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Viator Reviews

2.4 Rating 895 Reviews

35 %

of reviewers recommend Viator

Company Reviews

2.4

Based on 895 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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Viator 1 star review on 18th May 2024

Viator 1 star review on 1st May 2024

Viator 1 star review on 1st May 2024

Viator 1 star review on 28th April 2024

Viator 1 star review on 6th April 2024

Viator 1 star review on 31st March 2024

Viator 1 star review on 31st March 2024

40

Anonymous

Anonymous // 01/01/2019

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

“On 11/ 12 /21 I reserved a tour for Yosemite and giant sequoia Day Tour and I canceled the tour September 07 2022 because I was going to have to walk a mile and a half to get where the lg trees are at I was not told that until I called after I reserved the trip I am not able to walk that far I have called Viator four separate times to get my $199.00 to send it back to my account I even got emails saying that they send it back it never reached my account I don't know why they want to scam people I have tried everything to get my money back now I'll try sending a letter to the Attorney General in New Mexico. Such a scam take a lot of caution when you book with them.”

Posted 1 year ago

“I booked several tours with Viator and with this evenings interaction will not do any tours with them EVER. I had booked a tour that I was really looking forward to, and had some questions for the tour operator. I messaged them 17 days ago. Crickets. Messaged again, and again, and one last time. Still Nothing. At that point, after quite a bit of searching, I found a phone number that I could call. I presented this issue to the customer service rep, who proceeded to get quite snippy. Whey they start doing the "ma'am" thing, you know its going south. She made it sound like I was demanding contact (well I kinda was since it had been 17 days), but that I was being quite unreasonable. All I could finally say was "wow." I cannot believe the animosity from this woman just for questioning whether this tour operator was "legit" and if they vetted them. When I called, I just wanted help contacting this operator. Now? I'm just angry. Never ever do business with Viator if this is the kind of "service" they provide. BAD NEWS. No stars would be a better option.”

Posted 1 year ago

“My wife and I arrived at Santorini airport September 3rd with our 8 month old infant. To our surprise the Viator transport we booked had already left. After some investigation we figured out that there was another James Ryan who arrived at a similar time and had booked transport with another company but ended up taking our Viator spot by mistake. Viator's staff member at the airport George was dismissive, disrespectful and incredibly unprofessional. He refused to admit that an error occured even though my name had been scratched out on the Viator arrival placard and the other transport company approached me separately to say their James Ryan had gone on the Viator transport. George eventually offered a small car to transport us with no baby seat, not suitable for our 8 month old infant. In the absence of a baby seat I asked George to help us get transport in a large van (like the van in the picture on our booking) but he said no. I asked him to call his manager to explain the situation as our phones were not working and he also refused. He also began to say he could not understand me having spoken fluent English at the start of our interaction. We were forced to organise private transport from the airport with a different company who were very empathetic and very helpful. They (Choose Yafy) made calls to find safe transport whilst we sat outside for 60 minutes in the heat with our 8 month old. During this time, George remained in the terminal talking to his colleagues/friends. I have to say I have never come across such an unhelpful and unprofessional representitive before. I spent the last month trying to contact Viator who have just now finally issued a refund and made no apology for our experince or the difficulty getting a refund. This is hands down the worst consumer experience we have had. We will never use Viator again.”

Posted 1 year ago

“Scam company! DO NOT BOOK! They charged me $200 when their tour guide wouldn’t answer my phone call and provide a location to meet up with the tour.”

Posted 1 year ago

“No guide at meetingpoint. No help from Viator. No refund. Now using Getyourguide - no problems!”

Posted 1 year ago

“What a POS company. Last tuesday i made a reservation for my friend Angie for a tour on Friday, paid... Friday morning Ishe gets a cancelation email because "tour didn't meet a minimum number of participants" What a joke! A need for a customer satisfaction must be dead in Colorado! As a person who lives in Colorado I am ashamed!!!”

Posted 1 year ago

“Avoid this company. We were never picked up from our hotel for a Grand Canyon tour. After lots of phone calls and e mails we were told lots of different stories about what happened but apparently it was all our fault. We lost £538 and the experience of a lifetime. The customer service personnel are dreadful.”

Posted 1 year ago

“Viator cancelled multiple tours on us without as much as an explanation why our tours were cancelled. While in Lisbon, Portugal in September 2022, we book severl tours through the company. We started receieving cancelation emails day before our tours indicating that the tour is cancelled. After the second cancellation we decided to cancel the remaining tours, and that was not a simple experience either - every time you try to cancel a tour the request timed out. Viator did not reply to any requests to help through the app or emails.”

