Viator Reviews

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

2.2 Rating 1,134 Reviews

29 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.2

Based on 1,134 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 yourself a favor and do not book with this company. I booked an excursion with pay later terms. Not only they charged my cc against policy, on top I had to suffer and chat with them for a whole day as they kept of interrupting our chat and I had to go through everything again each time. They said that they would be able to return my money 7d after although I was incorrectly charged. Book with the provider directly it is also cheaper and the service much better, for Ireland Wild Rover Tours”

Helpful Report

Posted 1 year ago

“Global village ticket was priced tripled than what we would havecpaid to buy online directly. There has been no communication for regund which I had applied for. Safari was lousy and illplanned we had to wait for two hours for someone to take us to the camp. Food was disgusting. Organisation was low level driving was too notch which was the saving grace. The museum of illusions was a two hour tour which finished in 30 mins. Total fleece! I will never buy off viator would always buy directly. Will never recommend it.”

Helpful Report

Posted 2 years ago

“My wife and I went on a Norwegian Cruise Lines cruise in December of 2022 that left from Barcelona on December 8. We booked a Viator tour to take us from Malaga, Spain to the Alhambra in Granada on December 11. It was the only excursion that we booked before leaving on the cruise and we were very much looking forward to it. We paid USD 230.14 for the tour. When we arrived in Malaga on December 10 we were informed by Norwegian that there was a marathon taking place the next day and some excursions might be affected. We checked our email to see if Viator had made any changes to our meeting time, which was at 9:30 a.m. on December 11, but there were no emails from Viator or the local provider, Top Day Tours. When we showed up at the meeting point the next morning at the designated time, we were informed by a tourist guide that the tour had left at 7:30 that morning. The guide let us use her phone to contact the local operator who said that we had been contacted. We know that this was definitely not the case as we had been using the ship's Wi-fi and had been receiving emails from other people and places. On returning to Canada I contacted Viator. To make a long story short, Viator insisted that we had been contacted and that they would not be refunding our money. I am currently disputing this charge and have requested that my CIBC credit card return these funds to me. I find it incredible that they refuse to reimburse us and will be very wary about booking any other tours with this organization. If anyone wishes further details regarding this snafu, please feel free to contact me at johnmcgladd@gmail.com.”

Helpful Report

Posted 2 years ago

“Our flight was canceled during the Southwest Airlines debacle, and rescheduled for later in the week. I asked Viator if we could reschedule our snorkel tour for (literally) anytime that week as a result. They said no and won’t refund us either. No empathy, no flexibility. We will be paying their competitor to do a different snorkel tour and will never use this company again.”

Helpful Report

Posted 2 years ago

“I called Viator to cancel a 9/11 tour because we were stranded in Atlanta with no transportation. Edmond from the Philippines informed me that he is not responsible for mother nature and literally said "you are not getting any money refunded no matter your circumstances." Well Edmond, you are correct my friend. But you are responsible for this review and me no longer using viator to book vacation activities. Ha Ha! Poor Edmond ... grumpy dude.”

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Posted 2 years ago

“We bought cruise tickets, the trip was canceled last minute due to bad weather conditions and they refused to refund the money, without even explaining why. We literally paid for nothing.”

Helpful Report

Posted 2 years ago

“I m Dr. Dilip, dated on 15th Nov 2022 i booked n paid for helicopter ride, but my doctor told to cancel it as i hv heart issue n therefore; i hv cancelled it witin 50 min... Informed to Viator, got d cancellation email. But till today i didn't received any refund, only promises, this s very bad experience.They just advertise full refund and all but infact de don't. So i would request to all be away from Viator n der falls advertisement.”

Viator 1 star review on 23rd December 2022

Helpful Report

Posted 2 years ago

“Weirdest company ever. They took money and cancelled the trip. Now texting me that they are not responsible for this. So who is? Will never even use this company again. And don’t recommend you! They took 170$ and disappeared. Before they confirmed my trip, next day cancelled it. Fraud!!!”

Viator 1 star review on 20th December 2022

Helpful Report

Posted 2 years ago

“We booked a shore excursion on Curacao this summer. After booking, I found out there were two piers. Customer service said you could walk from one to the other. No one was at the pier we disembarked from to pick us up for the excursion, so we walked 15 minutes in the hot sun to the other pier. It was closed! A local man helped us call the tour operator but got no answer. When we walked back to the other pier it was after the scheduled departure time. No one from the local place returned my calls when I got home. I wrote to Viator and they were no help. Refused to offer an apology, refund or credit for an excursion we couldnt go on through no fault of our own. Very disappointing!”

Helpful Report

Posted 2 years ago

“Dubai with viator on the Aladdin creek souk old town tour with Mohamed it was very informative fun and great value for money, thank you for making it so , regards Susan Doe”

Helpful Report

Posted 2 years ago

“Nous avons fait l'achat de billets coupe file et d'une visite guidée à la Tour Eiffel. Une fois sur place, l'application ne fonctionne pas bien, impossible de télécharger les billets et de communiquer avec eux. Nous allons à la billetterie pour nous informer et on nous apprend que Viator n'a personne de visible sur place, qu'ils ont des plaintes chaque jour, qu'ils revendent les billets aux touristes à des prix exagérés, qu'ils donnent rendez-vous à leurs clients à des endroits différents chaque fois, bref, cela ressemble à de l'arnaque pure et simple. expérience coûteuse et décevante. soyez prudents avec cette entreprise.”

