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

“Have done numerous tours with Viator. Usually OK but on last booking really hit rock bottom. Booked a ride from Roma Central train station to port. Sent two emails to operator with the time of arrival of train. That morning he calls me and says that my 12:10 arrival is too late, the ride is leaving at 11:30. Fine please cancel the pickup. But for an extra 50 euros we can accommodate you. Don't bother, I'm at the train station already and will take the 12 euro train instead of 110 euro ride. I reviewed him just repeating this story. He contacted me through Viator and insulted me calling me a piece of s--t. Great customer service. Sent an email to Viator with his comments and the email I sent to provider with arrival information. No response after a week. Called their service number and talked with a "service" provider. It was my fault and there was nothing they could do. Asked for contact information for a manager. Nope. If something goes wrong with Viator near impossible to make contact.”

Helpful Report

Posted 1 year ago

“In May 2023 we booked a small group tour with Viator for Omaha and Normandy Beaches. It was a wonderful tour and Pascal was a great driver and tour guide. His wealth of knowledge about WWII and the area was astounding. Because our group had no set plans, he even added a few more stops at the end of our tour!! I would definately recommend Pascal if you are doing the Normandy Beaches tour!”

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Posted 1 year ago

“They are the worst. You are better off making your bookings directly and planning your trip yourself. They have given me hell trying to used them and almost ruin my vacations. They are absolutely useless. Their representatives are not able to help you as if you would have made a direct booking to whatever tour company that was providing the experience. It’s absolutely not worth the hassle you get. DON’T DO IT!!!”

Helpful Report

Posted 1 year ago

“Booked Viator in Dominican Republic for our tour of Santo Domingo. Firstly, no prior arrangements made with us, just a random text saying "Hi" on Whatsapp. Just showed up at our hotel unannounced. The Viator website advertised it to be a "private party" tour with ONLY my group. Turned out to be completely false. First it was a minivan stuffed like sardines, with 13-14 people total and roaches EVERYWHERE. Then we got taken to a gas station and deposited into a HUGE tour bus and over 40 people on the bus. The drivers were all insanely fast (it might be a Dominican Republic way of driving) For $500 USD for 6 people....I definitely would never do this again. Please consider booking your tour with the resort you are staying at. Double the price but much better experience.”

Helpful Report

Posted 1 year ago

“A terrible company with a terrible staff. Wrong information on their website, conditions changing after you have booked (price considerably increasing), nobody to contact with complaints. A total nightmare.”

Helpful Report

Posted 1 year ago

“DON'T USE VIATOR. They will incorrectly book your trip, not pay for their mistake, and attempt to steal from small businesses.”

Helpful Report

Posted 1 year ago

“Horrible company - I used them many times and each time there was an issue with the tours in Philadelphia they canceled all the tours that I had with them advising me less then a day when I explained to them that I didn't book and can't book with any other company they didn't care so I was stuck 3 days in Philadelphia with 2 kids and wasted over $1000 for hotel fees with nothing to do and 2 kids driving me crazy they didn't care. In kauai I booked a few tours with them the tour operator contacted me and advised me that they are cancelling the tour since they are not working with TripAdvisor anymore since they double booking tours and making them look bad. Last April we traveled to Kauai and I booked a few tours with TripAdvisor for my own personal reasons I have cancelled the tours with them and was sure that all of the tours were cancelled however one of the tour wasn't canceled and I was charged the full amount of the tour I have contact Tripadvisor and told them what happened told them that I have been a customer for years and still booking tours with them I asked to speak to a supervisor since I didn't see any resolution they told me that there is no supervisor and that someone will call me within 4-7 business days which no one did I contact my bank and disputed the charge they came back to me and told me that they can't reverse the charge since I didn't cancel my trip 24 hours prior to the scheduled day I called Viator again and explained my situation and again they refused to return my money. This is the worst company that I have ever did business with I have canceled all my future tours with them and will not do business with them again.”

Helpful Report

Posted 1 year ago

“They cancelled my tour at the last minute. Shouldn’t be in business!”

