Viator Reviews

Name: Viator
Address: 360 3rd St #400, San Francisco
Rating: 2.18

2.2 Rating 1,134 Reviews

29 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.2

Based on 1,134 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 11th January 2025

Douglas Belaire

Viator 1 star review on 5th January 2025

Haydn Thomas

Viator 5 star review on 30th December 2024

Anonymous

Viator 1 star review on 26th October 2024

Steven Thomas

107

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

“We had a tour that we booked and paid for in rishikesh India. The tour had to be cancelled because of rain. The operators strung us along sitting waiting for them saying they could do it later in the day. As the day went along we watched our limited vacation time disappear. Eventually we decided to go on our own elsewhere. They only offered 67 percent refund even though we never received any service. I submitted a request to Viator to step in and get full refund. They did nothing but repeat the claims of the provider. Viator is not there to protect the customer's interests.”

Helpful Report

Posted 2 years ago

“Absolute trash! Scammers! They say free cancellation at first and then when you cancel they charge you 100% cancellation fee which was mentioned absolutely nowhere on their site! Never seen such robbery before!!!”

Helpful Report

Posted 2 years ago

“Planned a tour for Venice 2 months in advance. Confirmation information received from Viator and 3rd party vendor. Day of tour, no guide ever showed up. Called 3rd party and they claim Viator canceled. Called Viator and they claim 3rd party canceled. Viator then says no refund because I’m calling after the tour was suppose to start. WTF are you talking about??? BEWARE”

Helpful Report

Posted 2 years ago

“We booked a skip the line tour with elevator for the Eiffel Tower. Viator forwarded our request to a company that does not even provide that. The company wrote us a letter to that effect and Viator still refuses a refund for their mistake. I doubt we use them again.”

Helpful Report

Posted 2 years ago

“As I am sitting on the Captain Hook boat I am disappointed, displeased and very frustrated. I am sitting on a boat everyone speak Spanish. We book an English cruise was told it would be honor it wasn’t. Spent 2 hours looking crazy unaware of what was going on. I knew only 1 song (Turn up for what) lol. There wasn’t enough seating they really need money bad I guess. The food looks like cafeteria food thrown all together on one plate, please don’t ask for another plate they will stare you down and ignore you. What a horrible experience the Captain Hook trip was a waste of 2 1/2 hours of our time, we could have experience something more interesting and appealing to our soul instead being on a boat not knowing what the hell was going on.. Run don’t ever book with this company. If I could put 0 star I would have that’s how horrible this experience was.”

Helpful Report

Posted 2 years ago

“I had been waiting for years to visit the Smithsonian African American Museum in Washington, DC. I’ve had experience with Viator in the past so, didn’t hesitate to book through them again. Previously, I had received reminder Emil’s, text messages and finally, phone calls when transportation was on the way. This time, didn’t happen. So, I took an Uber from my hotel. When I arrived at the museum, I waited in line, like everyone else. Still no guide and no contact information for the guide. Even worse, when I got to the entrance to go in. I showed my Viator pass to the person checking tickets and was told that our tickets were invalid. Then security was called. The security person checked our tickets and informed us that these were UNAUTHORIZED and unacceptable. I have never been more embarrassed. I explained to security and the person who spoke to us originally, that I had traveled hundreds of miles to be here and thought that I was purchasing valid tickets. Luckily, the two of them sympathized with us and granted us entrance. Afterwards, I contacted Viator, told them of my experience and requested a refund. I was denied. Never again.”

Helpful Report

Posted 2 years ago

“We were tricked into booking the wrong tour of Harry Potter in London. We thought we were booking a warmer brother studio tour w a private driver and a driver showed up to drive us to random movie spots. They refused a refund even though the booking was their error.”

Helpful Report

Posted 2 years ago

“no customer service. They take your booking and pmt info and your reservations remain as pending. They do not follow up unless you call the vendor or viator multiple times”

Helpful Report

Posted 2 years ago

“WARNING Do not use this company. We had purchased tickets so my 12 year old could go see the stadium in Barcelona. The tickets were cancelled due to a glitch? They use local tour companies and they don’t verify if the local tour companies actually secure or get the tickets. And they don’t care. I got a well it’s not our fault when I called the customer service number. Horrible customer service and they will try to refund my money sometime with in the week? So they have had my money for a month, without telling me that the tickets were never processed? SHAMEFUL”

Helpful Report

Posted 2 years ago

“Don't use Viator/ Trip Advisor they don't investigate refund requests. I had proof with witnesses including my Uber driver and pictures that I could have taken a swamp your. I booked a tour on Viator/Trip Advisor website based on the “great reviews”. I arrived 1 minute late due to heavy rain to my Jean Lafiatte Swamp Tour in NOLA and was told by the rude staff that the boat already left. As I was leaving in my Uber we saw the boat full of people waiting out the rain. I took pictures for proof and will report this to TravelAdviser but they refused to view evidence or speak with anyone. They are only concerned about the vendor and not customers.”

Helpful Report

Posted 2 years ago

“Our booking to the Louvre was cancelled without explanation. When we tried to book a tour for the next day in between other tours, we were offered a time slot that worked well for our tight schedule but it was changed without explanation again to a time slot that interfered with our other tour. This is a bait and switch. It’s a real shame to come to Paris and miss out on the Louvre.”

