Viator Reviews

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

2.1 Rating 1,219 Reviews

27 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.1

Based on 1,219 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 day tour Mykonos and paid in full, we had been waiting for 2 hours Viator had not turned up. Also not refund money to us. I will not booking any with Viator again. It’s very bad business.”

Helpful Report

Posted 1 year ago

“To say we were disappointed is an understatement. We spent 45mins on what we were told was an 11 min metro ride to the Vatican and we were 4 mins, yes 4 mins late to be told our tour could not proceed. We paid over $1400 and travelled from the US. This service is entrapment in its highest form. Not even a 5 min grace time is ridiculous. 12 very disappointed visitors. We will not use this service EVER AGAIN.”

Helpful Report

Posted 1 year ago

“This company is dishonest and unprofessional. They didn’t pick my family up from the airport and still want to charge us, gave flight number and everything, they still didn’t provide service. Do NOT do business with them”

Helpful Report

Posted 1 year ago

“My partner treated me to a weekend in Rome for my 60th. He bought a ‘skip the line’ pass for the colosseum and Roman forum through visitor for ‘what’s in Italy’ tours. When we turned up the tour operator told us that they we should follow the guide and off we went. He took us to a massive queue which we were confused with but thought maybe it was just part of the process. We then started noticing other groups walk straight in. When we asked our guide why we were standing in line he seemed confused we had ‘skip the line’ passes and advised us that he’d already told them to stop advertising as a ‘skip the line’ ticket, that the tour operator had been too late to get those. He got the tour operator back who was incredibly rude, dismissive of us all (there were more people duped by him than just us). We asked for a refund (we had been standing in the queue for an hour by this time), he confirmed he would do this. All in all we waited for 2 hours in the queue, didn’t see the Roman forum because we ran out of time (our slot for entry through viator was 3pm which would have been fine had we been going straight in). This was raised with viator and they have refused to refund us stating it was a ‘non-refundable’ ticket. I know enough about a contract to know that you pay for a service so you should receive that service. My partner requested a refund through his credit card which they were happy to do but now visitor are contesting that! Utter shambles, terrible customer service, will never use visitor again. In fact my daughter has just been away for a month adventure and we used ‘get your guide’ for 7 tour trips for her without one issue! One scuba diving experience had to be cancelled and she got a refund without any issues. I’d recommend them instead!”

Helpful Report

Posted 1 year ago

“We booked a tour of the Roman Colosseum, Forum and Palatine Hill through Viator. We showed up for the tour and were told it was cancelled because the tour guide didn’t show up. We were given two tickets worth 18 euros each. We paid nearly $220 for this tour. We did receive a $98 refund, which seems inadequate. The tour company refused to give us an additional refund, partly because of Viator’s commission. When I contacted Viator they continually send me to the tour operator, even though I paid them. When I asked them about keeping the full commission, they will not respond. So we ended up paying 3 times the amount we would have paid if we would have booked it directly with the colosseum. Very disappointed.”

Helpful Report

Posted 1 year ago

“Was told to meet at a hotel, would not pick us up from our hotel. Took a cab to other hotel, was told from hotel we are going to be picked up in front of hotel gate, not allowed to enter since we are not guest here. Tour bus was waived down entering and existing, did not stop and left us. Now they don't even want to give us a refund”

Helpful Report

Posted 1 year ago

“This Viator site and application deceives customers. He will never return the money back if I cancel for any . They do not care about the customer’s opinion or the risks that will befall the flights as long as you have booked and paid the money. I lost a lot of money due to bad weather through them. my advice to find another operator”

Helpful Report

Posted 1 year ago

“Visitor is owned by Trip Advisor. Do not trust the reviews on either site.”

Helpful Report

Posted 1 year ago

“I booked a tour for Kyoto with English speaking Gov. licenced guide. I was on a cruise. The cruise port is Tempozan, osaka. They had pickups from different locations and I chose the Tempozan. I was cruising Celebrity line. Two days before the tour, they charged my card. But nobody showed up at the cruise port Tempozan. When I called the number on the ticket voucher, I didn’t get any answer. I waited over an hour without being able to contact anybody. In a foreign country without speaking Japanese I was bewildered. But when I contacted viator, explaining everything, they didn’t return my money $180. I was really very disappointed at viator for including such bad supplier. Later i found out the supplier and their review is awful. The supplier of the service is Konichiwa Japan. Very disgusted customer in USA -Lily Misra”

Helpful Report

Posted 1 year ago

“My booking was cancelled for no apparent reason. The original reason was because of the "weather" but during the shoot time the weather was cleared and sunny. Then it was stated it was canceled because the water wasn't looking good. Very disappointing because this was for my birthday memories.”

Helpful Report

Posted 1 year ago

“We patiently waited for our tour. There was a football match in Frankfurt. When the tour guide arrived over 40 minutes late he gave us so much attitude. He was clearly upset about traffic, complaining about everything, he made us feel so uncomfortable that we did not want to go with him on a tour. At one point he said “you could not have picked a worst day to take a tour”. Are you kidding me? Additionally Viator never refunded us our money even after explaining this terrible experience. Nobody would have gotten in that van after that, hey take zero responsibility.”

Helpful Report

Posted 1 year ago

“Go somewhere else for a quality customer service interaction from start to finish. They downright suck.”

Helpful Report

Posted 1 year ago

“Do not use, they do not vet the company's these book with. I booked parasailing in South Padre and when me and my family get to the boat we notice the operator has a Trump hat one, not that big of a deal, but once we get out on the water and get hooked up the parachute has Trump on it also, in huge letters, so we have to take pictures with a Trump parachute. Trump is Vile and we were not pleased. But Viator says oh well.”

