Viator Reviews

2.5 Rating 858 Reviews
36 %
of reviewers recommend Viator
2.5
Based on 858 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
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Phone:

888-651-9785

Email:

support@viator.com

Location:

360 3rd St #400
San Francisco
94107

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Viator 1 star review on 16th March 2024
A Williams
Viator 1 star review on 16th March 2024
A Williams
Viator 1 star review on 10th March 2024
Natasha Money
Viator 1 star review on 8th December 2023
JASON B
Viator 1 star review on 10th July 2023
Jon E
Viator 1 star review on 15th May 2023
Anonymous
Viator 1 star review on 24th April 2023
Evelyn Favish
33
Anonymous
Anonymous  // 01/01/2019
Hola para una experiencia muy desagradable me vendieron un excursión al palacio de alambra en granada España con casi dos meses de anticipación esas entradas después de haber cogido el autobús nunca aparecieron y querían que entráramos con entradas de otras personas que no concordaban con nuestros pasaportes para una experiencia desastrosa para mi me sentí robado y estafado
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Posted 2 hours ago
Nunca vieje con Viator, la peor experiencia, nos vendieron unas entradas para Alambra, y cuando llegamos no existían, querian que entrarnos con tickets con otros nombres, que por su puesto no coincidía con nuestros pasaportes, la peor experiencia. Nunca mas seran una opción para mi en mis vacaciones. Son unos estafadores
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Posted 2 hours ago
Stay away from this company They cancelled my tour same day as I booked it. The payment was authorised and has been sitting pending in my account for over a week and they refuse to acknowledge I can't get my money. Many many phone calls and emails and they just keep lying. Telling me it was voided and never charged...yet its still pending on my account and I can't use MY money. Dodgy company. Stay away
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Posted 2 days ago
What a joke , we purchase the eiffel tower tour and was an scam jajajajjaj lol , now we are waiting 4 hours with the tour guy to buy the tickets lol 🤣, something that we can do and paid less , NEVER NEVER buy something with AVIATOR . A joke
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Posted 3 days ago
Train tickets never provided. Have proof from agency they could not deliver but viator said they did so provided no refund. Will have to claim from bank. Would 100% avoid
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Posted 3 days ago
We booked several tours with Viator while in Paris. The first 5-6 tours went well. The tickets arrived on time and the tour guide was available. For our last tour in Paris, we were supposed to see the Arc de Triomphe. The tickets never appeared in our email or the app. I even contacted Viator. Told them about our issue. They couldn’t help us. So I tried to get my money back. They said the vendor had emailed it to us. I told them that I needed a manager. He said the same thing that it was emailed. I explained that it wasn’t sent to our email or our app. I saw that a day later it had been sent to WhatsApp. Which I never use. Viator refused to give me a refund or rebate on the next two trips that have already been book. Lucky it was a small amount lost. But on principle I do not like poor customer service.
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Posted 6 days ago
We booked several tours with Viator while in Paris. The first 5-6 tours went well. The tickets arrived on time and the tour guide was available. For our last tour in Paris, we were supposed to see the Arc de Triomphe. The tickets never appeared in our email or the app. I even contacted Viator. Told them about our issue. They couldn’t help us. So I tried to get my money back. They said the vendor had emailed it to us. I told them that I needed a manager. He said the same thing that it was emailed. I explained that it wasn’t sent to our email or our app. I saw that a day later it had been sent to WhatsApp. Which I never use. Viator refused to give me a refund or rebate on the next two trips that have already been book. Lucky it was a small amount lost. But on principle I do not like poor customer service.
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Posted 6 days ago
Can I give a zero?? Don't use these clowns. They promised me a full refund when they didn't show up to pick me up. I would have made them come out of I had known they would cheat me out of $200
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Posted 1 week ago
I’ve been using Viators for 20 years, yesterday I booked the wrong date. Viators will not allow a change of date or even give a credit for future use. Done with Viator for now, moving onto the competition and hopefully better customer service. Bye Felecia!
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Posted 1 week ago
