ViatorReviews 212

The WORST avoid like the plague! Advertising low prices then doubles or triples in price at the checkout! Staff lie and are unhelpful and will fob you off when you have a problem. Do not use Viator!

I would not trust this company for tours. The tour was impossible to find and the website says to contact the tour guide but you're actually calling the company who does respond when you reach out. They will not help you at all. They could have responded and told me where they were so I could find. They just stole over $200 from me bc they denied me a refund and did not even try to rebook me on another tour.

Accidentally canceled a booking on a harbor cruise tour was told NO REFUND OR EXCHANGES. I REALLY WANTED TO GO BUT CANT PAY ANOTHER 100 DOLLARS.VERY UPSET

In June of 2022, I bought a FULL DAY tour of Toledo, Spain in English. The tour ended up being both in Spanish and English, with the guide speaking 70% in Spanish (I'm not fluent and had no idea what she was saying most of the time). We arrived in Toledo at 10 am and we stopped around 12:30, when the guide "gave us" 3 free hours to eat, shop, etc. At 3:30 pm, we left for the bus. Before boarding, we stopped for a minute or two at an old mosque. Essentially it was a 2.5 hr tour, mostly in Spanish. NOT WHAT I PAID FOR.
I contacted Viator and explained the situation. They refused to refund or credit me the $75 fee.
I will NEVER, EVER use Viator again. Their reluctance to back their client over $75 will cost them thousands over the next 15 years of traveling. Stupid business decision and the WORST customer service.
There are a myriad of other tour companies out there - do not support Viator, a Trip Advisor company.

I had a terrible experience with Viator. I booked a tour through them but was unable to locate the tour guide at the designated location. Despite my attempts to contact them, I was left stranded and ended up missing the tour entirely. When I reached out to Viator for a refund, they refused to provide one, leaving me extremely disappointed and out of pocket. As a frequent traveler who relies on tours to enhance my vacation experience, I cannot recommend Viator and will not be booking with them again in the future. Save yourself the frustration and choose a more reliable tour company.

We purchased tickets to the Paris Catacombs from Viator/Tripadvisor for entry at 11:00 am on April 18. After taking a cab from Eiffel Tower, we arrived only to find out that the "tickets" were not really tickets. Yes, these were the ones we printed and saved on our phone after clicking the link "Get Your Tickets". The staff at the Catacombs also tried to download our tickets to no avail. According to them, the operator, "Blankenship Franck", is a known "bad actor" (their words exactly). Even tho they were 100% sold out, they sold us new tickets for the 11:00 entry. Five stars for the Paris Catacombs, 0 stars for this booking on Tripadvisor. We have used Tripadvisor successfully for many years for travel all over the world. This is the 1st time we were ripped off. You cannot reach anyone if you have a ticket problem so Buyer beware. I will never use Tripadvisor again.

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 bought tickets for an Eiffel tour, and selected a date in the pop-up calendar, then chose the timeslot, checked everything, then purchased. The confirmation email gave us an address where to meet the guide to get our tickets: 225 Rue de l'Université, but they don't provide the tickets for the entrance (Shady right?) The company does not exist at that address, when you call their number, it goes straight to voicemail, no options of any kind. We were able to start up a text chat and they wrote: "meet at the lamppost" we replied: "which lamppost?" They sent us a photo of a nearby lamppost. No one was there. They then said you're booked on a different day. I am positive I chose the day I wanted, as I had punched it in a number of times and all the other tours were booked up and clearly stated that it was sold out. So I imagine no one gets the date they punch in. Also there was no one else waiting there for a tour, so they probably give out various locations too. Anyways, contacting Viator was just as useless as they stand by their shady operators. Clearly I'm now realizing it's not just me, it's happened to many.

Terrible Customer Service - Refusing Refund
Do not use this tour company. Plenty of others to choose from.
Refusing to Refund - Viator are very quick to cancel your booking to benefit from not having to purchase your ticket on the day. (€200).
Despite on the day having written confirmation Viator Tour Guide would wait (15 minutes) THEY DID NOT. Very unhelpful customer service. Copy and paste generic replies. We made every effort to make contact, searching in the queue(s).
Ended up having to buy new tickets on the day.
Do not use this tour company. Plenty of others to choose from.
Refusing to Refund - Viator are very quick to cancel your booking to benefit from not having to purchase your ticket on the day. (€200).
Despite on the day having written confirmation Viator Tour Guide would wait (15 minutes) THEY DID NOT. Very unhelpful customer service. Copy and paste generic replies. We made every effort to make contact, searching in the queue(s).
Ended up having to buy new tickets on the day.

Viator is scam, their goal is keeping your money without giving you a tour. I went through very painful experiences with Viator recently. We came all the way from Los Angeles to Auckland, NZ for a tour which booked on Viator website. But we lost this tour by all Viator's tour operators mistakes. I never judge Viator as scam, but I believe it after they refused refund my $432 tour money. Our tour started at 6:30am which was very clear on our tour tickets, but Viator's car threw us away before the tour started and counted us as no showing up, we were there 6:27am, 4 minutes before the tour time, but I didn't see any Cheeky KiWi car, I really doubt the car ever came to the place? I understand why the tour operators missed up my phone number? I believe they did this purposely, because I emailed the about my phone number correction, but they only called wrong number. Viator' website shows 24 hours customer support, but no body response my email but only email back asking me to pay them 668 NZ. I understand they didn't offer any customer support on their purpose too. Viator is so tricky talented. When they missed up Customers phone number, when they didn't respond customer's need, when they left before tour time( or never showed up), Viator counted their customers no showing up immediately. It's almost 100%chance they will get customer's full tour fee without providing entrance tickets and offering any service, what is fraud and scam! Of course, They will not give you refund because they planned this, they threw out their customers but keeping customers money 100%, stay away Viator who stolen your money without giving your tours, they never care about your time, your trip, your suffering, all they need is stealing your Whole tour money into Viator's pockets! Horrible, horrible!

