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Viator, Inc.


Country United States
State California
City San Francisco
Address 649 Mission St Fl 5
Phone (866) 648-5873
Website http://www.viator.com

Viator, Inc. Reviews

  • Mar 18, 2020

HORRIBLE EXPERIENCE WITH VIATOR TRANSFER COMPANY Purchased a luxury transfer form Viator. Flight was delayed going to Florence, Italy. Called transfer company and they said tough luck. We were stranded at the Florence Italy Airport. Viator did nothing to resolve the issue.

  • Jun 20, 2018

I have used this company in the past without any problems. It is all good, until it is not.

I booked a tour through Viator on the Cayman Islands. In the confirmation they stated that I can cancel the trip 24 hours prior to departure.

I found out from the local tour operator that they did not offer hotel pickup from my hotel, so I immediately cancelled my tour, which the local operator honored. I cancelled the tour with Viator as well. Viator ignored my timely cancellation and charged me $95.

They claim that they have 24/7 availability. That's simply a lie. Not only they don't have a phone number that one can call, but they don't even have an email address that one can write to. You get only automated responses to your emails. This is simply a shell company that uses local tour operators and charges more than the local companies.

If you think you are "safer" because you made your reservation in the US with a US company you are WRONG.

I will never use Viator again, just do my homework and find local companies with local phone numbers and legit. email addresses that offer the same tours that you book through Viator.

I recommend you to do the same.

  • Oct 28, 2017

I booked a tour via viator.com aka trip advisor for maroco majorelle garden and camel ride with local guide tour company navvete. I booked for 3 person which is more expensive than book for group because they charge you by person. But reality it was a sharing tour with others. I mailed a complaint and asked a refund, but they insist that they never mention that it will be a private tour.

The question is why i have to pay more if i have to share with other people??? Dont trust them at all, once your money in, they will never give it out. Please...Never trust them at all. Just look for tour refference feom your hotel, more rely and easier to complaint if something happen.

  • Nov 15, 2016

My family & I were spent nearly $14,000 for the six of us to go on a cruise. This was to be the first cruise for both kids + mother & father, so they were extremly excited to go. We decided to use a 3rd party to book excursions at the diffrent ports, so we found Viator. We booked a Dolphion Encounter trip on New Years Eve day for the six of us which cost nearly $1,000 for the six of us. We went to www.viator.com to book the excursion which processed the payment and sent us a confirmation that we were booked for this exciting excursion in the Bahamas. About 45 days went by when we got an email from [email protected] telling us that the TIME 9:30am was no longer being offered by the Dolphon Encounter coompany (is not viator they are simply a lead service who brokers to the individual excursion companies globally) so we asked if they could make an exception and offer any other time, only for them to come back to tell us they could not & were going to refund us.

This left us STUCK because the time of the year being the HOLIDAYS and not much time left considering most the available excursions at the ports were already BOOKED. It has been five days and we have still not received any written correspondence "confirming" the refund was even processed so we are very dissapointed and frustrated at the same time. After researching, we discovered that www.viator.com is nothing but a lead service website that charges companies to list on their site so when somoen books they take their cut off the top & sent your request for booking to the ACTUAL excursion company who offers it. We highly reccomend going DIRECTLY to the company rather then a 3rd party lead service to avoid this from happening to you. If you are going on a cruise we highly reccomend you use the cruise line DIRECTLY not a company like Viator who has NO CONTROL over the services offered my the actual provider of service. If we dont receive our refund today we will be calling the credit card company to do a chargeback in order to get our money back for a service that just wasted our time and held our money. AVOID THEM AT ALL COST!!!!

  • Jun 29, 2016

Use caution with booking City Passes with this company. Printed on the pass it says they are good for a year but if you use it for just one attraction out of of the five or more you purchased then you are out of luck since the activation only makes them good for thirty days. You LOSE all the remaining attractions if not used in the thirty day period. This happened to me and my wife. I read plainly on the first page that includes the scan information used by the attractions you attend about the "good one year" statement. I didn't read the fine print on other pages that details the 30 day expiration conditions. I contacted Viator.com and was told it was my fault for not reading all the pages. I indicated the information was contradictory but that fell on deaf ears.

I asked for a three attraction pass as a compromise and they told me to pound sand. I'm out about $100.00 that I spent for the two Passes for my wife and I.

I was disappointed Viator would not meet me half way. I would not recommend this company to anyone!

  • May 20, 2016

I purchased a tour through Viator.com a few days before arriving in Playa del Carmen, MX. I was happy to receive an email immediately including my voucher for the tour. The tour was called "early access chichen itza tour with private archeologist". After purchasing I noticed that my tour was from cancun rather than playa del Carmen. Not wanting to be charged for making calls out of the US, I emailed their 24/7 customer service hoping to get it figured out as soon as possible. After not hearing from them for almost an entire day, I decided to call. The man said he was able to have me picked up 6:20 AM but I would still have to go with the cancun group. After getting off the phone I received an email stating that my pickup time would be 5:10 AM.

Not sure of what time I again attempted to email with no luck. I then called and asked if I would rather be able to switch to a tour leaving from playa del Carmen the following day and he said that was fine. Knowing that they send an email the night before the tour announcing the pickup time, I waited until 9PM with no email. I contacted customer service and no reply. The next morning (when I was supposed to be going on my tour) they finally emailed me saying that they never had any confirmation of changing the date of my tour. Since it was my last day that I was able to go to chichen itza, there was no possible way of rearranging again. I replied to customer service stating that I would like a refund since they were unable to provide me with the correct pickup time and date. I have not received a reply and do not want to call their customer service since they obviously do nothing to help the situation.

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