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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“Disgusted I am disgusted with this company. We book months in advance only to be told 2 DAYS before the booking that we have been thrown off for someone else, My advice, AVOID at ALL COSTS”

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Posted 6 years ago

“professional scammers”

Helpful Report

Posted 6 years ago

“The date I booked was not even within my travel range. When I got a confirmation text I IMMEDIATELY tried to fix it, both through Viator (which required me to call them 3 TIMES to get a resolution) and through the tour company, but I was required to pay the full price of the tour.”

Helpful Report

Posted 6 years ago

“We booked a tour of the Royal Palace of Madrid for March 30 at 11:30 a.m. The supplier for this tour was Pancho Tours. We arrived at the meeting point 15 minutes before the tour was supposed to start. Since no tour guide showed up at 11:30 a.m., we called the phone number for Pancho Tours that was listed in the voucher. The lady who answered the phone apologized, saying that they tried to contact us to change the time of the tour for earlier that day. She tried to reschedule for another day but we could not accommodate in our schedule. I specifically asked whether we would be refunded since they changed the time of the tour and she guaranteed that we would get a refund. I contacted Viator 9 or 10 business days later since I didn't see a refund. After contacting Pancho Tours, Viator informed they would not refund us because Pancho Tour replied that the tour left at the regular 11:30 a.m. time that day. I am upset with Pancho Tours because that is a lie and I am contesting the charge with the credit card company since no service was provided to us and it was not our fault. I am upset with Viator for not doing a more thorough investigation and a better screen of their suppliers and, quite frankly, for not trusting their customers.”

Helpful Report

Posted 6 years ago

“Booked a trip in Punta Cana. Viator confirmed. Next day they cancelled but never refunded money. Had to spend an hour to get it back a month later. Seems like they hope it gets overlooked. Then they offered 10% discount on next booking. Like that would make up for their incompetence and my inconvenience.”

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Posted 6 years ago

“Great until you need an amendment. Requested cancellation 60 minutes after receiving booking confirmation but was denied a refund even though the tour is 3 weeks out. Two separate agents delivered the same canned response that contradicted the tour information itself. After speaking with a supervisor (Alex), she rudely cut me off as I spoke, grew frustrated at the customer, and refused to escalate further. She verified her agents never called the tour supplier. The point of using a travel agent is to leverage their existing relationships with vendors, not disrespect and dismiss customers. Not the experience I was expecting after having used Viator 10+ times in the past. Everything is great as long as you don't have a problem - as soon as you do, good luck garnering support. Not only have you lost a loyal customer, but I am extremely upset with how I was treated (as well as many others after reading similar reviews)”

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Posted 6 years ago

“I've booked two tours in Brazil and few hours after that I received an email from Viator stating that both my tours were canceled because they suspected credit card fraud and also stated to check with my bank. I called their customer service for some kind of explanation but none was given even so they put a charge on my credit card. I called my bank and there was nothing wrong with my card as I suspected. They said I will get a refund in 5 to 7 days, but as I read the other comments I might have to open a dispute with my bank. Stay away from Viator - they can ruin your vacantion!”

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Posted 6 years ago

“I just completed the Viator half day Versailles tour. The motor coach was filthy and filled with garbage in many seat fronts. This was the first tour of the day. I am in the meeting planning and incentive Trip business and could not believe what shape the coach was in. This was bus one today. It sets the tone. Why is it not normal procedure to clean the bus of garbage after each tour. I will think twice or more before I book again.”

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Posted 6 years ago

“We booked an excursion in Malaysia with Vijayan Krishnan yesterday. It was amazing. He was so knowledgeable and interesting. We finished our Batu Cave and our waterfall tour early and we showed interest in the palm trees we were passing. He brought us there and explained how they do everything. We also got to go see eagles get fed from a boat ride. It was an amazing day. I don’t think it would have been the same without him. He was amazing tour guide”

Helpful Report

Posted 6 years ago

“I attempted to book a tour of Muir Woods for 4 people appx 1.5 days before the tour. There was a website error- error code 500. I ended up being charged 4 TIMES for this tour- a total of $1200. When I called to get it fixed I was given the run around. I spent hours on the phone, spoke to countless "supervisors" , 1 hung up on me- (no I was not rude at all). I received an email saying that they could not refund my money because their cancellation policy says that cancellations made 2 days before the event or less have a 100% cancellation fee. No matter how many times I explained that it was an error, that I can't possibly go on the same tour on the same day at the same time 4 times, they simply said that every company has cancellation policies and so I had to revise my vacation plans because they took $1200 out of my account. My bank has agreed to file a fraud complaint once the charges post. 5 days out they are still listed as pending and the funds are still unavailable. This ruined my vacation. Never ever again. Filing a BBB complaint and considering legal action. NO CUSTOMER SERVICE. This shoyld NOT be a Trip Advisor affiliate.”

