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

“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.”

Helpful Report

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.”

Helpful Report

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

“I booked a harbor tour that I forgot to cancel with all of the stress of my granddaughter being severely injured. I had medical records, pictures whatever , they would not refund my money!! Will never book again!!”

Helpful Report

Posted 2 years ago

“Never ever again will use their services! They told us they gonna give us a refund for a trip we couldn’t go to and then they changed their mind and refused to give us a refund after all. The trip was done by that time. The result was 100$ wasted on a trip we didn’t go to. We will never ever use it again.”

Helpful Report

Posted 2 years ago

“Absolutely the worst company I have ever dealt with. Went on live chat and spent alot of time chatting with agent, looking to book Warner brothers studios, 3 adults, 3 children, told him 7th July, he gave me price 670 euros, we asked for help as we wanted to make sure we booked right tour. Agent sent me payment link, I presumed after long chat, he had input date we discussed, I input my card details, pay, see email. With 1 wk to go to trip, we went to print everything for trip. To my horror it was booked for 7th February gone. I rang, really upset, twice, dpokd to 2 nice agents, email sent, 3 days later, we were told we are treated as no shows. At this stage it was really hard to get Harry Potter again with a different company. It cost us another 850.00, so 1520 euros for Harry Potter, but as I had explained this was the reason we booked flights 15 months ago. Really want to stop anyone else going through this, we were lucky to be able to book again, paying a premium.we could not tell our children we weren't going. Really upsetting 😡”

Helpful Report

Posted 2 years ago

“My friends & I went on the Hollywood Homes Tour in LA. Tommy was our tour guide. He was amazingly funny & fun!! Thanks Tommy for helping us to have Big Fun while in LA!! Lisa from Texas!!”

Helpful Report

Posted 2 years ago

“A booking was made 1 month prior and after driving 2,500 kms to get to our river cruise, the booking was cancelled without consultation by Viator with no response as to their willingness to rectify. Do Not Trust this site !!”

Helpful Report

Posted 2 years ago

“DO NOT BUY!!!!!!!!!! BUYER BEWARE!!!!!! I will never purchase tickets from Viator again. I thought purchasing tickets while on vacation this was a reputatable sight however I found out the hard way that they are not. They are a third party that allow companies all over to advertise through their website and services. I purchased 4 tickets for my family for a boat tour and paid almost 5 times the price of the tickets which were being sold at the port which is price gouging. In addition to that the tour boat failed to have a telephone number nor a specific address. They simply only provided a landmark of Victoria's Secret that was located inside of a strip mall when this was a boat tour and located at a port. That landmark was at least 100 yards away from the boat. Noone in the entire area near the port inclusing restaurants never heard of Viator when we showed them tickets we purchased online. It would have at least been helpful if they had the name of the boat but it was extremely poor directions and no contact information at all only an email which I didn't realize at all. We later found out that we showed our tickets from Viator at the correct boat and they didn't recognize and shook their heads NO and kept moving everyone else on the boat. My husband and I saw that everyone boarding the boat purchased their tickets from the port and had a ticket stub so the workers didn't understand English and only knew if you didn't have this ticket you were not boarding the boat. So my families day wasn't ruined I ended up having to pay for tickets again to board another boat 3 hours later. After contacting Viator they not only told me that we were on the boat and lied about that but switched their story and then said they have a no refund policy. I also disputed it with my bank and Viator sent them a contract of absolutely no refunds despite the vendor failing to provide proper location and landmark. I would have no issue of taking the loss if it was my fault. We showed up at least an hour early not knowing we would not be able to locate the correct boat and all the issues we faced. This should have been an exception especially after I emailed Viator asking for help. Take it from me don't waste your money because if you experience anything like I did last on a trip you will be upset for just handing your money away.”

Helpful Report

Posted 2 years ago

“The tour company Viator should have informed customers the tour will only take you to Discover Center, not including the glacier ahead of time. There is very limited cell phone signal. Our family of three booked the “Columbia Icefield Tour including the Glacier Skywalk from Calgary” from Viator.com. When we arrived at the pickup location Delta Downtown Hotel, tour guide Mark informed us that the tour includes Discovery Center but not the Glacier. However, he offered no help on how to purchase additional ticket to the Glacier. When we were searching for the ticket to the Glacier on the road, he told us the cell phone signal would go out in few minutes. My family were in a hurry to buy online but were unable to complete transaction before signal went out. When we arrived at the center, he asked us to buy Skywalk ticket only (the ticket was sold in either a combo of Glacier and Skywalk or Skywalk only) because we must return by 3 pm. We were not happy but we listened to him. When we returned to parking lot at 3 pm, we found Mark was looking for a missing guest. The group were not able to leave the parking lot until 5 pm. So, we would have made it back to the group even if we had bought the 3 pm combo ticket. In a hindsight, Mark did not handle it well because he told us that he could skip other attractions such as Bow Lake and Peyto Lake, and directly go to Discovery Center as needed. He explained that the tour could get to the lakes as it returned on the same route. But he did not do so. If the group arrived in the center early, we would have enough time to complete both attractions. Mark offered no assistant in helping us to purchase the tickets either online or at the center is a shame of him. Also he waited until we were already on the road to inform us about cell phone signal being out was his fault because he knew buying ticket requires cell phone service. The company Viator should have emphasized the tour takes guests to Discovery Center ONLY not the Glacier attraction because the title of “Glacier Skywalk” is misleading.”

Helpful Report

Posted 2 years ago

“Due to unforeseen circumstances, we were running a few minutes late in getting to the rendezvous point for the Barcelona Wine and Tapas experience. We tried at least a half-dozen times to call the number given for tour-specific enquiries, to at best have them wait for us or at worst let us know where they were headed so that we could meet them at the next destination in the tour. No answer!! Despite a very reasonable request for a refund, such refund has been emphatically refused. So that was €160 down the drain ...”

Helpful Report

Posted 2 years ago

“We were notified with virtually np notice that our airport transfer was cancelled , without a substitute being offered . I am still waiting to be refunded 8 days later and have not had a response to 3 emails . Later that same day we were booked to do a guided Pantheon tour ... we were sent a link and map to pick up tickets prior to tour ... the link was incorrect and sent us in circles for 40+ minutes , resulting in us missing the tour , Again I emailed and requested a refund due to their incorrect instructions and I still not have received a response . The company make it virtually impossible to communicate with them and resolve issues and offer zero customer service , nor customer protection , despite insisting on payment upfront for services they do not provide properly. We are in the midst of travelling through Europe and will never use this company again.”

Helpful Report

Posted 2 years ago

Viator is rated 2.2 based on 1,134 reviews