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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“DO NOT BOOK TOURS WITH VIATOR! My husband and I showed up 20min early for our Grand Canyon tour (as well as another mother/daughter group that we met). Our bus was supposed to leave Treasure Island at 5:20. We spoke to other tour companies that were picking up their guests and they said ours hadn’t come by yet - we were early. We all waited until 6am. No bus ever showed up. Viator refused to offer a refund OR book us on another trip the following day. Hands out the most disappointing part of our trip.”

Helpful Report

Posted 4 months ago

“My memories of Snuba Adventure are short and not sweet. We booked the travel and then clicked on the google maps link to go to the location from Viators confirmation page and you can see the photo that Viator sent me to. The place was closed and in the middle of town. This adventure is a scam, alot of people were showing up and frustrated because they got scammed as well. Please find your activity and book it directly with the service provider, do not attempt to use Viator to book activities. Good thing I can dispute this with my credit card company but why bother. Viator sent me the following message: Hi Trinity, Thank you for your patience. We regret to hear about the circumstances surrounding your refund request. Viator strives to make every attempt to address our customers' concerns. Unfortunately, at this time we are unable to offer a refund. We apologize that you were not able to fulfill your travel plans, and hope that we may be of service to you in your future travels. Regards, Prince Carl Viator Customer Service These crooks at Viator are the ones that sent me to the wrong location and they are refusing to give a refund. I recommend finding the place you want to book and then book directly with the service provider because Viator is a scam.”

Helpful Report

Posted 4 months ago

“BEWARE OF USING VIATOR! We arrived 50 minutes early. But we missed this experience and lost over $300 because the meet up instructions provided by the operator were too vague. Calls to the operator could not be connected. Calls to Viator went to their auto-answer system. Both refused to refund our payments. Viator even disputed the chargeback on our credit card.”

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Posted 4 months ago

“NEVER NEVER Book with this company! They are a foreign site and do not provide any kind of customer service! False information on their website!!!!”

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Posted 4 months ago

“Don’t book through Viator, they charge substantially more than if you book directly with the tour operator.”

Helpful Report

Posted 4 months ago

“Booking a cruise experience with Viator in 1000 Islands, Canada turned into a nightmare for me and my six friends. Despite their offer to rebook with a promise of reimbursing the original payment of CAD 380, I've been left paying twice with no sign of the refund after a month. Each week, I spend 45 minutes on calls with customer support, only to be assured that someone will address the issue, yet there's been no progress. Viator's customer service has been abysmal, leaving me feeling scammed into rebooking and utterly disappointed in their lack of resolution!”

Helpful Report

Posted 4 months ago

“Horrible, they mislead you that the trip says it’s from Reykjavik when it’s actually an hour and a half out of town and no possible way to get there. When you call them to try and ask how or why it’s listed from Reykjavik they said it’s not their problem to get to the tour location. They never refunded the $509 dollars and were rude and not considerate of the tourist not knowing that “tours from Reykjavik were that far out of town. After all you call to speak with a representative and they’re in the Philippines, no help at all. And to think that TripAdvisor owns them is disgustingly deceitful!! Never use this tour operator!!”

Helpful Report

Posted 4 months ago

“Tried to write a review of a terrible experience (I almost drowned and they rejected it. I edited it to conform with their standards and when I tried to resubmit it, they said I've already reviewed this tour. No way to contact them, they list no contact info anywhere on the site. Also, the tour itself was extremely dangerous - people were crying and screaming - I guess that's why they don't want me to review it - wouldn't want to let the truth sneak out there.”

Helpful Report

Posted 4 months ago

“Things have worked well with Viator when there has been no problem. However, when things went bad and we wanted to count on Viator, that is when Viator did not provide any support. We bought a boat trip in the island of Capri (italy). The ferries to the island were all cancelled due to a water main break related emergency. The island shut down the arrival of all tourists. The news was on all major news sites. Therefore, we could not go to the island. Our hotel and other tour operators were gracious to provide full refunds as things were out of everyone's hands. However, the tour operator for the boat tour booked through capri did not provide us the refund. We reached out to Viator and they did not do anything to help in this case. They simply left it to the tour operator who was not considerate at all. We lost our money and viator made its share of income.”

Helpful Report

Posted 4 months ago

“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.”

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Posted 4 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 4 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!”

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Posted 4 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 4 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.”

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Posted 4 months ago

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

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Posted 4 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 4 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 4 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 4 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!”

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Posted 4 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!”

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Posted 4 months ago

Viator is rated 2.2 based on 1,102 reviews