Name: Viator
Address: 360 3rd St #400, San Francisco
Rating: 2.14

“We use these guys yesterday for Arlington and Washington DC. Truly a miserable experience. Once we got to old town trolley they had to look up our reservation to find it because via tour information didn’t show up. Overall very bad experience and we not use these guys again deal direct with Old Town Trolley Tours DC.”

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Posted 2 months ago

“We use these guys yesterday for Arlington and Washington DC. Truly a miserable experience. Once we got to old town trolley they had to look up our reservation to find it because via tour information didn’t show up. Overall very bad experience and we not use these guys again deal direct with Old Town Trolley Tours DC.”

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Posted 2 months ago

“I had a terrible experience with Viator. I booked a private tour for 80 euros, but the provider changed the time and offered me a group tour instead. I agreed, but they never informed me of the price difference, even when I asked. Later, I found out that the group tour costs only 25 euros, meaning I overpaid by 55 euros for a service I did not receive. I requested a partial refund for the difference, which is only fair, but Viator has refused multiple times, even after reviewing my case. This is completely unacceptable and unprofessional. They took my money and refused to acknowledge the issue. I expected better from a company like Viator, but this experience has been disappointing. Be careful when booking with them, as they clearly do not care about fairness or customer satisfaction. I will never use their services again and do not recommend them to anyone.”

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Posted 2 months ago

“Really bad service. No one wants to follow up on my issue. No communication. I bought a ticket to the Petronas towers and it said it would deliver ticket to my hotel but didn’t give me the opportunity to say what hotel. Got into Viator chat, gave hotel and said company would be in touch…,., nothing. Spoke yo Viator chat again and asked yo follow up nothing….. Do not use Viator”

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Posted 2 months ago

“Horrible experience using Viator! Tours are overpriced and you do not get the full experience you paid for. Paid for dinner on a tour of Niagara Falls and did not receive the buffet dinner I paid for. Instead, I spent 8 hours on a bus to tour what is a 15 minute drive from my hotel to the falls. Dinner was 8:30pm at night, I was starving by that time! Arrived at the dinner location only to be told that the restaurant was stopping its dinner service in 30 minutes! The staff was literally in the process of taking food away while we were grabbing food. My family and I had to stack our plates with as much as the plate could hold and scarf down dinner. It was absolutely ridiculous! Do not, I repeat do not book a tour with viator. You are better off renting a car and touring the falls yourself. I promise you it would be a better experience. I am currently going back and forth with viator for a refund of the service I did not receive.”

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Posted 2 months ago

“I booked a trip from Miami to Key West that included dolphin watching and snorkeling. The bus ride was pleasant, with great views from the top. During the journey, I received a text with the details, but I didn’t realize that it only included snorkeling, despite having paid extra for dolphin watching. When I returned to Miami, I called the company, and they initially told me they would issue a partial credit. However, I later received an email stating they wouldn’t be providing any credit. I would advise staying away from this company if you want to avoid issues during your vacation."”

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Posted 2 months ago

“My friend booked a hot air ballon trip for 3 of us in Morocco. We canceled 3 days before the trip which the website said we could do and got a response saying it was canceled. They started emailing the day we were supposed to go asking where we were. Again said we canceled. They put the charge through which was disputed at the bank but they told the bank we went on the tour. Charged $638.”

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Posted 2 months ago

“Do not use Viator Very bad experience with them. I booked a helicopter trip special present for my hubby. Tickets were sent - all good or so I thought. A week later noticed my payment for the trip had been refunded and when I went to view my tickets they had gone. Viator insisted they’d emailed me to tell me they’d cancelled my trip but they were lying. They would not tell me why they’d cancelled it. Huge disappointed as it was a trip of a life time. Thankfully wee went through the helicopter company directly and booked a similar date and time flight.”

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Posted 2 months ago

“booked a tour on 3/11/2 in Rio de Janiero . My tour guide, Patricia, waited on two customers for 30 minutes during pickup. This unfortunately appeared to cause her to run late. At each stop, Patricia gave us a specific time to meet up, but left a minimum of 10-15 minutes early. We recognized this, and began to meet her at the van. Patricia did not communicate. At our last stop, we were given a time to meet and a place. I waited at the designated spot. Five minutes before time to depart, a lady on our van informed us that Patricia had left us all. We had to get a Uber back home. The person I was with communicated to Patricia at more than one spot that she was leaving people, and she would stop. Unfortunately people did not appear to advocate for me, the person I was with, or the lady that initially informed us that she believed the tour left us, in a foreign country.”

