"It ain't necessarily so The things that you're liable To read in the Bible, It ain't necessarily so" (George Gershwin) "I can't get up out of bed With this crazy feeling in my head Get up; get your man a bottle of red wine" (Eric Clapton) A 1.2 rating over 800 reviews? Well, it ain't necessarily so in my personal experience, because Viator sure exceeded a 1.2 with their San Francisco Super Saver: Muir Woods & Wine Country Tour. Our pickup at the San Francisco Hilton was pretty much on schedule, and by the time we made our last pickup, we had a crew of 26. Our driver/tour guide Glenda led us to a one-hour visit to Muir Woods National Monument, a lunch stop at Sonoma Plaza, three tasting experiences at Napa & Sonoma wineries, and a Golden Gate Bridge scenic photo stop. The bus was comfortable, but we were disapointed to see the charging outlet did not work. It was a long day with quite a drive to the multiple destinations. IMPROVEMENT OPPORTUNITIES Timing of the various stops can be improved with more time at Muir Woods and letting the passengers know that having a US National Park Pass will save you from paying the admission fee you will otherwise have to. We could have used more time at Sonoma Plaza. Mayo Winery was the best, and we could have used more time there. We could have used less time at the Ru Vango and ESPECIALLY Jacuzzi Wineries. The GG Bridge stop was fine. We experienced none of the customer service issues so many Yelpers wrote about. It would have been nice for the tour to have arranged a group photo of us somewhere. PRO TIP We saw references to the tour as operated by Viator AND Extranomical Tours, and that was confusing. We found out that Viator is basically a clearinghouse that sells tours for multiple tour companies including Extranomical. Viator doesn't operate the tours, they just sell them. read more

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I am writing to express my extreme dissatisfaction with my recent experience booking an Orlando tour through Viator. After initially resolving a booking error, I received a confirmation email explicitly stating that hotel pickup was included. However, shortly before my scheduled trip, I was informed by both a representative named Vanessa and a subsequent agent, Susan, that hotel pickup is not actually provided for my hotel. When I inquired about the discrepancy in my confirmation, I was told only a manager named Jason at the Greyline Tour Operator could address it. Naturally, he was not at work. My experience with Viator's customer service was profoundly frustrating. I spoke with at least ten different agents, each providing conflicting information and empty promises of discounts. When I requested to speak with a supervisor, an agent named Mohammed placed me on hold indefinitely and insisted on handling the issue himself despite my clear request to speak with management multiple times. He eventually promised that a manager named Hazem would call me within ten minutes, but I never received that call. Upon calling back, I was forced to repeat the entire verification process with yet another agent, Cres, who also refused to escalate my request. Why do they need to verify my issue when they have all the information?! It appears that Viator's management is entirely inaccessible to customers seeking to rectify the company's own mistakes. I cannot recommend this organization to anyone. Viator consistently misrepresents the services provided, fails to honor their own confirmations, and operates with a level of incompetence and disregard for customer service that is unacceptable. I strongly advise others to avoid this company and save their money by booking tours directly with reputable operators. read more

My wife and I recently booked a $250 per person trip from Seattle to Mt. Rainer. Our "tour guide" Mo, was a nice enough guy but sucked as a tour guide. He was in a hurry. Did not say much. we paid a premium and expected more than a drive around the park. never again! read more

I booked a boat tour through Expedia to celebrate my wedding anniversary, and when we arrived, there was no reservation at all. Our names were not on the list, and we were simply told that the tour was already full. The employee who assisted us didn't even try to help. She made no effort to contact the company, look for a solution, or show any concern for the situation. Instead, she was rude, dismissive, and completely unprofessional. What is even more disappointing is the terrible customer service this company provides. When customers face a problem caused by your business, the least they should expect is respect, assistance, and a genuine effort to resolve the issue. We received none of that. We were treated as if our problem did not matter at all. This experience completely ruined our day and negatively affected our trip. We had been looking forward to this experience for a long time as part of our wedding anniversary celebration, and it was heartbreaking to have it ruined because of poor organization and a complete lack of customer care. I also spent money on transportation to get there, only to be turned away without any solution or apology. This level of incompetence and disregard for customers is unacceptable. I do not recommend this company to anyone. Their lack of professionalism, disorganized booking process, horrible customer service, and careless treatment of customers made this one of the worst experiences I have had while traveling. Customers deserve much better than being ignored, dismissed, and left to deal with the consequences of a company's mistakes. read more

