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 fromR. K.

  Date: 10/13/2023

  DO NOT BOOK ANYTHING ON VIATOR. WE booked a shore excursion in June, and on Oct. 13th, 4 days before the excursion was to take place, they emailed us to tell us it was cancelled. No explanation for why was given, and no offer to make it right was made.

  Viator, Inc.

  Date: 10/15/2023

  Thank you for contacting Viator customer support. The customer booked a tour on 6/18/2023, 2:54 AM via the Viator website. On October 13 the local tour operator let the customer know via a direct email the tour had to be cancelled as they were unable to operate for the remainder of the season. As such the local tour operator cancelled the reservation 4 days prior to the tour and a full refund was provided to the customer. ********************** is a third-party discounted tour broker who partners with local tour operators around the world to offers tours at a discounted rate. Please note this tour no longer operates past October 13. Viator apologizes for any inconvenience this may have caused. Thank you for contacting Viator Customer Support Team.

• Review fromjenn t

  Date: 10/06/2023

  I would not recommend this company at all!!!!! Terrible company to book tours with! They work with really dodgy service providers in the other countries (our tours were in *****). Booked 3 activities through them - the first one didn't have signage, identifiers and met almost 750m away from the attraction which you had to walk to - making it difficult to go through a sea of people and try to stay with your group. In the end they ended up taking our money and not providing any services. Even viator would not actually do anything to assist us. The second tour booked was rescheduled on the day of last minute impacted our other planned activities for the day (original was to be at **** apparently the tour guide didn't show up that day) and they bumped the tour to 2pm. Then it was supposed to be a private tour (paid just under 300 CAD for that option) and was then yelled at by the operator that private tour was a group of 20 or less. Proceeding to be herded around like cows, treated like garbage and then when asked to turn up the volume because the majority of the tour couldn't hear what was being said the tour rep said it's not my problem. 3rd tour booked (all 3 within 3 days) went well but to actually find where to meet was a bit of a nightmare. Altogether this company received more than $800.00 from us and barely provided ****** worth of services (if you even get any). I would never book with them again.

• Review fromJennifer T

  Date: 10/05/2023

  Too bad I can't leave less than one star for this company. My husband and I recently celebrated our 10th anniversary in Waikiki, wanting to have a memorable evening, we purchased tickets for a sunset cruise that included a complimentary Mai Tai, dinner, and entertainment through the company Viator. The two tickets were $264.00. Upon boarding, there were so many people packed on that boat, that they were practically sitting on top of one another! We sat squeezed between strangers for 20 minutes and never got our Mai Tai, when we politely raised a hand to try and get the attention of any of the servers, they were so overwhelmed that we got no response. We got up and walked off the boat. When the staff asked why we were leaving, we told them it was all very disappointing, and the event was not as described. They made no effort to ask us to stay but instead said, "Have a nice day!"I contacted Viator to ask for a refund and they refused. In fact, Viator did not make ANY effort to compensate us for our loss (purchasing pricey tickets - $264.00 for an event that was not as described, and not receiving any of the advertised amenities that we paid for. NO effort was made by Viator to achieve customer satisfaction! I will NEVER give this company my business again, and I want other potential customers to be aware. *****************************

  Viator, Inc.

  Date: 10/15/2023

  Thank you for contacting Viator customer support. On Friday ***********, 2023 the customer contacted ********************** requesting a refund for their reservation. As such a refund request was sent to the local tour operator. On September 17, 2023 the local tour operator rejected the refund request and as such Viator rejected the refund. On October 15, 2023 the customers complaint was escalated to a member of Viators management team. Viator reached out to the local tour operator once again regarding this refund request and a full refund was approved for the reservation. On October 15, 2023 Viator issued a full refund for the customers reservation and emailed them directly providing all refund details. Viator apologizes for any inconvenience this may have caused and hopes to be of service to you again in the future. Viator Customer Support Team

