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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“I booked a tour of the Colosseum in Rome well in advance. With in 24 hours of the planned trip, I received an email stating the tour had been cancelled. They are unable to provide a reason as to why it was canceled. Needless to say our trip to Rome was based on seeing the colosseum. Find another booking site to book your tours to avoid this from happening to you.”

Helpful Report

Posted 1 year ago

“Booking Reference #: 960935920 Misleading and unprofessional. They do not care whether you can go to the place whether the place is open or close, they just worry bout keeping your money. No flexibility, Zero communication. Avoid by all means. they just take your payment and pass it to 3rd party who has no interest Viator do not sent actual tickets even it says tickets it says your actual vouchers come later. I waited for 4 months”

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Posted 1 year ago

“Offer promos after you book a trip that do not work”

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Posted 1 year ago

“I booked a tour of the Vatican Museums through Viator. I followed the instructions for picking up the tickets, but the tour operator never showed up and did not reply to my messages. I contacted Viator for a refund, but they refused, citing that their "investigation" showed the tour operator had done their due diligence, even though I provided screenshots of the messages I sent and the lack of any messages received. Viator partners with bad-faith actors and they know this, but they will not take responsibility for it whatsoever. DO NOT USE VIATOR, unless you want to completely waste your time and lose money for nothing.”

Helpful Report

Posted 1 year ago

“I urge travellers to avoid this company provider for tours in Rome. We paid an awful lot of money for a ‘VIP English Guide skip the queues tour’ of The Vatican Museum, the Sistine Chapel and the Basilica. The meeting point was unstructured, chaotic, frantic and disorganised. People were pushing and the guides were useless. We waited 35 mins to have our names called. The tour guide spoke fractured English. We then waited 30 mins in the museum foyer for the guide to queue for the tickets - but she didn’t explain that was where she was headed, so the group were looking for her. The ticket price stated €17 pp, we paid €56 pp… We then had to queue for headsets. We set off on the actual tour 70 mins later than scheduled. The tour was long, with 20 mins spent looking at pictures in her folder. Due to the chaos and late start, we were unable to visit the Basilica as they were so late setting off. But, the guide didn’t inform us of this information until 530pm, when we asked, so she intentionally kept the information from us until it was too late for us to visit. Tours of Rome (our guide company) run an appalling service, with minimal comms, disorganisation and overpriced tickets. We were all distressed in the group and when we told the guide, her response was, “if you don’t like it, leave”. We didn’t get to see the Basilica or spend time in the Vatican. Absolutely appalling and upsetting experience for my husband and my teenage son. We never mind paying a little more for a tour as my son has autism, so we try to make trips a little less stressful where we can - not this one. Viator are equally at fault. I sent a detailed summary of our experience and requested a refund and received a bog-standard response explaining they could and would not do anything. Please avoid.”

Helpful Report

Posted 1 year ago

“Ripoff. Do Not give refunds on bookings that you want to cancel. They just ignore repeated emails.”

Helpful Report

Posted 1 year ago

“I would like to advise all customers to check their credit card statement as I was “accidentally” double charged for my tour.”

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Posted 1 year ago

“Never received museum tickets and they refused to refund my money. Scam to be avoided.”

Helpful Report

Posted 1 year ago

“We had booked a zipline trip through this agency. We were not able to participate in the event because of an ankle injury. Since we had booked the zipline experience through a third party we could not get a refund. The lesson here is do not book a zipline, kayaking tour, or activity through a third party like this agency. You will be better served booking the event directly. All reputable vendors have websites and contact information. This was a $300 lesson.”

Helpful Report

Posted 1 year ago

“Do yourself a favor and do not book with this company. I booked an excursion with pay later terms. Not only they charged my cc against policy, on top I had to suffer and chat with them for a whole day as they kept of interrupting our chat and I had to go through everything again each time. They said that they would be able to return my money 7d after although I was incorrectly charged. Book with the provider directly it is also cheaper and the service much better, for Ireland Wild Rover Tours”

Helpful Report

Posted 1 year ago

“Global village ticket was priced tripled than what we would havecpaid to buy online directly. There has been no communication for regund which I had applied for. Safari was lousy and illplanned we had to wait for two hours for someone to take us to the camp. Food was disgusting. Organisation was low level driving was too notch which was the saving grace. The museum of illusions was a two hour tour which finished in 30 mins. Total fleece! I will never buy off viator would always buy directly. Will never recommend it.”

