Viator Reviews

Name: Viator
Address: 360 3rd St #400, San Francisco
Rating: 2.14

2.1 Rating 1,169 Reviews

28 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.1

Based on 1,169 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

Write Your review

Tell us how Viator made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Mari

Viator 1 star review on 25th January 2025

Colby

Viator 1 star review on 11th January 2025

Douglas Belaire

Viator 1 star review on 5th January 2025

Haydn Thomas

112

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

“I’ve been using Viators for 20 years, yesterday I booked the wrong date. Viators will not allow a change of date or even give a credit for future use. Done with Viator for now, moving onto the competition and hopefully better customer service. Bye Felecia!”

Helpful Report

Posted 1 year ago

“We booked a walking tour of New Orleans, and no one showed up at the meeting point!. Called the tour operator who told us we were not on the manifest, and Viator had not provided the information to them. The tour operator said this happens all the time with Viator. Called Viator who did refund our money. However, our entire day was an unorganized mess as we had planned around this tour! We will remember next time and book directly through the operator’s website!”

Helpful Report

Posted 1 year ago

“Don't book here, they are scammers. Even though we arrived at the place, it was impossible to take the tour due to a strong storm, it continued to rain for more than 6 hours. They took our money for a service they never provided. Viator said the refund had to be issued by the tour operator and the tour operator that it had to be Viator. Then they said no, due to refund policies. Obviously it is cancellation due to force majeure.”

Helpful Report

Posted 1 year ago

“Viator did not handle the issue below, only sent a form email… Booked tour to Chichen Itza and they used the “bait and switch” tactic. You chose All-Inclusive and they switch when you chose the hotel pick up option. Hidden at the bottom of the page (need to school way down) is a fifth option to choose “All-Inclusive”. The title of the page is All-Inclusive, so you think that’s what you’re getting. Many people were scanned tiles easy based on the one star reviews. This is a Trip Advisor company”

Helpful Report

Posted 1 year ago

“Our tour guide to Stonehenge, Bath, and Windsor Castle was superb. He was a PhD in archeology and gave a masterclass tour to us the whole day. It was superb. Our bus driver , however , was terrifying: swerving off both sides of the road, driving with one hand behind his head like he was dosing off- just a bad experience. I would absolutely recommend this tour, but would not step back on that bus with that driver again.”

Helpful Report

Posted 1 year ago

“If Viator don’t want their ratings to go down, I would suggest they remove the company name The company Star Blue Catamaran in Cancun from offering tours. We travel a lot and this has been by far the WORSE EXPERIENCE EVER!! I wrote viator my complaint, they said unfortunately they could not give me a refund. I asked for a supervisor and have not been able to get one. First of all, we had to wait outside in the heat for our driver to arrive thirty minutes late to pick us up for the excursion. The tour operator was unresponsive when I messaged them, and the phone was disconnected when I tried to contact. Furthermore, the driver did not apologize for being late when he arrived. In addition, he pulled over to the side of the road to use his phone and stopped to take films. We were then informed that we could not snorkel after the boat had sailed away after we arrived at the boat. We mostly booked for snorkeling, thus this was a tremendous annoyance. Additionally, there was a cost associated with reserving the coral reefs. yet we didn't get to see any reefs or be near any. I feel as if they waited to take our money first and sail off so that we couldn't try to cancel and get our money back. Another thing I noticed is that the music was not diverse at all. They have a lot of tourism going on so it was weird how they only played one genre the entire time. No one even wanted to dance or sing. Then, when we docked to eat we were told to be ready by 1:20pm. We had just docked at 12:20pm. Between docking late and having to walk to the lunch place we only had about 30-45 min to eat and use the bathroom. When my group walked back to the boat we were told that it's actually 1:40pm and to find something to do smh. Also, when we went shopping one of the workers said they would charge my friend $35; however, they charged her 700 pesos which is actually closer to $42. When she tried to tell them, they ignored her and still took her money. Lastly, on the way back our guide told us that our transportation was waiting for us. It was not. We got there and there was no one waiting. The guide then told us that it was actually a 5 minute wait. 5 minutes turned into 10, and then 20, and then an hour. Again, there was no apology for this. One of the families sharing the van had a baby who was obviously upset and hot and tired of waiting. Overall, if I could give this experience 0 stars I would. I hope that the customer service team takes note of my comments and kindly decide to issue a refund. I'm not happy at all and don't feel comfortable booking on trip advisor or viator if they just let any company have a booking page.”

