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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“We booked a Viator small group tour to Chichen Itza, a cenote, lunch and a visit to Izmal. Our guide was Freddie Guias. The van was very comfortable. Carlos was a great driver. We left Merida very early and got to CI early, missing crowds. Freddie is an EXCELLENT guide. He is Mayan, knows very well history and culture and was able to clearly and thoughtfully explain it to us. We have had guides in many countries and Freddie is at the top of the list. The cenote was refreshing. Lunch at the hacienda there was very good. If you want a good cultural experience in the Yucatan, book Chichen Itza with Freddie through Viator. He can also do private archeological tours in the area.”

Helpful Report

Posted 5 months ago

“I booked an excursion from them in Mexico . The company that had to pick us up from the hotel didn’t showed on the day of the excursion . We requested them for a refund but they denied . I would definitely advise everybody to book any excursion or trip when you are at the hotel but not from them . Very unprofessional service .”

Helpful Report

Posted 5 months ago

“I was having a great time until I had two bad experiences. I went through the correct channels in contacting Viator and the customer service was terrible. They would not provide me proof of what they were trying to get out of...my refund! I have emailed them numerous times and now they are just ignoring me. i have since found out that most optional tours I paid big dollars for are FREE!.....as a previous review says...Viator are scammers. I really hope there are other tour providers the next time I book a holiday.”

Helpful Report

Posted 5 months ago

“They are just a place for scammers and maybe they are part of it, I had the worst experience with one of the companies, they offered us an excursion on Punta Cana, and they gave us totally diferent trip, they took us to doesn’t places, they just cut the trip time to the third they treated us as animals, we were almost 12 people in the trip who complained , and what Viator did? They sent us that they asked the compnay and they answered that the 12 passengers are lying and they did everything as in the itinerary, so Viator just closed the case based on their answer !!!! Don’t use this fake website”

Helpful Report

Posted 5 months ago

“BR-1085582109 Dear Viator, With reference to my conversation with Customer services representative "Anna" at 14.03 hrs on 1st June 2024 , having Just returned from my Honeymoon to from Wales to Turkey - Istanbul and Cappadocia. As a previous loyal customer of Viatour for my holiday excursions all over the world I am absolutely annoyed and frustrated with what one of your tour operators "Sun Smile Travel", did to us 11 hours prior to our , once in a lifetime balloon ride experience, having already arrived from Istanbul to our Hotel in Avanos/Cappadocia at 11.00 hours on 26th May 2024, to get an email CANCELLING our balloon flight, with no explanation or alternatives at all ?? As you can imagine and will see from the photo screenshots, our Honeymoon was a very special Holiday, which was booked and fully paid (non refundable) 6 months prior in November 2023 for May 2024 Honeymoon. We were already in our Avanos Hotel "Sofa Hotel", settling down and planning an early night on 26th May 2024 ready for a 4-5am pickup on 27th May 2024, when the email arrived. We were really annoyed and frustrated and what made it even worse was that we immediately tried to book a different tour for the next morning BUT as you can imagine, being a very, very popular tour, everything was either fully booked until June 2024 or an exorbitant prohibitive price (around 550.00 GBP if we could get one at all?) - considering we had booked 6 months in advance @ 248.23 GBP this was well over double price. Now considering that the whole point of booking and paying early was/is to lock in the best available price at the time of booking, plus paying "upfront" a non refundable full price, I would be very annoyed if the tour company had cancelled 3 weeks or so before, but 11 hours prior to balloon flight ? that is just "sharp practice" by the tour firm - ie - kept our money for 6 months and then when same tour was over double the price to cancel at last minute - IS UNFORGIVABLE and I hope that Viatour come down on this company (Sun Smile Travel) in the firmest possible way. After trying to book a replacement balloon flight for the next day (had to be that day as we had other viator excursions booked for 28th and 29th May 2024 and NO time left in Avanos before the flight back to Istanbul / London on 30th May 2024) the only alternative was to book through the hotel we were staying but still paying 480.00 GBP (almost double) I therefore, would like to make a claim for compensation from this company / via / viatour as the stress and shambles spoilt our Honeymoon really. Please find enclosed attachments Yours sincerely Mr Lewis ---------------------------------------------------------------------- Dear Viator, As it has now been 7 days since I was advised by your customer service team on the telephone to send all relivent details / proof / photo screenshots / etc to yourselves without ANY response at all ??? I think that it is disgusting and so unprofessional to not even receive an acknowledgement of my email complaint ? no reference number ? in fact nothing at all ? Surely as a valued customer (or I hope that's what I am?) this is not good enough, notwithstanding my two complaints against one of your companies you use. Please contact me on the above matter with urgency and explain what is being done about compensation going forward ? Regards”

