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 rarely take the time to write negative reviews, but my recent experience with this company has compelled me to share my frustrations. While life is full of complexities and unforeseen obstacles, it seems that this company has absolutely no tolerance for any of those nuances.I made a simple, honest mistake while booking tickets for an event. Despite recognizing the error almost immediately, their rigid system locked me out from making any corrections within an hour of the event time. To make matters worse, I had work commitments that made it impossible for me to attend the event at all.When I reached out for some form of resolution, I was met with an unyielding adherence to policy, with zero room for exceptions. Not only was I informed that I would need to forfeit the full ticket price, but I was also told that I would be charged a late fee for not attending the event, adding insult to injury.It's unfortunate that the company chooses to stick to their rules so blindly without considering unique circumstances that their customers might be facing. This lack of flexibility and basic human understanding has ensured that I won't be using their services again, and I strongly advise potential customers to think twice before committing to a company that doesn't seem to care about them.”

Helpful Report

Posted 1 year ago

“Local tour company didn’t pick us up at the agreed place. Driver made no effort to find us 50 meters away. Viator would not issue a refund. Stay away from them”

Helpful Report

Posted 1 year ago

“Purchase tours for both London and Paris is was the worst decision of my life. Viator buys tickets from a 3rd party company which in turns buys them directly with the company or place you are visiting. By the time you get your tickets Viator and the vendor will all their fees and charges. Example 3 people skip the line Eiffel Tower tickets were $70 with Viator they were $130 and then no one shows up to give them to you so I ended spending another $70 to enter the summit with my Family. Tours that are all walking and not on a bus as you expect (Rain or Shine) for hours and hours only to show you a section that could of been covered with a cab driver in 1/4 the time. Drivers were smelly, late for hours at a time, misleading tour information, Lied about what we were getting vs what actually took place, tickets that are never issued or people don't show up to give you the entrance tickets. I could of done 100 times better purchasing them there with out the 40 to 50% mark up that they pocket. You can book these tours while there from your Hotel or hire Local drivers and you will have a private experience vs being part of a cattle run that they mistreat. TRUST ME DONT USE THEM read all the complaints about them not showing up with tickets or people not getting what they paid for. Talk to your Hotel, Local drivers and buy tickets at the location trust me you will save lots of $$$ and precious vacation time.”

Helpful Report

Posted 1 year ago

“This is my experience with them…my family and I just returned from a Mediterranean Cruise and booked a tour with Viator for a private French Riviera tour from Port Villefranche. The morning of the tour I was first in line at 5:30am to get tickets for the tender. I wanted to ensure we were on the first tender because it departed at 7:30am and our tour was scheduled to start at 9am. At 6:30am, we were informed that due to the weather, it would be unsafe to launch the tenders so we would not be able to leave the ship. I managed to contact someone from Viator at 8am through the chat function of their web site and explained the situation. They informed me that since the tour was not cancelled before the 24hr period, that it would be up to the local operator. I was just notified that they will not be issuing a refund. You can decide for yourself if that is reasonable or not. I’m just providing you with the facts.”

Helpful Report

Posted 1 year ago

“Save your money & keep away from Viator. In our case we booked a tour in Singapore but for some reason we could not get the E-ticket from Viator. We contacted Viator several times before the event asking them to email us the tickets - nothing arrived. When I spoke to the ticket office at the attraction they said - it is a common problem for people not to receive their tickets from Viator. We ended up buying entry tickets again onsite. I have since contacted Viator numerous times (providing proof of additional purchase) & seeking a refund. Viator have come back with many "flowery" replies on how they value good customer service - it is all BS. No refund. Stay well clear of Viator- they are crooks.”

Helpful Report

Posted 1 year ago

“Due to high winds, it was unsafe for our cruise ship to dock which meant we could not do our tour. That would be considered a weather-related cancellation by any company in the world - except Viator apparently. It was bad enough that we missed the port we were most excited to see, but also having Viator keep our money when weather kept us from doing the excursion was really unfair. I am telling everyone I know to never use Viator if they are on a cruise until they change their policy.”

