Reviews

This profile includes reviews for Viator, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Viator, Inc.

  400 1st Ave Needham, MA 02494-2815

• 

  Viator, Inc.

  777 N Rainbow Blvd STE 300 Las Vegas, NV 89107

Review Details

• Review fromReine A

  Date: 08/05/2025

  1 star
  I booked a private Yellowstone tour through Viator with ******************. The tour was confirmed again 24 hours in advance, then suddenly canceled less than 12 hours before pickup due to overbooking. This left no time to find a replacement, ruining an entire day of my trip.I did receive a refund through Viatorbut that doesnt excuse the lack of professionalism or responsibility. The tour operator was rude and dismissive when I called, and Viator initially offered no help beyond escalating the complaint.Viators own Terms (Section 16.1) say that material changes entitle customers to a full refund. That was honored, but Viator should also take accountability for continuing to list unprofessional suppliers. They collected my payment and facilitated the bookingthey are not a neutral party.Avoid ****************** at all costs. And if you want a quality Yellowstone experience, I recommend ******* Hole Wildlife Safaris. Ask for ******,-professional, responsive, and first class.

• Review fromAshley B

  Date: 08/02/2025

  1 star
  I am so disappointed in this company. I booked about 3 excursions in ******. They cancelled my books minutes before and wont be able to provide me with a refund for 48 hours (when I leave ******). They said they cancelled them because of fraud. I told them I can provide them with all my information - card info- name - picture of ID and nothing. I spoke with a supervisor named *** and he did not want to help me. Repeating the same information I gave in the beginning of the conversation. I told them that in the middle of vacation with no moneys are booking. They seemed not to care. I am so upset I gave them pior money. I work in customer service and would never treat someone like that.

• Review fromshaheen B

  Date: 08/01/2025

  1 star
  I have been requesting a refund for a tour I attempted to cancel within Viators 24 hour cancelation policy.While on my vacation in ******. I needed to cancel 2 tours. On my Viator account, only 1 of the tours appeared for which I was able to cancel. I contacted a Viator representative on their "chat" line to assist with cancellation with the 2nd tour. They were not able to find the 2nd tour and could not help me in any way to cancel.When I returned home I was charge for the tour. My credit card company **************** was not able the help reverse the charge. I contacted Viator and was told the 2nd tour was sent to a incorrect email and that was why it did not appear on my Viator account. That was why i was not able to cancel it. She was able to merge the emails and correct the problem.She was also able to see a documentation of the conversation with the original representative I was communicating with, while in ****** to try to resolve the cancellation. Was able to verify I had made the attempt w/i the 24 hour cancellation period.Since then I have submitted a refund request.Their answer is always the same, "our Trust and Safety team is reviewing this issue". This has been going on for weeks, with no refund.

• Review fromJosh M

  Date: 07/30/2025

  1 star
  Booked tour and company doing tour actual tour contacted and stated they was not doing tours due to maintenance of vehicles and to cancel tour, once we canceled tour Viator *** argued that the company has to cancel. They refused to refund money. Pretty much said we was SOL.Definitely don't use this company!

• Review fromJamie B

  Date: 07/07/2025

  1 star
  After accidentally purchasing tickets for the wrong day, I tried to cancel and was not allowed to via a 24 hour policy for an even happening in 5 hours. I contacted the company and they cancelled and received an email as such. Later I was still charged and credited from **** and then charged back again stating the 24 hour policy which if frivolous to this transaction. Company cancelled service and never sent tickets. Took my $255 and never provided tickets.BEWARE OF ANY TRANSACTIONS WITH THIS COMPANY.

• Review fromJamie B

  Date: 07/07/2025

  1 star
  After accidentally purchasing tickets for the wrong day, I tried to cancel and was not allowed to via a 24 hour policy for an even happening in 5 hours. I contacted the company and they cancelled and received an email as such. Later I was still charged and credited from **** and then charged back again stating the 24 hour policy which if frivolous to this transaction. Company cancelled service and never sent tickets. Took my $255 and never provided tickets.BEWARE OF ANY TRANSACTIONS WITH THIS COMPANY.

• Review fromMarcreesha J

  Date: 07/02/2025

  1 star
  This business is a scam you pay for a merchant you receive no information from them are the merchant about the service you paid for then they refuse to give you a refund tell you they cant give you no information on the service you paid for wouldnt recommend booking with this place at all wish I would have seen all the negative things against them before I booked $200 down the drain

• Review fromTomeka R

  Date: 06/18/2025

  1 star
  I booked a steamboat cruise in *********** for Father's Day for my husband June 14 2025 the weather condition was terrible lightning and thunder viator customer service *** had me to email picture of the weather condition which i did who wants to be on a boat in bad weather I paid ****** Viator wouldn't refund nor give a credit so basically this company taking people hard earned money never will use them again.

• Review fromhazel b

  Date: 05/30/2025

  1 star
  Booked a group tour for an Airboat, but our flights were cancelled due to a storm. Called Viator to cancel our Airboat tour, but didn't receive any refund because it was outside the 24-hour window. At the very least, Viator should have given us a credit so we could use it for a different booking in the near future, but nothing was provided. So basically, Viator just took our money and ran without even accommodating our situation or providing any resolution ( account credit or such)

• Review fromScott C

  Date: 04/15/2025

  1 star
  Dont use the company for any tours. They sold me tickets for an attraction in ************* and the attraction wasnt doesnt open for another month. I reached their customer service department and they responded by email that they couldnt refund my money. I asked for someone to call me back regarding this but no one has reached out. Bottom line DONT USE VIATOR!!!!!!

  Viator, Inc.

  Date: 04/19/2025

  Hello *****,
  
  Thank you for providing your feedback on Viator service and on your ************* experience. We are sorry to hear that this experience did not meet your expectations.
  
  Unfortunately, at this time we have reviewed that the correct information was present and accessible on our platform and on your Viator voucher at the time of booking. We have reached out to you via email with more details regarding our decision.
  
  If you have any additional concerns or would like a call back from a **************** representative, please reply to our email with a date and time convenient for you for a callback.
  
  Kind regards,
  Viator *************