Helpful Report

Posted 5 months ago

“Canceled my tour the day my family and I are flying to Italy… I reserved it months in advance as I knew its a popular tour. Now I have no way of reserving it as everything is sold out. Gave me a bs excuse of why they canceled. I later read all the reviews about Viator how they sell fake tours and then cancel last minute all the time. Will never use Viator again. Such a disappointment.”

Helpful Report

Posted 5 months ago

“DO NOT book with this company. Booked prior to visiting city and operator provided incorrect information at time of booking which resulted in me being unable to attend tour as planned on the day. When calling them they haven’t got a clue what they are doing and cost me £55 to speak to them with no solution. The tour guide called me and advised not the first time they have had this with Viator, I requested a refund and currently says rejected when Viator double booked the ticket!! Customer service worst I have experienced and would need use them again as no trust and see from previous reviews they are robbing people left right and centre.”

Helpful Report

Posted 5 months ago

“Many of the postings on Viator are a scam. Viator will then cancel bookings without notifying you. Was also severely disappointed in the Viator customer service reps; when I called to express the concerns about a fake listing and that the operator doesn’t give appropriate notice, they hung up on me twice and refused to take this listing off the website. I honestly don’t think I’ll use Viator again for booking experiences as they have no investment in the operator doing a good job and don’t have accountable customer service.”

Helpful Report

Posted 5 months ago

“I have been using Viator for over 15 years overseas with good to great results. My first time stateside was not so good. Booked a 4 day Giant Ring Trip out of LV, they put us on a Asian Only trip, most did not speak English, the ones that did ask us why we where on their tour. We felt isolated and at first not wanted. Tour guide tried to make the situation as good as possible, but why didbthis happen. I will not use Viator again”

Helpful Report

Posted 5 months ago

“My family and I traveled to Chicago, to celebrate several birthdays, and wanted to take a boat ride down magnificent mile. When we arrived 45min early we asked the attendant for directions to the accessible entry. (We had a baby stroller and two wheelchairs) The attendant told us what floor to go to on the elevator and that we would see the ramp. GREAT! We thought. The ramp took us to the other side of the building, outdoors and in the rain. When we returned to the attendant in the booth and asked her about her wrong directions she stated " I thought you said you wanted to go upstairs". Because of her misdirection we missed our boat ride. My mother and brother who has MS felt as if Because of them being in a wheelchair we missed the boat ride. No, we missed the boat ride and we're sent walking in the rain because of the attendant. Now the company is refusing to give me my refund. This is ridiculous!”

Helpful Report

Posted 5 months ago

“Book a tour "Playa Uvas, all-inclusive beach break" with Viator. In the description it stated the only extra charge was transportation to/from cruise ship. We arrived at Playa Uvas and went to get towels by the pool. The clerk informed us that each towel rental was $7 and a $7 deposit. $42 CASH for the 3 of us. I spoke with the front desk managger and she said towels are not included, even though it stated nowhere on the website or tour tickets that there was an extra charge. I emailed Viator and they refused to refund my $21 spent. To date they still do not list towels as an extra fee. I do not like surprises or deception. Unfortuanty, Viator provided both for free. I will not be booking with Viator again. BEWARE of the unwritten!”

Helpful Report

Posted 5 months ago

“If I could give no stars I would! Me and my husband decided to book a dual tour in Cabo San Lucas and he was seriously injured and had to be rushed by ambulance to the hospital . We could not finish the tour shortly after we started. The place we had our tour with put in a refund request on our behalf without us asking. Viator sent an email denying their request. This company shows no compassion or empathy for others and I strongly suggest that you book directly with the company instead of trip advisor (viator)!”

