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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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 would give them a zero if I could. Long horror story. I tried to book a safari. They did not give me the cybermonday price. I have 3 charges on my card. One is for more than the regular price on the ad on Trip Advisor. This uses up all my credit. This started on Monday and still has not been solved by Friday. Time on the phone 11/30 52 min 6 sec 11/29 1 hr. 37 min 49 sec 11/28 21 min 8 sec 11/27 14 min 2 sec 17 min 58 sec total of 203 minutes on the phone. The majority of that had me on hold. I am going to cancel and book with the Fairmont. I have traveled to over 100 countries and never have I experienced something like this I finally had my bank get on the phone with them. I was never called like I was told. This company is owned by trip advisor, I found out while trying to research them. Run, run, run. Do not do business with viator, you can not trust them”

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Posted 7 years ago

“Buyer beware! We paid the most of all the people on our excursion. You can get them cheaper at the resort and quite often the resort will offer more to the package as an incentive. Stay away from Viator!”

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Posted 7 years ago

“Viator is a scam. Their phone number (which is 24/7) rang and rang and was never picked up by either a human or a recording. Finding an email was extremely difficult and when I did no one ever responded. I had to contact my credit card company and report the purchase as a scam as they never made good on the purchase. I would NEVER use this company again for any reason.”

Helpful Report

Posted 7 years ago

“Nothing has gone wrong - but it is not an easy travel system, when you have to phone the tour company 2 days prior to your booked excursion. Firstly, when you are travelling - it is difficult to phone the company, for a few reasons: 1. you don't speak the local language, or 2. your travel flights mean you cannot make that call, or 3. dialing codes are not known in the travel area and only a subset or a complex number has been provided. Surely the booking process could be simpified. Afterall, you have taken the money so you don't lose. Only the poor traveller has more to deal with and worry whether the tour operator will show.”

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Posted 7 years ago

“I booked a day trip called "Yosemite National Park Day Trip from San Francisco" on Viator for the 3rd of Sepember. I arrived a few minutes before the schedualed time, but no bus arrived. When I called the Viator office I was told that the bus had already passed there. They did not agree to send the bus to pick me up and rudely declined returning the money (139$). I suspect that there was no tour that day...Istrongly advise against booking with them.”

Helpful Report

Posted 7 years ago

“Habíamos reservado una excursión desde Venecia a las 11am y cuando llegamos nos dijeron que había demasiada gente y que teníamos que esperar hasta la siguiente excursión. Nada recomendable. Muy mal trato”

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Posted 7 years ago

“We had booked a trip in Venice at 11am,but when we arrived there they had too many people for that trip and they made us wait until the following trip”

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Posted 7 years ago

“Dishonest and advertise false services. Horrible customer service. I purchased boat tickets and called BEFORE I purchased to confirm the times of departure and return that we needed. The representative "Jamaica" confirmed the times we needed were AVAILABLE and then proceeded to take my credit card payment. After she charged my credit card she then placed me on a 30 minute hold and came back on the line telling me the times were actually booked and NOT available. They sold me tickets that didn't exist! I then proceeded to tell Jamaica that this was not acceptable service and that I was very upset. She then sent me an email and said I had to either accept the different times or cancel my booking. She offered NOTHING after clearly she screwed up! So without any other option I said I would go ahead with the tickets even though they were not the times I wanted. She proceeded to send my voucher to me via email and asked for me to check my "tickets". I opened my email and got a voucher that had no time or even location information on it. I expressed that I was weary because they had already lied to me once and that I wanted something that clearly stated I had an actual reservation for the times I purchased. She then hung up on me! (after 45 min on the phone) SO I called the customer service line back - got a different lady and had to re-explain everything. She informed me that their customer service was not able to call out or call back any customer! WOW! So the new lady placed me on hold for 20 minutes. She then told me they could only email me a number for the boat company so that I could then call them and confirm that I had an actual reservation! I obviously asked to speak with the supervisor. I was placed on hold once again for 15 minutes. The supervisor admitted that their representative had messed up by selling me no-existing tickets. THEN she said they couldn't do anything except refund my card and waive the cancellation charges! I asked her for her name and she refused to tell me! She then transferred me directly to the boat company. Once I was connected with the boat company I told them what had happened. They of course apologized, but it wasn't their fault or in their control. They said the tickets I had been sold were sold out 2 days ago! I am taking the time to review and write this because this company "Viator.com" is lying and selling false goods! On top of it they advertise they sell special discounted rates and that is also a lie. The tickets I purchased through them were exactly $1.00 - yes - ONE dollar difference. Do yourself a favor and avoid this website like the plague!!!!”

Helpful Report

Posted 7 years ago

“Worst customer service when I contacted them after a tour in Rome. No follow up at all and on hold for hours. I would compare them to an ostrich sticking their head in the sand to ignore an issue.”

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Posted 7 years ago

“We booked a evening gondola ride in Venice Italy. When we arrived the gondola ride was canceled due to rainy weather. I contacted Viator via their website to get a refund. After several days I was advised that information had been confirmed and a refund would be credited to my credit card. Have used Viator several times and have been pleased. Will use Viator in the future”

Helpful Report

Posted 7 years ago

“Booked the Venice super saver tour. Absolutely brilliant. Guides spoke perfect English and were informative. Each tour started on time. Really good value for money and a great way to get an insight into Venice.”

