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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I have used Viator on numerous occasions over the past 4-5 years and have always been happy with the tours, excursions, etc. Needless to say I booked a tour with them for a San Francisco city sightseeing tour which included Alcatraz. Unfortunately, I needed to cancel my vacation plans due to a unforseen home situation that is serious in nature. I immediately contacted the airlines and was reimbursed over $900. in airfare as well as a one night hotel stay which the hotel gladly cancelled for me. Viator, on the other hand, stated that they could not give a refund for this tour. It saddens me deeply as I have always enjoyed using this company and feel that they could have assisted me in this situation. They could have contacted the company offering the tour, explained the situation, and helped me retrieve my refund. I would say this is very poor customer service especially to one that has recommended them to others and have used their services throughout Europe, Very sad.”

Helpful Report

Posted 9 years ago

“TLDR; BEST PRICE GUARANTEED IS A SCAM AND CUSTOMER SUPPORT IS A SHAM! DO NOT ORDER FROM VIATOR We visited Mykonos on June and wanted to book some tours. When I first entered viator I got a promo pop up stating I'll get 10% off my first purchase if I'll register. So I did. The promo stated I'll get the discount upon checkout. So we booked 2 tours: 1. "Discover Authentic Mykonos" - 45 euro per person including transport. 2. "Small-Group Yacht Cruise to Rhenia and Guided Tour of Delos" - 95 euro per person not including transport. After booking, I contacted the local operator regarding transport, they wanted 50 euro for transportation!! For almost quarter from the total price they should mention it in the details!! Not only I didn't get to promised 10% off, but I also found "Small-Group Yacht Cruise to Rhenia and Guided Tour of Delos" for a MUCH MUCH LOWER PRICE - 94 euro INCLUDING TRANSPORT!! Obviously I cancelled my booking with viator immediately as they have a VERY STRICT cancellation policies! I contacted viator in their contact form regarding their "best price guaranteed" policy - till this day I didn't get any response. I searched for a phone number in their website to contact them about this subject - there was none! When I finally found a phone number (in their facebook page) - it was only for booking trips. They can't help with "best price guaranteed" policy. But "they have updated my file and will pass it to the relevant department" - but they can't send me any proof of this so called "file" and never contacted me again.”

Helpful Report

Posted 9 years ago

“Disappointed. I purchased a tour in Rome for myself and my two children to tour the Vatican Museum, Sistine Chapel, and St. Peter's Basilica. I purposely picked a Wednesday for the store because we had already had other tour scheduled during the week. Upon check-in of our Vatican tour we were told that St. Peter's Basilica was closed on Wednesdays and we would not be touring it. Why would Viator tour sell a package on a specific day of the week knowing St. Peter's Basilica was closed?! That's just plain stealing, selling something that's not even offered. And it's been a struggle to get through to anyone in customer service and I'm sure I will not get a dime back for my inconvenience and overpayment of their the false advertising.”

Helpful Report

Posted 9 years ago

“If I could do zero stars I would. The customer service is garbage. It takes about 20 minutes of research to find the customer service phone number and actually talk to a human. Then it gets worse from there. After ordering a Puerto Rico tour, whic I had to input our weights in the web site prior to confirming. I put my husband's weight as 215 pounds. It allowed the booking to go through without any errors or warning and then I noticed that you could not be over 200 lbs in the confirmation email. I called them immediately to try and resolve the situation and get a refund. Not only did they refuse any refund, but when I asked for a manager, Kelly (the service rep) told me that it won't do any good because the manager will say the same thing she said. When I still persisted to talk to a manager, she put me on hold for a while and then got back on the line and set a manager was not around. She refused to give me a time the manager might be around or take my information to have a manager call me to try and remedy the situation. I had to threaten calling the Better Business Bureau to get any sort of resolution. Eventually I got the tour provider to refund my money as Viator was unwilling to help their customer. I will never use the service again. I will discourage everyone I know from using the service. Trip advisor should be embarrassed of being associated to such a poorly serviced entity.”

Helpful Report

Posted 9 years ago

“Company will scam you- provides inaccurate booking confirmation details and when those details cause you to miss your trip, they will use baseless claims to support their reasoning that you were the one wrong. Absolutely awful- do not use.”

Helpful Report

Posted 9 years ago

“Terrible! How come before I register as member, i saw advertisement that within this 3 days there will be promo of 15% off all tours if buy more than 400, but after i register as member, the advertisement gone!! Aviator, you are very misleading! and a cheator!”

Helpful Report

Posted 9 years ago

“I booked a Monuments Moonlight Boat Cruise with D.C. Cruises for my husband for Father's Day. My two kids, husband, and I arrived in plenty of time and we're the third group in line. We had a confirmation number and e-tickets. The boat arrived, and we were told our reservation had been rejected. Neither viator or D.C. Cruises made any attempt to notify us. We were told viator overlooks all the time.”

Helpful Report

Posted 9 years ago

“For the San Jorge Castel in Lisbon I waited 40 minutes to take the tram 28 ( the publicity said every 25 minutes). And when we wanted to leave we waited more then 1 hour for the same tram ( the red line). It never came. We walked. We were not able to finish the tour. Don't waste your money for this company.”

Helpful Report

Posted 9 years ago

“If you want your holiday ruined book through this company. Viator already know what my complaint is. Just putting out there what a poor company this is and Trip Advisor need to sack them”

Helpful Report

Posted 9 years ago

“Most horrible company to work for, they fire almost everyone that bends their back for them. I was fired from this company because i was 1min late logging on to their damn phones. when i told them its because their lobby door is out of service they said it was no excuse. this company attendance policy is ridiculous. my friend who also worked for the company had an emergency fire breakout inside her home this company still threatened to fire her. these people are unbelievable she could've lost her children & all this company could think of was keeping her at work!! don't ever work for them the decisions they make are not rational at all. i don't expect this "new" company to last for long.”

