Name: Viator
Address: 360 3rd St #400, San Francisco
Rating: 2.21

“We booked tickets via Viator for Studio Ghibli museum in Tokyo - a really hot ticket! It was to celebrate my daughter’s birthday and our last day in Japan. When we got to the pick up point for the tickets 30 mins before the park opened, there was no sign of the person to hand them over. And the person working in the shop said she often dealt with disappointed “foreigners ” whose tickets hadn’t been provided. To cut a very long and stressful story short, we spent the next 2 hours standing in a suburb of Tokyo ringing various helpline numbers and the contacts they had provided me on the booking combination. Viator were unable to help and just repeatedly read from a script telling me my only option was to get a refund. The local tour operator (who it turned out was in China, not Japan) was just baffled. She was clearly working from home and had a screaming baby in the background. With their help, we finally received a QR code to redeem our tickets over WhatsApp only to discover they had unilaterally changed the time of our booking to 3pm without telling us. That meant we had only 2 hours in the park rather than a whole day. And had 5 hours to “kill” waiting. At no point had they communicated with me despite having our my email address, phone number and viator account details. And despite me contacting them the day before to confirm our booking. It really felt like a scam and I never would have chosen to celebrate my daughters birthday in this way. Viator need more control over their local suppliers and to make sure they check quality of service on the ground. (Also China is not local to Japan!!!!) I would advise anyone to think twice before using Viator for important events.”

Helpful Report

Posted 7 months ago

“I booked two excursions through Viator. One was on Friday and a second one the following morning on Saturday. Friday afternoon I started feeling nausea. I decided to do the Excursion despite feeling sick. I ended up vomiting throughout the Excursion and got a fever. I wanted to go on the Excursion the next day but was concerned because I felt so bad. I notified the Excursion that evening through a message and called Viator immediately. I left my phone number on the message. I received a call early the next morning from the Excursion asking how I was feeling and if I would be participating. I said I was still vomiting and still had a fever. We mutually agreed it probably would be best for me not to go. I made arrangements with my wife to take me to urgent care later that morning. Viator would not refund because it was not 24 hours. They want sick people to go on the excursions.”

Helpful Report

Posted 7 months ago

“Misleading scam. Sold me “access” to all of the Eiffle tower floors. What they didn’t mention except at the very bottom of the email was that it was a tour guide. The “ticket” I purchased was for 7:30 but the fine print told me to collect my ticket at 7pm. I wound up missing the sunset on the Eiffel tower which I was really looking forward to. I wouldn’t up buying directly to all floors and it only cost €30. They refused to refund me so I’ll be disputing this with my bank.”

Helpful Report

Posted 7 months ago

“This is an expensive way to book, Don t use this site. 10 fold Prices.”

Helpful Report

Posted 7 months ago

“Absolutely scam artists. Let you book a time slot on the website, but don’t actually book the time slot. They will send you a link hours later and expect you to then book a time slot. They obviously expect you to be constantly checking your Viator account whilst on holiday. I had this happen to me and the tour was sold out. I complained and was told no refunds under any circumstances. So I have paid the I travel to the tour location. Have paid roaming charges to complain and also for a tour that I didn’t get, and won’t get refunded for as it was sold out. They will put all the emphasis on you and will say it’s your fault for not booking a time slot sooner. Absolutely scam artists”

Helpful Report

Posted 7 months ago

“My wife and I booked a Dolphin Eco Boat Tour as a Christmas gift. There was a miscommunication between family members about the date of the tour. We tried to reschedule, but they wanted another $150.00. It’s seems to me that money is what is more important than a happy customer. Please don’t ever make a mistake with business. If I could give them 0 star rating. I hope you think twice before using this company”

Helpful Report

Posted 7 months ago

“I booked and paid for a summit access tour of the Eiffel Tower through Viator. However, when the tour guide arrived he informed us that we only had access to the 2nd floor. This seems like a good ole bait and switch tactic to the tune of three times the price of a standard entry ticket. When asked to be given a credit or a voucher, I was denied. Avoid Viator when booking excursions in Paris this summer. They’re a rip Off!”

Helpful Report

Posted 7 months ago

“We booked a tour of the Sistine chapel and St. Peter’s Bascilica Thursday night. The next day we spoke with the Tour company that morning, showed up 45 minutes early and no one told us until we were on the tour that St Peter’s was closing at 1230 for Good Friday. One would think this would be common knowledge years in advance. They claim they found out the Thurs day morning, still before we booked and paid for our tour. The tour company and Viator totally deny any wrong doing when they only provided half the tour paid for and falsely advertised.”