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Posted 7 years ago

“Viator STOLE my money ... I was in San Diego with my mum for a trip .. we decided to go to Mexico for a day so booked about 21 hours in advance through Viator ... Money was taken from my account $300 Australian dollars... i got a confirmation email and it said confirmed once i finished the booking. I put my address down on the website. The email said to confirm address with the booking company 48 hours before. Now how can i confirm a booking with a company 48 hours before when i booked it 22 hours before. Oh and they took my money before any booking was actually confirmed in that place. So i ring the company they wont pick me p an state they have no address for me even though i specifically wrote my address down. The company was zero help and Viator keep putting me on hold and giving me wishy washy emails putting any actual response off. THIS COMPANY IS A FRAUD AND STOLE FROM ME !!”

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Posted 7 years ago

“Horrible experience! A typhoon landed on the day of our outdoor tour, yet Viator refused to refund any money. I tried to contact them several times in the days leading up to the tour; Viator didn't respond until 2 days after the tour date had passed. I will NEVER book with this company again. Do not waste your money!!!”

Helpful Report

Posted 7 years ago

“The company itself is incompetent in communication leaving customers with limited information on the products that they buy. My experience was booking a spa with a 50 minute massage for 5pm at Gellert spa Budapest which was clearly stated on the voucher. It was stated to arrive 40-50 minutes before hand so you have time to get changed and get ready for the massage. So obviously i arrived at 4pm. Already i was concerned as it seemed that someone had the same experience as me who was already not happy with the service as her and her mother where being moved around from the time that they had booked. Once i got to the desk the receptionist looked at my voucher checked the system and told me that the massage was booked for 15:55 to my surprise. Viator had never told me that this time had changed and even if they did they did not get confirmation from me if this time suited. So i paid £120 for a massage and spa entry with no massage being given. this was bad enough but once i notified the company of the problem once i got home it created an even bigger problem. The communication Was simple in Viators eyes if you missed your massage time that was the customers fault not the companies fault for lack of communication on telling their customers of their massage times. In short it took a long time to get my money back for the massage but no the spa. IN fact the company should have been offering compensation for the experience my girlfriend and i had in here. But in the words of Viator "the money will be refunded as a good will gesture" not down to the fact that the company doesn't communicate properly with customers on these changes. My advice stay away from this company if you value your money.”

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Posted 7 years ago

“We were going on holiday to Dubrovnik, book 3 separate tours with them. Unfortunately on departure day Monarch airlines went bust, so I found alternative flights the day after. As I was due to go on a Viator tour that day I asked them to transfer it to another day/alternative destination. They replied "Oh ring the local operator", I did, they said "contact Viator". Rang Viator - "no it's out of our hands, ring the local operator". NOT IMPRESSED £150 gone.”

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Posted 7 years ago

“Their company care department sucks. This company appears only to be interested in taking your money. Viator.com agreed to refund me excess charges taken from a tour I went on. This took some effort in itself. But now 2 weeks after they agreed the refund they have not paid up. If you have an issue with Viator either write it off, or plan on wasting hours of you life.”

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Posted 7 years ago

“We booked a tour to Dover as it was my 76 year old mothers last wish and final visit to England. They never sent us a confirmation although they took our money. I have written over 12 emails to them and not one response. No information, no details, no contact details, no confirmation and no trip thanks to Viator. I'm so angry you did this to my mother.”

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Posted 7 years ago

“We booked our tour weeks ago, no confirmatin sent to us, no email, no information or details about our trip was sent. We have sent over 10 emails and no response to any of them! I'm furious my mother is 76 years old and this was her last trip to England and you spoilt it for her, because Viator is greedy, lazy, and unprofessional. Deep shame on you Viator for taking away an old ladies last wish!!”

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Posted 7 years ago

“I would recommend not to use viator as the company is totally fraud. I booked a ticket from viator.com and now I am suffering with the lead travelers name change, when I booked they said they will be able to change lead travelers name at the later date but now they are not supporting. Their checkout page suggest, "For security purposes the lead traveler's name must match the name on the credit card used for this booking, and the credit card used for this booking must be presented at the time of travel and/or redemption. If the lead traveler/card holder is not traveling, that is OK but you must contact our customer care staff after completing the purchase to request a change." I have emailed them several times but no reply whatsoever. Seems like trip-advisor is ruining its own reputation. NEVER EVER VIATOR OR TRIPADVISOR.”

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Posted 7 years ago

“viator couldn't book the dates I wanted for Halong bay. Payment was pending. Offered alternative dates, which i tried to book but these were rejected. No offer of alternative dates; however they still have my credit card payments for both bookings pending almost a month later. it has pushed my credit card limit to the max and has caused problems with auto payments. I have tried to contact them; it is almost impossible to find a contact number or eamil; when I did find one I have received no response. I will be contacting consumer affairs Australia about this company.”

Helpful Report

Posted 7 years ago

Viator is rated 2.2 based on 1,135 reviews