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

“If I could give what they deserve, they'd get ZERO stars. Our $1127 private day tour to the Great Wall that was booked well over a month before the scheduled date was cancelled just a couple of days before we were to leave on our trip. And what did Viator do to help us find another tour? Not a damned thing. About 6 months ago, our tour was cancelled as we were walking to the pick-up point the morning of the tour. What did Viator do then to help find a replacement tour? Not a damned thing. I should have learned from the first experience and not booked with them again, but I was assured that cancellations are RARE. Let's analyze the data: In the past 16 months- 4 tours booked, 2 of them cancelled. They can be happy with a 50% fulfillment rate, but I'm not. I won't be booking with them ever again.”

Helpful Report

Posted 1 year ago

“Dear Sir/Madam, I am writing to formally lodge a complaint regarding a recent tour I booked with your company on August 23 , 2024 Unfortunately, my experience was far from satisfactory due to unclear instructions and what I believe to be a misappropriation of my payment. Firstly, the instructions provided for the tour were vague and confusing. As a result, I was unable to follow the itinerary as intended, leading to significant inconvenience and disappointment during the tour. The lack of clear communication from your company not only affected the quality of the tour but also caused undue stress. More concerning is the issue regarding the payment. I was charged 170 euros yet the services I received did not align with what was promised in the booking details. I feel that this constitutes a breach of trust, as I did not receive the value for which I paid. To me, this seems like a clear case of mishandling or even theft of funds. I request a full refund of my 170 euros as compensation for the poor service and the mishandling of my payment. I also ask that you review your communication practices to prevent future customers from experiencing similar issues. Please respond to this complaint 15 days to resolve this matter. If I do not receive a satisfactory response, I will have no choice but to escalate this issue to the relevant consumer protection authorities and consider taking legal action. I hope we can resolve this matter amicably and promptly. Thank you for your attention to this issue. I look forward to your prompt response. Sincerely Feel free to customize this template further to suit your situation.”

Helpful Report

Posted 1 year ago

“They are a dreadful tour company. While in Rome on a Viator 3 hour tour of the Vatican and museums, the tour guide told two of us to follow the Swiss guard to the next stop of the tour. She did this in order to help us avoid the brutal sun. She spoke to the guard in Italian and he did not speak English and we did not speak Italian. The guard took us to a spot to wait. The guide never returned to get us. We waited at the spot for 45 minutes. We still were listening on the headsets for the tour and she was obviously very far from where we waited for her because her voice was never again on our headset. When the tour was over, she told our travel agent, who was also in the tour, that she needed to collect money for the headsets we still had in our possession…….no real concern for the two of us SHE LEFT BEHIND, but big concern for her headsets. She seemed to be knowledgeable about the facts, but not a lot of concern about who was following her or not…….just kept moving along. She was not keeping track of the people on the tour. It was very stressful to be left in a strange place when you paid to have a guided tour……..after a complaint was filed, the pat answer came from Viator…..”at this time we are not able to offer you a refund”. They are a terrible, uncaring tour company who is only worried about collecting their money and their headsets. Also,your customer service is useless and a waste of your time. Viator is obviously not going to stand for any quality in their product or guides.”

Helpful Report

Posted 1 year ago

“They don't provide all as they promised and tours are very expensive as compared to others, poorly organized. Please don't book and tours with th”

Helpful Report

Posted 1 year ago

“Viator is dangerous greedy and dishonest period their guide left me stranded in Brussels with no idea where I was in danger and the company would not give me a refund 5 hours later I made my way back to Amsterdam traumatized”

Helpful Report

Posted 1 year ago

“Stay away from this app as they will always site with vendors who lie and deceive !! They will NEVER issue a REFUND so you’re forced to file a dispute. How this pathetic company is still in business is beyond amazing since all they do is screw their customers but yet lose all the chargebacks since no services were ever provided !!”

Helpful Report

Posted 1 year ago

“A couple days ago, I had a tour to Olympic National Park. The tour had 15 people but Viator provided no tour guide.”

Helpful Report

Posted 1 year ago

“I booked a trip and less than 24 hours I needed to change the date and go 2 or 3 days earlier they refused to help in any way and just stole my money. AVOID THESE THIEVES at all costs.”

