Viator Reviews

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

2.1 Rating 1,202 Reviews

28 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.1

Based on 1,202 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

“Had food and wine tour booked in Bilbao and had tour cancelled twice. First time tour operator contacted me to inform me of the cancellation but I had to cancel with Viator to be able to process refund..within 5 to 7 business days. I then booked a similar tour with another operator via Viator and received the confirmation of booking. Turned up to meeting point as advised and no show from tour operator. I then contacted tour operator who said no tour was booked despite receiving the confirmation..I then had to contact Viator to process another refund. ..and wait 5 to 7 business days. No explanation offered by Viator..will never use them again”

Viator 1 star review on 5th January 2025

Helpful Report

Posted 6 months ago

“Rented a car to drive from Malaga to Granada to do tour of Alhambra, after trip was confirmed twice. An hour before tour was to start and already at meeting please, we were informed all tickets for indoor tour were sold out and all they could offer was a tour of the outside of Alhambra and city center, which we were not interested in seeing. Ruined our day and tour operator was misleading and not apologetic. Worse experience possible for me and my family.”

Helpful Report

Posted 7 months ago

“trips to the bioluminescent bay in Vieques, Puerto Rico were double booked. several families, including ours, were bumped to later tour times with no advanced notice. we waited 2.5 hours with no assurance we would really be going on the tour that night at all. while the actual time on the water was fabulous, the rest was awful”

Helpful Report

Posted 7 months ago

“We have had a private tour booked(6people) to go to Hakone from Tokyo at 7am on Monday 30th December over 2 months ago in Australia. The company cancelled our booking the night before (around 8pm) with no explanation. They do not provide any suitable alternative or options. So we have to find our own way to Hakone with extreme difficulties. PLEASE DO NOT USE THIS COMPANY”

Helpful Report

Posted 7 months ago

“During the coach journey from Queenstown to Milford Sound cruise, the winding roads caused severe motion sickness for both of us. My wife became extremely ill and vomited multiple times. Upon reaching Milford Sound, we sought assistance from the driver, but the only option provided was a helicopter return at a cost of NZD 995 per person. We reluctantly agreed, paying nearly NZD 2000, expecting a more comfortable and immediate return. However, we were dismayed to find ourselves back on the coach for over an hour, worsening my wife’s condition. There was no medical support or assistance provided, which is alarming for such a remote and potentially hazardous journey. Our Christmas plans were completely disrupted, and this experience has left us deeply disappointed. No response from Viator for my email!”

Helpful Report

Posted 7 months ago

“Viator double booked our trip with 90 extra people for the everglades tour. When we arrived 45 mins early to check in we was told that there was no room for us that they have been arguing with viator for the last 6 days cause they won't stop selling ticket to sold out events. Once I got customer service on the phone they wanted to send me off on a night party boat 3 hrs later instead of giving me a refund well I had prior plans and couldn't do the party boat tour so I was told they'll try to get me a refund. Very rude and argumentative.... I do not recommend using viator ...”

Helpful Report

Posted 7 months ago

“Buyer beware!!! They try to screw you. No refunds and no integrity. Don’t book anything w them!”

Helpful Report

Posted 7 months ago

“After booking and paying they cancelled our trip weeks later due to being overbooked and cancelled our trip. By the time they canclled I couldn't book the same type of trip since they were all sold out. it was really very frustrating and simply not right”

Helpful Report

Posted 7 months ago

“I had to cancel an excursion on tje day of. I was on a ship and due to bad weather the captain canceled all shore excursions sponsored by the cruise line. Our excursion was through Viator and we had to comply with the captain’s orders and cancel. Viator would not refund our money.”

Helpful Report

Posted 7 months ago

“Horrible experince with Viator. I am a service member and was given orders to report to duty on the date of my tour. I called and tried to rescheudle and they would not. They wanted to charge me 400.00 to rescheudle or just cancel. They were rude and inconsiderate and they ended up canceling the tour since I told them I could legally not attend due to my orders. They have sent me emails stating that I was rude for canceling within 2 hours. I will never book again and will let all my fellow soldiers know not to as well since they do not care about military members or assist them when they have military orders. Terrible christmas experience.”

