Viator Reviews

Name: Viator
Address: 360 3rd St #400, San Francisco
Rating: 2.14

2.1 Rating 1,176 Reviews

28 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.1

Based on 1,176 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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Mari

Viator 1 star review on 25th January 2025

Colby

Viator 1 star review on 11th January 2025

Douglas Belaire

Viator 1 star review on 5th January 2025

Haydn Thomas

112

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

“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 21 hours ago

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

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Posted 2 days ago

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

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Posted 3 days 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.”

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Posted 4 days ago

“Schlechter Service, kein Geld zurück bei Tourausfall”

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Posted 1 week 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 week 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 week 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 week 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 week ago

“We booked a “recommended” catamaran tour in Cozumel with a reputable tour operator (Fury) through Viator on my Booking.com app. You can find varios prices for the same tour all with Viator so we booked the best price we could find with taxes and fees included. After we booked we were advised by Viator via WhatsApp that we had to pay $$$ extra to liquidate the tour. So we ended up paying almost half more of what we originally paid. It was also advertised by Viator that there was a 25 person limit but there were 70+ people on-board the catamaran. The times advertised for the snorkeling stops were too short (30’mins would have been enough with a small group) but with so many people the lines were long to get into the water. We also had to stop at another resort and pick up more people and that was not part of the advertised itinerary. We lost time there in both legs of the trip. They also promised an hour at a beach club with hamburgers and French fries included but we spent a better part of 20 mins in line just getting off the boat and waiting in line again on land (another 10mins) only then to receive a burger and a bag of plain chips. By the time we finished eating (maybe 10 mins max) my family literally had 5 mins to enjoy the beach club facilities before they started calling us all back on the boat (water sports, inflatables water slides and trampolines were almost entirely not used by anyone on the tour as there was no time). Our youngest son was extremely disappointed as he had zero time and he only took maybe 5 mins longer to eat. When we asked the tour guide he told us that they have to rush everyone or they’d be late dropping off the group from the resort and then late again dropping us off. Everything was so rushed and we felt that they were just herding us around. It was the opposite of relaxing. We spent more time in the boat than off. If our group had been smaller (as advertised) I believe things would have been smoother for everyone and we may have had time to enjoy it. We were also told by other passengers who had booked directly through the Fury website that they were not charged additional fees and they paid less than we did. We thought that by going through supposedly reliable booking agencies like Booking.com or Viator we’d be getting a great deal and a guaranteed fun-filled experience for our family. We were extremely dissatisfied and disappointed with this tour and the lack of transparency. After this experience, we feel cheated and will not be reserving any tours through either Booking.com or Viator ever again, nor will we be recommending either of them to anyone.”

Helpful Report

Posted 2 weeks ago

“Very deceitful with pricing. Thought I was paying in NZ dollars, as I purchased something in NZ and got charged USD dollars, so paid almost double. There was absolutely nothing to say it was USD dollars. Customer service was extremely poor and rude.”

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Posted 3 weeks ago

“Ordered a self guided audio tour in Sedona AZ through tripadvisor, which was a viator tour, tried to access via three different apps including the viator app and another they recommended. Worked on this over an hour before cancelling in their 24 hour window, then received an email saying Im ineligible for a cancellation because I could have downloaded the app. Truly amazed at this response.”

Helpful Report

Posted 1 month ago

“bought 6 tickets to venice of america cruise. turns out they have 2 cruise operators using the same name. went to the one i thought i bought based on gps and wonderful reviews on the internet and low and behold there is a huge sign saying "venice of america" cruise our 31st year. but guess what ! i got booked on riverfront cruise using the name venice of america. the operator told me that they are using the name and scamming people .my 5 guests and i purchased tickets and had a great time but viator wont refund our money. they should be responsible for vetting the vendors on their platform never again!!!!!!”

Helpful Report

Posted 1 month ago

“Horrible customer service. Would not intervene with a tour company that did not render services and refused to refund the cost of the tickets. Only offered to give us another date that was ironically long after our vacation was over and we had to return home. Viator stated that all they could do was appeal to the company to reconsider (which led nowhere) even though they realized the circumstances placed us as the victims, but that they had no leverage.”

Helpful Report

Posted 1 month ago

“Very disappointed. Didn’t manage to attend one of the tours as we were stranded like many due to the closure of Heathrow. No refund given, goodwill gesture or even voucher. They said we needed to give 24hrs notice. Very difficult when the airline didn’t give us 24hrs notice.”

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Posted 1 month ago

“We use these guys yesterday for Arlington and Washington DC. Truly a miserable experience. Once we got to old town trolley they had to look up our reservation to find it because via tour information didn’t show up. Overall very bad experience and we not use these guys again deal direct with Old Town Trolley Tours DC.”

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Posted 1 month ago

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Posted 1 month ago

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Posted 1 month ago

“I had a terrible experience with Viator. I booked a private tour for 80 euros, but the provider changed the time and offered me a group tour instead. I agreed, but they never informed me of the price difference, even when I asked. Later, I found out that the group tour costs only 25 euros, meaning I overpaid by 55 euros for a service I did not receive. I requested a partial refund for the difference, which is only fair, but Viator has refused multiple times, even after reviewing my case. This is completely unacceptable and unprofessional. They took my money and refused to acknowledge the issue. I expected better from a company like Viator, but this experience has been disappointing. Be careful when booking with them, as they clearly do not care about fairness or customer satisfaction. I will never use their services again and do not recommend them to anyone.”

Helpful Report

Posted 1 month ago

“Really bad service. No one wants to follow up on my issue. No communication. I bought a ticket to the Petronas towers and it said it would deliver ticket to my hotel but didn’t give me the opportunity to say what hotel. Got into Viator chat, gave hotel and said company would be in touch…,., nothing. Spoke yo Viator chat again and asked yo follow up nothing….. Do not use Viator”

Helpful Report

Posted 1 month ago

Viator is rated 2.1 based on 1,176 reviews