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

“Customer service was well planned. Went on a Vatican tour with Elisa as our guide. Very knowledgeable and caring. I didn’t feel well half way through the tour. She did everything to help me. Answered all questions. Never seemed to be in a hurry.”

Helpful Report

Posted 1 year ago

“We booked online tickets to visit historic landmarks in Spain. Three (3) times I've contacted customer support via chat and specifically requested directions on how/where/when to obtain - AUDIO - gear for our self-guided tour. The day prior to the visit, via the msg. app, I was told that ' the next day, when we have to check in, we will be notified of the audio equipment'; Well, the staff at the box office said no audio was available. That is the worst, most disappointing experience I've had so far, given the fact that you save time, and money to plan a trip- and you are left on your own. They won the worst Co in my book. I would not have been so upset if I hadn't communicated 3 times on this topic. NEVER AGAIN!”

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Posted 1 year ago

“We booked the Mauna Kae tour on Hawaii. Booked 2 months in advance. Travelled 20 hours to Hawaii. Viator cancelled the tour one day in advance. Zero compassion. Therable organization! Do not book with them!”

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Posted 1 year ago

“Doggy company! They sell at one price and last minute they said you have to pay more if you want still go on the Nile cruise. Avoid!!! The most disgusting customer service!”

Helpful Report

Posted 1 year ago

“They canceled our booking to Mauna Kea one day before the date cause our creditcard was not working. We traveled 20 hours to Hawaï for this tour that we booked 3 months ago. This is horrible…”

Helpful Report

Posted 1 year ago

“The tour guide (to Vatican City) was a no-show and did not respond to our phone/text attempts. After requesting a refund, Viator claimed to have changed the time of our tour (to directly conflict with another of our Viator tours). By screwing us out of $75, they lost $465 in future tours. Bad company with illogical business practices. RUN FAR AWAY from this tour company!!!”

Helpful Report

Posted 1 year ago

“Our tour wasn't canceled but it was the worst tour ever. The guide wasn't giving a s***t about us. He was very rude from the beginning. He was walking too fast (which was a problem for the older people of the group, and even for us, he was hard to follow because of the many people around in the vatican). We weren't able to hear him properly and he didn' take the time to explain to all the group what we were supposed to do. We paid a substantial amount for this tour (178€ for 2) and it wasn't worth it (the audio guide must be cheaper and way better). When I tried complaining about our experience to Viator the didn't give a s***t either. I won't deal with them in the future and I'm making sure to let people know about their bad service.”

Helpful Report

Posted 1 year ago

“I booked a tour to visit the Alhambra in Granada weeks in advance. Forty-eight hours before the tour, I received a cancellation notice due to an error on their end, and I would receive a full refund. I pushed back, and they offered me a new tour, but they never verified the tour they provided. Overall, it was too late to alter our planned trip to Granada. We are unhappy and will not recommend Viator Tours in the future. Booking Reference: 4146988876”

Helpful Report

Posted 1 year ago

“DO NOT BOOK ON VIATOR. We booked a shore excursion for Oct. 17th in JUNE. On Oct. 13th, we received an email telling us the excursion was cancelled, with no explanation why and no offer to do anything to make it right.”

Helpful Report

Posted 1 year ago

“We had a trip booked for Douro Valley but my husband woke with food poisoning that morning. I asked if I could move the trip to another day and was told there was no availability until after our stay ended, which was untrue. They refused to compromise and were totally inflexible. We missed a much anticipated tour and lost £208.”

Helpful Report

Posted 1 year ago

“In late September, 2023. we did the 6 hour Milan City Tour. It was outstanding. The tour guide woman was very knowledgeable. We are an older couple and she was super nice is accommodating us. Bruce & Myra. Thank you. Washington, DC.”

Helpful Report

Posted 1 year ago

“Beware when booking a tour with Viator. I had a tour booked and arrived near the meetup location before the tour was to start but there was a race going on and I wasn’t able to cross over at any point to get to the exact meetup point. I tried to contact the tour operator and even called the number on the booking which was out of service! I ended up having to call the main Viator number and even their customer service couldn’t get in contact with the tour operator! I put in for a refund request due to these unforeseen circumstances and the fact that I was there and could have easily met up with the tour at the destination if they had contacted me as they say on there website they will if you have any issues but they really don’t do that!! Beware before you book with this service!!”

