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

“Avoid at all costs. Booking came back with the wrong date, the same day as I booked, rather than the date I selected, customer service says nothing they can do as booking is within 24hrs and took my 90 euro nothing in return, no activity and no refund! AWFUL AVOID”

Helpful Report

Posted 10 months ago

“They cancelled my reserved booking 1 day before, saying that it was the touring company who cancelled it because there’s not enough number of people for that date and time. But then they offered me to rebook with the same touring company, and the same time and date, but with more expensive charge. Make that make sense. Scammers!!”

Helpful Report

Posted 10 months ago

“Viator is probably the worst travel/tour company I've ever encountered. If you can do everything yourself and do not have to call you are winning. However if you have to call you will encounter the worst the world has to offer. First no one speaks English or completely understands it so if they get tired of trying they will hang up on you. Secondly there is absolutely no customer service. I was trying to book several tours for several people on my trip and they screwed it up so bad it was ridiculous. It took 4 phone calls to get 2 trips booked for 3 people because of the unprofessional and unskilled workers they employ. And because they do not have customer service there are no over sights. Don't bother!”

Helpful Report

Posted 10 months ago

“Very disappointing experience change bus time and location without notification I am waiting at pickup point for 1 hours. I call customer care and operator too no satisfactory reply and also refuse for refund.”

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Posted 10 months ago

“You all took my money I file a dispute Never got a chance to go on the trip an I have screenshots!! Ashley the supervisor said that I can book the same trip at anytime since I didn’t get my money back an the dock time was wrong an they left my 3 people an 10 other people last year !! I want the the dock at the right time”

Helpful Report

Posted 10 months ago

“I have been litterally robbed by Viator that charged me Euro 480 for 1 hour yoga class. I did try to ask for a refund in any possible way but they only cancelled the not refundable experience.. so I went to the yoga class and the local guy from viator in Agra and the yoga teacher told me that the price i had been charged, it is insane. Viator steals money from tourist. Shame on You”

Helpful Report

Posted 10 months ago

“Tour geboekt in san siro stadion met gids. Helaas geen tour met gids maar een zelfstandige rondgang door het stadion. Alleen de kleedkamers waren open. Tour stelde niets voor. Gereclameerd bij viator, maar totaal niet serieus genomen en geen enkele inhoudelijk reactie dat het geboekte niet geleverd is. Schandalige reactie van viator.”

Helpful Report

Posted 10 months ago

“Terrible company. We had a flight from Richmond, VA to Boston cancelled due to weather. I had the email as confirmation. No refund. Out $415. Down the toilet. I would imagine a big part of their profit margin comes from refusing to accept and refund these cancellations. They remind me of Blockbuster, punishing customers. I would encourage everyone to avoid Viator for any booking. If you see the name go another direction. Reading all the reviews below I see now why their 32% favorability rating is in place. Terrible company.”

Helpful Report

Posted 10 months ago

“I am extremely disappointed with the private tour to Hierve el agua we booked. We paid a hefty sum of $528, expecting a comprehensive experience. However, what we received was nothing more than a 1.5-hour taxi ride and entrance tickets worth $2.70. There was no tour guide, and certainly no food included. We feel completely scammed and misled. Furthermore, we realized right after booking that this price was exorbitant for a tour to Hierve el Agua. We tried to contact the company immediately, but they were unreachable. This was a major letdown and a waste of money. I would strongly advise against booking this tour, as it was a complete rip-off.”

Helpful Report

Posted 10 months ago

“Booked an ATV excursion in Cabo listed as opt for solo drive or ride with someone. When we got there they said we booked for a double with a switch wanted more $$ which is not what explanation was of excursion. Reached out to get a credit or a refund but Cabo adventures said I booked a switch no where on the explanation does it say $75.00 is a switch. When I looked back at booking again it’s a function of your site when you choose two people it takes you to double with no option to choose a single unless you choose 1 traveler. I would like a refund given this was my son’s birthday and he really wanted to ride solo. The people providing the atv rides were great it’s just the confusion on what was booked on the site and what we expected solo rides. I suggest looking at the booking feature when choosing 2 and allow for either single or double that was not evident when booking and gave me no other option when booking”

Helpful Report

Posted 10 months ago

“READ ALL INFORMATION BEFORE BOOKING! Scammer alert! The advertised price was 5 times lower than what I was charged. Noticed that the tours that do this also impose a “no cancellation” policy as an attempt to keep the money scammed from customers. The ones that have a 24 hour cancellation policy advertise and charge a consistent price. DO NOT RECOMMEND. This company has a habit of doing bad, shady business”

Helpful Report

Posted 10 months ago

“Beware of this site … I made the mistake of bookibg an excursion with Viator! Always book through your cruise line. We could not sell yesterday late afternoon, which caused a delay for us to arrive in Ketchitan today. Tried to get my money back from Viator or Clan House Tours. They will not do it, said I was three hours late and canceling. I had no idea the ship wasn’t going to start because of mechanical problems! These two companies don’t care it’s your loss not theirs. They will not do it, said I was three hours late and canceling. I had no idea the ship wasn’t going to start because of mechanical problems! These two companies don’t care it’s your loss not theirs. Viater has the most terrible customer service and they will not do the right thing and reimburse you in such a situation. Stay away from them.”

