Viator Reviews

Name: Viator
Address: 360 3rd St #400, San Francisco
Rating: 2.14

2.1 Rating 1,172 Reviews

28 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.1

Based on 1,172 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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Mari

Viator 1 star review on 25th January 2025

Colby

Viator 1 star review on 11th January 2025

Douglas Belaire

Viator 1 star review on 5th January 2025

Haydn Thomas

112

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Absolutely terrible! Thought I was booking a 3-4 hour excursion while at port, went ahead and booked only to then after booking get details that its actually 7 hours. I'm now out $300 and viator won't refund even though this is their app mistake!”

Helpful Report

Posted 2 years ago

“There is no support in the entire company. They listen but do nothing. I've called them twice due to a refund and they did nothing.”

Helpful Report

Posted 2 years ago

“The problem with Viator is communication. They have their booking system and the vendors has theirs'. Two systems are not always in sync. I was trying to book the Night Manta Ray Adventure on the Big Island, Hawaii through Viator.com but there were no options to book one snorkel and one ride along. So I called Viator customer service asked Judith to book them for me. I got the confirmation email of two bookings in one reservation, I thought this was all done. A day later I received a cancelation email with no explanation but canceled the ride along reservation. I called customer service again, Mark Jonathan told me there's no way to book this two bookings in one reservation, it had to be two separate reservations. So I asked him to go ahead cancel the snorkel reservation as well, he did and I received the cancelation confirmation email. I spent so much time with them decided to go with another company. Two days before the original reservation date I got the a reminder email from Viator.com to pay my tickets. But they were canceled! I had to research to find the actual tour company's phone number. I called, the guy over there in Hawaii, he told me in his system the reservation has been canceled and he had no idea why Viator sent me and reminder to pay tickets. I called Viator again to make sure we are not being charged. Viator is a middle man, this whole process wasted so much my time and worried being wrongfully charged. I will never book a tour with them again!”

Helpful Report

Posted 2 years ago

“My wife and I had booked the Glasgow Street Art Walking Tour on May 22 when our cruise ship was docked in Greenock. When we exited the ship to seek bus and train transportation to Glasgow (approximately 25 miles), we learned that transportation services were being disrupted due to strike action. With the afternoon tour, we felt uncomfortable that we could count on getting back to the cruise on time so I sent an email to the tour operator to explain the problem. I was aware of the 24 hour requirement for notice of cancellation but I was hoping that some consideration would be given to our request for a refund under these circumstances. We have dealt with Viator on other tours including on this cruise. Unfortunately, their response was basically "rules are rules" so we are now ex-Viator customers. The tour looked interesting but not impressed with their response either.”

Helpful Report

Posted 2 years ago

“Had a medical emergency that required us to cancel with 22 hours notice instead of the 24 hours. Zero refund. “The decision is final.” Hopefully while you travel mid pandemic, you don’t discover any medical scares, because this company will not protect you.”

Helpful Report

Posted 2 years ago

“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

“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 3 years ago

“Shocking company, utterly useless”

Helpful Report

Posted 3 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 3 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 3 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 3 years ago

Viator is rated 2.1 based on 1,172 reviews