Viator Reviews

Name: Viator
Address: 360 3rd St #400, San Francisco
Rating: 2.14

2.1 Rating 1,176 Reviews

28 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.1

Based on 1,176 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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Mari

Viator 1 star review on 25th January 2025

Colby

Viator 1 star review on 11th January 2025

Douglas Belaire

Viator 1 star review on 5th January 2025

Haydn Thomas

112

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The worst experience ever . we plan few days to visit Granada in Spain. We got a reservation for the Alhambra in Granada and guess what they send me a message the day before our visit that the tickets weren’t available because of overbooking. We spent a lot of money in hotels for absolutely nothing but Viator doesn’t care a bit . Do not use Viator ever they are no good .”

Helpful Report

Posted 6 months ago

“Did not listen to anything I had to say. Horrible experience. Very unprofessional.”

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Posted 6 months ago

“I booked the Chichen itza day tour The tour host by Coba Tulum experience The tour was is very bad organization First and priority to tour guide was shoping it was totally waste of time plusbtheir aritude Im very disappointed Tour time shuold take 12 hours It was almost 15 hours Do take this tours from Coba Tulum experience Tour guide was rude and unpleasant”

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Posted 6 months ago

“All this company cares about is collecting your MONEY! Our entire family came down with Covid day before tour. Trip to Tn ended and all had to drive back home to Pa. Was truly looking forward to the tour planned and our vacation. Explained situation, result, we are keeping your $690. Thanks Viator! Never again!!!”

Helpful Report

Posted 6 months ago

“We booked 3 tickets for Madrid Castle but could not find the tourer at the address indicated. We walked all around for 1 hr and no tourer. We could do the tour cause the barcode didn’t work either. When asked for a refund they refused to return our money. Will never use this company again!”

Helpful Report

Posted 6 months ago

“We booked a tour of Rocky Mountain Park for a family reunion. We originally had a tour for 4 but more people wanted to go. The tour guide suggested we cancel the original and start over as we now had 8 people. My sister had started the plan so she was refunded for the original reservation. I started over and reserved the tour for 8 people when they flew into Denver. Unfortunately, that was the July power crisis and more than half our group were stranded in airports in New York and California as we waited to pick them up in Denver. By that afternoon we knew that the trip was ruined. I called Viator to cancel. I asked for a refund and was refused the refund because we called one hour after the 24 hour limit. I explained that the power loss had stranded thousands of people and no one knew they were stranded until after the plane should have departed. The phone person at Viator said no. I tried to email customer service but the email bounced back. I tried to write a letter but the online address was incorrect. I lost $1,200. I am 76 years old living on Social Security. This was special money saved for a trip that collapsed and I cannot find a way to reach them.”

Helpful Report

Posted 6 months ago

“Tour was misrepresented, did not get what we paid for!”

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Posted 6 months ago

“I just buy their tour package to Grand Palace Bangkok, Thailand, in Agoda. They don't write if the package not included a entry ticket. So when in Grand Palace, they ask us to pay the entry ticket by ourselves. It's like a SCAM us to buy their tour package in App, but we don't get what they write in App. Zonk!!! Not recommended!”

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Posted 6 months ago

“Super rude customer service. I realised I am too late to read these review... sad.. what mentioned mostly are what I had encountered.... most importantly.. i was being called "a shameless customer".. goodness me.... 😅”

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Posted 6 months ago

“This company is basically a scam and should be avoided at all costs. We didn't get the tour we promised and instead of fixing their mistake they keep referring to policies that don't apply to us.”

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Posted 6 months ago

“Do not use Viator, ruined my holiday. Booked a tour and the bus didn’t show. Went to the office address in town on booking and it didn’t exist?. Very poor effort Support is rubbish Do not use”

Helpful Report

Posted 6 months ago

“I've been robbed bay VIATOR. They never sent the tickets or gave any info of place to go to get tickets or service. BE AWARE OF THAT COMPANY CUIDADO !! SON LADRONES EN VIATOR, me robaron y nunca me dieron los tickets ni el lugar donde hacer uso de los servicios PAYPAL no me ayudo con estos pillos”