Helpful Report

Posted 1 year ago

“Lousy Company horrible Customer service charge us $500 for Eiffel Tower tour just to change the time of the tour and not NOTIFY us and NOT refund the money, stay far away from this company! THIEVESS”

Helpful Report

Posted 1 year ago

“We made a Tijuana taco hopping tour with our tour guide Tadeo who was extremely fun and very knowledgeable. It was so fun and I did not once get bored with this tour! Kudos to Tadeo! Great tour guide!”

Helpful Report

Posted 1 year ago

“Horrible service..the customer comes last for those guys. Once they habe your money say farewell to it. Yet please use bank chargebacks to get your funds if you feel you were treated unfairly.”

Helpful Report

Posted 1 year ago

“We booked 9:30am tickets for the coliseum in Rome and were told the day before by email that the time had changed to 9am and then we proceeded to get a text confirmation from Viator stating 9:30 later in the day so we figured we were all set. We were coming from a cruise ship so we didn’t have a lot of wiggle room. When we arrived the lady told us the tour had already gone in and we could just join them for the second half (missing the colisseum altogether). This was not an option for us as we really wanted to go into the colisseum. Lucky for us another family of 5 had canceled for later in the day so we were able to go in at 1pm but it completely screwed up the rest of our day. Not to mention the fact that the lady kind of had a too bad your late mentality when we were in time for our original tour. Two other tourists arrived about 3 minutes after us and were totally out of luck. They didn’t get to go at all. We reached out to Viator for a refund and said that they were sorry but based on the guidelines we didn’t qualify for a refund and they hoped we will use them in the future. This tour was not cheap for the 5 of us ($500) and we had to miss out on the second half of the tour due to having other plans. We will NEVER book with Viator again and would NOT recommend them. There are too many variables when traveling if they are willing to change on a whim. What you book is not what you get and it is far too expensive for that.”

Helpful Report

Posted 1 year ago

“They are a scam. They broker tours but do no vetting or support the customer. I purchased a tour and the tour company didn't deliver what was included. You receive generic responses and no help from either Viator of the tour company. They charge a premium they should stand by it.”

Helpful Report

Posted 1 year ago

“DO NOT BUY DISNEYLAND PARIS TICKETS FROM VIATOR! I bought tickets to Disneyland Paris. We arrived one hour early to ensure front-of-line access when the gates opened. We were denied entry at the turnstiles with our Viator tickets and spent one hour after the gates opened resolving the issue at the Disneyland ticket booth. We ended up buying a new set of tickets directly from Disneyland Paris and were told this was a COMMON PROBLEM WITH VIATOR TICKETS! As a result of missing the "golden hour," we ended up spending an additional $500 on Disney Premier (aka Fast Pass) to make up for the loss of time and opportunity. DO NOT BUY DISNEYLAND PARIS TICKETS FROM VIATOR!”

Helpful Report

Posted 1 year ago

“This company misleads you and the paper they give you as a confirmation does not state the truth. this is a company that uses foreign companies that answer their complaint line that you can’t understand and hang up on you as well as fees you false information. This company buys their tickets from another 3rd party who buys their tickets from the location you want to attend. when that company does not show up to give you the entrance tickets they lie and say they were there and STEAL your money as it happened in my case. DO NOT USE them they misrepresent everything and then don’t back their guarantee as they said they would. i for one will take them to small claims as i had issues with 6 of the 7 tours i booked in Paris and London”

Helpful Report

Posted 1 year ago

“Purchased tickets to the Louvre Museum in Paris. Had troubles downloading the tickets (via Android). Noone available to assist us. Finally got them downloaded (via iPhone) but they were not accepted at the Louvre as a viable ticket. We tried calling cust service to no avail. Purchased thru Trip Advisor / Viator. Conf #1016043869. Booking # 1403439645. 2 adults for Sunday May 28, 2023 at 1:30pm. And the price was 3x what we finally got after waiting hours in line at the gate. NEVER AGAIN!!!”