We booked a walking tour of New Orleans, and no one showed up at the meeting point!. Called the tour operator who told us we were not on the manifest, and Viator had not provided the information to them. The tour operator said this happens all the time with Viator. Called Viator who did refund our money. However, our entire day was an unorganized mess as we had planned around this tour! We will remember next time and book directly through the operator’s website!
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Posted 1 week ago
Don't book here, they are scammers. Even though we arrived at the place, it was impossible to take the tour due to a strong storm, it continued to rain for more than 6 hours. They took our money for a service they never provided. Viator said the refund had to be issued by the tour operator and the tour operator that it had to be Viator. Then they said no, due to refund policies. Obviously it is cancellation due to force majeure.
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Posted 1 week ago
Viator did not handle the issue below, only sent a form email… Booked tour to Chichen Itza and they used the “bait and switch” tactic. You chose All-Inclusive and they switch when you chose the hotel pick up option. Hidden at the bottom of the page (need to school way down) is a fifth option to choose “All-Inclusive”. The title of the page is All-Inclusive, so you think that’s what you’re getting. Many people were scanned tiles easy based on the one star reviews. This is a Trip Advisor company
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Posted 1 week ago
If Viator don’t want their ratings to go down, I would suggest they remove the company name The company Star Blue Catamaran in Cancun from offering tours. We travel a lot and this has been by far the WORSE EXPERIENCE EVER!! I wrote viator my complaint, they said unfortunately they could not give me a refund. I asked for a supervisor and have not been able to get one. First of all, we had to wait outside in the heat for our driver to arrive thirty minutes late to pick us up for the excursion. The tour operator was unresponsive when I messaged them, and the phone was disconnected when I tried to contact. Furthermore, the driver did not apologize for being late when he arrived. In addition, he pulled over to the side of the road to use his phone and stopped to take films. We were then informed that we could not snorkel after the boat had sailed away after we arrived at the boat. We mostly booked for snorkeling, thus this was a tremendous annoyance. Additionally, there was a cost associated with reserving the coral reefs. yet we didn't get to see any reefs or be near any. I feel as if they waited to take our money first and sail off so that we couldn't try to cancel and get our money back. Another thing I noticed is that the music was not diverse at all. They have a lot of tourism going on so it was weird how they only played one genre the entire time. No one even wanted to dance or sing. Then, when we docked to eat we were told to be ready by 1:20pm. We had just docked at 12:20pm. Between docking late and having to walk to the lunch place we only had about 30-45 min to eat and use the bathroom. When my group walked back to the boat we were told that it's actually 1:40pm and to find something to do smh. Also, when we went shopping one of the workers said they would charge my friend $35; however, they charged her 700 pesos which is actually closer to $42. When she tried to tell them, they ignored her and still took her money. Lastly, on the way back our guide told us that our transportation was waiting for us. It was not. We got there and there was no one waiting. The guide then told us that it was actually a 5 minute wait. 5 minutes turned into 10, and then 20, and then an hour. Again, there was no apology for this. One of the families sharing the van had a baby who was obviously upset and hot and tired of waiting. Overall, if I could give this experience 0 stars I would. I hope that the customer service team takes note of my comments and kindly decide to issue a refund. I'm not happy at all and don't feel comfortable booking on trip advisor or viator if they just let any company have a booking page.
Viator 1 star review on 16th March 2024 Viator 1 star review on 16th March 2024
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Posted 1 week ago
This company is horrible. I planned a tour and was quite excited about it. We got to our destination and met another couple who had also planned the tour. We both got there very early and never saw a guide. We asked around and nobody could help us. Do to this We both requested a refund. The other couple received a full refund. I however did not. No matter how much I explained and mentioned the unfairness of them approving one refund and not on other. THINK TWICE before booking with Viator. Date of experience: March 11, 2024
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Posted 1 week ago
Meeting point was incorrect. The guide told us nothing about the tower. Just told us go to summit lift first. So we paid extra €30 for nothing. All tickets are €49. No such thing as SKIP THE LINE. Always buy tours straight from the official sight. DO NOT PUCHASE TOURS OR TICKETS THROUGH VIATOR.
