Featured
Sheila C Ybv

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
|

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

VIATOR WILL NOT REFUND MY MONEY!

Explore video interviews
Advertisements
VIATOR WILL NOT REFUND MY MONEY!
VIATOR WILL NOT REFUND MY MONEY!
I booked a whale excursion in Alaska. My sister also booked a trip, so I cancelled my Viator excursion within 1 hour of booking it! They will NOT send my refund through to Paypal. I've filed 3 disputes and each time, they gave Paypal some B.S. that "I entered into a contract". I even have an email from Viator stating "YOU WILL NOT BE CHARGED FOR THIS CANCELLED RESERVATION" - but still they will not send Paypal a credit so I can get my $716.00 back!!! It has been 7 months!
View full review
Loss:
$716

Preferred solution: Full refund

1 comment
#2322585

Had confirmation ticket for your and showed up to find out I don’t have ticket or room on bus. Wasted my whole morning and was given no refund.

Told me to call your operator. Operator said call viator.

Seems like they get around. Very upset.

Anonymous
map-marker New Orleans, Louisiana

Confirmation of booked trips

Hi My daughter has lost her phone with the booking details of trips I have booked with you. Could you please email the details of the following trips:- Oak Alley plantation and Swamp tour booked for 21/9/23. 2 hour riverboat cruise booked for 22/9/23. Many thanks Michelle Walker
View full review

User's recommendation: My issue was resolved immediately by viator. I would use them again

Mark B Ynb

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
|

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
| map-marker Boston, Massachusetts

Tour Refund

Viator - Tour Refund
Viator - Tour Refund
Viator - Tour Refund
Viator - Tour Refund
Viator - Tour Refund
Original review Aug 21, 2023
I am wondering when this team team will refund the trip that I did not experience? It is supposed to be a APP for experiences!! I have sent numerous emails with information supporting the fact that your APP is incredibly misleading. Even when you goggle your APP is states that you have a 24 hr refund policy. Not only that, your group is so incredibly unorganized. Your team send me emails asking me to review a trip that was cancelled (without a refund). Go figure!! This app is owned by Tripadvisor which is supposed to be a customer experience based company. A company that has recently had quarterly results in the 200 million plus. Your web team should take a look at the APP "Get Your Guide". Their cancellation policy for this trip has a very clear cancellation policy. I tried to cancel a museum trip and canal cruise only to learn "minutes" late that I booked the wrong dates (138 euro). I believe one of the things your organization needs to fix for future guests is where you list your cancelation policy. It is very misleading.- 2 swipes down on your phone. On a holiday, this is very easy to miss...especially after you read your 24 hr cancellation policy when you open the APP!!! Incredibly disappointing and frustrating. I even had a guest service lady on the phone from the Van Gogh museum tell me their team makes exceptions to tickets purchased through their group. Please refund my credit card the experience that did NOT happen. I don't understand how your group and the tour operator can take a commission off a trip for a family that did not happen? In addition, I will unsubscribe to the emails asking for the review of my experience.
View full review
Loss:
$135
Pros:
  • App had all the local attractions and booking was very quick
Cons:
  • Cancellation policy for some trips is incredibly misleading

Preferred solution: Full refund

User's recommendation: book through "Get Your Ticket"

Venicia Kgi

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
| map-marker Marrakesh, Marrakech

We had one terrible day, and one great day, want to write about both

Viator - We had one terrible day, and one great day, want to write about both
Viator - We had one terrible day, and one great day, want to write about both
Viator - We had one terrible day, and one great day, want to write about both
In the UK, I booked 2 excursions with Viator, for Marrakech, Morocco. The first one on Monday, August 7th, for The Majorelle gardens, and Berber museum. The second one for Tuesday, August 8th, for Bahia Palace and tour of the Jewish quarter with private guide. On the internet in the UK, I gave my mobile telephone number, and the address of our riad, and requested that we were collected from our riad. I also printed off our tickets from the internet, and put them in my bag, believing they would be valid when we arrived. On Monday morning, no one arrived at our Riad to take us to Majorelle. We had to order our own taxi, then when we got there, our tickets were not valid, They had to be on our phones. A nightmare ensued, time was running out for us, we only had till 1pm before our taxi returned, an we had already lost an hour, it was 10am by then. We spent another hour getting in touch with the local representative for Viator, he said he would send the tickets, but by 10.30, no tickets. By 11am, no tickets. In desperation, one of the Maroccan workers, said we could ask one of the tourists to buy our tickets. A lovely French couple did just that, we paid £40 sterling to the French people, and got into the gardens about 11.15amI was so stressed and upset, and we did not have enough time to enjoy everything fully, and we had to pay twice!! The extra cost of what we paid equated to: ( £40 tickets, £40 taxi) A refund from Viator is due, plus extra for the stress and inconvenience. That afternoon, I texted the Viator operative in Marrakesh, and asked him to send me the tickets for the Tuesday excursion, plus the phone number of the guide. Nothing came through, so I booked our taxi driver for the following day, for 9.15am so our day would not be ruined. We were eating breakfast at 8.20am, and the Viator guide, Youssef arrived at our Riad, we had a fantastic day with him, I cannot rate him highly enough, showed us so many things, with great explanation. But we reimbursed Abdul, our other taxi driver, 1000 DIR, ( about £105 British sterling) because he lost a days work with us having to cancel him at 9am that morning. I think Viator should refund us that cost as well. In summary, what you promised on the website did not happen properly in Marrakech, no correct communication, and you should have stated clearly on the website that paper printouts of the tickets were not valid in Marrakech This was a special anniversary trip for my husband and I, it was very nearly ruined by Viator! It was a miracle that Youssef turned up! Compensation please Jane Pearson Mobile: 07940 84****
View full review

User's recommendation: Not sure unless we receive compensation for all the mistakes made, and extra cost and stress to ourselves

Daryl D Eoi

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
|

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

Only got half of tour and the alternative tour wasn't good.

