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

“Avoid this company. We were never picked up from our hotel for a Grand Canyon tour. After lots of phone calls and e mails we were told lots of different stories about what happened but apparently it was all our fault. We lost £538 and the experience of a lifetime. The customer service personnel are dreadful.”

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Posted 2 years ago

“Went to WASHINGTON DC AND the guide for our Smithsonian event. She wasn’t engaging and not very friendly.Waste of $$$ We could gone ourselves and gotten more out of it. $200 down the drain 🤬😡🤬”

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Posted 2 years ago

“Viator cancelled multiple tours on us without as much as an explanation why our tours were cancelled. While in Lisbon, Portugal in September 2022, we book severl tours through the company. We started receieving cancelation emails day before our tours indicating that the tour is cancelled. After the second cancellation we decided to cancel the remaining tours, and that was not a simple experience either - every time you try to cancel a tour the request timed out. Viator did not reply to any requests to help through the app or emails.”

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Posted 2 years ago

“So inflexible and hard to work with. I suggest looking for a more flexible booking company.”

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Posted 2 years ago

“Booked airport transportation. They came early, left us stranded and said it was our fault. Refused to refund a lousy $30 - sad they have lost a customer for $30...”

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Posted 2 years ago

“Booked and paid for an airport transfer and no one showed. I wasted 90 minutes and 18 phone calls to the local service and then had to find alternative transportation. Took the entire day. Don’t ever book with Viator.”

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Posted 2 years ago

“Based on our experience you can’t depend on viator to deliver the tours that you paid for. We had two days in Anchorage before our cruise. On both days we had reserved and paid for a tour through viator. One of the tours was cancelled the day before the tour was scheduled. The guide for the other cruise arrived for the pickup hours late and told us he had to cancel our tour. Both our days were wasted! If their customer does not show for a tour they keep the amount paid as compensation. If they don’t show for a tour we get a refund but no compensation. Based on our experience, they are undependable and unwilling to accept responsibility for the damage caused by their lack of dependability.”

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Posted 2 years ago

“Confusing, frustrating ! The problem being there is a 3rd party involved in the booking. Downloading tickets was a chore compared to other booking sites. I will never use aviator again !”

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Posted 2 years ago

“If you’re coming to Pompeii with this company… don’t. Their customer service is so horrible. I didn’t book at trip to be aggressively shouted at. Alessandra should be fired! Honestly I feel so accosted, to have person you’ve hired as a tour guide actually shove you to get at your own phone to prove a point was pretty terrible. Im still shocked it happened.”

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Posted 2 years ago

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Posted 2 years ago

“Very expensive and the hour and place changes 100 times, never again, so much money for nothing, very bad experience!”

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Posted 2 years ago

“I was sent emails Saying here are your tickets but when I opened them on day , it said I had to collect from another place. We went there and were told we were too late (40 mins) to collect. I have walking difficulties . I spent £50 on fast track into Vatican museums and there wasn’t actually a queue at 10am Monday August 2022. They refuse to refund me. Other reputable firms email tickets without need to go to another company’s office to collect or have someone outside the attraction. And charge so much extra . The other company’s office was hot busy a long queue and no disabled access - down steps”

Viator 1 star review on 29th August 2022

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Posted 2 years ago

“I booked a tour through Viator for a private tour on Prince Edward Island. After 6 weeks, the tour guide suddenly canceled. By then it was too late to book another. Viator was very unhelpful. Not offering any assistance to help me or offer discount. I thought booking through Viator would be safer than many smaller tour companies. I was wrong.”

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Posted 2 years ago

“We booked a bicycle tour in Amsterdam with Viator. You could choose the language and we chose 'English'. When we arrived at the tour company, there was only a tour in Spanish that day. We don't speak Spanish, so couldn't do the tour. The company told us to contact Viator to get a refund, which we did. Now Viator claims there was nothing wrong with their website, because they 'investigated' it. The title of the product said bike tour SPA so we should have known that is was in Spanish because SPA stands for Spanish. How should we know that it stands for Spanish if they don't specify it and give you the option to chose the tour language. On our voucher it clearly stated 'guide language: English'. So how can they claim they made no error? We contacted the bike company again and they also claim the error is clear and made by Viator. So they won't give us a refund either and they won't help us with contacting Viator and support us. Conclusio: we paid 154 euro for nothing. Viator doesn't help people when something goes wrong. I'll never use it again and will advise everyone not to use Viator.”