They sold us tickets for a sunset cruise of NY that did not exist. It was for very special occasion. Do not use this company, they lie and have now wasted our entire trip read more

Scheduled a Rome by Night Golf Cart tour-the operator of tour was Luxurbe-DO NOT book with Luxurbe-the golf cart was old-3 wheels-broken seat belts-driver's English could not be understood much of the time-we complained to Viator-were told it was an English speaking tour so we had no recourse-we saw beautiful 4 wheel golf carts all over Rome-Viator should not be contracting with Luxurbe- read more

Booked an Alcatraz tour through this company. What a mistake! They give you a voucher then the ticket booth prints out your ticket. Viator issued tickets that were outdated by a month. When I called customer service they had no explanation for the date issue and said the tickets were gone. I had to buy standby tickets. What a scam! Do not use this company. read more

Valencia Evening Cruise with Dinner and Drinks Valencian Community, Spain Caution!!! The cruise was IMPOSSIBLE to find; we MISSED it!!! We took Uber to the given address, then searched for over 1.5 hours, asked several locals (in Spanish), looked for signs or boats or a crowd - nothing. Now they refuse to refund our money. read more

Same as everyone else. Do not use them. They are deceptive crooks. Just go to operators themselves and save yourself some money.

Viator is a scam company. They take your credit card and use it without approval. I booked a jeep with them in 2025. Next year while in Aruba they charged me again and I have tried multiple ways to reach them to have it credited. They push you around around no one helps. They just say sorry I can't help you. I have been working on this since March. Trust me don't use them. They are horrible and scam. Better business department is also involved Please trust this review read more

We booked a Rome Vatican tour through Viator. All over the website it says that reservations are refundable up to 24 hours prior to event. We cancelled *** 20 days*** before event due to our trip being cancelled. Viator refused to give us refund for $240 or even give us a credit. They suck. DO NOT BOOK WITH THEM. If I could give them a 0 stars I would. Rep on the phone was completely unhelpful saying that it was the tour company's fault... yet, I purchased through Viator. Rep stonewalled me and would not get a supervisor or help in any other way. read more

I should have checked Yelp first before booking through Viator. We booked tickets to go to Alcatraz island since the direct ones were already sold out. Even at double the price we thought it would be worth it to be able to get on the tour. The day before the tour we get an email that the tour was overbooked and our tickets were being refunded. Now it's too late to get tickets from even more expensive tour companies, so we are missing out on an Alcatraz trip which was one of the main things we wanted to do with our time in San Francisco. read more

Viator booked my reservation for the tram in Palm Springs and would not give me a boarding time. Consequently I had to wait 3 hours to take the tram. Never use viator. read more

I would not recommend Viator. After using them for several tours in Europe, I honestly don't see the benefit. You can often buy tickets directly or arrange tours locally without having Viator as a middleman. We had parts of experiences removed after booking and other problems with the operators. For me, Viator is basically a third-party shopping cart that adds very little value. Not worth it. I will book directly in the future. read more

Viator customer service is abysmal. They are non-responsive and when they finally do so their replies are meaningless. Makes me wonder if their customer service is simply a very badly trained bot. Truly a shame as the offer some very good tours. And to make it worse they are owned by Trip Advisor who clearly has no idea how to operate Viator. Then again maybe it is all intentional as Trip Advisor won't let you leave a review of Advisor. Perhaps that says it all. read more

Booked a tour of the Louvre. Our tour guide was 1/2 hr late showing up and we were informed that because my husband had a walker we couldn't participate in the tour. The guide assured us we would get a refund. The guide never apologized for his lateness. We were denied a refund and when disputed viator used the bad review I left to dispute our request for a refund. Viator insinuated I lied. I have used Viator for many trips in the past but never again. I would advise using Tours By Locals if you are looking to book a guided tour. Our two tours with Tours By Locals were excellent. read more