Helpful Report

Posted 6 years ago

“STOLE my money I booked a trip with correct dates two months out, and they sent me a voucher for the wrong dates, which were the next day. When I told them of their mistake, they told me that I was unable to receive a refund because my trip was too soon and not part of their cancellation period. I called them five minutes after I booked and explained that they sent the wrong dates. They did nothing to help me and charged me the full amount for a trip even though they made a mistake on the booking. I think this was purposely done to take my money and use a cancellation policy as the excuse. I called customer service multiple times and they said they would handle the refund and send me a confirmation email. They did not and have not refunded my money.”

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Posted 6 years ago

“My parents and I joined a day tour with Amigos Tour via Viator.com for Chichen Itza and Cenote swim from Cancun. Not only were they on time and very professional, they were very friendly and knowledgeable. Rafael and Rodrigo Cat worked as a great team and we had a great time with them. I would definitely recommend this tour to anyone who may want to learn about Mayan history and be entertained by a great storyteller.”

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Posted 6 years ago

“Viator messed up my booking, booked a wrong tour in supplier's system. Will never use them again!”

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Posted 6 years ago

“the driver was completely irresponsible,not taking a direct route,driving on the wrong side of the road when taking blind corners.During the course of this trip my wife became sick and vomited all over herself.This driver pulled over to the side of the road and demanded my wife get out of the car and proceeded to demand money. On arrival at our hotel in Patong I had to retrieve my own baggage and badly bruised my arm with the driver following me and still demanding money.On arrival no representative of your company could be found until another company made a phone call on my behalf.I am led to believe this driver was contracted by your company,unfortunately this has led me not to use this company for my future travels.”

Helpful Report

Posted 6 years ago

“Sorry, but Viator is a scam and a bad joke. Last night I scheduled a tour for 12pm today, based on AVAILABILITY on Viator's website. I paid for my tour and immediately received an email with my voucher. So I made sure my day was cleared so I could do this 4 1/2 tour to Oak Alley Plantation. This morning when I showed up for my tour (which was a surprise for my gf's birthday), I was told that the tour was sold out and they could not honor my voucher (but mysteriously they had already taken my $$). Apparently, Viator sells spaces on tours that, it turns out, they don't really know for sure exist. After 3 phone calls and much finger pointing by Viator, I got screwed in the end. And Viator never even tried to contact me to let me know they were ripping me off. AND, my favorite part. I got absolutely nothing for my $$, but it will take 3-5 business days to get my refund. I don't understand...if the tour was full, why did I even get charged in the first place??? Bottom line is: Viator (Liator) is garbage, and I'm going to try very hard to screw them over through any and all travel websites I can. I've never seen such amateur b.s. in my life. Buyer's Beware: if you use Viator you could very well get screwed over through no fault of your own. Too many other better options than to settle for this garbage.”

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Posted 6 years ago

“Happy with Paris Trip! Thanks Viator”

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Posted 6 years ago

“Refuse to modify a reservation for any reason. Ridiculous. Won’t ever book with them again!”

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Posted 6 years ago

“Easy booking of tours online and description of tour is absolutely what we received , a great experience while on holidays.”

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Posted 6 years ago

“ABC TOURS ABU DHABI TOUR Good communication from paying for the tour upto the tour pick up. Great tour guide good communication and loads of fantastic information about the city. Very enjoyable tour and would definately recommend to any family and friends its a must to do whilst in dubai! Binu was great and we all had a good rapport on the tour bus when talking about the history and knowledge of dubai. all thanks to Binu for making it an enjoyable and pleasant trip. Thank you.”

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Posted 6 years ago

“Booked a tour thru Viator. The booking went thru and our credit card was accepted with no problem. Then, less than 48 hours before the tour, we got an aggressive email from Viator claiming we had used our card fraudulently and cancelling the tour. When we protested that they should then refund our payment they claimed that we had not been charged because the payment was fraudulent: yet it appears on my CC statement. I shall be taking this up with our bank when we get home.”

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Posted 6 years ago

Viator is rated 2.2 based on 1,102 reviews