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Viator Reviews

2.1 Rating 1,202 Reviews
28 %
of reviewers recommend Viator
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
Read Viator Reviews
Visit Website

Phone:

888-651-9785

Email:

support@viator.com

Location:

360 3rd St #400
San Francisco
94107

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Viator 1 star review on 28th May 2025
Sandeepkumar
Viator 1 star review on 28th May 2025
Sandeepkumar
Viator 1 star review on 27th March 2025
Mari
Viator 1 star review on 27th March 2025
Mari
Viator 1 star review on 27th March 2025
Mari
Viator 1 star review on 25th January 2025
Colby
Viator 1 star review on 25th January 2025
Colby
114
Anonymous
Anonymous  // 01/01/2019
Joke of a company Booked and paid months ago for a trip to the roman colloseum, underground, arena, forum and palatine Hill. Just received an auto email stating tour cancelled? No explanation why. Everywhere else now booked up! Thanks Viator!!!!! Won't be using again- first and last time
Helpful Report
Posted 1 year ago
App didn't work. No refund issued..waste of money
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Posted 1 year ago
Customer service is terrible. I called them for 45 min abt an issue and the answer they gave me was "We will get back to you on email in a few days"... What was the long wait then? This is crazy...
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Posted 1 year ago
Run from this company. They are a scam. I booked an Eiffel Tour summit tour. We did not summit. They did not have tickets and it was an overall terrible experience. Im still trying to get a refund but i will make sure everyone knows NOT to book here.
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Posted 1 year ago
Hola para una experiencia muy desagradable me vendieron un excursión al palacio de alambra en granada España con casi dos meses de anticipación esas entradas después de haber cogido el autobús nunca aparecieron y querían que entráramos con entradas de otras personas que no concordaban con nuestros pasaportes para una experiencia desastrosa para mi me sentí robado y estafado
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Posted 1 year ago
Nunca vieje con Viator, la peor experiencia, nos vendieron unas entradas para Alambra, y cuando llegamos no existían, querian que entrarnos con tickets con otros nombres, que por su puesto no coincidía con nuestros pasaportes, la peor experiencia. Nunca mas seran una opción para mi en mis vacaciones. Son unos estafadores
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Posted 1 year ago
Stay away from this company They cancelled my tour same day as I booked it. The payment was authorised and has been sitting pending in my account for over a week and they refuse to acknowledge I can't get my money. Many many phone calls and emails and they just keep lying. Telling me it was voided and never charged...yet its still pending on my account and I can't use MY money. Dodgy company. Stay away
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Posted 1 year ago
What a joke , we purchase the eiffel tower tour and was an scam jajajajjaj lol , now we are waiting 4 hours with the tour guy to buy the tickets lol 🤣, something that we can do and paid less , NEVER NEVER buy something with AVIATOR . A joke
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Posted 1 year ago
Train tickets never provided. Have proof from agency they could not deliver but viator said they did so provided no refund. Will have to claim from bank. Would 100% avoid
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Posted 1 year ago
Hi the trip was so awesome, as I really enjoying it as very eyes open to learning about fish villages i really fancy the way of villages as close community ,buddha very jnterested and grace is very good to explaining about buddha , foods was nice to eat , Is was very highlights of my life as very open to understanding , Grace is awesome warm, funny as so much information to share , as find her heart is big to share, I would love her to my guide again Many thank you to make my day Lynne Smith new zealand
Helpful Report
Posted 1 year ago
We booked several tours with Viator while in Paris. The first 5-6 tours went well. The tickets arrived on time and the tour guide was available. For our last tour in Paris, we were supposed to see the Arc de Triomphe. The tickets never appeared in our email or the app. I even contacted Viator. Told them about our issue. They couldn’t help us. So I tried to get my money back. They said the vendor had emailed it to us. I told them that I needed a manager. He said the same thing that it was emailed. I explained that it wasn’t sent to our email or our app. I saw that a day later it had been sent to WhatsApp. Which I never use. Viator refused to give me a refund or rebate on the next two trips that have already been book. Lucky it was a small amount lost. But on principle I do not like poor customer service.
Helpful Report
Posted 1 year ago
We booked several tours with Viator while in Paris. The first 5-6 tours went well. The tickets arrived on time and the tour guide was available. For our last tour in Paris, we were supposed to see the Arc de Triomphe. The tickets never appeared in our email or the app. I even contacted Viator. Told them about our issue. They couldn’t help us. So I tried to get my money back. They said the vendor had emailed it to us. I told them that I needed a manager. He said the same thing that it was emailed. I explained that it wasn’t sent to our email or our app. I saw that a day later it had been sent to WhatsApp. Which I never use. Viator refused to give me a refund or rebate on the next two trips that have already been book. Lucky it was a small amount lost. But on principle I do not like poor customer service.
Helpful Report
Posted 1 year ago
