Viator Reviews

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

2.2 Rating 1,167 Reviews

28 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.2

Based on 1,167 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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Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I booked a trip from Miami to Key West that included dolphin watching and snorkeling. The bus ride was pleasant, with great views from the top. During the journey, I received a text with the details, but I didn’t realize that it only included snorkeling, despite having paid extra for dolphin watching. When I returned to Miami, I called the company, and they initially told me they would issue a partial credit. However, I later received an email stating they wouldn’t be providing any credit. I would advise staying away from this company if you want to avoid issues during your vacation."”

Helpful Report

Posted 4 weeks ago

“In August we booked 3 tours. The one tour where we took the train up the Alps from St Moritz started out great. However our final stop on the train we had to walk over a mile to the bus where it was just parked. It could have picked up up. NEVER AGAIN BOOKING WITH YHIS COMPANY. Over the years we have used them many times. Never again”

Helpful Report

Posted 4 months ago

“booked a tour in Manila 2 days prior to arrival on a cruise. Booking showed Pending through the date of the tour?? I called the support line and was told the tour had been declined ?? I asked why I wasn't notified - so I could book something else - no explanation ? I received an email the next day that the tour had been declined ?? never use viator again”

Helpful Report

Posted 5 months ago

“The driver was 30 minutes late for pickup for a international flight. Did not call me to inform me or to confirm transport. Costing me additional transport fee by taxi. Partial refund not received as of yet.”

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Posted 6 months ago

“I never had a problem with Viatour… until I had a problem. Turns out, they have deplorable standards for their vendors to accurately advertise and supply the tour they describe. Customer service would corporate speak and double talk you with nonsense and irrelevant excuses if you ask for a even partial refund due to the provider not fulfilling it’s tour description. It’s a sham of customer service. Once they have your money, you’re at the mercy of their vendor and they really don’t care if the vendors are falsely advertising.”

Helpful Report

Posted 8 months ago

“I toured Sagrada Familia in Barcelona via if Viator. The tour provider, Amigo Tours was poorly organized, difficult to understand and follow through the crowd. The tour was conducted in English and Spanish by a Russian tour guide. She appeared a bit sloppy and raised a tacky umbrella for us to follow her. When she spoke in English she appeared knowledgeable but lost some of the group as she moved through the crowd. I heard some of what she said but had to focus to understand. There was no enthusiasm and I felt the 109.00 euros was far too much for what was delivered. I will not likely book through Viator again because it is apparent that vetting providers is a bit inadequate.”

Helpful Report

Posted 8 months ago

“Lowest price garantee scam. They will never refund you on any price that you found lower, they always have excuse. I found way better price on an official site of an activity because they have promo all summer but thats not any good for Viator. They said that their price match the standard price !!!! What !!! I found also a better price for a museum on another site and they also said that their price match standard price !!! Thats really a scam just to not apply their garantee. Beware ans search elsewhere before buying there ALWAYS better price elsewhere.”

Helpful Report

Posted 8 months ago

“I got their email for discount code which didn't work. I contacted their customer service via chat. They said that they can make the booking for me and apply the discount. Once I provided all the details, they said that there was a system issue. I will get a partial refund when I completed the tour. It is all BS.”

Helpful Report

Posted 8 months ago

“I’ve gone on many tours with Viator That went well, and I was very satisfied. It wasn’t until I had a bad experience, though, that I learned that Viator would not help me nor effectively communicate with me to make sure they understood the problem and then get back with me to let me know whether or not they were able to find a resolution. I went on a snorkel tour with Viking adventures in Iceland with my wife where my wife was treated in an inappropriate manner and when I tried to contact Viator the best I could do was send them emails as well as call their 800 number which took me to Manila Philippines, and I was told that they would get back with me and they never did despite several communication attempts on my part. What I learned, is that our company that wants to make money of course and they will often direct you to a good vendor for some excursion, but I also learned that when something goes wrong, they’re not there for me. Although I’ve spent over $10,000 in the last 15 years or so using them now I’m looking for alternatives.”

Helpful Report

Posted 8 months ago

“80% of the time , tickets bought via or activities organized by Viator go well. However when locally a problem occurs, Viator doesn't support its customers. We booked a boat trip 5th July to the staten and liberty island NY. Because the local guy at the counter of the tour operator mad a screw up when scanning our tickets we were not allowed on the boat. A refund request was issued the day itself. We had to kindly ask for feedback 9 days later (because no reply from Viator). 3 days later a standard answer was issued that refund was impossible. When I kindly asked for details I got within 30 minutes (!) a standard text saying that everything was revised again (with thorough attention for details..) but the outcome was still the same. Clearly a text written by AI. This is not a professional way to deal with your customers.”

