Viator Reviews

Name: Viator
Address: 360 3rd St #400, San Francisco
Rating: 2.13

2.1 Rating 1,191 Reviews

28 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.1

Based on 1,191 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

“I would give them ZERO stars if that is an option. The customer service is terrible and booking simple tours and transportation was very cumbersome and confusing. Getting a refund was even worse especially when dealing with the customer service reps who are note trained at all to work with customers. This business will not do well for very long sadly.”

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Posted 3 years ago

“This tour was false advertising!!!! The tour was very unsafe no one had a mask on. I asked the tour guide about it his response was coming to Vegas is not safe.”

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Posted 3 years ago

“VANESSA the supervisor lied to me on multiple occasions. She is also RUDE and doesn’t take her job seriously. Her lack of regard for customer support and satisfaction is displayed through her tone of voice, ARROGANCE and Disrespect.”

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Posted 3 years ago

“I booked a sunset boat tour with Viator and in the forecast it called for rain all day and it did rain all day in downtown Chicago, I canceled the 24hrs day before the trip and the would not refund my money and there policy clearly states that they would issue me a refund!!! This went on for days. I work hard for my money and I have family to support. They would NOT refund my money. I did not want to give even one start. Never got my refund. I will never book from VIATOR”

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Posted 3 years ago

“The sagrada famiglia tour was horrible. Gaudi would feel disrespected. Never will I use viator again.”

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Posted 3 years ago

“I bought concert tickets to the Kursalon in Vienna for myself, my husband, my cousin and two dear friends. I went on the Tripadvisor/Viator site 2 days prior to our leaving for Europe and no cancelation of the event was noted. We made arrangements with the cruise director to have transportation to the concert although the rest of the cruise ship passengers were attending a separate concert that evening. We went to the Kursalon and struggled to find out if there really was a concert and whether we were in the right place or had the right door. When we were finally told there was no concert I was devastated for the others in my group. I had lead them to what I thought would be a better concert. This is unacceptable. You can’t sell tickets to an event that is not held and expect to have a business that survives.”

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Posted 3 years ago

“Told to be at Bahia princess hotel for 8 am we arrived at 7.50am only to wait for 50 mins with no collection booking ref BR-830823878 no happy please reply”

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Posted 3 years ago

“Booked scuba tour for next day, nothing in the main page mentioned anything about a certification required (hidden in more details). Tried to cancel within 5 minutes, no refunds. Contacted the local tour operator, they said no problem but to contract viator for refund. viator says no. Ended up charging back this amount.”

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Posted 3 years ago

“Shame on you. "Bourbon Tour: Woodford, Buffalo Trace, Wild Turkey or Other" reads as if Woodford and Buffalo Trace are integral to the tour, and the third distillery could be Wild Turkey or another distillery. This is NOT the case. I would encourage Viator to reword the tour title to reflect transparency (e.g., Bourbon Tour: Three Iconic/Traditional Distilleries). Then list the potential distilleries, which include Woodford and Buffalo Trace.”

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Posted 3 years ago

“After we waiting for the tour guide to show for our Beatles Tour in London, they never showed. We had not been looking at our home e-mail because of the cost of using our phones while in the UK. We later looked when we got to the hotel with free WI-Fi. Viator canceled on us the morning of this tour. Shame on them. Coming from the US to London, do they think we just book tours on a whim? We were so disapointed. We will not book with Viator again.”

Helpful Report

Posted 3 years ago

“Awful customer service I have come across. Be careful with using Viator. They have lost me, and from the look of most of the other reviews, a lot of costumers. Make sure to spend your money elsewhere as these guys are stacking up a lot of money on services not delivered.”

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Posted 3 years ago

“We booked a total of three trips with them, tried to cancel one well within the 24 hr period and they were absolutely terrible. One lady actually hung up on my wife. Finally said they would refund the trip but didn't! Terrible company...”

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Posted 3 years ago

“worst site ever worst site ever! booked an excursion and the bait an switch was pulled on me, i contacted viator, they contacted the tour provider who lied about what happened and viator took their site. i was out the money and had to file a claim with my credit card provider. i left feedback on their 'honest' website about this particular tour and after being up for a few days they deleted it. scam website. never again viator!”

Helpful Report

Posted 3 years ago

“Booked a trip with Viator to go whale watching and we let them know we had 2 wheelchair guests. Unfortunately, we drove around the area for 45 minutes but they had no handicapped parking available so we missed our boat. We called them immediately but they would not allow a refund.”

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Posted 3 years ago

“Terrible service. It’s a scam which we paid a lot of money for - we turned up at uffizi gallery door 1 entrance and nobody was there for 30 minutes and when we contacted the operator they took 20 mins to reply. Really upset.”

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Posted 3 years ago

“Worst customer service ever. Do not book anything through this company. You have been warned!!”

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Posted 3 years ago

“First they got my name wrong on my tours. They were contacted about this and I was informed that the trip to Machu Picchu and rainbow mountain in Peru sells out and they would have to cancel it and try to rebook and they didn't know if it would be able to rebooked. They told me to just leave it as is and all will be fine. I stupidly agreed. The day before the tour I had not heard about a pick up time or any thing at all. They probably could not contact me because they were looking for a person that does not exist. The real problem occurred when I now call viator they will not help me nor tell me any information because I am not the person listed on the tour. I gave them the credit card number used to pay for it, which is in my name. They said it was the right number but they have it with the wrong name. yet it appears on my billing statement with the right name. Argued with them for hours in my hotel room in Peru with no results. The most ridiculous customer service I have ever dealt with. Would not even try to help me. Just said they would have to launch an investigation. I will never use them again. BEWARE!”

Helpful Report

Posted 3 years ago

“I scheduled 3 events through Viator. One event supplied a pick up time and location. The other two gave no pick up information at all. One I was able to contact to step up the correct information. The second I was given the incorrect pick up information and lost $100 for the event and $12 cost of transportation to the incorrect pick up location. Call the company and purchase the event yourself. Don’t use a secondary company!!”

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Posted 3 years ago

“Here is what happened to me with Viator. I booked a Nile cruise through them. They use another tour operator to book the cruise. Today, 2 days before my cruise, I was told the tour operator cancelled my booking. I called Viator customer service, to find out what happened. I spoke to Neila. She told me she would call the tour company and find out what happened. In less than 1 minute, she got back to me. She told me that the cruise was cancelled because of significant global events. I even got a email to that effect. Somehow, our call got disconnected and I had to call back. I spoke to someone else. I wish I had her name, she was good. After a couple of minutes on hold for her to find out what happened, she told me that the tour company accidentally cancelled my booking. I would have to cancel my booking and rebook at a higher price. I decided to cancel. I understand that it was not Viator who screwed up the reservation. Neila lied to me not only by voice, but with an email as well. All she had to do was to call the tour company, to find out what really happened. Instead, she put me on hold for less than 1 minute and told me this B.S. story. Not only was I disappointed about the trip, but Neila lying about it, that was a slap in my face. If Viator employs such dishonest people like Neila, maybe this is not the tour company to use.”

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Posted 3 years ago

“They cancelled in me in the same day as the excursion and then said there was no refund. Don't do business with this company!”

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Posted 3 years ago

Viator is rated 2.1 based on 1,191 reviews