Helpful Report

Posted 5 months ago

“Horrible customer service. Ticket link sent in app would not open tickets purchased. Called the number on voucher. Voice recording stated the company ceased operations on May 13th, 2024 and would no longer honor reservations. We purchased tickets for 2 adults and 1 child for over $200. Called Viator customer service. They were of no help. They contract with these vendors but do not stand by when vendors cease operations. Going with another vendor next time!! Or better yet, buy directly from Kennedy Space Center!”

Helpful Report

Posted 5 months ago

“Viator cancelled my booking last min due to a glitch on their website. I ended up losing 360SGD (250USD) due to the currency conversion during refund and they refused to compensate me for their error.”

Helpful Report

Posted 5 months ago

“Purchased a ticket to climb to top of Eiffel tower ticket never received when I finally got onto the 3rd person for help they sent a link after our departure time this meant we couldn't do the tour Have tried several ti.es for a refund no success or no response at all Avoid at all costs”

Helpful Report

Posted 5 months ago

“I booked a Rome tour through Viator for my family of four. It was quite expensive. I went to the Viator web page and found a tour on June 17th. When I went to purchase it, the web page said that particular tour was sold out on that day, but "here are some similar tours that are available on that day". So I clicked on one and purchased it. Somewhere along the line, Viator's web page changed the date to June 4th. As soon as I received my confirmation email I contacted Viator and explained their mixup. I requested they revise the date to June 17th as I had entered into their system. This was literally within a few minutes of placing my order. I was told that all sales are final, no changes, no refunds. I proceeded to spend the next six hours of my European vacation with numerous Viator support people and supervisors trying to rectify their mistake, to no avail. Viator tried to wash their hands of this saying that it was not their responsibility and that it was in the hands of their third-party tour operator. This is not true, because I purchased the ticket from Viator's web page. They sold me this product. This has left me with such a feeling of being robbed. I'm out over $600 and received absolutely nothing in return. It is worth noting that I never entered the Date June 4th. The only date I entered into Viator's web page was June 17th. I was scammed! The simple correction I require is for Viator to honour my request to change the date of the tour to June 17th - as I had entered to start the process. Date of experience: June 04, 2024”

Helpful Report

Posted 5 months ago

“I booked a tour to Rainbow Mountain months ago. Money was withdrawn from my account. I wanted to make sure with the travel company the day before my trip. I contacted Viator app. The tour operator did not respond to anything, I also called, there was no answer and the line was not working, it went straight to message. I contacted Viator and explained the situation, it does nothing but sends emails. On my trip the next day, it just sends emails to the company. I woke up early at 4.30 in the morning, I waited in front of my hotel in the freezing cold but no one came. My hotel booked another trip and I only went to Rainbow Mountain the next day. I went to the company address on my travel day with Viator, but there is no such company at that address. I asked everyone there, no one knows the company. Viator works with this fake company and group that makes its customers miserable. I had to wait 72 hours for my money to be refunded. This is such a shame.”

Helpful Report

Posted 5 months ago

“Terrible company. Booked a tour bc it said cancellable ON THEIR BOOKING PAGE! Confirmation comes and says no changes or cancellations. WHAT?! After lots of wasted time on phone and by email, they wouldn’t refund the tour even though I had a screenshot (attached here) showing that it said refundable! Only was able to obtain refund bc the actual tour operator cancelled for me. WILL NEVER USE VIATOR AGAIN and I advise you not to either. Book directly with the operators.”

Helpful Report

Posted 5 months ago

“The tour company in Italy had to delay their tour so my husband and I could not longer join as we had previous plans based on the agreed upon time. Viator told me that the tour was non-refundable. Period. I had to say I wanted to book another tour in order to get someone on the phone. The email links took me to a website that tried to charge my CC for 66.00, I will never deal with this company again!”

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Posted 5 months ago

“Had booked a tour to Auschwitz in Poland. It was the whole reason a trip to Poland was planned. It was paid for and confirmed. 16 hours prior to the tour the company cancelled! There was no time to book elsewhere as we were leaving for home. Wasted THOUSANDS of dollars on this trip with main purpose to see Auschwitz. Leaving without seeing it. Awful awful awful. Never again with this company.”

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Posted 5 months ago

Viator is rated 2.2 based on 1,102 reviews