Viator

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.

Viator accepted a booking and took my money for a tour which did not even exist. The operator was on vacation and had no tours scheduled for the next 1.5 months. We wasted time booking and traveling to the meet up point only to find that there was no tour, finally getting notification by e-mail from a surprised operator. Although Viator coordinated the refund, they made NO apology or even tried to compensate for my son's disappointment and our wasted vacation time. Clearly, this was Viator's screw-up. Poorly run operation with little sensitivity to the end customer.

We booked a private tour at the British museum. Tour guide was to meet us inside. The line was very long and it took us 20 min to get in. We arrived inside 15 minutes late. We had no contact info for the guide. I emailed the tour operator at the time of our tour to tell them we were there and in line. The guide left after 10 minutes without contacting us! So we had no guide! We were never told that the guide would leave at 10 min after time of tour. This was a private tour. We were holding no one up! Will not use this company ever again. Things happen to make you late and the fact that we had to meet her inside and the lines were so long is ridiculous. Avoid this company!

Terrible. We had used Viator many times in the past and had been pleased because all had gone well. However, we booked a tour in Cancun and I did not receive an email from the local tour operator regarding g pick up time. The Viator tickets said 0900 and the tour bus showed up at 0800. The company said they sent the email, I never received it, and so we missed the tour. Viator refused to refund, their reps were rude and said no further consideration would be given. After using this company for all my tours, I will never use them again.

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.

The biggest scam there is. Falsely advertise discounts that they refuse to honor even when they directly email them to you and you can send them back as proof. They are horrible to deal with customer service wise since they shipped it all overseas and will literally just tell you no, you cannot talk to a manager, they do not even care about customer experience or service in any regard.

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!

This company has been made aware of premium coaches/tours breaking employment laws and their own disciplinary guidelines. So I'd be surprised if they have still been using these lawbreakers, that deny workers rights, even according to their own rules! Just saying

Refused refund because of 24 hour policy but when I first requested my money they would not reply to anything so by the time they answered it was into the deadline they know what there doing keeping your money avoid this disgraceful company

I must share a cautionary tale about my recent nightmare with Viator. Booking a rafting trip through their platform turned into a disaster, worsened by their refusal to issue a refund. It's crucial to warn fellow travelers and spare them from a similar ordeal.

Despite following the address clearly stated in their "meeting point" confirmation email, we arrived only to find no organizers present. We were left stranded, wasting five hours on a scorching hot day. Shockingly, Viator blamed us for going to the wrong address, despite their own provided information.

Beware of Viator's poor customer support and their unwillingness to take responsibility. Refunds should be a given, yet they denied ours and shifted the blame. Spare yourself the frustration; explore other booking options and avoid Viator's lack of accountability.

Never book anything on Viator that says No Cancellation. Even if your scheduled event is days, even weeks, after. They will downright reject any requests or reasons with zero sympathy. Never using them ever again, despite being a loyal customer for many years. I wish they close down for good.

Hello!

Bangkok $80 tour. Then suddenly cancelled & money returned. Ok so far. So I email "Why did you cancel?"

Answer FOUR EMAILS LATER requesting clarification.

"After internal review.flagged inappropriate transaction.cannot say anything more."

So I just said in four separate emails."just tell me as your valued customer.does this in any way involve me or is it directed toward something else.supposedly the tour operator?"

They refuse to exonerate me.making me feel I did something wrong.or I'm potentially under some sort of clandestine investigation here in Bangkok. THEY are the ones being in appropriate.
Ms B

My friend & I are travelling in Cambodia & booked an event (dinner & a show) through Viator. The cost was $US66, paid through credit card. On the day, we arrived to find the venue closed. We contacted the small Cambodian business who were very distressed by our experience. This show has not been offered SINCE COVID (4 years) and requests by the owner for Viator to stop selling tickets have been ignored. Disgraceful corporate conduct impacting a local tourist industry still recovering

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.

Do not use viator. Book directly with the business. THey will book you incorrectly, not refund your money, and then expect small businesses to pay for their mistake. Garbage website trying to profit off other peoples work.

I had booked an excursion, in Mexico, The operator invented extra costs, was rude, and didn't wait the allotted time period (5 minutes) for me to make my appointment, which was already very early at 4:25 am (as opposed to 05:00 am, as advertised). To top it off, they made no effort to offer me a future tour, or anything else

We had booked a trip in Barcelona but the van they sent had a step up that was too difficult for my wife to navigate due to her hip issues. It would have been good if there was a step up that she could have used but none was available on this vehicle. As a result we had to cancel. While Viator first gave a favorable reply, they turned down our request for a refund. We will never do business with them again and will recommend against using them to any of our friends who might be considering such. As I told them, they clearly value Euros over customers.

August 14,2023 - scheduled for a Hop On Hop Off bus tour to view various sites that we are able to see. We arrive to hundreds (No joke!) waiting in line with only 2 buses boarding. The line of people wraps around the Square. Many people stated they had been waiting over an hour in near 100 degree heat. It is obvious too many tickets sold and not enough buses. Do they care - absolutely not! All they care about is bottom line dollar. Refused to issue refund in spite of horrible conditions. Viator is not concerned at all about customers.

I booked a personalized tour in Costa RIca for an 8:00-10:00am. The local tour guide failed to show. I texted, I called, and finally Viator customer service told me they couldn't contact the company either so I would get a refund. Two weeks later, Viator reversed the refund!

My daughter got sick a day before our planned tour. I called to let them know. They text me they will refund my money. Then they took the full amount. I tried to fight it, but in their policy you cannot cancel even if someone is sick. I will never go through trip advisor again.

I find most tours booked via Viator were bad experiences & cost more. I would choose GetYourGuide.com, much better experience, fantastic local travel experts who often with college degrees in history, and cost less. Viator's local tour operators are usually not professional tour guides, they are just running businesses to make money, they read from a corporate binder, they have no knowledge of history, Viator tour guides gave me blank faces when I asked questions about history and local culture, and Viator tours cost more. Go with GetYourGuide!

We were supposed to go on a tour to Auschwitz starting 10:00 am. Late in the evening the night before our booking, we received an email informing us that the pick up time is moved to 07:00 am, at a new location across town. Impossible for us to manage, ruined our trip.

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.