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

Write Your review

Tell us how Viator made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

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

“I toured Sagrada Familia in Barcelona via if Viator. The tour provider, Amigo Tours was poorly organized, difficult to understand and follow through the crowd. The tour was conducted in English and Spanish by a Russian tour guide. She appeared a bit sloppy and raised a tacky umbrella for us to follow her. When she spoke in English she appeared knowledgeable but lost some of the group as she moved through the crowd. I heard some of what she said but had to focus to understand. There was no enthusiasm and I felt the 109.00 euros was far too much for what was delivered. I will not likely book through Viator again because it is apparent that vetting providers is a bit inadequate.”

Helpful Report

Posted 5 months ago

“I am extremely disappointed with the private tour to Hierve el agua we booked. We paid a hefty sum of $528, expecting a comprehensive experience. However, what we received was nothing more than a 1.5-hour taxi ride and entrance tickets worth $2.70. There was no tour guide, and certainly no food included. We feel completely scammed and misled. Furthermore, we realized right after booking that this price was exorbitant for a tour to Hierve el Agua. We tried to contact the company immediately, but they were unreachable. This was a major letdown and a waste of money. I would strongly advise against booking this tour, as it was a complete rip-off.”

Helpful Report

Posted 5 months ago

“Lowest price garantee scam. They will never refund you on any price that you found lower, they always have excuse. I found way better price on an official site of an activity because they have promo all summer but thats not any good for Viator. They said that their price match the standard price !!!! What !!! I found also a better price for a museum on another site and they also said that their price match standard price !!! Thats really a scam just to not apply their garantee. Beware ans search elsewhere before buying there ALWAYS better price elsewhere.”

Helpful Report

Posted 5 months ago

“Booked an ATV excursion in Cabo listed as opt for solo drive or ride with someone. When we got there they said we booked for a double with a switch wanted more $$ which is not what explanation was of excursion. Reached out to get a credit or a refund but Cabo adventures said I booked a switch no where on the explanation does it say $75.00 is a switch. When I looked back at booking again it’s a function of your site when you choose two people it takes you to double with no option to choose a single unless you choose 1 traveler. I would like a refund given this was my son’s birthday and he really wanted to ride solo. The people providing the atv rides were great it’s just the confusion on what was booked on the site and what we expected solo rides. I suggest looking at the booking feature when choosing 2 and allow for either single or double that was not evident when booking and gave me no other option when booking”

Helpful Report

Posted 5 months ago

“Took 2 hour sailing trip pier 66 seattle. Beautiful day to sail fun watching crew and passengers help raise the sails, however was very disappointed there was no description of the sites and the area and history given like the other harbor tours. This was sell booze tour nothing else. They also sold alcohol within a few minutes of docking. The more people drank the louder it became. Then we were asked to leave a tip! What for I might ask? Watching deck hands serve alcohol all tour?. Although I enjoyed the sail I would not recommend this tour to anyone unless they wanted to get waisted during a short time. Highly uneducational!”

Helpful Report

Posted 5 months ago

“READ ALL INFORMATION BEFORE BOOKING! Scammer alert! The advertised price was 5 times lower than what I was charged. Noticed that the tours that do this also impose a “no cancellation” policy as an attempt to keep the money scammed from customers. The ones that have a 24 hour cancellation policy advertise and charge a consistent price. DO NOT RECOMMEND. This company has a habit of doing bad, shady business”

Helpful Report

Posted 5 months ago

“Beware of this site … I made the mistake of bookibg an excursion with Viator! Always book through your cruise line. We could not sell yesterday late afternoon, which caused a delay for us to arrive in Ketchitan today. Tried to get my money back from Viator or Clan House Tours. They will not do it, said I was three hours late and canceling. I had no idea the ship wasn’t going to start because of mechanical problems! These two companies don’t care it’s your loss not theirs. They will not do it, said I was three hours late and canceling. I had no idea the ship wasn’t going to start because of mechanical problems! These two companies don’t care it’s your loss not theirs. Viater has the most terrible customer service and they will not do the right thing and reimburse you in such a situation. Stay away from them.”

