It is extremely upsetting that I never received a response to my email from Viator to check on the status of amending my reservation and just had to call Viator to follow up. The person I spoke with told me that Jannah (one of the reps) should not have told me that Kualoa Ranch in Hawaii could amend my reservation for today and should have told me it was non changeable. The amount of back and forth between Viator and Kualoa ranch today has been ridiculous and Viator seems to be the problem. We had an emergency come up to where we could not attend the tour this morning and wanted to reschedule to the following day. Apparently that has never been a request from any other customer since it was so difficult for me to get an answer. Just ridiculous. I will never be using your booking service again and nobody else should either. read more

Terrible experience with Viator. I booked three vans through them to pick up my client after an international flight. Only one car ever showed up, leaving half the group stranded. When we called, the driver was rude, yelled at us, and told my client to take an Uber. The dispatcher hung up on me and refused to listen. Viator backed up the operator instead of taking responsibility, even though the service I paid for was never provided. Shocking that they work with companies that have such bad reviews. My client had a long flight and ended up without the transportation we paid for. If you want reliability and accountability, do not book through Viator. read more

These folks are experts at ruining a family vacation. Tour operator was awful and Viator who should apply leverage did nothing. Useless company. They are owned by TripAdvisor. I will likely trash that app off my phone and never use them again. read more

Terrible customer service over WhatsApp from a non-English speaking, uneducated, moron on the other side. This company will change your ticket day and times with little regard about the customer's schedule. When you attempt to complain or get Viator to set things right, you hear from someone in India that cannot understand, nor can they do have any authority to change anything. If you have the opportunity, book direct...don't use this company. read more

I purchased tickets for 2 activities in Bar Harbor Maine. A total of $365.98 was charged to my PayPal account for the total amount. Neither Viator, nor TripAdvisor recognizes my transaction numbers, and basically won't talk to me......nice. I got one email confirmation for the $300 e-bike tour, but not one for a Ghost tour. I do have the transaction numbers through PayPal though. I have escalated this through PayPal and they are reviewing. Based on this experience, I would strongly advise you to make reservations elsewhere. Good luck to you. read more

Well, I spent over 300.00 for Oahu Circa ultimate island tour. It did not stop at two of the most highlighted spots. 1. Byoda Buddhist temple and 2. Pineapple dole factory. Sorry no refund weather not permitted. The same weather reports were out for over 24 hours. You need to cancel yourself. Beware read more

False advertising. And Viator refuses to hold responsibility for the false advertising they put the blame back on the provider.. So if you are thinking of booking through Viator as I did thinking that you are less likely to be scammed... its not true! They do not have protections in place to protect the consumer from scammers read more

STOP BEFORE YOU USE VIATOR!! Based on our experience at sea, they changed meeting places and their communications were lousy. In all three bookings we made through them, there was mayhem at the port, the guides were not clearly marked, and we had to call Viator no less than 8 times to get things straight. On our last booking, they changed our meeting time at the last minute (less than 24 hours), and being at sea, we did not get their email message. They refused to give us a refund. NOT WORTH THE SAVINGS IF YOU ARE TAKING A CRUISE AND RELYING ON THEM TO MAKE THINGS EASY. SPEND THE EXTRA MONEY AND USE SOMEONE WHO MAKES THINGS RIGHT! read more

I booked tickets to a museum for a specific time and built my day around it. When I arrived at the museum at the time my tickets were confirmed, as reflected on the app they made me download, the tickets were for hours later when I had already planned something else. They have refused to refund my fees, which were also much higher than the actual museum charged. I think the whole site is deceptive. The charge for everything through their site is more than the actual cost of the attractions they have listed. read more

If one star was an option they would get it. Buyer beware, tour guides will scam you and then Viator will refuse to give you a refund. Scummy business model. I was a devoted user for years but not any longer. read more