• Review fromkaren k

  Date: 10/02/2023

  I purchased tickets to an event and within one minute went back online to add one more. They said no there is a no cancelation policy in place. I wanted to add a ticket not cancel. The said adding a ticket is the same as changing a purchase and they said there were no more left to purchase within one minute of the conversation. I also asked if they were a second party selling these tickets and the customer service rep responded no, we are not and we are the company that handles this specific tour. That was a total lie, bad bad business, never buy tickets from tripadvisor or viator....they will not change or refund most of their trips. It is a third party and not a good one. I was stupid for trusting *******.....shame on me

• Review fromJoe C

  Date: 09/29/2023

  They are scammers. I paid 130 dollars for a deluxe suv to pick us up and drop us back off at the airport. They send a mini van. Told me I only paid 94 dollars so they couldn't send an suv. They told my to make up for the inconvenience they will "upgrade" me to an suv. That's not an upgrade that's what I paid for. Then said they will send a limo which they never did. DO NOT USE THIS COMPANY.

  Viator, Inc.

  Date: 10/01/2023

  
  Thank you for contacting Viator Customer Support.

  On September 27, 2023 the customer reached out to ********************** advising the service was not provided as advertised as the car was not provided as pictured. On September 29,2023 the local service provider, Elife *********, advised Viator stating the service was provided as advertised. As such Viator denied the refund to the customer.On September 29, 2023 the customer reached back out to ********************** requesting their refund, as such a secondary review was done. On September 29, 2023 Viator determined the local operator did not provide the service as advertised and aa such, Viator issued a full refund back to the customers card used to make the reservation. On September 29, 2023 Viator emailed the customer directly providing their refund details.

  Kindest Regards,
  Viator Customer Support

• Review fromOlrik R

  Date: 09/18/2023

  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.

• Review fromNeil S

  Date: 08/31/2023

  Our cruise ship couldnt depart due to weather conditions. Our first stop was Naples and at the last minute they decided to switch days to Naples since we had to stay at port. Upon checking with Viator or a reschedule or refund, I was told neither was available. Now here we sit in ******, and paid 500 dollars for the Pompeii and Capri Island day trip yet they were not accommodating at all given we can control the weather. We should have been given an opportunity for rescheduling our tour and if not, we should get a refund. 500 dollars to be here to sit on the ship. Absolutely unacceptable. Plus we have 4 other bookings with them and they didnt care. Not the kind of customer service youd expect, let alone my collective spend.

• Review fromWanda S

  Date: 08/29/2023

  In March 2023 our family purchased tickets to the ****************** in **** ***** for August 2023. On August 1, 2023 we received an email with a PDF link for tickets for this attraction. When we tried to access the tickets on August 4,2023 the link to the tickets took us to the Viator home page not to tickets. We tried to contact the ticket supplier, **** Tours, that day but they have never responded. The ticket agent at the attraction site also tried to access our tickets for us without success. When we arrived home we contacted Viator by email and phone and they are refusing to provide us with a refund! We spoke to several Viator agents and were told that they will not provide a refund because **** Tours paid for our tickets and provided them. They will not acknowledge that the link to tickets was faulty! Our research shows that Viator has a history of not providing the services purchased and refusing refunds. We will never book or recommend they to anyone!

• Review fromMark R

  Date: 08/28/2023

  After canceling my tour and receiving confirmation from them and assurance I would be charged they charged me the full amount and are refusing to issue a credit.

• Review fromWindy F

  Date: 08/25/2023

  ************** / ******************* and ********* tours - operated through Viator and ************** 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 **************. I was told, sorry you didn't like the experience, but too bad.The summary: We were a party of 2 stuck in a 14-passenger van with a nightmare party of 12 with a guide, *****, who just yelled and screamed and cussed right back at them. We missed the Golden Gate scenic outlook because ****** 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. ***** called them while driving and complained about the nightmare party of 12, the party of 12 also got on the phone and complained to *****'s boss. While my son and I sat there in uncomfortable silence.