Helpful Report

Posted 5 months ago

“I got their email for discount code which didn't work. I contacted their customer service via chat. They said that they can make the booking for me and apply the discount. Once I provided all the details, they said that there was a system issue. I will get a partial refund when I completed the tour. It is all BS.”

Helpful Report

Posted 5 months ago

“Hi, my name is Michelina Duke on Saturday the 20th. We had a cooking class to make gelato and pizza. It was fun. The class was wonderful. The instructors were wonderful. The cooks were wonderful. Everything is going according to plan well when we went to get our purses we were talking And when I went to go get my purse, my wallet was gone. I had €750 and I had over $1000 in American money three credit cards and a bank debit card. I don’t feel that the instructor did when I told her about my wallet being gone, I felt that she should’ve kept us all there until someone came up with my wallet. I am here until 8 August with no money to get money no identification and I don’t have a clue in the world what I’m gonna do I’m staying with my nephew right now cause I can’t go anywhere cause I have no money. I know there’s always bad crowds, but you gotta realize that’s all the money I had and I can’t get anymore anywhere until I get home to the states , so if you could please help me out I would appreciate it very much tour excursion was a wonderful experience. Thank you very much. Michelina Duke”

Helpful Report

Posted 5 months ago

“We had out travel agent book us to be picked up at Rome airport. When we arrived we found our driver but when he saw we each had three pieces of checked luggage plus three carry on pieces for a total of six for three passengers he informed us his cab would not fit us and he could not get another car . The driver said don’t worry the company will give you a refund . So we were stranded at the airport and had to find our own cab . Now viatir will only credit us back $32 for a $129 charge !!! Why since they didn’t perform their service !!! Don’t use viator or American Express as Amex believes viator lie instead of a 30 year customer”

Helpful Report

Posted 5 months ago

“I booked a tour for the Eiffel tower for Sunday 7/21/2024. They asked to meet them to redeem my voucher at Paris Lounge. I was not able to get to the meeting location because the roads were blocked by the police because of the Olympics. They will only let you through by showing them your QR code of cause I did not have that. I called the phone number Viator provided on the voucher and the answering service said a lot of people are having the same issue. Therefore I was not able to get to the location even though I was in the area around 3pm and the meeting time was 4pm. I asked for my refund they said no because I did not show up. They took my money $306.78 and did not provide the service they were supposed to. This is a scam. Please be careful.”

Helpful Report

Posted 5 months ago

“I’ve gone on many tours with Viator That went well, and I was very satisfied. It wasn’t until I had a bad experience, though, that I learned that Viator would not help me nor effectively communicate with me to make sure they understood the problem and then get back with me to let me know whether or not they were able to find a resolution. I went on a snorkel tour with Viking adventures in Iceland with my wife where my wife was treated in an inappropriate manner and when I tried to contact Viator the best I could do was send them emails as well as call their 800 number which took me to Manila Philippines, and I was told that they would get back with me and they never did despite several communication attempts on my part. What I learned, is that our company that wants to make money of course and they will often direct you to a good vendor for some excursion, but I also learned that when something goes wrong, they’re not there for me. Although I’ve spent over $10,000 in the last 15 years or so using them now I’m looking for alternatives.”

Helpful Report

Posted 5 months ago

“This company is unethical do not book with them. I got the complete run around when I asked to credit my fee to a future date rather than the date I inadvertently booked (default to yesterday’s date). I tried to resolve this via What’s App and continued to get nonsensical AI-generated responses. I then finally got another email saying Viator would not honor my request to simply move my reservation to August 2 when we will actually be in London. Pathetic. I will never go through this company again to book any tour in ANY city!”

Helpful Report

Posted 5 months ago

“Completely unreasonable to work with…can’t (won’t) reschedule. Even if you book and then immediately call, like I did because I chose the wrong date, they don’t care. Use another booking company.”

