Viator Reviews

Name: Viator
Address: 360 3rd St #400, San Francisco
Rating: 2.10

2.1 Rating 1,246 Reviews

27 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.1

Based on 1,246 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 had an awful experience with Viator. The tour time was changed, and as soon as I found out about the change, I tried to cancel because the new time no longer worked for me. The website showed a 24-hour cancellation policy, but then the company claimed a different policy applied. What made this even worse was being sent in circles. Viator told me to contact the tour operator, and the tour operator told me to contact Viator. No one would take responsibility. I requested a refund because the time was changed on me, but they would not provide one. This is completely unreasonable. Customers should not be punished when the tour time is changed and the new time does not work. Be very careful before booking through this company, because if something goes wrong, they may refuse to help and leave you stuck with the charge.”

Helpful Report

Posted 6 days ago

“Charged 3x the face value of the ticket we were given by the local tour company to see the Eiffel Tower. Horrible experience and got nothing to justify the price. Guide sucked and the whole thing was incredibly slow and crowded. Tried to complain to Viator and they acted like this was a special tour. Also had issues with them not providing me with the proper tickets that would be accepted at Napoleon’s tomb.”

Helpful Report

Posted 1 week ago

“terrible company, will not stand behind the tour quality. the Venice hop on and off was almost non existent, worst ever, skipped stops, terrible app, and long delays between pickups. gave feedback to Viator, within minutes claimed to have contacted the tour company and denied my refund. Terrible platform who does not stand behind the products that they showcase. It would be better to book directly with tours or companies rather than overpay the Viator tax, don't waste your money”

Helpful Report

Posted 2 weeks ago

“Product code: 222147P7 Reading a review about "SESTO" tour company that stated the so called vintage van had NO SEATBELTS for passengers, but yet they did have a seat belt for the driver. NO SEATS BELTS are against the law in Italy and very unsafe for tourists. This company also drives on the highway without seat belts. Given Viator reading this review I am surprise that Viator still allows this company to list this tour on their website. WATCH OUT”

Helpful Report

Posted 2 weeks ago

“They issued me with invalid tickets for the Rome Colosseum, and then refused me a refund. AVOID!”

Helpful Report

Posted 1 month ago

“Don’t trust Viator. We booked a transfer through Viatour that didn’t have a good description. I contacted the vendor and they told me in writing via email that this was a private tour. After I booked it, the vendor contacted me and said that their colleague had made a mistake. They said this is not private tour and I told them to go ahead and cancel and they assured me I would receive a full refund. By the time I landed at my destination, the lady from the vendor called me again and said I can’t cancel. She said they can give me a private tour for €2000. They had already put in writing via email that it was private. I talked to her about it again and she refused to help. I contacted a via tour and they also refused to help. There are too many other great online companies to choose from. Don’t trust Viatour.”

Helpful Report

Posted 1 month ago

“À fuir absolument ! J'ai acheté sur Viator des billets pour le Musée de l'Orangerie, payés presque le double du prix officiel, en pensant avoir une réservation garantie. J'ai bien reçu des billets, mais une fois sur place, ils ne m'ont servi à rien : les créneaux étaient complets et j'ai été refoulée à l'entrée. Le système est trompeur : on croit réserver un horaire alors qu'en réalité rien n'est garanti. Viator vend des billets très chers pour des créneaux qui peuvent ne plus être disponibles. Après réclamation, le service client s'est contenté de dire qu'il était désolé mais qu'aucun remboursement n'était possible. Ils encaissent l'argent mais n'assument pas les conséquences. Perte de temps, perte d'argent et énorme déception. Passez directement par les sites officiels. À éviter absolument.”

Helpful Report

Posted 2 months ago

“Completely disappointed. A few days before my trip to Rome, this company canceled my Colosseum tickets without providing any explanation, even though I had purchased them almost a month in advance. Because of this last-minute cancellation, I now have to search for alternative tickets and pay a much higher price. This situation caused unnecessary stress and completely ruined my experience with this company. I would not recommend booking with them.”

