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

“Easy to book with , we booked quite a few trips in Australia and every one of them was well worth a visit everything ran smoothly no problems even when I had to change the pick up from a different hotel at short notice. Would definitely use again”

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Posted 8 years ago

“I have done about 8-9 different tours with Viator in 5 cities. They have all been good or excellent.”

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Posted 8 years ago

“Viator was very easy to use, we felt very safe and confident in them in helping us choose tours for our trip. They had many great options to choose from. We thoroughly enjoyed the ones we chose. I would definitely use viator again. Thank you”

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Posted 8 years ago

“Viator was very easy to use and the quality of the tour was fantastic!”

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Posted 8 years ago

“We as a family travel in large groups and Viator has the best variety, best pricing and best quality for any and all events we have participated in. We have never been disappointed.”

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Posted 8 years ago

“We booked 3 tours in Rome. Colosseum/Forum tour was very good. Vatican tour was also, but a papal event prevented us from going into St Peter's. this was a scheduled event, and the tour company should have known ahead of time. The third tour guide (Fountains of Rome) never showed up at the meeting place. We called them and they told us it had been cancelled. Time wasted. But Viator quickly processed a refund. The guides we had for the two tours we did take were very good.”

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Posted 8 years ago

“Viator has heaps of options for everyone to choose from, no matter what you like to do on holiday.”

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Posted 8 years ago

“The constant reminder to print out the voucher is good, but also include a note as to why. Also communicate more clearly if there is something that needs to be done regarding the need to communicate 24hrs to the local company. Provide emails in the case a phone is not available.”

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Posted 8 years ago

“We traveled in Spain last month; we had booked 2 Guided tours by Viator. The organisation of the tour and the quality of the guides were excellent in both cases. Entry to many important monuments in Spain is by tickets. These tickets are limited and on some days they are sold out even before the day begins. Even if daily tickets are available, the queues are long and time consuming. Through Viator bookings we completely avoided tension and made best use of our time. There were a couple of monuments in Barcelona where we had not anticipated this and wished we had booked in advance through Viator! We thought the Day trip from Granada to Cordoba was over-priced by Viator, and did the trip on our own -- it worked out cheaper. Although the website promised the trip at "upwards from $138", the "actual cost" worked out to more than $350. The original promise was misleading and the price difference between estimate and actual was too big to ignore. This was not value-for-money or clear communication --- principles which Viator is known for.”

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Posted 8 years ago

“We booked 2 recent tours with Viator whilst visiting Canada and whilst they were a little pricey, they both nevertheless were each good in their own way. Ultimate Niagara Falls Tour plus Helicopter Ride and Skylon Tower Lunch and Victoria and Butchart Gardens by Seaplane and Speed Boat And although we had some local contact problems to confirm the tour in Vancouver, we resolved this and enjoyed our trip. The 2 packages were excellent in their own way, and the organisers of each trip were very good. If you want to get an excellent experience whilst travelling, then Viator is an excellent way to secure a package.”

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Posted 8 years ago

“Need real work on customer service, it was real chaotic at the bus station. Staff at the station seemed real lost, you ask a question they can't direct you to the proper people. And if you're on break, I would imagine you to disappear and not read the newspaper on the podium, at the gate and act like you can't be bothered! I would not recommend to any family or friends. Oh, the bus driver ate our food left on the bus while they sent us out on the tour. The actual tour guides were not bad.”

Helpful Report

Posted 8 years ago

Thank you for your message. Please note that the staff on site at each location do not actually work for Viator. As a Tour Broker, we do utilize Tour Operators all over the globe for each of our tours. We encourage customers to write a review of their Tour Operator experience on our website, to help our Tour Operators in offering the best possible service to all customers. We hope this information helps. If you have any further questions please feel free to let us know. All the Best, Viator Social Team

Posted 8 years ago

“Viator tours are very good. You can see the most out of everything in a day. Good for those who like to visit everything in the shortest time possible. A little tedious for family with young children and the elderly though.”

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Posted 8 years ago

“I would recommend Viator to everyone. Cheaper than the shore excursions on the ship and the guides and folks that help you check into your tour were all phenomenal.”

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Posted 8 years ago

“Viator should have managed better coordination with the transport companies at Malta airport. They should also answer my emails more accurately and keep me informed of their pick-up times.”

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Posted 8 years ago

“I had enjoyed All the Tours I made with Viator. However there was a bit of Hitch last year due to Bad Weather here in Australia and mistakes by my Travel Consultant in making my plane land at Mandalay instead of Yangon. However in retrospect it was enjoyable specially The Swedagon experience which I had seen twice...morning and later on twilight time! I definitely r commend Viator for Tour Reservations etc.”

Viator 4 star review on 31st October 2016

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Posted 8 years ago

“Very good range of trips and activities, used many times in places all over the world and never had a problem.”

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Posted 8 years ago

“An easy to use travel site when you're on the go! Fast and easy to understand the booking and reply system, it was invaluable making plans on an iPad last minute when things just don't go according to plan!”

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Posted 8 years ago

“I was more than pleased with the three day tours I organized through Viator in Zurich, Switzerland. Each day, the tours went without a hitch. The buses were all very new and luxurious. The drivers drove smoothly, and the guides gave great explanations along the way,, adding insight into the days' journeys. I would certainly recommend these day trips to others.”

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Posted 8 years ago

“A very reliable website. Love especially the reminders sent via email reminding me to print the vouchers. Keep it up.”

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Posted 8 years ago

“For those who haven't used them before, Viator is a search site that connects people with various tour companies. They do not provide the tours themselves, so there is a certain level of variety in the quality and style of the tours they work with. Over the past few years, I've gone on at least a dozen tours in four countries, all except for one were great. One of the main perks is you can find a variety of tours in any given area. You can save yourself some money by doing the additional research to find the local companies, but it's a reasonably small amount they tack on so I've always chosen the time savings instead. The downside, is since they are third party site, they provide little to no customer support. After booking, the customer receives a voucher which includes the information for the actual tour guide. The ones I have received always include a phone number, none of them include an email. When trying to set things up in a different side of the world, an email would be helpful. You can request Viator to contact the local guide, they will forward the request but in my experience, Viator includes a snarky response along the lines of 'you have their contact information and that's your best bet.' Not helpful. Also, with the one tour company that did not provide the described tour, I requested a refund which two weeks later, I have not received a response. After waiting a few days, I submitted a one star review for the tour, with full explanation of the issues. The website includes a note for one star reviews, stating that their customer service team will review the issue and attempt to resolve it. As of a week later, I still have not been contacted and the review was posted three days later. So, if you are looking for a reasonably reliable search engine for local tour companies, this is a good option. Just understand, they are not the primary service provider and their level of customer service reflects this fact.”

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Posted 8 years ago

Viator is rated 2.2 based on 1,135 reviews