Viator Reviews

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

2.1 Rating 1,219 Reviews

27 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.1

Based on 1,219 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

Write Your review

Tell us how Viator made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

Whats your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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 had requested hotel pick-up for two tours in Rome. Our hotel was listed as a pick-up site and I received a confirmation. 24 hours before the first tour, we were told there was no hotel pick-up. I tried calling Viator customer service (never an answer). I finally wrote through the website. I received my first response 18 hours later that they were contacting the tour company. I never received any help from either Viator or the tour company. The last email said that I would hear something back in 7-10 days but that surely doesn't help since my tours are over. Their 24/7 customer service statement is blarney!!!! :sad:”

Helpful Report

Posted 7 years ago

“*********** Horrible customer service ******** I have used Viator for several tours and for the most part the tours were good and the tour companies have been professional. Buyers should beware- if you are buying with the impression that you will receive customer service if something goes wrong, Viator is not the company to use. On a recent trip to Rome, we bought the fast pass for the Vatican. The meeting instructions were poor and when we found it the tour company left and there was no one there to help us. We ended up buying a tour from another company. When returning to the states I tried to rate the experience but found the tour did not show on my bookings; I called Viator to get it added to my bookings and I got the run around. I tried for over a week to no avail and when I asked for a supervisor the customer service agent would not transfer me, place me on permanent hold until they disconnected or say they would call me back. I agent would not listen to my concern and just kept reading off a script.”

Helpful Report

Posted 7 years ago

“Terrible company! Do not trust them! We paid for 6 snorkeling tours in Cozumel. They refused to take us because of lack of time and refused a refund! We were not the only group they ripped off!! If anyone can tell me more ways to post and get the word to people please let me know. People need to know and this company does not need to continue to rip people off!”

Helpful Report

Posted 7 years ago

“Bought tickets to Burj Kalief ( tallest building in Dubai) Printed all information and tickets sent by Viator and they where not accepted at the Burj ticket booth. Please beware of Viator as they are a scam website.”

Helpful Report

Posted 7 years ago

“DO NOT USE!!! BEWARE!!! They are ressellers taking 30% from the real tour operators. One of the worst booking platform. They connect suppliers from all around the world, take the money from the clients and do not assist in no way. Buyers cannot contact Viator assistance center / no phone no email. Suppliers cannot update bookings. Eventually they keep the money of clients and pay to supplier 45 days after the tour. SCAM. Why they keep the money? why they do not provide a supplier contact details in advance. People just book because they even don't understand that the Viator is 3th party re-seller. We as a supplier and as a buyer recommend you to find tour operators in country you planing you visit and book directly with real tour operator. They rate tour operators having 1 star ( worst ) rating in the world. SCAMMERS, MONEY LAUNDRY, DO NOT USE BEWARE”

Helpful Report

Posted 7 years ago

“Didn’t deliver and horrible cust9mer service”

Helpful Report

Posted 7 years ago

“We booked a full day CULTURAL tour of Hutong in Beijing on April 7. It said there would be learning of Tai chi, Chinese calligraphy, paper cutting, opera mask painting tour of hutong and lunch at a local family. Except for a hour of Tai chi by a master, everything else was done in less than 2 hours in a room without anyone showing us what to do but we were just given the materials to do it on our own! There was no mask painting but we were given already painted mask to take home! Lunch was nothing special. We paid $188 Canadian per person for this kind of mediocre tour. Viator your selection and oversight is terrible and irresponsible! I write to them for complaints but I never heard back. I will never use this company.”

Helpful Report

Posted 7 years ago

“Offering “PRIVATE” tour when it actually is a normal tour. When i saw title, i even called the hotline from overseas before making booking and they “confirm” is it a “private” tour. WHen I made the booking, I got an email asking me to cancel it because they made a mistake. And not offering any solution even when i keep asking for any other option. IRRESPONSIBLE COMPANY! Just judge yourself how bad this company is by looking at the most recent reviews, nothing more than 1 star. JUST AWEFUL!”

Helpful Report

Posted 7 years ago

“Disgusted I am disgusted with this company. We book months in advance only to be told 2 DAYS before the booking that we have been thrown off for someone else, My advice, AVOID at ALL COSTS”

Helpful Report

Posted 7 years ago

“professional scammers”

Helpful Report

Posted 7 years ago

“The date I booked was not even within my travel range. When I got a confirmation text I IMMEDIATELY tried to fix it, both through Viator (which required me to call them 3 TIMES to get a resolution) and through the tour company, but I was required to pay the full price of the tour.”

Helpful Report

Posted 7 years ago

“We booked a tour of the Royal Palace of Madrid for March 30 at 11:30 a.m. The supplier for this tour was Pancho Tours. We arrived at the meeting point 15 minutes before the tour was supposed to start. Since no tour guide showed up at 11:30 a.m., we called the phone number for Pancho Tours that was listed in the voucher. The lady who answered the phone apologized, saying that they tried to contact us to change the time of the tour for earlier that day. She tried to reschedule for another day but we could not accommodate in our schedule. I specifically asked whether we would be refunded since they changed the time of the tour and she guaranteed that we would get a refund. I contacted Viator 9 or 10 business days later since I didn't see a refund. After contacting Pancho Tours, Viator informed they would not refund us because Pancho Tour replied that the tour left at the regular 11:30 a.m. time that day. I am upset with Pancho Tours because that is a lie and I am contesting the charge with the credit card company since no service was provided to us and it was not our fault. I am upset with Viator for not doing a more thorough investigation and a better screen of their suppliers and, quite frankly, for not trusting their customers.”

