Viator
reviews and complaints

After reading through numerous reviews of Viator, I have noticed a pattern of mixed experiences among customers. While some have praised the reliability and professionalism of the service, others have faced significant challenges such as tour cancellations, poor customer service, and issues with refunds. It seems that Viator's quality may vary depending on the specific tour operator involved. If you decide to book with Viator, I recommend proceeding with caution and thoroughly researching the specific tour and operator to ensure a positive experience.

I recently booked a private, four-hour tour for two people with Viator. While the guide was pleasant, he knew little and took us to too few places. He did not know what was open or closed, he sent us off on walks by ourselves while he smoked at cafes. This is not what I expect for an over $400 tour. I would like my money back.

Crammed like sardines!
Love the tours, the drivers / guides are knowledgeable, friendly only one negative, they pack the small tours and if you happen to seat in the back it's very uncomfortable when four people are crammed together, you would expect small tours at least comfort, not so if you unluckily happen to be seated in the back. So we will finish these last set of tours but never again. Remember you are stuck uncomfortable for 10 or 11 hours!

We were in Nice for a pre-Viking trip, August 21st, 2022. We did not book the bus trip to Monoco because we wanted a smaller group to sight see with. We dressed up to go to the Casino and dinner. When the tour guide arrived he had already picked up the other tour guests... a husband, wife and CHILD - all casually dressed.
Who wants to pay for an evening like this and share it with someone else's child? Totally not what we wanted for this once in a lifetime experience. Viator should know better for an evening tour. Eve though the tour guide was friendly and well informed, it did not make up for ruining the evening by putting a child on a "grown up" tour. This tour should be ADULTS ONLY. (we love children but not on a special night out in Monte Carlo.

VerUsually I check Viator for booking excursions as they have a good reputation.
Viator should revaluate Carmel Car & Limousine Service in Memphis, Tenn. As we were not happy with a VERY long wait for pick-up from that company because of their confusion and mix-up with their drivers. (We had verified the day before our trip

Nice Experience with NSG TAXI. I recommended to all my colleagues for NSG TAXI Services drivers is good his customer care was helpful.

A must do experience, i had a nice experience with this tour, Zachary was very nice and knowledgeable about Egypt culture. The places are great and the cruise is nice.

Love this site! I booked all of our sightseeing tours around London and England on this site after reading reviews. Printed off the tickets for the tours on line and we're set!

We have used Viator to book tours in 8 cities from Anchorage to Paris. Best selection, highest rated tours and excellent customer service. Prices are fair, too. Can't go wrong with Viator

We booked a night time street food tour for our first night in Bangkok. This was a night time tour just for my wife and myself. This was booked just a few days before we left home, and everything was perfect. Our guide and tuk tuk driver were waiting outside the hotel right on time. We visited various street food vendors, looked around temples, and had a great meal at the end. It was definitely as good if not better than we expected. I see lots of people have given viator a poor rating, perhaps this depends on the location. Other people in our holiday group also used viator and had no problems. All our trips that we booked while in Thailand were very well organised, the people there can't do enough for you. I can only give a good recommendation based on my happy experience using them.

Highly disappointing. Will never book with viator again. My boyfriend got sick the night of our big bus tour in *** scheduled for the 8th, he was not over the stomach bug until the 10th. I called customer service waited 40 minutes on hold to speak with a supervisor and representative had "accidentally" connected me to ***. The original representative refused to reschedule our tour or refund my $130. Total unprofessionalism this company needs to be revoked of its accreditation they are not customer friendly by any means. My representatives name was ***, these representatives need to be proactive and assist customers not intentionally directing calls to the wrong state maybe more training is needed, along with a refund or the ability to rebook a tour. I saw plenty of big top tour busses for the duration of our stay and they were not full by any means. Terrible business.

