Viator Reviews

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

2.1 Rating 1,224 Reviews

27 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.1

Based on 1,224 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

“This is a complete scam. I booked a self-guided tour of the Alhambra, received two confirmations that my tickets were on their way, only to be told the afternoon before that they didn't have the ticket. Surely they can't advertise tickets they don't have, so this is fraudulent.”

Helpful Report

Posted 1 year ago

“Booked a Madeira 'East trip' with Viator for a trip of 5 adults ages between 51 and 80. The 'mini-van' was scheduled for 08:50 pickup and it was on time. There were already about 7 or 8 people on board and the best seats were taken. This meant those of us in our group, two being over 6ft tall struggled to get comfy due to very very poor leg room in the Mercedes Sprinter (18 seater) mini-bus The driver proceeded to spend the next HOUR driving around Funchal, collecting other passngers including two stops at the bus station!!! The 2nd was to collect two more adults and thus completely filling the vehicle. At this point the lack of legroom at the back became unbearable which was pointed out to the driver in no uncertain terms. His response? He couldn't care less!! The small seating and overcrowding also meant that wearing seatbelts - which is a legal requirement in Madeira was impossible, something very dangerous on hilly Madeiran roads and accident plagued motorways. Voices were raised when the driver appeared to be completely apathetic about the situation or the fact laws would be broken and his paying elderly passengers ENDANGERED. The driver said he would arrange for another Virator van to collect us and to take us on the tour so the five of us consisting of 50, 53 and 80yr old males along with 70 and 74 yr old females got off the 'mini-bus' After waiting 25 minutes we called Virator and spoke to someone called Lenny? Who basically couldn't care less that we had been dumped, had no instructions or intentions of sending a replacement vehicle (a blatant lie from the driver) and of course meaning we were robbed of the tour fee which we will have to claim back from our bank. Reviews exist to give other customers the chance to make informed choicesabout who they use, please read this and think very VERY carefully about using this company as next time it could be you!!!!”

Viator 1 star review on 26th October 2024

Helpful Report

Posted 1 year ago

“Two excursions booked and paid for using Viator No excursions at the addresses, no support, no response, no nothing ! Beware”

Helpful Report

Posted 1 year ago

“Was double charge 138 dollars customer refused to help. Was canceled within 5 mins of making the trip but because it was the wrong day and because it wasn't 24 hrs before the day I lose 138 how is that good business”

Viator 1 star review on 21st October 2024

Helpful Report

Posted 1 year ago

“The worst experience ever . we plan few days to visit Granada in Spain. We got a reservation for the Alhambra in Granada and guess what they send me a message the day before our visit that the tickets weren’t available because of overbooking. We spent a lot of money in hotels for absolutely nothing but Viator doesn’t care a bit . Do not use Viator ever they are no good .”

Helpful Report

Posted 1 year ago

“Did not listen to anything I had to say. Horrible experience. Very unprofessional.”

Helpful Report

Posted 1 year ago

“I booked the Chichen itza day tour The tour host by Coba Tulum experience The tour was is very bad organization First and priority to tour guide was shoping it was totally waste of time plusbtheir aritude Im very disappointed Tour time shuold take 12 hours It was almost 15 hours Do take this tours from Coba Tulum experience Tour guide was rude and unpleasant”

Helpful Report

Posted 1 year ago

“All this company cares about is collecting your MONEY! Our entire family came down with Covid day before tour. Trip to Tn ended and all had to drive back home to Pa. Was truly looking forward to the tour planned and our vacation. Explained situation, result, we are keeping your $690. Thanks Viator! Never again!!!”

Helpful Report

Posted 1 year ago

“We booked 3 tickets for Madrid Castle but could not find the tourer at the address indicated. We walked all around for 1 hr and no tourer. We could do the tour cause the barcode didn’t work either. When asked for a refund they refused to return our money. Will never use this company again!”