Helpful Report

Posted 9 years ago

“I was ripped off like so many people ....read the reviews.....do not use this company ....terrible service .......one of the worst I have dealt with”

Helpful Report

Posted 9 years ago

“booked uffizi for 11.30 but got sent tickets for 12.45 which means I have lost my money have other trip planned so can't fit it in .....customer service attitude is tough luck it's your problem .....disgusting feel ripped off”

Helpful Report

Posted 9 years ago

“Viator did send us a last minute message with new pick up adres. Nobody came to pick us up, so we mist our tour. Called the tourcompany and they told us we should have been at the first given pick up place, not this one. Trye to reach Viator time after time, and received a message comfirmation everytime we send a mail but now more than two weeks ago we have never heard from Viator since. We payed €140,00 that we shoult have returned as we never had the trip. Very bad company, Viator and we will never use this again.”

Helpful Report

Posted 9 years ago

“Viator did send us a last minute message with new pick up adres. Nobody came to pick us up, so we mist our tour. Called the tourcompany gebeld and they told us we should have been at the first given pick up place, not this one. Trye to reach Viator time after time, and received a message comfirmation everytime we send a mail but now more than two weeks ago we have never heard from Viator since. laten horen, ondanks vele berichten van ons. We payed €140,00 that we shoult have returned as we never had the trip. Very bad company, Viator and we will never use this again.”

Helpful Report

Posted 9 years ago

“I will never use viator again. I recieved confirmation of ticket availability after the time slot for my tour had expired and the actual ticket vouchers arrived several hours later. Was informed by customer service that l had no right to any refund, (l tried to cancel when l'd had no confirmation by the time l was supposed to be getting to the venue) Total waste of €50”

Helpful Report

Posted 9 years ago

“They do not honor their low price guarantee. I found the two tours I booked at a 10% discount on the tour company's website the same day I booked through Viator. They would not honor the lower price saying they charged the recommended price despite the fact that I sent screenshots as proof. I will go back to Expedia in the future.”

Helpful Report

Posted 9 years ago

“WARNING! Viator does not stand by it's tours. Viator provided the wrong tour start time. Based on their misrepresentation, we missed this tour. Then, rather than making this right, they tried to blame the local tour company and when I pushed back on that (because it wasn't the tour company's mistake, it was Viator's mistake), they tried to blame me. Then they refused to refund me despite the fact that the problem was entirely on their end. DO NOT WORK WITH THEM. I wouldn't advise working with them if I were a tour company or patron. If there is any problem, they simply try to shift the blame and not help resolve the problem. I would advise looking for the tour on the website and then booking directly with the actual tour. That way, you can ensure that you are dealing with one entity to resolve any concerns. And you get information directly from the tour company rather than misinformation from Viator. So disappointed. I went through Viator because I trusted that they would help ensure a great experience. Big Mistake.”

Helpful Report

Posted 9 years ago

“Today was the first time I have tried to book a tour to Fiji (actually 2) through Viator and my card has been hacked. I was charged incorrect amount and didn't not receive any booking confirmation. Having spoken to the Viator Help Centre I was advised to contact my bank and report a fraud. So not only did I lose money but my card had to be cancelled and that's only 3 days before my holiday in Fiji! Great! Certainly won't be booking anything through Viator again. It might be just bad luck but just be careful everyone...”

Helpful Report

Posted 9 years ago

“Booked a garden tour in Barbados for 22nd May 2017 on the 26 Jan 2017 and paid in full and printed off all paperwork.When in Barbados told to contact A+ tours and events Let down by both company's the day before trip due. Tour cancelled.”

Helpful Report

Posted 9 years ago

“1ST TIME WORST TIME NEVER AGAING this was such a HORRIBLE EXPERIENCE if I can rate this a ZERO I would. They were SO UNPROFESSIONAL it was RIDICULOUS. Went with 7 ppl only 2 of the 7 ppl rode atvs before. Everything was SO RUSHED that 2 ppl went to the bathroom which they got CHARGED TO USE and when they got back they just wanted them to hop on with NO KNOWLEDGE of how to use the machine and go. They also wanted us to pay 20 for security for the atv which we had no KNOWLEDGE of it didn't say that in the booking. They were NOT at all PREPARED for 7 riders we had no goggles the helmets didn't fit correctly and my friend helmet was BROKEN. At first the men said she didn't need one.Her being SMART said no i need a HELMENT. Then they cut a bookbag strap off with a BROKEN BOTTLE and tied it around her head.The atvs kept stopping. They RUSHED us threw the course.They had attitudes they left us behind at times we didnt know what was ahead. The course was SO ROCKY and not on the beach at ALL.Some of us got in accidents. My one friend with the bad helmet got in a accidents and flew off the atv.We sat around as they left us there waiting for help they came back with NO-ONE they then tried to convince her to get back on the atv COUNTLESS OF TIMES which was ANNOYING.They couldnt understand NO. They left again saying they was getting help came back with someone we never seen before it was like he picked someone up for a ride and dropped him off. At this point we where fed up we then started to walked in the HOT DRY WEATHER by ourselves to try to get back to the starting point FOR HELP all a while my friend is INJURED they had no idea what to do in this situation thank the goodness she had her helmet on because she hit her head as she fell to the ground and getting back to the boat we learned that she broke and frasured her wrist which I wrapped up in the woods. They had no KNOWLEDGE,NO SYMPATHY,NO COMPASSION about my friend bring hurt or in pain. I will NEVER EVER USE THIS PLACE AGAIN I advise u all take this as a WARNING”

Helpful Report

Posted 9 years ago

Viator is rated 2.1 based on 1,253 reviews