Viator Reviews

Name: Viator
Address: 360 3rd St #400, San Francisco
Rating: 2.12

2.1 Rating 1,207 Reviews

28 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.1

Based on 1,207 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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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

“Have booked and paid $218 for Seminyak food tour. Conformation email from you at 2.08pm today to meet at Wurung Eropa at 5pm and we have a no show on guide. Am now extremely annoyed and requesting a full refund via Paypal”

Helpful Report

Posted 6 days ago

“Global Experiences Card Customer service is horrendous and condescending. Andrew should NOT be in customer service representing you all. He is the least helpful person I’ve dealt with in a long time. We found other tours to do on our own.”

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Posted 3 weeks ago

“Horrible Company!!! I paid for reservation with them, then received WhatsApp message from tour operator shortly after saying they could unfortunately not accomodate us in our location. Company refused to offer refund. STAY AWAY AT ALL COSTS!!!”

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Posted 4 weeks ago

“Bus never showed - apparently the local tour group changed pick up location and never told us - we waited from 7:30 AM till after nine . Was impossible to get through to a person - and super difficult to get an actual phone number . Totally ruined our trip . Was supposed to be a 15 hour tour - highlight of trip . Gone . Why didn’t they try to reach evrn one member of our group???”

Helpful Report

Posted 1 month ago

“Buyer Beware”

Viator 1 star review on 13th August 2025

Helpful Report

Posted 1 month ago

“I have been a loyal client for a long time, but this experience was a major disappointment. Due to a default setting in the Viator app—likely caused by a previous booking—the dates were set incorrectly. I contacted customer service, and unfortunately, Kenneth, the representative I spoke with, was completely unhelpful and unprofessional. He showed zero empathy and made no effort to assist me. I’m truly disappointed by the level of customer service I received. Very unfortunate experience”

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Posted 1 month ago

“Pathetic experience. They cancelled my harry potter tour 1 week before the tour which was booked 1 month ago. Highly disappointed. Never booking with viator again”

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Posted 1 month ago

“We had tickets for Niagara Falls boat tour, my sister in law had a pulled muscle and couldn't attend, they refused to give her any compensation back, at $160, keep $50, for any hard work that you think you've done, and refund the rest. I will inform anyone that I talk yo about Niagara Falls, to NOT book with Viator. Shame on you , for doing absolutely nothing 👎👎👎👎👎”

Helpful Report

Posted 1 month ago

“Booked a tour through Viator and was promised pickup — confirmed it twice via their customer service. Waited with my elderly mother and no one ever came. The tour operator said no transport was even arranged. Viator refused to refund me. Completely unacceptable and very disappointing experience.”

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Posted 1 month ago

“I somehow was booked on two different viator tours on the same day from Paris. I only knew of one which I took. However viator took the full payment for the other tour which of course I couldn't take, can't be in two places at once! I requested a refund, or even part refund or credit towards a future tour. Viator told me bad luck, offered no compensation. I will never book through them again and I had been a loyal customer”

Helpful Report

Posted 1 month ago

“I booked a boat tour in Ireland for 4 people. Viator provided the wrong departure address, so we missed the boat. I called the actual tour company, and they told me it was the wrong address provided by them. Viator refused to refund my money or give me a credit to do something else that day.”

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Posted 1 month ago

“I took a walking tour of the Scottish Enlightenment in Edinburgh on 5th July 2025. Jack, my guide, was very informative of the effulgence of ideas in Scotland in the 18th and early 19th centuries, which parallelled the European Enlightenment and, as the Scots would say, even preceded it. Listened to the origin of some of the modern ideas of political and philosophical thought. Thinkers, novelists and doers: looked at their statues, plaques, gravestones and houses. What a wonderful way of absorbing the ideas in politics and economics, in liberal philosophy and trading freedom, which heralded the modern age”

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Posted 2 months ago

“The 1/2 day tour to Stone Hedge with snack was long and tiresome. Stone Henge was great but it took 2.5 hrs to get there, couldn’t understand a word that the bus driver spoke, never got the snack that we paid for. Choose a different company!”

Helpful Report

Posted 2 months ago

“I booked a tour in Rome through Viator. There were significant train delays and I was going to be late for my tour so I contacted Viator and asked if the tour could be rescheduled. I was told it could, two days later at the same time. The next day, I didn’t see the new voucher in my app so I contacted them. I was told sorry, we told you wrong info so no tour and no refund. Turns out they charged me about 5 times what the tour operator was charging anyway. I rebooked through the vendor but Viators customer service was condescending and unapologetic for flat out lying to me. I will never use them again.”

Helpful Report

Posted 2 months ago

“Viator and VIP Ontario Tours Stay away from VIP Ontario tours and Viator. Both gave me incorrect information for departure times and location. Now weeks later I am still being blamed by both companies that my family and I arrived late to the meet area. I clearly proved that we were early to the address and location given to us but all VIP Ontario tours and Viator can say is that we were late and then threw us onto a different tour bus. I spent too much time calling both companies and chatting on WhatsApp in and around our tour and still left being felt that we were the problem and not responsible taken by either company. Ignorance to say the least. Do not waste your hard earned money on companies like this that we blame you for their mistakes. Find another tour app or company to enjoy you time in and around the Toronto city area.”

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Posted 2 months ago

“We had the pleasure of a walking tour of Old Montreal led by Gabriella and she was terrific. Great energy, lots of interesting information, and an excellent speaker. We highly recommend any tour with Gabriella! ⭐️⭐️⭐️⭐️⭐️”

Helpful Report

Posted 2 months ago

“Booked through Viator. Our booking said cancellation possible if canceled within 24 hours. The tour company asked if they could changed our day. Even though this was not ideal for us we did this to make it easier for them and in doing this they also were sneaky and changed the terms to read no refund allowed. When we became sick and tried to cancel well within the 24hrs they would not refund. I don’t recommend booking with this company.”

Helpful Report

Posted 2 months ago

“Booked a tour and were not contacted in advance for the location change. As the customer we were to notify in advance 24 hours if our plans change to cancel. However Viator does not follow the same communication time line. Thus we met at the place the ticket showed us, waited 15 additional minutes to learn once I returned to the US that they left a voice message with location change. We do not pay for or access telephone or text message when traveling. So I have been trying for 2 months to get this refund and now they are demanding for the chargeback to their company. I did request from my credit card to credit me for this and thus the dispute. Sad that a company can't admit to this error...they changed less than 2 hours on the day of the tour and expected us to be available to answer calls etc...we were on another tour!!! Do not recommend booking with Viator”

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Posted 2 months ago

“I booked a tour for 930 am with the rest of my group I guess the tour got full and was bumped to 1045 separate from my group. I called nothing could be done to fix this. I have a special needs child who is anxious without people she knows this just made the whole trip miserable and no longer fun.”

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Posted 2 months ago

“This is a scam company, very unhelpful customer service! Had issues where a tour guide pretended not to find us and we never got to go on the tour. Won’t refund us”

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Posted 2 months ago

Viator is rated 2.1 based on 1,207 reviews