Viator Reviews

Name: Viator
Address: 360 3rd St #400, San Francisco
Rating: 2.10

2.1 Rating 1,253 Reviews

27 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.1

Based on 1,253 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Worse company I’ve ever dealt with. I do not recommend and will never book with them again. My friends and I purchased a ATV, zip line and cenote your for Saturday morning. There was no communication prior to me reaching out to the company to see when we would be picked up. No one arrived at said time so I called again. They said the van was caught in traffic and were running late. Over an hour later, no word from the company so I called again. They then came up with an excuse that the van had water damage and weren’t going to make it to us but were going to try to schedule us for the next day. Never heard back from anyone after that until I returned home from the trip. An email was sent saying they were going to submit a partial refund for their error! A partial refund? I never received a service from these people and the incident was completely their fault and I should be refunded entirely. Needless to say, I disputed with my bank and since my bank contacted them to clear up the issue, they sent another email asking me why I thought I should receive a refund. I have replied on several occasions and they have stopped communication. I will be sure to tell everyone I know of this despicable scam of a business.”

Helpful Report

Posted 5 years ago

“Unreal. We stayed 5 days in Iceland and booked a blue lagoon tour w these guys on day 1. Tour scheduled for day 5 at 9am. 12 hours before pickup they canceled with no information. No time for us to reschedule another tour so we did not get to visit blue lagoon on our trip. When we called the company we were on hold for hours only to be hung up on twice. I understand things happen, but we could have booked with anybody. The late notice is what really hurt. We were really screwed over with no explanation and given no chance to fix this. If you’re reading this review, I would strongly recommend trying to book with a different company”

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Posted 5 years ago

“Disappointed as I ordered through trustpilot and should have booked direct with the tour. Made a mistake with the date and notified immediately but would not change date. Not the sort of company I will deal with again!”

Helpful Report

Posted 5 years ago

“We spent $200 a piece for a glacier tour in Anchorage. Our guide Sami was seriously ignorant. 75% of what came out of her mouth was incorrect. Her verbal diarrhea for 6 hours was maddening. Nothing about Alaska, but plenty about her dog, wedding and AWESOME stuff. Did you know they use guns to start avalanches and Alaska became a state in 1954? Run away…don’t waste a beautiful day with this low rent operation”

Helpful Report

Posted 5 years ago

“I was charged a full tour charge for a food tour that I had cancelled several times via email. I’d double checked it and it said “no active bookings” after each time. I never received an email confirmation. I was charged about $200.00 for an event I canceled and got a “gift” of $25.00 for a future tour. There is apparently a “glitch” of some kind that is not the consumers fault. It is totally irresponsible and unethical (illegal-?)to charge a customer for an internal issue.”

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Posted 5 years ago

“Viator is a hit or miss. We purchased a ticket to a wine tour in santorini and the company never came to pick us up. They claimed to have no affiliation with viator...what's crazy is that viator confirmed with us! However before we had a company help us out in a tour in Greece and everything turned out great. So you never know with viator”

Helpful Report

Posted 5 years ago

“My adult son & I went on the kayaking & adventure tour w/ our amazing tour guide, Cope, up the Wailua River to Secret Falls & a swimming hole in Kauai where we cliff jumped. We had a fabulous time & cannot recommend going with anyone other than Cope. He is a great guide who is a local with lots of knowledge of the area & took time to share stories the entire time, and took amazing photos of our entire group on his SUP board while we kayaked & had fun. Thank you so much Cope! You definitely have found your calling. We wish you lots of continued success, peace & happiness! Mahalo! 🌺🌴👍Alisa & Lucas”

Helpful Report

Posted 5 years ago

“DO NOT USE THIS COMPANY!!!! Scammed me for my money and lied to me NUMEROUS times. I tried disputing a charge with them and told them MULTIPLE TIMES to PLEASE escalate my issue to a supervisor. They told me three separate times over a WEEK PERIOD they escalated it when I chatted with them through whatsapp. I called a week later and they told me MY ISSUE WAS NEVER ESCALATED! I was lied to multiple times and when the local vendor denied my refund, they wouldn't refund my money and they offered my a $25 gift card for my next experience. Why would I want a gift card when im disrepected and lied to?? And how can they not issue me a refund when I PAID THEM DIRECTLY???? This company is a joke and steal your money; stay farr away.”

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Posted 5 years ago

“Charlotte and Kesha legit made the tour bus the best experience! Charlotte was very knowledge and she drew you into the entire tour! Learning so much about the City and culture and full of recommendations! Probably one of the best tours I’ve been on! The bus was clean and well driven by Kesha as well! Thank you for having us!”

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Posted 5 years ago

“Viator is a scam.”

