Viator Reviews

Name: Viator
Address: 360 3rd St #400, San Francisco
Rating: 2.13

2.1 Rating 1,202 Reviews

28 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.1

Based on 1,202 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

Write Your review

Tell us how Viator made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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 been a loyal client for a long time, but this experience was a major disappointment. Due to a default setting in the Viator app—likely caused by a previous booking—the dates were set incorrectly. I contacted customer service, and unfortunately, Kenneth, the representative I spoke with, was completely unhelpful and unprofessional. He showed zero empathy and made no effort to assist me. I’m truly disappointed by the level of customer service I received. Very unfortunate experience”

Helpful Report

Posted 1 day ago

“Pathetic experience. They cancelled my harry potter tour 1 week before the tour which was booked 1 month ago. Highly disappointed. Never booking with viator again”

Helpful Report

Posted 1 week ago

“We had tickets for Niagara Falls boat tour, my sister in law had a pulled muscle and couldn't attend, they refused to give her any compensation back, at $160, keep $50, for any hard work that you think you've done, and refund the rest. I will inform anyone that I talk yo about Niagara Falls, to NOT book with Viator. Shame on you , for doing absolutely nothing 👎👎👎👎👎”

Helpful Report

Posted 1 week ago

“Booked a tour through Viator and was promised pickup — confirmed it twice via their customer service. Waited with my elderly mother and no one ever came. The tour operator said no transport was even arranged. Viator refused to refund me. Completely unacceptable and very disappointing experience.”

Helpful Report

Posted 1 week ago

“I somehow was booked on two different viator tours on the same day from Paris. I only knew of one which I took. However viator took the full payment for the other tour which of course I couldn't take, can't be in two places at once! I requested a refund, or even part refund or credit towards a future tour. Viator told me bad luck, offered no compensation. I will never book through them again and I had been a loyal customer”

Helpful Report

Posted 1 week ago

“I booked a boat tour in Ireland for 4 people. Viator provided the wrong departure address, so we missed the boat. I called the actual tour company, and they told me it was the wrong address provided by them. Viator refused to refund my money or give me a credit to do something else that day.”

Helpful Report

Posted 2 weeks ago

“I booked a tour in Rome through Viator. There were significant train delays and I was going to be late for my tour so I contacted Viator and asked if the tour could be rescheduled. I was told it could, two days later at the same time. The next day, I didn’t see the new voucher in my app so I contacted them. I was told sorry, we told you wrong info so no tour and no refund. Turns out they charged me about 5 times what the tour operator was charging anyway. I rebooked through the vendor but Viators customer service was condescending and unapologetic for flat out lying to me. I will never use them again.”

Helpful Report

Posted 1 month ago

“Viator and VIP Ontario Tours Stay away from VIP Ontario tours and Viator. Both gave me incorrect information for departure times and location. Now weeks later I am still being blamed by both companies that my family and I arrived late to the meet area. I clearly proved that we were early to the address and location given to us but all VIP Ontario tours and Viator can say is that we were late and then threw us onto a different tour bus. I spent too much time calling both companies and chatting on WhatsApp in and around our tour and still left being felt that we were the problem and not responsible taken by either company. Ignorance to say the least. Do not waste your hard earned money on companies like this that we blame you for their mistakes. Find another tour app or company to enjoy you time in and around the Toronto city area.”

Helpful Report

Posted 1 month ago

“Booked through Viator. Our booking said cancellation possible if canceled within 24 hours. The tour company asked if they could changed our day. Even though this was not ideal for us we did this to make it easier for them and in doing this they also were sneaky and changed the terms to read no refund allowed. When we became sick and tried to cancel well within the 24hrs they would not refund. I don’t recommend booking with this company.”

Helpful Report

Posted 1 month ago

“Booked a tour and were not contacted in advance for the location change. As the customer we were to notify in advance 24 hours if our plans change to cancel. However Viator does not follow the same communication time line. Thus we met at the place the ticket showed us, waited 15 additional minutes to learn once I returned to the US that they left a voice message with location change. We do not pay for or access telephone or text message when traveling. So I have been trying for 2 months to get this refund and now they are demanding for the chargeback to their company. I did request from my credit card to credit me for this and thus the dispute. Sad that a company can't admit to this error...they changed less than 2 hours on the day of the tour and expected us to be available to answer calls etc...we were on another tour!!! Do not recommend booking with Viator”

Helpful Report

Posted 1 month ago

“I booked a tour for 930 am with the rest of my group I guess the tour got full and was bumped to 1045 separate from my group. I called nothing could be done to fix this. I have a special needs child who is anxious without people she knows this just made the whole trip miserable and no longer fun.”

