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

“Eiffel tower we paid for summit tickets ,booked for 28 th may 2017.we got second floor tickets from sofia.sent u a mail no response. How do I get a refund of 6 euros paid extra per person .for 3 of us I paid 18 euros extra .how will I get the refund for no fault of ours”

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Posted 9 years ago

“I booked a one day tour from NYC to Niagara Falls for me and my sister. Total cost was $1098.00. We had a family emergency son was diagnosed with cancer while deployed in the Air Force and had to have emergency surgery at Walter Reed Hospital. So I had to cancel about 12 days before our date. They said it must be 30 days before and they will not let me reschedule and kept all the money. Never Again will I use Viator. Thanks for your no compassion you crooks. Customer Service are no help at all. Beware!!”

Helpful Report

Posted 9 years ago

“We booked a day tour to see Chichen Itza with a provider called 'Cancun Vacation Experts' and paid through the website viator.com. On the day prior to the tour, we attempted to telephone Cancun Vacation Experts on the numbers provided on their voucher to confirm pick up. We also tried all of the telephone numbers on their website - and ALL WERE UNAVAILABLE. We also emailed the day prior through viator.com and did not receive a response. On the morning of our tour, we waited at our hotel reception from 7am to 10am and no tour shuttle arrived to collect us. We only had one day during this holiday to see Chichen Itza (a 7th wonder of the world) and missed the opportunity due to this company's extreme disorganisation and lack of professionalism. Despite having finally received an apology via Facebook from Cancun Vacation Experts, we have still not received confirmation that we will receive a refund. We were extremely disappointed.”

Helpful Report

Posted 9 years ago

“Book two tours from Viator.com, on a Bucharest Romania based tour called "Private Tour of the Black Sea Coast: A journey from Romania to Bulgaria". I booked twice on this multi-day tour only to have each booking canceled, the first canceled with little time, and the second one canceled very last minute, less than a day or so from planned start. Both tours were canceled, even though they showed availability on the site and the site took the bookings and credit card payments for each reservation. Because the cancellations were so last minute, made it very challenging to change to an available alternative tour as others were already booked. If you are going on a distance journey to get to the starting location, only to have planned tours canceled, really ruins a vacation. Don't count on Viator tour bookings. A third tour also shown on site showed times a castle was opened that was incorrect.”

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Posted 9 years ago

“I count on reviews before scheduling... I booked 2 through Viator. 1 was amazing, other was horrible. I can't find a way to review the 2 experiences.”

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Posted 9 years ago

“Absolutely AWFUL company. Truly, everyone you ever come into contact with at this company is simply worthless, useless, and have no redeeming values. From anyone on the phone--who are all absolutely clueless, to every single administrative professional in every department. Have contacted this company several dozen times through various channels and all across the board it is a horribly mismanaged company. How the hell TripAdvisor ever thought they were worth buying is beyond logic. Perhaps several years ago they were better, but for sure they have completely flushed themselves down the toilet with each year getting far worse than the past.”

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Posted 9 years ago

“Excellent vatican tour thanks to our guide Luigi”

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Posted 9 years ago

“I'm currently in Amsterdam, a week ago I purchased a skip the line Van Gogh museum with a Hop On Hop Off canal boat tour. I went to exchange my voucher for a ticket and was informed that there were no more time slots for the day of purchase, looking through my voucher it was NOT noted anywhere that I needed a specific time for entry. Apparently that is standard around Amsterdam. When I informed Viator I was met with sorry you were a no show you are unable to get a refund. I explained I was not a no show that they sold me a voucher that I could not use and was told I should have bought the insurance with still no refund. Worst customer service I've ever experienced and suggest looking at other sights so you don't get sucked into a trap as I did.”

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Posted 9 years ago

“We had one tour in Tahiti and two in Hawaii. Also had two transfers in Hawaii. All took place and all good.”

