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

“Word to all my fellow travelers: never ever ever book a tour or anything with Viator.com!! I stupidly decided against better judgement to give them another try thinking the disaster on my Belize trip last year was a fluke. It’s not. They are the absolute worst and they are not at all invested or concerned with your experience as a customer. This is the second time a tour operator no-showed on me the day of a booking, effectively ruining my entire day. I can’t dive at all in the DR now thanks to them as I fly out Friday. I paid in full, have a VM confirming my pickup time and place and yet the tour operator is claiming I never confirmed after they left a VM at 9 pm the night before (I’m in a foreign country and don’t have cell service duh!). No email, or response to my text, they said we will pick you up at 7:30 am in the lobby of your hotel and then never came. Wont give a refund because they claim they called “numerous times”. Had to call Verizon who indeed confirmed they called once at 9 pm and left one VM. Viator is refusing to refund me because they back the tour operator even though, I as the PAYING CUSTOMER have proof they are lying. Capital one will come to my rescue and get me my refund, but please please please save yourself the disappointment of a ruined vacation and never book with them!! They also won’t allow me to leave a review on Tripadvisor...just buffers indefinitely. This is how these mega million companies treat hard working patrons and avoid bad reviews!! By Kelly Zier Veterinary Professional on Vacation Feb 2021 Dominican Republic”

Helpful Report

Posted 5 years ago

“We booked a “ Barron River Half-Day White Water Rafting from Cairns” experience through Trip Advisor owned Viator and received a full confirmation and tickets on email. On the day of the experience we found out that the service provider never got a request from Viator and could not accommodate us as they were all booked out. I called Viator and they said their system may not have been synced with the service provider’s system and there is nothing they could do except issuing a refund. Seriously?! For such an establishment tour organiser, such a juvenile response and no accountability for system failure? I was hoping for a bit more accountability and compensation for ruining a day of my trip. We have booked through Viator and Trip Advisor on several occasions but will be taking my business elsewhere from now on. Disappointed!”

Helpful Report

Posted 5 years ago

“Sunset boat trip with BN boating Miami was canceled last minute. I recommend staying away from this booking service. Very unreliable”

Helpful Report

Posted 5 years ago

“I booked. 4 tickets to the Count's Kustoms tour in January of 2020 for a trip scheduled in late October. It was to include a meet and greet with the show cast. My wife,friends and I looked forward to this for almost 9 months. The week before my trip I happened to go to the Count's Kustoms website and see that this tour had been canceled. Viator did not connect with me I had to call them. When a company takes almost $400 and then does not tell you that your tour has been canceled I find that to be pretty shoddy service”

Helpful Report

Posted 6 years ago

“TERRIBLE CUSTOMER SERVICE! Do not book anything through this company. When you email them asking a question/concern they will pass you off from person to person and ignore your questions/concerns and are extremely unprofessional. There advertising is inaccurate and not anything you expect/pay for.”

Helpful Report

Posted 6 years ago

“Worse Third Party Con artist ever . They took our money for a wine tasting event that was shut down by the owner of company since March. The owner admitted that they spoke to Viator and told them they would be closed until further notice . Kier Carter the owner of Hells Kitchen Theater District is extremely upset and disappointted that Viator is doing business in such a fraudulent manner taking hard working Americans money. This is a hardship to my family and friend.”

Helpful Report

Posted 6 years ago

“Suite a un problème de paiement de factures avec VIATOR, ma banque ma confirmée que les paiements n'on pas etait versés sur mon compte. J'ai pris contact avec VIATOR par tous les moyens et solliciter qu'ils m'envois le MESSAGE SWIFT M-103, pour que ma banque détecte où les paiements sont bloqués , sans résultat. Je demande de me mettre en contact avec un résponsable qui peux m'aider à résoudre le problème.”

Helpful Report

Posted 6 years ago

“Viator is like a kind of company which encourages the criminals and cheating behaviors there. Sebastian W, a devil and villain is even working for Viator and help this company provide the fake and wrong itinerary information to the customers. Beware! Stay away from Sebastian W and this company.”

Helpful Report

Posted 6 years ago

“I have made several bookings through Viator, both here in Australia and overseas. I have never had any problems with my bookings and have always received what I paid for. In this current climate with the Coronavirus disrupting everything, Viator was the first company to advise me that my booking had been cancelled and that my refund was being processed and it was within days. They'll do me.”

Helpful Report

Posted 6 years ago

“Sadly, we had to cancel our June cruise this past week. We were so looking forward to a tour in Majorca offered by Viator. I sent a cancellation in the evening and by the next morning our refund was credited to our credit card. Wow!! We’ve used your company in the past and will sing your praises to one and all. Thank you for your prompt response. We will be booking with you just as soon as we can!”

Helpful Report

Posted 6 years ago

“I am not a prolific travel reviewer but once in a while you just need to do one! I have been using Viator for quite a number of years and have pretty much never been let down. With the current coronavirus situation and travel that has been completely ruined because of it we have been going through the lengthy process of dealing with cancellations, claims and refunds with some pretty well known companies associated with flying, accommodation, tours, etc. It's been a nightmare and continues BUT out of all of these companies only ONE was prepared to put through cancellations and refunds promptly and that was Vaitor. There was even one instance where the T&C's indicated that we would not receive a refund but Viator worked for us and was able to arrange a 100% refund. Not only that, but the money was usually received back to the credit cards we used within 24 hours. You just can't get any better than that! I would recommend this company in a heartbeat and we will continue to book all of our tours with Viator in the future.”

