Viator Reviews

Name: Viator
Address: 360 3rd St #400, San Francisco
Rating: 2.18

2.2 Rating 1,135 Reviews

29 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.2

Based on 1,135 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 11th January 2025

Douglas Belaire

Viator 1 star review on 5th January 2025

Haydn Thomas

Viator 5 star review on 30th December 2024

Anonymous

Viator 1 star review on 26th October 2024

Steven Thomas

107

Anonymous

Anonymous // 01/01/2019

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“En Octubre 2021 visite Coyacan Mexico desde California USA, necesitaba 2 boletos para el Museo de Frida Khalo, nunca habia oido de Viator y por error compre los boletos en linea con ellos pensando que era directamente con el Museo y que la cantidad por los dos boletos era en pesos Mexicanos pues me encontraba en Mexico, cuando me di cuenta de mi error y que la cantidad era en dolares ese mismo dia contacte Paypal tratando de parar la transaccion de $170.00, ellos me dijeron que tenia que contactar Viator, la publicidad decia 24 horas free cancellation, se negaron ha hacerme el reembolso a pesar de mis explicaciones de mi error, al final llegamos al acuerdo de que me devolverian $110.00 y me mandarian 2 boletos de el Museo, los boletos al Museo solo cuestan $15.00 por persona pero acepte, hasta este dia nunca recibi ningun reembolso y al Museo desafortunadamente ya no pude asistir, simplemente les regale a esta compania $170.00 por nada y que para mi significa mucho dinero, fue mucho el esfuerzo y el tiempo que gaste tratando de recuperar mi dinero pero fue infructifero.”

Helpful Report

Posted 2 years ago

“Title: Andres Ramirez Carvalho On Sunday evening, my girlfriend and I booked a three hour tour of Stockholm on Viator — according to Ramirez, this wasn’t nearly enough time to explore the city. The following day, I was happy to find a brief, but pleasant message explaining the main attractions we would see, and if any requests were curiously lingering within our minds as to potential exploration spots; of course, as tourists, we did not. Long story short, the first 45 minutes give or take, were decent, but somewhat awkward as dead silence and requests on where to go next would constantly plague us. A dull, shameful, and lifeless excuse for a guide who I’d avoid like a crazy mother-in-law — it’d have been a heck of lot more exciting if this was our guide! P.S Ramirez is supposedly a 15 year resident of Sweden who couldn’t even answer the most basic of questions like: “What’s the significance of all the lights on peoples/businesses windows?””

Helpful Report

Posted 2 years ago

“Incredibly bad customer service. Booked the wrong show ticket dates and immediately contacted company to change my "no change/cancellation policy" purchase. Instead of a simple change order they refused and kept my full deposit. Then I filed a complaint wherein they replied with a canned corporate statement " we take every customer feedback seriously" what a complete lie. Taking money without providing a service or product is "stealing". No other way to put it.”

Helpful Report

Posted 2 years ago

“A tour in Cancun booked via Viator was missed because of the operator. I called Viator and asked for a refund and said they will issue it to me, only that never happened. Followed up with Viator a couple of weeks later and said the operator never requested a refund on my behalf.”

Helpful Report

Posted 3 years ago

“I booked a trip with Viator on 12/29 in route to Milan for a tour on 12/30 that was departing at 7AM. A few hours after my booking around 6PM I received an email from Viator letting me know I needed a Covid Allegen Test no more than 24 hour old or a 48 Hour PCR Test. I told them I had just flew in and by the timeline the tour arrived my Allegen test was less than 48 hours old as I did it at 10:30PM on 1/28. They told me this was not acceptable. I informed them to please cancel and issue a refund as I was not able to get a test before 7AM not only were the lines incredibly long due to a covid crisis at the time in Milan, but all pharmacies were closing soon and there wouldn’t be enough time. They didn't refund because I cancelled within 24 hours well I also booked within 18 hours before the trip. Complete Scam!”

Helpful Report

Posted 3 years ago

“My family booked an excursion for Chichen itza and we’re directed to meet at the HM HOTEL at 6am for shuttle transportation. We had to arrange a taxi to take us to this meeting point and when we arrived, we waited for over an hour before receiving an email that our excursion was canceled due to COVID restrictions. Viator agreed to refund our tickets but not our taxi or time. They suggested giving us a discount for another excursion. No thank you, my family will never do business with your company again!”

