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

“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 1 month 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 1 month 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 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 2 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 2 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 2 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 2 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 2 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 3 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 3 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 3 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 3 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 3 months ago

“Viator.com is a scam company. Do not book with them. If you get a charge from them call you bank and report the fraud.”

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Posted 3 months ago

“Des voleurs, j’ai été chargée deux fois sur deux cartes différentes car leur site ne fonctionnait pas et ils refusent de me rembourser. Je me bats depuis une mois et ils donnent des fausses preuves à PayPal que je ne peux même pas voir pour clore le dossier. Le tour était aussi très décevant. Quelle perte de temps et d’argent”

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Posted 3 months ago

“I booked a tour for my family’s holiday cruise vacation in Europe. The tour I purchased was specifically for cruise ship passengers on the world Europa MSC in Malta. Unfortunately the cruise ship announced the night before that we would not be docking in Malta for unknown reasons and diverted to Palm de Mallorca instead. I immediately called Viator to cancel the tour which I was told it was 30 minutes past your own 24hr policy cutoff. It was right at the 24hr cutoff and having just learned this information from the cruise ship. I never did the tour obviously because of this and they refuse to refund me. They have actually threatened to turn me over to a collection agency and have told me that I had no legitimate reason to cancel. Really? Absolutely the worst customer satisfaction policy on the planet. I will never be using Viator tours again and will never recommend them to anyone. You know what they say, you tell 1 maybe 2 people about a good experience but you tell 20-30 about a bad one. It’s really sad.”

Viator 1 star review on 11th January 2025

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Posted 3 months ago

“Best game they scam they don't help people they don't give refunds they don't even call their customers their response is automated and they do not give refunds for things that they were supposed to provide an activities do not book anything through them do not engage with them do not buy anything from them they were supposed to give me a refund they were supposed to call me they called me about an hour or so after the situation occurred I was not able to attend I am not able to go back to the location it was supposed to be holiday but it did not happen they've not given me refund they said I won't so please please pass this on please spread the word go to social media contact this CEO make sure that you hear this because you're sure if you something goes wrong they would not give you a refund and they'll make up a damn stupid excuse and they will be stealing your money that we taking everything from you and making your holiday your worst experience”

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Posted 3 months ago

“DO NOT USE THIS COMPANY!! We have not been refunded for a trip that was booked in Rome. We were told to be there to meet someone with our tickets at a particular time and place and nobody showed up. We therefore missed our trip to the Vatican City and extremely dissappointed. No refund has been issued and the cusomer service has been appalling. DO NOT USE THIS COMPANY!!”

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Posted 3 months ago

“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

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Posted 3 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.”

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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