Name: Viator
Address: 360 3rd St #400, San Francisco
Rating: 2.15

“We booked a “recommended” catamaran tour in Cozumel with a reputable tour operator (Fury) through Viator on my Booking.com app. You can find varios prices for the same tour all with Viator so we booked the best price we could find with taxes and fees included. After we booked we were advised by Viator via WhatsApp that we had to pay $$$ extra to liquidate the tour. So we ended up paying almost half more of what we originally paid. It was also advertised by Viator that there was a 25 person limit but there were 70+ people on-board the catamaran. The times advertised for the snorkeling stops were too short (30’mins would have been enough with a small group) but with so many people the lines were long to get into the water. We also had to stop at another resort and pick up more people and that was not part of the advertised itinerary. We lost time there in both legs of the trip. They also promised an hour at a beach club with hamburgers and French fries included but we spent a better part of 20 mins in line just getting off the boat and waiting in line again on land (another 10mins) only then to receive a burger and a bag of plain chips. By the time we finished eating (maybe 10 mins max) my family literally had 5 mins to enjoy the beach club facilities before they started calling us all back on the boat (water sports, inflatables water slides and trampolines were almost entirely not used by anyone on the tour as there was no time). Our youngest son was extremely disappointed as he had zero time and he only took maybe 5 mins longer to eat. When we asked the tour guide he told us that they have to rush everyone or they’d be late dropping off the group from the resort and then late again dropping us off. Everything was so rushed and we felt that they were just herding us around. It was the opposite of relaxing. We spent more time in the boat than off. If our group had been smaller (as advertised) I believe things would have been smoother for everyone and we may have had time to enjoy it. We were also told by other passengers who had booked directly through the Fury website that they were not charged additional fees and they paid less than we did. We thought that by going through supposedly reliable booking agencies like Booking.com or Viator we’d be getting a great deal and a guaranteed fun-filled experience for our family. We were extremely dissatisfied and disappointed with this tour and the lack of transparency. After this experience, we feel cheated and will not be reserving any tours through either Booking.com or Viator ever again, nor will we be recommending either of them to anyone.”

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Posted 18 hours ago

“Very deceitful with pricing. Thought I was paying in NZ dollars, as I purchased something in NZ and got charged USD dollars, so paid almost double. There was absolutely nothing to say it was USD dollars. Customer service was extremely poor and rude.”

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Posted 5 days ago

“Ordered a self guided audio tour in Sedona AZ through tripadvisor, which was a viator tour, tried to access via three different apps including the viator app and another they recommended. Worked on this over an hour before cancelling in their 24 hour window, then received an email saying Im ineligible for a cancellation because I could have downloaded the app. Truly amazed at this response.”

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Posted 2 weeks ago

“bought 6 tickets to venice of america cruise. turns out they have 2 cruise operators using the same name. went to the one i thought i bought based on gps and wonderful reviews on the internet and low and behold there is a huge sign saying "venice of america" cruise our 31st year. but guess what ! i got booked on riverfront cruise using the name venice of america. the operator told me that they are using the name and scamming people .my 5 guests and i purchased tickets and had a great time but viator wont refund our money. they should be responsible for vetting the vendors on their platform never again!!!!!!”

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Posted 2 weeks ago

“Horrible customer service. Would not intervene with a tour company that did not render services and refused to refund the cost of the tickets. Only offered to give us another date that was ironically long after our vacation was over and we had to return home. Viator stated that all they could do was appeal to the company to reconsider (which led nowhere) even though they realized the circumstances placed us as the victims, but that they had no leverage.”

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Posted 3 weeks ago

“Very disappointed. Didn’t manage to attend one of the tours as we were stranded like many due to the closure of Heathrow. No refund given, goodwill gesture or even voucher. They said we needed to give 24hrs notice. Very difficult when the airline didn’t give us 24hrs notice.”

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Posted 3 weeks ago

“We use these guys yesterday for Arlington and Washington DC. Truly a miserable experience. Once we got to old town trolley they had to look up our reservation to find it because via tour information didn’t show up. Overall very bad experience and we not use these guys again deal direct with Old Town Trolley Tours DC.”

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Posted 3 weeks ago

“We use these guys yesterday for Arlington and Washington DC. Truly a miserable experience. Once we got to old town trolley they had to look up our reservation to find it because via tour information didn’t show up. Overall very bad experience and we not use these guys again deal direct with Old Town Trolley Tours DC.”

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Posted 3 weeks ago

“We use these guys yesterday for Arlington and Washington DC. Truly a miserable experience. Once we got to old town trolley they had to look up our reservation to find it because via tour information didn’t show up. Overall very bad experience and we not use these guys again deal direct with Old Town Trolley Tours DC.”

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Posted 3 weeks ago

“I had a terrible experience with Viator. I booked a private tour for 80 euros, but the provider changed the time and offered me a group tour instead. I agreed, but they never informed me of the price difference, even when I asked. Later, I found out that the group tour costs only 25 euros, meaning I overpaid by 55 euros for a service I did not receive. I requested a partial refund for the difference, which is only fair, but Viator has refused multiple times, even after reviewing my case. This is completely unacceptable and unprofessional. They took my money and refused to acknowledge the issue. I expected better from a company like Viator, but this experience has been disappointing. Be careful when booking with them, as they clearly do not care about fairness or customer satisfaction. I will never use their services again and do not recommend them to anyone.”