Helpful Report

Posted 2 months ago

“Viator have stolen my money. I paid for a tour (360 degrees tour with a walk to a lagoon) in San Cristobal, Galapagos. The tour does not appear to exist. I was put on a far cheaper tour which I refused to accept. There has been no attempt to resolve the issue. I’m wasting my last full day in the Galapagos because of this. I can’t begin to describe how angry and upset I am.”

Helpful Report

Posted 2 months ago

“Cancelled our excursion without notifying us. We were left with no excursion. Never book through this consolidator again.”

Helpful Report

Posted 3 months ago

“A Viator foi uma grande decepção. Comprei ingressos para o Coliseu com Arena em Roma para a minha família com cerca de 10 dias de antecedência para garantir nossa entrada pois a compra de véspera no site oficial é realmente complicada. Saibam que o valor é super inflacionado, cerca de 3x o quanto pagaria na bilheteria oficial. Com três dias do agendamento, tudo certo, e-mail confirmando “os bilhetes”. Não caiam nessa, os bilhetes de verdade só são entregues 30 minutos antes do horário agendado num ponto de encontro determinado por alguma operadora local. Dois dias antes, a surpresa: recebi um e-mail dizendo que eles tiveram “problemas no sistema” e que nossos bilhetes estavam cancelados, dando opções esdrúxulas em outros dias que sequer estaríamos em Roma. Fizemos contato com a operadora local, insisti que era um total absurdo o que eles estavam fazendo, pois seria impossível conseguir ingressos na antevéspera do dia agendado. De forma grosseira e indiferente finalizaram a conversa dizendo que eu deveria procurar a Viator. Simples assim. A Viator me mandou um email confirmando o cancelamento, propondo o reembolso e pronto. Aprendizado: a Viator é uma plataforma que terceiriza a aquisição de bilhetes por operadoras locais. Elas compram na oficial do Coliseu e revendem como num leilão, pois é possível mudar o nome do bilhete uma vez até o uso do mesmo…(sim, ele é pessoal e conferido na entrada com passaporte) e aí acontecem os “cancelamentos” por “problemas no sistema”… enfim, NÃO CAIAM NESSA! Você compra e paga na Viator, eles te terceirizam para a operadora local que, quando não entrega o acordado, joga a responsabilidade para a Viator, que não é operacional, e responsabiliza a operadora terceirizada. Você fica na mão, sem bilhete na véspera, com chance mínima de conseguir e com uma proposta de reembolso. Dica: se vier para a Itália, tente comprar seus ingressos com meses de antecedência nas bilheterias oficiais, super difícil conseguir de véspera. Não conseguiu? Há três destinos: 1. Sorte absoluta de conseguir comprar online de véspera nos sites oficiais (foi o que aconteceu com a gente no Coliseu, Panteão e Fontana di Trevi); 2. Filas gigantes nas bilheterias dos locais (aconteceu com a gente no museu do Vaticano) com grande risco de não haver bilhetes; 3. Recorrer a essas intermediadoras como a Viator que inflacionam brutalmente o valor (leilão mesmo), correndo o risco de ter seu ingresso cancelado de véspera e não conseguir conhecer o que você gostaria.”

Helpful Report

Posted 3 months ago

“I'm sorry to say but my experience with Viator was horrible! Besides the fact that the entrance tickets to Lindt Home of Chocooate cost three times more than the official price, getting the tickets (qr) is so cumbersome and time-consuming that it makes you so nervous that you want to give up! I absolutely do not recommend it!!”

Helpful Report

Posted 3 months ago

“booked a tower of London trip with them for April 1st at 2pm when I paid booking was March 32st at9am I contacted them the service was terrible said can't change i phoned tower of London site up said this was totally untrue I hav3 not had any reply of them waste of 66 quid AVOID”

Helpful Report

Posted 3 months ago

“Booked a car service from Incheon airport in Seoul to our hotel. Driver never showed up and we had to scramble to find our own transportation. Very frustrating.”

