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

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“I contacted customer service to clarify when I would receive my 10% coupon for subscribing to your email. The rep was very condescending and had no idea what to say. She had no knowledge of what coupon I was referring to which is clearly indicated on the front page of your website. She said she was not aware of the promotion. When I asked to be connected to her manager she stated that was not possible. There was no one on-site who I could speak with. She never offered to have someone contact me. As far as I am concerned, your training of staff members needs to be reviewed and updated. Otherwise you will lose more clients than you want. I will not be using this website again.”

Helpful Report

Posted 5 years ago

“My husband and I booked this because we wanted to do an airboat tour in the Everglades and the millionaire cruise. While we enjoyed both excursions, I would 100% recommend booking them on your own and not through this company. Communication is terrible, and logistics were a nightmare. When we first arrived to the biscayne market, we couldn’t find where to board our bus. There was no sign, and when we stopped at the Island Queen booth (where we were told to go) she told us she didn’t know. We had to call the main Miami Gray Line office to figure it out, which took 10+minutes. Then, after our Everglades adventure, no one told us where to pick up our cruise. We were on the bus for more than two hours because the driver chose to drive past the port to drop people off in their south beach hotels. He kept breaking and gassing, creating a whiplash effect .. again, for two hours. When we arrived back at the port, we went back to the island queen booth. The woman told us my name wasn’t in the system. Again, we called Miami Gray Line again AND texted Víator. The lady from Miami Gray Line mentioned that the driver should have told us where to go. Clearly he didn’t (reminder: incredibly unpleasant drive). It took her 25+ minutes to figure it out (she kept telling me to find Terry — how am I supposed to know who Terry is??) Meanwhile Víator texted us back with the address we were already at??? And said Miami Gray Line sent me an email?? The address is for Biscayne Market, which has 4-5 cruise lines housed there. We were never told which we’d be on. Finally, the Miami Gray Line told us to GO BACK TO ISLAND QUEEN. The girl there finally scanned our ticket and we were able to board. Víator was ZERO HELP. It was also downpouring during this. We got the feeling they were trying to rip people off — most people would not have gone through what we did to get on the cruise. They would have either left or bought another ticket. Again, the excursions were cool, just save yourself the hassle and book a rental car to go to Everglades Holiday Park and buy your own boat cruise.”

Helpful Report

Posted 5 years ago

“We booked a boat trip in Seville through VIATOR.......nobody turned up at the meeting place which was confirmed by another operator who was there at the time and the office for the company was also empty and shut. VIATOR were advised by numerous emails after but have refused to return my money. We have since discovered that we could have booked direct whilst there for more than 30% cheaper. DO NOT USE VIATOR..... ask your accommodation concierge or use the tourism office for the place you go to. I repeat DO NOT USE VIATOR......they are rogues!!”

Helpful Report

Posted 5 years ago

“Very disappointing experience dealing with Viator reps.. won’t use them or TripAdvisor again!! This is honestly a very disappointing experience for me and the net impression I have for them is they don’t care for their customers or their repeat business. Very short sighted company who doesn’t understand value of customer acquisition and customer retention!! At this point they have lost my trust to use their services as well as all my references! I don’t recommend or don’t trust to use them anymore!!”

Helpful Report

Posted 5 years ago

“This company uses predatory internet techniques. I actually thought they were the official ticketer for the Longbeach Aquarium of the Pacific (since their site comes up first on a search). They also have "no refund, no exchanges." I needed to change the date to our tour, they refused. I later found out, we could purchase direct from the Longbeach Aquarium website for much less. I DO NOT RECOMMEND this company.”

Helpful Report

Posted 5 years ago

“The agent told me we would be on the same excursion as our honeymooning friends we haven't seen in a year, and she put us on a completely different boat and lied directly to me. Thankfully the excursion repaired her damage.”

Helpful Report

Posted 5 years ago

“DO NOT BOOK!!! SCAM!!!!!!!! These people will tell you ANYTHING to take your money & will RUIN your vacation. Do not believe anything their representatives says about “transportation included” it’s a lie. They take your money, give you the run around and leave you hanging. DO NOT WASTE YOUR TIME.”

Helpful Report

Posted 5 years ago

“I had my Tour on the14 June with my partner, and it was best because we had fantastic Julie as our tour guide and loved every bit of our vineyard and their wines. Kudos to Julie 💫🌟✨ she was our superstar. However, customer service response to my calls was terrible as some did not know “what a receipt.” was and staffs replying to my Email was consistent, but an unnecessary repeated question like asking for the exact information for the whole day email and good 4days; hence no one had been able to honor my request. Thinking my request has been answered, I was also asked to review one staff who they believe did respond to my request. I am disappointed in the service. I was about to purchase another tour; it not worth it if a simple receipt is an issue with whole emails.”

Helpful Report

Posted 5 years ago

“False advertising! We rented a pontoon boat in Hilton Head through this site and the boat had a broken front gate, gas gauge broken (permanent empty), usb port rusted shut, huge rip in leather seating.”

Helpful Report

Posted 5 years ago

“Do not booked through this website. Worsttt customer service ever. I had to cancelled the trip due to health, covid reason. They said they dont care, no refund is allow and so do they expect me to show up to their tour even when I have covid? Yes, basically what they tried to imply. avoid at all cost. It is not cheap anyways.”

