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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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 2 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 2 months ago

“Awful - no refund dispute confirming”

Viator 1 star review on 18th September 2024

Helpful Report

Posted 2 months ago

“The driver was 30 minutes late for pickup for a international flight. Did not call me to inform me or to confirm transport. Costing me additional transport fee by taxi. Partial refund not received as of yet.”

Helpful Report

Posted 2 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 2 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 2 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 2 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.”

Helpful Report

Posted 2 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 2 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 2 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 2 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 2 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 2 months ago

“Viator is a total scam. DO NOT USE VIATOR. I tried to book a sailing excursion in Madeira Portugal and only received automatic emails asking me to rate my experience. I was charged for the excursion and tried to confirm and make adjustments to my booking and never got a actual response, only got more automatic emails to review my experience. So I tried to contact the vendor directly by email, Viators messenger, Whatsapp, phone, and text, and never received a response from the Sailboat or Viator. When I went to the vendors address and meeting spot, I could not find any evidence of the company. When I added this same review to Viators website, it was rejected bc their "guidelines" prohibit posting negative responses so that the public has no way of finding out that they are a SCAM. Apparently only EU citizens have the right to appeal that they will not post negative reviews. DO NOT USE VIATOR. IT IS A SCAM. Hopefully the credit card will refund”

Helpful Report

Posted 2 months ago

“No were on the booking site did it ask for ages or say 14 year olds are not allowed to ride 4 wheelers. When we got there they said no we could not go, but we could go on the site for a refund. I tried to get a refund but they kept our money. I should of looked at the reviews before booking.”

Helpful Report

Posted 2 months ago

“The tour guide contacted us 18 mins after the start time of the tour to say the tour was cancelled. Viator customer service were not interested in our complaint and in response, simply listed out an extract from their T&Cs. It’s an appalling set-up, with appalling customer service an d clearly appalling tour operators. Avoid at all costs.”

Helpful Report

Posted 2 months ago

“Will never use again. I had many good experiences with tripadvisor and viator but when the had me meet the tour operator in a very large and busy area and we did not find eachother their customer service sucked! Absolutely refused to work with me, give a refund etc. At the end just ignored me. Will never use again”

Helpful Report

Posted 2 months ago

“Out tour to Quzoud was adventures there was a lot of waking involved. Our driver was very polite sorry I don’t remember his name. Our tour guide Hassan was the best, he was full of information. If you decide to do the tour you need comfortable walking shoes.”

Helpful Report

Posted 2 months ago

“We booked a private tour to Normandy in France. We requested a knowledgeable tour guide. What we got was a young man on his 2nd day on job. Didn't know anything about Normandy. Didn't know anything about monuments or where to go. I contacted Viator and requested a refund. So far I haven't heard anything from them. Do I have any recourse? Will never book another tour through them again. Don't waste your money.”

Helpful Report

Posted 2 months ago

“Why did they CHARGE ME for a trip that THEY cancelled? My bank charges fees for overseas transaction but I do NOT recover them when Viator Credit me. I booked the trip in good faith and then Viator cancelled my trip. WHY CHARGE IN THE FIRST PLACE? NEVER BOOK WITH VIATOR”

Helpful Report

Posted 2 months ago

Viator is rated 2.2 based on 1,102 reviews