Viator 1 star review on 28th August 2022

Helpful Report

Posted 2 years ago

“I booked a trip after reviewing the trip I had concerns that I would have issues getting to my flight when I contacted the agent with in the 24hr area she told me she would ask the tour guide but they weren't open and sent an email on my behalf and it went passed the 24 hrs and when I explained my concerns they told me no refund so I canceled the trip. well 2 people in the party changed there flight and that gave the opportunity to change dates and do the tour on the next day. All they kept doing was referring to their 24hr policy and now I'm out $130USD cause the company won't work with you on date changes or cancelations.”

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Posted 2 years ago

“The small group tour to Dachau concentration camp with James was fabulous! So informative and knowledgeable. He was gracious and mindful of our needs as well as stuffed with info. A wonderful trip”

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Posted 2 years ago

“Totally unacceptable!! I booked a trip through aviator for the Spirit of Baltimore Dinner Cruise with buffet, the price on the website was $112 person and when I spoke to the booking agent she also quoted $112 per person. However when I completed the purchase online with the agent still on the phone , the price charged on my card was $133 per person. The agent did not know why the price changed and said the would contact a manager . I received an email response ‘that cost for this tour varies depending on the date, especially on the weekend “. After I expressed my dissatisfaction and asked that they honor the price posted on the website and was quoted by the agent. I still have not received a correction to the ticket price. This company is promoting FALSE advertisement. If I could have given a zero I would have done so. I will never use this company Viator again. This was a trip for my sisters birthday and the experience with Viator ruined my weekend.”

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Posted 2 years ago

“Do NOT use Viator to book excursions through TripAdvisor! *They OVERCHARGE what the local company would charge you directly online from the local company's own website. *They do NOT provide accurate information about what a company would have actually charged. *They do NOT uphold their "promise" for the "lowest price guarantee." *They do NOT reply to specific questions or comments via emails or phone calls. Instead, they repeat the same "information" from a script without addressing the specific questions or comments. And they will repeat the same "script" every time on every email or phone call. *They do NOT follow the terms and conditions clearly listed (in English) regarding the time frame for which to submit a claim. *They cannot be trusted. Avoid booking through Viator!”

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Posted 2 years ago

“Maria was our tour guide for the old city in Zurich and she was fantastic! It was easy to book and since my family were the only people on the tour, she customized it for us as we went along. Learned a lot of new information even though I had lived in Zurich before. Would use this site again! Highly recommend.”

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Posted 2 years ago

“DO NOT BOOK WITH THESE PEOPLE. We booked two tours in England, and both were a nightmare. They sent a young girl who didn't even have a sign, so when you exited the bus you couldn't find her. My wife and I were lucky, on the first bus we sat in the second row, so we were off early. Luckily we were with my niece who runs fast because the lady sped off the bus. My niece could barely keep up with her. My wife covered the middle between my niece and myself, so at least we made it to the front gate. The lady ideally passed out a few tickets to get in. We rushed in and realized that half the tour wasn't with us. We had to scream at her to go find the rest of the people. She eventually found some of them. We toured the first location and when done we saw some of our tour standing by the entrance. We asked them what was going on. The lady never came into the Castle and didn't tell them that it wasn't a guided tour, so they were waiting for her. Believe it or not, THAT WAS THE GOOD TOUR. When we showed up for the second tour we saw the same unprepared lady. Once again on the bus ride, she told us very few facts and said we should "take a nap" until we got there. Again, we were smart and got in the first few rows. Upon exiting the bus at the attraction, it was parked so far from the curb, that I FELL AND FRACTURED MY SHOULDER. The women paid no attention, wrote no report, and just started to hurry off. My family picked me up, and by the time I got my wits about me, the tour was gone. I sent my niece who told the women to stop, which she did. When I got to her I politely, yet firmly pointed out that she'd better slow the heck down before I and a few other patrons lost their tempers at her. She did slow down, but once again ended up losing people. THIS COMPANY IS A NIGHTMARE.”

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Posted 2 years ago

Viator is rated 2.2 based on 1,102 reviews