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

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“I did not receive my tickets for Alcazar in Cordoba at all....we spent many hours travelling there and were not allowed in as you did not send me the Q code in time....it was Sunday and no opportunity to buy tickets until following Tuesday as they were closed....we missed this attraction completely because of your incompetence. I'll will not be dealing with you again and will not recommend you to anyone. Disaster.”

Helpful Report

Posted 1 year ago

“I book transfers in the DR 2 months ahead of our trip, there was a change due to my mistake but customer service via chat was useless, the service provider was will to waive cancelation fee and let me rebook for an online rate but Venus at Viator would not contact them or put me in touch with someone else who could help. Ive used them many times but I will half to reevaluate their service or lack of service they provided.”

Helpful Report

Posted 1 year ago

“We booked a tour to Jerusalem several months ahead of time to coincide with a cruise ship visit. We received a confirmation from Viatour 2 days ahead and I called the operator to confirm pickup location. The company told me that they hadn't received any booking from Viatour and had cancelled their shore excursion. I called Viatour and they said that they would refund my tour but wouldn't substitute any other tour unless I paid an excessive amount of $. I objected and they put me on a 20-minute hold which ended up costing me $70 for roaming. They then responded that was the only choice they would offer me. What a ripoff!! Go ahead and gamble on Viatour, but just be ready to LOSE.”

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Posted 1 year ago

“DONT TRUST VIATOR we had 3 tickets to “swim with the pigs” in the Bahamas that included hotel transfer and lunch. They did not honor this which cost an additional $266…”

Helpful Report

Posted 2 years ago

“I booked an expensive trip to Alhambra in Granada because I thought this was an experience which needed a small group. Away from the crowds as they say. I could have booked a much cheaper tour, but I really wanted a small group as Viator lets you believe. The transfer was great, a small van with 8 lovely people. But at the sight we got in a hectic mayor large group of about 50 people. Before everyone got the answer they wanted and divided into a group, 20 minutes of time passed. In the end we got divided into 2 groups of about 25 each. One Spanish and one English. I DID NOT PAY €189 TO JOIN IN A MAJOR BIG GROUP OF 25 PEOPLE!!! Ridiculous and I’m very angry. But they don’t want to hear my complaint at all and they did nothing. The radio the guide had was good, as long as you where not moren then 5 meters apart from her. Which you couldn’t manage all the time of course, so I missed out on a big part of the explanation. DON’T BOOK HERE!!!”

Helpful Report

Posted 2 years ago

“Easy to use, on the pricier side, and now can't even get a proper tax receipt for the tours: Good selection and easy to search. Do note many of these tours are available on other sites which seem to give better pay later options. The main issue I have with this as a site is that having taken tours with them and now returned home, it has been impossible to get a tax or proper receipt for the tours we booked. I tried their online help, their customer service, seems now we have been, paid and completed our trips, the care factor has waned. Being told to refer to the booking is not providing a tax receipt. It is not even like there is a link to download the receipt from the booking.”

Helpful Report

Posted 2 years ago

“I will never do business with Viator again, and suggest you do the same. The quality of the tours they promote are terrible but what is worse is their lack of customer service and empathy. Four phone calls arguing with them about a cancellation policy where they clearly stated that the tour needed to be cancelled outside of five days before the tour. It was. Yet, they argued with me that it wasn't even though they sent a confirmation email that was time and date stamped. Then, they tried to say that I didn't cancel on UK time, but I did. Finally, on my fourth call they admitted that they had quoted the cancellation policy in error, but I was still on the hook for $600 dollars. They asked me why I cancelled and I said a family death. They then proceeded to send an email requesting several documents to prove the death. No empathy at all. Absolutely horrible company to do business with. There are so many wonderful options for tours when you travel. Consider Tours by Locals or work with your hotel concierge to put a tour together just for you and your needs.”

Helpful Report

Posted 2 years ago

“We booked & paid for a tour for 4 people through Viator only to find out there were no places for all 4 of us. It took over 30mins on the phone trying to rectify their mistake which ended up costing £104. Viator refused to reimburse any money when I later contacted them. The trip was also still showing availability to book on their site to book 6/7hours after even though there were no places available!”

Helpful Report

Posted 2 years ago

“I booked a car pickup service from the New Orleans airport. Our connecting flight in Dallas was cancelled and couldn’t be rebooked until the following day. I immediately contacted Viator and request either a refund or to change the service to a drop off. Both options were denied. I don’t understand how they were inconvenienced if they had my flight information and knew it was cancelled let alone me informing them as well. They lost absolutely nothing on this transaction and were unwilling to provide a service, refund, or even future credit. Absolutely terrible customer service.”

Helpful Report

Posted 2 years ago

“I signed up for a Viator tour to the Louvre that was to pick us up at our hotel - that is what was advertised. When I received the ticket a couple of days before - we were to be picked up at the Arc of the Triumph. I didn’t cancel because we really wanted to see the Louvre. We were there but there was no pick up. Needless to say we didn’t get to see the Louvre on our only day in Paris. And we lost $143. And, in emailing Viator the don’t seem to care. I will not use Viator again ever.”

