Viator Reviews

Name: Viator
Address: 360 3rd St #400, San Francisco
Rating: 2.11

2.1 Rating 1,226 Reviews

27 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.1

Based on 1,226 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

“My holiday to the USA got cancelled due to covid in 2020 and Viator agreed to rebook my tour on a later date but when we wanted to rebook they would not reply after 6 months of trying.”

Helpful Report

Posted 3 years ago

“Don’t do it! Even if you can use your reward points…not worth it!! Booked two tours through them in the Dominican Republic both were like a bad dream! The 1st tour was just safety concerns and an overall rough experience and the 2nd was a fishing tour, 4 ppl got sick from other parties and they turned the boat around. Which is understandable, but we didn’t even get to fish and I’m still going to be charged??? How does that make sense? Wasn’t our party that was sick. They can’t even do the right thing and partially refund, something?”

Helpful Report

Posted 3 years ago

“DO NOT use viator! Worst website ever! I have booked countless experiences here and will not recommend it any longer. I recently booked a tour in Alaska and entered my pick up location in. The tour company INTENTIONALLY contacted me less than 24 hours before our tour to tell us that they cannot pick us up at our location. Viator now tells us we will not receive a refund of $450.00 back even though we did not attend the tour nor was this our responsibility. It lies on the tour company and Viator to double check and let their patrons know ahead of time if the pick up location is out of bounds. How would a tourist know if they could or could not pick up at a specific location? Crazy. So horribly unprofessional. I do not often write negative reviews but this one was a MUST! Funny thing is a viator agent specifically told me I could not receive a refund so viator “replying” to contact them to resolve this issue is all for show. I can’t reply to their comment personally on here so I wanted to give future clients a show as to how this company really operates.”

Helpful Report

Posted 3 years ago

“Very unhelpful customer service. I wanted to reschedule instead of cancel my reservation- instead they wouldn't let me do either because due to their lack of timely response my reservation fell into the 24hour window when i finally heard back from anyone. Wouldn't accommodate anything accept collecting the full amount for a tour I was unable to go to. Unhelpful, doesn't accommodate, poor communication. 0 stars”

Helpful Report

Posted 3 years ago

“Worst travel experience of my life Worst travel experience of my life! Viator left me stranded in Egypt for a Nile cruise that never existed. The tour operator never showed, never answered and Viator used every excuse to avoid assisting me in any way. I could’ve died in a foreign country and they still didn’t care.”

Helpful Report

Posted 3 years ago

“Viator Trip Advisor let me down horribly. Not only did they not honor refunding a Puerto Rico Food Tour cancellation I made through their partner Global Experiences in Dec 2021, but when I went to Jamaica in Jan 2022 Viator/ Caribbean Tours canceled a catamaran cruise on my birthday! LESSON LEARNED: I lost $500 to the Viator scam and I will look to schedule with a more reliable service than Viator in the future. :(”

Helpful Report

Posted 3 years ago

“I wouldn’t recommend booking tour through Viator. Booked a 5 day tour for me and my husband. We were packed and ready waiting at the hotel entrance to be picked up and guy on the phone kept promising that someone will come early at 7:30 am. on the start day of the tour. No one came. Our trip and entire day got ruined and wasted. The guy said there is no one on the tour except us so trip is cancelled. That was unbelievable. Why did viator book our trip at the first place? Kept us in dark. I will never trust Viator again. We owe apology and compensation for ruining our vacation. B. Shah”

Helpful Report

Posted 3 years ago

“Liars. Empty promises. Poor customer service. Regarding 830833546. Your company promised several times to escelate this - its been over 6 months now and after reaching out to you 5 different times on whatsapp, Ive finally given up. Avoid this company due to its abhorrent customer service and lack of compassion.”

