Viator Reviews

Name: Viator
Address: 360 3rd St #400, San Francisco
Rating: 2.13

2.1 Rating 1,187 Reviews

28 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.1

Based on 1,187 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

Write Your review

Tell us how Viator made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Sandeepkumar

Mari

Viator 1 star review on 25th January 2025

Colby

114

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

“Very disappointing customer service. We had a tour booked in Paris which was not as described. Contacted the vendor in the first instance for a partial refund only to be completely dismissed. We turned to Viator who our booking was with, and was again repeatedly dismissed by Viator. Viator sided with the vendor rather than the customer. So if you don’t get what you paid for or what was advertised, Viator takes no liability for their site and descriptions. We were a pretty frequent user of Viator before this instance, but would not recommend for future bookings off the back of this experience.”

Helpful Report

Posted 2 days ago

“Be warned. Do not use this company. Customer service is a joke”

Helpful Report

Posted 1 week ago

“I had a tour recently where there were 4 paid for ticket that requested an English speaking guide. Viator included a couple to make 6 of us total who DID NOT speak English. And the guide ended up speaking in Spanish more than 50% of the time. I was extremely disappointed. And found that to be rather rude and inconsiderate. BEWARE: That just because you choose a guide to speak a certain language, doesn't guarantee that your tour will be solely in the requested language!”

Helpful Report

Posted 1 week ago

“Awful. If I could give Zero Stars I would. Made the 90 minute trip to the Louvre based on my Viator “Voucher” only to be contacted first for a later time, and then they said we don’t have anything and might be able to do a different day. I AM ALREADY AT LOUVRE. They charge 25 over Museum price and did less than Nothing for my “voucher” How are they still in Business. Waste of time and money”

Helpful Report

Posted 1 week ago

“Booked a Salerno to Amalfi, Ravello & Positano by Car tour operated by Amalfi Coast Lovers on 5/25/25. My friends & I the worst shore excursion experience after our ship docked. Had to find the Non-English speaking driver behind a building instead of him meeting us. A/C was terrible. Did not follow the itinerary. No stops in Vietri & Amalfi because of heavy traffic accdng to the driver. Just dropped us off on the side of the road in Positano without telling us where to go. Spent 30 min looking for restroom & waiting to be picked up. Spent less than an hour in Ravello then driven back to the ship. Not able to explore Amalfi, Vietri & Positano. Spent more time sitting in the car than touring the sites on the itinerary. Asked for partial refund from Viator but got rejected. What a way to treat its customers!”

Helpful Report

Posted 1 week ago

“They say full refund bt that's a joke!!! I canceled way before my tour and still haven't received my refund. would never use this company EVER AGAIN!!!”

Helpful Report

Posted 2 weeks ago

“Title: Awful experience – denied tour, rude staff, no refund, and double charged! I booked the “Edinburgh: Glenfinnan Viaduct, Glencoe and Fort William Tour” for May 22 via Viator. We were denied entry on the day of the tour because we had our 6-month-old baby — something not clearly mentioned anywhere during the booking process. We tried contacting the operator before the tour, messaged them, got no reply. On the day, they were rude, refused any refund, no credit, no alternative, and simply sent us away. Now to make matters worse, we just found out that Viator charged us TWICE for this booking — that’s over £230 gone with no service provided. We are beyond disappointed. This was supposed to be part of our holiday and it turned into stress. Viator completely failed us — no communication, no empathy, no responsibility. Not recommended at all.”

Helpful Report

Posted 2 weeks ago

“TOUR TITLES ARE DECEPTIVE - I booked a tour in Mexico City with a title "XOCHIMLCO, COYOÁCAN & FRIEDA KHALO MUSEUM". When I received the ticket it said the Freida Khalo Museum was NOT included. When I immediately asked to cancel and receive a refund, Viator said NO - and that it was my fault for not reading the description of the tour. DO NOT RELY on tour titles.”

