Viator Reviews

Name: Viator
Address: 360 3rd St #400, San Francisco
Rating: 2.15

2.2 Rating 1,167 Reviews

28 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.2

Based on 1,167 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I just buy their tour package to Grand Palace Bangkok, Thailand, in Agoda. They don't write if the package not included a entry ticket. So when in Grand Palace, they ask us to pay the entry ticket by ourselves. It's like a SCAM us to buy their tour package in App, but we don't get what they write in App. Zonk!!! Not recommended!”

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Posted 6 months ago

“Super rude customer service. I realised I am too late to read these review... sad.. what mentioned mostly are what I had encountered.... most importantly.. i was being called "a shameless customer".. goodness me.... 😅”

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Posted 6 months ago

“This company is basically a scam and should be avoided at all costs. We didn't get the tour we promised and instead of fixing their mistake they keep referring to policies that don't apply to us.”

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Posted 6 months ago

“Do not use Viator, ruined my holiday. Booked a tour and the bus didn’t show. Went to the office address in town on booking and it didn’t exist?. Very poor effort Support is rubbish Do not use”

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Posted 6 months ago

“I've been robbed bay VIATOR. They never sent the tickets or gave any info of place to go to get tickets or service. BE AWARE OF THAT COMPANY CUIDADO !! SON LADRONES EN VIATOR, me robaron y nunca me dieron los tickets ni el lugar donde hacer uso de los servicios PAYPAL no me ayudo con estos pillos”

Helpful Report

Posted 6 months ago

“Title: Extremely Unprofessional – Refund Denied Despite Valid Medical Reason I have been a loyal customer of Viator for many years, booking numerous trips and excursions through their platform. However, my recent experience has been incredibly disappointing. I had to cancel a dinner cruise due to illness and was asked to provide a doctor’s note to process a refund. Once I submitted the note, Viator still denied my refund. I reached out to the excursion company directly, and they referred me back to Viator. After waiting two weeks, I received an email denying the refund, despite my valid medical reason and all requested documentation. The lack of communication and professionalism in handling this situation has been shocking, and it's clear that Viator does not prioritize customer care or loyalty. I will not be booking with Viator again and would advise others to be cautious when dealing with their refund process. This experience has been frustrating, and I will be taking my business elsewhere.”

Helpful Report

Posted 6 months ago

“We booked a full day tour of D-Day landing beaches with Viator. The tour left from Bayeux. Eight of us plus the driver were crammed into the van, three across. It was very uncomfortable. Our driver/guide was pleasant but we had trouble understanding her accented English. We stopped for lunch and didn’t get individual bills for our orders. She called off our order at the register. Somehow I ended up paying 57 Euros for a salad and ham and cheese sandwich with coffee. We should have saved almost $300 and driven ourselves.”

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Posted 6 months ago

“I gave 1 start because I can’t give zero. DO NOT USE THEM. I booked an Italy colloseum tour and their app took us to the wrong meeting point, and we missed our tour and ruined our trip. I told them what happened and they would not refund! The viator app and team are complete rubbish and won’t give your money back. We came from australia to do this and they ruined our entire trip. SCAM.”

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Posted 6 months ago

“We were able to get our tickets both times, but the process of getting them was an absolute nightmare that left us both exhausted. Why they simply didn’t email us the tickets is a mystery. We won’t be using them again.”

Helpful Report

Posted 6 months ago

“I bought tickets for Vatican museums and Sixtine Chapel for 6 people (via Viator) on 5th October 2024 at 3.30 p.m. It was raining, there was a strike of public transport workers, it was impossible to get a taxi. We were there for 3 days so we decided to walk around, doesn't matter that we were wet, we wanted to use those three days as mich as possible. Two (2!!!) hours before we were supposed to enter, Viator informed us that our tickets were cancelled. The explanation was trivial. So, we didn't see the museums. They kindly informed us that we can still wait and buy them at the entrance. REALLY?? Well, we bought them from you, Viator,in order NOT TO WAIT FOR FEW HOURS!!! The best thing was that at that moment the tickets were being sold on their site for much higher price. A terrible experience, terrible business, terrible everything!!!! I rated it 1 star as that's the lowest, but if there was 0, you would get that. Only good thing was that they refunded our money in 2 days.”

