DO NOT USE VIATOR. Absolutely awful. Use GetYourGuide for the same trip as they are much more reliable and have a decent customer service team.

I booked a day trip from Marrakech to Casablanca for my holiday. I knew my hotel was a distance from the center of Marrakech so I called the number on this advert to find out if pickup from my hotel was at all possible- I knew I wouldn't be able to make it into the center of Marrakech for this time in the morning.

The Viator man on the phone repeatedly assured me that pickup was possible from my hotel and I even joked with him saying I was surprised as it was so far out.

He took payment over the phone and my excursion was booked with pickup from my hotel.

The night before our excursion I still hadn't heard from anyone regarding our trip so I messaged them and at about 9pm they replied and they said my hotel was too far so I would have to meet them in the center of Marrakech. I politely explained that that wouldn't be possible and that I had informed someone of this issue previously before booking.

They said I could pay DOUBLE what I had already paid and be picked up from my hotel. I explained that that wasn't the arrangement and that was unfair considering I was given explicit information that I was able to be picked up from my hotel for no extra costs.

After a LOT of back and forth, messaging two different numbers and stressing on my holiday until about 11pm I finally got an email confirmation about my request for a refund.

I was woken at 7am by multiple telephone calls from my tour operator asking why I wasn't at the pickup location. I explained the entire situation AGAIN.

I finally got confirmation that I could have HALF of my payment back (they rejected my full refund request stating it was my fault I didn't accept their compromise offer of paying double the cost?).

I have now been messaging 3 different numbers for 3 days of my holiday just trying to get my money back for a trip I never got to take through no fault of my own. Not only did I miss out on this trip because of terrible customer service but ever since this ordeal I have received no support and everyone has been really dismissive and blaming me for this issue when I went out of my way to prevent any miscommunication.

Viator will likely provide a genetic response to this comment but I assure you this situation isn't being sorted and I have been told "there's nothing more than can be done". Awful, feel robbed. I booked 2 trips with other companies and they have been great so I recommend shopping around and not using this company. Thanks for reading

Ok we have used viator many of times and will NEVER EVER again! We booked shuttle from cancun airport to the ferry to isla holbox, we arrived to the airport and when we got out with our bags the people that hound you for a taxi said we where on the side and wrong terminal and was told we couldn't walk to the right terminal of course, they continued to say we HAD to take a taxi so I asked how much and he says $20 us. I said to go around the corner WOW! (A big Mexican scam)! So of course we have several suitcases and frustrated and just payed and went on... so coming back to the airport a week later, AGAIN they drop you off at the wrong terminal so ask the driver that the other driver dropped us off at the wrong one and told him the right terminal we need to be at, and he continues to the wrong one. We get out and immediately a taxi Boss comes and asks what airline and time of flight and continues to say oh no your going to miss your flight and are at the wrong terminal. So he says you need to be in terminal 4 and it's on the other side of the airport and we need to take a taxi asap. So I say of course we do, and he says $20, so my wife was in a panic and said let's just take the taxi, so we get in and the same guy stands at my door with his foot in the way and says you pay first so my wife pulls a $20 us out and he says no no its $40 I said absolutely not! We are only going around the corner and he says oh well u take my taxi for $40 or miss your flight. So I told my Wife to just take out a few $ ones out and told him that's all we have and he wanted to argue in Spanish and throw his hands up and says no no not enough $ and again I say that's all we have left. And finally he said just go. So I contacted Viator and told them how cancun airport is nothing but a $ scam and explained everything to them and said it's on them because I booked through them, and I also told Viator how they drop you off at the wrong terminal on purpose! And Viator says they need a receipt and I continue to tell them in Mexico airport and for taxi service they DON'T give you a receipt! And so I asked for a refund of just our paying $50 in taxi that SHOULDN'T have payed! And was denied! I explained in detail and told them to see where the driver's drop gusts off (the wrong terminal) and they continue to say sorry without a receipt can't help you. I WAS a loyal customer of Viator but WILL NEVER EVER USE VIATOR AGAIN! STAY away and shop around there are many options out there and will use other companies and NOT this one!

I WILL NEVER USE VIATOR AGAIN!
I have utilized Viator for past tours and another tour on this trip to Chania which were all great.