Helpful Report

Posted 3 weeks ago

“I was booked into the Auschwitz Birkenau museum in Krakow. On the day I was to go, it was cancelled. After I received notification from Flight Centre about the cancellation there was no reason given. After explaining that I was totally devastated after specifically booking to go to Krakow Poland, I was told that tours booked to Auschwitz, often get cancelled because some tour operators do not meet strict guidelines enforced by the Auschwitz Museum, and there are arguments between the two who want to arrange their own guides. I was fortunate to come across a legitimate operator in Old Town Centre in Krakow who said he had available tickets for the next day. We were thoroughly surprised and immediately booked. The operator came on the time made, and we finally got to see Auschwitz, no thanks to Viator.”

Helpful Report

Posted 3 weeks ago

“Another user wrote this recently: "You get the prize for the most user-belligerent app of the year." and I couldn't agree more. Tried to deal with their 'Help' service over six weeks and just became more and more frustrated. I reached out to their support team via email and to an executive via LinkedIn and did not receive a reply. Luckily I only lost ~$25 compared with some of the other losses on this site. Steer clear!”

Helpful Report

Posted 3 weeks ago

“We purchased a guided tour package include transport, city tour in Florence and PISA leaning tower walk. The bus was late in the morning and the tour started late. After Florence we arrived at PISA late and was rejected entry to PISA tower. We are group of 15, 13 of us purchased the option of PISA tower.The tour guide admitted she was late from the previous pick up point as she was waiting for 2 customers that were late which she shouldn’t have done it. She promised refund but after we contacted the travel agency they make up all the excuses and lies and refused the refund. Viator advised they have no control of the operators. Do not book with Viator they held no responsibility to the operators. Not helpful when there’s issue. They act like it’s not their responsibility and you don’t get your money back even if you didn’t receive the service.”

Helpful Report

Posted 1 month ago

“Horrible customer service. Couldn't find tour bus and viator couldn't help us find bus when we called ahead of tour leaving. Missed tour and they won't refund.”

Helpful Report

Posted 1 month ago

“You get the prize for the most user-belligerent app of the year.”

Helpful Report

Posted 1 month ago

“Quiam our tour guide was very attentive, very helpful and quite friendly with the whole group”

Helpful Report

Posted 1 month ago

“Leidy was our guide in Lima for “Four Districts with local market” . We had a wonderful experience and appreciate her knowledge and English skills. We enjoyed ample time at each location.”

Helpful Report

Posted 1 month ago

“Schlechter Service, kein Geld zurück bei Tourausfall”

Helpful Report

Posted 1 month ago

“Beware. I had a very bad experience with this company. Shows cheap rates for the tour but there are hidden costs which surpass the ticket rates. I will not recommend this company to anyone.last minute cancellation of one trip. Absolutely dreadful. Never ever again.”

Helpful Report

Posted 1 month ago

“Absolutely dreadful. The boat was packed beyond comfort, with people actually arguing over seats. They promised entertainment — there was none. The food was bland and miserable, and the “dessert” was literally a single dry biscuit per person. A complete waste of money and a thoroughly unpleasant experience. There was a breach of contract and Viator refuses to issue a refund. And their responses to my messages make no sense.”

Helpful Report

Posted 1 month ago

“Do not use this company. I booked with them based on two things: 1) Their promise of 24/7 service 2) Their promise of free cancellations up to 24 hours before the experience. Both of these things are not true - the service was non existent and they’ve refused to return my money, without justification. I initially asked for help in moving a booking whilst on holiday. No one was available to do this at Viator - they just have me a phone number of the operator in the city I was staying in, even though I had told them this phone number was not working (the operator admitted that his phone was broken). I ended up having to go myself to the operator across town (spending money on Uber rides) to change it directly. When this time didn’t work, I gave Viator significantly more than 24 hours notice and they have repeatedly refused to return my money, with no explanation and summarising the event in a completely factually incorrect way. I will be warning as many people as possible to go with other companies instead. PS it’s worth noting that most of the positive reviews about this company are not actually about Viator - they’re about the companies that they make bookings for. Viator doesn’t run the experiences - it’s just a booking agent which promises 24/7 service and free 24 hour cancellations that it simply does not provide.”

Helpful Report

Posted 1 month ago

“Yes?, l booked a pub crawl in Dublin and had to cancel because my companion was sick and now they refuse to refund me. I cancelled several hours prior to the tour. Deceptive refund policy and customer service. Do not use them.”

Helpful Report

Posted 1 month ago

Viator is rated 2.1 based on 1,187 reviews