Viator - Only got half of tour and the alternative tour wasn't good.
Viator - Only got half of tour and the alternative tour wasn't good.
Viator - Only got half of tour and the alternative tour wasn't good.
We traveled 16 plus hours to be disappointed with our Nairobi Half Day tour to Giraffe center and Elephant Orphanage. The night before the tour we were told the tour was booked and they could give us an alternative park. We'll the alternative tour was the kenya zoo. Who comes to Africa to see caged animals in the zoo ; it was not a great alternative. I called Shedrick wild life and the rep said we been booked since last year and Viator booking is aware. beware
View full review
Loss:
$90

Preferred solution: Price reduction

User's recommendation: The tour needs to be equal in value, and the expectation that Kenya deserves.

Jyoti S Eej

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
|

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
| map-marker Mumbai, Maharashtra

Compensation for cancellation of trip by Viator

Compensation for cancellation of trip by Viator
Dear Team Hope you are enjoying the summer months. Unfortunately, that's more than what can be said for us as our son booked the above day tour for us with Viator from Glasgow. Accordingly, I am constrained to write this email to you with a deep sense of regret,dismay and disappointment to say the least. Our son lives in London and booked this tour with Viator in which we were supposed to visit Loch Ness, Glencoe, and the Highlands Day Trip from Glasgow at 08:00 am on Sat, Aug 05, 2023 1 Adult, 1 Senior GBP £136.02 Confirmation number: 143328**** Booking reference number: 104678**** Amount paid: GBP £136.02/- We were to reach 19,Killermont Street, Glasgow G2 3NX,UK at 07.45 am to start the tour at 8 am. We travelled all the way from Mumbai, India to London and then to Scotland for this trip. We woke up early in the morning to make it to the coach stand on time.We were looking forward to this trip with much excitement & zeal.But,were left in the lurch by literal last minute cancellation.We were given a notice of mere 10 minutes before being told that the tour is cancelled and that the money for the tour will simply be refunded. May I ask if this is what Viator considers fair? As a travel company, surely there are visitors that travel from afar for the purpose of these tours. Should there be no compensation for last minute cancellations? It is on Viator's promise to complete the trip that we make travel arrangements and incur costs. Viator cannot break that promise on the last minute and simply pretend as though the parties never transacted by refunding the price for the ticket.We felt thoroughly let down by Viator,as we had planned this Scotland trip to visit the Loch Ness,Glen Coe & the Highlands. but failed in our endeavour to do so,for no fault of ours But it did not stop there. Shortly after, we were told that there is another trip to some other location,and if we wanted we could be adjusted there for the same price. When the alternative tour bus arrived, we were told that there had been "a counting error" and that we could not be accommodated on this tour as well and were then asked to deboard. Oddly enough, we seemed to be the only Indians who were asked to deboard while everyone else who was affected were allowed to sit as planned. We seriously suspect what kind of show Viator runs and we are sure there has to be equality legislation in Scotland that deals with it. Fortunately for Viator, our son who had made the bookings for us wasn't present at the scene himself, otherwise he would have made sure to collect proof and exposed this blatantly racist behaviour for all to see. We find it appalling that this is how Viator runs its business and how Viator seems to have considered simply refunding the purchase price as a fair compensation to us for the pain and suffering that Viator and it's employees are exclusively responsible for having caused. I have sent an email with attached proof of our booking and our train tickets to Scotland as proof of purchase. I request you to kindly look into this matter and proceed to award compensation to us for no less than GBP 1000 per person , taking the total to GBP 2000, failing which we will have no choice but to seek judicial redressal. Kind regards, Jyoti Sethi
View full review

User's recommendation: Don't rely on Viator booking!

Resolved
ERWIN E Amx

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
| map-marker Pisa, Tuscany

Resolved: DO NOT BUY FROM VIATOR

DO NOT BUY FROM VIATOR
DO NOT BUY FROM VIATOR
Updated by user Jun 13, 2023

Company fixed the issue and I have been provided with full refund. Complaining several times and given bad reviews.

Original review Jun 09, 2023
BR-100057**** Pisa.Never got my tickets. Auto reply-No refund cuz our review, In Pisa ticket office confirmed reservation but said tickets were never purchased. I Lost $180. Thieves!!! I have asked for my tickets even after the venue, but will not responde. Save you money and a headache do not use them
View full review
Loss:
$178
Cons:
  • Bad customer service
  • No response to emails or txts
  • Non reliable

Preferred solution: Full refund

User's recommendation: Do Not USE- u will waist your money

Jessica B Clo

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