Viator Reviews

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 booked a tour because a representative gave me some information; it was wrong; after talking or trying to talk to Viator several times; reps were very polite; they didn't get it; they were from Phillapines and had no idea what I needed; never got an answer; had to change my airline dates and incur a change fee with them; all because Viator could not get me correct info; ever.\ I have used in past and fine them lacking in info for customer”

Helpful Report

Posted 6 years ago

“I paid for three Viator tours while on a Mediterranean cruise in May. Only one went flawlessly (a cooking class in Mykonnes), and the other two had problems. Our voucher for a 3.5 hr. tour of Vatican City in a small group of 10, purchased 4 months in advance, became the nightmare of our 18 day trip. Viator obviously is the booking agency the connects travelers worldwide with local agencies who conduct the tours. Most of the local agencies are good (used them previously in Europe and Canada), but THINGS ONLY WORK IF VIATAR GIVES YOU THE CORRECT INFORMATION. We arrived at the Vatican steps at 2:00 for a 2:30 entrance and could not find the company stated on our voucher on any of the guide's flags or signs. During our frantic search 3 nice Vatican officials tried to assist us and agreed that no one from that company name was there. Ironically, an Ecoart tour guide noticed the Viator symbol on our voucher and said "yes, we use Viator but we are not the company you're looking for." At 2:45 I was almost in tears so we purchased tickets with another group, and we paid 56E each on the spot to join another group of about 20 people. It was a great tour with the non-Viatar group, but later it was not easy getting Viatar to admit their fault and they never apologized. I was livid when the second Viatar rep said that Ecoart said we never showed. I told her that we had spoken to them twice but that Ecoart was NOT the name of the local agency printed on our ticket so neither of us thought we should be in that group. Only after writing a long description of our nightmare in the sweltering heat, did they seem to believe I was there and gave us a refund with words to the effect that they were doing us a big favor- no apology, nor denial, for printing the wrong local name on our voucher. The previous day, we enjoyed a terrific 8 hr. Almalfi coast tour with Worldtours of Naples that we purchased through Viatar. The tour exceeded our expectations except that the tour description had said we would be part of a small group of 16, and we counted 30 on the bus. The same thing happened to us on a Viatar trip in Canada that promised group of 12 and it was 20. I don't know if local groups increase the number, or Viatar just buys that many spots from them, but either way the customer is not getting the smaller group experience they pay for. I will do my best to avoid Viatar bookings on future trips and suggests that others do the same.”

Helpful Report

Posted 6 years ago

“Viator have many tours available giving travellers a great choice to select from. They were very quick in confirming my tour for my daughter and I once I had paid. I will certaainly use Viator again and recommend them to friends.”

Helpful Report

Posted 6 years ago

“Bought tickets to Burj Kalief ( tallest building in Dubai) Printed all information and tickets sent by Viator and they where not accepted at the Burj ticket booth. Please beware of Viator as they are a scam website.”

Helpful Report

Posted 6 years ago

“Me and my wife booked a tour on Viator to visit Chichen Itza for a day trip including free all you can eat buffet and a Cenote (like a underground small lake) visit. The price of the tour was very affordable that we paid in advance online. They pick up us on time early in the morning and transfer us to a big bus, once on route Mr. Rodrigo (travel guide) keep us informed all the time and Mr. Antonio (bus driver) was very professional. At the buffet you need to buy your drinks because they are no included. Drinks are no too expensive but be adware if you pay with credit or debit card (the Chilam Balam restaurant overcharged us for a frozen margarita and a regular soda over US$25.00) (we only saw this after we get back home in NY). We like to thanks Amigo Tours, Mr. Antonio and Mr. Rodrigo.”

Helpful Report

Posted 6 years ago

“Bought a package to Machu Picchu through Viator. Great trip. However, we were put into a Spanish speaking tour, with only a promise that soon we would meet an English guide, but not to happen on this trip. However, the people in the tour company were still very nice, and although we missed all of the history and explanation of the area in English, we did enjoy the visit to Machu Picchu. I figured Viator would take care of me after the trip, so I did not get too excited. Although I was a bit disappointed. Disappointed turned into real frustration in working with Viator after, as they take no responsibility for anything!! The cost of the trip for 4 of us through Viator was about 2-3 times what we would have paid if purchased in the country for the same trip and accomodations. Recommendation is to coordinate your trip with local travel agents, much cheaper, and no added benefits or assurances with Viator! They have dealt with me via email only. I have requested on several occasions for a customer services rep. or manager to give me a call to discuss. But they either don't exist, or they do not work that way. They did remind me in one email that all sales are final. Something I will remember before I push the buy button,”

Helpful Report

Posted 6 years ago

“DO NOT USE!!! BEWARE!!! They are ressellers taking 30% from the real tour operators. One of the worst booking platform. They connect suppliers from all around the world, take the money from the clients and do not assist in no way. Buyers cannot contact Viator assistance center / no phone no email. Suppliers cannot update bookings. Eventually they keep the money of clients and pay to supplier 45 days after the tour. SCAM. Why they keep the money? why they do not provide a supplier contact details in advance. People just book because they even don't understand that the Viator is 3th party re-seller. We as a supplier and as a buyer recommend you to find tour operators in country you planing you visit and book directly with real tour operator. They rate tour operators having 1 star ( worst ) rating in the world. SCAMMERS, MONEY LAUNDRY, DO NOT USE BEWARE”

Helpful Report

Posted 6 years ago

“Didn’t deliver and horrible cust9mer service”

Helpful Report

Posted 6 years ago

“We booked a full day CULTURAL tour of Hutong in Beijing on April 7. It said there would be learning of Tai chi, Chinese calligraphy, paper cutting, opera mask painting tour of hutong and lunch at a local family. Except for a hour of Tai chi by a master, everything else was done in less than 2 hours in a room without anyone showing us what to do but we were just given the materials to do it on our own! There was no mask painting but we were given already painted mask to take home! Lunch was nothing special. We paid $188 Canadian per person for this kind of mediocre tour. Viator your selection and oversight is terrible and irresponsible! I write to them for complaints but I never heard back. I will never use this company.”

