Viator Reviews

Name: Viator
Address: 360 3rd St #400, San Francisco
Rating: 2.18

2.2 Rating 1,135 Reviews

29 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.2

Based on 1,135 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 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

“Oxford trip with Oxford tours. Excellent very knowledgeable guide called Peter. Excellent tour. Definitely 5 star rating. Maureen Wilson”

Helpful Report

Posted 4 years ago

“We are very unhappy with the company Viator (Trip Advisor Experiences). It is the worst company to use, both for vendors and customers. There is a lack of current information and the service is very bad. We will never use them and recommend all others to avoid this company. Book directly with the businesses for better treatment and better prices!”

Helpful Report

Posted 4 years ago

“03/11/2020 I am a very, very frequent traveler. I fly somewhere to speak, several times a week, every week. On my free time it’s not unusual for my husband and I to lead tours abroad. Unfortunately, my friends and I had to cancel our trip to Portugal, Spain and Morocco, due to the corona virus/global pandemic. We did not want to cancel, but with announcements from the CDC not to travel internationally and/or the possibility of mandatory quarantine hanging over our heads, we decided to cancel. Everyone, EXCEPT Viatour worked with us to cancel or refund our trip. The Viatour tour operator for The Alhambra and General Life tour refused to refund us, or credit us for another tour at a later date. Here is Viatour’s response to our request for a refund or credit. We will Never, Never use or recommend Viatour again. Hi ——- Thanks for your message about canceling your upcoming Alhambra and Generalife Private Guided Tour in Granada booking. Unfortunately, all sales are final and incur 100% cancellation penalties per the listed Terms and Conditions of this activity. Our local tour operator does not allow us to refund or adjust any confirmed booking, including changes to the date, activity details, or number of travelers. Your reservation remains confirmed. We appreciate your understanding. Regards, ————— Viator Customer Service”

Helpful Report

Posted 4 years ago

“We paid $333 through Viator for a tour of the Colosseum in Rome the middle of April this year. Due to the Coronavirus and most of Italy being shut down, as well as US warnings about not traveling to Italy, we cancelled our trip. We booked this tour through Viator because of their advertised cancellation policy. We always book with cancelation options because of unforeseen issues. We have received full refunds and no hassle cancellations on everything except this tour through Viator which tells us this is not refundable. We contacted the tour operator City Wonders, and they said they couldn’t help us because it was booked through a third party. We also had booked another tour directly through City Wonders and they promptly, fully refunded our money for the Vatican Tour. Lesson learned! Book directly through the tour operator and not Viator. Don’t believe Viator’s advertising of ease of change or cancellation! Per their ad, this is what was advertised to me, by them. ”Check it out—we’ve put together some Rome recommendations to make this your most memorable trip yet. Plus, Viator has guaranteed low prices, flexible cancellation, and around-the-clock global support, so you can feel confident you’ve created the best itinerary—even if you need to make a change.” I guess just losing $333 isn’t bad considering the risk of a serious illness, but I do consider Viator to be using false advertising and will not use them again!”

Helpful Report

Posted 4 years ago

“Went to the Oahu Circle Island Tour 16 Points of Interest. Our driver and tour guide Kanamu was excellent. She was knowledgeable and funny. It was a very entertaining and fun day spent learning all about Oahu and Hawaiian History and Culture.”

Helpful Report

Posted 4 years ago

“Debited my account for over €125 for Auschwitz trip and sent no tickets, details or confirmation email. This bunch of cowboys are also linked to Krakow Direct who collect CASH at the end of their tours. NEED I SAY MORE!!!!”

Helpful Report

Posted 4 years ago

“I’ve used Viator before several times and never had an issue. However, the issue I had this time and the treatment I received from Jennifer, one of the supervisors from customer service was enough that I won’t ever use their services again. According to my original booking they were suppose to charge my card on a specific date, there was no indication that my card would be charged earlier. The booking even said “Your card will be charged in 8 days (on 02/07/2020)”. They charged my card the day before without prior notification so I was unable to transfer money to my account in time and they cancelled my booking. When I called to ask if they could reinstate it they said I’d have to do the booking again but this time it was at a higher price. The excuse they were giving me was that the tour vendor raised the prices. However, when I called the vendor it was the same price as before! When I spoke to Jennifer, I asked her for an email or some contact information to a higher supervisor or corporate and she lied to me and said she didn’t know any! How absurd! She said she couldn’t do anything for me, and if I wanted to book solely with the vendor I should do that. She did not even try to assist me! It wasn’t like I was asking for a cheaper price than what I was originally quoted, I just wanted to pay what they originally quoted me when I first booked the tour. It was their mistake they charged me ahead of time and cancelled my booking so why was I being penalized for it. Absolutely horrible customer service and behavior by Jennifer, a supervisor of the customer service department. I will never use Viator again, and I suggest others to book your tours elsewhere as well so that you don’t have to deal with the trauma and heartache of spending 2 hours on a chat and a phone call trying to sort out an error on their part, and in the end be treated like you’re not a valued customer. This tour was going to be the highlight of our trip and now it is absolutely ruined by Viator and Jennifer, a supervisor of the customer service department.”

