Viator

Absolutely disgusting.
Due to their error and half arsed customer
Service, I not only missed out on a trip but I am also £300 out of pocket.
Refused a refund as I couldn't provide proof of THEIR live chat where I asked them to check the status of my booking and why I'd been charged for something that hadn't been confirmed.

**DO NOT BOOK WITH VIATOR. GO ELSEWHERE**

We booked two tours with Viator, one was great but on the second we were scammed by the tour operator and Viator refused to refund our payment. We supplied all the evidence and a full account of what happened but they refused to refund any of our money. If you read other reviews you will see similar stories where Viator refuse to refund tourists that have been scammed. This event put a complete downer on our last day in Rome. Save yourself the trouble and go elsewhere.

The WORST avoid like the plague! Advertising low prices then doubles or triples in price at the checkout! Staff lie and are unhelpful and will fob you off when you have a problem. Do not use Viator!

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.

While trying to reserve, and pay for an activity the website said "transaction failed" while trying to pay on two separate attempts, later in the day I noticed that I was charged by Viator anyways, after contacting customer service to get a refund for a service they never provided they denied my request! Shame on this company. STAY AWAY FROM THESE CROOKS

Absolutely terrible experience. Avoid at all costs.
My friend and I purchased an itinerary, which ended up entirely different from the tour we got. We ended up going to the same location twice in two days, which ruined our last days in Israel. We were the only two on the tour of nine who had this issue. Viator did not bother to notify us of any changes to our itinerary. Had we been notified of the actual itinerary, we never would have purchased it. We went out of our way the day before our tour to visit a location that the tour group then went ahead and visited. We wasted time on our once-in-a-lifetime trip thanks to Viator. When we realized we were seemingly on a different tour from what we purchased, we brought the issue to the attention of our tour guide, who couldn't do anything to help and referred us to Viator. Viator insultingly offered a 10% discount after much back and forth and more wasted time. Ultimately, they refused to make us whole and acknowledge their error. What kind of business doesn't offer a full refund when you get something other than what you pay for? Their customer service was unfriendly, unhelpful, and inept. I will never take a tour with Viator again and caution you against it, too. You not only cannot trust their itineraries, but also you cannot trust their integrity in the aftermath of a mistake that they themselves commit. Our trip was marred by this incompetent company, and that's something we can never get back.

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.

DO NOT BUY DISNEYLAND PARIS TICKETS FROM VIATOR! I bought tickets to Disneyland Paris. We arrived one hour early to ensure front-of-line access when the gates opened. We were denied entry at the turnstiles with our Viator tickets and spent one hour after the gates opened resolving the issue at the Disneyland ticket booth. We ended up buying a new set of tickets directly from Disneyland Paris and were told this was a COMMON PROBLEM WITH VIATOR TICKETS! As a result of missing the "golden hour", we ended up spending an additional $500 on Disney Premier (aka Fast Pass) to make up for the loss of time and opportunity. DO NOT BUY DISNEYLAND PARIS TICKETS FROM VIATOR!

Terrible Customer Service - Refusing Refund
Do not use this tour company. Plenty of others to choose from.
Refusing to Refund - Viator are very quick to cancel your booking to benefit from not having to purchase your ticket on the day. (€200).
Despite on the day having written confirmation Viator Tour Guide would wait (15 minutes) THEY DID NOT. Very unhelpful customer service. Copy and paste generic replies. We made every effort to make contact, searching in the queue(s).
Ended up having to buy new tickets on the day.
Do not use this tour company. Plenty of others to choose from.
Refusing to Refund - Viator are very quick to cancel your booking to benefit from not having to purchase your ticket on the day. (€200).
Despite on the day having written confirmation Viator Tour Guide would wait (15 minutes) THEY DID NOT. Very unhelpful customer service. Copy and paste generic replies. We made every effort to make contact, searching in the queue(s).
Ended up having to buy new tickets on the day.

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.

