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

“Rich was a great tour guide for Chicago. Very insightful, humorous and patient with our queries, as well as accommodating with taking our photos.”

Helpful Report

Posted 4 years ago

“Do not ever use Viator! They cancelled my booking, blamed them tour company and still took the money out of my card then claimed they hadn’t! After many phone calls and lies (including in writing) about it being put back in I have now had to dispute it with the bank which will take up to 8 weeks! They’re scams - I booked the tour directly with the tour company on the same day! AVOID!! DO NOT USE”

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Posted 4 years ago

“Terrible. We had used Viator many times in the past and had been pleased because all had gone well. However, we booked a tour in Cancun and I did not receive an email from the local tour operator regarding g pick up time. The Viator tickets said 0900 and the tour bus showed up at 0800. The company said they sent the email, I never received it, and so we missed the tour. Viator refused to refund, their reps were rude and said no further consideration would be given. After using this company for all my tours, I will never use them again.”

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Posted 4 years ago

“I will never use this service again! Recently was on an NCL cruise and booked a tour in Belize. Was told pick up would be at the cruise port, but when we disembarked, there was no such terminal to meet our tour… their ad was very deceiving as we were never informed we had to catch the tour in Belize City and our port was no where near that location. Two hundred + lost, as they would NOT refund the money, because we didn’t give them 24 hours notice. Their ad was NOT specific enough about pick up location, simply said cruise port🤷‍♀️”

Helpful Report

Posted 4 years ago

“Nightmare. That’s how I’d describe Viator’s tour operators in Phuket Thailand. Unreliable vendors including a no show for fast track immigration upon arrival in Phuket. Long wait for driver to our hotel. Tried getting a refund on the return trip to the airport but no luck. I will NEVER use Viator again!!!”

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Posted 4 years ago

“I booked four tours through Viator for my trip to Cancun. I had problems with everyone. One was cancelled before I even left, two were not the tours I booked, and one had the wrong date, which I didn't find out until I got there. I cancelled the offered make-up date. Will never use them again. The only good thing, I did get prompt refunds on the on the cancelled tours.”

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Posted 4 years ago

“We will never do this again. The waitress ignored my boyfriend and I most of the night. When we got up to go on the deck, all of our full drinks and silverware were taken and never replaced. We had to ask for silverware to enjoy the buffet which was supposed to be all you can eat. And she came around and snatched my plate and plastic fork before I was finished. I was very disappointed. I do not recommend.”

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Posted 4 years ago

“Viator blamed the company and the tour company blamed viator. The trip was a disaster and was cut short as well. I am $200 out of pocket. Do not use”

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Posted 4 years ago

“I had an awful experience with this company that has left me £255 out of pocket. Their customer service is dreadful, not as bad as their policies on cancellations and changes to bookings. I don't understand why I can't change a booking I have paid for? My hotel closed down due to covid, that was out of my hands. I will never use this company again please find someone else to give your hard earned cash too!”

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Posted 4 years ago

“business side is worst side ever, horrible set up!!!!!”

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Posted 4 years ago

“I planned a boat tour via Viator for my friend's bachelor party. The cancellation period had passed so therefore I was under the assumption it would go ahead. 3 days before the boat trip, I suddenly got a notification via email that the tour had been cancelled without any clarification. When I followed up with Viator I found the customer service extremely unhelpful. They played it off as "these things can happen", and, "we are just a middle man". They only made effort to offer an alternative when I chased them for it, and once they found something, it turned out to be a more expensive tour with a completely different schedule than what we aimed for. With 3 days notice it was too late to arrange a decent alternative. From my perspective, the organisation is unreliable and didn't care about hanging us out to dry, even though 7 people were depending on this trip to go ahead.”

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Posted 4 years ago

“Use Viator for information only. I used them for a excursion in Iceland and then the vendor didn’t allow us to go because we are over 60. We are very active and just finished hiking Utah and biking through Croatia, so didn’t expect to be barred from this snorkeling trip. If I had gone directly to the website of the vendor, at least I would have known. Lost almost $300.”

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Posted 5 years ago

“I booked aurangabad 2days tour. Tour name was tour with guide and car.. When I booked only car they also want to know which language guide I prefer. After booking confirmation they provide one ticket/voucher against my booking. There was my name, pick up details.. There was inclusion and exclusion points.. But without car all inclusion point was wrongly provided by them.. That's why we were misguided.. I obviously share my ticket that I received from them”

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Posted 5 years ago

“Rastasafari Experience from Montego Bay My mother is dying from liver cancer and my daughter went to Jamaica on vacation and was introduced to the Jamaican bushman by the Rastafari Experience tour operator. My daughter took pictures with him and got his card. When got home she told me that he knew about all types of herbs. I called him and ask him if he knew of any herbs that would make her comfortable because her cancer symptoms were really bad. He told me about an herb to detox the blood. He said he would put together a box of herbs for $200 I sent the money and spoke to him several times. He never sent anything. He had my weak fragile mother checking her mailbox daily for a scam. I called the owner of the tour who basically rushed me off the phone and gave me the run around about credit for his tour. Which I could careless about. Now Im out $350 between the herbs and the phone calls. DONT BOOK THIS TOUR OR TRUST THE BUSHMAN HE IS A LIAR AND A THEIF.”

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Posted 5 years ago

“I would give them ZERO stars if that is an option. The customer service is terrible and booking simple tours and transportation was very cumbersome and confusing. Getting a refund was even worse especially when dealing with the customer service reps who are note trained at all to work with customers. This business will not do well for very long sadly.”

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Posted 5 years ago

“This tour was false advertising!!!! The tour was very unsafe no one had a mask on. I asked the tour guide about it his response was coming to Vegas is not safe.”

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Posted 5 years ago

“VANESSA the supervisor lied to me on multiple occasions. She is also RUDE and doesn’t take her job seriously. Her lack of regard for customer support and satisfaction is displayed through her tone of voice, ARROGANCE and Disrespect.”

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Posted 5 years ago

“We took a Viator tour in Washington DC with our guide Daniel. The tour was great and Daniel was funny and very knowledgeable. The van was comfortable and clean. Thank you for an awesome day packed with history and silly jokes.”

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Posted 5 years ago

“I booked a sunset boat tour with Viator and in the forecast it called for rain all day and it did rain all day in downtown Chicago, I canceled the 24hrs day before the trip and the would not refund my money and there policy clearly states that they would issue me a refund!!! This went on for days. I work hard for my money and I have family to support. They would NOT refund my money. I did not want to give even one start. Never got my refund. I will never book from VIATOR”

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Posted 5 years ago

“The sagrada famiglia tour was horrible. Gaudi would feel disrespected. Never will I use viator again.”

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Posted 5 years ago

Viator is rated 2.1 based on 1,253 reviews