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

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“Viator is selling other tour company services for more $$$ Viator has terrible customer service. Simply trash. They are just a third party company. They do not actually do the tours. They just markup and sell other actual tour companies services. Just book directly with Crown Tours in Rome. That is who you will receive the tour from, it will be cheaper than this horrible company, and their customer service is great. I asked Viator to change my tour date immediately at the time I booked it online. I entered the wrong date when I booked it. Same tour, same time, same price, the actual tour company said no problem, they have openings for the date we wanted. Viator said no and do not care about servicing clients. They said “your mistake, your problem”. So the other tours we were reserving, we reserved directly with Crown Tours. And Crown changed our date without Viator knowing.”

Helpful Report

Posted 6 months ago

“In bold print they advertise Free Cancellation Ultimate Flexibility. We had to cancel our trip 10 days in advance due to family emergency. Absolutely no refund on our $500 deposit! They even threatened to sue us!”

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Posted 6 months ago

“Why did my Denali ATV 2.5 hr adventure get canceled? This app is horrible! I canceled the rafting experience due to weather but why did the ATV ride get canceled? At this point, I don't care if I was going to the moon and you were the only company offering excursions. I would neither book through you nor would I recommend to anyone else to!”

Helpful Report

Posted 6 months ago

“These people do not run business legitimately. We was only 10 minutes late for our cruise due to trying to find parking. By the time we got to the dock the cruise ship had left. I tried calling to reason with Viator to see if I could reschedule or get points and they refused. They screwed us out of 300 plus dollars. I would not recommend this company to anyone. I hope that they soon lose their business. Please don't fall victim.”

Helpful Report

Posted 6 months ago

“I am so upset that the company I have spent A LOT of money with has ripped me off $130 for not refunding a tour that THEY sent me the link for and it was the wrong link. I called to get their help when booking and they made the mistake. As soon as I booked it I knew it was wrong so I contacted them again to help me and they assured me to rebook the new link one that they were going to send me and then they would refund the first incorrect one. So, in short, I paid twice for my family of 3 to do the tour and they never made the refund. When I called them about it again they rejected the refund. I called again about the rejected refund and they said they would get back to me but never did! They say they record the conversations and it is clear they are in the wrong.”

Helpful Report

Posted 6 months ago

“Worst excursion ever in Cozumel. Nothing like described Disappointed grand children”

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Posted 6 months ago

“Had to cancel cooking class the night before because Captain of NCL cruise informed us we could not dock in Messina. Cancelled immediately on app but did not receive refund because it was not a full 24 hours prior to cooking class in Messina. Although they were paid in full 4 months ahead of time-therefore using my money during that time-they would not give me anything as a refund. Beware!”

Helpful Report

Posted 6 months ago

“Beware of booking a tour with Viator. I missed a flight due to delays and then missed my tour. They will not issue a refund.”

Helpful Report

Posted 6 months ago

“I booked a taxi transfer to the airport with Viator with a local taxi company to Catania airport in Sicily and wanted to cancel it. I went on to the app over 30 hours before the scheduled pick up to find that I was going to be charged a 100 % cancellation fee. I contacted Viator directly by whats app and then by phone call and was informed that it could not be cancelled despite the website indicating 100% cancellation refund. I was told( gaslighted) by two separate agents who were located in another country that I was cancelling within the 24 hour period. This was clearly false and I was well outside of 24 hour window period for cancellation. I have phone call times and screen shots of conversations of calls placed early in the morning, clearly well before the 24 hour window This was a very frustrating experience as the agents were very unhelpful just repeating their mantra that I was within the 24 hour period. It seems that they were unable to even look and see what time it was in the Country I was calling from. They refused to acknowledge on the recorded line that they were violating the terms of our contract and told me to call the taxi company directly to work it out. I spent hours and hours of the last two days of my vacation trying to work it out but eventually gave up. I had no choice but to keep the booking. The taxi turned up the next night a full one and a half hours early ! I just received a message from them a full week after the vacation stating that I cannot get a refund because i tried to cancel within the 24 hours. What a sham of a company. They want to take you money but don't want to help you. I will never use or endorse this company ever again”

Helpful Report

Posted 6 months ago

“DO NOT TRUST these people believing you can cancel and get your money back! After a fall injury that left us unable to go on their tour we tried to cancel within the recommended time period for cancellation…. not only do they make contacting them impossible, they give you a phony email address to reply to! I emailed them and got no response! So then I called them and got nowhere! Their customer service is a big fat zero! PICK SOMEONE ELSE!”

