Viator Reviews

Name: Viator
Address: 360 3rd St #400, San Francisco
Rating: 2.15

2.2 Rating 1,168 Reviews

28 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.2

Based on 1,168 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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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

“Was super excited about an upcoming boat tour but it was unclear how far the pick up was- it was over an hour to get there. Being on a cruise, we didn't have any room for error and had to cancel before the 24 hours ( and of course I booked it just over 24 hours). They charged a cancelation fee which is what we paid for- $300. Very expensive lesson learned.”

Helpful Report

Posted 7 months ago

“Was Charged double the price for the Narrated Boat Tour in Providence Rhode Island! Fellow traveler booked when we got to the location and was charged the normal fee tour(50%) less. This web site is a SCAM and severely overcharges for its service. AVOID doing business with this site and go directly to the company providing the tour!!!”

Helpful Report

Posted 7 months ago

“Luxury Boat to James Bond Islands with Lunch and Sunset Dinner Phuket, Thailand Horrible customer service Horrible customer service! I tried to cancel my reservation online 5 days before the excursion but the website didn't give me a confirmation or anything when I kept hitting cancel booking so I sent an email to ask them to confirm cancellation. No responses. Days later they email me to get more details for the excursion to which I responded that I canceled with proof and they email me from a new thread avoiding my email yet again. This happened 3 times. Now the day of event comes and they show up as if I haven't communicated enough that I canceled, no one would confirm with me so I had no way to know if it went through or not. They charged me and now they can send me an email about their 24 hr cancellation policy! Disgusting.”

Helpful Report

Posted 7 months ago

“They were professional, very friendly informative and took us above and beyond what was advertised”

Helpful Report

Posted 7 months ago

“If I could give what they deserve, they'd get ZERO stars. Our $1127 private day tour to the Great Wall that was booked well over a month before the scheduled date was cancelled just a couple of days before we were to leave on our trip. And what did Viator do to help us find another tour? Not a damned thing. About 6 months ago, our tour was cancelled as we were walking to the pick-up point the morning of the tour. What did Viator do then to help find a replacement tour? Not a damned thing. I should have learned from the first experience and not booked with them again, but I was assured that cancellations are RARE. Let's analyze the data: In the past 16 months- 4 tours booked, 2 of them cancelled. They can be happy with a 50% fulfillment rate, but I'm not. I won't be booking with them ever again.”

Helpful Report

Posted 7 months ago

“Dear Sir/Madam, I am writing to formally lodge a complaint regarding a recent tour I booked with your company on August 23 , 2024 Unfortunately, my experience was far from satisfactory due to unclear instructions and what I believe to be a misappropriation of my payment. Firstly, the instructions provided for the tour were vague and confusing. As a result, I was unable to follow the itinerary as intended, leading to significant inconvenience and disappointment during the tour. The lack of clear communication from your company not only affected the quality of the tour but also caused undue stress. More concerning is the issue regarding the payment. I was charged 170 euros yet the services I received did not align with what was promised in the booking details. I feel that this constitutes a breach of trust, as I did not receive the value for which I paid. To me, this seems like a clear case of mishandling or even theft of funds. I request a full refund of my 170 euros as compensation for the poor service and the mishandling of my payment. I also ask that you review your communication practices to prevent future customers from experiencing similar issues. Please respond to this complaint 15 days to resolve this matter. If I do not receive a satisfactory response, I will have no choice but to escalate this issue to the relevant consumer protection authorities and consider taking legal action. I hope we can resolve this matter amicably and promptly. Thank you for your attention to this issue. I look forward to your prompt response. Sincerely Feel free to customize this template further to suit your situation.”

Helpful Report

Posted 7 months ago

“They are a dreadful tour company. While in Rome on a Viator 3 hour tour of the Vatican and museums, the tour guide told two of us to follow the Swiss guard to the next stop of the tour. She did this in order to help us avoid the brutal sun. She spoke to the guard in Italian and he did not speak English and we did not speak Italian. The guard took us to a spot to wait. The guide never returned to get us. We waited at the spot for 45 minutes. We still were listening on the headsets for the tour and she was obviously very far from where we waited for her because her voice was never again on our headset. When the tour was over, she told our travel agent, who was also in the tour, that she needed to collect money for the headsets we still had in our possession…….no real concern for the two of us SHE LEFT BEHIND, but big concern for her headsets. She seemed to be knowledgeable about the facts, but not a lot of concern about who was following her or not…….just kept moving along. She was not keeping track of the people on the tour. It was very stressful to be left in a strange place when you paid to have a guided tour……..after a complaint was filed, the pat answer came from Viator…..”at this time we are not able to offer you a refund”. They are a terrible, uncaring tour company who is only worried about collecting their money and their headsets. Also,your customer service is useless and a waste of your time. Viator is obviously not going to stand for any quality in their product or guides.”

