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

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.

Viator 1 star review on 26th October 2024

101

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

“Viator Trip Advisor let me down horribly. Not only did they not honor refunding a Puerto Rico Food Tour cancellation I made through their partner Global Experiences in Dec 2021, but when I went to Jamaica in Jan 2022 Viator/ Caribbean Tours canceled a catamaran cruise on my birthday! LESSON LEARNED: I lost $500 to the Viator scam and I will look to schedule with a more reliable service than Viator in the future. :(”

Helpful Report

Posted 2 years ago

“I wouldn’t recommend booking tour through Viator. Booked a 5 day tour for me and my husband. We were packed and ready waiting at the hotel entrance to be picked up and guy on the phone kept promising that someone will come early at 7:30 am. on the start day of the tour. No one came. Our trip and entire day got ruined and wasted. The guy said there is no one on the tour except us so trip is cancelled. That was unbelievable. Why did viator book our trip at the first place? Kept us in dark. I will never trust Viator again. We owe apology and compensation for ruining our vacation. B. Shah”

Helpful Report

Posted 2 years ago

“Liars. Empty promises. Poor customer service. Regarding 830833546. Your company promised several times to escelate this - its been over 6 months now and after reaching out to you 5 different times on whatsapp, Ive finally given up. Avoid this company due to its abhorrent customer service and lack of compassion.”

Helpful Report

Posted 2 years ago

“On Sunday, I was supposed to do the excursion but I couldn't reach them by 8.20 am due to the weather conditions, so windy, roads closed, snowing, poor visibility due to blowing snow in most of the roads, as our hotel was located in Asborgir, 1 hour far from Reykjavic in normal conditions. I called them to ask them how we could do it because I would have love to visit the places, but they didn't give me any solution. In the first email they said I would reach their office in 45 minutes, that was the first lie. I asked them for a partial refund because I wasn't given the service, and it wasn't my fault, I think it would have been fair to be refunded partially. They said that I didn't contact the company to let them know about me having troubles reaching them (second lie). I called them at 8 am in the morning letting them know that we were trying to reach them but we didn't know how because of the weather. I sent them email with screenshots of the calls I made and the times, and even so they came back to me saying that anyways I won't be refunded. So make sure not to book with this company if your hotel is not in Reykjavic, you may have troubles getting your money back if you are not able to reach them”

Helpful Report

Posted 2 years ago

“I cancelled my ticket to visit the WTC in NY because my trip was cancelled. I booked a cancelable ticket but I never received a refund. I completed already 5 online forms but never received a reply....Last time I am booking with them.”

Helpful Report

Posted 2 years ago

“This company is terrible!! I would give NO stars if I could. They double booked us for a tour ( their mistake, I checked my email!) They said they wouldn’t refund the overcharge, “because it was past the 24 hours” HUH?! ALSO I booked a whale watch and had to change the date. I changed the date A MONTH ahead of time, and still was charged for both dates. Don’t believe them if they say “it’s straight, your date is changed, no extra charges. In the future I will use them for information only, and go directly to the business for my reservations the “old fashioned way” I already go directly to the hotel company for hotel reservations because they WILL NOT guarantee the conditions of your reservation unless you book directly with them. Saw a couple in Omaha get refused a room during a huge snowstorm because they had booked with a secondary site. NEVER AGAIN. My impression of Avatar is shot.”

Helpful Report

Posted 2 years ago

“The company took a payment of £120 for a trip in Dubia but when I contacted the operator they knew nothing about it and the trip never took place, Viator’s system does not allow customers to get a refund when this happens, please be aware when booking with this company as they are just a agent and once they have your money they are not bothered if your booking goes ahead or not as you will never get a refund, very poor indeed and needs bring to account by the industry.”

Helpful Report

Posted 2 years ago

“UPDATE: I heard from customer support who guaranteed us the refund was on the way (only after i wrote this review). I deleted the review, and the refund never came. Subsequent emails were not answered. This is unbelievable. PLEASE FOLLOW THROUGH AND REFUND ME FOR REAL. --- We scheduled this tour and then I tested positive for covid. We let them know before pickup for the tour and they responded and said they would refund that day. They did not and have not responded to messages since. Very disappointing and unprofessional”

Helpful Report

Posted 2 years ago

“we took the 30 minute ferrari drive and oh boy was it fun!! our guide was John 01/24/2022 @ 10. He was patient and explained EVERY thing well. its worth it!!lots of photography woth the best backdrop!! we would definitely do it agian.”

Helpful Report

Posted 2 years ago

“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 2 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 2 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 2 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 2 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 2 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 2 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 2 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 2 years ago

Viator is rated 2.2 based on 1,102 reviews