Helpful Report

Posted 1 year ago

“Horrible customer service in Phillipines or another country they backed the vendor on a cancellation in Houston cannot Res h anyone in the USA and wasted an hour of the vacation , They charged me $124 for a tour that left earlier than scheduled it was suppose to leave at 11a . I will never book with them again and they double book you now I am fighting to get my money back or even a credit . I will report them to better business bureau and consumer protection agency It is a nightmare on the app and niw struggling for hours trying to talk to people with no authority on another country . This is a horrible 3rd party marketing site for vendors who Pay th snd is not consumer based . You might as well look at the tour operator they use snd book direct with them not VIATOR , I will NOT use them again a total waste of timeand rip off”

Helpful Report

Posted 1 year ago

“Terrible customer service.”

Helpful Report

Posted 1 year ago

“Booked a tour of Borghese Gallery with Viator. They subbed the tour out to a third party. The tour guide never showed up for the tour. The guide had the tickets, so everyone that booked the tour was refused entry to the gallery. Viator refused to refund the money for services not rendered. They are a disreputable company and not to be trusted. Do NOT do business with them. They ruined our entire day in Rome!”

Helpful Report

Posted 1 year ago

“I put a tour in my cart and left it there to think about. I received an email from viator stating I didn't finish checking out. The next morning I had a confirmation of the tour which I did not purchase. They applied my credit card and sold me the tour I didn't order. Very sneaky.”

Helpful Report

Posted 1 year ago

“Spent bad day with Viator visiting the Isle of Skye from Inverness. Unpleasant old guide was very rude and customer unfriendly. Upset when guests talked even when, he was not talking. Told stories that were not interesting and ignored pointing out the natural beauty of the place. No time spent on coast or in small cute towns we wanted to visit. Spent most of the time talking about Outlander and Harry Potter that he said that he had not seen the movies or read the books. Really a lost day for us.”

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Posted 1 year ago

“I had a terrible experience with Viator. I booked a tour through them but was unable to locate the tour guide at the designated location. Despite my attempts to contact them, I was left stranded and ended up missing the tour entirely. When I reached out to Viator for a refund, they refused to provide one, leaving me extremely disappointed and out of pocket. As a frequent traveler who relies on tours to enhance my vacation experience, I cannot recommend Viator and will not be booking with them again in the future. Save yourself the frustration and choose a more reliable tour company.”

Helpful Report

Posted 1 year ago

“Do not trust Viator! They will not do anything at all to help you if you get ripped off by one of their tout listings, they will not even respond to you. We booked several excursions for our family vacation in France through Viator, and when we had customer service issues and were not provided the services as described, Viator did absolutely nothing about it. Did not ever reply to us! We spent over $1,500 for a Private, Guided tour of three castles in the Loire Valley. The listing says specifically "Professional Guide" The reviews all talk about how knowledgeable the guide was, and how much information he had for them. For our trip there was no guide at all. I asked the drive if he would tell us about the valley and the castles before we arrived, and he said "I am not a guide, I am only a driver" He said he did not know where the guide was who usually rides with him!? So we drove for 2 1/2 hours to the castles in Silence! We told Viator this is false advertising. The listing says specifically Professional Guide. We were not given the one main element of the trip we paid for. Viator and the tour company did not even respond to us. We emailed, called and reviewed the company, no response at all. Viator completely let us down. We also booked a Private Van to shuttle us from the airport to our hotel. They ended up leaving us standing in the airport for 90 minutes waiting. Every single other person on the plane had been picked up by the dozens of shuttle drivers waiting at the airport. We were the last group of people by far. So, it could not have been the traffic. We called the company multiple times while we were waiting at the airport. They had forgotten about us. They sent a taxi instead, and he said he could not fit us. He said to us "I will be right back" Then literally walked out of the airport and just left. So, we had to call again and ask where is our private van we paid for?! So, we had to sit and wait and after 6 or 7 phone calls and 90 minutes later a van finally came. Isn't that a great way to start your vacation, after a 10 hour flight? You try to book reliable transportation for your family and end up with a headache trying to get to your hotel. We ask for a partial refund. No response from the company and Nothing at all from Viator. Viator will not help you if you have any issues with their listings. Even blatantly false advertising, they do not care and will not advocate on your behalf. The tour companies listing their services on Viator are their customers whom they make money from, not you. Do not trust Viator!”

Helpful Report

Posted 1 year ago

“Viator charged twice and claimed they had refunded the money from the cancellation booking since Mar 28, 2023. I checked with the bank today April 28, 2003, and no money came in. Viator could not provide proof of transaction refund and gave excuses. It is not a small amount, and Viator effectively cheats on customers. No resolution yet. Really disappointed with their service.”