Helpful Report

Posted 7 months ago

“Joke of a company Booked and paid months ago for a trip to the roman colloseum, underground, arena, forum and palatine Hill. Just received an auto email stating tour cancelled? No explanation why. Everywhere else now booked up! Thanks Viator!!!!! Won't be using again- first and last time”

Helpful Report

Posted 7 months ago

“App didn't work. No refund issued..waste of money”

Helpful Report

Posted 7 months ago

“Customer service is terrible. I called them for 45 min abt an issue and the answer they gave me was "We will get back to you on email in a few days"... What was the long wait then? This is crazy...”

Helpful Report

Posted 7 months ago

“Run from this company. They are a scam. I booked an Eiffel Tour summit tour. We did not summit. They did not have tickets and it was an overall terrible experience. Im still trying to get a refund but i will make sure everyone knows NOT to book here.”

Helpful Report

Posted 7 months ago

“Hola para una experiencia muy desagradable me vendieron un excursión al palacio de alambra en granada España con casi dos meses de anticipación esas entradas después de haber cogido el autobús nunca aparecieron y querían que entráramos con entradas de otras personas que no concordaban con nuestros pasaportes para una experiencia desastrosa para mi me sentí robado y estafado”

Helpful Report

Posted 7 months ago

“Nunca vieje con Viator, la peor experiencia, nos vendieron unas entradas para Alambra, y cuando llegamos no existían, querian que entrarnos con tickets con otros nombres, que por su puesto no coincidía con nuestros pasaportes, la peor experiencia. Nunca mas seran una opción para mi en mis vacaciones. Son unos estafadores”

Helpful Report

Posted 7 months ago

“Stay away from this company They cancelled my tour same day as I booked it. The payment was authorised and has been sitting pending in my account for over a week and they refuse to acknowledge I can't get my money. Many many phone calls and emails and they just keep lying. Telling me it was voided and never charged...yet its still pending on my account and I can't use MY money. Dodgy company. Stay away”

Helpful Report

Posted 8 months ago

“What a joke , we purchase the eiffel tower tour and was an scam jajajajjaj lol , now we are waiting 4 hours with the tour guy to buy the tickets lol 🤣, something that we can do and paid less , NEVER NEVER buy something with AVIATOR . A joke”

Helpful Report

Posted 8 months ago

“Train tickets never provided. Have proof from agency they could not deliver but viator said they did so provided no refund. Will have to claim from bank. Would 100% avoid”

Helpful Report

Posted 8 months ago

“Hi the trip was so awesome, as I really enjoying it as very eyes open to learning about fish villages i really fancy the way of villages as close community ,buddha very jnterested and grace is very good to explaining about buddha , foods was nice to eat , Is was very highlights of my life as very open to understanding , Grace is awesome warm, funny as so much information to share , as find her heart is big to share, I would love her to my guide again Many thank you to make my day Lynne Smith new zealand”

Helpful Report

Posted 8 months ago

“We booked several tours with Viator while in Paris. The first 5-6 tours went well. The tickets arrived on time and the tour guide was available. For our last tour in Paris, we were supposed to see the Arc de Triomphe. The tickets never appeared in our email or the app. I even contacted Viator. Told them about our issue. They couldn’t help us. So I tried to get my money back. They said the vendor had emailed it to us. I told them that I needed a manager. He said the same thing that it was emailed. I explained that it wasn’t sent to our email or our app. I saw that a day later it had been sent to WhatsApp. Which I never use. Viator refused to give me a refund or rebate on the next two trips that have already been book. Lucky it was a small amount lost. But on principle I do not like poor customer service.”

Helpful Report

Posted 8 months ago

“We booked several tours with Viator while in Paris. The first 5-6 tours went well. The tickets arrived on time and the tour guide was available. For our last tour in Paris, we were supposed to see the Arc de Triomphe. The tickets never appeared in our email or the app. I even contacted Viator. Told them about our issue. They couldn’t help us. So I tried to get my money back. They said the vendor had emailed it to us. I told them that I needed a manager. He said the same thing that it was emailed. I explained that it wasn’t sent to our email or our app. I saw that a day later it had been sent to WhatsApp. Which I never use. Viator refused to give me a refund or rebate on the next two trips that have already been book. Lucky it was a small amount lost. But on principle I do not like poor customer service.”

Helpful Report

Posted 8 months ago

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

Viator Reviews