Viator

I was running 15 min late due to an IBS issue. They said no refund, no delay, no rebook. I scheduled my entire week around tours with them. AVOID AT ALL COSTS. I now am stuck with no itinerary for my annual vacation.

I booked a tour of the Vatican Museums through Viator. I followed the instructions for picking up the tickets, but the tour operator never showed up and did not reply to my messages.

I contacted Viator for a refund, but they refused, citing that their "investigation" showed the tour operator had done their due diligence, even though I provided screenshots of the messages I sent and the lack of any messages received.

Viator partners with bad-faith actors and they know this, but they will not take responsibility for it whatsoever.

DO NOT USE VIATOR, unless you want to completely waste your time and lose money for nothing.

What a POS company. Last tuesday i made a reservation for my friend Angie for a tour on Friday, paid... Friday morning Ishe gets a cancelation email because "tour didn't meet a minimum number of participants"

What a joke! A need for a customer satisfaction must be dead in Colorado! As a person who lives in Colorado I am ashamed!

We will never use this company for a transfer. The day of our flight Our airline canceled and rebooked our flights to arrive about an hour later. We went to Germany so arrived the day after leaving the US. We notified them of the new flight information. Luggage took forever. No one was there to meet us. We called the emergency phone #, no answer, walked around the airport, called again to no answer. Finally found a US phone #. They couldn't get any answer either. Finally got an answer on the emergency number and the person said our transfer was there waiting and they left because we never showed up. It was our fault that our flight was canceled and there was nothing they could do about it even though they received a notification that we had new flights issued by the airline. We disputed them, and they refused to refund us. We are now in the middle of disputing it through our credit card company. I would never use these people again.

Zoom Tours was great, Viator WAS NOT.

They made false promises and set expectations that we would be picked up outside our house... only to tell us one hour before that we needed to make it across town to be picked up at a different location.

I have two elderly parents that cannot walk that quickly so they expect you to pay out of pocket beyond the $1000 spent for the tour to get TO THEM. They say, "Because the tour day is busy and they don't have time to pick people up..." Well that wasn't the case when we picked a couple up at the airport, a good 40 minutes out of the way. Taking up precious time that my family and I could have used site seeing together while they were in town.

Then they messaged me to let me know that I would be dropped off at home in the evening at MIDNIGHT when we arrived back. They also did not follow through with this promise and simply never messaged me back.

DO NOT BOOK WITH THIS COMPANY. They are untrustworthy and they need to be held accountable.

Don't use them. Their meet up instructions are confusing causing me to miss a tour. Several other people missed their tours for the same reason. They will not address or fix any issues

Had multiple problems. They failed to send me electronic tickets, even though their e-mail said "your ticket is inside". The e-mail had no tickets! I had to call customer service to make them finally send it to me. (Madrid. Reigna Sofia museum). I got them when cancelation wasn't possible anymore. Then I put the wrong date by accident ( $216 private tour). All I asked is to move the tour by one day— they took my money but refused to help because it was less than 24 hour notice. I didn't ask for refund, just a minor change of date. I could pay some fee, but they were not flexible. You overpay and get subpar service or get nothing, if you make a mistake or your circumstances change.

Tour operator never showed up and even texted to apologize. I provided proof via picture and screenshot of the text messages and Viator still won't provide a refund.

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.

Poor service they sell you tickets from a third company so you will never meet anyone at the site you are visiting or touring. The guide Silvia rushed people thru the tour and lasted only 30 minutes most of the times we were rushed from one hall to another also don't believe when they tell you front of the Line either at the entrance of the Louvre or at the Mona Lisa it does not exist. Buy your tickets directly at the location Viator gets their tickets from another company who gets it from another company who gets it from the location so 3 people tack on money for zero service they perform. I got no tickets for the Effe tower because the location to pick up the tickets changed 3 times. I bought 3 tickets from. Viator who charged me $160 Euros and when I didn't get the tickets I paid for I bought my own and paid $70.70 Euros to go to the Summit of the Effeil tower.