Helpful Report

Posted 1 year ago

“We booked a tour of Rocky Mountain Park for a family reunion. We originally had a tour for 4 but more people wanted to go. The tour guide suggested we cancel the original and start over as we now had 8 people. My sister had started the plan so she was refunded for the original reservation. I started over and reserved the tour for 8 people when they flew into Denver. Unfortunately, that was the July power crisis and more than half our group were stranded in airports in New York and California as we waited to pick them up in Denver. By that afternoon we knew that the trip was ruined. I called Viator to cancel. I asked for a refund and was refused the refund because we called one hour after the 24 hour limit. I explained that the power loss had stranded thousands of people and no one knew they were stranded until after the plane should have departed. The phone person at Viator said no. I tried to email customer service but the email bounced back. I tried to write a letter but the online address was incorrect. I lost $1,200. I am 76 years old living on Social Security. This was special money saved for a trip that collapsed and I cannot find a way to reach them.”

Helpful Report

Posted 1 year ago

“Tour was misrepresented, did not get what we paid for!”

Helpful Report

Posted 1 year ago

“I just buy their tour package to Grand Palace Bangkok, Thailand, in Agoda. They don't write if the package not included a entry ticket. So when in Grand Palace, they ask us to pay the entry ticket by ourselves. It's like a SCAM us to buy their tour package in App, but we don't get what they write in App. Zonk!!! Not recommended!”

Helpful Report

Posted 1 year ago

“Super rude customer service. I realised I am too late to read these review... sad.. what mentioned mostly are what I had encountered.... most importantly.. i was being called "a shameless customer".. goodness me.... 😅”

Helpful Report

Posted 1 year ago

“This company is basically a scam and should be avoided at all costs. We didn't get the tour we promised and instead of fixing their mistake they keep referring to policies that don't apply to us.”

Helpful Report

Posted 1 year ago

“Do not use Viator, ruined my holiday. Booked a tour and the bus didn’t show. Went to the office address in town on booking and it didn’t exist?. Very poor effort Support is rubbish Do not use”

Helpful Report

Posted 1 year ago

“I've been robbed bay VIATOR. They never sent the tickets or gave any info of place to go to get tickets or service. BE AWARE OF THAT COMPANY CUIDADO !! SON LADRONES EN VIATOR, me robaron y nunca me dieron los tickets ni el lugar donde hacer uso de los servicios PAYPAL no me ayudo con estos pillos”

Helpful Report

Posted 1 year ago

“Title: Extremely Unprofessional – Refund Denied Despite Valid Medical Reason I have been a loyal customer of Viator for many years, booking numerous trips and excursions through their platform. However, my recent experience has been incredibly disappointing. I had to cancel a dinner cruise due to illness and was asked to provide a doctor’s note to process a refund. Once I submitted the note, Viator still denied my refund. I reached out to the excursion company directly, and they referred me back to Viator. After waiting two weeks, I received an email denying the refund, despite my valid medical reason and all requested documentation. The lack of communication and professionalism in handling this situation has been shocking, and it's clear that Viator does not prioritize customer care or loyalty. I will not be booking with Viator again and would advise others to be cautious when dealing with their refund process. This experience has been frustrating, and I will be taking my business elsewhere.”

Helpful Report

Posted 1 year ago

“We booked a full day tour of D-Day landing beaches with Viator. The tour left from Bayeux. Eight of us plus the driver were crammed into the van, three across. It was very uncomfortable. Our driver/guide was pleasant but we had trouble understanding her accented English. We stopped for lunch and didn’t get individual bills for our orders. She called off our order at the register. Somehow I ended up paying 57 Euros for a salad and ham and cheese sandwich with coffee. We should have saved almost $300 and driven ourselves.”

Helpful Report

Posted 1 year ago

“I gave 1 start because I can’t give zero. DO NOT USE THEM. I booked an Italy colloseum tour and their app took us to the wrong meeting point, and we missed our tour and ruined our trip. I told them what happened and they would not refund! The viator app and team are complete rubbish and won’t give your money back. We came from australia to do this and they ruined our entire trip. SCAM.”

Helpful Report

Posted 1 year ago

“We were able to get our tickets both times, but the process of getting them was an absolute nightmare that left us both exhausted. Why they simply didn’t email us the tickets is a mystery. We won’t be using them again.”

Helpful Report

Posted 1 year ago

Viator is rated 2.1 based on 1,224 reviews