Viator Reviews

Viator does not follow through when the small businesses fail to provide services. I contracted for a hotel shuttle in Cancun in December. The company Coming2 never showed. I had to pay for rides to/from the airport at a significantly higher rate and was out that money as well. I asked for a refund and was flatly denied.

Disgrace of a company. take your money change the pick up and do not let you acknowledge that you now this. they did not pick me up and then did not answer the numerous calls I made. no refunds and then some BS when you finally get through to them to speak they think you are making a claim.

Booked a number of tours in and around a river cruise from Amsterdam to Budapest. Tickets were rejected by tour operators at two out of four attractions in Singapore. I have been denied refunds. The other two had no facility to contact the tour operator. With the help of the concierges at Furama City Hotel managed to eventually contact tour operator 15 minutes after the tour had started.

Do not use this company. It is far easier to use the free wi-fi at the attractions and download your tickets to your phone or use the bar codes in several of the tourist booklets which offer substantial discounts.

Regarding Viator Cesarina food tours in Italy, don't get sucked in to their rhetoric. I had multiple "reservations" or pending reservations subsequently cancelled for rather vague reasons or that they don't book that far in advance (why have a calendar that allows you to pick a date?). Then they try to offer a cooking lesson instead. What is sad is that Trip Advisor is the parent company. It sure poisons my opinion of Trip Advisor.

Viator is a 3rd party company and anyone booking with them will be confused, and lost in a mess of information.

You get no good info on the actual company you booked with. If you call their customer service, they are based in the Philippines. The staff knows nothing about anything.

The worst thing you can do in the travel industry is book through a 3rd party company like this crappy corporation.

The wise thing to do is, find an activity you see on Viator’s sight that you’re interested in, then go to the actual company’s website and book direct. Or at least, book through concierge at your hotel. Judge from all these bad reviews. Stay away from 3rd party apps like this junk.

Good selection and easy to search. Do note many of these tours are available on other sites which seem to give better pay later options. The main issue I have with this as a site is that having taken tours with them and now returned home, it has been impossible to get a tax or proper receipt for the tours we booked. I tried their online help, their customer service, seems now we have been, paid and completed our trips, the care factor has waned. Being told to refer to the booking is not providing a tax receipt. It is not even like there is a link to download the receipt from the booking."

i booked an airport car in Sydney and it never arrived. viator “pretended” to extend support but their intention was never to give a refund. they let me know that the driver exhausted the “free” wait time of 15 minutes and allegedly left. who gets out of an airport in 15 minutes?! no one even bothered to call and check. This service is obviously a scam. Zero stars.

Viator is not reliable and will not guarantee that your booking will always provide you with the services you want. Book directly through the service provider. Viator is a ticket seller and they make lots of errors.

I booked several tours with Viator and with this evenings interaction will not do any tours with them EVER. I had booked a tour that I was really looking forward to, and had some questions for the tour operator. I messaged them 17 days ago. Crickets. Messaged again, and again, and one last time. Still Nothing.

At that point, after quite a bit of searching, I found a phone number that I could call. I presented this issue to the customer service rep, who proceeded to get quite snippy. When they start doing the "ma'am" thing, you know the interaction is going south. She made it sound like I was demanding contact (well I kinda was since it had been 17 days), that I was accusing her (of what I'm still not sure), and that I was being quite unreasonable.

I was calm and pleasant and not at all angry - I just wanted to see if they could make contact with the operator. Eventually, all I could finally say was "wow." I cannot believe the animosity from this woman just for questioning whether they vetted their tour operators and could guarantee their legitimacy. When I called, I just wanted help contacting this operator and had good feelings about Viator. Now? I'm just angry. Never ever do business with Viator if this is the kind of "service" they provide. BAD NEWS.

No stars would be a better option.

Avoid this company. We were never picked up from our hotel for a Grand Canyon tour. After lots of phone calls and e mails we were told lots of different stories about what happened but apparently it was all our fault. We lost £538 and the experience of a lifetime. The customer service personnel are dreadful.

