Viator Reviews

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

2.1 Rating 1,226 Reviews

27 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.1

Based on 1,226 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

“I've booked two tours in Brazil and few hours after that I received an email from Viator stating that both my tours were canceled because they suspected credit card fraud and also stated to check with my bank. I called their customer service for some kind of explanation but none was given even so they put a charge on my credit card. I called my bank and there was nothing wrong with my card as I suspected. They said I will get a refund in 5 to 7 days, but as I read the other comments I might have to open a dispute with my bank. Stay away from Viator - they can ruin your vacantion!”

Helpful Report

Posted 7 years ago

“I attempted to book a tour of Muir Woods for 4 people appx 1.5 days before the tour. There was a website error- error code 500. I ended up being charged 4 TIMES for this tour- a total of $1200. When I called to get it fixed I was given the run around. I spent hours on the phone, spoke to countless "supervisors" , 1 hung up on me- (no I was not rude at all). I received an email saying that they could not refund my money because their cancellation policy says that cancellations made 2 days before the event or less have a 100% cancellation fee. No matter how many times I explained that it was an error, that I can't possibly go on the same tour on the same day at the same time 4 times, they simply said that every company has cancellation policies and so I had to revise my vacation plans because they took $1200 out of my account. My bank has agreed to file a fraud complaint once the charges post. 5 days out they are still listed as pending and the funds are still unavailable. This ruined my vacation. Never ever again. Filing a BBB complaint and considering legal action. NO CUSTOMER SERVICE. This shoyld NOT be a Trip Advisor affiliate.”

Helpful Report

Posted 7 years ago

“STOLE my money I booked a trip with correct dates two months out, and they sent me a voucher for the wrong dates, which were the next day. When I told them of their mistake, they told me that I was unable to receive a refund because my trip was too soon and not part of their cancellation period. I called them five minutes after I booked and explained that they sent the wrong dates. They did nothing to help me and charged me the full amount for a trip even though they made a mistake on the booking. I think this was purposely done to take my money and use a cancellation policy as the excuse. I called customer service multiple times and they said they would handle the refund and send me a confirmation email. They did not and have not refunded my money.”

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Posted 7 years ago

“Viator messed up my booking, booked a wrong tour in supplier's system. Will never use them again!”

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Posted 7 years ago

“the driver was completely irresponsible,not taking a direct route,driving on the wrong side of the road when taking blind corners.During the course of this trip my wife became sick and vomited all over herself.This driver pulled over to the side of the road and demanded my wife get out of the car and proceeded to demand money. On arrival at our hotel in Patong I had to retrieve my own baggage and badly bruised my arm with the driver following me and still demanding money.On arrival no representative of your company could be found until another company made a phone call on my behalf.I am led to believe this driver was contracted by your company,unfortunately this has led me not to use this company for my future travels.”

Helpful Report

Posted 7 years ago

“Sorry, but Viator is a scam and a bad joke. Last night I scheduled a tour for 12pm today, based on AVAILABILITY on Viator's website. I paid for my tour and immediately received an email with my voucher. So I made sure my day was cleared so I could do this 4 1/2 tour to Oak Alley Plantation. This morning when I showed up for my tour (which was a surprise for my gf's birthday), I was told that the tour was sold out and they could not honor my voucher (but mysteriously they had already taken my $$). Apparently, Viator sells spaces on tours that, it turns out, they don't really know for sure exist. After 3 phone calls and much finger pointing by Viator, I got screwed in the end. And Viator never even tried to contact me to let me know they were ripping me off. AND, my favorite part. I got absolutely nothing for my $$, but it will take 3-5 business days to get my refund. I don't understand...if the tour was full, why did I even get charged in the first place??? Bottom line is: Viator (Liator) is garbage, and I'm going to try very hard to screw them over through any and all travel websites I can. I've never seen such amateur b.s. in my life. Buyer's Beware: if you use Viator you could very well get screwed over through no fault of your own. Too many other better options than to settle for this garbage.”

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Posted 7 years ago

“Refuse to modify a reservation for any reason. Ridiculous. Won’t ever book with them again!”

Helpful Report

Posted 7 years ago

“Booked a tour thru Viator. The booking went thru and our credit card was accepted with no problem. Then, less than 48 hours before the tour, we got an aggressive email from Viator claiming we had used our card fraudulently and cancelling the tour. When we protested that they should then refund our payment they claimed that we had not been charged because the payment was fraudulent: yet it appears on my CC statement. I shall be taking this up with our bank when we get home.”

Helpful Report

Posted 8 years ago

“Want to get excited about a scuba diving trip with your kids and then have your dream turn into a nightmare? If so, book a scuba lesson at Stuart Cove's Dive Bahamas, or book any shore excursion through Viator.com. On December 21, 2017, Stuart Cove's Dive Bahamas failed to pick us up at the time and location they had committed to, promised us a refund, failed to deliver on that, and told Viator we had gone on the trip with them. Instead of scuba diving, I spent my day explaining to my three kids that we just got shafted. I expected the Bahama's to be nice and warm during our frigid mid-west winter, but I didn't expect the Hell that Stuart Cove's Dive Bahama put us through. Viator is also complicit in this crime because they will not stand behind the promises on their website or their pick up instructions. You try telling your kids they don't get to scuba dive and put on a fake smile that we'll have fun anyway. Be forewarned: their websites look nice, but Viator and Stuart Cove's Dive Bahamas are not to be trusted.”