Helpful Report

Posted 6 months ago

“I will never use this company again after having booked over 12 tours with them. Viator charged me twice for the Santorini Private Sights Tour $328.12 each time. When I originally booked the tour for Sept 30 2024, I accidentally overlooked that the day I placed the booking on July 2 was the default day for the tour I wanted Realizing my mistake I immediately cancelled and rebooked the correct days. My credit card was then charged again two days prior to the actual tour. I called Viator several times and they said that because my original cancellation was inside their 24 hour cancellation policy they would not refund my money even though I had immediately cancelled after my inadvertent transaction. They are scam artists and they kept my money even through the tour operator received nothing for the transaction.”

Helpful Report

Posted 6 months ago

“Canceled pickup from cruise ship 2 days before pickup date via Viator website. (see screenshot). Also canceled 3 times with tour provider as they kept sending me updates. It appears the website cancellation did not work, and the tour site ignored me. I am out $517.”

Viator 1 star review on 4th October 2024

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Posted 6 months ago

“We booked a freedom trail tour in Boston and arrived before midday when tour was meant to start. Waited for 15 mins when another couple turned up to say that it had been cancelled. They have taken our money and I have asked for refund but had no reply. Viator are a bunch of thieves and I would not touch them with a barge pole.”

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Posted 6 months ago

“Your tour guides, mis lead on pickup points and ,even after prior complaint.you deducted our money without any refunds. Tourist voice is not acknowledged by you...Never again viator”

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Posted 6 months ago

“I booked a private car pick up. i know the Viator policy about being late for your car . if late you loose your money. they required my flight number to help with this. flight was late and my luggage was the last off the plane. so yes i was late. They did not wait will 30 other drivers waited. i called asap and they said to late. i filed a claim to get my money back and was denied. i called my hotel and they sent a black car service to pick me up. i paid them also but was 30 percent less than viator. lesson learned call the hotel and use someone good. They will not refund the money. Very bad Customer service.”

Helpful Report

Posted 6 months ago

“This company is probably a registered business but I found them difficult and elusive to deal with . Months ago I booked a tour of Paris catacombs and seine tour . They issued a voucher which had scant details .No ticket just a meeting point at entrance of Catacombs where the voucher said tickets would be issued. Arrived at correct time only to be told this voucher was not sufficient. Went online to viatour and lot of back and forth finally got a ticket . I think this company operates on making things difficult. They already have your money and if you don't show up don't have to pass it on to the operator . Some people would give up and write it off. I suggest avoid this company, go direct to tour operator”

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Posted 6 months ago

“I was scheduled on a 10 am Eiffel Tower tour today. My Uber could/ would not take me to drop off as streets were closed for big running race. I missed group but went in to west entrance. Still did not meet up. Contact on phone told me to go to meet up spot for 12:00 tour so I got there and No group then. Contact told me to go back to pick up at 12:20 but I was already in tower ticket line. No way I could walk back! Yesterday I had a great Normandy tour through Viator. I would like my €89 back from this fiasco!!!”

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Posted 6 months ago

“We booked a gondola excursion in Venice. We were very deceived. We were of the impression that our meeting point would be at least within walking distance of our ship. The day of the excursion, which was scheduled for 5:00 pm. We were notified by their transporter at 1:00 to see if we could move our meeting time to 3:00 pm. Sure. When they sent us directions, we found it was a 2 hour drive plus a 30 minute river ride to our destination. This would mean we would have to pay a taxi to and from. Not to mention coming back would be in the dark and in a foreign country. By the time we discovered this, they would not refund our money. We were out $262.42. Travel agents take note.”

Helpful Report

Posted 6 months ago

“Terrible to deal with. I booked for a go-kart tour and received a confirmation number. The next day I was told that the time slot I booked was unavailable but could I come an hour earlier; I accepted. The next day I was told that my chosen date was unavailable and they offered me a different, more expensive tour. All of my friends went through the same thing. Terrible company.”

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Posted 6 months ago

“I have had a similar issue. I can’t believe TripAdvisor supports Viator. The customer service sends you in wild circles when all you are trying to do is not be double booked. They have not sent the right information to the touring company and have caused a $150 tour to be completely useless. I contacted them ahead of time and they refuse to do anything at all. It is even a sold out tour. They could easily fill the single seat. Don’t fall for the pretty pictures and the great advertising, Viator has terrible customer service and more or less appears to be a scam. Use Airbnb whenever you can, the experience is entirely opposite and positive.”

Helpful Report

Posted 6 months ago

Viator is rated 2.2 based on 1,167 reviews