Helpful Report

Posted 5 years ago

“This is truly the worst travel company. Avoid it at all cost. We had a circle tour booked with them which happened to be with the Pineapple express. We neither Viator was able to get a hold of pineapple Exp, a day prior to our scheduled tour. Mind you our tour was booked 2 weeks ahead. Viator simple said that they couldn’t get a hold of Pineapple Express and that they will escalate the matter. Only to get back to us and say they can only refund our money. We came all the way to Hawaii for these experiences. Thanks to Viator we missed out on an experience we have been looking forward too. I have never been this disappointed with a touring company. This is a TOURIST TRAP!!! AVOID!!!!!”

Helpful Report

Posted 5 years ago

“Booked a trip with Viator. Set pickup and everything online. Confirmed with the customer support agent before we booked that our details were correct. Received a notice that we had to pay the tour agency and additional 100 dollars for our tour. In addition to what we already paid and agreed upon. We also received a written answer supporting our claim that there would be no additional fees. We called customer support a second time and then they told us that we booked incorrectly. Despite the fact that we selected our pickup location out of their drop-down menu for the tour. They refused to issue a refund or even attempt to rectify the situation over the phone. And kept insisting that the only way forward was to escalate the issue and that if could take anywhere from 24-48 hours to resolve. A terrible answer for someone who is on vacation in a foreign country and relying on an American company to prevent these sorts of issues from occuring in the first place. Steer clear.”

Helpful Report

Posted 5 years ago

“Do Not. I repeat, DO NOT book a tour through them! We booked A Chichen Itza tour through them. After the tour bus was an hour and a half late, we were in an car accident 15 minutes from our hotel because our driver ran a red light (not the first red light he'd run on that short trip). We had to get separate taxis back to our hotel. We are currently being told that we won't get a refund. We canceled another tour we had scheduled for later in the week because they obviously cannot be trusted. Arrange a tour through your hotel. You'll have better luck.”

Helpful Report

Posted 5 years ago

“A moment ago This company is a tourist trap. They have really poor customer service and frankly, I feel tricked and cheated after dealing with them. If something goes wrong, you will never see any assistance or your money (despite their promises of booking flexibility and free cancelation). Using this company is a big roll of the dice and there are many better safer options for the price. Avoid if at all possible!”

Helpful Report

Posted 5 years ago

“Booked a Thames cruise on the 1st April for the 15th April, my husbands 50th birthday. We spent £46.25 on train fairs only to arrive to find the cruises not running until the 20th. Couldn't communicate with Viator, contacted City cruises who explained Viator should have not been selling dates before 20th. Who are now investigating.”

Helpful Report

Posted 5 years ago

“Sold me tickets to a company that had not been having tours for a year.”

Helpful Report

Posted 5 years ago

“Drove 4 hours from Liberia to San Jose, Costa Rica. The tour was cancelled a day before. We rebooked for the next day. It was cancelled AGAIN. They book as many people as they can and then cancel the excess, as they claim they are operating at 50% capacity due to COVID. This pandemic has been going on for a year. They KNOW what the max occupancy of the tours are. They just want to sucker as much money out of as many people they can and then cancel when they meet their agenda. Completely unprofessional and unacceptable. Do NOT book with Viator. Will be posting this review to as many sites as possible as a ‘buyer beware’.”

Helpful Report

Posted 5 years ago

“We booked a tour from Cancun to Tulum. Our shuttle driver never picked us up. When I called customer service, they said we were “no show” for pickup. We were out there at 7AM for a 7:15 pickup. Not once did a shuttle driver ask for my name like 99% of the other shuttle drivers. Apparently they expected us to approach them and ask each shuttle driver if they were there for us. No phone call, nothing. When I called they refused a refund because they said we were a no show although it was them who didn’t express due regard. They then tried to charge me to reschedule. No thanks! Feels scammy, I don’t recommend.”

Helpful Report

Posted 5 years ago

“i booked with viator.com. it was amazing experience my wife and son enjoyed the trip to 'Guatape/piedra del penol". John the tour guide was amazing and very knowledgeable and very friendly. I will really recommend using viator. and John. On my next trip I will ask for Johm as my tour guide.”

Helpful Report

Posted 5 years ago

“If I could give a zero star to Viator I would. Buyers be aware. Viator is an irresponsible company to do business with. Booked a one day tour in Costa Rica through their web site. Fully paid. Requested their local touring company to contact me to finalize transportation details. Never heard back from the local touring company. Next day contacted Viator. I was instructed to go to a specific hotel in San Jose, and was given confirmation that Viator had confirmed hotel pickup at 5:00AM. Since the hotel was far from my residence, decided to book a room at the hotel and drove 2hrs to get to the hotel. Upon my arrival to the hotel, I reached out to the local touring company just to confirm that I am there and expect to be picked up the following morning at 5:00 AM. No response. At 8:00PM, contacted Viator again to let them know that I had still not heard confirmation from the local touring company. Viator rep tried several times to get a hold of the local touring company as well without any success. Viator rep told me to go to the lobby area of the hotel at 5:00AM, and if no one shows up to call Viator again. Woke up early, went to the lobby area at 5:00AM, no signs of transportation. Called Viator again and was told to wait in the lobby are till 6:00AM and call them back if no local transportation did not show up. Called Viator at 6:30AM, and they still can't get a hold of the local touring company. After being issues a refund, the agent has the audacity to try to sell me another day tour. No thank you. Complete waste of my time and extra money in trying to arrange a meaningful tour while vacationing in Costa Rica. Do yourself a favor, do not by any means do business with Viator. They are irresponsible, only interested in money, and they will leave you more frustrated and angry than is worth.”

Helpful Report

Posted 5 years ago

Viator is rated 2.1 based on 1,253 reviews