Viator Reviews

2.2 Rating 1,167 Reviews

28 %

of reviewers recommend Viator

Company Reviews

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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

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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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“We had booked a tour of the Sagrada Familia in Barcelona for 8.50 am, and the guide did not turn up until 9.20am. We had no apology and was told we would just have to join on to the later tour. Also we had booked the Tower Access tickets which were extra, and was again told this was not possible to do on that day. To our amazement the general public were accessing the towers, and there was no explanation on why this was not possible for us. it was a complete sham.”

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Posted 2 years ago

“You end up paying about double what you’d pay for a tour when you get there, or from the vendor directly. The reviews seem overstated. Look elsewhere.”

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Posted 2 years ago

“I canceled my reservation April 13th trip date was April 26th policy is full refund if u cancel 24hrs prior my credit card was still charged $275 dollars. Viator why yall do that. I'm in the process with my cc company for that refund. Ppl watch you cc statements when they come.”

Helpful Report

Posted 2 years ago

“I wasn’t aware Viator was a third party booking agency when I booked my tours, so I take responsibility for that error. I booked 2 tours, back to back, and assumed they were with the same tour group so that there wouldn’t be an issue. After a cluster trying to check in and finding out one was down the road from the other one, we discovered that 1. We didn’t have time to get to the second tour from the first one and that 2. The light show we had paid essentially double for wasn’t even a possibility during the month we were there, and that Viator had to know this. When we didn’t make the second tour, a rep called to check and see why, which was nice. They also emailed, which was nice as well, but in the email they said we missed both a 1:30 and a subsequent 3:25 tour - we never booked or were told we had a 3:25 tour, their meaning being if we didn’t have time to attend the 1:30 tour we had no excuse for missing the later tour, so there would be no refund. We never asked for or expected a refund. When you recognize you’ve been scammed, you don’t expect to get your money back.”

Helpful Report

Posted 3 years ago

“I booked aurangabad 2days tour. Tour name was tour with guide and car.. When I booked only car they also want to know which language guide I prefer. After booking confirmation they provide one ticket/voucher against my booking. There was my name, pick up details.. There was inclusion and exclusion points.. But without car all inclusion point was wrongly provided by them.. That's why we were misguided.. I obviously share my ticket that I received from them”

Helpful Report

Posted 3 years ago

“In the description of our tour it was mentioned that the entry fees are included in the price, which was not true. It caused discomfort and a quarrel between us and the nice people who gave us the tour. As I'm far from being the only one who is complaining about the content of the offers - Watch out and take what is written with suspicion.”

Helpful Report

Posted 3 years ago

“We booked a Niagara-on-the-Lake Small Group Wine Tour with Lunch with Viatour. I was 1 of 16 folks on a Wine Tasting Tour on Saturday, August 28th in Niagara-on-the-Lake. There were 3 groups aboard the "bus" - we were a group of 5 celebrating my daughter's Bridal Shower... none of us had been on a Wine Tour before and we'd driven all the way from Ottawa for the experience. It started with a late pick up from our hotel .... I wish I could tell you who our driver was - she never told us her name - and barely spoke to us, unless it was to tell us to get back on the bus. - You advertise "This fully guided, comprehensive wine tour will not disappoint! " - unfortunately - it DID disappoint. and it was NOT a fully guided tour (as said in the advertisement) nor comprehensive!! - we were transported like cattle from winery to winery. There was no "Guide" sharing any information with us about the Niagara region and the surrounding countryside. Your promise to " travel in comfort" " fell short as 16 people crammed into a limo bus, with blinds drawn was NOT comfortable...especially when the air conditioning was not working properly - on a 40+ degree day!!! The commute between wineries was torturous. We did enjoy our lunch, however, our group were the lucky ones, one of the other groups didn't get their lunch served in time and had to get it to go!! What was the point of pre-ordering our lunch if it wasnt ready when we arrived ?? and sitting outside in 40+ heat, to eat, when we had been sitting on a hot bus, speeding to our next destination.... was not ideal!! We were drained and we'd only been to 2 wineries! Of the 5 wineries we stopped at - there was only 1 that was prepared and shared insight into local winemaking techniques - (Paradiso - wonderful host) the others ushered us in - poured glasses of various wines and then left us to it... We were expecting to SEE the ins and out of wine making - to walk among the grapes and hear how they are harvested and processed to produce the wine - we thought we'd see the barrels and talk to the winemakers. I would not consider the experience we had a "Wine Tour" - it was an arduous bus ride between vineyards ... definitely not worth the $189 per person we paid! I do not know if this is a typical experience when booking a tour that is operated by Viatour & CTG Canada - but it was NOT what we were lead to believe we would be experiencing! Very very disappointed - a waste of 6 hours or our day in Niagara-on-the-Lake.”

