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 private tour through Kyoto and Nara with Viator, and Viator gave us a lousy tour guide. The tour guide we had did NOT talk or present any information about the sites we were seeing along the tour, and instead hurried and rushed us which did not give us enough time to explore or take photos of the sites. This unprofessional tour guide also at one point had walked so far ahead without giving us a chance to catch up to him, and instead only to look back at us for a few seconds and keep walking further. The only time this unprofessional tour guide talked was to narcissistically share his personal life, and also his inappropriate judgmental opinions on Japanese and Chinese people which we did NOT need to hear. Aiko Unemoto was the agent who booked us this unprofessional incompetent tour guide. Beware when you see that agent in your reservation and consider CANCELING your tour, and just handle the sight-seeing yourself or with another friend who knows the area of you can.”

Helpful Report

Posted 9 months ago

“If I could give zero stars I would. There was a booking error and it was for the wrong date. This would have been fine if they had done the confirmation 24 hours before as it says in the description of the booking. Instead there was no notice the day before or even the day of when they supposedly waited two hours for us. They completed the event and said nothing to us. No message on viator or WhatsApp. The only reason I was aware of this entire situation was because I received a text sitting on the tarmac waiting for take off to Cancun asking me to review the service. I scrambled to figure out something before we took off. I messaged the number provided on WhatsApp. They said there was no availability so I quickly booked something else. We got there and had internet again and they messaged asking what our arrival info was. Since we planned on using someone else I said it was not needed at this time. They said we could request a cancellation and get a refund for the remainder of the trip. Once the other shuttle fell through I messaged asking if we could get a ride since they had previously asked for the arrival information. They did not respond at all. I tried to cancel and get a refund but they had completed it so that was not an option. We decided to cut our losses and just take the trip back after the end of the vacation. They sent us a confirmation email 2 days in advance and changed our pick up time to an hour earlier than planned. We asked if there was any way to push it back since that not what we had asked for. They said no as it was - shared ride. At this point, I requested a refund with more than 24 hours in advance of the return trip and they denied it. The reasoning was it was booked round trip so there are no refunds for one way or the other. Even though they had originally said to do that. Customer service for viator was no help. They were rude and hung up on me when they said they would put me on a brief hold. I decided to use the WhatsApp feature to message about it. They told me to “chill out” on WhatsApp when I was providing screen shots for reference. The second person I talked to, Mia, had horrible customer service and refused to let me talk to the supervisor. I had to keep requesting to talk to someone else. She blamed me for the incidence as she said they did not have to provide 24 hour prior confirmation even though it is in the description of the booking. Do not waste your time. Do not bother with this. There are many other options to choose from. Super shuttle on get your guide was amazing. They had no availability because it was such short notice but they gave us a refund, without us asking for it, even though it said it was a non refundable ticket. I will never use viator again.”

Helpful Report

Posted 10 months ago

“Company does not honor it's cancellation policy. Horrible customer service. Overpriced and unprofessional. Avoid!!!”

Helpful Report

Posted 10 months ago

“We were traveling to New Zealand on a cruise ship and booked tours at several ports of call via Viator. We did this months in advance. The first tour was supposed to be in Dunedin. Two days before the tour date we got an email canceling because a tour operator had gotten covid. We realize that things happen beyond people’s control. Zero effort was made on the part of Viator to attempt to get us on a different tour of any kind. The only email we got was telling us a refund would be coming. This is my opinion is not the sign of a good company”

Helpful Report

Posted 10 months ago

“We´re a tour service provider. This company has a lot of problems even with tour service providers. On every listing site, my company has 95% 5-star ratings. On this site, less than 50% due mostly to Viator's bad policies. A few examples: 1. I permanently lost access to an email account I'd had for several years after following the instructions of 1 of their help line agents. This same agent made several other errors that cost us bookings and income. All complaints filed against the Agent were completely ignored. 2. They allow customers to lie in reviews. I literally have several official responses from their review team stating it's okay if customers lie in every other part, if even 1 part of the review has valid information. 3. Following several customer complaints to our company, We were given permission by 5 separate help line agents to do an experiment. All conversations were in writing. Every part of what we were doing was fully explained and we were told we could proceed, it was fine. Agents even sent us special links and provided special instructions to make the experiment go faster and more efficiently and effectively. Even though we were given clear written permission, their content integrity/reviews team later lowered our tour listing and threatened us with criminal charges for doing what their staff gave us permission to do and instructions for doing. 4. Many of their supplier help line agents are poorly trained and often misstate Viator policy(-ies). At least 50% of the conversations we've had were requesting another Agent to correct the errors of a previous Agent. This was not a matter of being too demanding, or errors on our part. We have several written statements from more competent Agents that action(s) taken by previous Agents were against Viator policy and should not have happened. Once again, all complaints we made against any agent were completely ignored. Worst tour listing company we've ever done business with.”