Helpful Report

Posted 10 months ago

“Hi, my name is Michelina Duke on Saturday the 20th. We had a cooking class to make gelato and pizza. It was fun. The class was wonderful. The instructors were wonderful. The cooks were wonderful. Everything is going according to plan well when we went to get our purses we were talking And when I went to go get my purse, my wallet was gone. I had €750 and I had over $1000 in American money three credit cards and a bank debit card. I don’t feel that the instructor did when I told her about my wallet being gone, I felt that she should’ve kept us all there until someone came up with my wallet. I am here until 8 August with no money to get money no identification and I don’t have a clue in the world what I’m gonna do I’m staying with my nephew right now cause I can’t go anywhere cause I have no money. I know there’s always bad crowds, but you gotta realize that’s all the money I had and I can’t get anymore anywhere until I get home to the states , so if you could please help me out I would appreciate it very much tour excursion was a wonderful experience. Thank you very much. Michelina Duke”

Helpful Report

Posted 10 months ago

“We had out travel agent book us to be picked up at Rome airport. When we arrived we found our driver but when he saw we each had three pieces of checked luggage plus three carry on pieces for a total of six for three passengers he informed us his cab would not fit us and he could not get another car . The driver said don’t worry the company will give you a refund . So we were stranded at the airport and had to find our own cab . Now viatir will only credit us back $32 for a $129 charge !!! Why since they didn’t perform their service !!! Don’t use viator or American Express as Amex believes viator lie instead of a 30 year customer”

Helpful Report

Posted 10 months ago

“I booked a tour for the Eiffel tower for Sunday 7/21/2024. They asked to meet them to redeem my voucher at Paris Lounge. I was not able to get to the meeting location because the roads were blocked by the police because of the Olympics. They will only let you through by showing them your QR code of cause I did not have that. I called the phone number Viator provided on the voucher and the answering service said a lot of people are having the same issue. Therefore I was not able to get to the location even though I was in the area around 3pm and the meeting time was 4pm. I asked for my refund they said no because I did not show up. They took my money $306.78 and did not provide the service they were supposed to. This is a scam. Please be careful.”

Helpful Report

Posted 10 months ago

“This company is unethical do not book with them. I got the complete run around when I asked to credit my fee to a future date rather than the date I inadvertently booked (default to yesterday’s date). I tried to resolve this via What’s App and continued to get nonsensical AI-generated responses. I then finally got another email saying Viator would not honor my request to simply move my reservation to August 2 when we will actually be in London. Pathetic. I will never go through this company again to book any tour in ANY city!”

Helpful Report

Posted 10 months ago

“Completely unreasonable to work with…can’t (won’t) reschedule. Even if you book and then immediately call, like I did because I chose the wrong date, they don’t care. Use another booking company.”

Helpful Report

Posted 10 months ago

“on July 7th, I was traveling by ship from Dubrovnik and fell ill before an excursion in Corfu on July 8th with Halara Travel Corfu. I waited to see if I would feel better in time - but had to cancel just outside the 24 hour window. I took screen shots as proof even though Viator was telling me there would be no refund. I had several chats throughout the day with Viator staff and the tour provider while trying to rest and recover so I could at least enjoy upcoming excursions I had booked - also through Viator. I booked around $1000 in excursions with Viator over a 9 day period. Viator staff just passed the ball, refusing my request. And sent me to the tour operator. Dimitra was her name at Halara - could not believe there was no understanding or appreciation that my wish was to enjoy the excursion, but to preserve the health of others on the excursion, I had to cancel. And as far as I was aware of my location at the time - I was still outside the 24 hour window. They were more concerned about taking people's money than health and safety. Completely opposite way to handle customers and promote coming back again. It wasn't until much later in the day, I was informed there was an hour time difference between Dubrovnik and Corfu - so there was no chance to get a refund. It offers a refund 24 hours in advance - but they don't specify it's 24 hours before the time zone of the tour location. There's no mention of that. I had a tour operator in Kotor give money back because my tender to shore was late. They know how to provide customer service and solutions to unusual circumstances. I still expect some resolution from Viator - and this is why I'm asking you directly or a refund on this excursion. But as it stands now, I'd never recommend Halara Travel or Viator to other travelers in the future.”

Helpful Report

Posted 11 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 11 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 11 months ago

Viator is rated 2.1 based on 1,188 reviews