Viator Reviews

Name: Viator
Address: 360 3rd St #400, San Francisco
Rating: 2.14

2.1 Rating 1,169 Reviews

28 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.1

Based on 1,169 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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Mari

Viator 1 star review on 25th January 2025

Colby

Viator 1 star review on 11th January 2025

Douglas Belaire

Viator 1 star review on 5th January 2025

Haydn Thomas

112

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Terrible to deal with. I booked for a go-kart tour and received a confirmation number. The next day I was told that the time slot I booked was unavailable but could I come an hour earlier; I accepted. The next day I was told that my chosen date was unavailable and they offered me a different, more expensive tour. All of my friends went through the same thing. Terrible company.”

Helpful Report

Posted 6 months ago

“I have had a similar issue. I can’t believe TripAdvisor supports Viator. The customer service sends you in wild circles when all you are trying to do is not be double booked. They have not sent the right information to the touring company and have caused a $150 tour to be completely useless. I contacted them ahead of time and they refuse to do anything at all. It is even a sold out tour. They could easily fill the single seat. Don’t fall for the pretty pictures and the great advertising, Viator has terrible customer service and more or less appears to be a scam. Use Airbnb whenever you can, the experience is entirely opposite and positive.”

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Posted 6 months ago

“If I could give zero I would. Tried booking multiple times. Each time I thought I had a reservation, several days later I was cancelled with no explanation. Wasted valuable time I could have booked with a reputable company. Now it’s too late to book with anyone. Don’t let them ruin your trip too!”

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Posted 6 months ago

“Horrible company! Made a mistake in booking a NYC tour - chose the defaulted next day instead of the one I wanted and they refused to refund. Called them twice and the tour company and they all refused. Granted, it was my mistake but IT WAS A MISTAKE and I still wanted to book at a later date. So a $200 tour cost me $400. Great way to make extra $$$ if you ask me!”

Helpful Report

Posted 6 months ago

“Viator’s vetting of tour companies is poor. In Ketchikan Alaska they do business with a very shady company called Seaside Tours. They claim to be located at 121 Front Street which is not a valid address nor are they located in the Visitors Center (131 Front Street) as advertised on web site. We were inside Visitors Center before our tour meet time and no one had heard of them or 121 Front St. Finally one person had heard of them and stated they receive many complaints as they randomly move around meet spots unlike ‘legitimate tours’. Stick with tours that have been checked out by your cruise line. We learned the hard way.”

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Posted 6 months ago

“My fiancé had a medical emergency at the Louvre in France, and this company refused to give us our money back. No wonder they have a 2.3 this company is terrible!!”

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Posted 6 months ago

“We booked a tour out of Munich to see Eagles Nest on Viator (Gray Lines was the operator). We found out the trip was cancelled due to snow so we were offered an alternative tour. I have no issue with this policy, especially if conditions are unsafe. However, Viator's FAQ states that they will notify customers of changes. This was not done. Over 40 people were on the bus and most were not informed so they couldn't reschedule or cancel. We actually found out after the bus left the station that we were not going on the tour we paid for. I even asked the guide as I was getting on the bus if we were going to Eagles Nest and he said yes. This is not only unprofessional, but also unethical. We all feel scammed. I contacted both Viator and Gray Lines requesting a refund and was denied. They said they had short notice of the closure, but that was not true. The Eagles Nest website clearly posted the closure a week ago and said they won't be open until September 25th. PLEASE BEWARE THAT THE TOUR YOU BOOK WITH THIS COMPANY MAY NOT BE THE ONE YOU EXPERIENCE. MAKE SURE TO READ THE FINE PRINT.”

Helpful Report

Posted 7 months ago

“Viator is a SCAM, they stole us us$300 in a tour in Italy, no customer service, didn't post our review. Tripadvisor should make responsable about this awful association”

Helpful Report

Posted 7 months ago

“Worst customer service ive ever experienced. They have no control over the tour on their website, they are basically just the middle man with no leverage. On whatsapp the customer service was rude and tried to close the chat multiple times without solving my issue. And wouldn’t take and responsibility considering the issue was from their online app. Unbelievable. And last time ever booking with them after 8 years of using them”

Helpful Report

Posted 7 months ago

“This place is a SCAM we booked it for 9 people 5 of which were children who were very excited. We got to the check point were we were turned away they said they had nothing for us we would have to pay again to go. We stayed for 45 mins showing proof in mexico with no internet very little service. Tried calling the number for the office it would go through. It was set for 2 o'clock. We finally left with some super disappointed kids and at 4 got a call from clear boat. I told them everything that happened they said they would get me a refund and call me back out cruise boat was leaving at 5 so we couldn't do it then. Guess what No Call and I contacted them when we got home for a refund because that was alot to pay out and was no they will not give us one. So unless you want to throw 200 dollars away don't us this company clear boat or this app both are SCAMS.”