I went on-line weeks ago and booked multiple tours through ***. We leave next week and two (2) out of four (4) tours have been cancelled by ***. In both cases I am sent a nice email that begins like this:"Hi***, As you requested, we canceled your booking for the ..."Never is it acknowledged that THEY cancelled the booking without consultation AND without alternatives. Professionally worded but makes it look like they are helping us when in fact, they are backing-out of the commitment. At this point, unlike others I have read about, we are not loosing money; however, buyer beware. If you are trying to PLAN a vacation with prepaid and/or prebooked events, *** is NOT the company to use. They look great on their website but if keep cancelling our prebooked events. At this rate, we will get to our destination and have a nice hotel room (not booked through ***) and *** TO DO but spend our vacation time booking last minute, higher priced tours and events. Not impressed with ***. I gave them 2 stars just hoping not to jinx the other two (2) prebooked events scheduled!

I booked a private tour with friends in Ireland to travel from *** to *** in ***. We paid almost $1000 for this tour which was to include 4 stops and 2 pass bys - we only got to 2 stops. The driver was a "fill-in" last minute, and while nice, was definitively not the guide we expected. He informed us that we had a 9:30 a.m. appointment at a castle, but when we arrived at the castle, the staff had no idea we were coming! We got to ***, but the driver had no idea where to drop us off or how long we were to stay there in order to get to the other itinerary items. We never did see 4 of the 6 items listed on the itinerary. We reached out to the tour operator who did give us a 20% discount only after insisting we give a decent review. He told us that Viator collects a good portion of the money for these tours, so we reached out to Viator to ask for an additional refund, but they declined - am not even sure they even considered this. While *** in *** is awesome, the communication with the tour operator and Viator was awful - we should have been informed upfront of the the stops on the itinerary that were not opened (due to Covid) and other arrangements made. The tour operator should have confirmed the appointment at the castle - was embarrassing to show up and not be expected! Viator has been of no help with this situation. I would advise other Viator customers to be careful especially when spending this much money. I am not asking for a full refund - although a reputable company might offer this. However, an additional partial refund is not unreasonable.

Viator does honor their price match guarantee. Glass bottom boat cruise in Waikiki offers $6 discount for seniors and Viator issued refund. It is nice to see a company that honors its promise.

Just Return from my tour, Tour guide was pleasant enough, but tour in general

was awful. Accommodation's were terrible. You are on a bus for 6 hours and then they stop in McDonalds to eat. Another day stop at a convivence store at 10 in the morning and are told to buy our lunch for that day and breakfast for

the next day. Awful Awful. Yes, did travel far, did not realize when bkg I would

be on the bus for that many hours, but do believe they were trying to push

everything in because he was finishing the tour a day earlier. Imagine going to a place like Jackson Hole and you are only permitted to stay their 45 minutes. A little ridiculous. We were in Yellowstone till 830 at nite then

stop in town west Yellowstone and are only permitted to eat dinner for an hour never got to see the town. Tour was awful and very disappointing.

I should have known better because I use them in Spain and it was not a good tour. in Spain I did not receive what I had paid for. my tour which was suppose to be 3 hours was less then an hour.

I had a terrible experience with Viator. The guide for my tour never showed up so the agency sent a substitute, apparently just taken from Grab (same as Uber) who had no tour guide experience. He drove like a madman, fussing with his phone looking for music while ripping down the expressway at 140km/hr in the rain (so unsafe). He had nothing to contribute to the places we visited, and he skipped about half of the destinations. I complained to Viator and they said “after review we have declined your request for a refund.” There was no “review.” They are all about sucking money from customers with no backup or “customer service.”

My advice: Find the tour you like on Trip Advisor (same company). You’ll see the name of the tour operator …which is hidden on Viator. Then google that operator and book direct, skipping Viator. The operator will be happy to not pay Viator’s large commission, and you’ll have recourse if anything goes wrong.

BTW The summary “review breakdown” on this page is tone-deaf. It is all praise for Viator, when the reviews are actually scathingly negative.

This was a really bad experience, like really bad. I wouldn't recommend Viator to anyone. My friend and I bought a tour package, but the tour we got was totally different from what we were promised. We ended up going to the same place twice in two days, which was a total waste of time and ruined our last days in Israel. We were the only ones in the group of nine who had this problem. Viator didn't even bother to let us know about any changes to our itinerary. If we had known what the actual itinerary was, we would never have bought it. We even went out of our way to visit a place the day before the tour, only to find out that the tour group was going there the next day. It was a complete waste of time and money.