Helpful Report

Posted 7 years ago

“Booked a trip in Punta Cana. Viator confirmed. Next day they cancelled but never refunded money. Had to spend an hour to get it back a month later. Seems like they hope it gets overlooked. Then they offered 10% discount on next booking. Like that would make up for their incompetence and my inconvenience.”

Helpful Report

Posted 7 years ago

“Great until you need an amendment. Requested cancellation 60 minutes after receiving booking confirmation but was denied a refund even though the tour is 3 weeks out. Two separate agents delivered the same canned response that contradicted the tour information itself. After speaking with a supervisor (Alex), she rudely cut me off as I spoke, grew frustrated at the customer, and refused to escalate further. She verified her agents never called the tour supplier. The point of using a travel agent is to leverage their existing relationships with vendors, not disrespect and dismiss customers. Not the experience I was expecting after having used Viator 10+ times in the past. Everything is great as long as you don't have a problem - as soon as you do, good luck garnering support. Not only have you lost a loyal customer, but I am extremely upset with how I was treated (as well as many others after reading similar reviews)”

Helpful Report

Posted 7 years ago

“I've booked two tours in Brazil and few hours after that I received an email from Viator stating that both my tours were canceled because they suspected credit card fraud and also stated to check with my bank. I called their customer service for some kind of explanation but none was given even so they put a charge on my credit card. I called my bank and there was nothing wrong with my card as I suspected. They said I will get a refund in 5 to 7 days, but as I read the other comments I might have to open a dispute with my bank. Stay away from Viator - they can ruin your vacantion!”

Helpful Report

Posted 7 years ago

“I attempted to book a tour of Muir Woods for 4 people appx 1.5 days before the tour. There was a website error- error code 500. I ended up being charged 4 TIMES for this tour- a total of $1200. When I called to get it fixed I was given the run around. I spent hours on the phone, spoke to countless "supervisors" , 1 hung up on me- (no I was not rude at all). I received an email saying that they could not refund my money because their cancellation policy says that cancellations made 2 days before the event or less have a 100% cancellation fee. No matter how many times I explained that it was an error, that I can't possibly go on the same tour on the same day at the same time 4 times, they simply said that every company has cancellation policies and so I had to revise my vacation plans because they took $1200 out of my account. My bank has agreed to file a fraud complaint once the charges post. 5 days out they are still listed as pending and the funds are still unavailable. This ruined my vacation. Never ever again. Filing a BBB complaint and considering legal action. NO CUSTOMER SERVICE. This shoyld NOT be a Trip Advisor affiliate.”

Helpful Report

Posted 7 years ago

“STOLE my money I booked a trip with correct dates two months out, and they sent me a voucher for the wrong dates, which were the next day. When I told them of their mistake, they told me that I was unable to receive a refund because my trip was too soon and not part of their cancellation period. I called them five minutes after I booked and explained that they sent the wrong dates. They did nothing to help me and charged me the full amount for a trip even though they made a mistake on the booking. I think this was purposely done to take my money and use a cancellation policy as the excuse. I called customer service multiple times and they said they would handle the refund and send me a confirmation email. They did not and have not refunded my money.”

Helpful Report

Posted 7 years ago

“Viator messed up my booking, booked a wrong tour in supplier's system. Will never use them again!”

Helpful Report

Posted 7 years ago

“the driver was completely irresponsible,not taking a direct route,driving on the wrong side of the road when taking blind corners.During the course of this trip my wife became sick and vomited all over herself.This driver pulled over to the side of the road and demanded my wife get out of the car and proceeded to demand money. On arrival at our hotel in Patong I had to retrieve my own baggage and badly bruised my arm with the driver following me and still demanding money.On arrival no representative of your company could be found until another company made a phone call on my behalf.I am led to believe this driver was contracted by your company,unfortunately this has led me not to use this company for my future travels.”

Helpful Report

Posted 7 years ago

“Sorry, but Viator is a scam and a bad joke. Last night I scheduled a tour for 12pm today, based on AVAILABILITY on Viator's website. I paid for my tour and immediately received an email with my voucher. So I made sure my day was cleared so I could do this 4 1/2 tour to Oak Alley Plantation. This morning when I showed up for my tour (which was a surprise for my gf's birthday), I was told that the tour was sold out and they could not honor my voucher (but mysteriously they had already taken my $$). Apparently, Viator sells spaces on tours that, it turns out, they don't really know for sure exist. After 3 phone calls and much finger pointing by Viator, I got screwed in the end. And Viator never even tried to contact me to let me know they were ripping me off. AND, my favorite part. I got absolutely nothing for my $$, but it will take 3-5 business days to get my refund. I don't understand...if the tour was full, why did I even get charged in the first place??? Bottom line is: Viator (Liator) is garbage, and I'm going to try very hard to screw them over through any and all travel websites I can. I've never seen such amateur b.s. in my life. Buyer's Beware: if you use Viator you could very well get screwed over through no fault of your own. Too many other better options than to settle for this garbage.”

Helpful Report

Posted 7 years ago

Viator is rated 2.1 based on 1,219 reviews