Helpful Report

Posted 10 months ago

“We booked a tour of the Vatican Museum and St Peter's through Viator, it was very costly and marketed as a semi-private tour. We found it confusing to find the meet up point and as a result the group left without us, even though we were in the mmediate vicinity at the tour start time and being 4 of us we would have made up at least half the group! Request for refund or any other form of compensation was flatly refused, but from the string of bad reviews I've seen, I'm no longer surprised. Agree with others who recommend just booking directly with a reputable tour company.”

Helpful Report

Posted 10 months ago

“Terrible rip off company. They do not run any tours, they are just a booking app (a very bad booking app). Go directly to the tour operators for a much better service.”

Helpful Report

Posted 10 months ago

“VIATOR is an absolute rip off company!! Do not give them a cent!! They lie and do not have the deals they sell you!! Your better off doing it in your own!”

Helpful Report

Posted 10 months ago

“EDINBURGH CASTLE TOUR GUIDE Nick Brown WAS A NO SHOW We arrived 15min early at the meeting location per your email. Nick Brown could not be located and DID NOT ANSWER HIS PHONE. EVER! CALLS TO NICK were made and voice messages left @ 9:47 am, 9:51am, 10:24am, 10:30am, 10:45am, 11:10am CALLS TO VIATOR were made @ 09:54am and 09:57am. The 09:57 call was a 25 min call with Veronica who could not get a response from the tour guide service. PLEASE PROVE A FULL REFUND DUE TO THERE WAS ZERO SERVICES PROVIDED.”

Helpful Report

Posted 10 months ago

“tour description is fake: claims pickup - no pickup. claims 3 villages - 1 village. guest is supposed to pay for tour guides expenses like food and admission. viator doesnt care to react and keeps claiming I went on the wrong tour or keeps citing the description. they do not care. on other tours tour operators dont respond for weeks regarding pickup. horrible company. offers horrible tours and horrible support. DONT USE VIATOR”

Helpful Report

Posted 11 months ago

“I was left at Rome train station at 6.30am waiting for a tour guide to show up but never did. I am 70 years old being left in a foreign country and not being able to speak the language was scary. It was only after calls to my travel agent in Australia that found out that the tour was cancelled, I tried calling the 2 numbers on my voucher but they were not available. Viator had my email and phone number but didn’t bother to let me know. Not only am I $850 for the tour, I’m down for taxis, calls to Australia and breakfast ( too early at my hotel) they are an absolute disgrace. When I contacted them, I got offered a 10% discount if I booked another tour with them. Don’t ever use this company”

Helpful Report

Posted 11 months ago

“DO NOT USE THIS SERVICE!! Viator gave me the wrong time for my tour. I missed the bus and they refused to refund the $200 it cost me. USE ANYONE ELSE!”

Viator 1 star review on 8th December 2023

Helpful Report

Posted 11 months ago

“We are in Krakow, and we had a driver called Jakob. He look us to Zakopane, yesterday. We thought Jakob was a fantastic guide and a very safe driver in the snow. He knew so much information on every aspect of the tour and more. He was very courteous and thoughtful. We would recommend him as a guide. Thank you Jakob. He was courteous and thoughtful. We would recommend him as a guide. Thank you Jacob”

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Posted 11 months ago

“HORRIBLE NEVER EVER AGAIN HORRIBLE”

Helpful Report

Posted 1 year ago

“Past 10 days and no refund! And bogus emails even when the place I booked through emailed them twice to refund me!”

Helpful Report

Posted 1 year ago

“we booked a last minute (day before) tour from Puntarenas, Chile bc we got snow-locked out of Torres del Paine. Viator took our money and the tour operator texted/cancelled that same day, saying they didn't have the equipment/couldn't do the tour because of the weather. Viator stood behind their "no cancellation" policy and would not return the $391 USD -- even after American Express tried to recoup the sum for us. We have copies of the text string from the tour operator wanting us to get a refund because it was their cancellation. Boo!”

Helpful Report

Posted 1 year ago

“I booked a sea-walk tour in Bali, Indonesia. When my wife and I went there we were told that we could not take the tour because we were too old ! No where did Viator mention any age limit on their web-site. The tour operator kept us waiting for an hour before he delivered the news. We were out $226.00. Viator refused to give us a refund. Please be warned about booking any tours with Viator. They are not honest in their advertising. I will never deal with Viator ever again and neither should you !”

Helpful Report

Posted 1 year ago

“Beware of booking with aviator. I have been receiving incessant and unwanted emails without the ability to unsubscribe.”

Helpful Report

Posted 1 year ago

“Better to book through a company's own website rather than book through Viator. Contacted the phone number on the listing with questions, the Viator rep cannot answer any specific questions about an excursion. Ended up calling the boat company directly and was given all the information I needed. The Viator rep kept telling me to call her back and book through them, but why would I do that? I just booked with the company directly. They are more vested in satisfying the customer.”

Helpful Report

Posted 1 year ago

“Last minute cancellation. Booked our whole trip to Granada to visit Alhambra Palace and you cancelled our tour a few hours before. Absolutely no way of rebooking with any agent as all sold out. Will NEVER EVER USE VIATOR AGAIN and will let everyone know and publish on social media the complete farce of the company.”

Helpful Report

Posted 1 year ago

Viator is rated 2.2 based on 1,102 reviews