When we realized that we were on a different tour from what we paid for, we told our tour guide, but he couldn't do anything to help us. He referred us to Viator, who offered us a measly 10% discount after a lot of arguing and wasted time. They didn't even acknowledge their mistake or try to make it right. What kind of company doesn't offer a full refund when they mess up like this? Their customer service was terrible, unhelpful, and rude. I will never use Viator again and I strongly advise you not to either. You can't trust their itineraries and you definitely can't trust their integrity when they make a mistake. This company ruined our trip and we can never get that time back.

I recently had an experience with Viator that left me feeling frustrated and disappointed. I had booked a tour but needed to reschedule it due to unforeseen circumstances. Unfortunately, I accidentally cancelled the tour instead of rescheduling it. I immediately contacted the tour provider who was very understanding and supportive of my situation. They informed me that they could refund my booking so that I could reschedule for a later date. However, they also advised me to contact Viator as they were the ones who could make the necessary changes to my booking.

I reached out to Viator and was pleased to receive a prompt response. They assured me that they would contact the tour provider and wait for their response. I assumed that everything was being taken care of and that I would be able to reschedule my tour soon. However, the next morning I received an email from Viator stating that they regretted to inform me that a refund was not possible. I was confused and frustrated as I had been told by the tour provider that they were willing to refund my booking.

Upon further investigation, I discovered that Viator charges an average of 27% more on trips than if you were to book directly with the agency. This lack of transparency and flexibility is concerning, especially when mistakes happen. Additionally, the use of patronizing words in their email, such as "we regret" and "unfortunately," did not help the situation.

My advice to customers would be to try and book directly with the agency. This way, you can get better prices, more flexibility for mistakes, and you know that your money is going to the right place. As for Viator, I would suggest that they work on being more transparent and flexible with their customers. It's important to remember that mistakes happen, and it's how a company handles those mistakes that can make all the difference.

I had a real bad experience with Viator a few years back when they messed up the date of my Vatican tour on my one and only day in Rome. I was so bummed out that I thought I would never give them another chance. But, I decided to give them another shot for my upcoming trip to Australia. I was excited to see all the options they had for tours and activities. I picked three tours that I thought would be perfect and booked them through Viator. I got confirmations for all three tours.

But, then things took a turn for the worse. About six hours later, after 9 p.m., I got three emails from the Viator "Trust & Safety Team" saying my tours had all been canceled due to "inconsistencies" in the bookings. I was so confused and upset. I immediately contacted Viator and after being put on hold for what felt like forever, the representative finally came back on the line. But, all she would say was that she wasn't allowed to give me any information and that I would be getting an email explaining everything. I was so frustrated.

When I finally got the email, it said the exact same thing as the other emails. My tours were canceled. Sorry for the inconvenience. I couldn't believe it. I told the representative that these transactions were not fraudulent and were booked with a valid credit card. But, Viator refused to correct their error. I was so disappointed that I had to rebook all the activities through a different travel service.

I understand that Viator wants to be proactive with regard to fraudulent activity, but they need to provide an explanation as to why tours were canceled and then correct their mistake when they receive confirmation that the transactions were legitimate. It's just not right.

I really wanted to give Viator another chance, but after two strikes, I just can't trust them to book my once-in-a-lifetime vacation experiences. It's a real shame because they have so many great options for tours and activities. But, I just can't risk it again.

I recently booked a tour with Viator for Spirit Island in Jasper, Alberta, Canada. The ticket I received stated that Entry/Admission to Spirit Island was included in the package. However, when I arrived at Maligne Lake, the tour guide informed me that the cruise to Spirit Island was not included in my booking. This was quite disappointing as I had already paid for the tour and was expecting to visit the island.

I called Viator's customer care to inquire about this issue, but unfortunately, they were not very helpful. They simply told me to purchase the cruise ticket directly at the venue. When I mentioned that my ticket clearly stated that Entry/Admission to Spirit Island was included, they did not seem to care and repeated the same line about purchasing the ticket at the venue.

I feel like Viator cheated me by including false information in the What's included section of my ticket. It's a scam and I wish I had read the reviews before booking with them. Their website may show attractive prices and mention things in the description, but in reality, they do not deliver what they promise.