Helpful Report

Posted 4 months ago

“Only gave one star because I had to. Terrible customer service. Will not give you a refund even if it’s the staff fault. They will ask for proof, than say their doing an investigation and still respond saying their not going to refund you.”

Helpful Report

Posted 4 months ago

“As a supplier i would like to say that VIATOR SUPPORT TEAM is the worst thing ever in my business career. Viator has paid a support company in India or other asian country that handles all requests and except for the fact that they are stupid, they don't understand anything and speak like robots. Bravo VIATOR!!!”

Helpful Report

Posted 4 months ago

“I was in Nashville and booked a tour that included visiting the Grande Ole opry , Music row and the major sites to see in Nashville. When the Driver was late to pick us up, I contacted Viator and they provided the contact information for the Vendor of the tour. When I spoke with them I learned that THEY WERENT RUNNING TOURS THAT MONTH!!!!!! They don't do tours in the winter and Viator knew this. I was unable to see the sites I booked as tickets weren't available with such late notice. I got an I'm sorry from Viator and nothing else. If I had cancelled I would have lost all fees paid. They screw up and say I'm sorry with absolutely no recourse. try booking directly from the vendors. much better off”

Helpful Report

Posted 4 months ago

“Viator is not the middleman that makes it easier, better to just go directly to the local company. I booked a Venice tour through Viator. While traveling in Italy, I was notified that the tour was canceled due to low sign ups. Viator offered an alternative tour, that was smaller than we originally booked, but I was fine with it. I asked for an updated voucher with details and relied on the Viator app for the correct information. The voucher in the app updated the price but not the tour time. I depended on the Viator app for the updated info since that’s where I booked it, but the time was never updated. So I showed up at the original time, and then missed the tour because of incorrect information. And now Viator refuses to issue a refund!! This wasn’t user error, it was a failure of Viator’s system and communication. They act as a middleman, but when something goes wrong, they don’t take any accountability! Save yourself the stress and risk. Book directly with local tour operators instead of using Viator.”

Helpful Report

Posted 6 months ago

“BEWARE! We booked three tours 2 months in advance of our travel. We were sent tickets and reminders from Viator for all three tours. We never received any information that there was a problem. When we arrived at the hotel for our destination the company we had reservations and tickets for that day called and said they were not even open on that day. We called Viator and they didn't seem to know anything about the fact that the agency was closed. But we had a Viator tour for the following day. The tour operator for the next day never showed up and when we called, they also said they were closed that day. So we hired a local company for a day tour. Then we decided to try for a different tour our final day. We went on to Viator and saw that one company still had some tours with an opening. We booked one for the next day, thinking at this late date surely it would be a viable tour. The next morning we went to the hotel lobby to meet the tour at 8 am. No one showed, so we checked and Viator said they could come as late as 9 am to pick us up. At 9 am no one was there. We spent the last 4 days of our trip, and the only days in this particular country, waiting for Viator tours. In each case, Viator sent us reminders that the tour was happening and tickets to the tours right up until the day of the tour. They also sent emails asking us to rate the tours that didn’t happen the day after. We were so disappointed and lost a lot of what we hoped to see in that country. It was awful. BEWARE!!! From now on, we may look at the Viator tours, but will not book with them. We will note the names of the companies giving the tours and book directly with them. Viator obviously does not keep good communication with their companies and when we did call Viator about the problems they just referred us back to the local companies. No help at all. The tour we booked with the local company was on time and good. But all we booked with Viator were cancelled. The dates below do not allow for multiple dates. Our tours were from December 29-January 2, 2025.”

Helpful Report

Posted 6 months ago

“We booked a tour of the Falkland Islands for a cruise stop. Medical emergency for a passenger made the captain divert our stop. We cancelled our tour when we found out but it was less than 24 hours so they would not refund. They captain changed our schedule and informed us we would be going to the Falklands a day later than planned. I asked Viator to move us the that following day and they would not. We have several Viator trips left on the cruise but after this cruise, we will never use them again”

Helpful Report

Posted 7 months ago

Viator is rated 2.1 based on 1,246 reviews