Viator Reviews

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

2.2 Rating 1,135 Reviews

29 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.2

Based on 1,135 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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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

“Viator did send us a last minute message with new pick up adres. Nobody came to pick us up, so we mist our tour. Called the tourcompany gebeld and they told us we should have been at the first given pick up place, not this one. Trye to reach Viator time after time, and received a message comfirmation everytime we send a mail but now more than two weeks ago we have never heard from Viator since. laten horen, ondanks vele berichten van ons. We payed €140,00 that we shoult have returned as we never had the trip. Very bad company, Viator and we will never use this again.”

Helpful Report

Posted 7 years ago

“I will never use viator again. I recieved confirmation of ticket availability after the time slot for my tour had expired and the actual ticket vouchers arrived several hours later. Was informed by customer service that l had no right to any refund, (l tried to cancel when l'd had no confirmation by the time l was supposed to be getting to the venue) Total waste of €50”

Helpful Report

Posted 7 years ago

“They do not honor their low price guarantee. I found the two tours I booked at a 10% discount on the tour company's website the same day I booked through Viator. They would not honor the lower price saying they charged the recommended price despite the fact that I sent screenshots as proof. I will go back to Expedia in the future.”

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Posted 7 years ago

“They help me with my payment problem efficiently and effectively.”

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Posted 7 years ago

“WARNING! Viator does not stand by it's tours. Viator provided the wrong tour start time. Based on their misrepresentation, we missed this tour. Then, rather than making this right, they tried to blame the local tour company and when I pushed back on that (because it wasn't the tour company's mistake, it was Viator's mistake), they tried to blame me. Then they refused to refund me despite the fact that the problem was entirely on their end. DO NOT WORK WITH THEM. I wouldn't advise working with them if I were a tour company or patron. If there is any problem, they simply try to shift the blame and not help resolve the problem. I would advise looking for the tour on the website and then booking directly with the actual tour. That way, you can ensure that you are dealing with one entity to resolve any concerns. And you get information directly from the tour company rather than misinformation from Viator. So disappointed. I went through Viator because I trusted that they would help ensure a great experience. Big Mistake.”

Helpful Report

Posted 7 years ago

“Today was the first time I have tried to book a tour to Fiji (actually 2) through Viator and my card has been hacked. I was charged incorrect amount and didn't not receive any booking confirmation. Having spoken to the Viator Help Centre I was advised to contact my bank and report a fraud. So not only did I lose money but my card had to be cancelled and that's only 3 days before my holiday in Fiji! Great! Certainly won't be booking anything through Viator again. It might be just bad luck but just be careful everyone...”

Helpful Report

Posted 7 years ago

“Booked a garden tour in Barbados for 22nd May 2017 on the 26 Jan 2017 and paid in full and printed off all paperwork.When in Barbados told to contact A+ tours and events Let down by both company's the day before trip due. Tour cancelled.”

Helpful Report

Posted 7 years ago

“1ST TIME WORST TIME NEVER AGAING this was such a HORRIBLE EXPERIENCE if I can rate this a ZERO I would. They were SO UNPROFESSIONAL it was RIDICULOUS. Went with 7 ppl only 2 of the 7 ppl rode atvs before. Everything was SO RUSHED that 2 ppl went to the bathroom which they got CHARGED TO USE and when they got back they just wanted them to hop on with NO KNOWLEDGE of how to use the machine and go. They also wanted us to pay 20 for security for the atv which we had no KNOWLEDGE of it didn't say that in the booking. They were NOT at all PREPARED for 7 riders we had no goggles the helmets didn't fit correctly and my friend helmet was BROKEN. At first the men said she didn't need one.Her being SMART said no i need a HELMENT. Then they cut a bookbag strap off with a BROKEN BOTTLE and tied it around her head.The atvs kept stopping. They RUSHED us threw the course.They had attitudes they left us behind at times we didnt know what was ahead. The course was SO ROCKY and not on the beach at ALL.Some of us got in accidents. My one friend with the bad helmet got in a accidents and flew off the atv.We sat around as they left us there waiting for help they came back with NO-ONE they then tried to convince her to get back on the atv COUNTLESS OF TIMES which was ANNOYING.They couldnt understand NO. They left again saying they was getting help came back with someone we never seen before it was like he picked someone up for a ride and dropped him off. At this point we where fed up we then started to walked in the HOT DRY WEATHER by ourselves to try to get back to the starting point FOR HELP all a while my friend is INJURED they had no idea what to do in this situation thank the goodness she had her helmet on because she hit her head as she fell to the ground and getting back to the boat we learned that she broke and frasured her wrist which I wrapped up in the woods. They had no KNOWLEDGE,NO SYMPATHY,NO COMPASSION about my friend bring hurt or in pain. I will NEVER EVER USE THIS PLACE AGAIN I advise u all take this as a WARNING”

Helpful Report

Posted 7 years ago

“Went to Mexico with a group of family membees.Went to use the ATVs we had planned for the day & it was ruined befor it started.TERRIBLE service first off.One of our rifers helmets was broke one strap & instead of getting her a new helmet..they tore a strap off a bookbag in oreder for it to click.They told her at first that she didnt need a helmet.She ended falling off the ATV & it took them a lilttle over an hour to get us help after communicating back & fourth with them & them giving us wrong info.NEVER AGAIN trip was fun other than that”