I'm adding to the long list of 1 start reviews. There customer service is horrible. They were not able to refund my money when their system makes an error. I had to work with my credit card company to get my money back. Beware! Viator doesn't care about the customer, only their booking fee. If they did care, they would claim this business on Yelp and response to people's comments. read more

Good afternoon everyone, Wanted to share our experience with Viator on our Kentucky Bourbon Trail weekend. Leading up to our weekend trip the tour group operator would not respond to any type of questions. "The Bourbon Spirit" tour company works as a 3 party for Viator. Days leading up to the event nothing was coming my way as it pertained to our tour; itinerary, times, drivers name, etc. We then asked for help from Viator to align this to ensure we did not waste the thousands of dollars getting there. They ensured me it would be just fine. While in route the phone number of tour operator was busy & continues to be so. I asked Viator to help again, they said be ready @7:15 AM the driver would be there. Well 9:15 rolled around and no driver. Contacted Viator in asking them what to do. They said you can be issued a refund after 7-9 days once the tour operator responded to the email they sent. Why email? The phone was busy for them as well. So in all this unfortunately ruined our trip. They said they would book us for the following day. Well we already lined things up because we leave and hoped to get some type of distillery tours on our drive home. Here's the kicker, they booked the next day prior to asking me, with the same tour operator. I would highly recommend to not book through Viator! Check all the feedbacks and you will agree. Hope whoever sees this does not have the same experience. read more

Have had terrible experiences with Viator, not the tour operators in Hawaii and Australia. Both times the information was unclear and missing significant directions resulting in tours almost being missed. Extremely stressful and Viator is the only company where I have had challenges when traveling extensively. They are owned by Trip Advisor which makes Viator look good when they are not. You are not able to reach them or put comments about Viator or Trip Advisor in writing which is unethical, fraudulent and ultimately a scam. read more

We booked a seaglass tour in Aruba and received confirmation of date, time and meeting place. At the last minute they tried to contact us to tell us that we were not at the correct meeting place and that they were leaving without us. They never told us the correct time or place and now they are refusing to refund our money. In total a very negative experience. read more

Our food tour in Nashville was canceled by Viator 2 days before we were set to take the tour. I went to find another one and it was $49 more, so I asked that Viator cover the difference for the inconvenience. They claimed it wasn't their fault so they wouldn't take any responsibility. I insisted that they are the ones representing these companies, so they absolutely should bear some responsibility, and I later learned by one of the tour providers that Viator keeps HALF of every booking, so at $342, they definitely had room to absorb the $49. BTW, I was talking to someone I could barely understand, which always makes things more aggravating! As if all of this aggravation wasn't enough, the tour itself was horrible. The first place we were supposed to stop at was closed, so we had to "pivot". Tour guide, Clark (@musicmanclark) should have done his research prior. We ended up stopping at 4 places, all with the tiniest portions I've ever seen. It was literally barely a mean between the 4 places: one small taco, a tiny donut, a little bit of bbq beef, a rib, a tiny corn fritter the size of a donut hole, and two tiny pieces of chocolate. Super chintzy! The best was when we stopped for our one tiny taco at a place and were given just 3 bottles of coke to share among 9 of us. Seriously?!? You guys can't even spring for a full bottle of coke per guest paying $114pp?! We probably got $25 worth of food (full retail cost) AT THE VERY MOST. Plus our tour guide was some real estate mogul /wannabe musician (or so he said) just "subbing in". He filled every single sentence with "and uh" to the point I started counting the "and uh's", which reached well over 100. He definitely was not suited for the job. read more

We booked and paid for a dive at Cathedral rock Tuesday for a Friday dive. I received email confirmation that the dive was a go then at 5:45pm Thursday I get a call from the dive club that I was on a wait list and that there were no more spots Very disappointed read more

Absolute unethical and lying company. I booked a private vehicle tour for 6 in Juneau Alaska. Driver never showed or responded to any form of communication to us AND also no response to the company rep I immediately contacted. I HAVE THE TRANSCRIPT OF THE TEXT CONVERSATION! I contested the charge and appealed to my Citi Visa. Whatever BS Viatour submitted , Citi bought it! No tour and $399 gone -WTH read more