This company is a fraud. They are nothing but a middle man using the cheapest sub contractor they can to eek out their profit. When something goes south, good luck. BOOK WITH ANYONE OTHER THAN THEM AND SAVE THE DISAPPOINTMENT!

Unreliable Service. Will leave you stranded without transport contact phone numbers don’t work.

We booked two tours with Viator, one was great but on the second we were scammed by the tour operator and Viator refused to refund our payment. We supplied all the evidence and a full account of what happened but they refused to refund any of our money. If you read other reviews you will see similar stories where Viator refuse to refund tourists that have been scammed. This event put a complete downer on our last day in Rome. Save yourself the trouble and go elsewhere.

Truly the worst experience ever - a complete scam. We had to dispute charges for the (non-existent) tour through our credit card company. We’ve done tours with other guides and companies all over the world and never had a problem. AVOID AT ALL COSTS!

I would avoid Viator at all costs. We booked ground transportation between Rome's Fiumicino airport and the Civitavecchia cruise port several months ago. They failed to pick us up and the number we called was disconnected. We were billed for the service that they never showed up for and we were stuck having to find a taxi to take us on the 45 minute trip. To make matters worse they were supposed to pick us up from the cruise terminal and take us back to the airport and again they never showed up and we were billed for the service. We had to pay over 300 USD to take a private taxi back to the airport or miss our flight. I will NEVER use Viator again!!!

As everyone keeps saying, Viator could care less about your experience. Or if you were not able to take their tour because of THEIR FAULT!! They will not work with you and will cause you a disappointing trip.

I would say for sure book your trip when you get there, not ahead of time...as they do not fulfill their agreement and will not EVER refund even if it is their fault.

The tour company Viator should have informed customers the tour will only take you to Discover Center, not including the glacier ahead of time. There is very limited cell phone signal.

Our family of three booked the “Columbia Icefield Tour including the Glacier Skywalk from Calgary” from Viator.com. When we arrived at the pickup location Delta Downtown Hotel, tour guide Mark informed us that the tour includes Discovery Center but not the Glacier.

However, he offered no help on how to purchase additional ticket to the Glacier. When we were searching for the ticket to the Glacier on the road, he told us the cell phone signal would go out in few minutes.

My family were in a hurry to buy online but were unable to complete transaction before signal went out. When we arrived at the center, he asked us to buy Skywalk ticket only (the ticket was sold in either a combo of Glacier and Skywalk or Skywalk only) because we must return by 3 pm.

We were not happy but we listened to him. When we returned to parking lot at 3 pm, we found Mark was looking for a missing guest. The group were not able to leave the parking lot until 5 pm. So, we would have made it back to the group even if we had bought the 3 pm combo ticket.

In hindsight, Mark did not handle it well because he told us that he could skip other attractions such as Bow Lake and Peyto Lake, and directly go to Discovery Center as needed. He explained that the tour could get to the lakes as it returned on the same route. But he did not do so. If the group arrived in the center early, we would have enough time to complete both attractions.

That Mark offered no assistance in helping us to purchase the tickets either online or at the center is a shame. Also he waited until we were already on the road to inform us about cell phone signal being out was his fault because he knew buying ticket requires cell phone service.

The company Viator should have emphasized the tour takes guests to Discovery Center ONLY not the Glacier attraction because the title of “Glacier Skywalk” is misleading.

I canceled tour 5 days before payment due date. They charged me anyway.

They do not want to issue the refund. Theft company.

Viator has been a huge disappointment in Spain and Portugal. We booked 3 tours. There was miscommunication, grouchy guides, cancellations. Would not use again.

Viator does not have your back

I purchased 3 tickets through Viator 6 months ago for a helicopter trip provided by Blue Hawaiian. I was later informed I would need to pay an additional fee of $170 because of my weight. I requested the fee be waived, which blue Hawaiian agreed to.

On the day of the flight they demanded the fee anyways. I refused and they would not refund me. Viator claims they are there for the consumer, but they sided with Blue Hawaiian in the dispute, I do not believe they took my case seriously. As blue Hawaiian broke our agreement the day of the flight. Don't trust Viator to do the right thing.