Helpful Report

Posted 2 years ago

“THE WORST!! DO NOT BOOK!!! I booked 3 tickets to the paris catacombs through this website for 160 euro and the tickets I was sold were fake tickets. I tried to check in at the catacombs and was told I couldn’t enter because I had been scammed and sold fake tickets. Absolutely do not use Viator!!!”

Helpful Report

Posted 2 years ago

“viator customer service is horrible. DO NOT USE!!!! BOOKING THROUGH A THIRD PARTY IS THE WORST. DO NOT DO IT.”

Helpful Report

Posted 2 years ago

“DO NOT USE THEM”

Helpful Report

Posted 2 years ago

“Absolutely terrible experience. Avoid at all costs. My friend and I purchased an itinerary, which ended up entirely different from the tour we got. We ended up going to the same location twice in two days, which ruined our last days in Israel. We were the only two on the tour of nine who had this issue. Viator did not bother to notify us of any changes to our itinerary. Had we been notified of the actual itinerary, we never would have purchased it. We went out of our way the day before our tour to visit a location that the tour group then went ahead and visited. We wasted time on our once-in-a-lifetime trip thanks to Viator. When we realized we were seemingly on a different tour from what we purchased, we brought the issue to the attention of our tour guide, who couldn't do anything to help and referred us to Viator. Viator insultingly offered a 10% discount after much back and forth and more wasted time. Ultimately, they refused to make us whole and acknowledge their error. What kind of business doesn't offer a full refund when you get something other than what you pay for? Their customer service was unfriendly, unhelpful, and inept. I will never take a tour with Viator again and caution you against it, too. You not only cannot trust their itineraries, but also you cannot trust their integrity in the aftermath of a mistake that they themselves commit. Our trip was marred by this incompetent company, and that's something we can never get back.”

Helpful Report

Posted 2 years ago

“They were great. Communicated with us each step of the way. Great food accomodation and guides provided as part of a well priced package. Always quick to respond to questions. Would highly recommend ll”

Helpful Report

Posted 2 years ago

“Viator, was my go to site for booking tours. My family and I recently visited Europe for 2 weeks (Italy & France). We booked a total of 4 tours, 2 in Italy, 2 in France. The last part of our trip was France. On April 11th, I booked Louvre Museum Skip-the-Line Guided Tour with Venus de Milo & Mona Lisa for a family of 5. Unfortunately, the morning of the tour, my son (11 years old) was sick with flu like symptoms. Their was no way we were going to make the tour as we were afraid he had Covid. I right away contacted the tour company in which they told me I needed to contact Viator. When I did and explained what happened l, their was nothing they could do for me. In no shape or form, did we purposely miss our tour. In fact, it was on our bucket list of things to do. So now we never got to see the Louvre, and we’re out of pocket over $300 USD. So pray that you do not get sick, otherwise, you will not get your money back. Sad!”

Helpful Report

Posted 2 years ago

“The park we attended stated they would provided a refund, which they would work with Viator to provide it. Which Viator does not want to provided, we’ve contacted the park directly but they keep stating since we book with viator and paid viator they can’t provided a refund. Even though the park stated they would and would work with viator. We tested positive for covid at the excursión. Which they asked us to leave but they would work with vítor for the refund. But due to Viators cancellation policy. They can’t refund us our money, due to not giving them notice within 24 hrs. Which they should have some exceptions for covid. viator is not willing to work with us. And are keeping $1000 USD. Stay away from them they do not help their customers. Book directly with the company. Trust me, viator has been contacted multiple times regarding this issue. But will not refund us the money due to their cancellation policy.”

Helpful Report

Posted 2 years ago

“Do not trust viotor I bought ticket and paid they canceled less than 24 hours and also canceled the Vatican tour without notifying me never trust this company again”

Helpful Report

Posted 2 years ago

“My family and I planned a vacation to a new city in March of this year. On our agenda was to do a City Tour booked through Viator. Due to unavoidable airport delays coming into the city, we were unable to retain our luggage on that day. We were without any luggage, and on-hold with airport customer service for over three hours. We needed to come back to the airport the next day to get our luggage which happened to be the same day as our initial tour reservation. My family and I were extremely excited about this tour and quickly rescheduled for the next available day, which was still within the 24 hr. policy cancellation. I was ALWAYS under the impression that I was receiving a full refund because I followed the cancellation policy EXACTLY. After not receiving the refunded amount after about two weeks, I called the Viator customer service line to receive an update. From there I was told that I would not receive a refund. For reference, this was over $800 I was out of pocket. I detailed the airport incident to the rep, and a refund request was opened for me. The confirmation email for this interaction was sent to me. In this email, I was assured that Viator "will be in contact within the next 7-10 business days" signed by customer representative Marwin. I did not in fact receive any updates from Viator during this time. Due to the lack of response, I contacted my bank to make sure that my well deserve refund would be processed. After not receiving feedback from Viator for over a month, I was shocked and truly appalled by an aggressive email from the chargeback side of the company letting me know I had to pay the balance, OR ELSE!!! The email threatened to pass this on to debt collections, which is not only unprofessional but comical and tacky. I immediately called the customer service line, and surprise surprise they never called me back to follow up, even after specifically requesting to receive a phone call follow-up from the supervisor. I had nothing but high hopes for this company, but I was completely deceived and treated with such disrespect. I can't believe such a "reputable" company could treat a customer this way. I will make sure to spread the word to never use this company.”

Helpful Report

Posted 2 years ago

Viator is rated 2.2 based on 1,134 reviews