Viator Reviews

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

2.1 Rating 1,185 Reviews

28 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.1

Based on 1,185 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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Amy Fleming

Sandeepkumar

Mari

117

Anonymous

Anonymous // 01/01/2019

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“I booked 6 tours in Costa Rica through Viator. Five of them were good, two of them were particularly outstanding. However, one of them didn't provide everything listed - it was a horseback riding tour that also indicated a stop at a Rancho where tortillas and fresh cheese would be provided. Alas, we only got horseback riding. The tour was great apart from the unmet expectations. Viator's excuse was that it didn't indicate which tour provided the food - well, yes, the tour I selected and paid for! - and declined the partial refund I requested. Invalid reasons and disappointing.”

Helpful Report

Posted 10 months ago

“I will never use aviator again. I booked $20K worth of tours with aviator as I traveled with my family through Europe. Very first excursion went south when only two people received tickets for the Sagrada Familia and everyone else had a confirmed reservation from Viator but the tour agency didn’t have it. Both Viator and the agency blamed each other. We adjusted on the fly but left Barcelona without seeing the site we were there for. 😥. We then travel to Paris only to get two tours canceled because of over booking. We were unable to do either tour. We travel to Normandy. Guess what? Viator canceled. Unlike Spain though the tour agency and Viator reach out to us. Viator tells us to reschedule with another company so we do. The original agency asked us if we still wanted the tour because Viator canceled the tour and they were not sure why. We told them no and Viator already scheduled us with another agency. 12 hours later Viator calls us to tell us the tour is over booked and only six people can go. We request a full refund but they decline be the tour is less than 24 hours from starting. I will never use Viator again!”

Helpful Report

Posted 10 months ago

“I had made a Reservation to ride the Cable Cars in SF. Upon arrival the Cars were NOT in working order. They stated this occurred on Sunday and here it is Wednesday and still not in Service. I notified Viator to request a Refund. I received an Email stating that I can do a "Bus" tour. Ummmm, that is ridiculous to offer that over the Historic Cable Car ride. Our hearts were set on the Cars. They also stated that they COULD NOT Refund my purchase ($165). You would think that they would have that info before they sell the Tours.”

Helpful Report

Posted 10 months ago

“80% of the time , tickets bought via or activities organized by Viator go well. However when locally a problem occurs, Viator doesn't support its customers. We booked a boat trip 5th July to the staten and liberty island NY. Because the local guy at the counter of the tour operator mad a screw up when scanning our tickets we were not allowed on the boat. A refund request was issued the day itself. We had to kindly ask for feedback 9 days later (because no reply from Viator). 3 days later a standard answer was issued that refund was impossible. When I kindly asked for details I got within 30 minutes (!) a standard text saying that everything was revised again (with thorough attention for details..) but the outcome was still the same. Clearly a text written by AI. This is not a professional way to deal with your customers.”

Helpful Report

Posted 10 months ago

“I never used Viator nor heard of them before. I booked a tiki party boat for 4 for for a small Bachelorette party. I booked 3 weeks in advance and the morning of, I log in to retrieve/screenshot the tickets for my party. I learned that morning that my party boat was CANCELLED. I called a representative, the Rep. Couldn't tell me the reason, but gave me the number to the actual party boat. When I called I was told that the time slot was taken and was reserved for a private party. I don't know why it wasn't blocked when I was booking. Totally ruined my friends Bachelorette party/experience. I was embarrassed. I will never trust nor use Viator again. I also have told my family and Friends and they too won't ever use this method for booking”

Helpful Report

Posted 10 months ago

“a below average company at best prices do to reflect service at all overpriced and underperformed we booked a private tour and to my surprise it was not private , the guide simply apologized and said sorry! as if this is good enough to make up for the extra money I paid essentially once you pay for an activity , you are at their mercy and there is no way to make it up we booked a transportation from Berlin airport to the hotel , when the plane was delayed , the driver simply left. no refund was issued and they simply said sorry this is a very overpriced company and not worth spending your money I will never use them again , better off going with local companies in the city you are visiting”

Helpful Report

Posted 10 months ago

“Horrible experience, horrendous customer service. Our Uber driver got mixed up reaching the destination, it happens. We missed the boat. The staff at the kiosque at the wharf was more than willing to reschedule, until they saw we bought from a third party. They can’t do anything in that case. I called Viator and explained multiple times, they were not willing to refund or reschedule because « it’s the policy ». We ended up losing 219$. The lesson and my advice is: don’t buy from a third party. I was amazed at how inflexible they were. Never again, never ever”

Helpful Report

Posted 10 months ago

“In June I traveled to Paris and previously purchased a Skip the line tour and Lift to the Summit to the Effel Tower. A few days before our tour we were told the lift was no working and we would get a refund but can use the skip the line portion of the ticket. When we arrived that day the lift was working and our tickets were not valid. We went to 3 different people working there and they would not let us use them. We eventually paid for our own tickets to walk up to the second floor of the Eiffel Tower. When I reached out to Viator . I was told to do a refund request. It was denied two times. I never did get my partial refund from my previously paid ticket. Very disappointing, first of all saying that the lift wasn't working when it actually was working that day and second that we paid over $150 and then had to pay an additional $14 per person to walk up the Eiffel Tower. Needless to say I will not be using viator them to anyone ever again.”

Helpful Report

Posted 10 months ago

“TERRIBLE company, totally unreliable, TOOK OUR RESERVATION MONTHS IN ADVANCE, THEN CANCELLED THE DAY BEFORE THE EVENT AFTER WE ALREADY TRAVELED TO THESE CITIES! They left our large group stranded on TWO separate occasions, once in NYC and once in KCMO. Ruined travel plans, no recourse. DON’T USE THIS COMPANY.”