We booked a snorkel tour in Kona for our family. Our family tested positive for Covid and came down with a severe case less than 24 hours before our booking. We asked for a refund. We included date-stamped pictures of our positive test results and our paxlovid prescription with our names on them. They refused our request multiple times and kept $530. Don't book through them. Book directly with the company.

I booked 6 tours through Viator. Some were good, some terrible, but It's apparent that Viator does a poor job of vetting tour companies. After taking your money, Viator says to contact the tour operator for details on meeting place and time. In my experience, the tour operators don't answer their phone, nor return messages. I tried repeatedly to get in touch with a tour operator due to a flight delay; no answer. I purchased a tour for 3:45 PM, but was later informed that the meet time was 3 PM. I arrived at 3:08 PM. The tour group was there (from Tours of Rome), but denied me the tour. He'd sold my spot to someone else. Regarding the delay, the tour guide said: "Not my problem". Viator denied my request for a $ 175 refund (twice; no explanation). I found out afterwards that Tours of Rome has a Google rating of 2.3 of 5 with complaints of unprofessional and rude behavior. Viator doesn't do anything but shill for marginal tour operators and collect Customers' money. They add zero value. Terrible Customer service.

Once they have your money say farewell to it and dont expect any refund or flexibility if any issue arises.

There r other tour sites like getyoruguide tiqets evendo etc.

Remember to ask your bank for a credit card chargeback of they dont refund.

I was twenty minutes late to a pick up which was scheduled between 8am and 8.30am. At 8.20 I called the operator, and they refused to collect me, refused to refund me and refused to rebook me for another day. Viator refused to refund me too, saying it was my fault for not being there on time. This despite the fact the operator may no effort to contact me by phone.

Each of the 20 reps said they sent the confirmation to the tour company. When I called the tour company 20 times, they never received any word of any booking from Viator with our booking referenced. Two days before our trip, Viator cancelled our 2 tours. Note, I called EVERY SINGLE DAY since booking the tours to try and confirm the two bookings, the 20 reps said each time it was done, no problem etc. Don't waste your time or your money or your effort with Viator.

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

Dissatisfied with tour, eg., 2 hour late pickup then more time lost fetching other customers. Guide not participating much and 4 hour late return. Dismissed my complaint in minutes!

Be very careful scheduling tours with Viator. I had a Rock Legends tour scheduled for months and, of course, at the last minute it was cancelled. DON'T SCHEDULE IF YOU ARE ON ANY TIMETABLE. They will cancel if they don't feel like running the tour that day.

This is my experience with them…my family and I just returned from a Mediterranean Cruise and booked a tour with Viator for a private French Riviera tour from Port Villefranche. The morning of the tour I was first in line at 5:30am to get tickets for the tender. I wanted to ensure we were on the first tender because it departed at 7:30am and our tour was scheduled to start at 9am. At 6:30am, we were informed that due to the weather, it would be unsafe to launch the tenders so we would not be able to leave the ship. I managed to contact someone from Viator at 8am through the chat function of their web site and explained the situation. They informed me that since the tour was not cancelled before the 24hr period, that it would be up to the local operator. I was just notified that they will not be issuing a refund. You can decide for yourself if that is reasonable or not. I'm just providing you with the facts.

This company scams you out of your morney. I booked a private tour of the colosseum through them, but when I went to the tour I was forced to wait over an hour, fed excuses and ultimately was put on a tour with 30 others. When I asked for a private tour I was given more excuses about why it wasn't possible and I wouldn't get a refund. Worse was that others on the tour had payed over half as much as me for the same tour. I requested a refund over the phone and was granted a 10% refund which is an insult. I called multiple times and never received any information on the "reports" they were submitting and when I would call back the agents would repeat back false information they claimed I had given previously. Clearly the customer the customer service agents serve is the business itself. Don't book with Viator!