Viator Reviews

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

2.1 Rating 1,226 Reviews

27 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.1

Based on 1,226 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

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

“Habíamos reservado una excursión desde Venecia a las 11am y cuando llegamos nos dijeron que había demasiada gente y que teníamos que esperar hasta la siguiente excursión. Nada recomendable. Muy mal trato”

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Posted 8 years ago

“We had booked a trip in Venice at 11am,but when we arrived there they had too many people for that trip and they made us wait until the following trip”

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Posted 8 years ago

“Dishonest and advertise false services. Horrible customer service. I purchased boat tickets and called BEFORE I purchased to confirm the times of departure and return that we needed. The representative "Jamaica" confirmed the times we needed were AVAILABLE and then proceeded to take my credit card payment. After she charged my credit card she then placed me on a 30 minute hold and came back on the line telling me the times were actually booked and NOT available. They sold me tickets that didn't exist! I then proceeded to tell Jamaica that this was not acceptable service and that I was very upset. She then sent me an email and said I had to either accept the different times or cancel my booking. She offered NOTHING after clearly she screwed up! So without any other option I said I would go ahead with the tickets even though they were not the times I wanted. She proceeded to send my voucher to me via email and asked for me to check my "tickets". I opened my email and got a voucher that had no time or even location information on it. I expressed that I was weary because they had already lied to me once and that I wanted something that clearly stated I had an actual reservation for the times I purchased. She then hung up on me! (after 45 min on the phone) SO I called the customer service line back - got a different lady and had to re-explain everything. She informed me that their customer service was not able to call out or call back any customer! WOW! So the new lady placed me on hold for 20 minutes. She then told me they could only email me a number for the boat company so that I could then call them and confirm that I had an actual reservation! I obviously asked to speak with the supervisor. I was placed on hold once again for 15 minutes. The supervisor admitted that their representative had messed up by selling me no-existing tickets. THEN she said they couldn't do anything except refund my card and waive the cancellation charges! I asked her for her name and she refused to tell me! She then transferred me directly to the boat company. Once I was connected with the boat company I told them what had happened. They of course apologized, but it wasn't their fault or in their control. They said the tickets I had been sold were sold out 2 days ago! I am taking the time to review and write this because this company "Viator.com" is lying and selling false goods! On top of it they advertise they sell special discounted rates and that is also a lie. The tickets I purchased through them were exactly $1.00 - yes - ONE dollar difference. Do yourself a favor and avoid this website like the plague!!!!”

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Posted 8 years ago

“Worst customer service when I contacted them after a tour in Rome. No follow up at all and on hold for hours. I would compare them to an ostrich sticking their head in the sand to ignore an issue.”

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Posted 8 years ago

“Viator STOLE my money ... I was in San Diego with my mum for a trip .. we decided to go to Mexico for a day so booked about 21 hours in advance through Viator ... Money was taken from my account $300 Australian dollars... i got a confirmation email and it said confirmed once i finished the booking. I put my address down on the website. The email said to confirm address with the booking company 48 hours before. Now how can i confirm a booking with a company 48 hours before when i booked it 22 hours before. Oh and they took my money before any booking was actually confirmed in that place. So i ring the company they wont pick me p an state they have no address for me even though i specifically wrote my address down. The company was zero help and Viator keep putting me on hold and giving me wishy washy emails putting any actual response off. THIS COMPANY IS A FRAUD AND STOLE FROM ME !!”

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Posted 8 years ago

“Horrible experience! A typhoon landed on the day of our outdoor tour, yet Viator refused to refund any money. I tried to contact them several times in the days leading up to the tour; Viator didn't respond until 2 days after the tour date had passed. I will NEVER book with this company again. Do not waste your money!!!”

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Posted 8 years ago

“The company itself is incompetent in communication leaving customers with limited information on the products that they buy. My experience was booking a spa with a 50 minute massage for 5pm at Gellert spa Budapest which was clearly stated on the voucher. It was stated to arrive 40-50 minutes before hand so you have time to get changed and get ready for the massage. So obviously i arrived at 4pm. Already i was concerned as it seemed that someone had the same experience as me who was already not happy with the service as her and her mother where being moved around from the time that they had booked. Once i got to the desk the receptionist looked at my voucher checked the system and told me that the massage was booked for 15:55 to my surprise. Viator had never told me that this time had changed and even if they did they did not get confirmation from me if this time suited. So i paid £120 for a massage and spa entry with no massage being given. this was bad enough but once i notified the company of the problem once i got home it created an even bigger problem. The communication Was simple in Viators eyes if you missed your massage time that was the customers fault not the companies fault for lack of communication on telling their customers of their massage times. In short it took a long time to get my money back for the massage but no the spa. IN fact the company should have been offering compensation for the experience my girlfriend and i had in here. But in the words of Viator "the money will be refunded as a good will gesture" not down to the fact that the company doesn't communicate properly with customers on these changes. My advice stay away from this company if you value your money.”

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Posted 8 years ago

“We were going on holiday to Dubrovnik, book 3 separate tours with them. Unfortunately on departure day Monarch airlines went bust, so I found alternative flights the day after. As I was due to go on a Viator tour that day I asked them to transfer it to another day/alternative destination. They replied "Oh ring the local operator", I did, they said "contact Viator". Rang Viator - "no it's out of our hands, ring the local operator". NOT IMPRESSED £150 gone.”