Helpful Report

Posted 7 months ago

“They don't provide all as they promised and tours are very expensive as compared to others, poorly organized. Please don't book and tours with th”

Helpful Report

Posted 8 months ago

“Viator is dangerous greedy and dishonest period their guide left me stranded in Brussels with no idea where I was in danger and the company would not give me a refund 5 hours later I made my way back to Amsterdam traumatized”

Helpful Report

Posted 8 months ago

“Stay away from this app as they will always site with vendors who lie and deceive !! They will NEVER issue a REFUND so you’re forced to file a dispute. How this pathetic company is still in business is beyond amazing since all they do is screw their customers but yet lose all the chargebacks since no services were ever provided !!”

Helpful Report

Posted 8 months ago

“A couple days ago, I had a tour to Olympic National Park. The tour had 15 people but Viator provided no tour guide.”

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Posted 8 months ago

“I booked a trip and less than 24 hours I needed to change the date and go 2 or 3 days earlier they refused to help in any way and just stole my money. AVOID THESE THIEVES at all costs.”

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Posted 8 months ago

“We were travelling to a country we had never been to before so we trusted Viator. We needed a transfer from out hotel to the port. Once we got there, we asked the hotel concierge how much would a taxi would cost for our trip? He said between $25-$30. Viator charged us $145 for a 4 minute car ride. I would NEVER book anything with them again. I have called and e-mailed them and gotten nowhere. What a ripoff!”

Helpful Report

Posted 8 months ago

“This company is terrible. Please don't buy tickets for those people they will the stole your money. If is any problem with the customer. They don't change the trip and they don't refund you money. It's awful. They are a thief!!!! No body would nothing from to try to help you no body care!!!”

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Posted 8 months ago

“Sold us a 4 to 5 hour boat excursion ended up being 13 hours not on a boat but mainly in a cab and on a tourist island.in.mexico. horrible experience. We sent them thier confirmation and they simply said there was some confusion. Do not get scammed.”

Helpful Report

Posted 8 months ago

“I never had a problem with Viatour… until I had a problem. Turns out, they have deplorable standards for their vendors to accurately advertise and supply the tour they describe. Customer service would corporate speak and double talk you with nonsense and irrelevant excuses if you ask for a even partial refund due to the provider not fulfilling it’s tour description. It’s a sham of customer service. Once they have your money, you’re at the mercy of their vendor and they really don’t care if the vendors are falsely advertising.”

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Posted 8 months ago

“DO NOT BOOK A TOUR - If I could give a negative star I would. I was on a Martha’s Vineyard tour today and had the worse experience. My son actually started looking to see if we could get an Uber. The tour guide talked about his private life the majority of the tour. I paid over $300 to hear about the Driver’s friend’s heart condition, his upcoming doctor appointment, how he traveled the world , how much he made when he sold his house, on and on for 3 hours. Very little about Martha’s Vineyard! We were also nervous with his driving ability and during one of his stories he mentioned he turned 75 in 2019. So he was pushing 80 years old. Irresponsible to let him conduct tours! Horrible horrible experience! And Viator wouldn’t even consider any kind of refund. Not sure I would book anything through Viator if they don’t stand behind the service they sell!”

Helpful Report

Posted 8 months ago

“Very difficult to get in contact with. And awful customer service. Required to cancel the trip as I endured a severe medical issue and they refused the provide a refund given the circumstances.”

Helpful Report

Posted 8 months ago

“Avoid at all costs. Booking came back with the wrong date, the same day as I booked, rather than the date I selected, customer service says nothing they can do as booking is within 24hrs and took my 90 euro nothing in return, no activity and no refund! AWFUL AVOID”

Helpful Report

Posted 8 months ago

“They cancelled my reserved booking 1 day before, saying that it was the touring company who cancelled it because there’s not enough number of people for that date and time. But then they offered me to rebook with the same touring company, and the same time and date, but with more expensive charge. Make that make sense. Scammers!!”

Helpful Report

Posted 8 months ago

Viator is rated 2.2 based on 1,168 reviews