Viator Reviews

Name: Viator
Address: 360 3rd St #400, San Francisco
Rating: 2.15

2.2 Rating 1,167 Reviews

28 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.2

Based on 1,167 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

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

“Stay away from this company and do not use them. Their booking system is a disgrace. I booked tickets for vatican and sistine chapel and their system booked me in for a date I did not choose and a week before my arrival in Rome. No refund and no assistance whatsoever. Took my money and could not care less about their customers. The worst compnay I have ever dealt with. AVOID.”

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Posted 5 months ago

“They took us to the wrong city and we did not receive any of the components of the booked trip. They would not provide a refund. A bunch of crooks. Do not use Viator.”

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Posted 5 months ago

“I advise any prospective future travellers to avoid Viator like the plague I forgot to read all these negative reviews before I booked a shuttle bus to pick us up from the airport in Hawaii to our hotel. We were out waiting in time for the pickup but no one was there for us > We walked up and down all the shuttle buses asking over and again as to whether anyone knew who was supposed to be there,as on the confirmation they sent us they did not name the company that should have been there. After 2and and half hours we finally gave up and paid another shuttle $55 American on top of the $55 we paid to Viator. I have been trying now for over 4 weeks to have this resolved, to no satisfaction , then today I finally get a message saying they were not going to refund the money. Not even an explanation or excuse as to why we did not get the service. They also had the cheek to say "we hope you use our company in the future" Fat chance of that happening”

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Posted 5 months ago

“QR code not working at bay cruise , no refund , poor communication, stay away from VIATOR - SAFE TIME AND MONEY.”

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Posted 5 months ago

“Awful company and service, proceed at your peril! The Viator system let us book a tour to the Sistine on a closed day. Those tickets cost over £200. We were only in Rome for 2 days, 1 night, and the Sistine was a priority for my husband on his 50th birthday. When the Sistine chapel tour operator called to tell us, the only other time they had was at the same time as the Colloseum booking time. I tried to contact customer service and the tour operator who both refused to accommodate us and firmly stuck to cancellation policies. This was no fault of our own and entirely due to the Viator system allowing us to book another expensive tour for the Sistine on a day that was closed. For this reason I would never recommend Viator. They claimed they wouldn’t know if it was a closure day, which is awful for a booking system and ruined our organised trip and tour of the Colosseum and our planning for the time we had in Rome. Their customer service is awful and so unhelpful. We lost our money and the opportunity to see the Colosseum. Never use this company.”

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Posted 5 months ago

“Loved them until they dropped the ball and didn't help me on a bad tour. Get your guide, here i come!”

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Posted 5 months ago

“Terrible company . Poor customer response , causes issues to companies that use them … I tried to avoid them and used Tripadvisor only to find they are same ..”

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Posted 5 months ago

“We had 4 different tours that canceled on us at the last minute and took a golf carry tour that was awful. Is never recommend this company.”

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Posted 5 months ago

“We had booked a cooking class in Lucca Italy for Oct 18th at 5pm. On the ticket it listed a remote location to be picked up due to the fact the class was at a private home. We arrived at the assign location at 4:45 and waited until 5:30. I tried to contact Viator because there was no phone number for the class operator. The Viator agent told me I had the wrong day! I explained the i was looking at my ticket and it was booked for today. The agent was very rude and had no solutions. We had paid in advance $645US. After several conversations with Viator they are unwilling to refund any of our money!! This is completely unacceptable! Our ticket showed a location to meet at and we were there. There was no contact information about the cooking class operator to call for help and the Viator agent was rude with no help. This was an expensive class and I don't feel we did anything wrong. To not be refunded is just wrong!! I will never use Viator again!!”

Helpful Report

Posted 5 months ago

“This is a complete scam. I booked a self-guided tour of the Alhambra, received two confirmations that my tickets were on their way, only to be told the afternoon before that they didn't have the ticket. Surely they can't advertise tickets they don't have, so this is fraudulent.”

