Viator Reviews

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

2.1 Rating 1,188 Reviews

28 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.1

Based on 1,188 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I booked a tour for Kyoto with English speaking Gov. licenced guide. I was on a cruise. The cruise port is Tempozan, osaka. They had pickups from different locations and I chose the Tempozan. I was cruising Celebrity line. Two days before the tour, they charged my card. But nobody showed up at the cruise port Tempozan. When I called the number on the ticket voucher, I didn’t get any answer. I waited over an hour without being able to contact anybody. In a foreign country without speaking Japanese I was bewildered. But when I contacted viator, explaining everything, they didn’t return my money $180. I was really very disappointed at viator for including such bad supplier. Later i found out the supplier and their review is awful. The supplier of the service is Konichiwa Japan. Very disgusted customer in USA -Lily Misra”

Helpful Report

Posted 11 months ago

“My booking was cancelled for no apparent reason. The original reason was because of the "weather" but during the shoot time the weather was cleared and sunny. Then it was stated it was canceled because the water wasn't looking good. Very disappointing because this was for my birthday memories.”

Helpful Report

Posted 11 months ago

“We patiently waited for our tour. There was a football match in Frankfurt. When the tour guide arrived over 40 minutes late he gave us so much attitude. He was clearly upset about traffic, complaining about everything, he made us feel so uncomfortable that we did not want to go with him on a tour. At one point he said “you could not have picked a worst day to take a tour”. Are you kidding me? Additionally Viator never refunded us our money even after explaining this terrible experience. Nobody would have gotten in that van after that, hey take zero responsibility.”

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Posted 11 months ago

“Go somewhere else for a quality customer service interaction from start to finish. They downright suck.”

Helpful Report

Posted 1 year ago

“Do not use, they do not vet the company's these book with. I booked parasailing in South Padre and when me and my family get to the boat we notice the operator has a Trump hat one, not that big of a deal, but once we get out on the water and get hooked up the parachute has Trump on it also, in huge letters, so we have to take pictures with a Trump parachute. Trump is Vile and we were not pleased. But Viator says oh well.”

Helpful Report

Posted 1 year ago

“First and last time I will use Viator. Booked a tour to visit the Grand Canyon while we were in Las Vegas. Two nights before the tour my husband started feeling ill and by the next morning, he demonstrated all the symptoms of COVID. Since he almost died in 2021 from COVID complications my first priority was to get him home to his doctor. He is 86 and has health issues. I got the hotel canceled and Uber picked us up as I was with the airline getting our flights changed to fly home. After we got checked in, I notified this company about cancellation of our Grand Canyon trip the next day. Because I was 22 hours from the trip not 24 hours, they refused giving a refund (even a partial one). When we arrived home and got my husband tested he did indeed have COVID. After going back and forth with the rep from Viator including documentation for the positive COVID test, Viator still refused us a refund. Thanks for caring so much for your customers... this was my first and last time to use your business.”

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Posted 1 year ago

“VIATOR: Most TERRIBLE EXPERIENCE booking our tours with your company!! We will NEVER USE YOUR COMPANY AGAIN. I sent them my phone number to your customer service tl get in touch with me, I asked for your tour guides’ numbers to be able to coordinate. Your company never responded and we missed two of the tours we booked through you!!! We lost all our money, customer service never responded and this company has the worse customer service I’ve ever experienced!! I will NEVER EVER AGAIN USE VIATOR!!! Get Your Guide is so much more efficient, organized and customer service is the best. Viator is HORRENDOUS.”

Helpful Report

Posted 1 year ago

“Impossible to get help. Endless amount of computer run around. Trying to book a tour in Yosemite in September and had to speak with someone whose accent was so heavy it was impossible to understand. I ended up with a booking in July which they tell me is nonrefundable. I will never use this trip advisor or viator again”

Helpful Report

Posted 1 year ago

“I booked an excursion from them in Mexico . The company that had to pick us up from the hotel didn’t showed on the day of the excursion . We requested them for a refund but they denied . I would definitely advise everybody to book any excursion or trip when you are at the hotel but not from them . Very unprofessional service .”

Helpful Report

Posted 1 year ago

“They are just a place for scammers and maybe they are part of it, I had the worst experience with one of the companies, they offered us an excursion on Punta Cana, and they gave us totally diferent trip, they took us to doesn’t places, they just cut the trip time to the third they treated us as animals, we were almost 12 people in the trip who complained , and what Viator did? They sent us that they asked the compnay and they answered that the 12 passengers are lying and they did everything as in the itinerary, so Viator just closed the case based on their answer !!!! Don’t use this fake website”