Can I give a zero?? Don't use these clowns. They promised me a full refund when they didn't show up to pick me up. I would have made them come out of I had known they would cheat me out of $200
Helpful Report
Posted 1 year ago
I’ve been using Viators for 20 years, yesterday I booked the wrong date. Viators will not allow a change of date or even give a credit for future use. Done with Viator for now, moving onto the competition and hopefully better customer service. Bye Felecia!
Helpful Report
Posted 1 year ago
We booked a walking tour of New Orleans, and no one showed up at the meeting point!. Called the tour operator who told us we were not on the manifest, and Viator had not provided the information to them. The tour operator said this happens all the time with Viator. Called Viator who did refund our money. However, our entire day was an unorganized mess as we had planned around this tour! We will remember next time and book directly through the operator’s website!
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Posted 1 year ago
Don't book here, they are scammers. Even though we arrived at the place, it was impossible to take the tour due to a strong storm, it continued to rain for more than 6 hours. They took our money for a service they never provided. Viator said the refund had to be issued by the tour operator and the tour operator that it had to be Viator. Then they said no, due to refund policies. Obviously it is cancellation due to force majeure.
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Posted 1 year ago
Viator did not handle the issue below, only sent a form email… Booked tour to Chichen Itza and they used the “bait and switch” tactic. You chose All-Inclusive and they switch when you chose the hotel pick up option. Hidden at the bottom of the page (need to school way down) is a fifth option to choose “All-Inclusive”. The title of the page is All-Inclusive, so you think that’s what you’re getting. Many people were scanned tiles easy based on the one star reviews. This is a Trip Advisor company
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Posted 1 year ago
Our tour guide to Stonehenge, Bath, and Windsor Castle was superb. He was a PhD in archeology and gave a masterclass tour to us the whole day. It was superb. Our bus driver , however , was terrifying: swerving off both sides of the road, driving with one hand behind his head like he was dosing off- just a bad experience. I would absolutely recommend this tour, but would not step back on that bus with that driver again.
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Posted 1 year ago
If Viator don’t want their ratings to go down, I would suggest they remove the company name The company Star Blue Catamaran in Cancun from offering tours. We travel a lot and this has been by far the WORSE EXPERIENCE EVER!! I wrote viator my complaint, they said unfortunately they could not give me a refund. I asked for a supervisor and have not been able to get one. First of all, we had to wait outside in the heat for our driver to arrive thirty minutes late to pick us up for the excursion. The tour operator was unresponsive when I messaged them, and the phone was disconnected when I tried to contact. Furthermore, the driver did not apologize for being late when he arrived. In addition, he pulled over to the side of the road to use his phone and stopped to take films. We were then informed that we could not snorkel after the boat had sailed away after we arrived at the boat. We mostly booked for snorkeling, thus this was a tremendous annoyance. Additionally, there was a cost associated with reserving the coral reefs. yet we didn't get to see any reefs or be near any. I feel as if they waited to take our money first and sail off so that we couldn't try to cancel and get our money back. Another thing I noticed is that the music was not diverse at all. They have a lot of tourism going on so it was weird how they only played one genre the entire time. No one even wanted to dance or sing. Then, when we docked to eat we were told to be ready by 1:20pm. We had just docked at 12:20pm. Between docking late and having to walk to the lunch place we only had about 30-45 min to eat and use the bathroom. When my group walked back to the boat we were told that it's actually 1:40pm and to find something to do smh. Also, when we went shopping one of the workers said they would charge my friend $35; however, they charged her 700 pesos which is actually closer to $42. When she tried to tell them, they ignored her and still took her money. Lastly, on the way back our guide told us that our transportation was waiting for us. It was not. We got there and there was no one waiting. The guide then told us that it was actually a 5 minute wait. 5 minutes turned into 10, and then 20, and then an hour. Again, there was no apology for this. One of the families sharing the van had a baby who was obviously upset and hot and tired of waiting. Overall, if I could give this experience 0 stars I would. I hope that the customer service team takes note of my comments and kindly decide to issue a refund. I'm not happy at all and don't feel comfortable booking on trip advisor or viator if they just let any company have a booking page.
Viator 1 star review on 16th March 2024 Viator 1 star review on 16th March 2024
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Posted 1 year ago
This company is horrible. I planned a tour and was quite excited about it. We got to our destination and met another couple who had also planned the tour. We both got there very early and never saw a guide. We asked around and nobody could help us. Do to this We both requested a refund. The other couple received a full refund. I however did not. No matter how much I explained and mentioned the unfairness of them approving one refund and not on other. THINK TWICE before booking with Viator. Date of experience: March 11, 2024
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Posted 1 year ago
Viator is rated 2.1 based on 1,202 reviews