Helpful Report

Posted 6 years ago

“Late last year and early this year booked accommodation Italy and Spain with ability to cancel option. Last week I cancelled all of the bookings (4) due to corona virus and within a space of 5 min my PayPal account received refunds. My PayPal account has now credited these refunds (full) to my Bank A/c. Similar case last year, refund received pronto. Excellent work Viator cannot ask for anything more. Pity Airlines and Cruise companies cannot find the decent thing to do in this trying time. Come back, you bet.”

Helpful Report

Posted 6 years ago

“Oxford trip with Oxford tours. Excellent very knowledgeable guide called Peter. Excellent tour. Definitely 5 star rating. Maureen Wilson”

Helpful Report

Posted 6 years ago

“We are very unhappy with the company Viator (Trip Advisor Experiences). It is the worst company to use, both for vendors and customers. There is a lack of current information and the service is very bad. We will never use them and recommend all others to avoid this company. Book directly with the businesses for better treatment and better prices!”

Helpful Report

Posted 6 years ago

“03/11/2020 I am a very, very frequent traveler. I fly somewhere to speak, several times a week, every week. On my free time it’s not unusual for my husband and I to lead tours abroad. Unfortunately, my friends and I had to cancel our trip to Portugal, Spain and Morocco, due to the corona virus/global pandemic. We did not want to cancel, but with announcements from the CDC not to travel internationally and/or the possibility of mandatory quarantine hanging over our heads, we decided to cancel. Everyone, EXCEPT Viatour worked with us to cancel or refund our trip. The Viatour tour operator for The Alhambra and General Life tour refused to refund us, or credit us for another tour at a later date. Here is Viatour’s response to our request for a refund or credit. We will Never, Never use or recommend Viatour again. Hi ——- Thanks for your message about canceling your upcoming Alhambra and Generalife Private Guided Tour in Granada booking. Unfortunately, all sales are final and incur 100% cancellation penalties per the listed Terms and Conditions of this activity. Our local tour operator does not allow us to refund or adjust any confirmed booking, including changes to the date, activity details, or number of travelers. Your reservation remains confirmed. We appreciate your understanding. Regards, ————— Viator Customer Service”

Helpful Report

Posted 6 years ago

“We paid $333 through Viator for a tour of the Colosseum in Rome the middle of April this year. Due to the Coronavirus and most of Italy being shut down, as well as US warnings about not traveling to Italy, we cancelled our trip. We booked this tour through Viator because of their advertised cancellation policy. We always book with cancelation options because of unforeseen issues. We have received full refunds and no hassle cancellations on everything except this tour through Viator which tells us this is not refundable. We contacted the tour operator City Wonders, and they said they couldn’t help us because it was booked through a third party. We also had booked another tour directly through City Wonders and they promptly, fully refunded our money for the Vatican Tour. Lesson learned! Book directly through the tour operator and not Viator. Don’t believe Viator’s advertising of ease of change or cancellation! Per their ad, this is what was advertised to me, by them. ”Check it out—we’ve put together some Rome recommendations to make this your most memorable trip yet. Plus, Viator has guaranteed low prices, flexible cancellation, and around-the-clock global support, so you can feel confident you’ve created the best itinerary—even if you need to make a change.” I guess just losing $333 isn’t bad considering the risk of a serious illness, but I do consider Viator to be using false advertising and will not use them again!”

Helpful Report

Posted 6 years ago

“Went to the Oahu Circle Island Tour 16 Points of Interest. Our driver and tour guide Kanamu was excellent. She was knowledgeable and funny. It was a very entertaining and fun day spent learning all about Oahu and Hawaiian History and Culture.”

Helpful Report

Posted 6 years ago

“Debited my account for over €125 for Auschwitz trip and sent no tickets, details or confirmation email. This bunch of cowboys are also linked to Krakow Direct who collect CASH at the end of their tours. NEED I SAY MORE!!!!”

Helpful Report

Posted 6 years ago

“I’ve used Viator before several times and never had an issue. However, the issue I had this time and the treatment I received from Jennifer, one of the supervisors from customer service was enough that I won’t ever use their services again. According to my original booking they were suppose to charge my card on a specific date, there was no indication that my card would be charged earlier. The booking even said “Your card will be charged in 8 days (on 02/07/2020)”. They charged my card the day before without prior notification so I was unable to transfer money to my account in time and they cancelled my booking. When I called to ask if they could reinstate it they said I’d have to do the booking again but this time it was at a higher price. The excuse they were giving me was that the tour vendor raised the prices. However, when I called the vendor it was the same price as before! When I spoke to Jennifer, I asked her for an email or some contact information to a higher supervisor or corporate and she lied to me and said she didn’t know any! How absurd! She said she couldn’t do anything for me, and if I wanted to book solely with the vendor I should do that. She did not even try to assist me! It wasn’t like I was asking for a cheaper price than what I was originally quoted, I just wanted to pay what they originally quoted me when I first booked the tour. It was their mistake they charged me ahead of time and cancelled my booking so why was I being penalized for it. Absolutely horrible customer service and behavior by Jennifer, a supervisor of the customer service department. I will never use Viator again, and I suggest others to book your tours elsewhere as well so that you don’t have to deal with the trauma and heartache of spending 2 hours on a chat and a phone call trying to sort out an error on their part, and in the end be treated like you’re not a valued customer. This tour was going to be the highlight of our trip and now it is absolutely ruined by Viator and Jennifer, a supervisor of the customer service department.”

Helpful Report

Posted 6 years ago

“We booked a sailing trip to Rottnest Island. When we arrived at the jetty there was no yacht there. We called operator Wind Cheater Charters. They stated the booking info arrived late. Clearly they decided to just ignore it. While I acknowledge the fault lies with Wind Cheater Charters, VIATOR has not refunded our $400 despite the operator cancelling the trip (after failing to turn up!) On 24 January.”

Helpful Report

Posted 6 years ago

Viator is rated 2.1 based on 1,253 reviews