Helpful Report

Posted 2 years ago

“I did not receive my tickets for Alcazar in Cordoba at all....we spent many hours travelling there and were not allowed in as you did not send me the Q code in time....it was Sunday and no opportunity to buy tickets until following Tuesday as they were closed....we missed this attraction completely because of your incompetence. I'll will not be dealing with you again and will not recommend you to anyone. Disaster.”

Helpful Report

Posted 2 years ago

“I book transfers in the DR 2 months ahead of our trip, there was a change due to my mistake but customer service via chat was useless, the service provider was will to waive cancelation fee and let me rebook for an online rate but Venus at Viator would not contact them or put me in touch with someone else who could help. Ive used them many times but I will half to reevaluate their service or lack of service they provided.”

Helpful Report

Posted 2 years ago

“We booked a tour to Jerusalem several months ahead of time to coincide with a cruise ship visit. We received a confirmation from Viatour 2 days ahead and I called the operator to confirm pickup location. The company told me that they hadn't received any booking from Viatour and had cancelled their shore excursion. I called Viatour and they said that they would refund my tour but wouldn't substitute any other tour unless I paid an excessive amount of $. I objected and they put me on a 20-minute hold which ended up costing me $70 for roaming. They then responded that was the only choice they would offer me. What a ripoff!! Go ahead and gamble on Viatour, but just be ready to LOSE.”

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Posted 2 years ago

“DONT TRUST VIATOR we had 3 tickets to “swim with the pigs” in the Bahamas that included hotel transfer and lunch. They did not honor this which cost an additional $266…”

Helpful Report

Posted 2 years ago

“I booked an expensive trip to Alhambra in Granada because I thought this was an experience which needed a small group. Away from the crowds as they say. I could have booked a much cheaper tour, but I really wanted a small group as Viator lets you believe. The transfer was great, a small van with 8 lovely people. But at the sight we got in a hectic mayor large group of about 50 people. Before everyone got the answer they wanted and divided into a group, 20 minutes of time passed. In the end we got divided into 2 groups of about 25 each. One Spanish and one English. I DID NOT PAY €189 TO JOIN IN A MAJOR BIG GROUP OF 25 PEOPLE!!! Ridiculous and I’m very angry. But they don’t want to hear my complaint at all and they did nothing. The radio the guide had was good, as long as you where not moren then 5 meters apart from her. Which you couldn’t manage all the time of course, so I missed out on a big part of the explanation. DON’T BOOK HERE!!!”

Helpful Report

Posted 2 years ago

“Easy to use, on the pricier side, and now can't even get a proper tax receipt for the tours: Good selection and easy to search. Do note many of these tours are available on other sites which seem to give better pay later options. The main issue I have with this as a site is that having taken tours with them and now returned home, it has been impossible to get a tax or proper receipt for the tours we booked. I tried their online help, their customer service, seems now we have been, paid and completed our trips, the care factor has waned. Being told to refer to the booking is not providing a tax receipt. It is not even like there is a link to download the receipt from the booking.”

Helpful Report

Posted 2 years ago

“I will never do business with Viator again, and suggest you do the same. The quality of the tours they promote are terrible but what is worse is their lack of customer service and empathy. Four phone calls arguing with them about a cancellation policy where they clearly stated that the tour needed to be cancelled outside of five days before the tour. It was. Yet, they argued with me that it wasn't even though they sent a confirmation email that was time and date stamped. Then, they tried to say that I didn't cancel on UK time, but I did. Finally, on my fourth call they admitted that they had quoted the cancellation policy in error, but I was still on the hook for $600 dollars. They asked me why I cancelled and I said a family death. They then proceeded to send an email requesting several documents to prove the death. No empathy at all. Absolutely horrible company to do business with. There are so many wonderful options for tours when you travel. Consider Tours by Locals or work with your hotel concierge to put a tour together just for you and your needs.”

Helpful Report

Posted 2 years ago

“We booked & paid for a tour for 4 people through Viator only to find out there were no places for all 4 of us. It took over 30mins on the phone trying to rectify their mistake which ended up costing £104. Viator refused to reimburse any money when I later contacted them. The trip was also still showing availability to book on their site to book 6/7hours after even though there were no places available!”

Helpful Report

Posted 2 years ago

“I booked a car pickup service from the New Orleans airport. Our connecting flight in Dallas was cancelled and couldn’t be rebooked until the following day. I immediately contacted Viator and request either a refund or to change the service to a drop off. Both options were denied. I don’t understand how they were inconvenienced if they had my flight information and knew it was cancelled let alone me informing them as well. They lost absolutely nothing on this transaction and were unwilling to provide a service, refund, or even future credit. Absolutely terrible customer service.”

Helpful Report

Posted 2 years ago

Viator is rated 2.2 based on 1,134 reviews