Helpful Report

Posted 4 years ago

“We booked a sailing trip to Rottnest Island. When we arrived at the jetty there was no yacht there. We called operator Wind Cheater Charters. They stated the booking info arrived late. Clearly they decided to just ignore it. While I acknowledge the fault lies with Wind Cheater Charters, VIATOR has not refunded our $400 despite the operator cancelling the trip (after failing to turn up!) On 24 January.”

Helpful Report

Posted 4 years ago

“My wife and I booked a tour to the blue mountains in Australia and even though it was a miserable rainy day our tour leader Mike was the star of the show. He did everything he could do to make the trip fun. He gave a lot of history of the area and made it a very enjoyable time. He engaged with the whole group and by the tour was done it felt like a family outing. Mike from anderson tours thank you very much. See ya”

Helpful Report

Posted 4 years ago

“Just done 2 trips that have been booked… Just done 2 trips that have been booked through Viator and are currently sitting in airport waiting to go on next trip which we have booked through them also , We have paid top dollar for the convince of using them as we are short on time and didn’t have the time to shop around with the local tour companies , we wanted everything booked in advance 1 st trip we ended up paying nearly double what we would have paid if we paid directly to the tour company on arrival in el chalten 2nd trip again paid over double what we should have paid if we booked locally, what makes it even worse is we were put on the cheapest tour in town - a comfortable 4x4 trip ended up being 7 people with baggage crammed into a car with not all the windows operating, and arriving at accommodation it was a really low standard, toilet and shower waste dumped directly into swamp below , however the guides and staff were really good- the money we paid should have gone to them We are waiting to go to salt flats in Bolivia unsure of what to expect next , I will be contacting Viator soon asking for an explanation I have traveled extensively over the years and normally without a time constraint, thought it was a good idea to pre book everything but definitely the wrong decision AVOID using Viator - put your money into the local community rather than the pocket of someone else”

Helpful Report

Posted 4 years ago

“I booked a full day tour in Barcelona, to Girona and Figueres visiting the Dalli Museum. I thought the tour was just excellent. Well deserved the money paid for it. Thank you! The tour guides were both amazing!”

Helpful Report

Posted 4 years ago

“I booked the Park Guel and Sagrada Famiglia tour which was very nice but needed an hour more or so for staying a bit longer in the park. Our guide Victor was very nice and knowledgeable, his English excellent, I only felt that the whole thing was too expensive for what it included and the duration of it.”

Helpful Report

Posted 4 years ago

“My husband and I just came back from Mexico. We joined an early entry into Chechen Itza tour operated by Amigo through Viator. The pickup and seating arrangement were fine. Frank was our tour guide. When he started to ramble rapidly between English and Spanish on the bus, he lost us. When we realized he was speaking English, he was already in the middle of the sentence and half the information was lost. Though he periodically asked ‘Any question?’, however if one had missed out so much one would not know where to start asking. We wonder if that might be the reason hardly any question was asked by anyone during the whole tour. The condition was a bit better when we got to the site, since he did not have to speak Spanish anymore. However the group was much bigger than the promised 20. As a matter of fact, more than 30 people as versus the Spanish group only had about 5. To have a Mayan explained Mayan culture to you is ideal. However if only a small part of the information was relayed, then it did not help the case. If Frank really wants foreigners to understand what he has to say, maybe he should consider slowing down his talking. We hope it just happened to be one of Frank’s ‘bad’ days, because we sure did not have a ‘good’ experience with this Amigo tour.”