Helpful Report

Posted 1 year ago

“We were travelling to a country we had never been to before so we trusted Viator. We needed a transfer from out hotel to the port. Once we got there, we asked the hotel concierge how much would a taxi would cost for our trip? He said between $25-$30. Viator charged us $145 for a 4 minute car ride. I would NEVER book anything with them again. I have called and e-mailed them and gotten nowhere. What a ripoff!”

Helpful Report

Posted 1 year ago

“This company is terrible. Please don't buy tickets for those people they will the stole your money. If is any problem with the customer. They don't change the trip and they don't refund you money. It's awful. They are a thief!!!! No body would nothing from to try to help you no body care!!!”

Helpful Report

Posted 1 year ago

“Sold us a 4 to 5 hour boat excursion ended up being 13 hours not on a boat but mainly in a cab and on a tourist island.in.mexico. horrible experience. We sent them thier confirmation and they simply said there was some confusion. Do not get scammed.”

Helpful Report

Posted 1 year ago

“DO NOT BOOK A TOUR - If I could give a negative star I would. I was on a Martha’s Vineyard tour today and had the worse experience. My son actually started looking to see if we could get an Uber. The tour guide talked about his private life the majority of the tour. I paid over $300 to hear about the Driver’s friend’s heart condition, his upcoming doctor appointment, how he traveled the world , how much he made when he sold his house, on and on for 3 hours. Very little about Martha’s Vineyard! We were also nervous with his driving ability and during one of his stories he mentioned he turned 75 in 2019. So he was pushing 80 years old. Irresponsible to let him conduct tours! Horrible horrible experience! And Viator wouldn’t even consider any kind of refund. Not sure I would book anything through Viator if they don’t stand behind the service they sell!”

Helpful Report

Posted 1 year ago

“Very difficult to get in contact with. And awful customer service. Required to cancel the trip as I endured a severe medical issue and they refused the provide a refund given the circumstances.”

Helpful Report

Posted 1 year ago

“Avoid at all costs. Booking came back with the wrong date, the same day as I booked, rather than the date I selected, customer service says nothing they can do as booking is within 24hrs and took my 90 euro nothing in return, no activity and no refund! AWFUL AVOID”

Helpful Report

Posted 1 year ago

“They cancelled my reserved booking 1 day before, saying that it was the touring company who cancelled it because there’s not enough number of people for that date and time. But then they offered me to rebook with the same touring company, and the same time and date, but with more expensive charge. Make that make sense. Scammers!!”

Helpful Report

Posted 1 year ago

“Viator is probably the worst travel/tour company I've ever encountered. If you can do everything yourself and do not have to call you are winning. However if you have to call you will encounter the worst the world has to offer. First no one speaks English or completely understands it so if they get tired of trying they will hang up on you. Secondly there is absolutely no customer service. I was trying to book several tours for several people on my trip and they screwed it up so bad it was ridiculous. It took 4 phone calls to get 2 trips booked for 3 people because of the unprofessional and unskilled workers they employ. And because they do not have customer service there are no over sights. Don't bother!”

Helpful Report

Posted 1 year ago

“Very disappointing experience change bus time and location without notification I am waiting at pickup point for 1 hours. I call customer care and operator too no satisfactory reply and also refuse for refund.”

Helpful Report

Posted 1 year ago

“You all took my money I file a dispute Never got a chance to go on the trip an I have screenshots!! Ashley the supervisor said that I can book the same trip at anytime since I didn’t get my money back an the dock time was wrong an they left my 3 people an 10 other people last year !! I want the the dock at the right time”

Helpful Report

Posted 1 year ago

“I have been litterally robbed by Viator that charged me Euro 480 for 1 hour yoga class. I did try to ask for a refund in any possible way but they only cancelled the not refundable experience.. so I went to the yoga class and the local guy from viator in Agra and the yoga teacher told me that the price i had been charged, it is insane. Viator steals money from tourist. Shame on You”

Helpful Report

Posted 1 year ago

“Tour geboekt in san siro stadion met gids. Helaas geen tour met gids maar een zelfstandige rondgang door het stadion. Alleen de kleedkamers waren open. Tour stelde niets voor. Gereclameerd bij viator, maar totaal niet serieus genomen en geen enkele inhoudelijk reactie dat het geboekte niet geleverd is. Schandalige reactie van viator.”

Helpful Report

Posted 1 year ago

Viator is rated 2.1 based on 1,224 reviews