Viator Reviews

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

2.1 Rating 1,170 Reviews

28 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.1

Based on 1,170 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

Write Your review

Tell us how Viator made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“If I could leave 0 stars I would. We have booked through here before and not had issues but this last booking and customer service experience has been awful. We were considering booking some tickets but my husband and I were discussing it. My husband handed our under age son his phone do did our passports out of our bag while we were walking by the Vatican and our son confirmed the trip. We canceled immediately but they do not want to refund us over 500 dollars. Very disappointing and unprofessional. We will discuss with our bank once we get home. We will not book with them EVER again and will make sure all of our traveling friends don’t use them either.”

Helpful Report

Posted 10 months ago

“This company is completely corrupt. We have had countless issues over the years & have had to fight every time for a a full or partial refund for Tour Guide Shows, Bait & Switch tactics, etc. Our latest issue- we booked a Full Day TOUR with our friends in Italy. When the driver arrived she immediately told us “Sorry we didn’t have a Tour Guide available today, I can drive you but you’ll be on your own.” It was too late to make a new reservation so we accepted. She told us to request a partial refund from whoever we booked the tour. We were given no maps, no guidance, nothing. Every tower & museum in the Tour Description required pre-purchased or skip the line tickets so we weren’t able to do or see any of the Highlights listed in the tour description. I requested a 50% refund upon our arrival home. They denied it. I filed a chargeback case with our credit card and received this THREATENING email with the wrong facts from them (photo below). We will be fighting this & reporting Viator to our State Attorney General as we believe threats such as this based on incorrect facts are illegal.”

Helpful Report

Posted 11 months ago

“So I booked an excursion for 19/6/24 so many confusing advise before the trip. These are my issues Once booked you get a confirmation It is very confusing ‘Before you go’ Viator says confirm pick up by email or phone, then told no need to do that, then Viator says phone send a message to SUPERPHONE, (?) then Viator said send an email, then in two messages DO NOTHING unless cancelling So many emails I hope Viator read, ensure EVERYONE sings from the same hymn sheet”

Helpful Report

Posted 11 months ago

“Full description is misleading make sure to look at all pictures cause the last picture will have more details that you need. Scammers.”

Helpful Report

Posted 11 months ago

“Viator is awful! Do not use them! We were 9 min to your trip and they cancelled our tour then offered the next day and cancelled on us and no refund! Do not trust them!”

Helpful Report

Posted 11 months ago

“Refunded an experience without asking me where I wanted the money sent to, just went back to the original payment method, which was a gift card thrown out a year ago. Would have been happy with a credit, but no chance was given to communicate this, they didn't even send a confirmation email, so I couldn't quickly let them know before it cleared. Unprofessional. And will quote TOS instead of common sense and try to work with you. Do not use a card you may not have in a month/years time, they will not send to another card. Your money is lost.”

Helpful Report

Posted 11 months ago

“Sh*t company, sh*t service - I stupidly booked the wrong date and there was less than zero interest in helping me resolve.”

Helpful Report

Posted 11 months ago

“I would put minus but no facility to do so . I booked a tour through Viator . Unfortunately our transport was delayed . I contacted the tour company from 6 am and other times during that day via Viator and WhatsApp to just reschedule . I had NO response from tour operator at all . When I contacted Viator to complain I eventually received a message 2 days later only because Viator contacted them . Surprise surprise the tour company is now stating too late to reschedule/ refund . But why didn’t they contact me on the day ??? I will pursue thus as it’s blatantly wrong for these people to be able to get away with this and get supported doing so .”

Helpful Report

Posted 11 months ago

“I don't recommThey make your itinerary as it suits them, they don't think about the client.end. They schedule”

Helpful Report

Posted 11 months ago

“HORRIBLE EXPERIENCE! The boat and tour we scheduled never showed up. Then we rebooked it for another day and it didn’t show up again. It completely ruined our 3 day trip to Bimini, for our anniversary trip. A complete fraud. RUN FROM THIS COMPANY! They refused to give a refund! It was all a horrible experience!”

Helpful Report

Posted 11 months ago

“Bought a ‘voucher’ not even a ticket to upper antelope canyon. Fortunately the voucher worked. However, I learned it was double almost triple the price everyone else paid for their tickets who bought directly from the touring companies. I feel cheated and duped.”

Helpful Report

Posted 11 months ago

“We had booked a day trip to great ocean today!! They were suppose to pick us up at 7 am from our pick up point. Nobody turned till 8am. There was no way we could communicate to them. Being a weekend the customer service also were not responding. Very bad experience !! Horrible!!”

Helpful Report

Posted 11 months ago

“Absolutely disgusting service - overcharged me $340 and refund hasn’t been received after timeframe provided. Messaged numerous times on WhatsApp and the agent leaves the chat mid-conversation and have terrible attitudes with no willingness to help. No one can answer my questions or resolve my enquiry, I’ve been going round in circles for 11 days now - never booking with Viator again. So beyond frustrated.”

Helpful Report

Posted 11 months ago

“This site is A SCAM, they sell fantom Tour Operators with no working numbers. When you call Aviator to get assistance, Aviator’s, representatives not even have how to contact these companies, thus, the solution is hanging off the phone to you The license to sell tour packages should be suspended”

Helpful Report

Posted 11 months ago

“Be aware never use Via tour. I had so many problems I called customer service. They are in Philippines. They don’t know the system. I waited for hour and a half to just cancel the bookings and he couldn’t help me in hour and a half. I asked for a supervisor, and I was never transferred to a supervisor. This is the worst company for tours.”

Helpful Report

Posted 11 months ago

“We booked a tour through Viator because we trusted Trip Advisor. That was a mistake. The tour was cancelled an hour before it was to begin. Visitor did not one thing to help us find another tour. We had to do it ourselves. Viator’s compensation for the aggravation and frustration while on our vacation? They offered a measly 5% off our next tour. What next tour? Not with Viator, that’s for sure.”

Helpful Report

Posted 11 months ago

“Tour was fine. But their refund and no changes policy sucks! It's hard for me to view that this third party booking site doesn't have strong relationships with tour operators. Their policy to have $0 refunds and 0 changes (example: change time of tour) shows a low opinion of their customers. If I can change my airplane ticket though Expedia....I should be able to change the time of my tour. It's simpler for them to not care, and not invest to change policy”

Helpful Report

Posted 11 months ago

“I was planning a trip to Ireland with a friend a month in advanced and I accidentally booked it for the next day (I’m not even in Ireland!), I immediately called Viator to change the date and after keeping me on the phone for half an hour and “trying to help”, they said they couldn’t accommodate me because the system wouldn’t allow it. They said that I could dispute it with my credit card company, so I asked them to send me an email that they couldn’t find a work around with their system or override the order. The worst part is they offered me a discount for my next tour and instead of sending it to me via email they wanted to book it on the spot. When I finally looked at the email, they had just sent me a generic email stating their policy as a 100% cancellation fee, when all I wanted to do is to change the dates. I will be reporting them to the better business bureau. You can see the time stamps in the photos. An honest mistake cost $243”

Helpful Report

Posted 11 months ago

“They are a rip off! If you cancel due to unforeseen events they keep your money. You don’t want to die or have an accident the day of the event because you will not see your money back! My flight got canceled 20 min before departure and I couldn’t find any understanding with Viator. Thiefs!”

Helpful Report

Posted 11 months ago

“They just rip off your money for these so called tours they sell you and at the end you get nothing. Be careful”

Helpful Report

Posted 11 months ago

Viator is rated 2.1 based on 1,170 reviews