Helpful Report

Posted 7 months ago

“Awful - no refund dispute confirming”

Viator 1 star review on 18th September 2024

Helpful Report

Posted 7 months ago

“During our Iceland cruise I booked a few excursions via Vitor.com The excursions were great, except for the Lake Myvatn, Hot-Springs & Godafoss Waterfall Tour from Akureyri excursion. Because our ship could not dock in Akureyri due bad weather we unfortunately could not participate in this excursion. I contacted Viator directly by email to explain the unfortunate situation that occurred through no fault of our own and to find a solution. There was no substantive response by email and answers of Viator.com customer service where evasive. The only solution offered by Viator was to do the same excursion again at another time. Because Iceland is a once in a lifetime trip for us this is a worthless offer from Viator. We simply are unable to claim this offer in the future so our money is gone! We travel often, and always book through Viator.com but this was the last time. viator.com takes no responsibility, instead they shift the responsibility to the supplier. I booked with Viator.com I paid Viator.com I have an agreement with Viator.com No chance of getting out of responsibility this way. The only correct solution would be to be allowed to use my credit on another Viator.com trip or to credit the amount paid. Once again, worthless service, one star for Viator.com Stay away from this company if you expect service and book your tours elsewhere.”

Helpful Report

Posted 7 months ago

“*Scam Alert: Avoid Viator and Chicago 360 Tour* *1/5 Stars - No Refund for Canceled Tickets* I'm extremely disappointed and frustrated with Chicago 360 Tour. I booked two tickets through their website for [9/11], but due to unforeseen circumstances, I had to cancel my trip. Despite their advertised "refund policy," Chicago 360 Tour has refused to refund my money. Multiple attempts to contact their customer service have been ignored or met with generic responses. *Details:* - Booking Reference: [1180104761] - Date: [9/11] - Tickets: 2 x Adult Tickets - Reason for Cancellation: [9/11 Memorial Day] *Warning Signs:* - Poor communication - Unresponsive customer service - No clear refund policy *Advice:* Avoid Chicago 360 Tour at all costs! Their business practices are questionable, and they do not stand by their advertised policies. Look elsewhere for reliable tour operators. *Reported to:* - Better Business Bureau (BBB) - Federal Trade Commission (FTC) - Viator”

Helpful Report

Posted 7 months ago

“Get the"guide" with a not license van(was broke he says) terrible english and very little information Never again”

Helpful Report

Posted 7 months ago

“WORST company to book with. They do not have any customer service. Just stay away from them. No credibility whatsoever. No resolution to problems caused by them or their contractors. So awful.”

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Posted 7 months ago

“Wanted clear Kayak photo shoot in Aruba..they canceled Reschedule for Curacao and they was a no show/canceled on me again... I had excellent experience in Cabo with Viator but after this I will NEVER use the company again”

Helpful Report

Posted 7 months ago

“We booked a tour on a cruise trip. Unfortunately our cruise ship was unable to dock due to weather. They would not work with us to even reschedule- we didn’t want a refund just a credit towards something else.”

Helpful Report

Posted 7 months ago

“So first thing first. Left high and dry by a tour operator in Greece! Our plane was delayed by 30 minutes, still arrived in the time we said we would be there. No driver. Texted driver through Viator. No response. Called Viator for a refund they said the driver was there for and hour and half waiting for us???? How could that be when our agreed upon meeting time was one hour after we landed so we could gather our belongings and walk the mile and a half in the Athens airport to be on time for the driver . Viator shut me down. I had text documentation, flight documentation and they refused refund and sided with the tour company. Nice customer service. Left in a foreign country with my elderly Mom. No support. Do not book with this company. Go to the bottom of the tour itself and the name of the tour operator is right there. Book directly. Shame on you Viator for not backing your customers and having them pay for services before they are rendered. Never ever ever again”

Helpful Report

Posted 7 months ago

“I booked From Rick’s cafe to Royal palace. A Casablanca adventure yesterday. Didn’t get an email to confirm. Driver/guide did not arrive at allocated time of 9.30am. Had to ring the office that went through to LA. This cost me $150 AU$ as I had to call twice. They wanted to cancel the trip. I said I didn’t want it cancelled I wanted the tour. Eventually another 1/2hr later a driver arrives but he is no guide with very little English. After stopping at the mosque there is at least a change of drivers. He speaks English but is not a guide. Better than nothing. So after all of this I would like a refund as it was nothing like what was offered. I would never book another tour through your company and will advise others not to. This is not the way to run a company!”

Helpful Report

Posted 7 months ago

“DO NOT BUY ANYTHING THROUGH VIATOR THEY ARE CROOKS THEY WOULD NOT CHANGE MY TOUR AND THEIR CUSTOMER SERVICE IS HORRIBLE DO USE THEM”

Helpful Report

Posted 7 months ago

Viator is rated 2.1 based on 1,169 reviews