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

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  Viator, Inc.

  777 N Rainbow Blvd STE 300 Las Vegas, NV 89107

Review Details

• Review fromVerlisa G

  Date: 01/20/2025

  My husband and I booked an excursion for 11/18/2024. We were to arrive in ******** via Carnival Cruise Ship. We contacted Viator for assistance with the parasailing booking. We advised the agent that we would be arriving at the port at 10:00 am Carnival Ship time. We asked several times if we would arrive in time for the 11:00am excursion. The agent advised that we would arrive with enough time so we booked the excursion. When we arrived in ******** we were able to exit the ship about 10:15 am. When we arrived at the excursion booth it was about 10:30 am. The agent advised us that we had missed the excursion and that it was 11:30 Key West time and not 10:30. We immediately contacted Viator and was told that someone would reach out to us concerning the refund. No one ever contacted us. After returning home and contacting Viator they stated they would do an investigation and getting back with us. Several days passed and again no one contacted us. We once again contacted Viator this time requesting to speak with a supervisor. We were informed that a refund would not be issued and that a decision has been made and that we would not receive a refund. The agent argued with us and continued to not allow us to peak with a supervisor also stating "there is no supervisor available". I attempted to search the internet for a corporate number but all the information reflected back the the information and customer service number on the ********************** app. It seems as though this is all a scam, as there is no other contact information. The next time I reserve a trip for my family I will make sure I take my time and do my research on the trip advisor before allowing them to assist me with my booking. I have used several booking sites in the past, but this is the worst experience that I have had. I should have researched the reviews. Viator review rating is a one star. Reading the recent reviews explains it all.

  Viator, Inc.

  Date: 01/22/2025

  Viator has reviewed the case. Because the customer has already initiated a chargeback with their financial institution Viator cannot provide assistance with issuing a refund. The customer will need to follow the chargeback process as described by their financial institution. Once a decision has been made after the investigation performed by the customers financial institution they will reach out and advise on the outcome. The customer will have to await the decision from their financial institution.
  
  Kind ************************************************

• Review fromBlake R

  Date: 01/19/2025

  I booked a tour through Viator in *********** expecting the charge to my credit card to be 56% (the current exchange rate from NZ dollars to US dollars) of the listed price for the tour in NZ dollars. Instead, the charge on my credit card was the amount listed in NZ dollars. I contacted Viator to rectify the charge and they were unwilling to fix it, claiming that i failed to correctly note in my personal preferences what currency i wanted the fees to be displayed. As a result, Viator has conveniently pocketed the difference in the exchange rate. I will not be using Viator again.

• Review fromTamika B

  Date: 12/18/2024

  Thiefs they took my money did not prove the attraction and would not give me my money back

• Review fromDiana R

  Date: 12/08/2024

  These people are liars and thiefs. Bought a the 7 attractions pass valid for 60 days they make you believe. Not true after you activate you have only same day to visit all locations. After i requested refund on last day of vacation I get a response hours later saying I was right. since the response I get is I have 60 days. My trip is over and once again that is not what I was told my ticket was no longer available at customer service. They themselves contradict themselves.

• Review fromJenn D

  Date: 11/17/2024

  Company refuses to refund money even though I contacted them before 24 hour window. Company misrepresented tour time .. I traveled an hour to tour then was told there is no tour. I was in ****** the most dangerous neighborhood in *********** .. I had to walk for hours during which time I called viator 8 times each time call cuts. Now they wont refund as I made reservation independently which is illogical since I called company directly .. w this logic no paid reservation made w this company can be refunded since the tourist acted without .. whoever would make them dependents .. this policy then overrides 24 hour window .. Im embarrassed that this company would risk the life of a tourist, waste 1/2 day of a trip and then keep my money under illogical senseless rules whipped out after they chose to violate their own terms of service.

• Review fromDan P

  Date: 10/31/2024

  Viator is not a responsible tour company When tours go wrong, Vistor tells you they will respond to your issue and then do *********** receive no response even after written and verbal assurances I am deleting my app and will report any future e mails or text as junk.Know once you give them your money no chance of getting it back.

