Viator Reviews

Name: Viator
Address: 360 3rd St #400, San Francisco
Rating: 2.11

2.1 Rating 1,219 Reviews

27 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.1

Based on 1,219 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

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“Working with IGRINC.ORG was smooth and remarkably effective. Their team replied promptly, kept me informed throughout the process, and managed every detail with professionalism and care. They were reliable, approachable, and made the entire experience simple and stress-free. It’s rare to find a service that combines speed with reliability, but they truly delivered both effortlessly.”

Viator 1 star review on 16th October 2025

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Posted 2 weeks ago

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Posted 2 weeks ago

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Posted 2 weeks ago

“They sent me to the wrong pickup location. When I obviously missed the pickup, they tried saying it was my fault for being late. Yeah, you sent me to the wrong place of course I was late. They wouldn't take any responsibility and said they would look I to it so now I'm out over 150 Sterling.”

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Posted 2 weeks ago

“Awful customer service. Was sent the wrong information on pickup and they just refused to accept that and refused a refund. Far better companies out there that will treat you better when things go wrong”

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Posted 2 weeks ago

“Cancelled tickets 3 days after booking. Ruined my chances for visit one of my dream exhibition as tickets were then sold out.”

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Posted 3 weeks ago

“I booked a tour over the phone after giving all my details, including my hotel in Sedona for pickup. The representative confirmed everything and charged my card, but later I was told they only pick up in Las Vegas, a completely different state. When I called back, instead of fixing their mistake, they tried to charge me even more money for a “private tour.” Every time I spoke to someone new, the story and price changed. One person offered a 10% discount, another quoted higher, and a third pretended to “help” only after I called him out. They also make you enter your credit card information over the phone, which is not secure and made me extremely uncomfortable. This company has dishonest, inconsistent, and unethical practices. Save yourself the stress, book elsewhere with a reputable company that actually honors your booking and uses a secure payment system.”

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Posted 3 weeks ago

“I booked the Niagara Falls Canadian Side Tour and Maid of the Mist Boat Ride, got sick couldn't go. I called them, saw a doctor and got a record of it. They charged me (a lot) anyway. Have you ever gotten sick on a fun trip from overeating or drinking? Or maybe just the excitement? A new place, new food and water, then suddenly you're having bad stomach upsets and can't even leave your hotel room. It happens, maybe a lot. But when it does, Viator won't refund your tour cost. They wanted proof of "hospitalization." Severe stomach problems don't require hospitalization, but constant access to a bathroom is a must. On an all day tour you simply don't have that. So why insist that I should have gone? This was an awful experience.”

Viator 1 star review on 6th October 2025

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Posted 3 weeks ago

“The Viator tour of Banff Gondola Lake Minnewanka Johnston canyon and Banff Town I booked was off again, on again and finally cancelled by Viator in the eleventh hour. Very disappointing. The previous Viator tour I booked had a driver who, by his own admission was “not a tour operator”. He said it several times. He drove us to the destinations mostly in silence then left it up to us to discover what was there. I would not book with Viator again.”

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Posted 4 weeks ago

“Rip off. They will not back you up if your cancels”

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Posted 4 weeks ago

“Difficulty contacting vendors, 2 out of 3 tours not confirmed, threatened to not refund, and not rescheduled. I traveled to Granada with these tours in mind just for them to be canceled 3 hours after I landed. I could have changed my travel dates, but this happened which gave me a false hope of doing what I traveled for ??? Insane… stick to GetYourGuide”

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Posted 1 month ago

“If I could leave a half I would. Day before Alhambra tour after I had booked paid and received tickets got a message from tour company need to cancel my ticket and upgrade me to a more expensive ticket AFTER I HAD MY TICKET IN MY HAND FROM VIATOR - left me between a rock and….had no choice had to go to office and get new ticket day of my tour.”

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Posted 1 month ago

“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”

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Posted 1 month 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 2 months 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 2 months 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???”

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Posted 2 months ago

“Buyer Beware”

Viator 1 star review on 13th August 2025

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Posted 2 months 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 2 months 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 3 months 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 👎👎👎👎👎”

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Posted 3 months ago

Viator is rated 2.1 based on 1,219 reviews