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Posted 8 years ago

“Their company care department sucks. This company appears only to be interested in taking your money. Viator.com agreed to refund me excess charges taken from a tour I went on. This took some effort in itself. But now 2 weeks after they agreed the refund they have not paid up. If you have an issue with Viator either write it off, or plan on wasting hours of you life.”

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Posted 8 years ago

“We booked a tour to Dover as it was my 76 year old mothers last wish and final visit to England. They never sent us a confirmation although they took our money. I have written over 12 emails to them and not one response. No information, no details, no contact details, no confirmation and no trip thanks to Viator. I'm so angry you did this to my mother.”

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Posted 8 years ago

“We booked our tour weeks ago, no confirmatin sent to us, no email, no information or details about our trip was sent. We have sent over 10 emails and no response to any of them! I'm furious my mother is 76 years old and this was her last trip to England and you spoilt it for her, because Viator is greedy, lazy, and unprofessional. Deep shame on you Viator for taking away an old ladies last wish!!”

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Posted 8 years ago

“I would recommend not to use viator as the company is totally fraud. I booked a ticket from viator.com and now I am suffering with the lead travelers name change, when I booked they said they will be able to change lead travelers name at the later date but now they are not supporting. Their checkout page suggest, "For security purposes the lead traveler's name must match the name on the credit card used for this booking, and the credit card used for this booking must be presented at the time of travel and/or redemption. If the lead traveler/card holder is not traveling, that is OK but you must contact our customer care staff after completing the purchase to request a change." I have emailed them several times but no reply whatsoever. Seems like trip-advisor is ruining its own reputation. NEVER EVER VIATOR OR TRIPADVISOR.”

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Posted 8 years ago

“viator couldn't book the dates I wanted for Halong bay. Payment was pending. Offered alternative dates, which i tried to book but these were rejected. No offer of alternative dates; however they still have my credit card payments for both bookings pending almost a month later. it has pushed my credit card limit to the max and has caused problems with auto payments. I have tried to contact them; it is almost impossible to find a contact number or eamil; when I did find one I have received no response. I will be contacting consumer affairs Australia about this company.”

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Posted 8 years ago

“Terrible viator for whoever you use as tours in Abu Dhabi, they never turned up for a desert tour that had been booked for my daughter n two children. tried hard for contact ending up having to ring America viator to tell them and you will be paying for the phone call”

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Posted 8 years ago

“If I could give them zero stars I would!!! I paid 150 dollars to go from athens greece to meteroa and printed my voucher ahead of time because I knew I would have no internet service while in athens. My printed information says the train was leaving at 827 am. I got to the train station at 825 and the workers informed me that the train left at 820. The company refuses to give me a refund even though they provided me with the incorrect information. I asked if I could change the dates and do the trip the following day and they told me I would have to pay another 150 dollars to do that. I will never use this company again!!!”

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Posted 8 years ago

“Booked a tour with Viator that is already unavailable for the specified date. Thought that the confirmation email with the voucher is valid. After booking the flight, an email from Viator came and was told that the tour is not available on the specified date . Called the telephone number given which was directed to the call centre. There was nothing they could do because there were no more suppliers for that tour on the dates specified. Can't cancel my flight after booking. Huge disappointment to my son and we have to incur unnecessary travel costs. Would not have booked the flight if the tour was not available. Viator Website is not updated promptly and availability of places are not indicated in the website. Viator is unreliable and cannot be trusted.”

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Posted 8 years ago

“I've never had a company pre authorize my credit card prior to booking. This company put a hold on my funds, than attempted to book the tour. The tour was full, viator did not inform me of this until 2 hrs beforehand. Trued repeatedly to call them but battery died on my phone while on hold for over 2 hrs... never spoke with anyone. They only respond to customers who leave bad reviews on their own site. No email response from customer service, nobody to answer the phone for customer service... so now trip did not take place and cannot book anything else as they have held my funds for a tour they try to book after the fact. All viator does is book for you and charge a nominal fee for doing so... you can book the tour yourself easily if not easier. If you plan on using viator please please please read all of the reviews from review sites not affiliated with this company, or prior to booking try calling or emailing them to ask a question and you will see the service you get. Good luck if you use these idiots.”

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Posted 8 years ago

“Unsafe..driver had 1 hand on wheel, turned around to talk. Elder folks couldn't hear her. Need headset. Didn't know facts..not professional presentation . Bus drivers did a better job. Bad brakes...never again .”

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Posted 8 years ago

“Do not use viator - they are an exceptionally poor company - they promised the cheapest rate and when I was charged $200 more for a birdwatching trip than others available they would not refund the difference. I could prove there were trips exactly the same at the much lower price and they still would not refund. On top of this it was a birdwatching trip where the guide did not have a working pair of binoculars and kept borrowing mine. also he used my bird book to guess at identifying birds - rubbish product and a very inflated price.”

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Posted 8 years ago

“Don't book with Viator. They charge you more than double than the local company. I recently went to Rosario Island in Colombia for a day trip and paid $95 plus taxes with Viator while others on the trip only paid $45/person.”

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Posted 8 years ago

Viator is rated 2.1 based on 1,226 reviews