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

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“THE WORST!! DO NOT BOOK!!! I booked 3 tickets to the paris catacombs through this website for 160 euro and the tickets I was sold were fake tickets. I tried to check in at the catacombs and was told I couldn’t enter because I had been scammed and sold fake tickets. Absolutely do not use Viator!!!”

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Posted 2 years ago

“viator customer service is horrible. DO NOT USE!!!! BOOKING THROUGH A THIRD PARTY IS THE WORST. DO NOT DO IT.”

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Posted 2 years ago

“DO NOT USE THEM”

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Posted 2 years ago

“Absolutely terrible experience. Avoid at all costs. My friend and I purchased an itinerary, which ended up entirely different from the tour we got. We ended up going to the same location twice in two days, which ruined our last days in Israel. We were the only two on the tour of nine who had this issue. Viator did not bother to notify us of any changes to our itinerary. Had we been notified of the actual itinerary, we never would have purchased it. We went out of our way the day before our tour to visit a location that the tour group then went ahead and visited. We wasted time on our once-in-a-lifetime trip thanks to Viator. When we realized we were seemingly on a different tour from what we purchased, we brought the issue to the attention of our tour guide, who couldn't do anything to help and referred us to Viator. Viator insultingly offered a 10% discount after much back and forth and more wasted time. Ultimately, they refused to make us whole and acknowledge their error. What kind of business doesn't offer a full refund when you get something other than what you pay for? Their customer service was unfriendly, unhelpful, and inept. I will never take a tour with Viator again and caution you against it, too. You not only cannot trust their itineraries, but also you cannot trust their integrity in the aftermath of a mistake that they themselves commit. Our trip was marred by this incompetent company, and that's something we can never get back.”

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Posted 2 years ago

“They were great. Communicated with us each step of the way. Great food accomodation and guides provided as part of a well priced package. Always quick to respond to questions. Would highly recommend ll”

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Posted 2 years ago

“Viator, was my go to site for booking tours. My family and I recently visited Europe for 2 weeks (Italy & France). We booked a total of 4 tours, 2 in Italy, 2 in France. The last part of our trip was France. On April 11th, I booked Louvre Museum Skip-the-Line Guided Tour with Venus de Milo & Mona Lisa for a family of 5. Unfortunately, the morning of the tour, my son (11 years old) was sick with flu like symptoms. Their was no way we were going to make the tour as we were afraid he had Covid. I right away contacted the tour company in which they told me I needed to contact Viator. When I did and explained what happened l, their was nothing they could do for me. In no shape or form, did we purposely miss our tour. In fact, it was on our bucket list of things to do. So now we never got to see the Louvre, and we’re out of pocket over $300 USD. So pray that you do not get sick, otherwise, you will not get your money back. Sad!”

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Posted 2 years ago

“The park we attended stated they would provided a refund, which they would work with Viator to provide it. Which Viator does not want to provided, we’ve contacted the park directly but they keep stating since we book with viator and paid viator they can’t provided a refund. Even though the park stated they would and would work with viator. We tested positive for covid at the excursión. Which they asked us to leave but they would work with vítor for the refund. But due to Viators cancellation policy. They can’t refund us our money, due to not giving them notice within 24 hrs. Which they should have some exceptions for covid. viator is not willing to work with us. And are keeping $1000 USD. Stay away from them they do not help their customers. Book directly with the company. Trust me, viator has been contacted multiple times regarding this issue. But will not refund us the money due to their cancellation policy.”

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Posted 2 years ago

“Do not trust viotor I bought ticket and paid they canceled less than 24 hours and also canceled the Vatican tour without notifying me never trust this company again”

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Posted 2 years ago

“My family and I planned a vacation to a new city in March of this year. On our agenda was to do a City Tour booked through Viator. Due to unavoidable airport delays coming into the city, we were unable to retain our luggage on that day. We were without any luggage, and on-hold with airport customer service for over three hours. We needed to come back to the airport the next day to get our luggage which happened to be the same day as our initial tour reservation. My family and I were extremely excited about this tour and quickly rescheduled for the next available day, which was still within the 24 hr. policy cancellation. I was ALWAYS under the impression that I was receiving a full refund because I followed the cancellation policy EXACTLY. After not receiving the refunded amount after about two weeks, I called the Viator customer service line to receive an update. From there I was told that I would not receive a refund. For reference, this was over $800 I was out of pocket. I detailed the airport incident to the rep, and a refund request was opened for me. The confirmation email for this interaction was sent to me. In this email, I was assured that Viator "will be in contact within the next 7-10 business days" signed by customer representative Marwin. I did not in fact receive any updates from Viator during this time. Due to the lack of response, I contacted my bank to make sure that my well deserve refund would be processed. After not receiving feedback from Viator for over a month, I was shocked and truly appalled by an aggressive email from the chargeback side of the company letting me know I had to pay the balance, OR ELSE!!! The email threatened to pass this on to debt collections, which is not only unprofessional but comical and tacky. I immediately called the customer service line, and surprise surprise they never called me back to follow up, even after specifically requesting to receive a phone call follow-up from the supervisor. I had nothing but high hopes for this company, but I was completely deceived and treated with such disrespect. I can't believe such a "reputable" company could treat a customer this way. I will make sure to spread the word to never use this company.”

