Viator Reviews

Name: Viator
Address: 360 3rd St #400, San Francisco
Rating: 2.10

2.1 Rating 1,236 Reviews

27 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.1

Based on 1,236 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

“Cancelled tickets 3 days after booking. Ruined my chances for visit one of my dream exhibition as tickets were then sold out.”

Helpful Report

Posted 6 months ago

“I booked a tour over the phone after giving all my details, including my hotel in Sedona for pickup. The representative confirmed everything and charged my card, but later I was told they only pick up in Las Vegas, a completely different state. When I called back, instead of fixing their mistake, they tried to charge me even more money for a “private tour.” Every time I spoke to someone new, the story and price changed. One person offered a 10% discount, another quoted higher, and a third pretended to “help” only after I called him out. They also make you enter your credit card information over the phone, which is not secure and made me extremely uncomfortable. This company has dishonest, inconsistent, and unethical practices. Save yourself the stress, book elsewhere with a reputable company that actually honors your booking and uses a secure payment system.”

Helpful Report

Posted 6 months ago

“I booked the Niagara Falls Canadian Side Tour and Maid of the Mist Boat Ride, got sick couldn't go. I called them, saw a doctor and got a record of it. They charged me (a lot) anyway. Have you ever gotten sick on a fun trip from overeating or drinking? Or maybe just the excitement? A new place, new food and water, then suddenly you're having bad stomach upsets and can't even leave your hotel room. It happens, maybe a lot. But when it does, Viator won't refund your tour cost. They wanted proof of "hospitalization." Severe stomach problems don't require hospitalization, but constant access to a bathroom is a must. On an all day tour you simply don't have that. So why insist that I should have gone? This was an awful experience.”

Viator 1 star review on 6th October 2025

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Posted 6 months ago

“The Viator tour of Banff Gondola Lake Minnewanka Johnston canyon and Banff Town I booked was off again, on again and finally cancelled by Viator in the eleventh hour. Very disappointing. The previous Viator tour I booked had a driver who, by his own admission was “not a tour operator”. He said it several times. He drove us to the destinations mostly in silence then left it up to us to discover what was there. I would not book with Viator again.”

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Posted 7 months ago

“Rip off. They will not back you up if your cancels”

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Posted 7 months ago

“Difficulty contacting vendors, 2 out of 3 tours not confirmed, threatened to not refund, and not rescheduled. I traveled to Granada with these tours in mind just for them to be canceled 3 hours after I landed. I could have changed my travel dates, but this happened which gave me a false hope of doing what I traveled for ??? Insane… stick to GetYourGuide”

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Posted 7 months ago

“If I could leave a half I would. Day before Alhambra tour after I had booked paid and received tickets got a message from tour company need to cancel my ticket and upgrade me to a more expensive ticket AFTER I HAD MY TICKET IN MY HAND FROM VIATOR - left me between a rock and….had no choice had to go to office and get new ticket day of my tour.”

Helpful Report

Posted 7 months ago

“Have booked and paid $218 for Seminyak food tour. Conformation email from you at 2.08pm today to meet at Wurung Eropa at 5pm and we have a no show on guide. Am now extremely annoyed and requesting a full refund via Paypal”

Helpful Report

Posted 7 months ago

“Global Experiences Card Customer service is horrendous and condescending. Andrew should NOT be in customer service representing you all. He is the least helpful person I’ve dealt with in a long time. We found other tours to do on our own.”

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Posted 8 months ago

“Horrible Company!!! I paid for reservation with them, then received WhatsApp message from tour operator shortly after saying they could unfortunately not accomodate us in our location. Company refused to offer refund. STAY AWAY AT ALL COSTS!!!”

Helpful Report

Posted 8 months ago

“Bus never showed - apparently the local tour group changed pick up location and never told us - we waited from 7:30 AM till after nine . Was impossible to get through to a person - and super difficult to get an actual phone number . Totally ruined our trip . Was supposed to be a 15 hour tour - highlight of trip . Gone . Why didn’t they try to reach evrn one member of our group???”

Helpful Report

Posted 8 months ago

“Buyer Beware”

Viator 1 star review on 13th August 2025

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Posted 8 months ago

“I have been a loyal client for a long time, but this experience was a major disappointment. Due to a default setting in the Viator app—likely caused by a previous booking—the dates were set incorrectly. I contacted customer service, and unfortunately, Kenneth, the representative I spoke with, was completely unhelpful and unprofessional. He showed zero empathy and made no effort to assist me. I’m truly disappointed by the level of customer service I received. Very unfortunate experience”

Helpful Report

Posted 9 months ago

“Pathetic experience. They cancelled my harry potter tour 1 week before the tour which was booked 1 month ago. Highly disappointed. Never booking with viator again”

Helpful Report

Posted 9 months ago

“We had tickets for Niagara Falls boat tour, my sister in law had a pulled muscle and couldn't attend, they refused to give her any compensation back, at $160, keep $50, for any hard work that you think you've done, and refund the rest. I will inform anyone that I talk yo about Niagara Falls, to NOT book with Viator. Shame on you , for doing absolutely nothing 👎👎👎👎👎”

Helpful Report

Posted 9 months ago

“Booked a tour through Viator and was promised pickup — confirmed it twice via their customer service. Waited with my elderly mother and no one ever came. The tour operator said no transport was even arranged. Viator refused to refund me. Completely unacceptable and very disappointing experience.”

Helpful Report

Posted 9 months ago

“I somehow was booked on two different viator tours on the same day from Paris. I only knew of one which I took. However viator took the full payment for the other tour which of course I couldn't take, can't be in two places at once! I requested a refund, or even part refund or credit towards a future tour. Viator told me bad luck, offered no compensation. I will never book through them again and I had been a loyal customer”

Helpful Report

Posted 9 months ago

“I booked a boat tour in Ireland for 4 people. Viator provided the wrong departure address, so we missed the boat. I called the actual tour company, and they told me it was the wrong address provided by them. Viator refused to refund my money or give me a credit to do something else that day.”

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Posted 9 months ago

“I booked a tour in Rome through Viator. There were significant train delays and I was going to be late for my tour so I contacted Viator and asked if the tour could be rescheduled. I was told it could, two days later at the same time. The next day, I didn’t see the new voucher in my app so I contacted them. I was told sorry, we told you wrong info so no tour and no refund. Turns out they charged me about 5 times what the tour operator was charging anyway. I rebooked through the vendor but Viators customer service was condescending and unapologetic for flat out lying to me. I will never use them again.”

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Posted 10 months ago

“Viator and VIP Ontario Tours Stay away from VIP Ontario tours and Viator. Both gave me incorrect information for departure times and location. Now weeks later I am still being blamed by both companies that my family and I arrived late to the meet area. I clearly proved that we were early to the address and location given to us but all VIP Ontario tours and Viator can say is that we were late and then threw us onto a different tour bus. I spent too much time calling both companies and chatting on WhatsApp in and around our tour and still left being felt that we were the problem and not responsible taken by either company. Ignorance to say the least. Do not waste your hard earned money on companies like this that we blame you for their mistakes. Find another tour app or company to enjoy you time in and around the Toronto city area.”

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Posted 10 months ago

Viator is rated 2.1 based on 1,236 reviews