Helpful Report

Posted 3 years ago

“On Sunday, I was supposed to do the excursion but I couldn't reach them by 8.20 am due to the weather conditions, so windy, roads closed, snowing, poor visibility due to blowing snow in most of the roads, as our hotel was located in Asborgir, 1 hour far from Reykjavic in normal conditions. I called them to ask them how we could do it because I would have love to visit the places, but they didn't give me any solution. In the first email they said I would reach their office in 45 minutes, that was the first lie. I asked them for a partial refund because I wasn't given the service, and it wasn't my fault, I think it would have been fair to be refunded partially. They said that I didn't contact the company to let them know about me having troubles reaching them (second lie). I called them at 8 am in the morning letting them know that we were trying to reach them but we didn't know how because of the weather. I sent them email with screenshots of the calls I made and the times, and even so they came back to me saying that anyways I won't be refunded. So make sure not to book with this company if your hotel is not in Reykjavic, you may have troubles getting your money back if you are not able to reach them”

Helpful Report

Posted 3 years ago

“I cancelled my ticket to visit the WTC in NY because my trip was cancelled. I booked a cancelable ticket but I never received a refund. I completed already 5 online forms but never received a reply....Last time I am booking with them.”

Helpful Report

Posted 3 years ago

“This company is terrible!! I would give NO stars if I could. They double booked us for a tour ( their mistake, I checked my email!) They said they wouldn’t refund the overcharge, “because it was past the 24 hours” HUH?! ALSO I booked a whale watch and had to change the date. I changed the date A MONTH ahead of time, and still was charged for both dates. Don’t believe them if they say “it’s straight, your date is changed, no extra charges. In the future I will use them for information only, and go directly to the business for my reservations the “old fashioned way” I already go directly to the hotel company for hotel reservations because they WILL NOT guarantee the conditions of your reservation unless you book directly with them. Saw a couple in Omaha get refused a room during a huge snowstorm because they had booked with a secondary site. NEVER AGAIN. My impression of Avatar is shot.”

Helpful Report

Posted 3 years ago

“The company took a payment of £120 for a trip in Dubia but when I contacted the operator they knew nothing about it and the trip never took place, Viator’s system does not allow customers to get a refund when this happens, please be aware when booking with this company as they are just a agent and once they have your money they are not bothered if your booking goes ahead or not as you will never get a refund, very poor indeed and needs bring to account by the industry.”

Helpful Report

Posted 3 years ago

“UPDATE: I heard from customer support who guaranteed us the refund was on the way (only after i wrote this review). I deleted the review, and the refund never came. Subsequent emails were not answered. This is unbelievable. PLEASE FOLLOW THROUGH AND REFUND ME FOR REAL. --- We scheduled this tour and then I tested positive for covid. We let them know before pickup for the tour and they responded and said they would refund that day. They did not and have not responded to messages since. Very disappointing and unprofessional”

Helpful Report

Posted 3 years ago

“En Octubre 2021 visite Coyacan Mexico desde California USA, necesitaba 2 boletos para el Museo de Frida Khalo, nunca habia oido de Viator y por error compre los boletos en linea con ellos pensando que era directamente con el Museo y que la cantidad por los dos boletos era en pesos Mexicanos pues me encontraba en Mexico, cuando me di cuenta de mi error y que la cantidad era en dolares ese mismo dia contacte Paypal tratando de parar la transaccion de $170.00, ellos me dijeron que tenia que contactar Viator, la publicidad decia 24 horas free cancellation, se negaron ha hacerme el reembolso a pesar de mis explicaciones de mi error, al final llegamos al acuerdo de que me devolverian $110.00 y me mandarian 2 boletos de el Museo, los boletos al Museo solo cuestan $15.00 por persona pero acepte, hasta este dia nunca recibi ningun reembolso y al Museo desafortunadamente ya no pude asistir, simplemente les regale a esta compania $170.00 por nada y que para mi significa mucho dinero, fue mucho el esfuerzo y el tiempo que gaste tratando de recuperar mi dinero pero fue infructifero.”

Helpful Report

Posted 3 years ago

“Title: Andres Ramirez Carvalho On Sunday evening, my girlfriend and I booked a three hour tour of Stockholm on Viator — according to Ramirez, this wasn’t nearly enough time to explore the city. The following day, I was happy to find a brief, but pleasant message explaining the main attractions we would see, and if any requests were curiously lingering within our minds as to potential exploration spots; of course, as tourists, we did not. Long story short, the first 45 minutes give or take, were decent, but somewhat awkward as dead silence and requests on where to go next would constantly plague us. A dull, shameful, and lifeless excuse for a guide who I’d avoid like a crazy mother-in-law — it’d have been a heck of lot more exciting if this was our guide! P.S Ramirez is supposedly a 15 year resident of Sweden who couldn’t even answer the most basic of questions like: “What’s the significance of all the lights on peoples/businesses windows?””

