Viator

We had a conflict with a tour and were double booked. We called customer service and basically got the response of "too bad." And we were charged twice for 2 tours on the same day. All Viator had to do was either refund one or provide some sort of credit for another tour. The funny thing is we booked 4 different tours throughout Europe and you would think they would consider us a good customer. NO. BUYER BEWARE. You are on your own. They will spend more time refuting this review than actually providing what they call "customer care". For the amount of effort they put into damage control - they could maintain their customers. We are heading back to Europe in the fall and WILL NOT USE VIATOR. They are owned by Trip Advisor - so stay clear of them. Local, private orgs actually take care of customers - Try Getyourguide.com or Toursbylocals.com

They changed the meeting time without informing us. The tour guide told us nothing but unimportant and uninteresting things. We did not receive what we booked. Although we can prove this, they refused to give a partial refund. The operators you can talk to know nothing and only misinform you. Spoiled two complete days, causing stress and nervousness. Avoid Viator, never book with viator.com.

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.

Due to unforeseen circumstances, we were running a few minutes late in getting to the rendezvous point for the Barcelona Wine and Tapas experience. We tried at least a half-dozen times to call the number given for tour-specific enquiries, to at best have them wait for us or at worst let us know where they were headed so that we could meet them at the next destination in the tour. No answer! We arrived at the meeting point shortly after the rest of the group had gone to the first stopover on the tour, and we had no idea where that stopover was so couldn't join them. Despite a very reasonable request for a refund, such refund has been emphatically refused. So that was €160 down the drain...

I booked an Airport transfer from my hotel in Pattaya Thailand. Driver did not show up. I messaged Viator and they responded - informing me that the Driver is waiting. By then l had already engaged a hotel transport. Viator acknowledged initially that maybe the Driver had not gone to the correct address and promised me that they will complete an internal investigation. I was told l can provide the paperwork to show that l was not late etc with checking out. I received two emails - one to inform me of the investigation and the second within hours to inform me regretfully that they are not able to refund my money! How disappointing- l did not receive the service l had paid for and Viator refused to refund me. This is not the first time that this has happened. My bad luck for not reading more about Viator.

I booked a tour through VIATOR and their operator never showed up and didn't respond to text and email messages. They told me to ask for a refund through the operator they contracted. They continue to market the service and collect money for the same tour.

This company is owned by TripAdvisor, so you will see them on the TripAdvisor site. I booked a skip the line' ticket for an attraction in Paris. Not only was my skip the line ticket totally ignored by the venue, I paid double the face value for a ticket that I could have had for a lot less and been in the venue faster. The tour company that Viator claimed managed this attraction ("My Genie in Paris") was a no show, didn't return calls, was impossible to reach. Viator is also impossible to reach, no phone number, no info. I had to contest the charge with my credit card company. Go to the reviews for this company on Yelp-- almost 100% negative experiences. Don't believe what you read on the TripAdvisor site about this company because it is owned by TripAdvisor.

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!

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.

While the site makes it easy to see tours near the location you are visiting the amount they upsell the tours is ridiculous. For a tour the company running it charged 22.50 per adult. I was charged 32.50 per adult. I would not use there services again.

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.

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.

This is the worst tour I have ever had in Hawai'i. Period. Our tour is called " Pearl Harbor: USS Arizona Memorial & USS Missouri Battleship Tour from Waikiki". The tour guide (who refused to give his name and instead call himself Cousin B and all of his passengers Cousin A) is so rude. No consideration for the elderly. Potentially a racist. He even laughed at another driver who was a Chinese with his son. I really doubt he's a racist. He was polite to all other white passengers but so rude to us (Chinese). Never ever will I book any tour with this tour or this company. We don't pay to get humiliation. We came to get respectful service and decent treatment.

I was abandoned at the Rome train station at 6.30am waiting for the tour guide to turn up, at 6.50am called my travel agent in Australia to see if they could find out what was happening as the 2 phone numbers on the voucher were not available.
The tour was cancelled, Viator had not bothered to tell me, they had my email and mobile
They said they would refund the tour money $850 but not my out of pocket expenses, taxis, breakfast too early for Hotel, phone calls to Australia.
It was awful, 70 years old being abandoned in a foreign country, not being able to speak the language at 6.40 am in the morning, it's an absolute disgrace.
Never use this company

Based on our experience you can't depend on viator to deliver the tours that you paid for. We had two days in Anchorage before our cruise. On both days we had reserved and paid for a tour through viator. One of the tours was cancelled the day before the tour was scheduled. The guide for the other cruise arrived for the pickup hours late and told us he had to cancel our tour. Both our days were wasted! If their customer does not show for a tour they keep the amount paid as compensation. If they don't show for a tour we get a refund but no compensation. Based on our experience, they are undependable and unwilling to accept responsibility for the damage caused by their lack of dependability.

Granada Alhambra could not be canceled or change dates through their tour operator They took their side. I lost good money and had to rebuy a ticket. Get the Granada Card. You can go in any gate and you pick your entry time. All the Viator company does is give you a voucher which can only be exchanged for a ticket in one place. The company said there were no more available times in the next two days that I'd be able to go. That was a lie as I booked it myself for the next day. The individual people got in faster than the groups! I called Viator over this as the vendor they were using did not respond to me from their email or phone that was listed. I notified the company 21 hours before my time slot. They never responded until the next day and that was because I called Viator over it. You can book everything direct. Viator "grabs" you on the internet. Won't use them again.

Yesterday's trip didn't deliver what I pay for (detailed on the Viator web page):
1- The trip started late around 10:40 (start hour 10:00)
2- We were 10 people (maximum 8 people)
3- The trip lasted around 6 hours (should be 8 hours)
4- We didn't make it into the Blue Grotto.
5- They didn't have snorkeling equipment, and even worst they didn't have a life vest available! This is unbelievable!
6- They stop in Capri Port only to put gas, they didn't allow us to get down and walk around Capri.
7- They gave us a snack (a little Caprese sandwich) - No Lunch.
8- The boat was small, with no seats for 6 people, and they ride in the front part of the boat.
9- Only one person speaks a little English, so it was very hard to understand him.
Based on that I want a refund because you didn't deliver what I paid for.
Guiliani Charters was the company that deliver the trip.
It was a terrible experience!

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!

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.

I was just setting up my account for the very first time and I accidentally put the wrong payout method and wanted to delete it - surprise, surprise: you can't! Here's what they say: we currently do not have an option to remove any payout method set in any supplier's account. When asked why - they didn't reply. Then I decided to delete my account, here's what they said: For a Viator Supplier account, we do not have an option to delete any account. When asked what gives them the right to do so - again: we don't have an option to remove it. They STORE your account information and payment methods without permission. Will never use Viator again. Not worth the risk. Undependable.