Viator Reviews

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

2.1 Rating 1,226 Reviews

27 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.1

Based on 1,226 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

“We booked a tour from Cancun to Tulum. Our shuttle driver never picked us up. When I called customer service, they said we were “no show” for pickup. We were out there at 7AM for a 7:15 pickup. Not once did a shuttle driver ask for my name like 99% of the other shuttle drivers. Apparently they expected us to approach them and ask each shuttle driver if they were there for us. No phone call, nothing. When I called they refused a refund because they said we were a no show although it was them who didn’t express due regard. They then tried to charge me to reschedule. No thanks! Feels scammy, I don’t recommend.”

Helpful Report

Posted 4 years ago

“If I could give a zero star to Viator I would. Buyers be aware. Viator is an irresponsible company to do business with. Booked a one day tour in Costa Rica through their web site. Fully paid. Requested their local touring company to contact me to finalize transportation details. Never heard back from the local touring company. Next day contacted Viator. I was instructed to go to a specific hotel in San Jose, and was given confirmation that Viator had confirmed hotel pickup at 5:00AM. Since the hotel was far from my residence, decided to book a room at the hotel and drove 2hrs to get to the hotel. Upon my arrival to the hotel, I reached out to the local touring company just to confirm that I am there and expect to be picked up the following morning at 5:00 AM. No response. At 8:00PM, contacted Viator again to let them know that I had still not heard confirmation from the local touring company. Viator rep tried several times to get a hold of the local touring company as well without any success. Viator rep told me to go to the lobby area of the hotel at 5:00AM, and if no one shows up to call Viator again. Woke up early, went to the lobby area at 5:00AM, no signs of transportation. Called Viator again and was told to wait in the lobby are till 6:00AM and call them back if no local transportation did not show up. Called Viator at 6:30AM, and they still can't get a hold of the local touring company. After being issues a refund, the agent has the audacity to try to sell me another day tour. No thank you. Complete waste of my time and extra money in trying to arrange a meaningful tour while vacationing in Costa Rica. Do yourself a favor, do not by any means do business with Viator. They are irresponsible, only interested in money, and they will leave you more frustrated and angry than is worth.”

Helpful Report

Posted 4 years ago

“Word to all my fellow travelers: never ever ever book a tour or anything with Viator.com!! I stupidly decided against better judgement to give them another try thinking the disaster on my Belize trip last year was a fluke. It’s not. They are the absolute worst and they are not at all invested or concerned with your experience as a customer. This is the second time a tour operator no-showed on me the day of a booking, effectively ruining my entire day. I can’t dive at all in the DR now thanks to them as I fly out Friday. I paid in full, have a VM confirming my pickup time and place and yet the tour operator is claiming I never confirmed after they left a VM at 9 pm the night before (I’m in a foreign country and don’t have cell service duh!). No email, or response to my text, they said we will pick you up at 7:30 am in the lobby of your hotel and then never came. Wont give a refund because they claim they called “numerous times”. Had to call Verizon who indeed confirmed they called once at 9 pm and left one VM. Viator is refusing to refund me because they back the tour operator even though, I as the PAYING CUSTOMER have proof they are lying. Capital one will come to my rescue and get me my refund, but please please please save yourself the disappointment of a ruined vacation and never book with them!! They also won’t allow me to leave a review on Tripadvisor...just buffers indefinitely. This is how these mega million companies treat hard working patrons and avoid bad reviews!! By Kelly Zier Veterinary Professional on Vacation Feb 2021 Dominican Republic”

Helpful Report

Posted 4 years ago

“We booked a “ Barron River Half-Day White Water Rafting from Cairns” experience through Trip Advisor owned Viator and received a full confirmation and tickets on email. On the day of the experience we found out that the service provider never got a request from Viator and could not accommodate us as they were all booked out. I called Viator and they said their system may not have been synced with the service provider’s system and there is nothing they could do except issuing a refund. Seriously?! For such an establishment tour organiser, such a juvenile response and no accountability for system failure? I was hoping for a bit more accountability and compensation for ruining a day of my trip. We have booked through Viator and Trip Advisor on several occasions but will be taking my business elsewhere from now on. Disappointed!”

Helpful Report

Posted 5 years ago

“Sunset boat trip with BN boating Miami was canceled last minute. I recommend staying away from this booking service. Very unreliable”

Helpful Report

Posted 5 years ago

“I booked. 4 tickets to the Count's Kustoms tour in January of 2020 for a trip scheduled in late October. It was to include a meet and greet with the show cast. My wife,friends and I looked forward to this for almost 9 months. The week before my trip I happened to go to the Count's Kustoms website and see that this tour had been canceled. Viator did not connect with me I had to call them. When a company takes almost $400 and then does not tell you that your tour has been canceled I find that to be pretty shoddy service”

Helpful Report

Posted 5 years ago

“TERRIBLE CUSTOMER SERVICE! Do not book anything through this company. When you email them asking a question/concern they will pass you off from person to person and ignore your questions/concerns and are extremely unprofessional. There advertising is inaccurate and not anything you expect/pay for.”