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Posted 8 years ago

“We booked a trip for Dec 30th, cancelled due to being ill. However then realized we would not get our $130 refunded. Then we called back to Viator to reactivate the reservation because we didnt want to be out any money. Viator would not activate the reservation, they told us we would have to book another one and pay another $130.00 for a date of service that had not even happened yet. We called them talking to 3 different reps and got mixed messages. The vendor said to call them and to get it scheduled. then Viator did not have us on mute and were saying "oh my god" and laughing as they were annoyed we called back several times and they hung up on us. They told us the vendor Ranchero Victoria was not answering them, nor could they understand them and kept giving us mixed messages. Horrible service, I would never book with them again”

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Posted 8 years ago

“We booked two tours with Viator in two different countries and both were terrible! It will not happen again. When we tried to dispute the second as we lost an entire day of our family vacation, Viator contacted the sailing company who lied about the events of the day. Viator's response was "They said you only lost 20 minutes of the 8 hour day, so we cannot offer a refund", so that was it.”

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Posted 8 years ago

“I would give zero if I could. I needed to change the date of an event booked simply because I accidentally picked the day after what I had intended and after being pushed around on phone calls and emails for literally hours and hours they refused to change the date or refund me any money. They treated me absolutely horribly and would not recommend this terrible business to my worst enemy”

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Posted 8 years ago

“Or booking was cancelled as fraudulent with no explanation. After following this up with them, viator blamed the tour provider and the bank in two separate calls while neither one of them found any issues with the booking. Thanks for ruining the day, way to go!”

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Posted 8 years ago

“Turkey - Goreme. Really terrible. Massively overcharged us. Dont book with them. Go to Goreme and book locally. I got a Green Tour for 70 TL. These guys charged me 240TL for a much inferior trip”

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Posted 8 years ago

“Only give 1 star since I can't give ZERO stars. DO NOT USE VIATOR!! This agency is a ripoff!! I purchased a round trip daytrip to the Bahama's for myself and a friend. The cost was $242.00. The tickets were booked and paid for on 11/02/17 at the trip was on 11/12/17. The provider Balearia Caribbean had no record of my paid for booking under my name and my friend's name. Balearia Caribbean said my booking reservation was for a trip that already sailed on 11/04/17 and was for (2) different guest completely. I had to book directly with Balearia Caribbean for a different day which was even cheaper ($167.00) than what Viator charged me. So far I have had no luck with Viator and have (2) identical emails fom them stating my complaint was sent to their customer service for review and that I would hear from them in 7 to 10 day's. I had to file a fraud complaint with my bank to get my $242.00 back. There is no way to email Viator and there is no way to reach anyone (ie; Company President). Save your money and hassle and book directly with the vendor. Viator will only steal your money!!”

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Posted 8 years ago

“Viatour charged me for a private tour they were not able to provide in the first place and refused to return the money for the tour.”

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Posted 8 years ago

“I would give them a zero if I could. Long horror story. I tried to book a safari. They did not give me the cybermonday price. I have 3 charges on my card. One is for more than the regular price on the ad on Trip Advisor. This uses up all my credit. This started on Monday and still has not been solved by Friday. Time on the phone 11/30 52 min 6 sec 11/29 1 hr. 37 min 49 sec 11/28 21 min 8 sec 11/27 14 min 2 sec 17 min 58 sec total of 203 minutes on the phone. The majority of that had me on hold. I am going to cancel and book with the Fairmont. I have traveled to over 100 countries and never have I experienced something like this I finally had my bank get on the phone with them. I was never called like I was told. This company is owned by trip advisor, I found out while trying to research them. Run, run, run. Do not do business with viator, you can not trust them”

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Posted 8 years ago

“Buyer beware! We paid the most of all the people on our excursion. You can get them cheaper at the resort and quite often the resort will offer more to the package as an incentive. Stay away from Viator!”

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Posted 8 years ago

“Viator is a scam. Their phone number (which is 24/7) rang and rang and was never picked up by either a human or a recording. Finding an email was extremely difficult and when I did no one ever responded. I had to contact my credit card company and report the purchase as a scam as they never made good on the purchase. I would NEVER use this company again for any reason.”

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Posted 8 years ago

“I booked a day trip called "Yosemite National Park Day Trip from San Francisco" on Viator for the 3rd of Sepember. I arrived a few minutes before the schedualed time, but no bus arrived. When I called the Viator office I was told that the bus had already passed there. They did not agree to send the bus to pick me up and rudely declined returning the money (139$). I suspect that there was no tour that day...Istrongly advise against booking with them.”

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Posted 8 years ago

Viator is rated 2.1 based on 1,226 reviews