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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“Their prices are higher than booking directly with the tour company. I paid $60 for a pickup and return I only used the pickup as the tour guide dropped everyone off at their hotel and they won't return the half I didn't use. They don't care if you are disabled and they have zero customer service.”

Helpful Report

Posted 2 years ago

“Poor information given re meeting point etc, trip had been sold on twice which meant when things went wrong at departure point, a big delay re if tickets were valid, and after waiting an hour to get a good seat the whole boat boarded before us. Viator refused refund and said no refunds from local company, local company had advised me to fone and did that for me to the ' inbetween' company. A shambles of info causing us not to do trip, embarassment and disappointment. Absolutely no responsibility taken. DO NOT BOOK WITH THIS COMPANY, SHAMBLES OF A SERVICE WHICH WILL STAIN YOUR HOLIDAY.!”

Helpful Report

Posted 2 years ago

“Horrible guide in Nuremberg. Booked him through Viator. I'll never book through Viator, again. Very lazy and not interested in the subject material. Did not want to walk up to WWII sites. Just wanted to stand way back at a distance and show photos he downloaded from the Internet. In the old city, he walked a block ahead of us. He was oblivious to the customers. Wouldn't offer up information, unless we asked. Just wanted to flip through his downloaded photos.”

Helpful Report

Posted 2 years ago

“I hired Viator to pick my wife and I up at London Heathrow and take us to our hotel. While my flight was on time customs was extremely slow and it took us an hour to get through and get our luggage. When we walked out of baggage claim we discovered that our driver was nowhere to be found. When I called Viator, the first agent told me that I had not signed up for a transfer despite reading the confirmation number to them. After hanging up, I called back and this time the agent did find my reservation. I explained the situation to her and was told that the driver tried calling me, which they did not, and when we did not exit customs/baggage claim in a certain amount of time the driver left. I asked the Viator agent if they would be sending another driver and was told no. The only way that they would send another driver was if I paid again for the service which they did not render. The agent was callous and did not seem concerned one bit that my wife and I were stranded at the airport. The lack of trying to find a solution, other than paying in full again for the transfer, was very disappointing. I will not be using Viator in the future.”

Helpful Report

Posted 2 years ago

“Nosotros hemos reservado y pagado una excursión en Málaga de catamarán con ellos, al llegar nos dijeron que estaba cancelado porque tenían una fiesta privada. No nos han devuelto nuestros 24€,y encima dicen que no hacen el rembolso porque fuimos otro día, cosa que es totalmente falso,no nos dicen qué día y a qué hora, más que nada para saber nosotras si podemos ser omnipresentes. Lamentable,que se queden con tu dinero de ésa manera.Las fotos son de la fiesta privada del catamarán,que por eso nos dijeron cuándo ya estábamos allí que no había salida, habiendo hecho la reserva y el pago varios días antes”

Helpful Report

Posted 2 years ago

“You end up paying about double what you’d pay for a tour when you get there, or from the vendor directly. The reviews seem overstated. Look elsewhere.”

Helpful Report

Posted 2 years ago

“I canceled my reservation April 13th trip date was April 26th policy is full refund if u cancel 24hrs prior my credit card was still charged $275 dollars. Viator why yall do that. I'm in the process with my cc company for that refund. Ppl watch you cc statements when they come.”

Helpful Report

Posted 2 years ago

“Eiffel Tower tour very over priced!! Top was closed and can't get a refund.”

Helpful Report

Posted 2 years ago

“Don’t book your sightseeing trip with Viator, they claim to have a price match guarantee which gives you a false sense of security that if you find the same trip cheaper they’ll refund the difference. The reality is they won’t so you’re better off going to Groupon and giving these wide boys the wide berth.”

Helpful Report

Posted 2 years ago

“We booked a tour for Mainz and Weizbaden in advanced, get up early walk 20 minutes to the hotel where the bus is to pick us up. 5 minutes go no bus. I talk to the front desk and they call viator and the operator on the phone says. “Oh yes your tour has been cancelled” they never told me leaving me completely stranded. If you value your time and money especially when traveling to another country to experience it I would highly suggest never ever book with them.”

Helpful Report

Posted 2 years ago

“Purchased a tour and no one showed up to get us at the arranged meeting place! Have tried to contact them for refund an no luck!”

Helpful Report

Posted 2 years ago

“They sell tours which are cancelled by local companies and have poor communication with their local providers. If you cancel a not to be provided service,they charge you 100percent cancellation fee. Alternatively you can waste a day.”

Helpful Report

Posted 2 years ago

“I been waiting for more than 2 weeks to be reinburse for the activity that did not happen because the other side company did not show up to pick us up at pier 36 in NY.”

