ViatorReviews 212

We booked this brunch cruise through Viator for a Saturday that started off with a pedestrian brunch that felt more like a Vegas buffet. Halfway through the meal we were still at the dock and noticed a group of workers huddled at the ramp going into the ship. There was some sort of malfunction with the ramp that the ship's crew announced would not detach from the ship, so the cruise portion of the experience would be canceled, followed by a flier that offered a rescheduled cruise. We are not from San Diego, so I contacted City Cruises the next week and requested a refund, they said that because the event was booked through Viator I would have to contact them for a refund, and so began the merry-go-round.
Viator said that I would have to call City Cruises to authorize a refund, which I did and was told that $99.00 was what they would return. I disagreed that the brunch was worth $170.00, let alone the disappointment not going for the cruise. I contacted Paypal and opened a dispute, which went nowhere, so I again contacted Viator to accept their offer and was rewarded with the runaround this company is so famous for. Multiple agents obviously reading from a script and even more ridiculous blather from "Supervisors" and we are still waiting over FOUR MONTHS for a refund! AVOID THIS COMPANY AT ALL COSTS. RATING THEM A "1" IS BEING OVERLY GENEROUS.

I booked a tour to visit the Alhambra in Granada weeks in advance. Forty-eight hours before the tour, I received a cancellation notice due to an error on their end, and I would receive a full refund. I pushed back, and they offered me a new tour, but they never verified the tour they provided. Overall, it was too late to alter our planned trip to Granada. We are unhappy and will not recommend Viator Tours in the future.

Booking Reference: *******876

Buyer be aware! This company is the worst. They messed up 2 of our tours in Europe had to fight them through our credit card company. They canceled our tour last minute made us miss another tour as a result. They did not have our back and would not help!

We booked a shore excursion in June. On Oct. 13th, 4 days before the excursion, we received an email which said our excursion was cancelled. We were given no explanation why and they offered us nothing but a refund (which they HAD to give us since they cancelled the excursion, not us). Because the cancellation was so close in time to the date of the excursion, we could not book a similar excursion with any other provider. STAY AWAY FROM THIS COMPANY. THEY DO NOT CARE ABOUT THEIR CUSTOMERS.

Recently due to an airline delay and no availability I couldn't travel to cappadocia. I had to cancel due to circumstances beyond my control and they wouldn't work with me and charged me the full amount. The hotel was very helpful and another tour I had but these thieves just didn't even help and had the nerves to email me that they hope to do business with me again. Shame on you. The worst company ever.

Do not book through this company. This company does not protect its customers, always taking the tour company's side. Even if the tour company failed to deliver the service, Viator will not refund your money. I booked a tour to Montserat Spain, operator did not reply to my questions regarding the place of meet up, resulting in my family not being able to attend the tour. I asked for Viator to review and refund the unreceived service, Viator failed to communicate with me, It is clear that they will just take your money and would not care if their ttour operator provided the service or not. I have been following up by email and no reply at all! No customer protection since the tour is prepaid. They don't care at all! Do not waste your money! They're so quick taking your money, but when problem arise, there's no one to reach out to

I booked a blue lagoon + northern light tour in Iceland. I chose a hotel pick up, but when I tried to choose the hotel in the reservation page, the drop-down for the hotel list showed ab error so I had no choice but to choose the hotel later.
I succeeded to set the pick up location afterwards via Viator app, the setting was confirmed and it's indicated in the booking details.
But on the day of the tour, they didn't show up at the pick up location. I called the tour operator directly, and they said there is no pick up location set. The setting did not go though from Viator to the tour operator. I waited for an hour in a freezing weather for a bus that is not coming. I recommend to reserve tours directly with tour operators.

Viator han no control over the many tour operators. If there is a problem you are responsible. They take no responsibility of failures of the tour operators. Viator is the profit taking middle man. You are purchasing a tour from another company that viator has no control or connection with. If there us a problem you will find out at the entrance and be stuck there. Remember the tour sites all have their website to purchase directly with them. Book there. You will be paying with the second hand party (viator) who then dumps you to a third party tour operator that refuses to answer the phone number provided. GO DIRECTLY TO THE VISIT SITE WEBSIT to purchase your ticket. You will save 66%. All Viator does is profit but not provide.

I would not recommend this company at all! Terrible company to book tours with!
They work with really dodgy service providers in the other countries (our tours were in Italy). Booked 3 activities through them - the first one didn't have signage, identifiers and met almost 750m away from the attraction which you had to walk to - making it difficult to go through a sea of people and try to stay with your group. In the end they ended up taking our money and not providing any services. Even viator would not actually do anything to assist us. The second tour booked was rescheduled on the day of last minute impacted our other planned activities for the day (original was to be at 1030 apparently the tour guide didn't show up that day) and they bumped the tour to 2pm. Then it was supposed to be a private tour (paid just under 300 CAD for that option) and was then yelled at by the operator that private tour was a group of 20 or less. Proceeding to be herded around like cows and then when asked to turn up the volume because the majority of the tour couldn't hear what was being said the tour rep said it's not my problem. 3rd tour booked (all 3 within 3 days) went well but to actually find where to meet was a bit of a nightmare. Altogether this company received more than $800.00 from us and barely provided 100.00 worth of services (if you even get any). I would never book with them again.