Helpful Report

Posted 5 months ago

“on July 7th, I was traveling by ship from Dubrovnik and fell ill before an excursion in Corfu on July 8th with Halara Travel Corfu. I waited to see if I would feel better in time - but had to cancel just outside the 24 hour window. I took screen shots as proof even though Viator was telling me there would be no refund. I had several chats throughout the day with Viator staff and the tour provider while trying to rest and recover so I could at least enjoy upcoming excursions I had booked - also through Viator. I booked around $1000 in excursions with Viator over a 9 day period. Viator staff just passed the ball, refusing my request. And sent me to the tour operator. Dimitra was her name at Halara - could not believe there was no understanding or appreciation that my wish was to enjoy the excursion, but to preserve the health of others on the excursion, I had to cancel. And as far as I was aware of my location at the time - I was still outside the 24 hour window. They were more concerned about taking people's money than health and safety. Completely opposite way to handle customers and promote coming back again. It wasn't until much later in the day, I was informed there was an hour time difference between Dubrovnik and Corfu - so there was no chance to get a refund. It offers a refund 24 hours in advance - but they don't specify it's 24 hours before the time zone of the tour location. There's no mention of that. I had a tour operator in Kotor give money back because my tender to shore was late. They know how to provide customer service and solutions to unusual circumstances. I still expect some resolution from Viator - and this is why I'm asking you directly or a refund on this excursion. But as it stands now, I'd never recommend Halara Travel or Viator to other travelers in the future.”

Helpful Report

Posted 5 months ago

“Our tour guide Adam was awesome! He was very knowledgeable and told us many great stories. He was patient and nice. The tour of Niagara Falls and other sites was great. We enjoyed seeing the different places around the area.”

Helpful Report

Posted 5 months ago

“I booked 6 tours in Costa Rica through Viator. Five of them were good, two of them were particularly outstanding. However, one of them didn't provide everything listed - it was a horseback riding tour that also indicated a stop at a Rancho where tortillas and fresh cheese would be provided. Alas, we only got horseback riding. The tour was great apart from the unmet expectations. Viator's excuse was that it didn't indicate which tour provided the food - well, yes, the tour I selected and paid for! - and declined the partial refund I requested. Invalid reasons and disappointing.”

Helpful Report

Posted 5 months ago

“I will never use aviator again. I booked $20K worth of tours with aviator as I traveled with my family through Europe. Very first excursion went south when only two people received tickets for the Sagrada Familia and everyone else had a confirmed reservation from Viator but the tour agency didn’t have it. Both Viator and the agency blamed each other. We adjusted on the fly but left Barcelona without seeing the site we were there for. 😥. We then travel to Paris only to get two tours canceled because of over booking. We were unable to do either tour. We travel to Normandy. Guess what? Viator canceled. Unlike Spain though the tour agency and Viator reach out to us. Viator tells us to reschedule with another company so we do. The original agency asked us if we still wanted the tour because Viator canceled the tour and they were not sure why. We told them no and Viator already scheduled us with another agency. 12 hours later Viator calls us to tell us the tour is over booked and only six people can go. We request a full refund but they decline be the tour is less than 24 hours from starting. I will never use Viator again!”

Helpful Report

Posted 5 months ago

“I had made a Reservation to ride the Cable Cars in SF. Upon arrival the Cars were NOT in working order. They stated this occurred on Sunday and here it is Wednesday and still not in Service. I notified Viator to request a Refund. I received an Email stating that I can do a "Bus" tour. Ummmm, that is ridiculous to offer that over the Historic Cable Car ride. Our hearts were set on the Cars. They also stated that they COULD NOT Refund my purchase ($165). You would think that they would have that info before they sell the Tours.”

Helpful Report

Posted 6 months ago

“80% of the time , tickets bought via or activities organized by Viator go well. However when locally a problem occurs, Viator doesn't support its customers. We booked a boat trip 5th July to the staten and liberty island NY. Because the local guy at the counter of the tour operator mad a screw up when scanning our tickets we were not allowed on the boat. A refund request was issued the day itself. We had to kindly ask for feedback 9 days later (because no reply from Viator). 3 days later a standard answer was issued that refund was impossible. When I kindly asked for details I got within 30 minutes (!) a standard text saying that everything was revised again (with thorough attention for details..) but the outcome was still the same. Clearly a text written by AI. This is not a professional way to deal with your customers.”

Helpful Report

Posted 6 months ago

Viator is rated 2.2 based on 1,134 reviews