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Posted 9 years ago

“Travelled to Polland & Hungary.. Very satisfying sightseeing trip which I had booked with Viator thru my agent. Danube bend tour was the best one at Budapest. The driver cum guide Mr Shephen from Happy Tour was very knowledgeable & Kind.. & really took atmost care.”

Helpful Report

Posted 9 years ago

“I really hate what they have done to TripAdvisor. It used to be you went there and the companies with the best reviews were at the top. Now they have redesigned the site to show the tours booked on Viator first. Some of those tours are terribly rated. This is a slap in the face to all the people who worked so hard writing reviews and all the companies that have top ratings but do not sell through Viator. This monitization is on the backs of all the hard working people and has made TripAdvisor kind of a big lie. Beware the big yellow "Book Now" buttons you see on trip advisor, you are likely going to get a much worse tour than if you dig down and read the real reviews for the real top rated companies. Book through the companies themselves, don't let Viator ruin a great review site.”

Helpful Report

Posted 9 years ago

“False advertising with no refunds. Bought an airport transfer through Viator which stated it could support 3 passengers, 2 checked bags and 2 carry-on bags. I received an email asking how big were our bags, we described them (just normal sized suitcases) and they told us that they won't fit and that we should book the MPV and cancel the Tesla. So I booked the MPV then when I went to cancel the Tesla they said sorry no refunds! So they falsely advertise what their cars can carry, they obviously know this as I was proactively contacted about this yet they refused to refund it! I will have to do a chargeback now, big waste of time.”

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Posted 9 years ago

“Booked tour through viator. After booking, read reviews of tours and some were not rated or rated poorly. Tried to book another tour and they said sorry non refundable. Stay away!”

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Posted 9 years ago

“We had to make adjustments to a few tours after booking and Viator was a huge help in changing all of our bookings.”

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Posted 9 years ago

“Brought 3 tours for Mexico from Viator, 2 of them happened in reality ( one was really good, the other had a very lazy guide), but for the 3rd one nobody came to pick me up and it was impossible to contact the local tourist agency because nobody answered the phone. I sent an e-mail to Viator's support site but from there the only answer was that I must deal with the local agency now myself. So it was just nice to collect the money and later not to be responsible for anything. Conclusion: as 1/3 of purchases might go missing I won't recommend buying online (and in fact you can get on the spot with the same price or even cheaper). Sorry Viator, you are not on my friends' list any more.”

Helpful Report

Posted 9 years ago

Hello, Thank you for your message. We're sorry to hear you had difficulty reaching the tour operator to meet your tour. When reconfirming your reservation, or attempting to meet your tour, we do recommend that customers perform those actions themselves to avoid delays and miscommunications that may arise if we attempt to pass the messages back and forth. If you were still unable to meet your tour, and need a refund, please feel free to e-mail us to request your refund, and we will investigate with the tour operator on your behalf. Thank you again for your feedback, and we wish you Happy Travels. All the Best, Viator Social Team

Posted 9 years ago

“Viator is my favorite website to book my tours. Now and then they have some discounts and I don't know a better place to look for tours than on Viator.”

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Posted 9 years ago

“Appreciated the reminders via email re printing vouchers etc. Because of booking well ahead and getting pick up times also well ahead was a little uncertain whether we would actually get picked up on the day at the time mentioned - but we did. An email confirming pick up time the night before from the tour company would be helpful as sometimes the voucher themselves don't mention pick up times so have to go back through old emails to check ( another couple had no idea when they were going to be picked up as a result and had to be called up)”

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Posted 9 years ago

“Very helpful to reply to any questions or problems that I had.”

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Posted 9 years ago

“Viator makes purchasing activities easy. They also typically provide a great discount and always have reviews posted for any of their activities. We have used them many times and have always been completely satisfied.”

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Posted 9 years ago

“So easy to book the Mobay Club in Montego Bay. A must have if your going to Jamaica”

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Posted 9 years ago

Viator is rated 2.1 based on 1,253 reviews