Helpful Report

Posted 1 month ago

“This is a scam company, very unhelpful customer service! Had issues where a tour guide pretended not to find us and we never got to go on the tour. Won’t refund us”

Helpful Report

Posted 1 month ago

“Very disappointing customer service. We had a tour booked in Paris which was not as described. Contacted the vendor in the first instance for a partial refund only to be completely dismissed. We turned to Viator who our booking was with, and was again repeatedly dismissed by Viator. Viator sided with the vendor rather than the customer. So if you don’t get what you paid for or what was advertised, Viator takes no liability for their site and descriptions. We were a pretty frequent user of Viator before this instance, but would not recommend for future bookings off the back of this experience.”

Helpful Report

Posted 1 month ago

“Be warned. Do not use this company. Customer service is a joke”

Helpful Report

Posted 1 month ago

“I had a tour recently where there were 4 paid for ticket that requested an English speaking guide. Viator included a couple to make 6 of us total who DID NOT speak English. And the guide ended up speaking in Spanish more than 50% of the time. I was extremely disappointed. And found that to be rather rude and inconsiderate. BEWARE: That just because you choose a guide to speak a certain language, doesn't guarantee that your tour will be solely in the requested language!”

Helpful Report

Posted 1 month ago

“Awful. If I could give Zero Stars I would. Made the 90 minute trip to the Louvre based on my Viator “Voucher” only to be contacted first for a later time, and then they said we don’t have anything and might be able to do a different day. I AM ALREADY AT LOUVRE. They charge 25 over Museum price and did less than Nothing for my “voucher” How are they still in Business. Waste of time and money”

Helpful Report

Posted 1 month ago

“Booked a Salerno to Amalfi, Ravello & Positano by Car tour operated by Amalfi Coast Lovers on 5/25/25. My friends & I the worst shore excursion experience after our ship docked. Had to find the Non-English speaking driver behind a building instead of him meeting us. A/C was terrible. Did not follow the itinerary. No stops in Vietri & Amalfi because of heavy traffic accdng to the driver. Just dropped us off on the side of the road in Positano without telling us where to go. Spent 30 min looking for restroom & waiting to be picked up. Spent less than an hour in Ravello then driven back to the ship. Not able to explore Amalfi, Vietri & Positano. Spent more time sitting in the car than touring the sites on the itinerary. Asked for partial refund from Viator but got rejected. What a way to treat its customers!”

Helpful Report

Posted 1 month ago

“They say full refund bt that's a joke!!! I canceled way before my tour and still haven't received my refund. would never use this company EVER AGAIN!!!”

Helpful Report

Posted 2 months ago

“Title: Awful experience – denied tour, rude staff, no refund, and double charged! I booked the “Edinburgh: Glenfinnan Viaduct, Glencoe and Fort William Tour” for May 22 via Viator. We were denied entry on the day of the tour because we had our 6-month-old baby — something not clearly mentioned anywhere during the booking process. We tried contacting the operator before the tour, messaged them, got no reply. On the day, they were rude, refused any refund, no credit, no alternative, and simply sent us away. Now to make matters worse, we just found out that Viator charged us TWICE for this booking — that’s over £230 gone with no service provided. We are beyond disappointed. This was supposed to be part of our holiday and it turned into stress. Viator completely failed us — no communication, no empathy, no responsibility. Not recommended at all.”

Helpful Report

Posted 2 months ago

“TOUR TITLES ARE DECEPTIVE - I booked a tour in Mexico City with a title "XOCHIMLCO, COYOÁCAN & FRIEDA KHALO MUSEUM". When I received the ticket it said the Freida Khalo Museum was NOT included. When I immediately asked to cancel and receive a refund, Viator said NO - and that it was my fault for not reading the description of the tour. DO NOT RELY on tour titles.”

Helpful Report

Posted 2 months ago

Viator is rated 2.1 based on 1,202 reviews