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Posted 5 months ago

“Booked a Madeira 'East trip' with Viator for a trip of 5 adults ages between 51 and 80. The 'mini-van' was scheduled for 08:50 pickup and it was on time. There were already about 7 or 8 people on board and the best seats were taken. This meant those of us in our group, two being over 6ft tall struggled to get comfy due to very very poor leg room in the Mercedes Sprinter (18 seater) mini-bus The driver proceeded to spend the next HOUR driving around Funchal, collecting other passngers including two stops at the bus station!!! The 2nd was to collect two more adults and thus completely filling the vehicle. At this point the lack of legroom at the back became unbearable which was pointed out to the driver in no uncertain terms. His response? He couldn't care less!! The small seating and overcrowding also meant that wearing seatbelts - which is a legal requirement in Madeira was impossible, something very dangerous on hilly Madeiran roads and accident plagued motorways. Voices were raised when the driver appeared to be completely apathetic about the situation or the fact laws would be broken and his paying elderly passengers ENDANGERED. The driver said he would arrange for another Virator van to collect us and to take us on the tour so the five of us consisting of 50, 53 and 80yr old males along with 70 and 74 yr old females got off the 'mini-bus' After waiting 25 minutes we called Virator and spoke to someone called Lenny? Who basically couldn't care less that we had been dumped, had no instructions or intentions of sending a replacement vehicle (a blatant lie from the driver) and of course meaning we were robbed of the tour fee which we will have to claim back from our bank. Reviews exist to give other customers the chance to make informed choicesabout who they use, please read this and think very VERY carefully about using this company as next time it could be you!!!!”

Viator 1 star review on 26th October 2024

Helpful Report

Posted 5 months ago

“Two excursions booked and paid for using Viator No excursions at the addresses, no support, no response, no nothing ! Beware”

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Posted 5 months ago

“Was double charge 138 dollars customer refused to help. Was canceled within 5 mins of making the trip but because it was the wrong day and because it wasn't 24 hrs before the day I lose 138 how is that good business”

Viator 1 star review on 21st October 2024

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Posted 5 months ago

“The worst experience ever . we plan few days to visit Granada in Spain. We got a reservation for the Alhambra in Granada and guess what they send me a message the day before our visit that the tickets weren’t available because of overbooking. We spent a lot of money in hotels for absolutely nothing but Viator doesn’t care a bit . Do not use Viator ever they are no good .”

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Posted 5 months ago

“Did not listen to anything I had to say. Horrible experience. Very unprofessional.”

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Posted 5 months ago

“I booked the Chichen itza day tour The tour host by Coba Tulum experience The tour was is very bad organization First and priority to tour guide was shoping it was totally waste of time plusbtheir aritude Im very disappointed Tour time shuold take 12 hours It was almost 15 hours Do take this tours from Coba Tulum experience Tour guide was rude and unpleasant”

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Posted 5 months ago

“All this company cares about is collecting your MONEY! Our entire family came down with Covid day before tour. Trip to Tn ended and all had to drive back home to Pa. Was truly looking forward to the tour planned and our vacation. Explained situation, result, we are keeping your $690. Thanks Viator! Never again!!!”

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Posted 6 months ago

“We booked 3 tickets for Madrid Castle but could not find the tourer at the address indicated. We walked all around for 1 hr and no tourer. We could do the tour cause the barcode didn’t work either. When asked for a refund they refused to return our money. Will never use this company again!”

Helpful Report

Posted 6 months ago

“We booked a tour of Rocky Mountain Park for a family reunion. We originally had a tour for 4 but more people wanted to go. The tour guide suggested we cancel the original and start over as we now had 8 people. My sister had started the plan so she was refunded for the original reservation. I started over and reserved the tour for 8 people when they flew into Denver. Unfortunately, that was the July power crisis and more than half our group were stranded in airports in New York and California as we waited to pick them up in Denver. By that afternoon we knew that the trip was ruined. I called Viator to cancel. I asked for a refund and was refused the refund because we called one hour after the 24 hour limit. I explained that the power loss had stranded thousands of people and no one knew they were stranded until after the plane should have departed. The phone person at Viator said no. I tried to email customer service but the email bounced back. I tried to write a letter but the online address was incorrect. I lost $1,200. I am 76 years old living on Social Security. This was special money saved for a trip that collapsed and I cannot find a way to reach them.”

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Posted 6 months ago

“Tour was misrepresented, did not get what we paid for!”

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Posted 6 months ago

Viator is rated 2.2 based on 1,167 reviews