Helpful Report

Posted 1 year ago

“This company is horrible. I planned a tour and was quite excited about it. We got to our destination and met another couple who had also planned the tour. We both got there very early and never saw a guide. We asked around and nobody could help us. Do to this We both requested a refund. The other couple received a full refund. I however did not. No matter how much I explained and mentioned the unfairness of them approving one refund and not on other. THINK TWICE before booking with Viator. Date of experience: March 11, 2024”

Helpful Report

Posted 1 year ago

“Meeting point was incorrect. The guide told us nothing about the tower. Just told us go to summit lift first. So we paid extra €30 for nothing. All tickets are €49. No such thing as SKIP THE LINE. Always buy tours straight from the official sight. DO NOT PUCHASE TOURS OR TICKETS THROUGH VIATOR.”

Helpful Report

Posted 1 year ago

“Horrible experienced. They booked our family tour to hot springs without telling us it was 18 and over. When I tried to cancel the night before once I found this out, they said 24 hour cancellation and wouldn’t refund any of my money so I had to pay for the whole thing even though we couldn’t go. Do not use.”

Helpful Report

Posted 1 year ago

“The tour was very good however the location to eat was awful ! It was buffet style looked good some things were ok ! The problem was the food was not hot it was room temperature I thought I knew better to eat cold meat I tasted a few things and got food poising from the restaurant can’t find name of restaurant. I advise change place to eat only place close they dropped off it was noon we were hungry ! I TRULY WARN ANYONE to EAT that Food ! It has taken me 2 days to feel better and lots of medicine ! I wish I was still there to get my nieces money back HORRIBLE EXPERIENCE !!-0000 review ! BUYER BEWARE!! Left to states no time for refund !!”

Helpful Report

Posted 1 year ago

“Do you want to deal with a company that promises you excellent service and don't deliver. Do you want to deal with a company that promises fool refund for horrible and life threatening experience and don't deliver. I don't advise.”

Helpful Report

Posted 1 year ago

“My tour to the Eiffel Tower was cancelled due to a strike. I have been eating over 4 weeks for a refund, which I have been promised on numerous occasions from their customer service. There is no phone number to call and each time I have contacted via chat I get told to either check with my bank, who have said nothing has been recieved, or that the money will be coming soon. It’s a real shame this is part of trip advisor! Please don’t book with Viator, it’s been an expensive lesson to learn!! For all the trips and experiences I do, I will NEVER be booking with Viator Again! I need reassurance that a trip cancelled outside of my circumstances means I will get my money back with no issue or delays!”

Helpful Report

Posted 1 year ago

“DO NOT USE VIATOR. Absolutely awful. Use GetYourGuide for the same trip as they are much more reliable and have a decent customer service team. I booked a day trip to Casablanca from Marrakech. It was advertised as hotel pick up but since I knew my hotel was a distance from the center of Marrakech I called the number on this advert to find out if pickup from my hotel was at all possible- I knew I wouldn't be able to make it into the center of Marrakech for this time in the morning. The Viator man on the phone repeatedly assured me that pickup was possible from my hotel and I even joked with him saying I was surprised as it was so far out. He took payment over the phone and my excursion was booked with pickup from my hotel. The night before our excursion I still hadn't heard from anyone regarding our trip so I messaged them and at about 9pm they replied and they said my hotel was too far so I would have to meet them in the center of Marrakech. I politely explained that that wouldn't be possible and that I had informed someone of this issue previously before booking. They said I could pay DOUBLE what I had already paid and be picked up from my hotel. I explained that that wasn't the arrangement and that was unfair considering I was given explicit information that I was able to be picked up from my hotel for no extra costs. After a LOT of back and forth, messaging two different numbers and stressing on my holiday until about 11pm I finally got an email confirmation about my request for a refund. I was woken at 7am by multiple telephone calls from my tour operator asking why I wasn't at the pickup location. I explained the entire situation AGAIN. I finally got confirmation that I could have HALF of my payment back (they rejected my full refund request stating it was my fault I didn't accept their compromise offer of paying double the cost???). I have now been messaging 3 different numbers for 3 days of my holiday just trying to get my money back for a trip I never got to take through no fault of my own. Not only did I miss out on this trip because of terrible customer service but ever since this ordeal I have received no support and everyone has been really dismissive and blaming me for this issue when I went out of my way to prevent any miscommunication. Viator will likely provide a genetic response to this comment but I assure you this situation isn't being sorted and I have been told "there's nothing more than can be done". Awful, feel robbed. I booked 2 trips with GetYourGuide and they have been great so I recommend them for this same trip. Thanks for reading.”