Helpful Report

Posted 6 months ago

“DON’T BOOK THE SORRENTO SEA TOURS AMALFI COAST TOUR!!! They did not deliver the boat that we booked and they left late. We were told the boat we booked broke down so they had to send another, much smaller boat instead. We asked for a discount and the girl told us she would message us to advise how much they would refund, but we still haven’t received the partial refund they promised… they even changed phone numbers! We contacted Viator for assistance and they said they couldn’t help us!!!! Tessa and our captain Mario were fantastic, but they couldn’t make up for the fact that the boat we booked simply didn’t arrive! Suggest you book with another company if you want what you pay for and don’t use this site if you want assistance when things go wrong!”

Helpful Report

Posted 6 months ago

“Terrible company to do business with. Stay away”

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Posted 6 months ago

“5 July 2024, Thanks for the tour guide DAVID today, we are so happy, he share us many History & information during our trip, puffing billy railway, marukoala park, Philip island. He also helping us take photos 7 of us, guiding us the best location to see small penguin. Thanks.”

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Posted 6 months ago

“We booked a day tour Mykonos and paid in full, we had been waiting for 2 hours Viator had not turned up. Also not refund money to us. I will not booking any with Viator again. It’s very bad business.”

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Posted 6 months ago

“To say we were disappointed is an understatement. We spent 45mins on what we were told was an 11 min metro ride to the Vatican and we were 4 mins, yes 4 mins late to be told our tour could not proceed. We paid over $1400 and travelled from the US. This service is entrapment in its highest form. Not even a 5 min grace time is ridiculous. 12 very disappointed visitors. We will not use this service EVER AGAIN.”

Helpful Report

Posted 6 months ago

“This company is dishonest and unprofessional. They didn’t pick my family up from the airport and still want to charge us, gave flight number and everything, they still didn’t provide service. Do NOT do business with them”

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Posted 6 months ago

“We had D drive us from Vienna to Budapest where we met up with Raymond, our tour guide for the day at the Pest side. Raymond had an excellent knowledge of the history of the different tourist sites , buildings, monuments and interesting locations. We had stops at his favorite Cafe and recommended an excellent place for lunch. After more than 2 jours with Raymond, D our driver brought us across the Danube to the Buda side with its medieval castle and regal hills. This was a very good way to spend the day on a side trip if you visit Vienna! 5 star for both of them.”

Helpful Report

Posted 6 months ago

“My partner treated me to a weekend in Rome for my 60th. He bought a ‘skip the line’ pass for the colosseum and Roman forum through visitor for ‘what’s in Italy’ tours. When we turned up the tour operator told us that they we should follow the guide and off we went. He took us to a massive queue which we were confused with but thought maybe it was just part of the process. We then started noticing other groups walk straight in. When we asked our guide why we were standing in line he seemed confused we had ‘skip the line’ passes and advised us that he’d already told them to stop advertising as a ‘skip the line’ ticket, that the tour operator had been too late to get those. He got the tour operator back who was incredibly rude, dismissive of us all (there were more people duped by him than just us). We asked for a refund (we had been standing in the queue for an hour by this time), he confirmed he would do this. All in all we waited for 2 hours in the queue, didn’t see the Roman forum because we ran out of time (our slot for entry through viator was 3pm which would have been fine had we been going straight in). This was raised with viator and they have refused to refund us stating it was a ‘non-refundable’ ticket. I know enough about a contract to know that you pay for a service so you should receive that service. My partner requested a refund through his credit card which they were happy to do but now visitor are contesting that! Utter shambles, terrible customer service, will never use visitor again. In fact my daughter has just been away for a month adventure and we used ‘get your guide’ for 7 tour trips for her without one issue! One scuba diving experience had to be cancelled and she got a refund without any issues. I’d recommend them instead!”

Helpful Report

Posted 6 months ago

“We booked a tour of the Roman Colosseum, Forum and Palatine Hill through Viator. We showed up for the tour and were told it was cancelled because the tour guide didn’t show up. We were given two tickets worth 18 euros each. We paid nearly $220 for this tour. We did receive a $98 refund, which seems inadequate. The tour company refused to give us an additional refund, partly because of Viator’s commission. When I contacted Viator they continually send me to the tour operator, even though I paid them. When I asked them about keeping the full commission, they will not respond. So we ended up paying 3 times the amount we would have paid if we would have booked it directly with the colosseum. Very disappointed.”

Helpful Report

Posted 6 months ago

“Was told to meet at a hotel, would not pick us up from our hotel. Took a cab to other hotel, was told from hotel we are going to be picked up in front of hotel gate, not allowed to enter since we are not guest here. Tour bus was waived down entering and existing, did not stop and left us. Now they don't even want to give us a refund”

Helpful Report

Posted 6 months ago

Viator is rated 2.2 based on 1,134 reviews