I urge people to be aware of this and stay away from Viator. They may print things on the tickets, but in reality, you will not get what you paid for. It's a waste of money and can ruin your mood for the rest of the day. Please be cautious and avoid Viator.

Do not trust Viator!

They will not do anything at all to help you if you get ripped off by one of their tout listings, they will not even respond to you.

We booked several excursions for our family vacation in France through Viator, and when we had customer service issues and were not provided the services as described, Viator did absolutely nothing about it. Did not ever reply to us!

We spent over $1,500 for a Private, Guided tour of three castles in the Loire Valley.

The listing says specifically "Professional Guide" The reviews all talk about how knowledgeable the guide was, and how much information he had for them. For our trip there was no guide at all. I asked the drive if he would tell us about the valley and the castles before we arrived, and he said "I am not a guide, I am only a driver" He said he did not know where the guide was who usually rides with him!? So we drove for 2 1/2 hours to the castles in Silence!

We told Viator this is false advertising. The listing says specifically Professional Guide. We were not given the one main element of the trip we paid for.

Viator and the tour company did not even respond to us. We emailed, called and reviewed the company, no response at all. Viator completely let us down.

We also booked a Private Van to shuttle us from the airport to our hotel. They ended up leaving us standing in the airport for 90 minutes waiting. Every single other person on the plane had been picked up by the dozens of shuttle drivers waiting at the airport. We were the last group of people by far. So, it could not have been the traffic.

We called the company multiple times while we were waiting at the airport. They had forgotten about us. They sent a taxi instead, and he said he could not fit us. He said to us "I will be right back" Then literally walked out of the airport and just left. So, we had to call again and ask where is our private van we paid for?! So, we had to sit and wait and after 6 or 7 phone calls and 90 minutes later a van finally came. Isn't that a great way to start your vacation, after a 10 hour flight? You try to book reliable transportation for your family and end up with a headache trying to get to your hotel.

We ask for a partial refund. No response from the company and Nothing at all from Viator.

Viator will not help you if you have any issues with their listings. Even blatantly false advertising, they do not care and will not advocate on your behalf. The tour companies listing their services on Viator are their customers whom they make money from, not you.

Do not trust Viator!

I recently had a truly terrible experience with Viator, and I feel compelled to share my frustration and disappointment. I booked an Excursion through their website for a group of friends and myself but unfortunately, due to unexpected food poisoning some of the members of my party were able to attend. I immediately contacted Viator to inform them about the situation and request a refund for the unused tickets and also notified the crew when they arrived to let know that three members were sick and could not attend.

To my dismay, Viator not only failed to issue the refund promptly but also demonstrated a complete lack of empathy and professionalism throughout the entire process. Instead of taking responsibility for their own policies and handling the matter directly, they deferred to the policies of the local tour operator which i may add does not make provision for illness - (these disclosures were just provided to me a few minutes ago when I called to follow up on the status of my refund). This agent was apparently supposed to address my refund request, but their involvement only added further confusion and frustration to an already unpleasant situation. I booked directly through Viator who should be the one processing or advocating for my refund.

It felt as if nobody cared about our predicament or was willing to take ownership of the issue. The lack
of transparency and accountability from Viator was truly appalling.

Not only did Viator fail to fulfill their obligation to refund us for the unused excursion tickets, but their customer service was nothing short of a nightmare. It became abundantly clear that they were more interested in passing the buck than providing any sort of resolution or assistance to their customers.

As a result of this experience, I strongly caution anyone considering using Viator for their travel bookings. Their unreliable refund policy and lack of customer service are indicative of a company that prioritizes profit over the well-being and satisfaction of its customers. It is deeply disappointing to witness such a blatant disregard for consumer rights and basic decency.

In conclusion, my family and I were left out of pocket and utterly frustrated with Viator's handling of our refund request. We will never consider using their services again and strongly advise others to seek alternative travel booking platforms that prioritize customer satisfaction and maintain a fair and reliable refund policy.

