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

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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

“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.”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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!!”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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”

Helpful Report

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!!!”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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 .”

Helpful Report

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.”

Helpful Report

Posted 8 years ago

“This company is such a scam, took my money and then said the tour I wanted to go on was full. The number they have on their website is fake and it took me over an hour to finally contact them. So unprofessional. Do NOT trust this company, they will take your money. Not to mention, the customer service was disgustingly awful.”

Helpful Report

Posted 8 years ago

“Viator doesn't pay their suppliers. After months and months of sharing them, they are being silent, than telling them we would ask the customers for our money finally they would return, another 4 months of chasing and still no result. If you plan to work with them be careful.”

Helpful Report

Posted 8 years ago

“Their supplier support is crap. They don't respond to any emails. Our products have been under review for several months. How are they supposed to maintain their model if they are not partnering with businesses willing to partner with them? We have had guests turn up in our office after booking with another company on the Viator website only to show up and be told they will not be taken on their tour and they received no refund from Viator.”

Helpful Report

Posted 8 years ago

“BEWARE OF VIATOR BEST PRICE GURANTEE SCAM I contacted Viator because Priceline.com had a better price on a tour expecting to be refunded the difference based on their Best Price Guarantee Policy. Its a Scam. They make you jump through hoops, waste time sending multiple follow up emails and in the end do not honor the best price out there. Do yourself a favor and shop elsewhere if its cheaper. Here is the exchange to prove the point: THIS IS THERE RESPONSE (See below for mine) You contacted us with the following message: "I am sending you this email in order to get a refund as the price with Expedia is cheaper that I paid you for this tour. I paid $309.42 (154.71 X 2). Expedia sells this package on the same date from the same tour operator for $303.34 (151.67 X 2). In addition they have two coupon codes available at retailmenot.com for $10 off bringing the price to $293.34 ($146.67 X 2) and an additional coupon for 10% off bringing the net cost to $264 ($132 X 2)." Our Low Price Guarantee does cover and price match tours found cheaper elsewhere as long as they are the same exact tour supplied by the same exact tour operator. You stated in a private message that you were given a refund that matched the retail price of the product you found cheaper on Expedia. We are aware and empathize with why you are upset that the price was not the full refund amount that you had requested. The reason being is because our Low Price Guarantee DOES NOT cover promotional offers and discount codes offered by other companies. We do not price match competing coupon codes or additional percentages off that are offered by other sites. This is even mentioned in the link on our site which explains the Low Price Guarantee which we have provided below: https://www.viator(dot)com/.../why-book.../guaranteed-low-prices We apologize again that you are upset, however, we honored the Low Price Guarantee as outline on the site. This concludes our correspondence on this matter. Kindest Regards, Viator Social Engagement THIS IS MY RESPONSE Thank you. You have proven my point and have clearly stated your preference that if a tour is available for less anywhere else, they should make the purchase there and not waste time giving you a chance to honor the best price guarantee. That is what I will do in the future and will recommend the same to others. Also for the sake of transparency you and I should let other customers and travelers know that I could have purchased the same tour from the same tour operator on the same day for $45.42 less (as you detailed above). WARNING TO ALL CUSTOMERS AND TRAVELERS **** check prices and coupon codes on sites like https://www.expedia(dot)com/Activities BEFORE booking with Viator. They actually do match prices offered on Viator and will do so in a quick phone call.”

Helpful Report

Posted 8 years ago

“I booked a 3 day jungle tour in Iquitos Peru, my flight was cancelled and my party was stranded, nothing could be done. When cancelling my tour I explained my situation and requested a refund. I received no refund and was told I should have bought travellers insurance. However, when making the purchase I was never offered any such service or even given the opportunity to buy insurance. I tried to change the dates of the trip and instead was told the purchase was final and nothing could be done. Viator is a third party booking company with poor customer service and unclear cancellation policies, ot is far from user friendly and I would not recommend their services to anyone.”

Helpful Report

Posted 8 years ago

“Do not book with Viator! They cancelled our Jeep tour in Papeete tour at the last minute and we were unable to find another tour that had availability. They seem to think that simply offering you a refund makes everything ok. They're in the travel business. They know people book these tours months in advance. Viator is owned by Trip Advisor. I won't be booking any travel or tours through either one of these companies again. Very disappointing.”

Helpful Report

Posted 8 years ago

Viator is rated 2.1 based on 1,219 reviews