Viator
Reviews and Complaints
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Verified Reviewer
Not seeing item purchased on Viator site
I placed an order and never received confirmation. I called to resolve and found that I used an incorrect email.
It was corrected.
I did get confirmation of purchase. However, it still does not show in the Viator app.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerNot seeing item purchased on Viator site
I put the incorrect email on my original order. I never saw the order.
I called in and rectified the problem (corrected email). I got the order; however, it is still not showing up in Viator.
- Ease of booking
- Ease of booking and detail
- None functioning site
Preferred solution: My order to show up in Viator
User's recommendation: Reach out for assistance
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |
Rome, Lazio
Lied to us and did not even complete the agreement of the tour
The female tour guide that took us through the Vatican Museums and Sistine Chapel was very informative. The problem is not with her, but rather with the tour company and Viator.
I will likely never use this company again, and I will make sure that I tell everyone that I work with in the travel agency to never use them again. I talk with thousands of customers every year, and I will make sure none of them book with this company because of their dishonesty and their failure to provide an accurate description of the tour and a fair refund when they could not fulfill the full description of the tour. I have screenshots of everything, yet they lied, manipulated, twisted things, and denied things even though I had screenshots of the description of the tour that I booked. They decided to do a bait and switch at the last minute and tell me that priority entry to Saint Peter's Basilica was not included, even though the description of the tours clearly stated that we would get priority access after the Vatican and Sistine Chapel.
I went back and forth with two incompetent and dishonest agents, one at the tours company and one at Viator. Even though I provided them with the screenshots showing that I was supposed to get priority access to Saint Peter's Basilica, they continued to say the description does not say that. I continued to send them the same description, highlighting what was promised, yet shockingly and incredibly, they continued to act like they were blind. We came 6,000 miles to go into Saint Peter's Basilica, and we did not get to go to the Basilica.
When we went outside, there was a line thousands of people long in hot weather. With my disability, we would never be able to wait two hours in line. This is why the priority access was very important to me and the only option to enter. So we did not get to see St.
Peter's. Refund about $13 a person even though we spent hundreds of dollars on the tour.
The only thing that was supposed to be excluded was the Papal visit at 7:30 AM since the Pope was on vacation. Going with the company that is so dishonest and does not give you a proper refund is a big mistake, and do not go with the company that lies and causes severe stress, especially for disabled people.
- No pros since they lie and misrepresent what they sell
- Lie and misrepresent what they sell and do not give fair compensation
Preferred solution: Full refund
User's recommendation: Book somewhere else. Do not let Viator ruin your vacation.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerHotel pick up is very important for me
My sister and I enjoyed our trip in Osaka with our tour guide Ben with excellent knowledge of Japanese culture, history new trends. He taught us how to commute on train and we successfully managed to get to Higashiikebukuro area to our hotel , daunting but satisfying.
Its a great adventure for us when there is a language barrier and being in Japan for the very first time. I say ARIGATO Japan
- Very good
User's recommendation: Best service from VIATOR
Los Angeles, California
Trip was cancelled without informing us Want a refund
Want to talk to a human, which you make very difficult.
- Already explained
Preferred solution: Full refund
User's recommendation: Don’t use Viator.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |
Paris, Paris
We are scheduled to be picked up and driven from our hotel to
Our luggage was lost and we had to report it. The provider claimed he called 4 times but we have no evidence. He also claimed that he waited 73 minutes.
A driver also provided by your firm was 17 minutes late because of traffic.
In the first case, we had to pay for the missed pickup and found our own transportation.
In the second case, the driver offered his apology.
How can the two be reconciled?
Refund
Its going to rain during my boat tour and I canceled with the tour operator and they agreed to a cancellation however there was no refund. I was calling to ask for a refund.
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Verified Reviewer |
Spokane, Washington
We are scheduled to be picked up and driven from our hotel to
We should not be charged full fee since it was not our fault that our luggage was lost and the driver misrepresented the amount of time that he waited and the number of calls that he claimed to make to our phone number.
User's recommendation: Sign up with a different service.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |
Chicago, Illinois
Unable to find the meeting point for the segway chicago tour
Please reconfirm with the local guide about the location. As in my case, the location for the meeting point was wrong on the Viator confirmation email.
There is no response from the local tour guide, so we are waiting for the next tour, which has to be rescheduled. As per the location provided in the Viator voucher, we followed the map and reached the Post Office building. Unfortunately, this is not the pick-up point, so we have missed the 10 o'clock Segway Tour.
- Helpline number was able to help partially
- Its difficult to find the location especially for tourist
Preferred solution: Deliver product or service ordered
Carleton Place, Ontario
To credit the guide of the tour we went on
On 25th of August 2025 my wife and I went on a 9-hour tour in Denmark with Viator. The on-line arrangement beforehand were well organized.
We were picked up at our hotel on time and with a clean Mercedes bus that could accommodate 16 passengers. The seats were comfortable, and it was easy to see out the windows. The driver, Rene, who was also the tour guide was well-informed of the area and spoke excellent English for us non-Danish speakers. His mannerisms were relaxed with that great Danish sense of humour.
On returning he accommodated passengers who wanted a different drop-off point. I would recommend this company. .
. .
User's recommendation: Good efficient service
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerNo refund
No refund ,, the tour was cancelled,, I did not receive my refund,, *** service ,, I do believe they do not want refund your money,, we will never use this company again
Lack of meeting information detail
We scheduled a tour for the Buckingham Palace and were to meet at the "Canada Gate". There is no clear marking what this gate is and the staff around the palace did not know either so we missed the tour.
We did try to call to get information but it was too late.
I did get an email with a picture of the gate after we were supposed to meet...had I gotten that earlier we would not have had an issue. They would not refund us.
User's recommendation: Make sure you are clear on meeting place.
New York, New York
Question about existing your
Did not get my admission tickets to one world for New York City walk tour , but my tour is include 2 admission tickets . So ,
- Easy to book
- Hard to contact when issue happens
Preferred solution: Price reduction
Cancel booking on 10/1/25
we must get ready for our trip and do not wish to be rushed so we think this was a poor decision to book this
User's recommendation: good tours
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerMissed tour
Arrived 20m early spoke to a tour leader who advised we are on next tour and to wait at at this location. Tour actually left from another location.
As not booked directly with tour company nobody wanted to know us.
Viator impossible to contact. Don't use a third party and DEFINITELY not this mob.
- Big company
- Not able to contact
Preferred solution: Full refund
User's recommendation: Go elsewhere
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