Currently disputing a double charge. VIATOR not responsive; will have to go to my credit card company on Monday.

do not book with Viator they are a scam. after you purchase it changes your date and staff will not help you. They are extremely rude

Viator gives no help when issues arise, blame operator and take no accountability Use other travel platforms like GetYourGuide! The tickets provided by Viator list an address that many would naturally assume is the meeting point, but this is incorrect. The only way to find the actual location is by searching through the tour listing online, which is far from intuitive. Viator refuses to take any responsibility for this confusion and shifts all blame onto the tour operator. This lack of accountability is extremely frustrating as a customer. If Viator wants to position themselves as a reliable booking platform, they need to ensure accurate and clear information is provided on their tickets and communications. Their current system leaves travelers confused and unsupported, which is unacceptable for a company of their size. While the tour itself was amazing and highly recommended, Viator's poor handling of essential information seriously undermines the experience. They need to fix this issue immediately to prevent other travelers from facing the same avoidable frustration. Once again, use other travel platforms. read more

Viator is awful! They don't communicate and give accurate information regarding their activities! They don't differentiate between a start time and a pickup time. Use another company! read more

I rarely write reviews, but I feel obligated to warn others before they make the same mistake I did. I booked Antelope Canyon / Horseshoe Bend tour over the phone, after clearly stating that I would be staying in Sedona and would need pickup from my hotel there. The representative confirmed all my information and processed my payment and I assumed everything was in order. Only later did I receive an email from the tour director saying they don't pick up in Sedona at all, only from Las Vegas. That's right: despite having my hotel address, they booked me on a tour in an entirely DIFFERENT state. When I called back, they admitted the error but refused to correct it without charging me even EVEN MORE MONEY for a "private tour." That was presented as a "favor," but make no mistake, they were asking me to pay extra to fix their mistake. Each person I spoke to gave me a different story and a different price, all while pretending to "help." One offered a 10% discount (still higher than the original price), another quoted something completely different, and a third acted like my friend until I mentioned I'd already been offered a discount. only then did he suddenly "discover" he could apply one too. It was manipulative, inconsistent, and frankly insulting. To make matters worse, they don't use a secure online booking platform. You're expected to enter your credit card number over the phone to a stranger, which is an enormous red flag . Anyone considering this company should think twice about giving out sensitive information this way. In the end, the booking was canceled, but not before wasting my time, tying up money, and leaving me scrambling to find an alternative tour. Take my experience as a cautionary tale. what looks legitimate on the surface is riddled with shady practices underneath. Between the bait-and-switch pricing, disorganization, and lack of accountability, I strongly advise looking elsewhere. There are plenty of reputable tour operators in Arizona and Nevada, this one is not one of them. read more

My experience was unsatisfactory. I incurred a loss of $190, and there has been a lack of accountability from the organization regarding the tour guide who never arrived! read more

Completely disappointed. A few days before my trip to Rome, this company canceled my Colosseum tickets without providing any explanation, even though I had purchased them almost a month in advance. Because of this last-minute cancellation, I now have to search for alternative tickets and pay a much higher price. This situation caused unnecessary stress and completely ruined my experience with this company. I would not recommend booking with them. read more

I wish I had checked Yelp first on this one. They are a horrible, unreliable tour operator. I made the massive mistake of booking two tours with them in Buenos Aires and they are the WORSE! They are extremely unreliable and have the absolute least responsive customer service ever. They just want your money and do not care about delivering anything. Definitely avoid at all costs. read more

Everything needs to improve. I have multiple tours booked with them on an upcoming trip. I had to change my credit card because my bank issued a new card with a new number since I made the reservations. There's absolutely nowhere online or in the app to change your credit card. When you call their Customer "Service" you can only speak to someone in an overseas call Center and they are absolutely useless as far as helping you although they keep telling you they're going to help you, they never do. I canceled all my tours and booked them with another company (probably the exact same tours) I suspect this is Viator's loss & my gain. Stay away and avoid all the stress. read more

