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 Gondola Ride with Serenade and dinner and it was fabulous. The gondola ride was quick-maybe a 20 minute ride? The guy who serenaded made sure to rotate to each boat so that everyone was able to hear him and he sang loud enough that even when he was not close by you could hear him. It was nice to cruise down the smaller canals also. It was a nice experience and the dinner was delicious. It was a little difficult finding the restaurant, it is about a 10-15 min walk from the gondolas but it was nice and somewhat romantic to be eating with the locals and not all the tourist. This is definitely worth purchasing and experiencing!!”

Helpful Report

Posted 7 years ago

“July 29 tour of Naples & Pompei with Elisa. VERY DISAPPOINTING. She showed little interest in us ( a group of 8 family members including 2 kids.) Saw very little of the major sites, lots of time standing in hot sun listening to trivial things about life in Pompei. Most information provided about the toilet habits of the citizens and great details about plumbing. Inappropriate language describing excretory & urinary habits of people of the day. Long walk back to bus in 90'+ heat before being returned to ship. Viator tours usually very good but this one very poor. Panoramic city tour of Naples very long, not very interesting & left only 2 hours for Pompei visit. Avoid 1/2day Naples & Pompei Tour if at all possible. Not worth the time or money. A real bust!!! Don S. Canada”

Helpful Report

Posted 7 years ago

“Left at the dock in Naples!! Left at the dock in Naples!!. Ship disebarked late due to clearence delay. Received a letter from Princess. Viator would only refund half of payment. Reason to book with cruise”

Helpful Report

Posted 7 years ago

Helpful Report

Posted 7 years ago

“Terrible customer experience when booking to and from airport transfers in Melbourne. No confirmation messages, you have to call around in circles to ensure your booking was successful. When paying for a 'luxury transfer' the car that arrived was far from 'luxury' and absolutely filthy. Never using this service again.”

Helpful Report

Posted 7 years ago

“Deceptive advertising and absolutely zero customer service. Continuous run around promising return calls and emails that never arrive. This is the worst experience we have ever had with a tour company. Strongly encourage others to look at any alternative agencies.”

Helpful Report

Posted 7 years ago

“My tour guide never showed up but Viator refused to refund my money! Very disappointing customer service, no phone number, and despite having sent emails to Viator when they didn't show up it took hours for them to respond.”

Helpful Report

Posted 7 years ago

“I booked for transportation of 7 people from LaGuardia to Best Western Hotel in Jamaica, NY. Upon arrival I went to the Ground transportation stand. I was advised that the shuttle service (GoAirlink NY) did not go to our destination. I had to pay $150 to hire another car to take us to our destination. I have been trying, and failing, to receive a refund of the $132.93 for BR-620614553. Tonight your customer service tells me I need to wait until Go Airlink responds to Viator. Meanwhile you have my money, paid by American Express, which I have already been charged for, and I have to wait for you all to hear from the company. Terrible service. I should have read all of the negative reviews first.”

Helpful Report

Posted 7 years ago

“My husband and I were traveling in Cornwall, England with two friends and being from the US, we were uncomfortable driving on the left side of the road so we decided we needed a car and driver. Another friend had highly recommended Viator tours to us so we found two, one-day Viator Cornwall tours providing a skilled guide/driver. The two tours were in the two areas we wanted to visit but did not necessarily include some things we wanted to do and see. The Viator website indicated that the tour could be customized so we asked to speak to the guide ahead of time in order to plan the customization. A couple of weeks ahead of time, James (our guide/driver) for the two tours, contacted me by email and we worked out a plan for both days that met the needs of all four of us. We were very pleased with Viator, their website, their basic tour design, the way the payments were handled and the ease of booking. We also cannot speak highly enough of James, our guide. He picked us up right on time, was extremely accommodating, had a very nice, clean vehicle and even provided water as well as rain jackets and umbrellas when we encountered bad weather. His choice of places to have lunch were excellent. Not only did his suggestions give us a sense of the local cuisine but outstanding examples of it. We would give James and Viator the highest rating possible.”

Helpful Report

Posted 7 years ago

“I am skeptical about this middleman travel tour company. I always do my researching of where I want to go. I contacted Viator inquiring a tour in Cyprus. The viator agent put me on hold and called the local tour agency in Cyprus. If it is late in Cyprus, you have to call back during Cyprus' business hours. The agent answered the questions the local agency said. What I find awkward is, If you also look at the tour description, none of the tour site names are mentioned. They are vague in mentioning of seeing a waterfall, beaches, and a gorge. I think you would use Viator if really have no idea exactly where you are going and hope Viator can give you a refund.”

Helpful Report

Posted 7 years ago

“A wasted morning and incompetent staff! Booked a Roma pass, skip the line and Collosseum tour in advance. Advised to arrive half an hour before due tour time which we duly did. Well 45 minutes actually to be on the safe side. I can't even begin to describe the farce that followed at the 'Funtours' office but it wasn't any fun! More to the point and what frustrates me the most is the fact that Viator seems to be anonymous...no contact number! No email listed. ! I saw a dead mouse whilst in Rome but my experience with the company definitely smells of a rat!”

