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

“Viator is not the middleman that makes it easier, better to just go directly to the local company. I booked a Venice tour through Viator. While traveling in Italy, I was notified that the tour was canceled due to low sign ups. Viator offered an alternative tour, that was smaller than we originally booked, but I was fine with it. I asked for an updated voucher with details and relied on the Viator app for the correct information. The voucher in the app updated the price but not the tour time. I depended on the Viator app for the updated info since that’s where I booked it, but the time was never updated. So I showed up at the original time, and then missed the tour because of incorrect information. And now Viator refuses to issue a refund!! This wasn’t user error, it was a failure of Viator’s system and communication. They act as a middleman, but when something goes wrong, they don’t take any accountability! Save yourself the stress and risk. Book directly with local tour operators instead of using Viator.”

Helpful Report

Posted 4 days ago

“We booked and completed the Mount Fuji private tour on Jan 10, 2026. Faced with a quartet of the over-60 set, our guide Israr Iqbal proved exceptional in his promptness, professionalism, knowledge, and most of all patience. All four of us agreed that this was the best tour experience we can recall in terms of impact, education and cultural awareness. Recommend this powerful guide unequivocally!!”

Helpful Report

Posted 2 weeks ago

“BEWARE! We booked three tours 2 months in advance of our travel. We were sent tickets and reminders from Viator for all three tours. We never received any information that there was a problem. When we arrived at the hotel for our destination the company we had reservations and tickets for that day called and said they were not even open on that day. We called Viator and they didn't seem to know anything about the fact that the agency was closed. But we had a Viator tour for the following day. The tour operator for the next day never showed up and when we called, they also said they were closed that day. So we hired a local company for a day tour. Then we decided to try for a different tour our final day. We went on to Viator and saw that one company still had some tours with an opening. We booked one for the next day, thinking at this late date surely it would be a viable tour. The next morning we went to the hotel lobby to meet the tour at 8 am. No one showed, so we checked and Viator said they could come as late as 9 am to pick us up. At 9 am no one was there. We spent the last 4 days of our trip, and the only days in this particular country, waiting for Viator tours. In each case, Viator sent us reminders that the tour was happening and tickets to the tours right up until the day of the tour. They also sent emails asking us to rate the tours that didn’t happen the day after. We were so disappointed and lost a lot of what we hoped to see in that country. It was awful. BEWARE!!! From now on, we may look at the Viator tours, but will not book with them. We will note the names of the companies giving the tours and book directly with them. Viator obviously does not keep good communication with their companies and when we did call Viator about the problems they just referred us back to the local companies. No help at all. The tour we booked with the local company was on time and good. But all we booked with Viator were cancelled. The dates below do not allow for multiple dates. Our tours were from December 29-January 2, 2025.”

Helpful Report

Posted 3 weeks ago

“We booked a tour of the Falkland Islands for a cruise stop. Medical emergency for a passenger made the captain divert our stop. We cancelled our tour when we found out but it was less than 24 hours so they would not refund. They captain changed our schedule and informed us we would be going to the Falklands a day later than planned. I asked Viator to move us the that following day and they would not. We have several Viator trips left on the cruise but after this cruise, we will never use them again”

Helpful Report

Posted 1 month ago

“I booked a reservation for Area 15. The first two events I booked the transaction was fine. The third attempt at book an even went very different. Originally, the app displayed a calendar where you can choose the date, time, and price of the event. The third time there was no calendar. I mistakenly assumed that the booking was for the current date as there was no information pertaining to these details. After completing the purchase, I noticed the date and time the system booked was for the day after I was to leave town. I attempted to change the date and time to one they could actually attend the event. Customer Service said little more than “all sales are final & nothing can be done. Thus dispute the fact that there was availability on the date where I could’ve attended. If this as there approach for a transaction that’s less than $100,…then!”

Helpful Report

Posted 2 months ago

“Does not recieved service and they refused a refund”

Helpful Report

Posted 2 months ago

“I used their vendor attractions4us who gave me museum tickets and when I tried to use them the museum said they had already been used. I contacted viator and they could not get me a refund. Attractions4us has bad reviews online so viator should not be using them or provide refunds when their vendors are bad”

Helpful Report

Posted 2 months ago

“I would not recommend this company. The experience we purchased is not the same as the experience we received. Every activity was not as described in the Purchase. My daughter was told she could not ride the quad bike due to being 16 (yet the booking advises over 15 year old can and I have written proof of everything). and yet they have come back lying to me about the whole thing. Also, you are told on the day of the experience that everything is different to what you paid for and you also have to pay extra for a seating area. This is not my first time at a Dubai Desert Camp and this was awful compared to that. I wrote to Viator to give them the opportunity to apologise but they just came back saying they don't accept my complaint, end of. I will never book with this company again”

Helpful Report

Posted 2 months ago

“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

Helpful Report

Posted 3 months ago

“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.”

Helpful Report

Posted 3 months ago

“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.”

Helpful Report

Posted 3 months 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.”

Helpful Report

Posted 3 months 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”

Helpful Report

Posted 3 months ago

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

Helpful Report

Posted 3 months 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.”

Helpful Report

Posted 3 months 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

Helpful Report

Posted 3 months 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.”

Helpful Report

Posted 3 months ago

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

Helpful Report

Posted 3 months 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”

Helpful Report

Posted 4 months 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.”

Helpful Report

Posted 4 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

Phone:

Email:

Location: