at least I would have known. Lost almost $300.”

Helpful Report

Posted 3 years ago

“I booked aurangabad 2days tour. Tour name was tour with guide and car.. When I booked only car they also want to know which language guide I prefer. After booking confirmation they provide one ticket/voucher against my booking. There was my name, pick up details.. There was inclusion and exclusion points.. But without car all inclusion point was wrongly provided by them.. That's why we were misguided.. I obviously share my ticket that I received from them”

Helpful Report

Posted 3 years ago

“Rastasafari Experience from Montego Bay My mother is dying from liver cancer and my daughter went to Jamaica on vacation and was introduced to the Jamaican bushman by the Rastafari Experience tour operator. My daughter took pictures with him and got his card. When got home she told me that he knew about all types of herbs. I called him and ask him if he knew of any herbs that would make her comfortable because her cancer symptoms were really bad. He told me about an herb to detox the blood. He said he would put together a box of herbs for $200 I sent the money and spoke to him several times. He never sent anything. He had my weak fragile mother checking her mailbox daily for a scam. I called the owner of the tour who basically rushed me off the phone and gave me the run around about credit for his tour. Which I could careless about. Now Im out $350 between the herbs and the phone calls. DONT BOOK THIS TOUR OR TRUST THE BUSHMAN HE IS A LIAR AND A THEIF.”

Helpful Report

Posted 3 years ago

“I would give them ZERO stars if that is an option. The customer service is terrible and booking simple tours and transportation was very cumbersome and confusing. Getting a refund was even worse especially when dealing with the customer service reps who are note trained at all to work with customers. This business will not do well for very long sadly.”

Helpful Report

Posted 3 years ago

“This tour was false advertising!!!! The tour was very unsafe no one had a mask on. I asked the tour guide about it his response was coming to Vegas is not safe.”

Helpful Report

Posted 3 years ago

“VANESSA the supervisor lied to me on multiple occasions. She is also RUDE and doesn’t take her job seriously. Her lack of regard for customer support and satisfaction is displayed through her tone of voice, ARROGANCE and Disrespect.”

Helpful Report

Posted 3 years ago

“We took a Viator tour in Washington DC with our guide Daniel. The tour was great and Daniel was funny and very knowledgeable. The van was comfortable and clean. Thank you for an awesome day packed with history and silly jokes.”

Helpful Report

Posted 3 years ago

“I booked a sunset boat tour with Viator and in the forecast it called for rain all day and it did rain all day in downtown Chicago, I canceled the 24hrs day before the trip and the would not refund my money and there policy clearly states that they would issue me a refund!!! This went on for days. I work hard for my money and I have family to support. They would NOT refund my money. I did not want to give even one start. Never got my refund. I will never book from VIATOR”

Helpful Report

Posted 3 years ago

“The sagrada famiglia tour was horrible. Gaudi would feel disrespected. Never will I use viator again.”

Helpful Report

Posted 3 years ago

“I bought concert tickets to the Kursalon in Vienna for myself, my husband, my cousin and two dear friends. I went on the Tripadvisor/Viator site 2 days prior to our leaving for Europe and no cancelation of the event was noted. We made arrangements with the cruise director to have transportation to the concert although the rest of the cruise ship passengers were attending a separate concert that evening. We went to the Kursalon and struggled to find out if there really was a concert and whether we were in the right place or had the right door. When we were finally told there was no concert I was devastated for the others in my group. I had lead them to what I thought would be a better concert. This is unacceptable. You can’t sell tickets to an event that is not held and expect to have a business that survives.”

Helpful Report

Posted 3 years ago

“Told to be at Bahia princess hotel for 8 am we arrived at 7.50am only to wait for 50 mins with no collection booking ref BR-830823878 no happy please reply”

Helpful Report

Posted 3 years ago

“In the description of our tour it was mentioned that the entry fees are included in the price, which was not true. It caused discomfort and a quarrel between us and the nice people who gave us the tour. As I'm far from being the only one who is complaining about the content of the offers - Watch out and take what is written with suspicion.”

Helpful Report

Posted 3 years ago

“Booked scuba tour for next day, nothing in the main page mentioned anything about a certification required (hidden in more details). Tried to cancel within 5 minutes, no refunds. Contacted the local tour operator, they said no problem but to contract viator for refund. viator says no. Ended up charging back this amount.”

Helpful Report

Posted 3 years ago

“I was absolutely impressed with the food tour of Athens. Irene was an amazing guide. She took us to the best out of the way places we would have never found on our own. It was a great mix of history, knowledge about the food and drink and wonderful humor. It was the highlight of our day in Athens. Thank you Irene.”

Helpful Report

Posted 3 years ago

“Shame on you. "Bourbon Tour: Woodford, Buffalo Trace, Wild Turkey or Other" reads as if Woodford and Buffalo Trace are integral to the tour, and the third distillery could be Wild Turkey or another distillery. This is NOT the case. I would encourage Viator to reword the tour title to reflect transparency (e.g., Bourbon Tour: Three Iconic/Traditional Distilleries). Then list the potential distilleries, which include Woodford and Buffalo Trace.”

Helpful Report

Posted 3 years ago

“After we waiting for the tour guide to show for our Beatles Tour in London, they never showed. We had not been looking at our home e-mail because of the cost of using our phones while in the UK. We later looked when we got to the hotel with free WI-Fi. Viator canceled on us the morning of this tour. Shame on them. Coming from the US to London, do they think we just book tours on a whim? We were so disapointed. We will not book with Viator again.”

Helpful Report

Posted 3 years ago

“Awful customer service I have come across. Be careful with using Viator. They have lost me, and from the look of most of the other reviews, a lot of costumers. Make sure to spend your money elsewhere as these guys are stacking up a lot of money on services not delivered.”

Helpful Report

Posted 3 years ago

Viator is rated 2.2 based on 1,141 reviews