I booked this tour way ahead of arriving in Florence. The day before the tour they cancelled. I got a refund. But that tour was specifically booked due to our historical interest. Their reason… in demand tour. How unreliable for a company to do this the day before when we are already in Florence. Very Disappointed with this company. Won't use them again, will tell all my friends as well.

Booked tour and received confirmation directing us to meeting point address but operator had no record of us. Viator reviewed our refund request but claimed we went to the wrong operator.

We are in Spain on holiday. We booked a tour through Viator. The local tour company told us they had no confirmation from Viator when we arrived for the tour. We did have a confirmation from Viator. So when we contacted Viator, they had untrained staff incapable of resolving the issue. Already six hours, no tour, no admission of guilt by either company. Waste of an entire day. Total b.s.

This company is a total scam. They show their 100% guarantee knowing your booking stuff that is last minute only to tell you that because you book last minute you are not eligible for a refund. Had a cruise that was delayed and we were not able to make the tour booked and in turn we were not refunded. I would look elsewhere or make sure you book with your American Express so you can process a chargeback on their fraud.

I just witnessed a (Seattle) viator bus pass 4 cars stopped for a road construction vehicle in a no passing zone, on a dangerous blind corner, on a road with frequent logging truck activity... Just unbelievably stupid and unsafe.

I purchased a walking tour in York in the UK last year. The guide simply never showed up. I rated the tour as one star and asked for my money back. Viator would not do a refund so I canceled the transaction on my credit card as fraudulent. Viator will no longer book a tour with ANYONE with my family name. Amazingly vindictive company when I did nothing wrong. Now I book real tours though real local tour companies.

Went on the guided colosseum tour. It was a disaster. They message me the night before and say they've moved my 10am tour until 10:45am. Ok, no problem. Then they message again later that evening to say it's back to 10am. Then they messaged me at 9:10am the day of the tour and tell me it's now at 9:30 and I need to meet them in 5 minutes. I'm a 30 minute walk away so I ask for a refund. They refuse. We go back and forth several times and they say they'll put me in the 10am tour. Fine. I get there and the 10am is full. Now it's the 10:45 tour. The check-in is chaos. They've got people on the wrong tour times all over the place. Our tour was delayed further because they couldn't match the people there to the people on the list. Once we actually got going the tour guide was good and things were interesting but save yourself the hassle. Go with a different company. And it's not a 3 hour tour as they claim. It's 2. But the headset they give you so you can hear your guide was useful.

I scheduled a tour of the vatican months ago. Tour date is 5 days from now so i decided to go ahead and pay for it. As soon as i clicked on the button to pay it said your card is invalid so your reservation is canceled. No option to update my card or talk to anyone or anything. Called customer service they can do nothing.

I rarely take the time to write negative reviews, but my recent experience with this company has compelled me to share my frustrations. While life is full of complexities and unforeseen obstacles, it seems that this company has absolutely no tolerance for any of those nuances.I made a simple, honest mistake while booking tickets for an event. Despite recognizing the error almost immediately, their rigid system locked me out from making any corrections within an hour of the event time. To make matters worse, I had work commitments that made it impossible for me to attend the event at all.When I reached out for some form of resolution, I was met with an unyielding adherence to policy, with zero room for exceptions. Not only was I informed that I would need to forfeit the full ticket price, but I was also told that I would be charged a late fee for not attending the event, adding insult to injury.It's unfortunate that the company chooses to stick to their rules so blindly without considering unique circumstances that their customers might be facing. This lack of flexibility and basic human understanding has ensured that I won't be using their services again, and I strongly advise potential customers to think twice before committing to a company that doesn't seem to care about them.

I have booked a tour to Auschwitz through the Viator website for Saturday, September 9. I chose the tour starting at 8:10 am, with the option to be picked up at the hotel. Of course, everything was paid online (45 USD). The information that I received with the ticket, explained that I would be contacted during the afternoon of the day before the tour, to specify the details of the exact time I would be picked up at the hotel. They contacted me at 7 pm of the day before, to let me know that not only would they NOT pick me up at the hotel (I had to get to a place that is half an hour away from my hotel by car), but also that they were changing the departure time of the tour from 8:10 am to 12:15 pm, that is, 4 hours later than agreed. When I told them that I could not take the tour under those conditions, the only option they offered me was to take it the next day, which was impossible for me since I would no longer be in the city. When I asked them to reimburse me for what I had paid. They replied that I could send a refund request through the Viator portal. Nevertheless, when I went through portal I found the following message "for a full refund, cancel at least 24 hours in advance of the start time of the experience", that is, 7 hours before they contacte me to inform to me about the change in the program. This looks like a scam.

This tour has the worst service and will do zero efforts to help you with anything.

In comparison to ALL the other tours we booked (worldwide) this tour didn't share the tour guide information, a confirmation of the location and time before the tour starts, and if you're not sure how to reach to the meeting point than deal with it, no refunds, no attempt to help you find the group, no help to get to the next meeting point to catch up with the rest of the group and you can only dream on getting in touch with the tour guide.

Me and my wife were left stranded in Firenze alone, begging the support team to give us the tour guide phone number to send them a message where we can wait for the next meeting point to catch up with the group and we got a robotic response that he can't help us at all. We asked for the manager and of course they declined our request like the rest of them.

The email confirmation you'll get from booking the tour is your only help and if you're stuck or late by a few minutes you can kiss your money goodbye.

The worst touring experience I had in my life and the support feels more robotic that an AI.

Keep your distance, there are MUCH BETTER tours you can book. Don't get fooled like me and my wife did.