Helpful Report

Posted 5 years ago

“Worse Third Party Con artist ever . They took our money for a wine tasting event that was shut down by the owner of company since March. The owner admitted that they spoke to Viator and told them they would be closed until further notice . Kier Carter the owner of Hells Kitchen Theater District is extremely upset and disappointted that Viator is doing business in such a fraudulent manner taking hard working Americans money. This is a hardship to my family and friend.”

Helpful Report

Posted 5 years ago

“Suite a un problème de paiement de factures avec VIATOR, ma banque ma confirmée que les paiements n'on pas etait versés sur mon compte. J'ai pris contact avec VIATOR par tous les moyens et solliciter qu'ils m'envois le MESSAGE SWIFT M-103, pour que ma banque détecte où les paiements sont bloqués , sans résultat. Je demande de me mettre en contact avec un résponsable qui peux m'aider à résoudre le problème.”

Helpful Report

Posted 5 years ago

“Viator is like a kind of company which encourages the criminals and cheating behaviors there. Sebastian W, a devil and villain is even working for Viator and help this company provide the fake and wrong itinerary information to the customers. Beware! Stay away from Sebastian W and this company.”

Helpful Report

Posted 5 years ago

“We are very unhappy with the company Viator (Trip Advisor Experiences). It is the worst company to use, both for vendors and customers. There is a lack of current information and the service is very bad. We will never use them and recommend all others to avoid this company. Book directly with the businesses for better treatment and better prices!”

Helpful Report

Posted 5 years ago

“03/11/2020 I am a very, very frequent traveler. I fly somewhere to speak, several times a week, every week. On my free time it’s not unusual for my husband and I to lead tours abroad. Unfortunately, my friends and I had to cancel our trip to Portugal, Spain and Morocco, due to the corona virus/global pandemic. We did not want to cancel, but with announcements from the CDC not to travel internationally and/or the possibility of mandatory quarantine hanging over our heads, we decided to cancel. Everyone, EXCEPT Viatour worked with us to cancel or refund our trip. The Viatour tour operator for The Alhambra and General Life tour refused to refund us, or credit us for another tour at a later date. Here is Viatour’s response to our request for a refund or credit. We will Never, Never use or recommend Viatour again. Hi ——- Thanks for your message about canceling your upcoming Alhambra and Generalife Private Guided Tour in Granada booking. Unfortunately, all sales are final and incur 100% cancellation penalties per the listed Terms and Conditions of this activity. Our local tour operator does not allow us to refund or adjust any confirmed booking, including changes to the date, activity details, or number of travelers. Your reservation remains confirmed. We appreciate your understanding. Regards, ————— Viator Customer Service”

Helpful Report

Posted 5 years ago

“We paid $333 through Viator for a tour of the Colosseum in Rome the middle of April this year. Due to the Coronavirus and most of Italy being shut down, as well as US warnings about not traveling to Italy, we cancelled our trip. We booked this tour through Viator because of their advertised cancellation policy. We always book with cancelation options because of unforeseen issues. We have received full refunds and no hassle cancellations on everything except this tour through Viator which tells us this is not refundable. We contacted the tour operator City Wonders, and they said they couldn’t help us because it was booked through a third party. We also had booked another tour directly through City Wonders and they promptly, fully refunded our money for the Vatican Tour. Lesson learned! Book directly through the tour operator and not Viator. Don’t believe Viator’s advertising of ease of change or cancellation! Per their ad, this is what was advertised to me, by them. ”Check it out—we’ve put together some Rome recommendations to make this your most memorable trip yet. Plus, Viator has guaranteed low prices, flexible cancellation, and around-the-clock global support, so you can feel confident you’ve created the best itinerary—even if you need to make a change.” I guess just losing $333 isn’t bad considering the risk of a serious illness, but I do consider Viator to be using false advertising and will not use them again!”

Helpful Report

Posted 5 years ago

“Debited my account for over €125 for Auschwitz trip and sent no tickets, details or confirmation email. This bunch of cowboys are also linked to Krakow Direct who collect CASH at the end of their tours. NEED I SAY MORE!!!!”