Helpful Report

Posted 7 months ago

“I booked a trip. Contacted the tour operator a day before to confirm that I would be waiting outside in the lobby at 7:20 am for an 8 am trip. No one showed up. My hotel called the tour and they said to waiting outside in the lobby from 8:00 am to 8:15 am. No one showed up. Called again (via my hotel) and they decided not to pick up the number. Then called with a different phone and they picked up. The tour started yelling at my husband (he was not mean to them) and then hung up. In the meantime, I am speaking with Viator and they claim non-refundable ticket and they aren't doing anything about it. So then tour tells Viator that I booked on Christmas but I changed the booking to the next day (I did not). Viator is blaming me for changing the date. Meanwhile, the tour is offering us a tour the next day and a free airport transport (total value is 20 US dollars). We cannot accept because we booked another tour with Viator the next day. After Viator claimed that they cannot refund, they are trying to refund after they realize that my messages to the tour PROVE that I had a tour and asked about the pick up and never changed the date of the tour (as alleged by the tour company). They KEEP trying to offer a refund and I continuously remind that they my ticket is non-fundable (as claimed by Viator) and I wanted someone to pick me up right now to go on the tour. Viator held no accountability. Said they have no fault because they are just a platform and not the vendor. Our issue is with the vendor and not Viator. They immediately offered the refund that they said they could not do (my credit card refunded me the same day) and that we it. I had to cancel my next day trip and rebook everything through a hotel - My total loss was $203 dollars from Viator and 200 for the rebooked trip (the trip total was $400 but I would have paid $200 if not for Viator).”

Helpful Report

Posted 7 months ago

“We booked an ice cave trip through Viator. No one showed up to take us on the tour. We had looked forward to this trip for more than a year. Viator admitted they failed to tell the tour operator we had booked the trip. Later Viator customer service emailed us contract provisions they said meant Viator wasn't responsible for anything and that we should contact the tour operator if we were unhappy that no one picked us up for the tour. Missing this tour ruined our entire vacation. I would never trust Viator again. Viator is quick to take your money but doesn't stand by any of their promises and blames everything on the tour operator they selected.”

Helpful Report

Posted 7 months ago

“I would not recommend Viator, me and my kids booked a trip of a lifetime to Rome, Italy booked a tour to visit Florence...the tour company did not give clear instructions of the meeting spot...while in the area of the meeting spot and not able to find the specific bus...I started calling the company as well as texting the tour operator asking which bus to only get a message from the tour operator, if you don't be here in 1 min we are pulling off, which is what they did. The agent at the office said well you won't get your money back but we can give you $25 off the same tour the next day...the tour was $449..I stated we will be on a plane the next day going back to the states, she stated it's nothing we can do. I tried contacting Viator about the experience, of course no one answered. So I contacted my bank to file a dispute and I received an email from Viator saying for me to remove the dispute or they would file a lawsuit and the email also stated in a set of tricky words if I reply to the text, I come in agree with their decision to remove the dispute. Of course(not comprehending until later), I replied in anger which means the dispute was lifted and I never received my monies!! The other part to why you shouldn't book with Viator or than they are a scam, we actually bought tickets to go to Florence and Pissa by way of train for $30 and had a wonderful time, on our own terms.”

Helpful Report

Posted 7 months ago

“Ich habe über Viator ein Ticket für das Paris Museum gebucht, mit einer geplanten Eintrittszeit um 11:00 Uhr. Leider habe ich das Ticket erst um 14:30 Uhr erhalten, was den geplanten Besuch unmöglich machte. Trotz meiner Beschwerde wurde behauptet, dass das Ticket rechtzeitig zugestellt wurde – was definitiv nicht der Fall war. Am Ende blieb ich auf den Kosten sitzen und habe keinerlei Unterstützung erhalten. Ich bin extrem enttäuscht von diesem Service und werde Viator nicht weiterempfehlen. Wer Kopfschmerzen vermeiden will, sollte sich lieber für eine andere Plattform entscheiden. Für mich war es das erste und letzte Mal.”

Helpful Report

Posted 7 months ago

“We booked two tours in Rome with Viator they moved the time of both of them with less than 24 hours notice. Which cut back the time at each tour significantly. One tour we couldn’t even find the guide. They don’t communicate back with you at all! Highly highly don’t recommend!”

Helpful Report

Posted 7 months ago

“Booked a tour in Turkey 4 weeks before I travelled. I messaged the night before to check pick up time to be told no tour as not enough people from the area I'm staying in. No refund given despite several messages and phone calls to Viator. They have had my money now for 9 weeks. I'm now trying to claim back through the bank. Tours look good value but many are not going ahead and customer service is non existent.”

Helpful Report

Posted 7 months ago

“We missed our bus. We came on time they didn’t wait for us . Again they are asking money to take another time bus.”

Helpful Report

Posted 7 months ago

“Overbooking. Our trip got cancelled. Asking 50$ extra for next trip”

Helpful Report

Posted 7 months ago

“NOTRE DAME Skip the Line tour. FALSE we are only going to see the outside, so WHERE IS THE LINE? Very deceptive, and of course NO REFUNDS”

Helpful Report

Posted 7 months ago

“Do not use viator. They cancelled our excursion and still no refund. Do not use them”

Helpful Report

Posted 7 months ago

Viator is rated 2.1 based on 1,202 reviews