Helpful Report

Posted 3 years ago

“I was charged a full tour charge for a food tour that I had cancelled several times via email. I’d double checked it and it said “no active bookings” after each time. I never received an email confirmation. I was charged about $200.00 for an event I canceled and got a “gift” of $25.00 for a future tour. There is apparently a “glitch” of some kind that is not the consumers fault. It is totally irresponsible and unethical (illegal-?)to charge a customer for an internal issue.”

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Posted 3 years ago

“The agent told me we would be on the same excursion as our honeymooning friends we haven't seen in a year, and she put us on a completely different boat and lied directly to me. Thankfully the excursion repaired her damage.”

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Posted 3 years ago

“I had my Tour on the14 June with my partner, and it was best because we had fantastic Julie as our tour guide and loved every bit of our vineyard and their wines. Kudos to Julie 💫🌟✨ she was our superstar. However, customer service response to my calls was terrible as some did not know “what a receipt.” was and staffs replying to my Email was consistent, but an unnecessary repeated question like asking for the exact information for the whole day email and good 4days; hence no one had been able to honor my request. Thinking my request has been answered, I was also asked to review one staff who they believe did respond to my request. I am disappointed in the service. I was about to purchase another tour; it not worth it if a simple receipt is an issue with whole emails.”

Helpful Report

Posted 3 years ago

“My husband and I just came back from Mexico. We joined an early entry into Chechen Itza tour operated by Amigo through Viator. The pickup and seating arrangement were fine. Frank was our tour guide. When he started to ramble rapidly between English and Spanish on the bus, he lost us. When we realized he was speaking English, he was already in the middle of the sentence and half the information was lost. Though he periodically asked ‘Any question?’, however if one had missed out so much one would not know where to start asking. We wonder if that might be the reason hardly any question was asked by anyone during the whole tour. The condition was a bit better when we got to the site, since he did not have to speak Spanish anymore. However the group was much bigger than the promised 20. As a matter of fact, more than 30 people as versus the Spanish group only had about 5. To have a Mayan explained Mayan culture to you is ideal. However if only a small part of the information was relayed, then it did not help the case. If Frank really wants foreigners to understand what he has to say, maybe he should consider slowing down his talking. We hope it just happened to be one of Frank’s ‘bad’ days, because we sure did not have a ‘good’ experience with this Amigo tour.”

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Posted 5 years ago

“Their services in Spain was awful; we booked multiple tours in Seville and Granada and all of them got cancelled last minute by the agent and Viator have no control; the agents can easily cancel and it’s almost impossible to get any tickets from somewhere else. I tried to review it on Viator website but it’s designed not to accept the bad reviews and I tried multiple times and I got the message that their server is down and my review could not be published.”