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Posted 1 week ago
Horrible experienced. They booked our family tour to hot springs without telling us it was 18 and over. When I tried to cancel the night before once I found this out, they said 24 hour cancellation and wouldn’t refund any of my money so I had to pay for the whole thing even though we couldn’t go. Do not use.
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Posted 1 week ago
The tour was very good however the location to eat was awful ! It was buffet style looked good some things were ok ! The problem was the food was not hot it was room temperature I thought I knew better to eat cold meat I tasted a few things and got food poising from the restaurant can’t find name of restaurant. I advise change place to eat only place close they dropped off it was noon we were hungry ! I TRULY WARN ANYONE to EAT that Food ! It has taken me 2 days to feel better and lots of medicine ! I wish I was still there to get my nieces money back HORRIBLE EXPERIENCE !!-0000 review ! BUYER BEWARE!! Left to states no time for refund !!
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Posted 2 weeks ago
Do you want to deal with a company that promises you excellent service and don't deliver. Do you want to deal with a company that promises fool refund for horrible and life threatening experience and don't deliver. I don't advise.
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Posted 2 weeks ago
My tour to the Eiffel Tower was cancelled due to a strike. I have been eating over 4 weeks for a refund, which I have been promised on numerous occasions from their customer service. There is no phone number to call and each time I have contacted via chat I get told to either check with my bank, who have said nothing has been recieved, or that the money will be coming soon. It’s a real shame this is part of trip advisor! Please don’t book with Viator, it’s been an expensive lesson to learn!! For all the trips and experiences I do, I will NEVER be booking with Viator Again! I need reassurance that a trip cancelled outside of my circumstances means I will get my money back with no issue or delays!
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Posted 2 weeks ago
DO NOT USE VIATOR. Absolutely awful. Use GetYourGuide for the same trip as they are much more reliable and have a decent customer service team. I booked a day trip to Casablanca from Marrakech. It was advertised as hotel pick up but since I knew my hotel was a distance from the center of Marrakech I called the number on this advert to find out if pickup from my hotel was at all possible- I knew I wouldn't be able to make it into the center of Marrakech for this time in the morning. The Viator man on the phone repeatedly assured me that pickup was possible from my hotel and I even joked with him saying I was surprised as it was so far out. He took payment over the phone and my excursion was booked with pickup from my hotel. The night before our excursion I still hadn't heard from anyone regarding our trip so I messaged them and at about 9pm they replied and they said my hotel was too far so I would have to meet them in the center of Marrakech. I politely explained that that wouldn't be possible and that I had informed someone of this issue previously before booking. They said I could pay DOUBLE what I had already paid and be picked up from my hotel. I explained that that wasn't the arrangement and that was unfair considering I was given explicit information that I was able to be picked up from my hotel for no extra costs. After a LOT of back and forth, messaging two different numbers and stressing on my holiday until about 11pm I finally got an email confirmation about my request for a refund. I was woken at 7am by multiple telephone calls from my tour operator asking why I wasn't at the pickup location. I explained the entire situation AGAIN. I finally got confirmation that I could have HALF of my payment back (they rejected my full refund request stating it was my fault I didn't accept their compromise offer of paying double the cost???). I have now been messaging 3 different numbers for 3 days of my holiday just trying to get my money back for a trip I never got to take through no fault of my own. Not only did I miss out on this trip because of terrible customer service but ever since this ordeal I have received no support and everyone has been really dismissive and blaming me for this issue when I went out of my way to prevent any miscommunication. Viator will likely provide a genetic response to this comment but I assure you this situation isn't being sorted and I have been told "there's nothing more than can be done". Awful, feel robbed. I booked 2 trips with GetYourGuide and they have been great so I recommend them for this same trip. Thanks for reading.
Viator 1 star review on 10th March 2024
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Posted 2 weeks ago
Viator is rated 2.5 based on 858 reviews