I took a Mykonos Half-Day Private Tour for my extended family of 10 on June 28th. We paid $724.09.
My original reservation email said clearly English Guide! Our bus driver spoke BROKEN English and did not provide ANY GUIDE SERVICES. First, he took us to the light house. He told us NOTHING ABOUT THE ISLAND or the LIGHTHOUSE and just stayed in the vehicle. Other guides we saw walked their tours to the sites and told them about them. When I asked "OUR GUIDE" about things he said I AM NOT A GUIDE, I AM JUST A DRIVER! I received a text from the tour operator during the trip telling me this and with a screen shot that said in-person guide not licensed or certified and is also the driver. I told her this is not what my tour info on Viator said (Evidently they subsequently changed it on Viator. I sent my documents to Viator after the cruise). The driver brought us to a quick stop at a church, a beach and dropped us off in town again with no information. When we asked him if he was walking us through the town, he said he does not do that and that was the end of our half day after only a couple of hours. We could have taken 2 UBERS to the lighthouse and beach for 35 Euros each.
This was not the PRIVATE TOUR that "YOU CAN CUSTOMIZE YOUR TOUR, HOW YOU DREAM that any of us expected!

When I GOOGLED Tour guide the first definition on wikipedia is below:

Tour guide

A tour guide (U.S.) or a tourist guide (European) is a person who provides assistance, information on cultural, historical and contemporary heritage to people on organized sightseeing and individual clients at educational establishments, religious and historical sites such as; museums, and at various venues of tourist attraction resorts.

Obviously, this was not the PRIVATE TOUR WITH AN ENGLISH "GUIDE". This was a car service.
We were on a cruise ship so it was a quick walk to the town...which in fact we obviously walked back from.

Viator denied my request for a refund or even a partial refund no reason...other than they looked into it. I will NEVER use VIATOR AGAIN. I always viewed viator as a VERY REPUTABLE company. NO MORE!

Date of experience: June 28,2023

Be warned from Viator. I have seen how They neglect their customers!
There was a misunderstanding as to my cruise arrival time to Greenok, and we missed the tour by minutes. No help from Viator, only BOT with automatic E-RELEVANTLY ANSWER, NO E-mail response, no phone, no supplier's answer (busy-bus tours). Nothing. We could take a taxi and catch the tour, but as I said, no one to talk to. We asked for fefund, they refused. Once they took your money, you will not have it back, even if you didn't get the service.
Second event in Edinboro, we departed at south Queensferry, and the instructions viator supplied was for an adress almost a mile from there. We walked to the adress to find nothing. 2 hours before, I noticed the problem and wrote to the supplier and to Viator, no answer. I tried to e-mail viator (and not getting a stupid answer from a BOT), and got a reply "call the supplier" 0 support, 0 care, 0 responsibility.
I made an international call from my sim, and managed to talk to the supplier, to find that the meeting point was mistaken, and also that the driver will be late.
We walked back, to meet 10 more frustrated Viator clients with no answer nor response. We told them the information, and in about half an hour late, the driver showed and apologized, they sent him to another location.
All this without Viator involvement, care or eny communication with there clients, besides collecting money and high commission from local company, without eny checking their client supplier and information. I WILL NEVER USE VIATOR AGAIN. IF YOU PAY PEANUTS YOU GET MONKEYS. With Viator you pay full price, and you get monkeys either way.
To me, this company's dna seems to be total loss, my impressipn is that they only care about taking your money. Other middleman like Booking.com has 24/7 human efficient customer care, and they justify there commission. VIATOR ISN'T. BE WARNED!

Horrible company - I used them many times and each time there was an issue with the tours in Philadelphia they canceled all the tours that I had with them advising me less then a day when I explained to them that I didn't book and can't book with any other company they didn't care so I was stuck 3 days in Philadelphia with 2 kids and wasted over $1000 for hotel fees with nothing to do and 2 kids driving me crazy they didn't care. In kauai I booked a few tours with them the tour operator contacted me and advised me that they are cancelling the tour since they are not working with TripAdvisor anymore since they double booking tours and making them look bad.
Last April we traveled to Kauai and I booked a few tours with TripAdvisor for my own personal reasons I have cancelled the tours with them and was sure that all of the tours were cancelled however one of the tour wasn't canceled and I was charged the full amount of the tour I have contact Tripadvisor and told them what happened told them that I have been a customer for years and still booking tours with them I asked to speak to a supervisor since I didn't see any resolution they told me that there is no supervisor and that someone will call me within 4-7 business days which no one did I contact my bank and disputed the charge they came back to me and told me that they can't reverse the charge since I didn't cancel my trip 24 hours prior to the scheduled day I called Viator again and explained my situation and again they refused to return my money.
This is the worst company that I have ever did business with I have canceled all my future tours with them and will not do business with them again.