I had a bad experience with Viator a few years ago when they messed up the date of my Vatican tour on my one and only day in Rome. Despite this, I decided to give them another shot for my upcoming trip to Australia. After reviewing the many options for tours and activities, I selected three tours and booked them through Viator. I received confirmations for all three tours.

Approximately six hours later (after 9 p.m.), I received three emails from the Viator "Trust & Safety Team" saying my tours had all been canceled due to "inconsistencies" in the bookings. I immediately contacted Viator and after putting me on a lengthy hold, the representative would only say she was not allowed to provide me any information and I would be receiving an explanatory email. This email said exactly what the other emails said. My tours were canceled. Sorry for the inconvenience.

I told the representative that these transactions were not fraudulent and were booked with a valid credit card. Viator refused to correct their error; as a result, I had to rebook all the activities through a different travel service.

It's one thing to be proactive with regard to fraudulent activity and another thing to provide no explanation as to why tours were canceled and then refuse to correct your mistake when you receive confirmation the transactions were legitimate.

It may be "three strikes and you're out" in baseball, but after two strikes with Viator, I will no longer trust them to book my once-in-a-lifetime vacation experiences.

This is the most unprofessional company I have even dealt with! I called this company on 2/28/23 prior to booking a tour/excursion in Puerto Rico to ask If my 1 year old was able to come with me. I was told by representatives that my child could in fact come with me but he just couldn't take part in the actual snorkeling side of the tour. I proceed to book this excursion 1 minutes after the phone call. Fast forward to 04/13/23 I arrive to said excursion at 7am after waking up at 4am and making a 3 hours drive only to be told that by Puerto Rico law babies under 3 could not be on boats. At that point I was taken off the boat with my child and was not able to take part in the excursion it is now 4/19/23 and I am still having to deal with this experience becuase this company is refusing to give me a refund because they can not "locate" the phone call where misinformation was given even though I called my mobile carrier and have the record of the phone call (which I sent to them) and somehow the call magically disappeared into thin air. This company is HORRIBLE be warned! I will never ever ever be doing business again with Viator or it's associates

SCAM! ETAFA!
Te roban el dinero, te venden un ticket a l torre effeil, el ticket no es válido. El número del guía nunca coge el teléfono. Engaño total, no caer es esta estafa. No te devuelven el dinero, te responden que no pueden y ya.
Muy mal servicio. Nunca me había pasado algo así. Haciéndole perder el tiempo, el dinero y la experiencia las personas.
Dan pena y vergüenza.

Service doesn't account for its partners. I had a very bas experience with obvious tour operator fail (driver didn't pick up me and some other people after the event). And i didn't get any refund for it, even partial. I liked to use viator but now i'm going to do only in extrardinary cases.

Cancelled 2 of our 3 Paris tours last minute and one after we had travelled across Paris $100 in Ubers they wouldn't cover. Zero accountability. I don't want a refund, I want my tour. Trip of a lifetime with my family wrecked by Viator.

Had multiple problems. They failed to send me electronic tickets, even though their e-mail said "your ticket is inside". The e-mail had no tickets! I had to call customer service to make them finally send it to me. (Madrid. Reigna Sofia museum). I got them when cancelation wasn't possible anymore. Then I put the wrong date by accident ( $216 private tour). All I asked is to move the tour by one day— they took my money but refused to help because it was less than 24 hour notice. I didn't ask for refund, just a minor change of date. I could pay some fee, but they were not flexible. You overpay and get subpar service or get nothing, if you make a mistake or your circumstances change.

I booked a tour of the Colosseum in Rome well in advance. With in 24 hours of the planned trip, I received an email stating the tour had been cancelled. They are unable to provide a reason as to why it was canceled. Needless to say our trip to Rome was based on seeing the colosseum. Find another booking site to book your tours to avoid this from happening to you.

We were running late for our Statue of Liberty and Ellis Island tour due to taking a wrong train. We were 10 min late. No one on the phone would help me. If they sent me the actual tickets or let me know how to contact the tour guide we would have caught up with them given the long line to go through security. But instead I had to buy additional tickets to board. They are refusing to give me a refund. Its great if you do not run into any problems but if you do forget about it. You just threw $120 away.

I booked a tour of the Vatican Museums through Viator. I followed the instructions for picking up the tickets, but the tour operator never showed up and did not reply to my messages.

I contacted Viator for a refund, but they refused, citing that their "investigation" showed the tour operator had done their due diligence, even though I provided screenshots of the messages I sent and the lack of any messages received.

Viator partners with bad-faith actors and they know this, but they will not take responsibility for it whatsoever.

DO NOT USE VIATOR, unless you want to completely waste your time and lose money for nothing.

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.