Helpful Report

Posted 5 years ago

“I’ve used Viator before several times and never had an issue. However, the issue I had this time and the treatment I received from Jennifer, one of the supervisors from customer service was enough that I won’t ever use their services again. According to my original booking they were suppose to charge my card on a specific date, there was no indication that my card would be charged earlier. The booking even said “Your card will be charged in 8 days (on 02/07/2020)”. They charged my card the day before without prior notification so I was unable to transfer money to my account in time and they cancelled my booking. When I called to ask if they could reinstate it they said I’d have to do the booking again but this time it was at a higher price. The excuse they were giving me was that the tour vendor raised the prices. However, when I called the vendor it was the same price as before! When I spoke to Jennifer, I asked her for an email or some contact information to a higher supervisor or corporate and she lied to me and said she didn’t know any! How absurd! She said she couldn’t do anything for me, and if I wanted to book solely with the vendor I should do that. She did not even try to assist me! It wasn’t like I was asking for a cheaper price than what I was originally quoted, I just wanted to pay what they originally quoted me when I first booked the tour. It was their mistake they charged me ahead of time and cancelled my booking so why was I being penalized for it. Absolutely horrible customer service and behavior by Jennifer, a supervisor of the customer service department. I will never use Viator again, and I suggest others to book your tours elsewhere as well so that you don’t have to deal with the trauma and heartache of spending 2 hours on a chat and a phone call trying to sort out an error on their part, and in the end be treated like you’re not a valued customer. This tour was going to be the highlight of our trip and now it is absolutely ruined by Viator and Jennifer, a supervisor of the customer service department.”

Helpful Report

Posted 5 years ago

“We booked a sailing trip to Rottnest Island. When we arrived at the jetty there was no yacht there. We called operator Wind Cheater Charters. They stated the booking info arrived late. Clearly they decided to just ignore it. While I acknowledge the fault lies with Wind Cheater Charters, VIATOR has not refunded our $400 despite the operator cancelling the trip (after failing to turn up!) On 24 January.”

Helpful Report

Posted 5 years ago

“Just done 2 trips that have been booked… Just done 2 trips that have been booked through Viator and are currently sitting in airport waiting to go on next trip which we have booked through them also , We have paid top dollar for the convince of using them as we are short on time and didn’t have the time to shop around with the local tour companies , we wanted everything booked in advance 1 st trip we ended up paying nearly double what we would have paid if we paid directly to the tour company on arrival in el chalten 2nd trip again paid over double what we should have paid if we booked locally, what makes it even worse is we were put on the cheapest tour in town - a comfortable 4x4 trip ended up being 7 people with baggage crammed into a car with not all the windows operating, and arriving at accommodation it was a really low standard, toilet and shower waste dumped directly into swamp below , however the guides and staff were really good- the money we paid should have gone to them We are waiting to go to salt flats in Bolivia unsure of what to expect next , I will be contacting Viator soon asking for an explanation I have traveled extensively over the years and normally without a time constraint, thought it was a good idea to pre book everything but definitely the wrong decision AVOID using Viator - put your money into the local community rather than the pocket of someone else”

Helpful Report

Posted 5 years ago

“I have received the worst service from Viator, I had booked a private transfer from Rio airport on 5th January 2019. Upon arrival there was no one to pick us up despite this been paid for, I waited for around 30minutes and tried to ring to tour company Viator use to provide this service, there was no answer, I think rang Viator from my UK phone to an American number as I had no choice other than to do this. I spoke with a guy from Viator who assured me I should wait in the arrivals and someone would be coming To collect me. An hour and 30minutes later still no one came I rang again and spoke with a lady who kept me On hold over 25 minutes to tell me she couldn’t get in touch with the tour company and I would have to just get a taxi and they would refund me. To add to this terrible service I had waited all this time, the lady on the phone said she would reimburse me for the additional Taxi and pay the costs towards me phone bill I incurred because of having to ring them (this cost is £45 for the phone bill) she said I just needed to fill out an email and send evidence of these costs, when I sent this I received a reply informing me they would not be reimbursing anything and “this decision is final” I am disgusted in this service and will NEVER use this service again! If anyone has used them before and maybe has any ideas of how I can try and get this reimbursement please can you give me some advice as I am determined to try and get this money back for my phone bill. I have now emailed them the evidence of the phone call costs from my phone bill and they are still refusing to pay anything despite the phone bill being their fault. They even said in their last email they have already offered me a £25 voucher to use with Viator! Their service is laughable and disgusting DO NOT USE THEM!!”

Helpful Report

Posted 5 years ago

“Garbage! Just book elsewhere!!! So does anyone know what’s going on at this company? No! Booking confirmations have bad info. When clients are asked to “confirm” as instructed, they can’t. Their customer service is garbage, rude, ignorant and hang up on people. I have been told my booking “issue” would be resolved this am and here we are almost 24 hours later, several phone calls and emails and nothing! Their customer service is useless and calling is pointless. Once they have your money, you’re screwed. Avoid at all cost because you’ll be disputing with your credit card company in the end with these idiots.”

Helpful Report

Posted 6 years ago

“Viator is asking details over call. credit card details which is against law.”

Helpful Report

Posted 6 years ago

Viator is rated 2.1 based on 1,226 reviews