Such bad customer service. Treated terrible by the driver extremely rude and demanding! Definitely would NOT recommend! read more

This company stole $370 from me after incorrectly documenting a trip I accidentally booked twice. They never showed the second trip on my account. Discover and was no help because I technically didn't meet the cancellation window. Ironically, there was no way for me to even see I had a second trip booked unless I carefully scrutinized the booking numbers my emails. I couldn't see the whole picture until I contested the charge. This company is a total farce. read more

I had a tour booked since SEPTEMBER and it's now December 19th. I noticed the tour was $60 bucks cheaper so I cancelled and rebooked. Hey, $60 is $60. Shortly after I noticed my tour was cancelled. I reached out and here is a picture of the "tour operators" messaged. I reached out to Viator support and they said that there is nothing they could do about it. I waited on hold for two hours before I finally just hung up. We leave for Sweden in a couple of days and I have 3 other excursions booked with Viator. I WILL never book with them again. Attrocuous customer service. RUN! read more

Viator contracts with Ancient Rome... Viator contracts with Ancient Rome Tours for the Coliseum tour in Rome and other sites. Ancient Rome Tours advise customers to wait at a location for self - guided Coliseum tours. They don't tell you to proceed to the Coliseum so you wait and wait and eventually your entry time slot passes and you are unable to gain entry. Viator and Ancient Rome Tours will not refund you. Do not do business with either company. read more

The Vatican and Sistine Chapel are beautiful! My complaint is that when selecting the package for my Wife and 5yo son I selected 2 adults and 1 Infant 0-5yo. When the price came back they charged me $89+ dollars for the infant 0-5. I did not know until we met with the tour group that children 0-5 were supposed to be free and to call Viator and ask for a refund. I called Viator and explained the situation and what steps I took to book the tour. Even after sending them proof of age for my son they still refused to refund or credit the funds after charging me $89+ for a child that was supposed to be free. We have enjoyed using Tripadvisor in the past and it is very unfortunate that we will have to use Expedia more often now. read more

They are just a place for scammers and maybe they are part of it, I had the worst experience with one of the companies, they offered us an excursion on Punta Cana, and they gave us totally diferent trip, they took us to doesn't places, they just cut the trip time to the third they treated us as animals, we were almost 12 people in the trip who complained , and what Viator did? They sent us that they asked the compnay and they answered that the 12 passengers are lying and they did everything as in the itinerary, so Viator just closed the case based on their answer !!!! Don't use this fake website read more

Viator - This of the great sinote they promises us - Travel Services Near Me - San Francisco, California

We booked and paid for tours through Viator well in advance and planned our entire trip around them. When we showed up, we found out the bookings were never actually confirmed or properly made on Viator's end. As a result, we were turned away and missed out on multiple tours we had been really excited about. This completely disrupted our trip and wasted time we can't get back. A booking platform should be reliable, and Viator failed at the most basic part of the service -- actually securing the experiences they sell. read more

recently had a disastrous experience with the Tijuana Day Trip Tour that I feel compelled to share. The meet-up was scheduled for 10:30 AM in front of McDonald's, so my husband and I arrived 30 minutes early, eager to start our adventure. Unfortunately, we ended up waiting an additional 30 minutes with no sign of anyone from the tour. After waiting for what felt like an eternity, I tried reaching out to the provided contact number through calls and texts, but to my dismay, there was no response. It was incredibly frustrating to feel abandoned and ignored. We were left wondering if we were at the right spot or if the tour was even happening at all. When I finally received a response, and to my disbelief, the excuse was that the person responsible for picking us up "didn't have phone signal." However, we later learned that five other people were able to join the tour. This lack of communication and organization is utterly unacceptable and felt like a complete waste of our time and money. In summary, I would strongly advise against booking this tour. The lack of professionalism and accountability left us feeling disappointed and frustrated. Save yourself the trouble and look for a more reliable option for your Tijuana adventure. read more