Helpful Report

Posted 1 year ago

“BR-1085582109 Dear Viator, With reference to my conversation with Customer services representative "Anna" at 14.03 hrs on 1st June 2024 , having Just returned from my Honeymoon to from Wales to Turkey - Istanbul and Cappadocia. As a previous loyal customer of Viatour for my holiday excursions all over the world I am absolutely annoyed and frustrated with what one of your tour operators "Sun Smile Travel", did to us 11 hours prior to our , once in a lifetime balloon ride experience, having already arrived from Istanbul to our Hotel in Avanos/Cappadocia at 11.00 hours on 26th May 2024, to get an email CANCELLING our balloon flight, with no explanation or alternatives at all ?? As you can imagine and will see from the photo screenshots, our Honeymoon was a very special Holiday, which was booked and fully paid (non refundable) 6 months prior in November 2023 for May 2024 Honeymoon. We were already in our Avanos Hotel "Sofa Hotel", settling down and planning an early night on 26th May 2024 ready for a 4-5am pickup on 27th May 2024, when the email arrived. We were really annoyed and frustrated and what made it even worse was that we immediately tried to book a different tour for the next morning BUT as you can imagine, being a very, very popular tour, everything was either fully booked until June 2024 or an exorbitant prohibitive price (around 550.00 GBP if we could get one at all?) - considering we had booked 6 months in advance @ 248.23 GBP this was well over double price. Now considering that the whole point of booking and paying early was/is to lock in the best available price at the time of booking, plus paying "upfront" a non refundable full price, I would be very annoyed if the tour company had cancelled 3 weeks or so before, but 11 hours prior to balloon flight ? that is just "sharp practice" by the tour firm - ie - kept our money for 6 months and then when same tour was over double the price to cancel at last minute - IS UNFORGIVABLE and I hope that Viatour come down on this company (Sun Smile Travel) in the firmest possible way. After trying to book a replacement balloon flight for the next day (had to be that day as we had other viator excursions booked for 28th and 29th May 2024 and NO time left in Avanos before the flight back to Istanbul / London on 30th May 2024) the only alternative was to book through the hotel we were staying but still paying 480.00 GBP (almost double) I therefore, would like to make a claim for compensation from this company / via / viatour as the stress and shambles spoilt our Honeymoon really. Please find enclosed attachments Yours sincerely Mr Lewis ---------------------------------------------------------------------- Dear Viator, As it has now been 7 days since I was advised by your customer service team on the telephone to send all relivent details / proof / photo screenshots / etc to yourselves without ANY response at all ??? I think that it is disgusting and so unprofessional to not even receive an acknowledgement of my email complaint ? no reference number ? in fact nothing at all ? Surely as a valued customer (or I hope that's what I am?) this is not good enough, notwithstanding my two complaints against one of your companies you use. Please contact me on the above matter with urgency and explain what is being done about compensation going forward ? Regards”

Helpful Report

Posted 1 year ago

“Canceled my tour the day my family and I are flying to Italy… I reserved it months in advance as I knew its a popular tour. Now I have no way of reserving it as everything is sold out. Gave me a bs excuse of why they canceled. I later read all the reviews about Viator how they sell fake tours and then cancel last minute all the time. Will never use Viator again. Such a disappointment.”

Helpful Report

Posted 1 year ago

“DO NOT book with this company. Booked prior to visiting city and operator provided incorrect information at time of booking which resulted in me being unable to attend tour as planned on the day. When calling them they haven’t got a clue what they are doing and cost me £55 to speak to them with no solution. The tour guide called me and advised not the first time they have had this with Viator, I requested a refund and currently says rejected when Viator double booked the ticket!! Customer service worst I have experienced and would need use them again as no trust and see from previous reviews they are robbing people left right and centre.”

Helpful Report

Posted 1 year ago

“Many of the postings on Viator are a scam. Viator will then cancel bookings without notifying you. Was also severely disappointed in the Viator customer service reps; when I called to express the concerns about a fake listing and that the operator doesn’t give appropriate notice, they hung up on me twice and refused to take this listing off the website. I honestly don’t think I’ll use Viator again for booking experiences as they have no investment in the operator doing a good job and don’t have accountable customer service.”

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Posted 1 year ago

“I have been using Viator for over 15 years overseas with good to great results. My first time stateside was not so good. Booked a 4 day Giant Ring Trip out of LV, they put us on a Asian Only trip, most did not speak English, the ones that did ask us why we where on their tour. We felt isolated and at first not wanted. Tour guide tried to make the situation as good as possible, but why didbthis happen. I will not use Viator again”

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Posted 1 year ago

“My family and I traveled to Chicago, to celebrate several birthdays, and wanted to take a boat ride down magnificent mile. When we arrived 45min early we asked the attendant for directions to the accessible entry. (We had a baby stroller and two wheelchairs) The attendant told us what floor to go to on the elevator and that we would see the ramp. GREAT! We thought. The ramp took us to the other side of the building, outdoors and in the rain. When we returned to the attendant in the booth and asked her about her wrong directions she stated " I thought you said you wanted to go upstairs". Because of her misdirection we missed our boat ride. My mother and brother who has MS felt as if Because of them being in a wheelchair we missed the boat ride. No, we missed the boat ride and we're sent walking in the rain because of the attendant. Now the company is refusing to give me my refund. This is ridiculous!”

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Posted 1 year ago

“If I could give no stars I would! Me and my husband decided to book a dual tour in Cabo San Lucas and he was seriously injured and had to be rushed by ambulance to the hospital . We could not finish the tour shortly after we started. The place we had our tour with put in a refund request on our behalf without us asking. Viator sent an email denying their request. This company shows no compassion or empathy for others and I strongly suggest that you book directly with the company instead of trip advisor (viator)!”

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Posted 1 year ago

“Horrible customer service. Ticket link sent in app would not open tickets purchased. Called the number on voucher. Voice recording stated the company ceased operations on May 13th, 2024 and would no longer honor reservations. We purchased tickets for 2 adults and 1 child for over $200. Called Viator customer service. They were of no help. They contract with these vendors but do not stand by when vendors cease operations. Going with another vendor next time!! Or better yet, buy directly from Kennedy Space Center!”

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Posted 1 year ago

“Viator cancelled my booking last min due to a glitch on their website. I ended up losing 360SGD (250USD) due to the currency conversion during refund and they refused to compensate me for their error.”

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Posted 1 year ago

“Purchased a ticket to climb to top of Eiffel tower ticket never received when I finally got onto the 3rd person for help they sent a link after our departure time this meant we couldn't do the tour Have tried several ti.es for a refund no success or no response at all Avoid at all costs”

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Posted 1 year ago

Viator is rated 2.1 based on 1,188 reviews