Helpful Report

Posted 2 years ago

“We booked a tour with Viator and they did not notify the tour provider and there were no seats available for us. This was avoidable because everything was paid for and completed through their website online. We recommend travelers book through the agents that provide the services.”

Helpful Report

Posted 2 years ago

“We booked 3 tours. One cancelled, one left us behind and the third was terrible. I posted a review of the tour online and it does not show. Seems Viator and Tripadvisor are hiding poor reviews.”

Viator 2 star review on 17th October 2022

Helpful Report

Posted 2 years ago

“Do not use this company!!! I booked a private car from Heathrow to my hotel through Viator. HUGE mistake! I waited for over 3 hours in the airport, most of that time with a representative from the car company, only to be put on a shuttle bus in another terminal (long walk!). The car company was unable to get me a driver that whole time, while I watched scores of people getting picked up by Uber drivers. The car company now claims I was a no show, and Viator refuses to refund me any of the money I spent for a private car. I have given them the name of the rep who stood with me, and asked numerous times for my claim to be escalated. They refuse to refund anything, and take absolutely no responsibility for anything. They are not trustworthy.”

Helpful Report

Posted 2 years ago

“I was just setting up my account for the very first time and I accidentally put the wrong payout method and wanted to delete it - surprise, surprise: you can't! Here's what they say: we currently do not have an option to remove any payout method set in any supplier's account. When asked why - they didn't reply. Then I decided to delete my account, here's what they said: For a Viator Supplier account, we do not have an option to delete any account. When asked what gives them the right to do so - again: we don't have an option to remove it. They STORE your account information and payment methods without permission. Will never use Viator again. Not worth the risk. Undependable.”

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Posted 2 years ago

“On 11/ 12 /21 I reserved a tour for Yosemite and giant sequoia Day Tour and I canceled the tour September 07 2022 because I was going to have to walk a mile and a half to get where the lg trees are at I was not told that until I called after I reserved the trip I am not able to walk that far I have called Viator four separate times to get my $199.00 to send it back to my account I even got emails saying that they send it back it never reached my account I don't know why they want to scam people I have tried everything to get my money back now I'll try sending a letter to the Attorney General in New Mexico. Such a scam take a lot of caution when you book with them.”

Helpful Report

Posted 2 years ago

“I booked several tours with Viator and with this evenings interaction will not do any tours with them EVER. I had booked a tour that I was really looking forward to, and had some questions for the tour operator. I messaged them 17 days ago. Crickets. Messaged again, and again, and one last time. Still Nothing. At that point, after quite a bit of searching, I found a phone number that I could call. I presented this issue to the customer service rep, who proceeded to get quite snippy. Whey they start doing the "ma'am" thing, you know its going south. She made it sound like I was demanding contact (well I kinda was since it had been 17 days), but that I was being quite unreasonable. All I could finally say was "wow." I cannot believe the animosity from this woman just for questioning whether this tour operator was "legit" and if they vetted them. When I called, I just wanted help contacting this operator. Now? I'm just angry. Never ever do business with Viator if this is the kind of "service" they provide. BAD NEWS. No stars would be a better option.”

Helpful Report

Posted 2 years ago

“My wife and I arrived at Santorini airport September 3rd with our 8 month old infant. To our surprise the Viator transport we booked had already left. After some investigation we figured out that there was another James Ryan who arrived at a similar time and had booked transport with another company but ended up taking our Viator spot by mistake. Viator's staff member at the airport George was dismissive, disrespectful and incredibly unprofessional. He refused to admit that an error occured even though my name had been scratched out on the Viator arrival placard and the other transport company approached me separately to say their James Ryan had gone on the Viator transport. George eventually offered a small car to transport us with no baby seat, not suitable for our 8 month old infant. In the absence of a baby seat I asked George to help us get transport in a large van (like the van in the picture on our booking) but he said no. I asked him to call his manager to explain the situation as our phones were not working and he also refused. He also began to say he could not understand me having spoken fluent English at the start of our interaction. We were forced to organise private transport from the airport with a different company who were very empathetic and very helpful. They (Choose Yafy) made calls to find safe transport whilst we sat outside for 60 minutes in the heat with our 8 month old. During this time, George remained in the terminal talking to his colleagues/friends. I have to say I have never come across such an unhelpful and unprofessional representitive before. I spent the last month trying to contact Viator who have just now finally issued a refund and made no apology for our experince or the difficulty getting a refund. This is hands down the worst consumer experience we have had. We will never use Viator again.”

Helpful Report

Posted 2 years ago

“Scam company! DO NOT BOOK! They charged me $200 when their tour guide wouldn’t answer my phone call and provide a location to meet up with the tour.”

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Posted 2 years ago

“No guide at meetingpoint. No help from Viator. No refund. Now using Getyourguide - no problems!”

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Posted 2 years ago

“What a POS company. Last tuesday i made a reservation for my friend Angie for a tour on Friday, paid... Friday morning Ishe gets a cancelation email because "tour didn't meet a minimum number of participants" What a joke! A need for a customer satisfaction must be dead in Colorado! As a person who lives in Colorado I am ashamed!!!”

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Posted 2 years ago

Viator is rated 2.2 based on 1,102 reviews