Helpful Report

Posted 1 year ago

“First and last time I will use Viator. Booked a tour to visit the Grand Canyon while we were in Las Vegas. Two nights before the tour my husband started feeling ill and by the next morning, he demonstrated all the symptoms of COVID. Since he almost died in 2021 from COVID complications my first priority was to get him home to his doctor. He is 86 and has health issues. I got the hotel canceled and Uber picked us up as I was with the airline getting our flights changed to fly home. After we got checked in, I notified this company about cancellation of our Grand Canyon trip the next day. Because I was 22 hours from the trip not 24 hours, they refused giving a refund (even a partial one). When we arrived home and got my husband tested he did indeed have COVID. After going back and forth with the rep from Viator including documentation for the positive COVID test, Viator still refused us a refund. Thanks for caring so much for your customers... this was my first and last time to use your business.”

Helpful Report

Posted 1 year ago

“VIATOR: Most TERRIBLE EXPERIENCE booking our tours with your company!! We will NEVER USE YOUR COMPANY AGAIN. I sent them my phone number to your customer service tl get in touch with me, I asked for your tour guides’ numbers to be able to coordinate. Your company never responded and we missed two of the tours we booked through you!!! We lost all our money, customer service never responded and this company has the worse customer service I’ve ever experienced!! I will NEVER EVER AGAIN USE VIATOR!!! Get Your Guide is so much more efficient, organized and customer service is the best. Viator is HORRENDOUS.”

Helpful Report

Posted 1 year ago

“Impossible to get help. Endless amount of computer run around. Trying to book a tour in Yosemite in September and had to speak with someone whose accent was so heavy it was impossible to understand. I ended up with a booking in July which they tell me is nonrefundable. I will never use this trip advisor or viator again”

Helpful Report

Posted 1 year ago

“I booked an excursion from them in Mexico . The company that had to pick us up from the hotel didn’t showed on the day of the excursion . We requested them for a refund but they denied . I would definitely advise everybody to book any excursion or trip when you are at the hotel but not from them . Very unprofessional service .”

Helpful Report

Posted 1 year ago

“They are just a place for scammers and maybe they are part of it, I had the worst experience with one of the companies, they offered us an excursion on Punta Cana, and they gave us totally diferent trip, they took us to doesn’t places, they just cut the trip time to the third they treated us as animals, we were almost 12 people in the trip who complained , and what Viator did? They sent us that they asked the compnay and they answered that the 12 passengers are lying and they did everything as in the itinerary, so Viator just closed the case based on their answer !!!! Don’t use this fake website”

Helpful Report

Posted 1 year ago

“BR-1085582109 Dear Viator, With reference to my conversation with Customer services representative "Anna" at 14.03 hrs on 1st June 2024 , having Just returned from my Honeymoon to from Wales to Turkey - Istanbul and Cappadocia. As a previous loyal customer of Viatour for my holiday excursions all over the world I am absolutely annoyed and frustrated with what one of your tour operators "Sun Smile Travel", did to us 11 hours prior to our , once in a lifetime balloon ride experience, having already arrived from Istanbul to our Hotel in Avanos/Cappadocia at 11.00 hours on 26th May 2024, to get an email CANCELLING our balloon flight, with no explanation or alternatives at all ?? As you can imagine and will see from the photo screenshots, our Honeymoon was a very special Holiday, which was booked and fully paid (non refundable) 6 months prior in November 2023 for May 2024 Honeymoon. We were already in our Avanos Hotel "Sofa Hotel", settling down and planning an early night on 26th May 2024 ready for a 4-5am pickup on 27th May 2024, when the email arrived. We were really annoyed and frustrated and what made it even worse was that we immediately tried to book a different tour for the next morning BUT as you can imagine, being a very, very popular tour, everything was either fully booked until June 2024 or an exorbitant prohibitive price (around 550.00 GBP if we could get one at all?) - considering we had booked 6 months in advance @ 248.23 GBP this was well over double price. Now considering that the whole point of booking and paying early was/is to lock in the best available price at the time of booking, plus paying "upfront" a non refundable full price, I would be very annoyed if the tour company had cancelled 3 weeks or so before, but 11 hours prior to balloon flight ? that is just "sharp practice" by the tour firm - ie - kept our money for 6 months and then when same tour was over double the price to cancel at last minute - IS UNFORGIVABLE and I hope that Viatour come down on this company (Sun Smile Travel) in the firmest possible way. After trying to book a replacement balloon flight for the next day (had to be that day as we had other viator excursions booked for 28th and 29th May 2024 and NO time left in Avanos before the flight back to Istanbul / London on 30th May 2024) the only alternative was to book through the hotel we were staying but still paying 480.00 GBP (almost double) I therefore, would like to make a claim for compensation from this company / via / viatour as the stress and shambles spoilt our Honeymoon really. Please find enclosed attachments Yours sincerely Mr Lewis ---------------------------------------------------------------------- Dear Viator, As it has now been 7 days since I was advised by your customer service team on the telephone to send all relivent details / proof / photo screenshots / etc to yourselves without ANY response at all ??? I think that it is disgusting and so unprofessional to not even receive an acknowledgement of my email complaint ? no reference number ? in fact nothing at all ? Surely as a valued customer (or I hope that's what I am?) this is not good enough, notwithstanding my two complaints against one of your companies you use. Please contact me on the above matter with urgency and explain what is being done about compensation going forward ? Regards”

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Posted 1 year ago

“Canceled my tour the day my family and I are flying to Italy… I reserved it months in advance as I knew its a popular tour. Now I have no way of reserving it as everything is sold out. Gave me a bs excuse of why they canceled. I later read all the reviews about Viator how they sell fake tours and then cancel last minute all the time. Will never use Viator again. Such a disappointment.”

Helpful Report

Posted 1 year ago

Viator is rated 2.1 based on 1,219 reviews