Viator Reviews

If I could give zero stars I would. My wife purchased a ticket for the VIP experience at Universal Studios Hollywood for our trip in June. I went to purchase the same tour and time however when I got to the payment page to confirm the booking the site came up with an error and wouldn't allow me to make payment and when I went back on to try again the tour time which I had selected had gone.

My wife's booking had gone through without a problem. I contacted Viator initially through live chat and was on for an hour only to be told that nothing could be done as the 'all sales were final'. I explained that I only wanted for my wife to be rebooked on another tour time so that I could purchase a ticket for the same time and said that the site had crashed when I got to the payment page and that tour time she selected was available at that time but not when I went back on and there was no point us having two separate tour times but I was told there was nothing they could do.

I then telephoned to speak with someone but yet again Viator staff hide behind policies with absolutely no flexibility even though £350 had just been paid for the ticket. I was told that it would be escalated to the dept who deals with tickets and my wife would hear back via email as she had booked the ticket but I got the impression this was simply to fob me off.

When she did hear back it was tough luck basically, nothing they could do and yet again it was repeating the policy. I made another call to them next day and after speaking with someone who initially I thought was going to resolve the matter, it turned out he didn't really understand what I was trying to do and in the end it was simply a repeat of their policy of no refunds (not that I was actually after a refund).

I asked to be put through to escalations only to be told that there wasn't such a department so someone was telling lies. There was no willingness to sort this issue out, no empathy for the problem and it was just getting fobbed off and quoting policy. The customer service in this company is an utter disgrace and I would not be buying from them again.

All well and good if you never need to contact them but seriously beware that they will not deal with your issue and will show no flexibility to their conditions. All sales are final is a complete con and something I'd expect from a dodgy ticket seller but not a supposed legitimate company. The distance selling regulations clearly don't apply to them.

Fortunately I did in the end manage to find another company (Attraction Tickets) who had the same time slot available. Be warned and expect nothing if you ever are in the unfortunate position of contacting them after purchase and make sure you read the fine print.

Viator refused to refund our money after cancelling our tour. I booked tickets Dec 2022 for Frida Kahlo Museum through trip advisors. Viator is the main company and the tour operator was Frida Tours 2022.

They send you confirmation of the purchase but not the tickets. I wrote to the tour operator via text on Facebook...the only way I could figure out how to contact them. We had a few conversations because I wanted to know how and when they would send the tickets and they kept giving me very vague answers.

Then they told me that if I wasn't comfortable with their practice I could cancel. When I told them I didn't want to cancel they went ahead and cancelled me anyway and told me I would get a refund. I went ahead and booked new tickets from viator through a different operator and they sent the tickets to us within days.

About 4 days before the tour, the original booking that I thought was cancelled sent me the tickets. So I ended up paying for both tickets that I did not need. PayPal refused to refund my money even though I sent them the screen shot of our text conversation and all the documentation.

Unfortunately for some tours viator is the only choice. Just book with a credit card instead of PayPal if you need to get your money back for any reason when dealing with these guys.

After repeated attempts to have my money refunded due to Viator not showing up for my Tour in Rome , Viator still refuses to make things right. They have my $500+ , and I only received a partial tour, due to them failing to show.

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.

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."

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.

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!

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!!!