Viator Reviews

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

2.1 Rating 1,187 Reviews

28 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.1

Based on 1,187 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The Tuk-Tuk we booked with Viator CRASHED into a car door 25 minutes into a 1.5HR tour of Porto costing £37. We wasted hours at the scene supporting the driver, then when we requested our refund we only received £5! Obviously, we queried it but customer service was completely unhelpful. They never even asked if we were OK after the accident! What a joke of a business. Having now read reviews about them, I see that they hate returning money. Avoid.”

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Posted 3 years ago

“This company is problematic . Viatour just adds extra cost and has no infrastructure. I lost my payment due to the cancellation policy. Do not book through them go to the local tour company directly and you will be much happier.”

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Posted 3 years ago

“Have always had positive experiences using Viator.”

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Posted 3 years ago

“Don't expect to get your money back if your excursion is a last minute cancelation. Customer service was not helpful at all!”

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Posted 3 years ago

“Via tor tours failed to provide the right time they will pick me up from the hotel . The website mentioned a 2 pm pickup and they called me at 1 pm. I was moved to a 4 pm trip with 2:45 pm pickup. It’s 3:30 pm and I am still waiting in the hotel lobby. They have absolutely 0 liability. Another example of how inefficient New Orleans tours have become after the pandemic.”

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Posted 3 years ago

“Not only are they extremely unprofessional, they believe they Re beyond reproach. After one of our party tested positive we asked to simply be rescheduled rather than expose the entire group. They stated this was not a valid reason and would not reschedule us. I don't recommend using them”

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Posted 3 years ago

“Viator does not abide by cancellation policies, they are rude, do not abide by FTC guidelines, it is difficult to get a refund even if no service was given. Please know your rights if you book with them (which I do not recommend that you do) and do not be taken advantage of. Book directly with guides and do not use Viator. Predatory or threatening emails is not a form for quality customer service, book elsewhere.”

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Posted 3 years ago

“Booked a car at Charleston airport. They were a no show. Find another car service.”

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Posted 3 years ago

“I am currently in lower antelope canyon. All of the tour guides know that when you book with this company they don’t provide you with an address to the location. So we drove to 4 locations to find it and they all told us that this is very common with you company. If I don’t get a refund I will never use this again. You tickets don’t pull up at all The confirmation numbers are not in any system The location had my name on a piece of paper. Stressful way to stay our vacation”

Helpful Report

Posted 3 years ago

“They really dropped the ball w/ Itinerary # IT-1251591586 - The tour operator CHANGED the location to across the street.... I had no way reasonable to know--and then he left w/ out me when I found out calling him at 8:00 and ran across the street at 8:01-- because I was 59 seconds "late" --even though I arrived at the CORRECT address 15 minutes early. Viator is a booking site but they won't help the consumer when their tour operators defruad you..I reached out and they gave me a bogus stock reply and a small coupon.”

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Posted 3 years ago

“My holiday to the USA got cancelled due to covid in 2020 and Viator agreed to rebook my tour on a later date but when we wanted to rebook they would not reply after 6 months of trying.”

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Posted 3 years ago

“Don’t do it! Even if you can use your reward points…not worth it!! Booked two tours through them in the Dominican Republic both were like a bad dream! The 1st tour was just safety concerns and an overall rough experience and the 2nd was a fishing tour, 4 ppl got sick from other parties and they turned the boat around. Which is understandable, but we didn’t even get to fish and I’m still going to be charged??? How does that make sense? Wasn’t our party that was sick. They can’t even do the right thing and partially refund, something?”

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Posted 3 years ago

“Thank you to our Haunted Austin Walking Tour Guide, Daylin. What an enjoyable evening learning about historic Austin. Daelin shared interesting folklore and exciting ghost stories as he took us to various sites in the city. Highly recommend!”

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Posted 3 years ago

“DO NOT use viator! Worst website ever! I have booked countless experiences here and will not recommend it any longer. I recently booked a tour in Alaska and entered my pick up location in. The tour company INTENTIONALLY contacted me less than 24 hours before our tour to tell us that they cannot pick us up at our location. Viator now tells us we will not receive a refund of $450.00 back even though we did not attend the tour nor was this our responsibility. It lies on the tour company and Viator to double check and let their patrons know ahead of time if the pick up location is out of bounds. How would a tourist know if they could or could not pick up at a specific location? Crazy. So horribly unprofessional. I do not often write negative reviews but this one was a MUST! Funny thing is a viator agent specifically told me I could not receive a refund so viator “replying” to contact them to resolve this issue is all for show. I can’t reply to their comment personally on here so I wanted to give future clients a show as to how this company really operates.”

Helpful Report

Posted 3 years ago

“Very unhelpful customer service. I wanted to reschedule instead of cancel my reservation- instead they wouldn't let me do either because due to their lack of timely response my reservation fell into the 24hour window when i finally heard back from anyone. Wouldn't accommodate anything accept collecting the full amount for a tour I was unable to go to. Unhelpful, doesn't accommodate, poor communication. 0 stars”

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Posted 3 years ago

“Worst travel experience of my life Worst travel experience of my life! Viator left me stranded in Egypt for a Nile cruise that never existed. The tour operator never showed, never answered and Viator used every excuse to avoid assisting me in any way. I could’ve died in a foreign country and they still didn’t care.”

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Posted 3 years ago

“very reliable - 4 times tried all different countries. They use reliable partners. TImely. Accurate info.”

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Posted 3 years ago

“Viator Trip Advisor let me down horribly. Not only did they not honor refunding a Puerto Rico Food Tour cancellation I made through their partner Global Experiences in Dec 2021, but when I went to Jamaica in Jan 2022 Viator/ Caribbean Tours canceled a catamaran cruise on my birthday! LESSON LEARNED: I lost $500 to the Viator scam and I will look to schedule with a more reliable service than Viator in the future. :(”

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Posted 3 years ago

“I wouldn’t recommend booking tour through Viator. Booked a 5 day tour for me and my husband. We were packed and ready waiting at the hotel entrance to be picked up and guy on the phone kept promising that someone will come early at 7:30 am. on the start day of the tour. No one came. Our trip and entire day got ruined and wasted. The guy said there is no one on the tour except us so trip is cancelled. That was unbelievable. Why did viator book our trip at the first place? Kept us in dark. I will never trust Viator again. We owe apology and compensation for ruining our vacation. B. Shah”

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Posted 3 years ago

“Liars. Empty promises. Poor customer service. Regarding 830833546. Your company promised several times to escelate this - its been over 6 months now and after reaching out to you 5 different times on whatsapp, Ive finally given up. Avoid this company due to its abhorrent customer service and lack of compassion.”

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Posted 3 years ago

Viator is rated 2.1 based on 1,187 reviews