Helpful Report

Posted 8 months ago

“I was having a great time until I had two bad experiences. I went through the correct channels in contacting Viator and the customer service was terrible. They would not provide me proof of what they were trying to get out of...my refund! I have emailed them numerous times and now they are just ignoring me. i have since found out that most optional tours I paid big dollars for are FREE!.....as a previous review says...Viator are scammers. I really hope there are other tour providers the next time I book a holiday.”

Helpful Report

Posted 10 months ago

“Book a tour "Playa Uvas, all-inclusive beach break" with Viator. In the description it stated the only extra charge was transportation to/from cruise ship. We arrived at Playa Uvas and went to get towels by the pool. The clerk informed us that each towel rental was $7 and a $7 deposit. $42 CASH for the 3 of us. I spoke with the front desk managger and she said towels are not included, even though it stated nowhere on the website or tour tickets that there was an extra charge. I emailed Viator and they refused to refund my $21 spent. To date they still do not list towels as an extra fee. I do not like surprises or deception. Unfortuanty, Viator provided both for free. I will not be booking with Viator again. BEWARE of the unwritten!”

Helpful Report

Posted 10 months ago

“Bombarded with emails, inaccurate information, poor description of tours. Supposed to send a link for tour waiver. Never got it from viator, had to o directly to actual tour company.”

Helpful Report

Posted 11 months ago

“Two of my friends and I went on a Viator Tour of London on April 26, 2024. We were promised we would see the Changing of the Guards at Buckingham Palace and High Tea at Harrods. We did not get to see the Changing of the Guards. We saw the Guards line up outside of their barracks and get ready to do the actual ceremony. We were not even that close to Buckingham Palace. Our High Tea at Harrods consisted of 2 scones and a small pot of tea. Everything I've read about High Tea is that consists of small sandwiches, scones and petit fores. The Viator guide told those of us going to High Tea at Harrods not to eat too large a lunch because we would be getting so much food at Harrod's High Tea. Maybe Viator don't know what Harrolds is providing since the guide left us for the day at Harrods and did not stay to see what was provided. All in all, the two most important part of the Tour of London were great disappointments.”

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Posted 11 months ago

“Sometimes they honor their refund policy, other times they don't. Can't recommend them with a 50/50 chance of being disappointed.”

Helpful Report

Posted 1 year ago

“Booked Viator in Dominican Republic for our tour of Santo Domingo. Firstly, no prior arrangements made with us, just a random text saying "Hi" on Whatsapp. Just showed up at our hotel unannounced. The Viator website advertised it to be a "private party" tour with ONLY my group. Turned out to be completely false. First it was a minivan stuffed like sardines, with 13-14 people total and roaches EVERYWHERE. Then we got taken to a gas station and deposited into a HUGE tour bus and over 40 people on the bus. The drivers were all insanely fast (it might be a Dominican Republic way of driving) For $500 USD for 6 people....I definitely would never do this again. Please consider booking your tour with the resort you are staying at. Double the price but much better experience.”

Helpful Report

Posted 1 year ago

“I put a tour in my cart and left it there to think about. I received an email from viator stating I didn't finish checking out. The next morning I had a confirmation of the tour which I did not purchase. They applied my credit card and sold me the tour I didn't order. Very sneaky.”

Helpful Report

Posted 1 year ago

“I book transfers in the DR 2 months ahead of our trip, there was a change due to my mistake but customer service via chat was useless, the service provider was will to waive cancelation fee and let me rebook for an online rate but Venus at Viator would not contact them or put me in touch with someone else who could help. Ive used them many times but I will half to reevaluate their service or lack of service they provided.”

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Posted 2 years ago

“We booked 3 tours. One cancelled, one left us behind and the third was terrible. I posted a review of the tour online and it does not show. Seems Viator and Tripadvisor are hiding poor reviews.”

Viator 2 star review on 17th October 2022

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Posted 2 years ago

“Went to WASHINGTON DC AND the guide for our Smithsonian event. She wasn’t engaging and not very friendly.Waste of $$$ We could gone ourselves and gotten more out of it. $200 down the drain 🤬😡🤬”

Helpful Report

Posted 2 years ago

Viator is rated 2.2 based on 1,167 reviews