Helpful Report

Posted 1 year ago

“The tour tickets showed tour time is 6:30am, viator threw us away in pickup site before 6:27am, (this only I told them we were there at 6:28 for sure, so they made up their car left at 6:27am) and counting us as no showing !!! Viator charged our full tour fee $431.96 from my credit card without discussion and investigation right way. Viator tour operator ignored all my request but money payment! The cheeky Kiwi travel in Auckland NZ owner Mark cut my phone 5 times and insisted punishing us to pay $431.96 because he has a evidence the e-mail I made on April 7, but skipped all my emails I sent on April 10, he knew he represented Viator who guarantee 24 hours customer service but Mark had closed his office going home sleep and ignoring all his king customer’s requests. Mark made Viator 24 hours customer service became junk and scam!! My T-Mobile phone statement shows their tour operator never call me once, but Mark said his operator called my both phone numbers( one is they made wrong number 48, one is my right phone number) I have my Viator account for years, my phone number always the same, Mark got my phone number wrong by his irresponsiblity and carelessness. I e-mailed them twice asking Mark to make my phone number correction. But they called wrong number only. The cheeky kiwi in NZ owner Mark is such dishonest and irresponsible and unprofessional tour operator who not only cut my phone call 5 times, but also he insulted me a woman so badly, I cried few hours for his insulation. When he responded my review on Viator website, he lied again “we were very late “, we showed up before our tour tickets time 6:30am, we were not late, we were on time! But why Mark tried distracting people’s attention? Why Mark made such false statements? He made excuses about other people waiting, so he had to leave? This was only a small group tour( one of Viator e-mail showed private tour). I was a tour guide before, I knew there is a law enforcement about tour customer service which is no less than 10 minutes waiting and no longer than 30 minutes waiting. So from 6:20am-6:27 was less than 10 minutes, Viator tour violated law! We got tough break meet such irresponsible tour operators! Viator brought us such painful experiences!! We came all the way from Los Angeles to Auckland for this tour, but Mark ruined our trip, our mood. I doubt he did all 3 fatal mistakes purposely, because Mark could keep whole $431.96 without paying our entrances tickets and offering us any service! Woo, so greedy and horrible, unbelievable!! Products used: Viator Service Value Shipping Returns Quality Show less Comments (0) Viator charged my credit card $431.96 without giving us this tour by their mistakes, horrible! Viator didn't respond my latest request but only responded my payment question in 4/11 morning! Viator only followed my 4/7 email, ignored my 4/10 email? If a person died after 4/7 email, Viator had to follow his 4/7 email and charge him full money. Mark who is the owner running Cheeky KiWi Company in Auckland NZ can't excuse about his office closed at 7pm but My request made 7:45pm because he represent Viator who promise 24 hour customer support, we can cancel 24 hour before tour starts, this 24 hour customer support is in 24 hours before tour starts , Viator/Cheeky Kiwi travel ruined Viator reputation!! We hate you so much”

Helpful Report

Posted 1 year ago

“Terrible Customer Service - Refusing Refund DO NOT use this tour company. Plenty of others to choose from. Refusing to Refund - Viator are very quick to cancel your booking to benefit from not having to purchase your ticket on the day. (€200). Despite on the day having written confirmation a Viator Tour Guide would wait (15 minutes) THEY DID NOT. Very unhelpful customer service. Copy and paste generic replies. We made every effort to make contact, searching in the queue(s). Ended up having to buy new tickets on the day.”

Helpful Report

Posted 1 year ago

“I spoke with one of the tour operators that Viator commissions out to. They advised me that Viator is the difficult third party who is not willing to give refunds. It is not the tour operators that are difficult. Viator will lose commissions if there are any changes, and that’s why it is so difficult to deal with them. They point the finger at the third party tour guide so they look clean and shrug their shoulders and blame it on tour guides. I will never use Viator again.”

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Posted 1 year ago

“company sucks, tours cancel thirty minutes before start time leaving me stranded with four hours to fill. absolutely no help from viator or policing those like me that get hurt after spending thousands of dollars to go to Prague. No recompense. No action t aken against bad tour operators that screw travelers like me as long as the tours make money for viator viator doesnt give a damb. NOT a trustworthy company. $$$ is all that counts.”

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Posted 1 year ago

Viator is rated 2.2 based on 1,102 reviews