Viator Reviews

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

2.1 Rating 1,224 Reviews

27 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.1

Based on 1,224 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

“Beware of booking a tour with Viator. I missed a flight due to delays and then missed my tour. They will not issue a refund.”

Helpful Report

Posted 1 year ago

“I booked a taxi transfer to the airport with Viator with a local taxi company to Catania airport in Sicily and wanted to cancel it. I went on to the app over 30 hours before the scheduled pick up to find that I was going to be charged a 100 % cancellation fee. I contacted Viator directly by whats app and then by phone call and was informed that it could not be cancelled despite the website indicating 100% cancellation refund. I was told( gaslighted) by two separate agents who were located in another country that I was cancelling within the 24 hour period. This was clearly false and I was well outside of 24 hour window period for cancellation. I have phone call times and screen shots of conversations of calls placed early in the morning, clearly well before the 24 hour window This was a very frustrating experience as the agents were very unhelpful just repeating their mantra that I was within the 24 hour period. It seems that they were unable to even look and see what time it was in the Country I was calling from. They refused to acknowledge on the recorded line that they were violating the terms of our contract and told me to call the taxi company directly to work it out. I spent hours and hours of the last two days of my vacation trying to work it out but eventually gave up. I had no choice but to keep the booking. The taxi turned up the next night a full one and a half hours early ! I just received a message from them a full week after the vacation stating that I cannot get a refund because i tried to cancel within the 24 hours. What a sham of a company. They want to take you money but don't want to help you. I will never use or endorse this company ever again”

Helpful Report

Posted 1 year ago

“DO NOT TRUST these people believing you can cancel and get your money back! After a fall injury that left us unable to go on their tour we tried to cancel within the recommended time period for cancellation…. not only do they make contacting them impossible, they give you a phony email address to reply to! I emailed them and got no response! So then I called them and got nowhere! Their customer service is a big fat zero! PICK SOMEONE ELSE!”

Helpful Report

Posted 1 year ago

“DON’T BOOK THE SORRENTO SEA TOURS AMALFI COAST TOUR!!! They did not deliver the boat that we booked and they left late. We were told the boat we booked broke down so they had to send another, much smaller boat instead. We asked for a discount and the girl told us she would message us to advise how much they would refund, but we still haven’t received the partial refund they promised… they even changed phone numbers! We contacted Viator for assistance and they said they couldn’t help us!!!! Tessa and our captain Mario were fantastic, but they couldn’t make up for the fact that the boat we booked simply didn’t arrive! Suggest you book with another company if you want what you pay for and don’t use this site if you want assistance when things go wrong!”

Helpful Report

Posted 1 year ago

“Terrible company to do business with. Stay away”

Helpful Report

Posted 1 year ago

“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

Viator is rated 2.1 based on 1,224 reviews