I booked two tours. Got zero rewards points after doing tours. They claimed I booked both through a third party website, thoroughly travel. Looking back it is definitely possible k booked one through them and it connected me to Viator, but definitely not the other. Also it doesn't say regarding rewards that if you click the link on another site and it takes you to Viator that you won't get rewards. They've lost me as a customer and I've booked so many tours with them in the past. read more

What was a simple mistake into a nice day was turned rancid by the insipid attitude of the staff from not only Wild Atlantic Ways but also Viator. I ignored the last minute venue change on May 11th (not wild atlantic) because my family loved the dancers and musician. But just 9 days later the response I received when I asked for the difference in tour prices. Even though my group left almost a hour before check in for a 30 minute drive we ended up stuck in severe traffic. It literally was so congested it took 9 minutes to get through 1 traffic light. We could not board the bus because we were waiting on 1 party member who was parking the car. Sadly the bus had to depart at 9am on the dot, but that was NOT the problem. That was understandable. We were told by the next bus driver we could catch the next bus a 9:30 and boy were we releaved even if we missed the ferry. What they did not inform us is that it was a completely seperate tour. So I asked about half way through I asked what was this tour called as I was sad to miss the ferry and carriage ride. After the tour which was pretty and had different adventures I simply wanted a refund on the tour price difference. It went down hill from there. The tour company never gave me evidence or a reason to reject the partial refund. Though I brought my evidence he viator helper gaslit me at ever chance. I even asked for a viator credit. But apparently they just book the tour companies and dont really care whether you get jipped or not. I cant say I am happy. This company is like going on a nice date and at the end they beat and rob you. I got robbed via large company shenanigans. I doubt this will deter anyone but if they can they will. What customer service not in this group only gaslighters and liars. They dont provide evidence and they are just plain rude. I wish the world is nicer because I match energy with energy. So when I get unhappy I get mad and when I get mad I get mean. Actually mean would be an understatement. If I had powers I would curse these people to stub their toe every single time they walked through a doorway anytime they walked outside and made sure there was always a pebble in their shoe. I would make sure that their toe also never healed just a constant pain until I felt better. I would once again like to reiterate that the trip I did manage to go on was gorgeous but the people are the problem read more

Viator are a bunch of bandits. I booked a snorkel cruise with them in Key West last month. WE showed up before the planned departure time but the boat had already left the dock. The Tour Operator (Key West Reef Snorkel) offered us another trip but we did not have any open time later that week. They could not process a refund since we paid through Viator. I've emailed Viator several times looking for my refund but they are not willing to do so. They are total sea pirates! Do not book an excursion with this crooked company. read more

Viator is an inept company. We showed up for anRome Colluseum tour and were told we could not do the tour because my oldest child was listed as a minor and my youngest as an adult. They blamed the mistake on me but I have no way of confirming it. There was never a confirmation email that would allow me to double check and correct a mistake. They sent me data showing that I entered birthdays correctly and so their computer should have caught the mistake. Anyway, we showed up and were demied the tour and were given no refund. We were out $300. That is very unproffessional. Don't book with this company. There is plenty of competition that I assume treats cuatomers better. read more

They are terrible. They never sent tickets for the event we booked . We called the day before the day of and after. They refused to give us our money back for tickets we never received. i would never use them. read more

I would not use them again. The day of the tour, it poured all day. They refused to refund or reschedule the tour. I lost my money for the tour. They would not do anything except tell me they would get back to me. Then I received an email that they would not refund or schedule another date. Waste of my money! read more