Posted 1 year ago

“So inflexible and hard to work with. I suggest looking for a more flexible booking company.”

Posted 1 year ago

“Booked airport transportation. They came early, left us stranded and said it was our fault. Refused to refund a lousy $30 - sad they have lost a customer for $30...”

Posted 1 year ago

“Booked and paid for an airport transfer and no one showed. I wasted 90 minutes and 18 phone calls to the local service and then had to find alternative transportation. Took the entire day. Don’t ever book with Viator.”

Posted 1 year ago

“Based on our experience you can’t depend on viator to deliver the tours that you paid for. We had two days in Anchorage before our cruise. On both days we had reserved and paid for a tour through viator. One of the tours was cancelled the day before the tour was scheduled. The guide for the other cruise arrived for the pickup hours late and told us he had to cancel our tour. Both our days were wasted! If their customer does not show for a tour they keep the amount paid as compensation. If they don’t show for a tour we get a refund but no compensation. Based on our experience, they are undependable and unwilling to accept responsibility for the damage caused by their lack of dependability.”

Posted 1 year ago

“Confusing, frustrating ! The problem being there is a 3rd party involved in the booking. Downloading tickets was a chore compared to other booking sites. I will never use aviator again !”

Posted 1 year ago

“If you’re coming to Pompeii with this company… don’t. Their customer service is so horrible. I didn’t book at trip to be aggressively shouted at. Alessandra should be fired! Honestly I feel so accosted, to have person you’ve hired as a tour guide actually shove you to get at your own phone to prove a point was pretty terrible. Im still shocked it happened.”

Posted 1 year ago

“If you’re coming to Pompeii with this company… don’t. Their customer service is so horrible. I didn’t book at trip to be aggressively shouted at. Alessandra should be fired! Honestly I feel so accosted, to have person you’ve hired as a tour guide actually shove you to get at your own phone to prove a point was pretty terrible. Im still shocked it happened.”

Posted 1 year ago

“Very expensive and the hour and place changes 100 times, never again, so much money for nothing, very bad experience!”

Posted 1 year ago

“I was sent emails Saying here are your tickets but when I opened them on day , it said I had to collect from another place. We went there and were told we were too late (40 mins) to collect. I have walking difficulties . I spent £50 on fast track into Vatican museums and there wasn’t actually a queue at 10am Monday August 2022. They refuse to refund me. Other reputable firms email tickets without need to go to another company’s office to collect or have someone outside the attraction. And charge so much extra . The other company’s office was hot busy a long queue and no disabled access - down steps”

Viator 1 star review on 29th August 2022

Posted 1 year ago

“I booked a tour through Viator for a private tour on Prince Edward Island. After 6 weeks, the tour guide suddenly canceled. By then it was too late to book another. Viator was very unhelpful. Not offering any assistance to help me or offer discount. I thought booking through Viator would be safer than many smaller tour companies. I was wrong.”

Posted 1 year ago

“We booked a bicycle tour in Amsterdam with Viator. You could choose the language and we chose 'English'. When we arrived at the tour company, there was only a tour in Spanish that day. We don't speak Spanish, so couldn't do the tour. The company told us to contact Viator to get a refund, which we did. Now Viator claims there was nothing wrong with their website, because they 'investigated' it. The title of the product said bike tour SPA so we should have known that is was in Spanish because SPA stands for Spanish. How should we know that it stands for Spanish if they don't specify it and give you the option to chose the tour language. On our voucher it clearly stated 'guide language: English'. So how can they claim they made no error? We contacted the bike company again and they also claim the error is clear and made by Viator. So they won't give us a refund either and they won't help us with contacting Viator and support us. Conclusio: we paid 154 euro for nothing. Viator doesn't help people when something goes wrong. I'll never use it again and will advise everyone not to use Viator.”

Viator 1 star review on 28th August 2022

Posted 1 year ago

“I booked a trip after reviewing the trip I had concerns that I would have issues getting to my flight when I contacted the agent with in the 24hr area she told me she would ask the tour guide but they weren't open and sent an email on my behalf and it went passed the 24 hrs and when I explained my concerns they told me no refund so I canceled the trip. well 2 people in the party changed there flight and that gave the opportunity to change dates and do the tour on the next day. All they kept doing was referring to their 24hr policy and now I'm out $130USD cause the company won't work with you on date changes or cancelations.”

Posted 1 year ago

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Viator is rated 2.4 based on 895 reviews