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

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Viator 1 star review on 26th October 2024

101

Anonymous

Anonymous // 01/01/2019

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“Want to get excited about a scuba diving trip with your kids and then have your dream turn into a nightmare? If so, book a scuba lesson at Stuart Cove's Dive Bahamas, or book any shore excursion through Viator.com. On December 21, 2017, Stuart Cove's Dive Bahamas failed to pick us up at the time and location they had committed to, promised us a refund, failed to deliver on that, and told Viator we had gone on the trip with them. Instead of scuba diving, I spent my day explaining to my three kids that we just got shafted. I expected the Bahama's to be nice and warm during our frigid mid-west winter, but I didn't expect the Hell that Stuart Cove's Dive Bahama put us through. Viator is also complicit in this crime because they will not stand behind the promises on their website or their pick up instructions. You try telling your kids they don't get to scuba dive and put on a fake smile that we'll have fun anyway. Be forewarned: their websites look nice, but Viator and Stuart Cove's Dive Bahamas are not to be trusted.”

Helpful Report

Posted 6 years ago

“A range of tours from different companies all in one place and at excellent prices too!”

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Posted 6 years ago

“We booked a trip for Dec 30th, cancelled due to being ill. However then realized we would not get our $130 refunded. Then we called back to Viator to reactivate the reservation because we didnt want to be out any money. Viator would not activate the reservation, they told us we would have to book another one and pay another $130.00 for a date of service that had not even happened yet. We called them talking to 3 different reps and got mixed messages. The vendor said to call them and to get it scheduled. then Viator did not have us on mute and were saying "oh my god" and laughing as they were annoyed we called back several times and they hung up on us. They told us the vendor Ranchero Victoria was not answering them, nor could they understand them and kept giving us mixed messages. Horrible service, I would never book with them again”

Helpful Report

Posted 6 years ago

“We booked two tours with Viator in two different countries and both were terrible! It will not happen again. When we tried to dispute the second as we lost an entire day of our family vacation, Viator contacted the sailing company who lied about the events of the day. Viator's response was "They said you only lost 20 minutes of the 8 hour day, so we cannot offer a refund", so that was it.”

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Posted 6 years ago

“I would give zero if I could. I needed to change the date of an event booked simply because I accidentally picked the day after what I had intended and after being pushed around on phone calls and emails for literally hours and hours they refused to change the date or refund me any money. They treated me absolutely horribly and would not recommend this terrible business to my worst enemy”

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Posted 6 years ago

“Or booking was cancelled as fraudulent with no explanation. After following this up with them, viator blamed the tour provider and the bank in two separate calls while neither one of them found any issues with the booking. Thanks for ruining the day, way to go!”

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Posted 6 years ago

“Turkey - Goreme. Really terrible. Massively overcharged us. Dont book with them. Go to Goreme and book locally. I got a Green Tour for 70 TL. These guys charged me 240TL for a much inferior trip”

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Posted 6 years ago

“Only give 1 star since I can't give ZERO stars. DO NOT USE VIATOR!! This agency is a ripoff!! I purchased a round trip daytrip to the Bahama's for myself and a friend. The cost was $242.00. The tickets were booked and paid for on 11/02/17 at the trip was on 11/12/17. The provider Balearia Caribbean had no record of my paid for booking under my name and my friend's name. Balearia Caribbean said my booking reservation was for a trip that already sailed on 11/04/17 and was for (2) different guest completely. I had to book directly with Balearia Caribbean for a different day which was even cheaper ($167.00) than what Viator charged me. So far I have had no luck with Viator and have (2) identical emails fom them stating my complaint was sent to their customer service for review and that I would hear from them in 7 to 10 day's. I had to file a fraud complaint with my bank to get my $242.00 back. There is no way to email Viator and there is no way to reach anyone (ie; Company President). Save your money and hassle and book directly with the vendor. Viator will only steal your money!!”

Helpful Report

Posted 6 years ago

“Viatour charged me for a private tour they were not able to provide in the first place and refused to return the money for the tour.”

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Posted 6 years ago

“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”

Helpful Report

Posted 6 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!”

Helpful Report

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.”

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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.”

Helpful Report

Posted 7 years ago

Viator is rated 2.2 based on 1,102 reviews