Helpful Report

Posted 1 year ago

“Would not refund a cooking class after we had to cancel, in spite of the fact that the spots were filled immediately. They will not advocate for you.”

Helpful Report

Posted 1 year ago

“Sometimes they honor their refund policy, other times they don't. Can't recommend them with a 50/50 chance of being disappointed.”

Helpful Report

Posted 1 year ago

“Did not know Tripadvisor and Viator are same company, thought i double booked a cooking class in oaxaca so i cancelled Viator, then saw the class was cancelled on Tripadvisor as well, googled and discovered they both are one and the same companies (i have both apps) anyway, within 15 min I realized this error, contacted viator through chat, explained I still want this class (5 months away) $115 USD already taken off credit card. I asked to be put back in the class and Viator told me no putting me back in class, no refund that's it. Wow! 15 minutes later and 5 months away!! They said they would re-book me for another $115!! Will dispute this on my credit card, but be wary other consumers out there. Once Viator/tripadvisor gets $ for event, you will never see your $ again no matter what.”

Helpful Report

Posted 1 year ago

“Their site kept trying to charge my card and it kept saying denied. We booked something with another company at that point. When I saw the charge appear for $190, I called and they said that it didn't go through on their end.I DISPUTED THE CHARGE. Now, they have the nerve to threaten me with jail, fines, etc, when I didn't take a trip and their rep said on the call the charge never went through”

Helpful Report

Posted 1 year ago

“Like another customer noted i would give them a 0 if i could. I thought my booking was confirmed after booking a tour with this company in Hawaii. 30 minutes after booking confirmed i received a call stating they neded additional $150 to move on with the booking because of minimum passengers required. I dont know why anyone would ever work for this dishonest and deceitful company? They refused to refund me an hour after booking confirmation regular price after i rejected $150 additiional payment. Do Not Consider this company for tour purchases. So glad i did not register my travel agency with this company!! A total, deceitful sham. They should be driven out of business. I would never treat my customers this way!!”

Helpful Report

Posted 1 year ago

“Booked and Land and Sea tour in St Lucia. Wasn’t until all trip goers had been picked up we were told the sea part had been cancelled due to weather conditions. There had been a storm the previous night. The company knew the night before but we were not given the opportunity to cancel or rearrange. We requested a partial refund but Viator replied accepting they were unable to provide the experience advertised, but regretted they could not provide a refund. UNBELIEVABLE WILL NEVER BOOK WITH THEM AGAIN. Paid by credit card charge back in progress.”

Helpful Report

Posted 1 year ago

“We booked a private tour through Kyoto and Nara with Viator, and Viator gave us a lousy tour guide. The tour guide we had did NOT talk or present any information about the sites we were seeing along the tour, and instead hurried and rushed us which did not give us enough time to explore or take photos of the sites. This unprofessional tour guide also at one point had walked so far ahead without giving us a chance to catch up to him, and instead only to look back at us for a few seconds and keep walking further. The only time this unprofessional tour guide talked was to narcissistically share his personal life, and also his inappropriate judgmental opinions on Japanese and Chinese people which we did NOT need to hear. Aiko Unemoto was the agent who booked us this unprofessional incompetent tour guide. Beware when you see that agent in your reservation and consider CANCELING your tour, and just handle the sight-seeing yourself or with another friend who knows the area of you can.”

Helpful Report

Posted 1 year ago

Viator is rated 2.1 based on 1,169 reviews