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 fromIryna M

  Date: 01/05/2024

  1 star
  We paid $170 for the full-day ******* Islands tour in ********* that we took on December 30, 2023.Our tour was supposed to start at 8am. We followed the instruction and arrived at the meeting point, where the team member was supposed to meet us at 7:45am. However, we could not find any team members until 8:45am. The boarding dock was full of people, and we did not understand where to find our guide. Then suddenly all these people started creating the line. As it turned out that we had to stay in that line and wait for one more hour on the heat to do our check in and get on the boat. Instead of 8am, we left at 10am, losing two hours of our tour.We got seated in the front of a boat, because no other seats were available at the time of our boarding. The boat was speeding so badly, that we were jumping up and down on our seats, and it was very painful for our backs. The crew did drive at a safe speed, and they did not follow any safety rules at all. When we asked our guide to reduce the speed, he said that it is impossible, because the captain likes speeding. Then the captain overcame any limits - our boat jumped too high, that my boyfriend was screaming in pain he got hit in the *****. We insisted on stopping the boat. Finally, they stopped and found two seats for us at the back. When we left that boat, our bodies got a lot of scratches and bruises. We did not want to do snorkeling. We wanted to stay in the shade on the boat while all other people are doing this activity. However, the crew forced us to leave the boat and stay in the water. Their explanation was that they need to fill the boats fuel tank because it was empty. They left us just in the ocean in the sun - that was a real torture to stay in the sun! The captain said that they will be back in 30 minutes, but they came back in one hour! By the time they came back, we got completely sunburned, despite we used the sunscreen lotion This tour was a disaster, and we want to receive a full refund for this.

• Review fromJessica B

  Date: 12/29/2023

  1 star
  My husband and I took a trip to ***** in December and booked our trips through Trip Advisor. Worst decision ever.The first excursion listed the wrong meetup point and we spent an hour walking around/messaging the tour guide. Now we're being told the refund is being refused.The last two excursions we had we were unable to join as I had contacted COVID. Once we arrived home I provided my positive COVID test and was told we would receive a refund. Now they are refusing. Horrible.

• Review frommanish r

  Date: 12/29/2023

  1 star
  Worst ever experience of booking Snuba diving at chaknab national park with viator. Operator has only one person to handle everything related to sea trekking and snuba. Viator made many bookings for same time which is not possible with 1 person. Seeing the load we just let my daughter to do the activity. Operator said that he'll make a refund. He made a note on ticket for the same which I provided to viator as evidence already. Still they denied my refund request (only for my ticket as I never did it. ). First and worst experience with Viator and operator. Based on these rides, I bought tickets to chanknab national park and most importantly it wasted whole cruise excursion day in ******. Never ever book with viator,I would rate worst them. Highly unprofessional company.

• Review fromLance R

  Date: 12/11/2023

  1 star
  This company will stick it to you for sure. They had some good operators, but on the last day of our two-week vacation, we were scheduled to go see the ************ and we were under the impression they were meeting us in the same terminal area as our cruise ship. They had our ship itinerary and knew when we were disembarking in the morning and embarking in the afternoon. While getting off the ship, we received a call of where we were and we said we were getting off the ship. They told us at that time, that we were 30 minutes away from their port and they were leaving us and were not going to give us our payment of $450 back. Regardless. if we had made it to their location, they would have not gotten us back to the ship before it left as their return time was 6 pm and our ship left at 6 PM. We had four excursions planned with this company, but they literally took $450 from us without a blink of an eye. I will never use them for anything again and you would be smart not to use them either. I did submit a complaint with the credit card company while they did an investigation and that was futile as well. Viator is not worth the little bit that they did do right as the last excursion was the most anticipated of the trip. They will take your money and not give you anything in return, but unfortunately, the only justice they will face is by having consumers not use them.

• Review fromSigfredo G

  Date: 12/04/2023

  1 star
  AVOID. Contracted with Viator for under water adventure (Sea Trex) at ******* ****** on November 17, 2023 which is the day the cruise ship I was on docked. Unfortunately the **** Captain ********* of ******* deemed it to dangerous for water activities due to weather conditions (excessive winds and rough waters) on November 17, 2023 and in fact water activities were also cancelled November 18, 2023. So the service I contracted was never provided. I arrived at the ********** where the excursion begins early and was told all Sea Trex excursions were cancelled by **** Captain ********* of ******** I proceeded to have lunch at the ********** and when i finished, again went and asked if it was still cancelled--they replied yes it was definitely cancelled. I have several links to water adventure vendors in ******* that confirm they were not able to operate November 17, 2023 due to **** Captain ********* of ******* which deemed the seas to dangerous for water excursion as well as the link to the daily opening and closing of the port. Per the Viator site when the excursion is cancelled due to weather "This experience requires good weather. If its canceled due to poor weather, youll be offered a different date or a full refund." Since I was on a cruise that was docked in ******* for 1 day, a different day could not be offered so a full refund was forth coming due to said statement on their web site. Well they keep giving me the run around in terms of my refund. I suspect this is how they operate. I have called Viator multiple times and they continue saying under investigation. They say they cannot reach Sea Trex, yet on my one attempt calling Sea Tre I was able to reach a representative of Sea Trex who confirmed that they must follow the directive of the **** Captain ********* of ******* and cancel excursions when the weather is to dangerous.

  Viator, Inc.

  Date: 12/06/2023

  Viator has reviewed the case. The customer made a booking on November 4, 2023 for SeaTrek Underwater Helmet Diving Experience in Downtown Cozumel. The listed rate was USD ****** for 2 people for the trave date of November 17, 2023. Customer called ********************** on November 27 to request a refund on this booking because the activity was cancelled due to weather. As there was no information about cancellation received from the local tour operator, Viator has sent a refund request to the local tour operator.  Customer called ********************** again on November 30 to follow up on the refund request, but there was no response from the local tour operator. Viator agent has advised customer that we will send another refund request to the local tour operator, but customer said not to bother as customer will dispute the charge with bank.  Viator has received a customer's review on this incident on December 4 and has followed up with the local tour operator again. On December 5, Viator has processed a full refund on this booking and notified customer by sending an email to the email address on file for the booking.
  
  Kind Regards,
  Viator *************

• Review fromWilliam K

  Date: 11/23/2023

  1 star
  Trip Advisor is a corrupt, exploitive business whose success is built on lies, deception and intentionally misleading the consumer.

• Review fromKara A

  Date: 11/15/2023

  1 star
  I booked an event through Viator that include conflicting location details and an incorrect address. Because of this information, I missed the booking. Viator refused a refund without providing any acknowledgement of the problem, merely stating that the event was already over which...Obviously, yes. That was the whole issue.

• Review fromAryeh K

  Date: 10/29/2023

  1 star
  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 they denied my request! Shame on this company. STAY AWAY FROM THESE CROOKS.

• Review fromJack S

  Date: 10/28/2023

  1 star
  We spent $100 on tickets to *************** in *********. We never received the tickets and Viator refused to refund our money. We will never use this company again. Wish we had read all the negative reviews for this scam operation first. Viator deserves a class-action lawsuit.

• Review fromDavid D

  Date: 10/20/2023

  1 star
  I used Viator, which is part of Tripadvisor. I booked a tour in ***** . Viator policy states that in the case of poor weather I could get a full refund and should contact the local tour company. It was a kayak tour and it started to rain, and the wind blew. I called the tour company, of which Viator is the platform for tour companies. ************ said tour was cancelled and I would get a refund. Viator is demanding payment anyway.