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Posted 3 weeks ago

“Really bad service. No one wants to follow up on my issue. No communication. I bought a ticket to the Petronas towers and it said it would deliver ticket to my hotel but didn’t give me the opportunity to say what hotel. Got into Viator chat, gave hotel and said company would be in touch…,., nothing. Spoke yo Viator chat again and asked yo follow up nothing….. Do not use Viator”

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Posted 3 weeks ago

“Horrible experience using Viator! Tours are overpriced and you do not get the full experience you paid for. Paid for dinner on a tour of Niagara Falls and did not receive the buffet dinner I paid for. Instead, I spent 8 hours on a bus to tour what is a 15 minute drive from my hotel to the falls. Dinner was 8:30pm at night, I was starving by that time! Arrived at the dinner location only to be told that the restaurant was stopping its dinner service in 30 minutes! The staff was literally in the process of taking food away while we were grabbing food. My family and I had to stack our plates with as much as the plate could hold and scarf down dinner. It was absolutely ridiculous! Do not, I repeat do not book a tour with viator. You are better off renting a car and touring the falls yourself. I promise you it would be a better experience. I am currently going back and forth with viator for a refund of the service I did not receive.”

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Posted 3 weeks ago

“My friend booked a hot air ballon trip for 3 of us in Morocco. We canceled 3 days before the trip which the website said we could do and got a response saying it was canceled. They started emailing the day we were supposed to go asking where we were. Again said we canceled. They put the charge through which was disputed at the bank but they told the bank we went on the tour. Charged $638.”

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Posted 4 weeks ago

“Do not use Viator Very bad experience with them. I booked a helicopter trip special present for my hubby. Tickets were sent - all good or so I thought. A week later noticed my payment for the trip had been refunded and when I went to view my tickets they had gone. Viator insisted they’d emailed me to tell me they’d cancelled my trip but they were lying. They would not tell me why they’d cancelled it. Huge disappointed as it was a trip of a life time. Thankfully wee went through the helicopter company directly and booked a similar date and time flight.”

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Posted 1 month ago

“booked a tour on 3/11/2 in Rio de Janiero . My tour guide, Patricia, waited on two customers for 30 minutes during pickup. This unfortunately appeared to cause her to run late. At each stop, Patricia gave us a specific time to meet up, but left a minimum of 10-15 minutes early. We recognized this, and began to meet her at the van. Patricia did not communicate. At our last stop, we were given a time to meet and a place. I waited at the designated spot. Five minutes before time to depart, a lady on our van informed us that Patricia had left us all. We had to get a Uber back home. The person I was with communicated to Patricia at more than one spot that she was leaving people, and she would stop. Unfortunately people did not appear to advocate for me, the person I was with, or the lady that initially informed us that she believed the tour left us, in a foreign country.”

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Posted 1 month ago

“I booked roundtrip airport transportation from the Cancun airport to my resort. When I arrived, I was informed my reservation had been cancelled. We were stuck at the airport…all the transport companies were booked. We resorted to take a taxi that was double the price of our round trip fee for a one way trip. We were devastated starting out our vacation on a bad note and paying g $130 for a short taxi ride!!! I used this company last year and had a great experience….what a bummer!!! When I called Customer Service, I got hung up on!!!!!! I will tell anyone who we talk to….NEVER use Viator!!!!”

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Posted 1 month ago

“I booked roundtrip airport transportation from the Cancun airport to my resort. When I arrived, I was informed my reservation had been cancelled. We were stuck at the airport…all the transport companies were booked. We resorted to take a taxi that was double the price of our round trip fee for a one way trip. We were devastated starting out our vacation on a bad note and paying g $130 for a short taxi ride!!! I used this company last year and had a great experience….what a bummer!!! When I called Customer Service, I got hung up on!!!!!! I will tell anyone who we talk to….NEVER use Viator!!!!”

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Posted 1 month ago

“I arrives at the Leon airport in Mexico about an hour and a half drive to my destination of San Miguel de Allende amd was stranded because I prepaid Viator for a transport from the airport to San Miguel and AFTER I had landed amd gottem my luggage 8 received a text and email saying they had cancelled my transport leaving me abandoned at the airport. Will never use them again!”

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Posted 1 month ago

“We had a pick up scheduled for 10:30 and at at 12:21 still no show. After 3 calls to Viator they said they weren’t able to contact the tour provider - no answers to their calls or emails. What a joke.”

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Posted 2 months ago

“Viator, Today in Mérida I went on a Viator tour of Uxmal & the Chocolate Museum. Our guide was Diego, perhaps a long-time guide, but in view totally unacceptable. He asked no questions, and said almost nothing in the one-hour trip to Uxmal. I sat in the front seat, asked a few questions & got only a one-sentence reply. At the site he said little more than was seen on signs. Also the tour was advertised as covering admission charges, but we personally paid entry fees of Uxmal & another site we visited (Kabah?). My wife & I previously used guides many times & the guides were usually very good— but not this time!”

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Posted 2 months ago

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

Viator Reviews