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Posted 2 years ago

“Unreliable, unprofessional.”

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Posted 2 years ago

“Booked, bought, received tickets for several events taking place overseas. Received cancellation notices two days prior to event. Now have to wait 5 days for my money to be returned. Total scam. Do not use!”

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Posted 2 years ago

“Would not refund trip cancelled due to Covid”

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Posted 2 years ago

“We booked a swamp tour in New Orleans with Viator. The airboat ride was supposed to be an hour and a half. When we were about 15 minutes out the boat broke down. We sat out there for over an hour before someone came out and fixed the boat. Then we did NOT get an extension on the tour. We were pretty much just taken back in and lost the whole tour. The company refused to give us any compensation. $148 for a painful experience”

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Posted 2 years ago

“Book an airport shuttle from Belize City to Placencia 4 days before arriving. Had a paid confirmation and they shuttle never showed up. Trying contacting the local tour company who was suppose to be driving and got voice mail. Messaged Viator no response till I asked for a refund. We did get a refund but then had to pay for a flight and spent 3houts sitting in the airport. Waste of time and I would never recommend them.”

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Posted 2 years ago

“Absolutely terrible! Thought I was booking a 3-4 hour excursion while at port, went ahead and booked only to then after booking get details that its actually 7 hours. I'm now out $300 and viator won't refund even though this is their app mistake!”

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Posted 2 years ago

“There is no support in the entire company. They listen but do nothing. I've called them twice due to a refund and they did nothing.”

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Posted 2 years ago

“The problem with Viator is communication. They have their booking system and the vendors has theirs'. Two systems are not always in sync. I was trying to book the Night Manta Ray Adventure on the Big Island, Hawaii through Viator.com but there were no options to book one snorkel and one ride along. So I called Viator customer service asked Judith to book them for me. I got the confirmation email of two bookings in one reservation, I thought this was all done. A day later I received a cancelation email with no explanation but canceled the ride along reservation. I called customer service again, Mark Jonathan told me there's no way to book this two bookings in one reservation, it had to be two separate reservations. So I asked him to go ahead cancel the snorkel reservation as well, he did and I received the cancelation confirmation email. I spent so much time with them decided to go with another company. Two days before the original reservation date I got the a reminder email from Viator.com to pay my tickets. But they were canceled! I had to research to find the actual tour company's phone number. I called, the guy over there in Hawaii, he told me in his system the reservation has been canceled and he had no idea why Viator sent me and reminder to pay tickets. I called Viator again to make sure we are not being charged. Viator is a middle man, this whole process wasted so much my time and worried being wrongfully charged. I will never book a tour with them again!”

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Posted 2 years ago

“My wife and I had booked the Glasgow Street Art Walking Tour on May 22 when our cruise ship was docked in Greenock. When we exited the ship to seek bus and train transportation to Glasgow (approximately 25 miles), we learned that transportation services were being disrupted due to strike action. With the afternoon tour, we felt uncomfortable that we could count on getting back to the cruise on time so I sent an email to the tour operator to explain the problem. I was aware of the 24 hour requirement for notice of cancellation but I was hoping that some consideration would be given to our request for a refund under these circumstances. We have dealt with Viator on other tours including on this cruise. Unfortunately, their response was basically "rules are rules" so we are now ex-Viator customers. The tour looked interesting but not impressed with their response either.”

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Posted 2 years ago

“Had a medical emergency that required us to cancel with 22 hours notice instead of the 24 hours. Zero refund. “The decision is final.” Hopefully while you travel mid pandemic, you don’t discover any medical scares, because this company will not protect you.”

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Posted 2 years ago

“We did a two hours walking tour in Bruges and we absolutely recommend it . Our tour guide ,Jian , gave us all the important informations for the city in a witty , humorous , and concise way. We loved the city and we ‘ ll sure come back again.”

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Posted 2 years ago

Viator is rated 2.2 based on 1,102 reviews