Helpful Report

Posted 2 years ago

“Shocking company, utterly useless”

Helpful Report

Posted 2 years ago

“Viator.com pls beware of these peiple... huge travel agency but zero professionalism.... On our trip to Florence we did a huge mistake of booking online Uffizi gallery tickets with them. They not only cancelled the tickets without informing us and we sat in front of the gallery waiting for the guide to arrive but the number and office address mentioned on the ticket were both fake. When we contacted the customer care they simply tell us that the tour was cancelled. Easter holidays so we werent able to get direct tickets so we asked them to compensate by giving us tickets on some other day of our trip which they agreed and told us that they will give tickets for 2 days later booking. We extended our stay accordingly. We recieved an email too for the same from them. On the day of booking till 8am in the morning we did not recieve any tickets... We called them back. So they once again told the tour is cancelled. Pls note we called them atleast 20 times on international roaming. Now they say they will only refund the amount we cannot compensate u for anything else. The most UNPROFESSIONAL, CARELESS, company i have ever come across. If you want your trip to be memorable and complete NEVER book with them. They have no rights to be part of tourism industry if they dont understand that the travel experience and time both are precious and they just cannot go ahead and ruin it for their customers!!!!”

Helpful Report

Posted 2 years ago

“Booked with Viator before going on our cruise. Unfortunately, we never received directions for meeting spot (maybe went to Spam?). At any rate, ticket said 9:00am. Because we could not find hotel, we arrived at 9:10 am. Viator basically said, "tough luck and no refund." We even asked about us getting a can yo meet bus at their next stop. Said driver has his phone off and no way for them to tell us where to meet. We ended up getting a local tour for A LOT less $$$ and we're very happy. Not anxious to use Viator again where they would not go that "extra mile" for customer satisfaction. By the way, they did have our telephone number but did not call to see if we were still coming. Horrible customer service!”

Helpful Report

Posted 2 years ago

“I used Viator while in New Orleans and had several wonderful tours. I felt like the tours were worth the amount I paid for them and the staff was professional.”

Helpful Report

Posted 2 years ago

“Viator does not have your back I purchased 3 tickets through Viator 6 months ago for a helicopter trip provided by Blue Hawaiian. I was later informed I would need to pay an additional fee of $170 because of my weight. I requested the fee be waived, which blue hawaiian agreed to. On the day of the flight they demanded the fee anyways. I refused and they would not refund me. Viator claims they are there for the consumer, but they sided with Blue Hawaiian in the dispute, I do not believe they took my case seriously. As blue hawaiian broke our agreement the day of the flight. Don't trust Viator to do the right thing.”

Helpful Report

Posted 2 years ago

“We booked a tour to Caminito Del Rey from Malaga Spain. This tour was Booked June 21,2021. I received several confirmation emails from Viator. The tour was scheduled for April 14, 2022. When we arrived at the meeting point, we were told we did not have a reservation (even though we had a confirmation from Viator). After 40 minutes on hold with Viator, we were told that everything was sent to the local tour company. When we contacted them, they said they never received a confirmation from Viator.”

Helpful Report

Posted 2 years ago

“On March 30th this year, I purchased Camp-Nou F.C.Barcelona stadium tour tickets from the website www.viator.com I purchased tickets from this website several times before, and each time, after buying tickets to the experience, the tickets were emailed directly to me. However, after the purchase, tickets were never emailed to me on this occasion. Instead, I received a "voucher," which needed to be brought to a tour operator to exchange for the actual tickets. However, nowhere on the Viator website did it state that it would be a voucher sent after the purchase, not the actual tickets. Furthermore, it was not noted anywhere on the Viator website that the customer would need to travel to a tour operator's office (Julia Travel) to exchange the voucher for these tickets. My issue was that I was hours away from the tour operator's office after purchasing from Viator. Thus, I called the tour operator by phone ( Julia Travel), and they refused to email me the tickets; they stated I must collect them in person, which will also not be possible today. I asked why I could not collect in person, and they advised that the office was closing! Thus, I purchased tickets from Viator.com to go to the Barcelona stadium tour on March 30th at 16:45, and the tour operator where I had to go to exchange the voucher for the actual tickets was closed! So it was never even possible to get the tickets on this date. I contacted Viator travel, and they told me I needed to get a Refund from Julia travel. Then Julia travel sent me back to Viator, advising that Viator is responsible for the refund. It turns out that Viator needs to do the refund, and Viator has sent me an email now advising that the refund request has been denied. To me, this is clear fraud. Under the law, I believe I'm entitled to be made aware of a cooling-off period on their website for a product or service, and I also never was at any stage. Nor was I made aware (at time of purchase) I was paying for a voucher, and not the actual tickets. The purchase was made for an experience on March 30th, and as the tour operator was closed, I could not even go to the experience on this date. Due to this, I requested a refund, and Viator has denied the refund request. I made a video to demonstrate the purchase on their website to clearly show there is no mention of having to exchange a voucher or travel to a tour operator company: https://www.dropbox.com/s/m9aekxtacf3obgb/ViatorFraud.mp4?dl=0 Please never use this company. Wish I saw reviews about them before. Complete scam.”

Helpful Report

Posted 2 years ago

Viator is rated 2.2 based on 1,102 reviews