Helpful Report

Posted 5 years ago

“Booked a skip the line ticket for a 9.30am time slot in Florence 3 days before and the ticket just said pending and no way to contact them to check. They took the money. I managed to ring an Italian customer help line who also said they couldn't help... the day before the booking. She finally gave me an email address...but this was not available on the viator website. A few hours later we got confirmation bit it did not say anything had changed. We turned up at the attraction and they had changed the time to 13.45 but it was not evident until we had got the tickets and lined up for the skip the line! Luckily the person at the attraction was very kind and let us in anyway. I wasted a fair bit of holiday time trying to get through to them and wondering if we could see the attraction. Woukd not book with them again. They need to have a more obvious customer chatline or help email that is manned for tourists in every time zone. Maybe they should not deal with late bookings either.”

Helpful Report

Posted 5 years ago

“I have used Viator a number of times in the past and have appreciated the convenience of their booking system. However my experience of late is Viator appears to subcontract the tours out to a local company and adds a significant fee to do so. I now find it easier to find a local company that rates well through TripAdvisor and use them. it saves a heap of money and gives you a local contact if something goes wrong.”

Helpful Report

Posted 6 years ago

“Arthurs Pass was not what I expected. The weather was so bad that we did not see much. The train is rather disapointing. So many tunnels - 14 of them and the train was crowded. Not worth the money.”

Helpful Report

Posted 6 years ago

“We booked through Viator, an overnight guided tour to Abu Simbel, from Luxor in Egypt, it cost nearly £400. This was, we found out, outsourced to Luxor Travels. Communication between client and company were good in the lead up to the trip. On the day, the driver and guide were on time for pickup, that's the good bits covered. The disappointment and total disbelief came when the guide advised us in the car 30 minutes in, that it would cost us an additional $140 (over £100) to stop at the 2 temples which were on our route anyway to Aswan (our overnight stop). And think, what choice did we have, already on our way? they had us captive! The temples were literally a 2-3 minute detour off the main Nile road and the entrance fees to each were only Le200, a pittance. We couldn't fathom out how the company valued this additional tour at $70 a pop? After much upset and negotiating we tasked our guide Omar to pass on our gripes to the manager in the office and they eventually agreed to do the 3 minute detour to the temples "as a gesture of goodwill" at no extra charge, but we pay our own entrance fees! Fine. Then we were in disbelief as our "guide" Omar was fast asleep for most of the 5 hour car drive - we couldn't ask any questions to a sleeping man. On querying this at the end of the tour he stated that he was not there to be sociable, he haughtily said he was an Egyptologist and as such was not employed to chat!!! Imagine 2 whole days with a man who is your guide in a foreign land but who thinks it demeaning to talk to his clients? The 3 hour drive on to Abu Simbel was boring as he was yet again asleep. And we get there and await this fantastic Egyptology expert's commentary on the Abu Simbel temple, and he talks for just 15 minutes outside the temple and then disappears … he tells us at the last minute that guides are not allowed inside the temple! It was a long long boring journey back let me tell you. Thankfully our driver sought to stop at a mirage that we might like to witness while our "guide" Omar slept. What a joke. By the way, the driver was very good. The tour itinerary was good enough, if anyone had bothered to care for our enjoyment of it. The cost was exorbitant - it can be done locally for 1/4 of the price Viator / Luxor Travels charged us. The "guide" was the most disappointing issue and in no way should he have a job providing any kind of customer service if he thinks it beneath him to talk to tourists, his clients and with no personality whatsoever, he just looked bored! We were disgusted with his attitude and although we enjoyed the Abu Simbel temple (our main reason for booking), it was clear we'd been ripped off and if we hadn't fought for a deal we'd have been hussled into paying an extra $140 for "tours" which cost us $11 in entrance fees. Don't give them your money....”