Helpful Report

Posted 7 years ago

“Eiffel tower we paid for summit tickets ,booked for 28 th may 2017.we got second floor tickets from sofia.sent u a mail no response. How do I get a refund of 6 euros paid extra per person .for 3 of us I paid 18 euros extra .how will I get the refund for no fault of ours”

Helpful Report

Posted 7 years ago

“I booked a one day tour from NYC to Niagara Falls for me and my sister. Total cost was $1098.00. We had a family emergency son was diagnosed with cancer while deployed in the Air Force and had to have emergency surgery at Walter Reed Hospital. So I had to cancel about 12 days before our date. They said it must be 30 days before and they will not let me reschedule and kept all the money. Never Again will I use Viator. Thanks for your no compassion you crooks. Customer Service are no help at all. Beware!!”

Helpful Report

Posted 7 years ago

“We booked a day tour to see Chichen Itza with a provider called 'Cancun Vacation Experts' and paid through the website viator.com. On the day prior to the tour, we attempted to telephone Cancun Vacation Experts on the numbers provided on their voucher to confirm pick up. We also tried all of the telephone numbers on their website - and ALL WERE UNAVAILABLE. We also emailed the day prior through viator.com and did not receive a response. On the morning of our tour, we waited at our hotel reception from 7am to 10am and no tour shuttle arrived to collect us. We only had one day during this holiday to see Chichen Itza (a 7th wonder of the world) and missed the opportunity due to this company's extreme disorganisation and lack of professionalism. Despite having finally received an apology via Facebook from Cancun Vacation Experts, we have still not received confirmation that we will receive a refund. We were extremely disappointed.”

Helpful Report

Posted 7 years ago

“Book two tours from Viator.com, on a Bucharest Romania based tour called "Private Tour of the Black Sea Coast: A journey from Romania to Bulgaria". I booked twice on this multi-day tour only to have each booking canceled, the first canceled with little time, and the second one canceled very last minute, less than a day or so from planned start. Both tours were canceled, even though they showed availability on the site and the site took the bookings and credit card payments for each reservation. Because the cancellations were so last minute, made it very challenging to change to an available alternative tour as others were already booked. If you are going on a distance journey to get to the starting location, only to have planned tours canceled, really ruins a vacation. Don't count on Viator tour bookings. A third tour also shown on site showed times a castle was opened that was incorrect.”

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Posted 7 years ago

“I count on reviews before scheduling... I booked 2 through Viator. 1 was amazing, other was horrible. I can't find a way to review the 2 experiences.”

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Posted 7 years ago

“Absolutely AWFUL company. Truly, everyone you ever come into contact with at this company is simply worthless, useless, and have no redeeming values. From anyone on the phone--who are all absolutely clueless, to every single administrative professional in every department. Have contacted this company several dozen times through various channels and all across the board it is a horribly mismanaged company. How the hell TripAdvisor ever thought they were worth buying is beyond logic. Perhaps several years ago they were better, but for sure they have completely flushed themselves down the toilet with each year getting far worse than the past.”

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Posted 7 years ago

“Excellent vatican tour thanks to our guide Luigi”

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Posted 7 years ago

“I'm currently in Amsterdam, a week ago I purchased a skip the line Van Gogh museum with a Hop On Hop Off canal boat tour. I went to exchange my voucher for a ticket and was informed that there were no more time slots for the day of purchase, looking through my voucher it was NOT noted anywhere that I needed a specific time for entry. Apparently that is standard around Amsterdam. When I informed Viator I was met with sorry you were a no show you are unable to get a refund. I explained I was not a no show that they sold me a voucher that I could not use and was told I should have bought the insurance with still no refund. Worst customer service I've ever experienced and suggest looking at other sights so you don't get sucked into a trap as I did.”

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Posted 7 years ago

“We had one tour in Tahiti and two in Hawaii. Also had two transfers in Hawaii. All took place and all good.”

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Posted 7 years ago

“Travelled to Polland & Hungary.. Very satisfying sightseeing trip which I had booked with Viator thru my agent. Danube bend tour was the best one at Budapest. The driver cum guide Mr Shephen from Happy Tour was very knowledgeable & Kind.. & really took atmost care.”

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Posted 7 years ago

“I really hate what they have done to TripAdvisor. It used to be you went there and the companies with the best reviews were at the top. Now they have redesigned the site to show the tours booked on Viator first. Some of those tours are terribly rated. This is a slap in the face to all the people who worked so hard writing reviews and all the companies that have top ratings but do not sell through Viator. This monitization is on the backs of all the hard working people and has made TripAdvisor kind of a big lie. Beware the big yellow "Book Now" buttons you see on trip advisor, you are likely going to get a much worse tour than if you dig down and read the real reviews for the real top rated companies. Book through the companies themselves, don't let Viator ruin a great review site.”

Helpful Report

Posted 7 years ago

Viator is rated 2.2 based on 1,135 reviews