Thanks for booking on Viator
Your booking is confirmed! You may access your ticket below. Check it for more details about your activity.
Paid & Confirmed
Private & Customize Tour to Bob Marley's Nine Mile and Dunn's River Falls
09:00
Private & Customize Tour to Bob Marley's Nine Mile and Dunn's River Falls
Wed, Jun 28,2023 | 09:00
See ticket for location details
11 Adults, 4 Youths

Get ticket BR***961
My booking reference

We reserved a tour of Stonehenge, Windsor Castle and Bath well before our trip. I have used Viator for years and was shocked at how badly this tour was handled. Our trip, as well as those of at least 5 others on our tour, was cancelled without our knowledge. We showed up and were denied access to the tour.

Confirmation number: [protected]

Booking reference number: [protected]

Saturday, October 07, 2023 at 08:00 AM

2 Seniors

I have spent close to 2 hours online tonight trying to book a viator trip. Athens cruise, 3 islands including Agistri. Despite speaking to Janet x2 and Jacqueline, and being sent numerous different links, every attempt of 10+ failed.

Amex are insistent the problem is because Viator should be utilising SafeKey for Amex. Without that function turned on, the payments fail.

I was trying to use Amex to utilise the promotional Amex/Viator offer, of £30 returned to the Amex card of a spend of £150+. After 2 exhausting hours, I gave up and made the payment by Mastercard.

The service, whilst Janet/Jacqueline, could not be faulted is clearly a failure by Viator.

I expect a response and explanation.

I just recently booked and completed 8 tours with Viator within a two week period while touring in Italy and Greece. In 3 cases I had to cancel and rebook a tour due to a schedule change. In each case the Viator rewards were deducted but NOT reissued upon my re-booking. In other cases, rewards were never issued. The Viator Rewards program does not appear to work in a reliable fashion and is grossly misleading - with customers being shorted or not earning promised / advertised Viator Rewards.

In total, I spent $2,024.66 on 8 Viator tours and I only received $10.55 in Viator Rewards. I will now look at other options when I book my tours.

I will add to the horrible Viator experience. I booked a 3 day tour in iceland (including 2 nights lodging), received multiple confirmations, arrived in Iceland, planning to be picked up the next morning by the tour operator, only to fine out, in the late afternoon,, that the operator decided they were cancelling the tour. I had to, at the last minute, make additional trip and accommodation plans for 2 nights and 3 days. While Viator refunded the cancelled trip cost, In addition to the horrible inconvenience and stress, it cost me an extra $852 over and above the refunded amount to book something like what was original planned - but basically 2 days of touring instead of the 3 original booked.

I provided Viator all the information they requested and they do not respond at all. Booking through them was a horrible experience.

We recently booked a tour from Naples to Pompeii and Mt Vesuvius tour, with a pick up in Naples (Monday 25th September).

Having planned our stay in Naples around visiting these two attractions, it was extremely disappointing to find that, the Vesuvius visit was cancelled "mid tour", apparently due to impassable routes as a result of the weather on the Saturday.

It was annoying and embarrassing to be told that the second part of the day couldnt take place and to be given options to return to Naples or, visit a different attraction.

Surely, if there was a problem, this should have been flagged in advance and a full refund offered ?

Also, other tour companies were still taking bookings for Mt Vesuvius ?

Strangely, of the group that met travelled from Naples, myself and my wife were the only two people who had booked the Pompeii/ Mt Vesuvius tour and it felt very much like it was too much trouble, rather than there being a "real problem".

My wife and I are scheduled to take a cruise to FIJI in November 2023 and wanted to make the day special. We saw a tour on MSN that showed a very nice tour for $47.00 pp. I went to book the tour on Viator (site that the price shown on MSN). Upon contacting Viator, their site showed the price for the tour as being $101.53. I contacted their customer service and after waiting for one (1) hour, I hung up and recalled. Spokesperson indicated the price as being $101.53 and had no reason for the conflicting prices (MSN, Viator). I asked for a response and was told that the price quoted by Viator representative was the correct price for the tour. I chose to hang up. Viator chose not to adjust the tour price and declined to give a statement. What's going on?

Monday, August 14, 2023 6:00 pm

We were informed prior to the tour that the following day was a holiday so the tour restaurants visited would be reduced to 3. They assured us that we would be fed additional food and given enough wine to make up for the one restaurant not visited and would not go home hungry. We agreed to this.

