Viator Reviews

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

2.1 Rating 1,190 Reviews

28 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.1

Based on 1,190 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

“Full description is misleading make sure to look at all pictures cause the last picture will have more details that you need. Scammers.”

Helpful Report

Posted 1 year ago

“Viator is awful! Do not use them! We were 9 min to your trip and they cancelled our tour then offered the next day and cancelled on us and no refund! Do not trust them!”

Helpful Report

Posted 1 year ago

“Refunded an experience without asking me where I wanted the money sent to, just went back to the original payment method, which was a gift card thrown out a year ago. Would have been happy with a credit, but no chance was given to communicate this, they didn't even send a confirmation email, so I couldn't quickly let them know before it cleared. Unprofessional. And will quote TOS instead of common sense and try to work with you. Do not use a card you may not have in a month/years time, they will not send to another card. Your money is lost.”

Helpful Report

Posted 1 year ago

“Sh*t company, sh*t service - I stupidly booked the wrong date and there was less than zero interest in helping me resolve.”

Helpful Report

Posted 1 year ago

“I would put minus but no facility to do so . I booked a tour through Viator . Unfortunately our transport was delayed . I contacted the tour company from 6 am and other times during that day via Viator and WhatsApp to just reschedule . I had NO response from tour operator at all . When I contacted Viator to complain I eventually received a message 2 days later only because Viator contacted them . Surprise surprise the tour company is now stating too late to reschedule/ refund . But why didn’t they contact me on the day ??? I will pursue thus as it’s blatantly wrong for these people to be able to get away with this and get supported doing so .”

Helpful Report

Posted 1 year ago

“I don't recommThey make your itinerary as it suits them, they don't think about the client.end. They schedule”

Helpful Report

Posted 1 year ago

“HORRIBLE EXPERIENCE! The boat and tour we scheduled never showed up. Then we rebooked it for another day and it didn’t show up again. It completely ruined our 3 day trip to Bimini, for our anniversary trip. A complete fraud. RUN FROM THIS COMPANY! They refused to give a refund! It was all a horrible experience!”

Helpful Report

Posted 1 year ago

“Bought a ‘voucher’ not even a ticket to upper antelope canyon. Fortunately the voucher worked. However, I learned it was double almost triple the price everyone else paid for their tickets who bought directly from the touring companies. I feel cheated and duped.”

Helpful Report

Posted 1 year ago

“We had booked a day trip to great ocean today!! They were suppose to pick us up at 7 am from our pick up point. Nobody turned till 8am. There was no way we could communicate to them. Being a weekend the customer service also were not responding. Very bad experience !! Horrible!!”

Helpful Report

Posted 1 year ago

“Absolutely disgusting service - overcharged me $340 and refund hasn’t been received after timeframe provided. Messaged numerous times on WhatsApp and the agent leaves the chat mid-conversation and have terrible attitudes with no willingness to help. No one can answer my questions or resolve my enquiry, I’ve been going round in circles for 11 days now - never booking with Viator again. So beyond frustrated.”

Helpful Report

Posted 1 year ago

“This site is A SCAM, they sell fantom Tour Operators with no working numbers. When you call Aviator to get assistance, Aviator’s, representatives not even have how to contact these companies, thus, the solution is hanging off the phone to you The license to sell tour packages should be suspended”

Helpful Report

Posted 1 year ago

“Be aware never use Via tour. I had so many problems I called customer service. They are in Philippines. They don’t know the system. I waited for hour and a half to just cancel the bookings and he couldn’t help me in hour and a half. I asked for a supervisor, and I was never transferred to a supervisor. This is the worst company for tours.”

Helpful Report

Posted 1 year ago

“We booked a tour through Viator because we trusted Trip Advisor. That was a mistake. The tour was cancelled an hour before it was to begin. Visitor did not one thing to help us find another tour. We had to do it ourselves. Viator’s compensation for the aggravation and frustration while on our vacation? They offered a measly 5% off our next tour. What next tour? Not with Viator, that’s for sure.”

Helpful Report

Posted 1 year ago

“Tour was fine. But their refund and no changes policy sucks! It's hard for me to view that this third party booking site doesn't have strong relationships with tour operators. Their policy to have $0 refunds and 0 changes (example: change time of tour) shows a low opinion of their customers. If I can change my airplane ticket though Expedia....I should be able to change the time of my tour. It's simpler for them to not care, and not invest to change policy”

Helpful Report

Posted 1 year ago

“I was planning a trip to Ireland with a friend a month in advanced and I accidentally booked it for the next day (I’m not even in Ireland!), I immediately called Viator to change the date and after keeping me on the phone for half an hour and “trying to help”, they said they couldn’t accommodate me because the system wouldn’t allow it. They said that I could dispute it with my credit card company, so I asked them to send me an email that they couldn’t find a work around with their system or override the order. The worst part is they offered me a discount for my next tour and instead of sending it to me via email they wanted to book it on the spot. When I finally looked at the email, they had just sent me a generic email stating their policy as a 100% cancellation fee, when all I wanted to do is to change the dates. I will be reporting them to the better business bureau. You can see the time stamps in the photos. An honest mistake cost $243”

Helpful Report

Posted 1 year ago

“They are a rip off! If you cancel due to unforeseen events they keep your money. You don’t want to die or have an accident the day of the event because you will not see your money back! My flight got canceled 20 min before departure and I couldn’t find any understanding with Viator. Thiefs!”

Helpful Report

Posted 1 year ago

“They just rip off your money for these so called tours they sell you and at the end you get nothing. Be careful”

Helpful Report

Posted 1 year ago

“Horrible tour company. We have placed our trust in them several times and they have failed more times than they haven't. Today's adventure was booking tickets for a tour of the Eiffel Tower. We were running a few minutes behind and notified the company around 7:21pm (for an 8pm tour). There was no response to the message. We arrived at the meeting spot 1 minute after 8pm. There was no group in sight. We waited for 10 minutes and called Viator for assistance. The response we received from the representative was, you must have missed him, you can go to the later show. I let them know that we were with an 84yr old and a 5yr old, and that was too late. I asked them to call the tour guide to come get us as we were at the entrance but they said they called and he said it was too late.there was no way a tour group walked past us at 1 minute after the hour. They we already in the event when we showed up 1 minute after the meeting time. They took no accountability or showed any desire to help a customer that was running late from a prior tour. The representative on the phone even chuckled a bit when i asked her to reach out to the tour guide and see where they were. Do yourself a favor and use Tiqets or GetYourGuide for your tours. They have better prices AND customer service if you have an issue. BTW, after they screwed us over and made my 5yr old cry, we decided to try and get in anyway. The lines were not long and the prices were cheaper for my son. Overall we went from $412.88 USD to approx. $96 for the same exact entry and admission to every area.”

Helpful Report

Posted 1 year ago

“Our tour was cancelled, buy Viator insisted it was still going on. We went for a tour & found it indeed was cancelled. Beware of booking with Viator!”

Helpful Report

Posted 1 year ago

“Never again. Booked a reservation and nobody would reply with the time and place for a pick up. Spent an hour chatting to confirm my cancellation. Impossible to cancel a reservation. Once the help center replied that they would take care of the cancellation, I was 15 minutes outside of the cancellation window.”

Helpful Report

Posted 1 year ago

Viator is rated 2.1 based on 1,190 reviews