I booked a boat ride at 4:10 PM for a 5:00 PM departure, less than an hour before the activity. When I arrived at the dock, I was directed to the wrong boat and ended up boarding the ferry instead. It was an unfortunate mistake, but I contacted Viator immediately to explain what had happened. Unfortunately, Viator was unable to offer me another boat ride or provide a refund. Since then, I have called multiple times and have repeatedly been told that my case would be escalated. However, I have never received the promised follow-up email or phone call. What has been most disappointing is not just the outcome, but the lack of communication and customer support after the incident. Based on my experience, I cannot recommend booking through Viator. read more

Would leave zero stars if I could. I was booking a tour under a tour operator's site and somehow Viator has hijacked the process and unbeknownst to me the payment page went to Viator with an additional $110 charge. I called them and they would not let me cancel and the tour company said it has been an ongoing issue. Viator has unethical practices. Watch out for this sneaky insert into your booking read more

On the day tour from Zurich that included Interlaken,I wish they had shown us better scenery than the street with stores and luxury hotels.

I will never book with Viator again. My husband booked a tour in Sicily which we showed up to 30 minutes early. The tour guide never showed. We called him several times and he didn't answer. We called Viator to let them know what was happening. They called him directly as well and there was no response. We weren't refunded, given an apology or any type of resolution. We weren't refunded, given nothing but a runaround and pathetic excuses. See less read more

I would strongly recommend avoiding Viator and booking directly with the tour operator whenever possible. Viator acts as a middleman and relies on local vendors to fulfill bookings. We booked a very hard-to-get tour for five people a week in advance, only to have the local vendor cancel our reservation just two hours before the scheduled start time on the day of the tour. This completely disrupted our travel plans, and with such short notice there were no comparable alternatives available. While trying to salvage our itinerary, we rushed to make another booking but accidentally selected the wrong date. We contacted Viator immediately--within minutes--to explain the mistake and request a cancellation. Despite the booking being made in error and our immediate outreach, they refused to help or issue a refund. What makes this especially frustrating is the imbalance in how customers and vendors are treated. Vendors can overbook or cancel on customers at the last minute with seemingly no consequence, leaving travelers scrambling. Meanwhile, if a customer makes an honest mistake and requests an immediate cancellation, there is virtually no flexibility or protection. The entire experience left us feeling that Viator prioritizes protecting vendors over supporting customers. When you're spending thousands of dollars on tours during a vacation, you expect some level of customer advocacy when things go wrong. Unfortunately, that was not our experience. Based on this experience, I cannot recommend Viator. Booking directly with the tour operator gives you a more direct line of communication and may provide better support if unexpected issues arise. read more

The listings are misleading & cost us 2 hour delay and an extra $200. They told us nothing could be done.

My cousin Christina booked a group tour with Viator while we were visiting Italy, I was not feeling well. Christina called to simply inquire on the cancellation policy. Just incase I couldn't make the tour and needed to return home. The tour guide (Davide Vianello-info@vianellodavide.com. +39 02 87147 603) started assuming we were ready to cancel and started cursing Christina. He then insisted I go to the hospital to get an excuse. I went to get Luigi (the bartender) to come explain to the guy in Italian that we did not want to cancel. We were simply checking our options. Mr. Vianello then began to curse the hotel employee. Luigi looked at me and said "this is not a good guy". He even told Luigi he would not do business with that hotel again. Luigi explained to him that we were not cancelling, just wanted to see our options. Mr. Vianello then let Luigi and Christina know that he did not want me on his boat. Christina then explained they still did not want to cancel. I may be the one person to cancel. He insisted that we needed to cancel everything now and get the refund. In fact, he told Luigi and Christina she had 20 minutes to cancel so he could call to get the refund. We hung up with the agreement she would cancel within 20 minutes and get a full refund. At this point he wasn't letting any of us on his boat. Not even the others. Like Christina said we have multiple witnesses including the hotel employee that knows we were pushed to cancel promptly and promised a refund. The whole group did not have to cancel. I returned home and was seen at my cardiologist the following day. Mr. Vianello convinced the whole group to cancel and promised a refund because one person (me) wast feeling well. I feel he knew what he was doing when he convinced us to cancel. I do not feel he ever intended on rrefunding us. He just didn't want us on his boat. That is unacceptable. Thank you! read more