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Posted 2 months ago

“I booked roundtrip airport transportation from the Cancun airport to my resort. When I arrived, I was informed my reservation had been cancelled. We were stuck at the airport…all the transport companies were booked. We resorted to take a taxi that was double the price of our round trip fee for a one way trip. We were devastated starting out our vacation on a bad note and paying g $130 for a short taxi ride!!! I used this company last year and had a great experience….what a bummer!!! When I called Customer Service, I got hung up on!!!!!! I will tell anyone who we talk to….NEVER use Viator!!!!”

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Posted 3 months ago

“I booked roundtrip airport transportation from the Cancun airport to my resort. When I arrived, I was informed my reservation had been cancelled. We were stuck at the airport…all the transport companies were booked. We resorted to take a taxi that was double the price of our round trip fee for a one way trip. We were devastated starting out our vacation on a bad note and paying g $130 for a short taxi ride!!! I used this company last year and had a great experience….what a bummer!!! When I called Customer Service, I got hung up on!!!!!! I will tell anyone who we talk to….NEVER use Viator!!!!”

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Posted 3 months ago

“I arrives at the Leon airport in Mexico about an hour and a half drive to my destination of San Miguel de Allende amd was stranded because I prepaid Viator for a transport from the airport to San Miguel and AFTER I had landed amd gottem my luggage 8 received a text and email saying they had cancelled my transport leaving me abandoned at the airport. Will never use them again!”

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Posted 3 months ago

“We had a pick up scheduled for 10:30 and at at 12:21 still no show. After 3 calls to Viator they said they weren’t able to contact the tour provider - no answers to their calls or emails. What a joke.”

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Posted 3 months ago

“Viator, Today in Mérida I went on a Viator tour of Uxmal & the Chocolate Museum. Our guide was Diego, perhaps a long-time guide, but in view totally unacceptable. He asked no questions, and said almost nothing in the one-hour trip to Uxmal. I sat in the front seat, asked a few questions & got only a one-sentence reply. At the site he said little more than was seen on signs. Also the tour was advertised as covering admission charges, but we personally paid entry fees of Uxmal & another site we visited (Kabah?). My wife & I previously used guides many times & the guides were usually very good— but not this time!”

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Posted 3 months ago

“I was charged $357.63 for a tour that I have proof was cancelled. Viator is not a reputable company and unreasonable to deal with. I would not recommend them”

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Posted 3 months ago

“Appears the signage that states, “refunds for cancellations of your trip are easy” is not really always true. “Not for that trip” was our recent response. “Even though your web site says refunds for cancellations are easy?” Every tour is different. Knowing this. We are leaving aviator for “Get Your Guide” Simply terrible- bait and switch. Look elsewhere.”

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Posted 4 months ago

“Nothing went right. The tour guides were shady and do not respond to your messages or calls. Do not EVER use Viator for anything. They won’t reschedule your event and will try to rectify the issue two days later. Their customer response team will message you on WhatsApp with ignorant suggestions, bad grammar, and a lot of “per policy” answers. Complete waste of time and energy and I will never use them again until I get a refund. It’s pretty simple actually but they do not want to make things right to retain a valuable customer. I wish I couldn’t give them any stars.”

Viator 1 star review on 25th January 2025

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Posted 4 months ago

“PSA: Beware of using Viator (owned by TripAdvisor). You make the call but sharing as FYI. 1-One of their vendors (sub-contractors) tried unsuccessfully to scam me (and I'm told from hotels in Hawaii many other people but can't verify that) by claiming they would not honor a ticket for my daughter and wanted me to purchase another child's ticket. No way. So went with another vendor and it was a great experience even a few $ for the Viator purchase. 2-Assuming that Viator didn't know of actions by their vendor, I contacted them. Horrible customer service. No replies. Then talking with (I think) offshore customer service that didn't understand the issue and refused to elevate. When I contacted the most senior Viator management directly, mostly no replies but one person promised a reply. But of course, no reply. 3-I contacted their parent company TripAdvisor's CEO Matt Goldberg. I immediately received an email from someone else. But after claiming to be interested in dealing with the issue, they did not do anything and keep misunderstanding the issue, despite being regularly corrected on the facts. Anyway - I am sharing just as a PSA. I will never use them and would recommend others to have the "buyer beware".”

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Posted 4 months ago

“Horrible service. Couldn't get a date right . Twice !! Over promised. Said tour requirements were for 2 to 6 people. Kept getting cancelled as we were only a couple. Ruined a Maui vacation. Complete disaster. Never use them !!”

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Posted 4 months ago

“I booked a Buckingham Palace and Changing of the Guards tour with Viator Tours, and it was an absolute joke. The tour and tour guide never materialized at the appointed meeting place and time. Then, they were unreachable by either phone, text, or email. Despite not getting my tour (due to no fault of my own), Viator refused to give me a refund. Stay away from Viator, as they will steal your money. They are a horrible company that will not give you the services that you paid for. They are a complete scam!”

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Posted 4 months ago

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

Viator Reviews