Helpful Report

Posted 1 year ago

“My wife and I went on a Norwegian Cruise Lines cruise in December of 2022 that left from Barcelona on December 8. We booked a Viator tour to take us from Malaga, Spain to the Alhambra in Granada on December 11. It was the only excursion that we booked before leaving on the cruise and we were very much looking forward to it. We paid USD 230.14 for the tour. When we arrived in Malaga on December 10 we were informed by Norwegian that there was a marathon taking place the next day and some excursions might be affected. We checked our email to see if Viator had made any changes to our meeting time, which was at 9:30 a.m. on December 11, but there were no emails from Viator or the local provider, Top Day Tours. When we showed up at the meeting point the next morning at the designated time, we were informed by a tourist guide that the tour had left at 7:30 that morning. The guide let us use her phone to contact the local operator who said that we had been contacted. We know that this was definitely not the case as we had been using the ship's Wi-fi and had been receiving emails from other people and places. On returning to Canada I contacted Viator. To make a long story short, Viator insisted that we had been contacted and that they would not be refunding our money. I am currently disputing this charge and have requested that my CIBC credit card return these funds to me. I find it incredible that they refuse to reimburse us and will be very wary about booking any other tours with this organization. If anyone wishes further details regarding this snafu, please feel free to contact me at johnmcgladd@gmail.com.”

Helpful Report

Posted 1 year ago

“Our flight was canceled during the Southwest Airlines debacle, and rescheduled for later in the week. I asked Viator if we could reschedule our snorkel tour for (literally) anytime that week as a result. They said no and won’t refund us either. No empathy, no flexibility. We will be paying their competitor to do a different snorkel tour and will never use this company again.”

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Posted 1 year ago

“I called Viator to cancel a 9/11 tour because we were stranded in Atlanta with no transportation. Edmond from the Philippines informed me that he is not responsible for mother nature and literally said "you are not getting any money refunded no matter your circumstances." Well Edmond, you are correct my friend. But you are responsible for this review and me no longer using viator to book vacation activities. Ha Ha! Poor Edmond ... grumpy dude.”

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Posted 1 year ago

“We bought cruise tickets, the trip was canceled last minute due to bad weather conditions and they refused to refund the money, without even explaining why. We literally paid for nothing.”

Helpful Report

Posted 1 year ago

“I m Dr. Dilip, dated on 15th Nov 2022 i booked n paid for helicopter ride, but my doctor told to cancel it as i hv heart issue n therefore; i hv cancelled it witin 50 min... Informed to Viator, got d cancellation email. But till today i didn't received any refund, only promises, this s very bad experience.They just advertise full refund and all but infact de don't. So i would request to all be away from Viator n der falls advertisement.”

Viator 1 star review on 23rd December 2022

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Posted 1 year ago

“Weirdest company ever. They took money and cancelled the trip. Now texting me that they are not responsible for this. So who is? Will never even use this company again. And don’t recommend you! They took 170$ and disappeared. Before they confirmed my trip, next day cancelled it. Fraud!!!”

Viator 1 star review on 20th December 2022

Helpful Report

Posted 1 year ago

“We booked a shore excursion on Curacao this summer. After booking, I found out there were two piers. Customer service said you could walk from one to the other. No one was at the pier we disembarked from to pick us up for the excursion, so we walked 15 minutes in the hot sun to the other pier. It was closed! A local man helped us call the tour operator but got no answer. When we walked back to the other pier it was after the scheduled departure time. No one from the local place returned my calls when I got home. I wrote to Viator and they were no help. Refused to offer an apology, refund or credit for an excursion we couldnt go on through no fault of our own. Very disappointing!”

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Posted 1 year ago

“Dubai with viator on the Aladdin creek souk old town tour with Mohamed it was very informative fun and great value for money, thank you for making it so , regards Susan Doe”

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Posted 1 year ago

“Nous avons fait l'achat de billets coupe file et d'une visite guidée à la Tour Eiffel. Une fois sur place, l'application ne fonctionne pas bien, impossible de télécharger les billets et de communiquer avec eux. Nous allons à la billetterie pour nous informer et on nous apprend que Viator n'a personne de visible sur place, qu'ils ont des plaintes chaque jour, qu'ils revendent les billets aux touristes à des prix exagérés, qu'ils donnent rendez-vous à leurs clients à des endroits différents chaque fois, bref, cela ressemble à de l'arnaque pure et simple. expérience coûteuse et décevante. soyez prudents avec cette entreprise.”

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Posted 1 year ago

Viator is rated 2.2 based on 1,102 reviews