strongly advise others to avoid booking with Jet Ski Boys and through Viator for this excursion. When we realized we would not have transportation in time to make the activity, we immediately called Jet Ski Boys customer service. Because of a language barrier, our hotel concierge helped us communicate the situation. Instead of showing any understanding or attempting to help, the representative was incredibly rude, told us "too bad," and then hung up on us. What was most disappointing was the complete lack of customer service and professionalism. Emergencies and transportation issues can happen when traveling, and a reputable company should at least treat customers with basic courtesy and respect. We received neither. To make matters worse, Viator refused to provide any refund or credit, despite the circumstances and the unacceptable treatment we experienced from the tour operator. There are many excursion companies that value their customers and understand the importance of good service. Unfortunately, this was not one of them. Between the rude behavior, unwillingness to help, and refusal to work toward any reasonable resolution, this was one of the worst customer service experiences we have encountered while traveling. read more

Very hit and miss on the tours they offer. The descriptions aren't often accurate. Their customer service is terrible with random people from foreign call centers. You have to fight for your rights. They're owned by trip advisor so it's same company. They have a marketing scam where they want you to believe they offer the best, lowest prices. The problem Is nine times out of ten , it's not true. If you contact their tour operators, you'll find cheaper prices. They will price match if you contact them within 48 hours but then why not book directly with the operator and cancel the middleman. Recently having more bad than good experiences with them so moving away from Using them read more

Terrible communication. We booked a tour for six people that was scheduled to leave at 2 PM. At 11 AM of the day of the tour, I decided to call the tour operator, Michigan Shuttle Service, to find out where to park. To my surprise they told me the tour had been cancelled due to not enough people signing up! I immediately called Viator who confirmed the cancellation. But Viator never contacted me until 1 PM that day! So if I hadn't called earlier I wouldn't have known the tour was cancelled until an hour before it was set to start. We probably would have been on our way! So why did it take Viator so long to contact me if they knew much earlier? They apologized and I got a full refund, but that certainly doesn't make up for their lack of timely communication. read more

At one time, I thought Viator was top notch-great w/communication. No more. No responses to questions & no contact number. Poor service. Probably going to have to cancel an excursion due to concerns. read more

Buyer Beware! We booked an experience for the evening in Costa Rica in Quepos at the Night Safari Mangrove tour and dinner. We arrived at the correct address at the time listed in our booking and no one from the tour company was there. After speaking with a Viator rep, we learned we should have arrived at 6pm. We did not receive a refund even though we felt Viator and the tour operator were at fault for providing misinformation. read more

No customer service. Three days in a row, none of the tour guides showed up. No recourse with Viator. They simply want paid.

The company will not issue a refund if you cancel 24 hours prior to departure as they advertise. YES, the advertisement is false. They will not issue a full refund if they cancel your tour due to weather either. This company is the same as Get Your Guide, Viator, includes Reykjavík Excursions, Flybus, Icelandic Mountain Guides, Dive.is, Activity Iceland, Gray Line Iceland, and Icelandia. Avoid all if possible. There are ARCTIC tours for ADVENTURES in Iceland from a company whose name is two words that start with the same letter that is honest and customer service oriented. You have been warned. read more

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I booked the Niagara Falls Canadian Side Tour and Maid of the Mist Boat Ride, got sick and couldn't go. I called them, saw a doctor and got a record of it. They charged me (a lot) anyway. Have you ever gotten sick on a fun trip from overeating or drinking? Or maybe just the excitement? A new place, new food and water, then suddenly you're having bad stomach upsets and can't even leave your hotel room. It happens, maybe a lot. But when it does, Viator won't refund your tour cost. They wanted proof of "hospitalization." Severe stomach problems don't require hospitalization, but constant access to a bathroom is a must. On an all day tour you simply don't have that. So why insist that I should have gone? This was an awful experience. Viator told me to see their "rules." But on the page where I booked this tour, it says "FREE CANCELLATION." This company operates out of greed and a complete lack of customer care. Don't use them. Book directly with local tour companies or find someone else. read more

Viator - Tour description. - Travel Services Near Me - San Francisco, California