Helpful Report

Posted 1 year ago

“We had 3 people booked in an October 7, 2023 tour. I modified the booking on their website on September 19, 2023 to two people. It was clearly modified and visible. The day before the tour I confirmed with the tour company, two people. They had no record of it and the tour guide said it’s ok , don’t worry. (Famous last words). I looked and my account says tour for 3 people. What happened? Now it is my word against theirs….Viator will not refund my $179 and the tour company “ Go See Italy” says it is not their problem. I have been a long time client……. But no more. No refund given!”

Helpful Report

Posted 1 year ago

“I have long COVID after contracting the virus 5 weeks and accidentally booked the wrong day due to brain fog. I explained this to the customer service department but it made no difference to the response, even though I merely asked them to change the day, so not a refund; they would do neither. I was going to book more trips out whilst in the Amalfi area, but given the total lack of customer service I would never touch this company again. They are worldwide and so are not a cash strapped little organisation, so they can afford to give a good service; clearly they deliberately choose not to. My advice is say well clear of this company, as you will only be as annoyed as I was if something goes wrong with booking”

Helpful Report

Posted 1 year ago

“Horrible customer experience. Well in advance, we booked a 3 day 2 night tour in Iceland, with repeated confirmations. We arrived in Iceland, ready to start tour early next morning, and late afternoon learned that the tour operator cancelled the tour. While we got our trip refunded, we were left in the lurch. Had a great deal of stress and ended up needing to book 2 additional nights accommodations and 2 day trips (instead of 3), at a total cost of $852 over the refunded amount. I provided Viator all the information requested and they ignore us complelely. Horrible service!!!”

Helpful Report

Posted 1 year ago

“We are in Spain on holiday. We booked a tour through Viator. The local tour company told us they had no confirmation from Viator when we arrived for the tour. We did have a confirmation from Viator. So when we contacted Vistor, they had untrained staff incapable of resolving the issue. Already six hours, no tour, no admission of guilt by either company. Waste of an entire day. Total b.s”

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Posted 1 year ago

“This company is a total scam. They show their 100% guarantee knowing your booking stuff that is last minute only to tell you that because you book last minute you are not eligible for a refund. Had a cruise that was delayed and we were not able to make the tour booked and in turn we were not refunded. I would look elsewhere or make sure you book with your American Express so you can process a chargeback on their fraud.”

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Posted 1 year ago

“Went on an amazing your today with Anna, and Constructours but booked through Viator. I travel solo and Anna sat me behind her so that we could talk if I wanted to and ensured that I did not feel left out at all. We went on a trip to the Blue Lagoon which was beautiful and to a winery and several other stops. Anna was very well informed about the island and the tour was run with clockwork but relaxed efficiency. Sorry don't know how to leave pictures, but if you come to Cyprus go on this trip, it is well worth it.”

Helpful Report

Posted 1 year ago

“My husband and I used to be loyal Viator customers -- that has changed now that I actually needed their help. They do absolutely nothing to help their customers in a jam. We've been using them solely since 2016 for all our vacations, often for multiple tours on one vacation. I had an issue on my most recent trip and requested a refund. They did nothing to help me -- needless to say no refund, and not even a credit to use with them in the future. They decided to keep my $300 to themselves, and lose out on future hundreds, as we will never book another tour through Viator. With all the competition they now have that wasn't really there when we first started using them (there's now AirBnB excursions, Expedia excursions, etc.), you'd think they'd try a little harder to satisfy and retain customers.”

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Posted 1 year ago

“I am in paris with my son, asked him to book a boat to go around the tour Eiffel, he paid, money was taken from his checking acct, he never received the tickets on the email so we had to buy tickets again and spend the double. We haven’t get a refund yet and probably never will”

Helpful Report

Posted 1 year ago

Viator is rated 2.2 based on 1,102 reviews