Helpful Report

Posted 1 year ago

“Viator is a horrible company that does not fight for its clients when their contracted service provider (Discover) lies, scams and rips off their customers. Viator doesn’t enforce quality, customer service nor a fair refund when services are not provided. Very disappointed!!! I plan to let as many people and sites know my utter dissatisfaction with this company. Viator took our money up front and did not purchase tickets in time for the elevator ride to the summit (top floor) of the Eiffel Tower. On the day of the event, Discover guide (Viator’s contracted third party company) attempted to buy the groups summit tickets. They were at capacity and the guide only purchased tickets for the second floor. She did not tell us until we were in the Eiffel Tower. She apologized and said the summit was down for maintenance and this happens all the time. LIE!! I spoke with the elevator operator and he stated their haven’t been any maintenance issues. It never shut down for maintenance. When we pried deeper on why she didn’t tell us when she bought the tickets she had no answers for the group. She never gave us an opportunity to cancel or get a refund. Her only response was that she is the guide and only doing what she was told to do. She would not provide a phone number or point of contact for the group to complain or receive a refund. Also, the package included a 1.5 hour tour and we received 5 minutes only. She did not want to be around a group of 20 people that were ripped off knowing she and her company scammed us with no sign of remorse nor a plan for a refund. My family of four spent $278 to ride an elevator to the summit of the Eiffel Tower. 2nd floor tickets are significantly cheaper at roughly $80 for our family. When I complained to Viator they refunded us $33. I explained how their math was wrong and requested another refund. This was declined. I will now call my credit card company to file fraud and will leave as many negative reviews as I can. This company will not cheat me or my family without repercussions.”

Helpful Report

Posted 1 year ago

“Viatar is a third party seller. They buy from the tour companies and resell their tickets. The are NOT a good company. They hide things, like their phone numbers, reviews, etc. I wish I could cancel and get my money back. They can't get your tour info right. We booked for a 3:45pm tour which said it has availability for 4 people. After booking/paying, each of us IMMEDIATELY received an email saying there is no time available at 4:45, or any other time that day except 9am, 11am, and 12pm. Since they said 4:45 and not 3:45, I had to call to confirm about the 3:35 tour we actually booked. They said non were available. I asked for a refund and they said no. What a way to make money!! PLEASE GO STRAIGHT TO THE TOUR COMPANY TO PURCHASE YOUR TICKETS. For the SECRET ANTELOPE CANYON & HORSESHOE BEND OVERLOOK tour please go to HORSESHOE BEND SLOT CANYON TOURS @ https://horseshoebendtours.com/. They are very nice and a lot more helpful and orgainzed.”

Helpful Report

Posted 1 year ago

“Our family of 6 with 6 large suitcases had booked a transfer from our hotel in Rome to the cruise port through Viator . The company was Romaetravel. We had been in contact and we had agreed on a time of 10:45. When no one showed up, we called them and they said that they were not coming. We had been waiting in the curb for 45 minutes before we called thinking that that were late. They cancelled our reservation which left us in a horrible bind as it was too late to book another ride. We almost missed our cruise.”

Helpful Report

Posted 1 year ago

“Poor service they sell you tickets from a third company so you will never meet anyone at the site you are visiting or touring. The guide Silvia rushed people thru the tour and lasted only 30 minutes most of the times we were rushed from one hall to another also don’t believe when they tell you front of the Line either at the entrance of the Louvre or at the Mona Lisa it does not exist. Buy your tickets directly at the location Viator gets their tickets from another company who gets it from another company who gets it from the location so 3 people tack on money for zero service they perform. I got no tickets for the Effeil tower because the location to pick up the tickets changed 3 times. I bought 3 tickets from. Viator who charged me $160 Euros and when I didn’t get the tickets I paid for I bought my own and paid $70.70 Euros to go to the Summit of the Effeil tower.”

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Posted 1 year ago

“Genuine scam this company Over charge sometimes x2 x3 but the worst is they confirm your booking and then cancel just minutes before the tour starts 7 tours and all same issue despite getting confirmation emails to say confirmed booking”

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Posted 1 year ago

“Viator uses tour operators that are scam artists, and they refuse to help you - be careful.”

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Posted 1 year ago

Viator is rated 2.2 based on 1,102 reviews