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

“**DO NOT BOOK WITH VIATOR. GO ELSEWHERE** We booked two tours with Viator, one was great but on the second we were scammed by the tour operator and Viator refused to refund our payment. We supplied all the evidence and a full account of what happened but they refused to refund any of our money. If you read other reviews you will see similar stories where Viator refuse to refund tourists that have been scammed. This event put a complete downer on our last day in Rome. Save yourself the trouble and go elsewhere.”

Helpful Report

Posted 2 years ago

“Booked tickets for Parthenon, could never download our tickets, kept getting error messages and when I checked another page it said we have no tours scheduled “past or present”. After 45 minutes of trying in the Athens heat and getting further back in the line I broke down and bought 2 tickets at the box office for 40 euros. After contacting “customer support” I was told that I was not entitled to a refund because they emailed our tickets even I sent them screenshots of the error messages. I asked 5 times “we’re our tickets used at all?”…they would never answer our question. I will never use this company again, never received our tickets and they charged $57 for something I bought on site for a third less and only waited behind one person. All I asked for was a refund of our $57 OR, the 40 euros I spent for replacement tickets…and never did answer if our original tickets had been used at all. They did offer us replacement tickets for another at another time, unfortunately we were 100 miles gone on to our next cruise stop.”

Viator 1 star review on 12th August 2022

Helpful Report

Posted 2 years ago

“ABSOLUTE SCAM They do absolutely no due diligence on the resellers they work with who take your money for a few weeks, earn interest, then cancel your booking and only give you your money back in 7-10 days. Viator has no information on these resellers, can't get a hold of them, and has no control of the booking. Do not trust a connotations that willingly works with other dodgy companies”

Helpful Report

Posted 2 years ago

“THE WORST COMPANY - DO NOT GO WITH THEM. THEY SPEAK TERRIBLE ENGLISH. THEY MAKE PROMISES THEY DON'T KEEP - ITS A NIGHTMARE WORKING WITH THEM. THEY HAVE MADE MY VACATION A DISASTER.”

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Posted 2 years ago

“Awful! I’ll never use them again. My booking did not show up on their website and the supplier they used would not respond to my e-mails. I ended up having to block the transactywith my credit card company.”

Helpful Report

Posted 2 years ago

“I booked a trip with Viator. They sent me an email offering me $15 off my next booking in the next 13 days. The website wouldn’t let me use it. When I called in I was told you could only use it with the app. I downloaded the app and it still didn’t work. When I called back they told me it was an invalid code and they wouldn’t honor it even though they sent it to me. The agent kept asking me if I wanted to book the tour any way and I told her I wouldn’t book with a company that what they were doing was false advertising and I wouldn’t book the tour with them. I’m also considering cancelling all of my other bookings. It’s not the $15 as much as their deceptive practices.”

Helpful Report

Posted 2 years ago

“Viator Customer Service is Terrible. I am traveling to Cairns, Australia and I want to find out weather their dive boats accept NASDS Certification and they will not tell me. My son booked the reservation with them so they will not tell me. I have to make a reservation first in order for them to tell me. This is no way to run a business that expects future bookings. I would give them ZERO STARS if I could.”

Helpful Report

Posted 2 years ago

“I was booked on the excursion 'Grand Kuranda Incl Skyrail, Kuranda Scenic Railway and Rainforestation (CKBB)' scheduled for April 22, 2022. The railway part of the trip was canceled, because of an issue the day before, and we were told this after boarding the bus. I have tried to get a refund for the railway portion and this company has ignored my requests. My travel agency has tried and I even went through the BBB. Terrible customer service and I wouldn't recommend.”

Helpful Report

Posted 2 years ago

“Coco Bongo Playa Del Carmen Gold Member VIP Night Out by After Dark Return transport did not arrive, leaving us stranded in a hostile area of Playa del Carmen. We managed to locate a local taxi and paid 700 pesos to get back to our hotel. Viator have refused to acknowledge the issue and will not refund the taxi fare. I'd recommend booking with your tour operator or making your own arrangements. Avoid this trip on Viator.”

Helpful Report

Posted 2 years ago

“We booked a $1000 tour for a deluxe private tour in LA. This was for a group of people. It was booked well in advance for our trip. After I spent an hour with the agent, he assured he had booked it. I receive an email confirmation and it says the wrong date. When I call back, the tour is sold out and we now don’t have a tour. Viator assures me they will call me back and try to rectify the issue. They never called back. They are unreliable, and the customer agents are not competent. I strongly suggest not to use this company as I later realized there are many unhappy customers. People place their trust in these tour companies and Viator disappoints.”