Viator uses a third-party company called CesarIne. Even though multiple emails confirm details within an assigned host at the assigned 5:30 PM, they did not have a reservation for us and they did not have a class at 5:30pm per our reservation. Address was wrong, we used the neighbors to find them. We booked an experience for positano but were sent to Praiano a bit far. We went there and did not have phone number. With lot of difficulties, we used neighbors to find Rocco, but we were turned away as they did not have our reservation and the had a full class at 4pm but not 5:30 per our reservation. We messaged the "host" Cesarine on Viator and they sent a message back with a number in Bologna which is no where near to us, and a different name of host. "Please contact your host directly " with a new name in Bologna far away. They have all wrong information. Disorganized. No direct communication between third party and host family where they sent us. Everything was wrong. We were very disappointed and wasted our time. We got nothing, no experience. Viator customer service is outsourced and not helpful. read more

Viator and VIP Ontario Tours Stay away from VIP Ontario tours and Viator. Both gave me incorrect information for departure times and location. Now weeks later I am still being blamed by both companies that my family and I arrived late to the meet area. I clearly proved that we were early to the address and location given to us but all VIP Ontario tours and Viator can say is that we were late and then threw us onto a different tour bus. I spent too much time calling both companies and chatting on WhatsApp in and around our tour and still left being felt that we were the problem and not responsible taken by either company. Ignorance to say the least. Do not waste your hard earned money on companies like this that we blame you for their mistakes. Find another tour app or company to enjoy you time in and around the Toronto city area. read more

Beware buyers. They will not refund your money if something goes wrong. We could not go on our sunset cruise due to very choppy waters and high winds. Even our hotel put up red flags and would not let swimmers in the water. I have tried to get a refund, and they refuse. Never ever use them, read more

Unnecessary middleman that adds no value to the process. I booked a dinner cruise in Paris, the mapping system took me to the wrong place, I notified Viator immediately asking for a reschedule. 2 days later they notify me that they would reschedule me as I was boarding a plane back to the USA. $644 wasted... read more

In Portugal, we didn't have administrative issues, but tour issues. The tour was HUGE! Lots of rush, rush with very little interesting information from the guide. I mentioned something after the first stop and he acted surprised. He showed us ridiculous areas of various towns that were packed without offering interesting info. Waste of time and money. Scenery was pretty tho. read more

DO NOT USE VIATOR. they are pirates. they claim to provide everything. they seem to leave out details. rather than give you a ticket you have to waste time and actually get the ticket in fussen. they make is sound like you sign up for a 9:15 tour, but noooo. you get a ticket with an assigned time. they told us 9:55 tour time but it was actually 10:55. we had to walk down from the castle entrance to the coffee shop and wait for our time. AND THE BIGGEST RIP OFF. they charged us 50 euros per ticket when the actual cost was only 21 euros. we looked at their 'service' for the castle in prague. AGAIN ANOTHER RIP OFF. over twice the charge of a ticket was the cost of their 'service'. no body there has an ounce of integrity and the city of fussen should not be letting pirates do business in their town. i have a picture of the ticket. and all the 'good' reviews they get must be written by their employees read more

After advertising my Tours on Viator I have to say what a poor company they are and what a bad experience this has turned out to be. Payment is due on the 7th of each month providing certain criteria is met. This was completed but no payment was forthcoming. This is in addition to them retaining 50% of the booking revenue generated. Upon contacting their support chat I am told, after the 5th time of asking, that there is no complaints department contact. No payment 1 month after the tour was given and have been told I have to wait for an email from the company. Unlawful and disgusting. read more

I ordered tickets and never received access to the tickets for a show. It was in Vegas for Michael Jackson The One for 3 tickets. Booking my tickets directly not from here ever again read more

I booked a reservation for Area 15. The first two events I booked the transaction was fine. The third attempt at book an even went very different. Originally, the app displayed a calendar where you can choose the date, time, and price of the event. The third time there was no calendar. I mistakenly assumed that the booking was for the current date as there was no information pertaining to these details. After completing the purchase, I noticed the date and time the system booked was for the day after I was to leave town. I attempted to change the date and time to one they could actually attend the event. Customer Service said little more than "all sales are final & nothing can be done. Thus dispute the fact that there was availability on the date where I could've attended. If this as there approach for a transaction that's less than $100,...then! read more