Helpful Report

Posted 3 years ago

“Incredibly bad customer service. Booked the wrong show ticket dates and immediately contacted company to change my "no change/cancellation policy" purchase. Instead of a simple change order they refused and kept my full deposit. Then I filed a complaint wherein they replied with a canned corporate statement " we take every customer feedback seriously" what a complete lie. Taking money without providing a service or product is "stealing". No other way to put it.”

Helpful Report

Posted 3 years ago

“A tour in Cancun booked via Viator was missed because of the operator. I called Viator and asked for a refund and said they will issue it to me, only that never happened. Followed up with Viator a couple of weeks later and said the operator never requested a refund on my behalf.”

Helpful Report

Posted 3 years ago

“I booked a trip with Viator on 12/29 in route to Milan for a tour on 12/30 that was departing at 7AM. A few hours after my booking around 6PM I received an email from Viator letting me know I needed a Covid Allegen Test no more than 24 hour old or a 48 Hour PCR Test. I told them I had just flew in and by the timeline the tour arrived my Allegen test was less than 48 hours old as I did it at 10:30PM on 1/28. They told me this was not acceptable. I informed them to please cancel and issue a refund as I was not able to get a test before 7AM not only were the lines incredibly long due to a covid crisis at the time in Milan, but all pharmacies were closing soon and there wouldn’t be enough time. They didn't refund because I cancelled within 24 hours well I also booked within 18 hours before the trip. Complete Scam!”

Helpful Report

Posted 3 years ago

“My family booked an excursion for Chichen itza and we’re directed to meet at the HM HOTEL at 6am for shuttle transportation. We had to arrange a taxi to take us to this meeting point and when we arrived, we waited for over an hour before receiving an email that our excursion was canceled due to COVID restrictions. Viator agreed to refund our tickets but not our taxi or time. They suggested giving us a discount for another excursion. No thank you, my family will never do business with your company again!”

Helpful Report

Posted 4 years ago

“WARNING! DO NOT USE VIATOR! They take no responsibility whatsoever if you have a horrible experience or if you don't get what you pay for. I booked a one day trip to Washington DC and Philadelphia. Before our trip our guide who barely spoke English told us there was a snowstorm coming in to Washington. Instead of canceling the trip they decided to continue with the road trip (cause they want our money of course). We're stuck in the snow storm for 3.5 hours. The trip was rushed and they didn't even drive us to Philadelphia. Our guide told us there was 3 inch snow there and that we weren't able to drive there. Me and my sister sat behind the guide and we saw her text her manager saying there was a lot of snow and that we couldn't drive to Philadelphia. The manager responded that their other busses had made it to Philadelphia! And then she blamed it on the passengers. That we didn't want to go. She promised everyone a refund so I didn't argue with her. 12 hours without food and lying to us that every restaurant on the road was closed... she even left behind a man in Washington and told us he could get a cab or train from there. Great customer service! NOT! I asked for 50% of my money back since we didn't drive to Philadelphia but now Viator refuses to give me my money back! First Viator told me the local operator wouldn't give me a refund because there were a snowstorm. When I confronted Viator about this they told me the local operator wouldn't give me a refund because the passengers didn't want to go to Philadelphia. Two different explanations that Viator don't seem to react to. And why do everyone pay for a trip to Washington and Philadelphia if they don't want to travel to Philadelphia?!! They did offer me 25 dollars to use on a different experience but why would I use Viator again after my experience?! Lol So Viator works fine if everything goes as planned but don't expect them to take any responsibility if your trip is horrible or if you get scammed. You won't get your money back! And they will blame it all on the local operator not wanting to give a refund. So do yourself a favor and buy your tour directly from the local operator to save some money (usually much cheaper) cause Viator will only charge you more and will take no responsibility if your trip don't go as planned.”

Helpful Report

Posted 4 years ago

Viator is rated 2.1 based on 1,226 reviews