Helpful Report

Posted 5 years ago

“Very disappointed to discover that we effectively paid 40% above the actual cost of a tour ie £21 instead of £15 per person. This seems excessive especially as we booked within 24 hours so wouldn’t benefit from cancellation cover etc. I would book direct with the company in future. The actual advertising and booking process was fine and the tour of Punk London was excellent.”

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Posted 5 years ago

“this is the absolute most frustrating and worst working website I've ever tried to post anything, not to mention ugly. I want Tripadvisor, not whatever this is.”

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Posted 5 years ago

“I booked a trip to the Grand Canyon and the bus was an hour and 40 minutes late causing me to miss most of the helicopter tour, all of the pontoon boat on the Colorado river and lunch. I have tried several times to get someone on the phone to dispute the charge but get no return calls and im constantly left on hold. I asked to speak to a manager several times and got directed to the website. Poor customer service.”

Helpful Report

Posted 5 years ago

“Booked tickets for the London Eye and Greenwich boat trip. Couldn’t find tickets which had been sent to my email. I messaged Viator on a live chat on WhatsApp. I had an immediate response, Diane re sent the tickets. Fabulous service. Thank you. Lyn”

Helpful Report

Posted 5 years ago

“I was so frustrated! I spend 300$ on ziplining, and snorkeling. Because of the weather our driver would not take us! He canceled that night and yes I am aware the cancellation for refund is 24 hours. But in a situation like this, I didn’t know until a few hours before! So 300$ down the drain. I would never recommend this company, they won’t help you. They’ll make you wait 30 minutes on the phone, then another 2 days, just to tell you, “sorry no refund”. I wish they lighten up just a bit, because some situations aren’t chosen. There was another lady who reviewed, her son got sick on the activity and was throwing up. She of course had to leave, and wanted a refund to rebook and of course, viator won’t. Not even in situations where it can’t be helped. Ridiculous.”

Helpful Report

Posted 5 years ago

“We booked a Banff gondola Ride for 6. 3 adults and 3 children. Viator charged us 100$ more than we would have normally paid. We tried unsuccessfully to have a refund for the extra charge.”

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Posted 5 years ago

“I have written 4 reviews in the last week however none of them appear here. Strange!!!!!”

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Posted 5 years ago

“I BOOKED THE SUNSET CRUISE IN HAWAII THRU VIATOR TO CELEBRATE OUR 4TH OF JULY (2021) MARRAIGE ANIVERSARY AND VIATOR WEBSITE SAID THEY WILL SERVE 3 COURSE DINNER BUT WE FOUND THAT SUNSET CRUISE GAVE US ONLY LITTLE SNACK. I TALKED WITH CRUISE MANAGER MR ALEX HE SAID HE IS GOING TO COMPLAIN TO VIATOR. ALSO HE SAID THAT I BROUGHT COCKTAIL CRUISE. I HAVE THE DOCUMENTS THAT VIATOR WEBSIDE SAID IT IS 3 COURES DINNER AND IT CAN BE UPGRADE TO 5 OR 7 COURSE, SO MANAGER LIED I FOUND OUT THAT LOT OF WAS CHEATED LIKE THAT. I THINK SUNSET CRUISE IN HAWAII AND VIATOR BOTH ACTED TOGETHER TO CHEAT THE PEOPLE. MANAGER SAID IT IS COCKTAIL CRUISE BUT NO COCKTAIL WAS SERVED. I SAW LOTS OF TABLE WAS EMPTYIN OUR FLOOR SO BOTH VIATOR AND SUNSET CRUISE TRY TO TRICK THE PEOPLE TO BUY WITH WRONG WEBSITE INFO AND CHEAT THEM AND I BECAME ONE OF THE VICTIM. PLEASE NO ONE DO NOT FALL IN THIS TRAP. I WILL FIND HAWAII GOVERNMENT CONSUMER PROTECTION AGENCY AND COMPLAIN”

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Posted 5 years ago

“My wife and I had an absolutely fascinating and interesting tour today. Not only is your state beautiful but Cindy Pullen-Esposito (GeoFunTrek) is by far an asset with her knowledge of history, stories, geographic and geologic information and a sweetheart to boot. The Black Hills tour will go down as a top, memorable day, if not the best day by far. Thank you Cindy! We had a blast!”

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Posted 5 years ago

“Booked a tour to visit cemeteries and gravesites in New Orleans. When we got to New Orleans, we found out the cemeteries are all closed, and you cannot visit. Called Viator and they refused to refund, saying we can stand and look through the gates while the tour operator tells us about the cemetery. That is not what we purchased. Viator had our money and simply did not care. Very dishonest company with extremely poor customer service. I will never use Viator, or their parent Trip Advisor again.”

Helpful Report

Posted 5 years ago

Viator is rated 2.1 based on 1,253 reviews