We were not fed additional food or wine and left our tour hungry. At the first tour stop we were provided with one carafe of water. Any additional water we had to pay for.

There was little variety in the food we were given. Mostly charcuterie, cheese, and bread, (Two small slices per person) One place served octopus, which was a welcome change.

We took this tour on a recommendation from someone who had previously been on it. Her experience was quite different than ours.

The only highlight was our tour guide who was knowledgeable and very nice.

Good evening,

Please will you look into removing this product from your activities, the operator is a fraud and is advertising the same product as if he owns it.

The tram costs USD 50 and he is advertising 75USD

The original Bamba Tram owners are listed properly with good reviews on Viator.

This needs to be addressed immidiately.

Best Regards

Matt

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I was unable to contact the local provider to confirm the pickup or pickup location while in Venice.

Between 1600 and 1815 UCT on 6/24/23 customer (myself, Michelle Mulcahy) attempted to confirm the pickup for a morning water taxi from hotel to VCE airport in Italy. During this time - I worked with the hotel front desk staff, my phone mobile Viator app, Viator chat feature via Whatsapp and with a live Viator helpdesk agent [protected]) to try to confirm pickup for this paid-in-advance service.

The Viator helpdesk agent, the hotel staff and I all called the phone number for the local provider that was provided:

Quicktransfer

+[protected]

There was no answer and I am informed that this is a cellular phone number.

The Viator system did not have a pickup address for me and my party other than

"Venice,Venice, Metropolitan City of Venice, Italy" as listed on the ticket.

I told the helpdesk agent and the chatline agent that we were located at the Hotel Aquarius at Campo San Giacomo dell'Orio 1624 and that the pickup point would be at the adjacent canal behind the San Giacomo dell'Orio Church.

I am requesting a full refund of the $361.92 that I prepaid for this service. The helpdesk agent and I were (both frustrated!) with the nature of the canal-side pickup as the addressing in Venice is difficult. Neither she, myself or the hotel staff were able to reach the local provider. These efforts consumed a solid two hours of time for me and I ended up booking a confirmed transfer with the hotel for the 0900 UCT pickup on Sunday 6/25/23.

I am very disappointed that after spending 2 hours trying to confirm a pickup for this transfer that the Viator community insisted that this is a late cancellation for refund. The service was not confirmed - the service was not provided and the local provider was not reachable. I was unable to confirm the pickup. Unacceptable and terribly frustrating. Please initiate a full refund of $361.92.

I also find it very unprofessional. The local provider needs to be available for confirmation. They were not. The WhatsApp chat agent was informal, provided no recourse and then deleted the entire conversation. I received an email from Viator asking "please rate your experience for the transfer" and a second email stating "cancel no refund". The refund is warranted because Viator did not resolve the situation with contacting the local provider to confirm the booking or pickup location.

Michelle Mulcahy

I would like to lodge a formal complaint and request a refund for a tour I booked through Viator.

My complaint concerns a booking I made for the Ayutthaya Temples and River Cruise from Bangkok. Please find the link to the tour here:https://www.tripadvisor.com/AttractionProductReview-g293916-d11449481-Thailand_s_Ayutthaya_Temples_and_River_Cruise_from_Bangkok-Bangkok.html.

The booking was made for three people on Saturday 03 June for Sunday 04 June 2023. I am happy to send you the booking ID and payment receipt, if needed. The total cost was $226,44.

My complaint lies with the fact that Viator accepted my payment for the tour but never sent the confirmation email, which led to a complicated discussion with the tour operator “Tour East”, who provided us with wrong and conflicting information and resulted in our failure to take part in the tour.

Indeed, having not received the booking confirmation from Viator for over 6 hours after making the payment, I felt it was necessary to contact the tour operator to confirm whether the tour was taking place at all. Not only did Tour East not find our booking, they also explained that they would be unable to ensure the hotel pickup, even though we had paid for this service and the hotel was in Bangkok Old City, which is extremely central and near the grand palace- not too far from Bangkok as I was later told.

These email exchanges led to much confusion and emotional distress. Viator failed to communicate our reservation to the tour operator, even though the payment was accepted. Had Viator communicated this reservation correctly, this exchange would not have taken place and we would not have missed the tour.