Helpful Report

Posted 6 years ago

“We have generally had a good experience with Viatour and have used the company in Spain and in France, no fewer than five times. Customer service and appreciation is lacking, however, as our recent experience with them has shown. Explore all of your options before booking with this company, as I don’t find them to concern themselves much with customer satisfaction. We travel in Europe several times a year, but I trust we will look elsewhere when arranging guided tours. Christopher Alexander New Mexico, USA”

Helpful Report

Posted 6 years ago

“We have used viator for several years in different locations and overall we enjoyed their services. But, on a recent trip to Europe we saw a different side and their poor customer service. We booked a one day tour of Paris and we were staying outside of Paris. We noticed signs on the metro that the day of our tour there was a one day social event work slowdown. On the morning of our tour we checked and the limited trains so could not get us to the meeting place in Paris in time. We made numerous calls to the tour agent without success and even called viatour and they told us they didn't know about a strike and it was our responsibility to get to Paris. We stopped in our hotel and an employee whelped us for an hour to finally contact the tour agent who told us basically you get here or lose your money. The hotel concierge realized it was the same company they use for tours and they had cancelled paris tours because of the transit issue. We ended up taking a tour with another company that was great and 3 weeks of fighting with viator and we ended up calling our credit card company to get us a refund. Horrible customer service. Later in the trip we arrived at the Rome port and had scheduled a transfer from viator to our hotel in Rome. When we booked the transfers, we could not schedule a time as we didn't have a disembark time. 2 days before arrival we tried calling the vendor but it went to a non working cell phone. Even the ships crew tried numerous times. Upon arrival, no car service. we waited an hour with multiple calls to the vendor and finally crew member go through on their cell phone and were told a car was there at 7 and waited and then left. They told the vendor that the ship was just getting in at 7 and they hung up on the crew member. We ended up hiring a taxi and 2 weeks later still fighting with viator.”

Helpful Report

Posted 6 years ago

“I booked a tour because a representative gave me some information; it was wrong; after talking or trying to talk to Viator several times; reps were very polite; they didn't get it; they were from Phillapines and had no idea what I needed; never got an answer; had to change my airline dates and incur a change fee with them; all because Viator could not get me correct info; ever.\ I have used in past and fine them lacking in info for customer”

Helpful Report

Posted 6 years ago

“I paid for three Viator tours while on a Mediterranean cruise in May. Only one went flawlessly (a cooking class in Mykonnes), and the other two had problems. Our voucher for a 3.5 hr. tour of Vatican City in a small group of 10, purchased 4 months in advance, became the nightmare of our 18 day trip. Viator obviously is the booking agency the connects travelers worldwide with local agencies who conduct the tours. Most of the local agencies are good (used them previously in Europe and Canada), but THINGS ONLY WORK IF VIATAR GIVES YOU THE CORRECT INFORMATION. We arrived at the Vatican steps at 2:00 for a 2:30 entrance and could not find the company stated on our voucher on any of the guide's flags or signs. During our frantic search 3 nice Vatican officials tried to assist us and agreed that no one from that company name was there. Ironically, an Ecoart tour guide noticed the Viator symbol on our voucher and said "yes, we use Viator but we are not the company you're looking for." At 2:45 I was almost in tears so we purchased tickets with another group, and we paid 56E each on the spot to join another group of about 20 people. It was a great tour with the non-Viatar group, but later it was not easy getting Viatar to admit their fault and they never apologized. I was livid when the second Viatar rep said that Ecoart said we never showed. I told her that we had spoken to them twice but that Ecoart was NOT the name of the local agency printed on our ticket so neither of us thought we should be in that group. Only after writing a long description of our nightmare in the sweltering heat, did they seem to believe I was there and gave us a refund with words to the effect that they were doing us a big favor- no apology, nor denial, for printing the wrong local name on our voucher. The previous day, we enjoyed a terrific 8 hr. Almalfi coast tour with Worldtours of Naples that we purchased through Viatar. The tour exceeded our expectations except that the tour description had said we would be part of a small group of 16, and we counted 30 on the bus. The same thing happened to us on a Viatar trip in Canada that promised group of 12 and it was 20. I don't know if local groups increase the number, or Viatar just buys that many spots from them, but either way the customer is not getting the smaller group experience they pay for. I will do my best to avoid Viatar bookings on future trips and suggests that others do the same.”

Helpful Report

Posted 6 years ago

Viator is rated 2.2 based on 1,167 reviews