Helpful Report

Posted 3 years ago

“WARNING! DO NOT USE VIATOR! They take no responsibility whatsoever if you have a horrible experience or if you don't get what you pay for. I booked a one day trip to Washington DC and Philadelphia. Before our trip our guide who barely spoke English told us there was a snowstorm coming in to Washington. Instead of canceling the trip they decided to continue with the road trip (cause they want our money of course). We're stuck in the snow storm for 3.5 hours. The trip was rushed and they didn't even drive us to Philadelphia. Our guide told us there was 3 inch snow there and that we weren't able to drive there. Me and my sister sat behind the guide and we saw her text her manager saying there was a lot of snow and that we couldn't drive to Philadelphia. The manager responded that their other busses had made it to Philadelphia! And then she blamed it on the passengers. That we didn't want to go. She promised everyone a refund so I didn't argue with her. 12 hours without food and lying to us that every restaurant on the road was closed... she even left behind a man in Washington and told us he could get a cab or train from there. Great customer service! NOT! I asked for 50% of my money back since we didn't drive to Philadelphia but now Viator refuses to give me my money back! First Viator told me the local operator wouldn't give me a refund because there were a snowstorm. When I confronted Viator about this they told me the local operator wouldn't give me a refund because the passengers didn't want to go to Philadelphia. Two different explanations that Viator don't seem to react to. And why do everyone pay for a trip to Washington and Philadelphia if they don't want to travel to Philadelphia?!! They did offer me 25 dollars to use on a different experience but why would I use Viator again after my experience?! Lol So Viator works fine if everything goes as planned but don't expect them to take any responsibility if your trip is horrible or if you get scammed. You won't get your money back! And they will blame it all on the local operator not wanting to give a refund. So do yourself a favor and buy your tour directly from the local operator to save some money (usually much cheaper) cause Viator will only charge you more and will take no responsibility if your trip don't go as planned.”

Helpful Report

Posted 3 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

“Rich was a great tour guide for Chicago. Very insightful, humorous and patient with our queries, as well as accommodating with taking our photos.”

Helpful Report

Posted 3 years ago

“Do not ever use Viator! They cancelled my booking, blamed them tour company and still took the money out of my card then claimed they hadn’t! After many phone calls and lies (including in writing) about it being put back in I have now had to dispute it with the bank which will take up to 8 weeks! They’re scams - I booked the tour directly with the tour company on the same day! AVOID!! DO NOT USE”

Helpful Report

Posted 3 years ago

“Terrible. We had used Viator many times in the past and had been pleased because all had gone well. However, we booked a tour in Cancun and I did not receive an email from the local tour operator regarding g pick up time. The Viator tickets said 0900 and the tour bus showed up at 0800. The company said they sent the email, I never received it, and so we missed the tour. Viator refused to refund, their reps were rude and said no further consideration would be given. After using this company for all my tours, I will never use them again.”

Helpful Report

Posted 3 years ago

“I will never use this service again! Recently was on an NCL cruise and booked a tour in Belize. Was told pick up would be at the cruise port, but when we disembarked, there was no such terminal to meet our tour… their ad was very deceiving as we were never informed we had to catch the tour in Belize City and our port was no where near that location. Two hundred + lost, as they would NOT refund the money, because we didn’t give them 24 hours notice. Their ad was NOT specific enough about pick up location, simply said cruise port🤷‍♀️”

Helpful Report

Posted 3 years ago

“Nightmare. That’s how I’d describe Viator’s tour operators in Phuket Thailand. Unreliable vendors including a no show for fast track immigration upon arrival in Phuket. Long wait for driver to our hotel. Tried getting a refund on the return trip to the airport but no luck. I will NEVER use Viator again!!!”

Helpful Report

Posted 3 years ago

“I booked four tours through Viator for my trip to Cancun. I had problems with everyone. One was cancelled before I even left, two were not the tours I booked, and one had the wrong date, which I didn't find out until I got there. I cancelled the offered make-up date. Will never use them again. The only good thing, I did get prompt refunds on the on the cancelled tours.”

Helpful Report

Posted 3 years ago

“We will never do this again. The waitress ignored my boyfriend and I most of the night. When we got up to go on the deck, all of our full drinks and silverware were taken and never replaced. We had to ask for silverware to enjoy the buffet which was supposed to be all you can eat. And she came around and snatched my plate and plastic fork before I was finished. I was very disappointed. I do not recommend.”

Helpful Report

Posted 3 years ago

“Viator blamed the company and the tour company blamed viator. The trip was a disaster and was cut short as well. I am $200 out of pocket. Do not use”

Helpful Report

Posted 3 years ago

“I had an awful experience with this company that has left me £255 out of pocket. Their customer service is dreadful, not as bad as their policies on cancellations and changes to bookings. I don't understand why I can't change a booking I have paid for? My hotel closed down due to covid, that was out of my hands. I will never use this company again please find someone else to give your hard earned cash too!”

Helpful Report

Posted 3 years ago

“business side is worst side ever, horrible set up!!!!!”

Helpful Report

Posted 3 years ago

“I planned a boat tour via Viator for my friend's bachelor party. The cancellation period had passed so therefore I was under the assumption it would go ahead. 3 days before the boat trip, I suddenly got a notification via email that the tour had been cancelled without any clarification. When I followed up with Viator I found the customer service extremely unhelpful. They played it off as "these things can happen", and, "we are just a middle man". They only made effort to offer an alternative when I chased them for it, and once they found something, it turned out to be a more expensive tour with a completely different schedule than what we aimed for. With 3 days notice it was too late to arrange a decent alternative. From my perspective, the organisation is unreliable and didn't care about hanging us out to dry, even though 7 people were depending on this trip to go ahead.”

Helpful Report

Posted 3 years ago

“Use Viator for information only. I used them for a excursion in Iceland and then the vendor didn’t allow us to go because we are over 60. We are very active and just finished hiking Utah and biking through Croatia, so didn’t expect to be barred from this snorkeling trip. If I had gone directly to the website of the vendor, at least I would have known. Lost almost $300.”

Helpful Report

Posted 3 years ago

Viator is rated 2.2 based on 1,135 reviews