Helpful Report

Posted 10 months ago

“I would advise against anyone using this reseller. Their website looks very professional, and given that they charge a very significant cost in intermediation fees, I assumed that they would protect customers against not receiving the service. However, this is not the case, even for a small service (around $35), this company scammed me and I paid a service that was not provided. Then they refused to refund anything, instead siding with their provider and providing no due process. If you want to buy a service with confidence, you can use a different more reputable company because buying from them gives you zero safety and is equivalent to buying directly from the provider. The situation was a taxi ride from the airport in Roumania. The airport is large, so the normal pick-up, where everyone is with signs, is at the exit of the gate, and for that reason the providers was provided (through the Viator website) with the arrival and flight. I arrived, waited, and there was no one, so I had to take a much more expensive taxi option. The provider to Viator that they were there but were in a different location of the airport, which was never given to me. Except that they sent a Whatsapp message on the same day while I was in the plane with no internet access (nor do I have internet access during internet during travel or even would know I was to be contacted with a non-standard pick-up place). They apparently share some of their own geo-location (completely unverified and which does not prove anything, as they do many pick-ups). Viator then concluded that it was on me to figure out, without any information to that effect, that I was to consult Whatsapp during my travel. Both company and Viator had days to contact me before the start of travel, and instead they relied on their own interpretation. I am frankly shocked by this, and I think anyone using Viator should know that if you have ANY issue (as low as a $35 ride), they will only ask the providers if they agree to refund, but never offer anything or provide resolution in the favor of the customer if there is a disagreement. Why we are paying them a 20%+ commission is a mystery.”

Helpful Report

Posted 10 months ago

“To anyone considering booking with this group let me sum up thoughts them to save you the headache we had. I would never recommend anyone use your service and plan on posting about it as soon as I can. Your prices are high, communications/customer service is extremely poor and care factor is non existent. Very disappointing on all score cards. Please do not book with them ever!!!!!”

Helpful Report

Posted 10 months ago

“They confirmed our tour once but apparently I was supposed to confirm our pick up spot twice which was unclear. They left us and gave no refund or credit.”

Helpful Report

Posted 10 months ago

“The guides from my experience are generally good, but incomplete information on where to meet up with group at start prevented me from joining group. Viator’s unwillingness to acknowledge that maybe instructions were not ideal and not willing to return any of the fee was disappointing. Furthermore, the lack of any attempt to call me to help me find starting point, even though they had my phone number was further disappointment. The customer service team I interfaced with should not be in customer service positions - ther were unhelpful and very cursory in analyzing the issue.”

Helpful Report

Posted 10 months ago

“Viator told my credit card company that we were not entitled to a refund because we completed the entire tour except for the cruise, which they canceled for potential flooding due to weather. I highly suggest that Viator is no longer recommended for any tourists because they did not stand by their policy and communicated very poorly. I honestly felt that we were taken advantage of because it was an international trip.”

Helpful Report

Posted 10 months ago

“Booked and paid for a Viator excursion in February for a cruise in June. Was informed the night before that our cruise ship could not dock in port. Canceled excursion immediately. Viator will not give me a refund. No reason, just "No". Here is their response: We regret to hear about the circumstances surrounding your refund request. Viator strives to make every attempt to address our customers' concerns. Unfortunately, at this time we are unable to offer a refund. Stay away from this company folks!”

Helpful Report

Posted 10 months ago

“DO NOT BOOK TOURS WITH VIATOR! My husband and I showed up 20min early for our Grand Canyon tour (as well as another mother/daughter group that we met). Our bus was supposed to leave Treasure Island at 5:20. We spoke to other tour companies that were picking up their guests and they said ours hadn’t come by yet - we were early. We all waited until 6am. No bus ever showed up. Viator refused to offer a refund OR book us on another trip the following day. Hands out the most disappointing part of our trip.”

Helpful Report

Posted 10 months ago

“My memories of Snuba Adventure are short and not sweet. We booked the travel and then clicked on the google maps link to go to the location from Viators confirmation page and you can see the photo that Viator sent me to. The place was closed and in the middle of town. This adventure is a scam, alot of people were showing up and frustrated because they got scammed as well. Please find your activity and book it directly with the service provider, do not attempt to use Viator to book activities. Good thing I can dispute this with my credit card company but why bother. Viator sent me the following message: Hi Trinity, Thank you for your patience. We regret to hear about the circumstances surrounding your refund request. Viator strives to make every attempt to address our customers' concerns. Unfortunately, at this time we are unable to offer a refund. We apologize that you were not able to fulfill your travel plans, and hope that we may be of service to you in your future travels. Regards, Prince Carl Viator Customer Service These crooks at Viator are the ones that sent me to the wrong location and they are refusing to give a refund. I recommend finding the place you want to book and then book directly with the service provider because Viator is a scam.”

Helpful Report

Posted 10 months ago

“BEWARE OF USING VIATOR! We arrived 50 minutes early. But we missed this experience and lost over $300 because the meet up instructions provided by the operator were too vague. Calls to the operator could not be connected. Calls to Viator went to their auto-answer system. Both refused to refund our payments. Viator even disputed the chargeback on our credit card.”

Helpful Report

Posted 10 months ago

“NEVER NEVER Book with this company! They are a foreign site and do not provide any kind of customer service! False information on their website!!!!”

Helpful Report

Posted 10 months ago

“Don’t book through Viator, they charge substantially more than if you book directly with the tour operator.”

Helpful Report

Posted 10 months ago

Viator is rated 2.1 based on 1,185 reviews