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

“I’d give 0 if it let me. Private Tour to Saqqara and Memphis and Dahshur with Tour Guide. My experience with the tour supplier and Viator has been horrific. The tour guide didn’t show up. I tried repeatedly the local number that was given to me and it just rang and no one answered. I then had to at significant cost call Viator long distance from the hotel to try and find out what was going on as the weren’t responding on messenger. After I got through to them and a long wait they said they spoken to the supplier and they would be there in 15-30min max (which was already 1.5hr late). They never showed at all which I immediately reported again to an agent on messenger. I lost an entire day of my holiday (I flew in and paid for hotel one day early soley to take this tour) and a month and a half later I’m still battling to try and get the refund including call costs incurred. So much of my time has been wasted. I would not recommend the tour guide as they don’t show up and I would not recommend Viator as they don’t hold their suppliers accountable by making sure they turn up nor do they treat their customers fairly by issuing a fair refund.”

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Posted 6 years ago

“Was left behind on a DC nite tour along with four others. No apology and no refund.”

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Posted 6 years ago

“I arrived at 12 :30 at the airport. The driver came at 13:05 and it was full with 8 persons with huge langagues.. Till my hotel(near Opera)he made almost 3(three hours)!!!!! They dont care if the hotels are in diferent directions. The driver was unpolite and ironic. I will never use it again”

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Posted 6 years ago

“Booked a skip the line ticket for a 9.30am time slot in Florence 3 days before and the ticket just said pending and no way to contact them to check. They took the money. I managed to ring an Italian customer help line who also said they couldn't help... the day before the booking. She finally gave me an email address...but this was not available on the viator website. A few hours later we got confirmation bit it did not say anything had changed. We turned up at the attraction and they had changed the time to 13.45 but it was not evident until we had got the tickets and lined up for the skip the line! Luckily the person at the attraction was very kind and let us in anyway. I wasted a fair bit of holiday time trying to get through to them and wondering if we could see the attraction. Woukd not book with them again. They need to have a more obvious customer chatline or help email that is manned for tourists in every time zone. Maybe they should not deal with late bookings either.”

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Posted 6 years ago

“I booked a day trip from Marrakech to Desert Agafay sbd Atlas mountains It was a great experience!!”

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Posted 6 years ago

“DO NOT BOOK WITH THEM!!!!!!! I wish I would have seen all this reviews before I did. Terrible customer service!!!!! Booked an excursion in Mexico was never picked up or contacted. They claim we were no shows and then refused to give us a refund. Company is a scam!!!!!!!!!!!!!!!!!!!!!!!!!!!! Very rude and a waste of money”

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Posted 6 years ago

“My family book an Eiffel Tower, Seine River Cruise, and Moulin Rouge show 6 months prior to the event. We arrived in Paris today and were making arrangements to go get our tickets. I called the place and apparently Viator never passed on the reservations. It was for 7 of us and it was such a critical time to go and cost us thousands. To say I am disappointed is an understatement. I will never ever again book through Viator or any of their customers and I would certainly advise you never to do so as well. I am crushed!!!”

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Posted 6 years ago

“This company is a scam. All they want is your money. Stay away from them.”

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Posted 6 years ago

“Booked the Burj Khalifa observation deck, I realized 5 minutes after booking that it was for non-peak times, but the times weren't written on their website. I immediately emailed for a refund and they wouldn't do it. Expedia allow you to cancel up to 48 hours before the activity/event. If you make an accidental error or may decide to change your mind, avoid this company at all costs.”

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Posted 6 years ago

“We booked the Saona Island excursion in Punta Cana thru Viator on our recent trip. The excursion was horrible, and way too much to go into on here. We spoke with a Viator rep and was hoping for at least a partial refund, and was on the phone with him and gave him everything in detail, and he seemed to think we should get a refund as well (with all the issues listed that we incurred in great detail) and said they would be in touch. A couple days later, we received an email that the case was closed as the tour operator stated everything went well and as planned. Viator does not stand behind what they sell, we have traveled around the US, Canada, Punta Cana 3 times, Atlantis, Cancun, Puerto Vallerta and Los Cabos and this was our 1st time using Viator, and never again.”

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Posted 6 years ago

“I have used Viator a number of times in the past and have appreciated the convenience of their booking system. However my experience of late is Viator appears to subcontract the tours out to a local company and adds a significant fee to do so. I now find it easier to find a local company that rates well through TripAdvisor and use them. it saves a heap of money and gives you a local contact if something goes wrong.”

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Posted 6 years ago

“Double price for 100% same product I paid double price even if they advertize best price guaranty for a tour. Same agent same boat with Viator.com Tour limit was max15 persons and we did the tour with 18persons because boat not full with 24persons ,the max capacity.(we where lucky) No refund because of best price guaranty and excuses to avoid it. Stay away, book your trip direct with agents and save your money!”

Helpful Report

Posted 6 years ago

“Double price for 100% same product I paid double price even if they advertize best price guaranty for a tour. Same agent same boat with Viator.com Tour limit was max15 persons and we did the tour with 18persons because boat not full with 24persons ,the max capacity.(we where lucky) No refund because of best price guaranty and excuses to avoid it. Stay away, book your trip direct with agents and save your money!”