Helpful Report

Posted 7 years ago

“I have used Viator on numerous occasions over the past 4-5 years and have always been happy with the tours, excursions, etc. Needless to say I booked a tour with them for a San Francisco city sightseeing tour which included Alcatraz. Unfortunately, I needed to cancel my vacation plans due to a unforseen home situation that is serious in nature. I immediately contacted the airlines and was reimbursed over $900. in airfare as well as a one night hotel stay which the hotel gladly cancelled for me. Viator, on the other hand, stated that they could not give a refund for this tour. It saddens me deeply as I have always enjoyed using this company and feel that they could have assisted me in this situation. They could have contacted the company offering the tour, explained the situation, and helped me retrieve my refund. I would say this is very poor customer service especially to one that has recommended them to others and have used their services throughout Europe, Very sad.”

Helpful Report

Posted 7 years ago

“TLDR; BEST PRICE GUARANTEED IS A SCAM AND CUSTOMER SUPPORT IS A SHAM! DO NOT ORDER FROM VIATOR We visited Mykonos on June and wanted to book some tours. When I first entered viator I got a promo pop up stating I'll get 10% off my first purchase if I'll register. So I did. The promo stated I'll get the discount upon checkout. So we booked 2 tours: 1. "Discover Authentic Mykonos" - 45 euro per person including transport. 2. "Small-Group Yacht Cruise to Rhenia and Guided Tour of Delos" - 95 euro per person not including transport. After booking, I contacted the local operator regarding transport, they wanted 50 euro for transportation!! For almost quarter from the total price they should mention it in the details!! Not only I didn't get to promised 10% off, but I also found "Small-Group Yacht Cruise to Rhenia and Guided Tour of Delos" for a MUCH MUCH LOWER PRICE - 94 euro INCLUDING TRANSPORT!! Obviously I cancelled my booking with viator immediately as they have a VERY STRICT cancellation policies! I contacted viator in their contact form regarding their "best price guaranteed" policy - till this day I didn't get any response. I searched for a phone number in their website to contact them about this subject - there was none! When I finally found a phone number (in their facebook page) - it was only for booking trips. They can't help with "best price guaranteed" policy. But "they have updated my file and will pass it to the relevant department" - but they can't send me any proof of this so called "file" and never contacted me again.”

Helpful Report

Posted 7 years ago

“Disappointed. I purchased a tour in Rome for myself and my two children to tour the Vatican Museum, Sistine Chapel, and St. Peter's Basilica. I purposely picked a Wednesday for the store because we had already had other tour scheduled during the week. Upon check-in of our Vatican tour we were told that St. Peter's Basilica was closed on Wednesdays and we would not be touring it. Why would Viator tour sell a package on a specific day of the week knowing St. Peter's Basilica was closed?! That's just plain stealing, selling something that's not even offered. And it's been a struggle to get through to anyone in customer service and I'm sure I will not get a dime back for my inconvenience and overpayment of their the false advertising.”

Helpful Report

Posted 7 years ago

“If I could do zero stars I would. The customer service is garbage. It takes about 20 minutes of research to find the customer service phone number and actually talk to a human. Then it gets worse from there. After ordering a Puerto Rico tour, whic I had to input our weights in the web site prior to confirming. I put my husband's weight as 215 pounds. It allowed the booking to go through without any errors or warning and then I noticed that you could not be over 200 lbs in the confirmation email. I called them immediately to try and resolve the situation and get a refund. Not only did they refuse any refund, but when I asked for a manager, Kelly (the service rep) told me that it won't do any good because the manager will say the same thing she said. When I still persisted to talk to a manager, she put me on hold for a while and then got back on the line and set a manager was not around. She refused to give me a time the manager might be around or take my information to have a manager call me to try and remedy the situation. I had to threaten calling the Better Business Bureau to get any sort of resolution. Eventually I got the tour provider to refund my money as Viator was unwilling to help their customer. I will never use the service again. I will discourage everyone I know from using the service. Trip advisor should be embarrassed of being associated to such a poorly serviced entity.”

Helpful Report

Posted 7 years ago

“Company will scam you- provides inaccurate booking confirmation details and when those details cause you to miss your trip, they will use baseless claims to support their reasoning that you were the one wrong. Absolutely awful- do not use.”

Helpful Report

Posted 7 years ago

“Terrible! How come before I register as member, i saw advertisement that within this 3 days there will be promo of 15% off all tours if buy more than 400, but after i register as member, the advertisement gone!! Aviator, you are very misleading! and a cheator!”

Helpful Report

Posted 7 years ago

“I wrote a negative review of a terrible cooking class that we took in Florence, Italy and Viator did not publish it. It seems they only publish positive reviews and very few, minimal actually, critical reviews. I used to use Viator all the time but this experience has totally changed my mind and makes me question the validity of the whole site.”

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Posted 7 years ago

“I booked a Monuments Moonlight Boat Cruise with D.C. Cruises for my husband for Father's Day. My two kids, husband, and I arrived in plenty of time and we're the third group in line. We had a confirmation number and e-tickets. The boat arrived, and we were told our reservation had been rejected. Neither viator or D.C. Cruises made any attempt to notify us. We were told viator overlooks all the time.”

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Posted 7 years ago

“For the San Jorge Castel in Lisbon I waited 40 minutes to take the tram 28 ( the publicity said every 25 minutes). And when we wanted to leave we waited more then 1 hour for the same tram ( the red line). It never came. We walked. We were not able to finish the tour. Don't waste your money for this company.”

Helpful Report

Posted 7 years ago

Viator is rated 2.2 based on 1,102 reviews