Helpful Report

Posted 4 years ago

“I have received the worst service from Viator, I had booked a private transfer from Rio airport on 5th January 2019. Upon arrival there was no one to pick us up despite this been paid for, I waited for around 30minutes and tried to ring to tour company Viator use to provide this service, there was no answer, I think rang Viator from my UK phone to an American number as I had no choice other than to do this. I spoke with a guy from Viator who assured me I should wait in the arrivals and someone would be coming To collect me. An hour and 30minutes later still no one came I rang again and spoke with a lady who kept me On hold over 25 minutes to tell me she couldn’t get in touch with the tour company and I would have to just get a taxi and they would refund me. To add to this terrible service I had waited all this time, the lady on the phone said she would reimburse me for the additional Taxi and pay the costs towards me phone bill I incurred because of having to ring them (this cost is £45 for the phone bill) she said I just needed to fill out an email and send evidence of these costs, when I sent this I received a reply informing me they would not be reimbursing anything and “this decision is final” I am disgusted in this service and will NEVER use this service again! If anyone has used them before and maybe has any ideas of how I can try and get this reimbursement please can you give me some advice as I am determined to try and get this money back for my phone bill. I have now emailed them the evidence of the phone call costs from my phone bill and they are still refusing to pay anything despite the phone bill being their fault. They even said in their last email they have already offered me a £25 voucher to use with Viator! Their service is laughable and disgusting DO NOT USE THEM!!”

Helpful Report

Posted 5 years ago

“Garbage! Just book elsewhere!!! So does anyone know what’s going on at this company? No! Booking confirmations have bad info. When clients are asked to “confirm” as instructed, they can’t. Their customer service is garbage, rude, ignorant and hang up on people. I have been told my booking “issue” would be resolved this am and here we are almost 24 hours later, several phone calls and emails and nothing! Their customer service is useless and calling is pointless. Once they have your money, you’re screwed. Avoid at all cost because you’ll be disputing with your credit card company in the end with these idiots.”

Helpful Report

Posted 5 years ago

“Viator is asking details over call. credit card details which is against law.”

Helpful Report

Posted 5 years ago

“Viator is asking credit card details over phone to offer a 10% discount which is against law. If you are not giving details over card, you will not receive 10% cashback. Lol. This is how things work.”

Helpful Report

Posted 5 years ago

“BEWARE!!!!!! We booked an evening sailing trip on Sydney Harbour. When the confirmation was sent the departure location was not as advertised. When we called customer service, they explained that the system never showed the trip we had selected, however they would process a refund. The day following we were informed that there would be no refund, this was problematic information considering we received it after the trip occurred! Do not use this service, IT IS A SCAM”

Helpful Report

Posted 5 years ago

“Tried a Northern Lights Tour in Iceland recently, a scam at best and more likely fraud. We are not upset because no lights showed, but by Viator and Greylines sleazy tactics. We got on NOAA's website to check probability of seeing lights at our location, 1% according to NOAA! Rainy and overcast locally. We checked assuming the operators would cancel but no we are going. We thought ok they're the experts. On the one hour ride out of the city our guide said to never trust the websites that predict northern lights. I guess the vendors guide knows more about the weather and solar activity than the people that study this everyday and have Phd's in those topics. Anyway us and 12 other full size tour buses, with by our count averaged 50 bodies each, plus 3 or 4 smaller buses arrive at our supposed premium viewing site. We could not believe it, they dumped around 600 people off within a hundred yards of a working light house. The outbuildings were brightly lite with yard lights,and there was a residential neighborhood less than a 1000 feet from the lighthouse's parking lot we were in! This was after our guide had told us on the way out that avoiding light pollution was one of the key elements to successful viewing and we and 600 other poor sapps are parked under a god-damned working lighthouse!! Absolutely incredible!! Now to the good part, since the excursion went out, regardless that it didn't make since to go, the policy is that you can book another trip within 2 years if you didn't see any lights, no refunds since the tour operator decided to go. How many of those tourists that are only on Iceland for a short visit plan on coming back within 2 years to collect on their re-booking "guarantee"? Damn few, and Viator and Greyline know it. I'll quit ranting but be warned, Viator and Greyline are nothing more than cons and scammers. We will tell anyone who will listen, no matter where they travel, to never use these crooks!”

Helpful Report

Posted 5 years ago

“Vacationed to Paris and had a tour booked through Viator. Unfortunately there was a medical emergency and the trip had to be cut short. We attempted to cancel our tour before Viator's stated 24hour cancellation window, but were unable to. Reason given by Viator was that the tour operator had their own cancellation policy that would not allow us to cancel the tour. Whats the point of having a stated cancellation policy if it will always defer to the tour operators? At this point the 24hr cancellation policy is useless. W”

Helpful Report

Posted 5 years ago

Viator is rated 2.2 based on 1,135 reviews