Hello, Be careful with them as they are the scam, I bought tickets from them £31.67 for myself and my son for Louvre Museum last week to give my son who is 10 the special smooth access!
After arriving at Louvre they didn't accept what they sent to me and called it tickets! So waisted 2.5 hours of us asking different people walking around the entire museum trying to find the actual office! At the end I decided to buy a ticket which was just € 17! And my child was free, I wish to god I didn't buy from Viator! And guess what! When I emailed them and explained what has happened, they just came with various irrelevant excuses such as we what's app you, which was totally untrue as I don't have what's app on that number I've register with them then insisted that they sent the tickets through email! And send the attachments 3 days later! Very Clever! Well even now I haven't received any tickets or acceptable documents for Louvre, they refused to pay our money back although it was totally their mismanagement and lack of customer care,
Be aware.

Viator is an awful company and I wouldn't recommend my worst enemy to use them. They didn't update my pickup location and sent me messages through the app that I had only looked at the time after no one showed up to pick me up. It was my birthday and anniversary celebration in Italy that was deeply impacted by this and their customer service during the ordeal. Truly horrible HORRIBLE CUSTOMER SERVICE! I requested a refund which they promptly denied. Viator SUCKS! DO NOT GET SUCKED IN!

Every time I make a booking, I have to spend an hour with a support agent to get my tickets.

The system is faulty - it does not email you the tickets automatically.

DO NOT USE THIS APP!

They don't have proper affiliations with the vendors they sell tickets for, when you try to bring this up with them to receive a refund or cancel booking they run around in circles trying to palm you off and back to the vendor.

Absolutely a SCAM!

The park we attended stated they would provided a refund, which they would work with Viator to provide it. Which Viator does not want to provided, we've contacted the park directly but they keep stating since we book with viator and paid viator they can't provided a refund. Even though the park stated they would and would work with viator. We tested positive for covid at the excursión. Which they asked us to leave but they would work with vítor for the refund. But due to Viators cancellation policy. They can't refund us our money, due to not giving them notice within 24 hrs. Which they should have some exceptions for covid. Viator is not willing to work with us. And are keeping $1000 USD. Stay away from them they do not help their customers. Book directly with the company. Trust me, viator has been contacted multiple times regarding this issue. But will not refund us the money due to their cancellation policy.

Our tour company Napa Valley Wine Tours didn't get our reservation until the day before our tour. Their supervisor Pattie did the right thing and honored the reservation. Their driver Steve made the day memorial. TripAdvisor use to be good, now all they want to do is sell you something. Going forward we will ONLY BOOK DIRECTLY WITH THE ACTUAL TOUR PROVIDER.

Alcatraz tours / Muir Woods and Sausalito tours - operated through Viator and Must See Tours

Don't go! This was the worst experience I ever had on a tour. We missed out on much of the tour because of a poor tour guide.

No one is offering to make anything right from Viator or Must See Tours.

The summary: We were a party of 2 stuck in a 14-passenger van with a nightmare party of 12 with a guide, Roman, who just yelled and screamed and cussed right back at them. We missed the Golden Gate scenic outlook because Roman, our tour guide, didn't feel like stopping there. We also missed most of the tour guides' spiel and tips/pointers while the party and the guide yelled at each other. The owners are aware of everything that happened. Roman called them while driving and complained about the nightmare party of 12, the party of 12 also got on the phone and complained to Roman's boss. While my son and I sat there in uncomfortable silence.

We could have rented a car to go to Sausalito and Muir Woods for cheaper and had a great time, but we wanted the 'tour' experience...which we didn't get.

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.

I booked a day long tour from London with Viator. They confirmed it, took my $420 and when I arrived at the meeting place, noone shows up. I walked across the street to the tour company office where the actual tour was through (Evan Evans) and they tell me they informed Viator the day I booked the tour (6 months ago) that there was no tour today. Viator never told me then didn't want to refund me because it "wasn't their fault the tour company canceled." Evan Evans informed them the day I booked it that there was no tour today. So, my entire day in London was ruined and I don't get to see two bucket list destinations (Stonehenge & Windsor Castle) probably ever because I likely won't get back to London in my lifetime. They just said "Sorry mistakes happen," and offered NOTHING but a refund (which I had to ARGUE to get. I will NEVER use them again and advise anyone wanting to take a tour anywhere to book directly through the tour company. DO NOT USE VIATOR.