Helpful Report

Posted 6 years ago

“I Booked 2 trips in Nepal in Feb 2019 named “Explore Entire Pokhara (Sarangkot - Stupa - Begnas Lake - Fewa Lake -Water fall)” and “Bhaktapur Heritage City and Nagarkot Mt Everest View Comfortable Trip by Car”. I booked this specially in advanced because of the “English speaking tour guide” option really appealed to us. We could not have been more disappointed. Neither trip driver spoke English - they were drivers NOT tour guides (not their fault but that’s not what we paid for) we learned nothing about the areas other than looking round them and we were totally ripped off for the experience. The drivers couldn’t even tell us where they were taking us which in the pitch black at 5am is scary. You can pay drivers at your hotel to do the same tours for a half the price. Do NOT book with Viator, source the trips locally yourself. Would not recommend this company. Oh and they don’t have a complaints procedure which is convenient!”

Helpful Report

Posted 6 years ago

“I Booked 2 trips in Nepal in Feb 2019 named “Explore Entire Pokhara (Sarangkot - Stupa - Begnas Lake - Fewa Lake -Water fall)” and “Bhaktapur Heritage City and Nagarkot Mt Everest View Comfortable Trip by Car”. I booked this specially in advanced because of the “English speaking tour guide” option really appealed to us. We could not have been more disappointed. Neither trip driver spoke English - they were drivers NOT tour guides (not their fault but that’s not what we paid for) we learned nothing about the areas other than looking round them and we were totally ripped off for the experience. The drivers couldn’t even tell us where they were taking us which in the pitch black at 5am is scary. You can pay drivers at your hotel to do the same tours for a half the price. Do NOT book with Viator, source the trips locally yourself. Would not recommend this company. Oh and they don’t have a complaints procedure which is convenient!”

Helpful Report

Posted 6 years ago

“Arthurs Pass was not what I expected. The weather was so bad that we did not see much. The train is rather disapointing. So many tunnels - 14 of them and the train was crowded. Not worth the money.”

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Posted 6 years ago

“Viator seems to offer nice tours, and they're very happy to take your money immediately upon booking. BUT good luck getting it back if the tour is cancelled!! I've been waiting 12 days, with still no credit on our credit card. Both tour operator and I have spoken with them. But that is an effort in futility since their "person" barely spoke English. And the online "chat person" is equally challenged with communication. Don't waste your time with this middleman. Book directly with the tour operator, which is revealed on the Viator website.”

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Posted 6 years ago

“Two day trips booked in Australia and contacted by providers to cancel them at short notice. Big headache trying to rebook, one while I was in transit to Melbourne. Have used Viator before with no issues but this has been stressful. They don’t even get involved just leave all contact to provider so you may as well book direct - which we have now done.”

Helpful Report

Posted 6 years ago

“We booked through Viator, an overnight guided tour to Abu Simbel, from Luxor in Egypt, it cost nearly £400. This was, we found out, outsourced to Luxor Travels. Communication between client and company were good in the lead up to the trip. On the day, the driver and guide were on time for pickup, that's the good bits covered. The disappointment and total disbelief came when the guide advised us in the car 30 minutes in, that it would cost us an additional $140 (over £100) to stop at the 2 temples which were on our route anyway to Aswan (our overnight stop). And think, what choice did we have, already on our way? they had us captive! The temples were literally a 2-3 minute detour off the main Nile road and the entrance fees to each were only Le200, a pittance. We couldn't fathom out how the company valued this additional tour at $70 a pop? After much upset and negotiating we tasked our guide Omar to pass on our gripes to the manager in the office and they eventually agreed to do the 3 minute detour to the temples "as a gesture of goodwill" at no extra charge, but we pay our own entrance fees! Fine. Then we were in disbelief as our "guide" Omar was fast asleep for most of the 5 hour car drive - we couldn't ask any questions to a sleeping man. On querying this at the end of the tour he stated that he was not there to be sociable, he haughtily said he was an Egyptologist and as such was not employed to chat!!! Imagine 2 whole days with a man who is your guide in a foreign land but who thinks it demeaning to talk to his clients? The 3 hour drive on to Abu Simbel was boring as he was yet again asleep. And we get there and await this fantastic Egyptology expert's commentary on the Abu Simbel temple, and he talks for just 15 minutes outside the temple and then disappears … he tells us at the last minute that guides are not allowed inside the temple! It was a long long boring journey back let me tell you. Thankfully our driver sought to stop at a mirage that we might like to witness while our "guide" Omar slept. What a joke. By the way, the driver was very good. The tour itinerary was good enough, if anyone had bothered to care for our enjoyment of it. The cost was exorbitant - it can be done locally for 1/4 of the price Viator / Luxor Travels charged us. The "guide" was the most disappointing issue and in no way should he have a job providing any kind of customer service if he thinks it beneath him to talk to tourists, his clients and with no personality whatsoever, he just looked bored! We were disgusted with his attitude and although we enjoyed the Abu Simbel temple (our main reason for booking), it was clear we'd been ripped off and if we hadn't fought for a deal we'd have been hussled into paying an extra $140 for "tours" which cost us $11 in entrance fees. Don't give them your money....”

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

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