Viator

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.

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.

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.

We booked a night time street food tour for our first night in Bangkok. This was a night time tour just for my wife and myself. This was booked just a few days before we left home, and everything was perfect. Our guide and tuk tuk driver were waiting outside the hotel right on time. We visited various street food vendors, looked around temples, and had a great meal at the end. It was definitely as good if not better than we expected. I see lots of people have given viator a poor rating, perhaps this depends on the location. Other people in our holiday group also used viator and had no problems. All our trips that we booked while in Thailand were very well organised, the people there can't do enough for you. I can only give a good recommendation based on my happy experience using them.

I had a problem with a guide in Seychelles because she didn't turn up (her name is Sheena) and at the end she wanted to get paid and refused to accept my full refund (for a tour she declined)…! Viator was very correct and professional because they refunded me. So, the tour operator wanted to cheat, but Viator was correct and reliable. I highly recommend and I will continue to book through them. Viator can obviously be also affected by unethical tour operators.

We were in Nice for a pre-Viking trip, August 21st, 2022. We did not book the bus trip to Monoco because we wanted a smaller group to sight see with. We dressed up to go to the Casino and dinner. When the tour guide arrived he had already picked up the other tour guests... a husband, wife and CHILD - all casually dressed.
Who wants to pay for an evening like this and share it with someone else's child? Totally not what we wanted for this once in a lifetime experience. Viator should know better for an evening tour. Eve though the tour guide was friendly and well informed, it did not make up for ruining the evening by putting a child on a "grown up" tour. This tour should be ADULTS ONLY. (we love children but not on a special night out in Monte Carlo.

Je had verschillende plaatsen om opgehaald te worden onze bungalow parque bali stond ook op de lijst dus dit aangeduid bij de reservatie plots krijgen we een mail dat we ergens anders opgehaald worden klikken op de link gaf de verkeerde stopplaats aan ook toen we op de juiste plaats aankwamen vonden we geen bus na bellen en hulp van een taxichauffeur hadden we op het laatste moment nog de bus gevonden daarna hebben ze ons wel terug gebracht naar het hotel dus fameuze mis communicatie de toer en gids was voor de rest in orde

We booked a $12 walking tour in Cartagena, Colombia. Viator specified it would have 25 people or fewer. There were about 35 people who we in our group. The tour guides held an umbrella with "free tour" printed on it. It was obvious that they accepted those who did not pay, with a pitch at the end (which we were told would be coming with an explanation that it did not apply for us) that people should contribute to the guide. Seeing the number of people in the tour, we told the guide "we were told that there would be no more than 25 people. We would like to get our money back." The guide responded "oh, we didn't have enough guides. I'll see what we can do about a refund." After another 30 minutes, we were told by a Viatour person on the phone that we would be reimbursed and they did not appreciate us being rude to the guide! Rude? We'd wasted an hour on all this...luckily we were staying another day and could book with another guide later.

I booked a Rome tour through Viator for my family of four. It was quite expensive. I went to the Viator web page and found a tour on June 17th. When I went to purchase it, the web page said that particular tour was sold out on that day, but "here are some similar tours that are available on that day". So I clicked on one and purchased it. Somewhere along the line, Viator's web page changed the date to June 4th. As soon as I received my confirmation email I contacted Viator and explained their mixup. I requested they revise the date to June 17th as I had entered into their system. This was literally within a few minutes of placing my order. I was told that all sales are final, no changes, no refunds. I proceeded to spend the next six hours of my European vacation with numerous Viator support people and supervisors trying to rectify their mistake, to no avail. Viator tried to wash their hands of this saying that it was not their responsibility and that it was in the hands of their third-party tour operator. This is not true, because I purchased the ticket from Viator's web page. They sold me this product. This has left me with such a feeling of being robbed. I'm out over $600 and received absolutely nothing in return. It is worth noting that I never entered the Date June 4th. The only date I entered into Viator's web page was June 17th. I was scammed!

The simple correction is for Viator to honour my request to change the date of the tour to June 17th - as I had entered to start the process.

Date of experience: June 04,2024

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.

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!

I attempted to post this review on Viator, but they emailed me back to say, "Our travel community appreciates that you want to share your experience with them. Unfortunately, we cannot publish your contribution as it does not meet our review guidelines." Here is my review:

NEVER buy Paris catacomb tickets from anyone except from the official ticket office (https://www.catacombes.paris.fr/en). We purchased 2 tickets for the Paris Catacomb tours from Viator. When we showed up at the Catacomb ticket office and scanned our tickets, they showed as "invalid" and we were not able to use these tickets. The Catacomb ticket office provided us a letter confirming we had two fraudulent tickets, and they shared that they never sell tickets to third party vendors, so any ticket that is purchased anywhere else except directly from them would be invalid. I reached out to Viator to let them know about this issue - they have not yet refunded our 108 Euros for the invalid tickets. Learn from our mistake.

We feel Viator totally cheated on us when we realized that the actual Upper Antelope canyon tour was only 80$ a person while we paid Viator a total of $190 per person. Their website lists it as $125 per person but the total comes to 190 per person without a clear breakdown. We will never ever use it again and would like to warn others

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.

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

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