Helpful Report

Posted 6 months ago

“Title: Extremely Unprofessional – Refund Denied Despite Valid Medical Reason I have been a loyal customer of Viator for many years, booking numerous trips and excursions through their platform. However, my recent experience has been incredibly disappointing. I had to cancel a dinner cruise due to illness and was asked to provide a doctor’s note to process a refund. Once I submitted the note, Viator still denied my refund. I reached out to the excursion company directly, and they referred me back to Viator. After waiting two weeks, I received an email denying the refund, despite my valid medical reason and all requested documentation. The lack of communication and professionalism in handling this situation has been shocking, and it's clear that Viator does not prioritize customer care or loyalty. I will not be booking with Viator again and would advise others to be cautious when dealing with their refund process. This experience has been frustrating, and I will be taking my business elsewhere.”

Helpful Report

Posted 6 months ago

“We booked a full day tour of D-Day landing beaches with Viator. The tour left from Bayeux. Eight of us plus the driver were crammed into the van, three across. It was very uncomfortable. Our driver/guide was pleasant but we had trouble understanding her accented English. We stopped for lunch and didn’t get individual bills for our orders. She called off our order at the register. Somehow I ended up paying 57 Euros for a salad and ham and cheese sandwich with coffee. We should have saved almost $300 and driven ourselves.”

Helpful Report

Posted 6 months ago

“I gave 1 start because I can’t give zero. DO NOT USE THEM. I booked an Italy colloseum tour and their app took us to the wrong meeting point, and we missed our tour and ruined our trip. I told them what happened and they would not refund! The viator app and team are complete rubbish and won’t give your money back. We came from australia to do this and they ruined our entire trip. SCAM.”

Helpful Report

Posted 6 months ago

“We were able to get our tickets both times, but the process of getting them was an absolute nightmare that left us both exhausted. Why they simply didn’t email us the tickets is a mystery. We won’t be using them again.”

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Posted 6 months ago

“I bought tickets for Vatican museums and Sixtine Chapel for 6 people (via Viator) on 5th October 2024 at 3.30 p.m. It was raining, there was a strike of public transport workers, it was impossible to get a taxi. We were there for 3 days so we decided to walk around, doesn't matter that we were wet, we wanted to use those three days as mich as possible. Two (2!!!) hours before we were supposed to enter, Viator informed us that our tickets were cancelled. The explanation was trivial. So, we didn't see the museums. They kindly informed us that we can still wait and buy them at the entrance. REALLY?? Well, we bought them from you, Viator,in order NOT TO WAIT FOR FEW HOURS!!! The best thing was that at that moment the tickets were being sold on their site for much higher price. A terrible experience, terrible business, terrible everything!!!! I rated it 1 star as that's the lowest, but if there was 0, you would get that. Only good thing was that they refunded our money in 2 days.”

Helpful Report

Posted 6 months ago

“I will never use this company again after having booked over 12 tours with them. Viator charged me twice for the Santorini Private Sights Tour $328.12 each time. When I originally booked the tour for Sept 30 2024, I accidentally overlooked that the day I placed the booking on July 2 was the default day for the tour I wanted Realizing my mistake I immediately cancelled and rebooked the correct days. My credit card was then charged again two days prior to the actual tour. I called Viator several times and they said that because my original cancellation was inside their 24 hour cancellation policy they would not refund my money even though I had immediately cancelled after my inadvertent transaction. They are scam artists and they kept my money even through the tour operator received nothing for the transaction.”

Helpful Report

Posted 6 months ago

“Canceled pickup from cruise ship 2 days before pickup date via Viator website. (see screenshot). Also canceled 3 times with tour provider as they kept sending me updates. It appears the website cancellation did not work, and the tour site ignored me. I am out $517.”

Viator 1 star review on 4th October 2024

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Posted 6 months ago

“We booked a freedom trail tour in Boston and arrived before midday when tour was meant to start. Waited for 15 mins when another couple turned up to say that it had been cancelled. They have taken our money and I have asked for refund but had no reply. Viator are a bunch of thieves and I would not touch them with a barge pole.”

Helpful Report

Posted 7 months ago

Viator is rated 2.1 based on 1,176 reviews