Helpful Report

Posted 6 years ago

“Whilst in Ciro for our first time, we went to see the pyramids and lucky enough we found @fatmashaffey as our tour guid. She was amazing. From the moment we met her we knew that this was an experience we were never going to forget. Her knowledge about the history of the pyramids and ancient Egypt was as if she had lived it. Also her photography skills were brilliant. She knew all the secret spots to get the perfect picture where there were no people. These are memory’s that I will never forget and will be with me forever. Thank you Fatma for the experience of a life time❤❤❤❤🦋”

Helpful Report

Posted 6 years ago

“Offering “PRIVATE” tour when it actually is a normal tour. When i saw title, i even called the hotline from overseas before making booking and they “confirm” is it a “private” tour. WHen I made the booking, I got an email asking me to cancel it because they made a mistake. And not offering any solution even when i keep asking for any other option. IRRESPONSIBLE COMPANY! Just judge yourself how bad this company is by looking at the most recent reviews, nothing more than 1 star. JUST AWEFUL!”

Helpful Report

Posted 6 years ago

“Disgusted I am disgusted with this company. We book months in advance only to be told 2 DAYS before the booking that we have been thrown off for someone else, My advice, AVOID at ALL COSTS”

Helpful Report

Posted 6 years ago

“professional scammers”

Helpful Report

Posted 6 years ago

“The date I booked was not even within my travel range. When I got a confirmation text I IMMEDIATELY tried to fix it, both through Viator (which required me to call them 3 TIMES to get a resolution) and through the tour company, but I was required to pay the full price of the tour.”

Helpful Report

Posted 6 years ago

“We booked a tour of the Royal Palace of Madrid for March 30 at 11:30 a.m. The supplier for this tour was Pancho Tours. We arrived at the meeting point 15 minutes before the tour was supposed to start. Since no tour guide showed up at 11:30 a.m., we called the phone number for Pancho Tours that was listed in the voucher. The lady who answered the phone apologized, saying that they tried to contact us to change the time of the tour for earlier that day. She tried to reschedule for another day but we could not accommodate in our schedule. I specifically asked whether we would be refunded since they changed the time of the tour and she guaranteed that we would get a refund. I contacted Viator 9 or 10 business days later since I didn't see a refund. After contacting Pancho Tours, Viator informed they would not refund us because Pancho Tour replied that the tour left at the regular 11:30 a.m. time that day. I am upset with Pancho Tours because that is a lie and I am contesting the charge with the credit card company since no service was provided to us and it was not our fault. I am upset with Viator for not doing a more thorough investigation and a better screen of their suppliers and, quite frankly, for not trusting their customers.”

Helpful Report

Posted 6 years ago

“Booked a trip in Punta Cana. Viator confirmed. Next day they cancelled but never refunded money. Had to spend an hour to get it back a month later. Seems like they hope it gets overlooked. Then they offered 10% discount on next booking. Like that would make up for their incompetence and my inconvenience.”

Helpful Report

Posted 6 years ago

“Great until you need an amendment. Requested cancellation 60 minutes after receiving booking confirmation but was denied a refund even though the tour is 3 weeks out. Two separate agents delivered the same canned response that contradicted the tour information itself. After speaking with a supervisor (Alex), she rudely cut me off as I spoke, grew frustrated at the customer, and refused to escalate further. She verified her agents never called the tour supplier. The point of using a travel agent is to leverage their existing relationships with vendors, not disrespect and dismiss customers. Not the experience I was expecting after having used Viator 10+ times in the past. Everything is great as long as you don't have a problem - as soon as you do, good luck garnering support. Not only have you lost a loyal customer, but I am extremely upset with how I was treated (as well as many others after reading similar reviews)”

Helpful Report

Posted 6 years ago

“I've booked two tours in Brazil and few hours after that I received an email from Viator stating that both my tours were canceled because they suspected credit card fraud and also stated to check with my bank. I called their customer service for some kind of explanation but none was given even so they put a charge on my credit card. I called my bank and there was nothing wrong with my card as I suspected. They said I will get a refund in 5 to 7 days, but as I read the other comments I might have to open a dispute with my bank. Stay away from Viator - they can ruin your vacantion!”

Helpful Report

Posted 6 years ago

“I just completed the Viator half day Versailles tour. The motor coach was filthy and filled with garbage in many seat fronts. This was the first tour of the day. I am in the meeting planning and incentive Trip business and could not believe what shape the coach was in. This was bus one today. It sets the tone. Why is it not normal procedure to clean the bus of garbage after each tour. I will think twice or more before I book again.”

Helpful Report

Posted 6 years ago

“We booked an excursion in Malaysia with Vijayan Krishnan yesterday. It was amazing. He was so knowledgeable and interesting. We finished our Batu Cave and our waterfall tour early and we showed interest in the palm trees we were passing. He brought us there and explained how they do everything. We also got to go see eagles get fed from a boat ride. It was an amazing day. I don’t think it would have been the same without him. He was amazing tour guide”

Helpful Report

Posted 6 years ago

Viator is rated 2.2 based on 1,135 reviews