• Review fromNN G

  Date: 10/29/2024

  Viator is a second-rate platform for all kinds of US and international scam tour and travel operators who make and break their own rules with Viator's blessing. When you bring the unscrupulous practices to Viator's attention, they make absolutely no attempt to mediate or rein in the scammers. They quickly brush off the customer and shut down your ability to communicate with them. A word to the wise: GetYourGuide is a competitor that sells almost all the same stuff at consistently lower prices. The boat tour I booked through Viator was weather dependent. There was extreme weather on the tour date that caused unsafe boating conditions. THE TOUR OPERATOR FAILED TO NOTIFY ME THAT THEY WERE NOT OPERATING THAT DAY. I reached out to the operator on the Viator app that morning, but they did not respond until the following day, the day after my scheduled tour. By then, it was too late. I had already made alternate plans in another city, so I asked for a refund. The operator immediately rejected my refund request even though THEY WERE THE ONES WHO DID NOT OPERATE AS SCHEDULED. They abruptly cut off all communication, kept my money, and then promptly blocked my ability to post a review. All communication was done through Viator, so they had the full history, and they still sided with the deadbeat tour operator They pretended to do an "investigation" which lasted all of 3 minutes, and then refused to issue a refund. *********.

• Review fromLauren B

  Date: 10/27/2024

  We booked the Sunset Dinner Cruise Tour in *******, ********, ** on 23OCT 2024. Unfortunately, the boat broke down and missed the sunset. **** a crew member, informed us we would all be refunded. We contacted Viator immediately to request a refund as soon as we got back to shore. Viator denied us .twice. I called them several times. They said the tour operator wont refund Viator, so Viator cant refund us. I told them that seemed to be a them issue with the tour operator, but we did not do business with the tour operator - our business was with Viator. The tour operator, *********************** likely lied to Viator, but everyone on that cruise was promised a refund. In addition, we paid extra money for preferred seating on the upper deck. When we got there, they sat *everyone* on the upper deck - some folks stated they just paid the regular price - another red flag this tour operator is a complete scam. I feel that *********************** took complete advantage of the guests (all tourists), lied to our faces in a public announcement and kept us there under false pretenses. It was blatantly obvious that ***********************, and their staff, did not care about the people on that boat that day and only cared about losing $$$. They knew we werent coming back to do business because we are all tourists, and that they are backed by Viator, both of whom only seem to care about the $$$. That tour was $500 for a family of 4 with premium seating, which was a complete scam. *Please* look into this matter and give Viator customers peace of mind knowing they have been exposed and cannot continue to treat people this way.

• Review fromNeha K

  Date: 09/24/2024

  THIS IS A TRIPADVISOR SCAM!I recently found out that Viator is a subsidiary of *********** and they are running a scam. The app will lure you with reward points and charge you double the price of actual tickets. It was our first time in ****** and the company looted us twice!! Never ever again will I trust an aggregator like this. Worse part is that I see so many disgruntled people complaining yet they have such a good App Store rating with no legal consequence for their actions!!I do not understand this at all. I wish someone would bring them down.

• Review fromChris D

  Date: 09/18/2024

  If there were a Zero star rating, that's what Viator really deserves.After paying for a Singapore River cruise, I received a voucher with info included about how to contact the local tour operator directly if I had any doubts/questions.Additionally, the tour operator sent me an email (through Viator) giving me the local number to contact them.I tried calling as I had a tour specific question that Viator could not answer. Nobody answered. I called Viator to tell them that it was impossible to contact the local tour operator.Despite promises of "escalating your problem", the tour operator continued to send emails to Viator telling them that "they do not answer any phone calls". How is a business allowed to advertise on Viator's platform if they don't answer customer calls/questions?Additionally, I found out the tour operator was in fact a Tourism Software Distributor. Small wonder that they didn't answer calls from a customer about a river cruise. To date, ********************** CS has not been successful either in getting them to answer calls & this company continues to communicate with its host via email. I haven't been able to contact ******** does Viator think that this standard of customer service is acceptable? Avoid ********************** & buying a Singapore River cruise through this company at all costs.