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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“Booked scuba tour for next day, nothing in the main page mentioned anything about a certification required (hidden in more details). Tried to cancel within 5 minutes, no refunds. Contacted the local tour operator, they said no problem but to contract viator for refund. viator says no. Ended up charging back this amount.”

Helpful Report

Posted 3 years ago

“I was absolutely impressed with the food tour of Athens. Irene was an amazing guide. She took us to the best out of the way places we would have never found on our own. It was a great mix of history, knowledge about the food and drink and wonderful humor. It was the highlight of our day in Athens. Thank you Irene.”

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Posted 3 years ago

“Shame on you. "Bourbon Tour: Woodford, Buffalo Trace, Wild Turkey or Other" reads as if Woodford and Buffalo Trace are integral to the tour, and the third distillery could be Wild Turkey or another distillery. This is NOT the case. I would encourage Viator to reword the tour title to reflect transparency (e.g., Bourbon Tour: Three Iconic/Traditional Distilleries). Then list the potential distilleries, which include Woodford and Buffalo Trace.”

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Posted 3 years ago

“After we waiting for the tour guide to show for our Beatles Tour in London, they never showed. We had not been looking at our home e-mail because of the cost of using our phones while in the UK. We later looked when we got to the hotel with free WI-Fi. Viator canceled on us the morning of this tour. Shame on them. Coming from the US to London, do they think we just book tours on a whim? We were so disapointed. We will not book with Viator again.”

Helpful Report

Posted 3 years ago

“Awful customer service I have come across. Be careful with using Viator. They have lost me, and from the look of most of the other reviews, a lot of costumers. Make sure to spend your money elsewhere as these guys are stacking up a lot of money on services not delivered.”

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Posted 3 years ago

“We booked a total of three trips with them, tried to cancel one well within the 24 hr period and they were absolutely terrible. One lady actually hung up on my wife. Finally said they would refund the trip but didn't! Terrible company...”

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Posted 3 years ago

“worst site ever worst site ever! booked an excursion and the bait an switch was pulled on me, i contacted viator, they contacted the tour provider who lied about what happened and viator took their site. i was out the money and had to file a claim with my credit card provider. i left feedback on their 'honest' website about this particular tour and after being up for a few days they deleted it. scam website. never again viator!”

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Posted 3 years ago

“Booked a trip with Viator to go whale watching and we let them know we had 2 wheelchair guests. Unfortunately, we drove around the area for 45 minutes but they had no handicapped parking available so we missed our boat. We called them immediately but they would not allow a refund.”

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Posted 3 years ago

“Terrible service. It’s a scam which we paid a lot of money for - we turned up at uffizi gallery door 1 entrance and nobody was there for 30 minutes and when we contacted the operator they took 20 mins to reply. Really upset.”

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Posted 3 years ago

“Korey and Larry were great. Very good. Lots of fun facts like the owl on dollar bill, iwo jima flag, etc. Took my 85 year old parents and they did great on this.”

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Posted 3 years ago

“Worst customer service ever. Do not book anything through this company. You have been warned!!”

Helpful Report

Posted 3 years ago

“First they got my name wrong on my tours. They were contacted about this and I was informed that the trip to Machu Picchu and rainbow mountain in Peru sells out and they would have to cancel it and try to rebook and they didn't know if it would be able to rebooked. They told me to just leave it as is and all will be fine. I stupidly agreed. The day before the tour I had not heard about a pick up time or any thing at all. They probably could not contact me because they were looking for a person that does not exist. The real problem occurred when I now call viator they will not help me nor tell me any information because I am not the person listed on the tour. I gave them the credit card number used to pay for it, which is in my name. They said it was the right number but they have it with the wrong name. yet it appears on my billing statement with the right name. Argued with them for hours in my hotel room in Peru with no results. The most ridiculous customer service I have ever dealt with. Would not even try to help me. Just said they would have to launch an investigation. I will never use them again. BEWARE!”

Helpful Report

Posted 3 years ago

“I scheduled 3 events through Viator. One event supplied a pick up time and location. The other two gave no pick up information at all. One I was able to contact to step up the correct information. The second I was given the incorrect pick up information and lost $100 for the event and $12 cost of transportation to the incorrect pick up location. Call the company and purchase the event yourself. Don’t use a secondary company!!”

Helpful Report

Posted 3 years ago

“Here is what happened to me with Viator. I booked a Nile cruise through them. They use another tour operator to book the cruise. Today, 2 days before my cruise, I was told the tour operator cancelled my booking. I called Viator customer service, to find out what happened. I spoke to Neila. She told me she would call the tour company and find out what happened. In less than 1 minute, she got back to me. She told me that the cruise was cancelled because of significant global events. I even got a email to that effect. Somehow, our call got disconnected and I had to call back. I spoke to someone else. I wish I had her name, she was good. After a couple of minutes on hold for her to find out what happened, she told me that the tour company accidentally cancelled my booking. I would have to cancel my booking and rebook at a higher price. I decided to cancel. I understand that it was not Viator who screwed up the reservation. Neila lied to me not only by voice, but with an email as well. All she had to do was to call the tour company, to find out what really happened. Instead, she put me on hold for less than 1 minute and told me this B.S. story. Not only was I disappointed about the trip, but Neila lying about it, that was a slap in my face. If Viator employs such dishonest people like Neila, maybe this is not the tour company to use.”

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.”

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Posted 3 years ago

“Requested a private tour for the four of us in St. Augustine, FL on 08/25/2021. Easy to book and find the location where we would be picked up. Karen, our Tour Guide, was on time, lovely and engaging and provided us with an outstanding tour of downtown St. Augustine. Tour guides in St. Augustine must be licensed, but Karen's in-depth knowledge of the history of all the sites and her professionalism in presenting that information to us was wonderful. We all agreed she was the best! Thanks Karen!”

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Posted 3 years ago

“They cancelled in me in the same day as the excursion and then said there was no refund. Don't do business with this company!”

Helpful Report

Posted 3 years ago

“Worse company I’ve ever dealt with. I do not recommend and will never book with them again. My friends and I purchased a ATV, zip line and cenote your for Saturday morning. There was no communication prior to me reaching out to the company to see when we would be picked up. No one arrived at said time so I called again. They said the van was caught in traffic and were running late. Over an hour later, no word from the company so I called again. They then came up with an excuse that the van had water damage and weren’t going to make it to us but were going to try to schedule us for the next day. Never heard back from anyone after that until I returned home from the trip. An email was sent saying they were going to submit a partial refund for their error! A partial refund? I never received a service from these people and the incident was completely their fault and I should be refunded entirely. Needless to say, I disputed with my bank and since my bank contacted them to clear up the issue, they sent another email asking me why I thought I should receive a refund. I have replied on several occasions and they have stopped communication. I will be sure to tell everyone I know of this despicable scam of a business.”

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Posted 3 years ago

“Unreal. We stayed 5 days in Iceland and booked a blue lagoon tour w these guys on day 1. Tour scheduled for day 5 at 9am. 12 hours before pickup they canceled with no information. No time for us to reschedule another tour so we did not get to visit blue lagoon on our trip. When we called the company we were on hold for hours only to be hung up on twice. I understand things happen, but we could have booked with anybody. The late notice is what really hurt. We were really screwed over with no explanation and given no chance to fix this. If you’re reading this review, I would strongly recommend trying to book with a different company”

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Posted 3 years ago

“Disappointed as I ordered through trustpilot and should have booked direct with the tour. Made a mistake with the date and notified immediately but would not change date. Not the sort of company I will deal with again!”

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Posted 3 years ago

Viator is rated 2.2 based on 1,102 reviews