Helpful Report

Posted 2 years ago

“Viator does not care about the damage it causes! I booked a tour with Niagara Falls Air Tour, via Viator, on June 6, 2022. The confirmation, payment and reminders received from Viator indicated a reservation for Saturday, July 2 at 11:00 am. My flight companion and I showed up at Niagara District Airport on July 2, 2022 at 10:50 a.m., only to find that, according to the pilot, we were due at 10:15 a.m. On the pilot's advice, I immediately called the company. The Niagara Falls Air Tour representative admitted that there was a problem. When we could not agree on a solution, he offered a refund as compensation. Ten days later, there was still no refund of the $198 charged to my account on June 30, 2022. On July 10, I initiated an email exchange with Viator, providing all the necessary evidence, including a screenshot of the call history with Niagara Falls Air Tour. With aplomb, Viator wrote to me on July 20 and 22, 2022 that I did not honor the reservation made and therefore, I will not be refunded! These people are shameless, dishonest and behave like thugs. There is not one to catch up with the other: Viator and Niagara Falls Tour ripped me off, no more, no less!”

Helpful Report

Posted 2 years ago

“The worst company ever! Don't buy anything from them. I bought tickets to the top of the rock observation and couldn't get in with their vouchers. Victor doesn't give my money back.”

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Posted 2 years ago

“Poor communication. Paid for a two way trip and on the way back, the driver didn’t show. Don’t do it.”

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Posted 2 years ago

“I would leave less than one if possible. Booked an excursion in Oahu. I realized immediately it was wrong date. Supposedly you can cancel within two hours. After being on the phone for an hour with a woman who had no clue what she was doing or talking about she disconnected me. Called again and next lady told me tour operator office was closed and they would send email for refund and to call in morning. Surprise called in morning and they would not refund my money after arguing for another hour and having proof of my calls and that timeframe was within two hours. Horrible customer service. Lost $150”

Helpful Report

Posted 2 years ago

“We scheduled several sightseeing for Amsterdam. The directions to the meeting sites for everyone of the tours were terrible. We had trouble finding all tours. For 3 tours, even though we were in the vicinity of each 45 minutes early, we couldn’t find them. AND we completely missed the last (4th) trying to find the meeting place. We called the phone number on the paperwork and it wouldn’t work. I called to report this to the Viator office and they would not refund our money. We will NEVER use Viator or any of their company affiliations, like TripAdvisor and Trivago again. All part of the same company.”

Helpful Report

Posted 2 years ago

“We had booked a tour of the Sagrada Familia in Barcelona for 8.50 am, and the guide did not turn up until 9.20am. We had no apology and was told we would just have to join on to the later tour. Also we had booked the Tower Access tickets which were extra, and was again told this was not possible to do on that day. To our amazement the general public were accessing the towers, and there was no explanation on why this was not possible for us. it was a complete sham.”

Helpful Report

Posted 2 years ago

“We booked a tour through Viator for a Sunday tour of Pearl Harbor. The reservation was made several weeks in advance and we were told that we would receive a text with a pick up time the day before the tour. We never received a text, so we tried to contact the tour company directly, but they were already closed for the day. We decided to go by the pick up time as indicated on our original confirmation from Viator. We were ready in our hotel lobby at 6:30 AM when my father-in-law finally received a text that our tour company had to cancel our booking. When we looked on the direct website of the tour company, we found out that they don’t even offer tours on Sunday! Viator allowed us to book a popular tour on a day that the reputable tour company does not even offer the experience, then did not inform us until the morning we were supposed to go. In addition they attempted to blame the tour company by saying the tour had been canceled. I will NEVER use this company to book vacation experiences again.”

Helpful Report

Posted 2 years ago

“DO NOT USE THIS COMPANY!!! I was trying to schedule a tour and had trouble with it. Down at the bottom on the right-hand side gave Viator's phone number that you could call to help you out. The agent scheduled me twice and said one of the pending charges would drop off, which, by the way, it never did. So I paid twice which came out to be over $500. As far as I'm concerned, this company is one big scam.”

Helpful Report

Posted 2 years ago

“Horrible horrible service, no one ever showed up to give us our tickets. They will not allow us to receive our refund when we called. They wanted us to contact their supplier.”

Helpful Report

Posted 2 years ago

“I booked a Saltwater Expedition Sightseeing & Wildlife by Private Boat excursion in Ketchikan through Viator in July 2022 for $378.00. The excursion description reads: *Explore the coves and beaches of Ketchikan as you cruise on a saltwater expedition on a private boat. *Your guide will take you to the Tongass National Rainforest where you can enjoy the coastal and marine wildlife in the region. *You will also stop at Revillagigedo Island on Orchard Lake, another chance to soak up the beauty of this Alaskan region. *Spot coastal and marine life with included binoculars Relax while your guide takes you to Tongass National Rainforest and Revillagigedo *Get your camera ready because the photo options are numerous Cruise along and take in all the Alaskan beauty. *Binoculars will be supplied. We only saw 2 bald eagles for the entire trip and we were not given binoculars. I reached out to Viator about our experience. I wasn't even looking for a full refund but I thought a partial one was satisfactory for the boat ride. Because that's all it was...... a book ride. Of course, they rejected my request for a refund. I could tell by the demeanor of my customer service rep when I called that would probably be the outcome. This is false advertising and I will never book with them again. Beware when using this company!! Read more about Saltwater Expedition Sightseeing & Wildlife by Private Boat - https://www.viator.com/tours/Ketchikan/Saltwater-Expedition/d942-176282P3?mcid=56757”

Helpful Report

Posted 2 years ago

Viator is rated 2.2 based on 1,102 reviews