Most helpful review

How do you contact Viator?

1.0
I am very frustrated at not being able to phone or email Viator despite their website saying you can 'call or email 24/7'. No phone number is listed on the website and any email contact is only through pre determined drop down selections. There is no facility to write...
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22 comments
#1739964

I also wish to complain formally about Viator cancelling at the last minute a trip I had booked in Istanbul, Since this required advance approval with submission of passport information for security purposes, it was impossible to rebook at short notice. My main reason for going to Istanbul was to visit the old Jewish Synagogues.

So the trip overall was most unsatisfactory. And Viator gave no reason whatsoever about why the trip was cancelled. Only that they had cancelled it- and offered money back.

With earlier notification, there were other companies offering the same tour. I will not book with Viator again.

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ID
#999645 Review #999645 is a subjective opinion of poster.
Service
Viator Customer Care
Cons
  • Customer service
  • Customer care
  • No phone contact number and inabiity to contact viator directly
Reason of review
Poor customer service
Loss
$275
Preferred solution
Full refund

Excellent service

We lost a booking confirmation and after sometime on the phone the agent found the booking and could resend it to us. The approach and service were great! Thank you, this makes our trip much more comfortable!
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#3834498 Review #3834498 is a subjective opinion of poster.
Location
Rotterdam, South Holland

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Verified Reviewer New Reviewer

Nobody showed up for our trip

1.4
Viator - Nobody showed up for our trip
The phone on the confirmation Is shuttle central and shuttle central said that they never received the hotel to confirm the transportation. AND when you called Viator they said that you must call the tour operator. AND at the end no one wants to be responsable. Only on 48 horas i Will know a Solution.
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ID
#3833983 Review #3833983 is a subjective opinion of poster.
Location
Playa Del Carmen, Quintana Roo
Pros
  • Easy booking
Cons
  • Failure to deliver what was booked and paid for
  • Bad customer service

Questioning charge

Cant reach anyone by phone or online to see about what I think is an overcharge!!! I will NOT PAY for the information!!!
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ID
#3831822 Review #3831822 is a subjective opinion of poster.
Location
Bloomington, Indiana

It takes too long to cancel an order

2.0
Operator is too slow xyzxyzxyzxyzxyzxyzxyzxyzxyzxyzxyzxyzxyzxyzxyzxyzxyzxyzxyzxyzxyzxyzxyzxyzxyzxyzxyzxYzxyzxyzg

User's recommendation: Get it done faster.

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#3828772 Review #3828772 is a subjective opinion of poster.
Location
Dallas, Texas
New Reviewer

Our schedule and tickets

1.0
Unprofessional and poor customer service representative told me that theres no supervisor currently during operation when I asked to speak with a supervisor how do you put on hold for an hour and a half still

User's recommendation: Educate and train representative to communicate.

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#3828172 Review #3828172 is a subjective opinion of poster.
Location
Athens, Attica

Confirm pick up

1.1
The car that was sent both ways was too small for 4 adults with a wheelchair They rushed us at the end. Overall terrible. Return driver was only good part. He was social and accommodating to our needs.

User's recommendation: Will not recommend.

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#3816167 Review #3816167 is a subjective opinion of poster.
Location
Camberwell, England

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Verified Reviewer New Reviewer

I called and spoke to representatives and my trip was canceled

1.0
Viator - I called and spoke to representatives and my trip was canceled
Viator - I called and spoke to representatives and my trip was canceled
I booked with live Agent that told me it was available yet my trip was canceled ruining my children vacation. Saying it wasnt available and I have not received a refund for your mistake. I need a refund and some kind of compensation. This is terrible
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#3814580 Review #3814580 is a subjective opinion of poster.
Location
Marikina City, National Capital Region
Pros
  • Totally unreliable
Cons
  • Unreliable
Loss
$380
Preferred solution
Full refund and a credit or free excursion
New Reviewer

Cannot reach a customer service representative

1.0
There is NO CUSTOMER SERVICE REPRESENTATIVE TO SPEAK WITH ABOUT CHANGES. 100 symbols for what reason

User's recommendation: Post a visible toll free customer service phone number.

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ID
#3813815 Review #3813815 is a subjective opinion of poster.
Cons
  • Lack of us contact
Preferred solution
Changes done

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Verified Reviewer New Reviewer

Change reservation

1.6
I didn't want to cancel my reservation I just wanted to change the dates & they didn't even allow me to do that.
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#3813416 Review #3813416 is a subjective opinion of poster.
Location
Lubbock, Texas

Reservation keeps saying that the price changed

5.0
My agent went above and beyond to put up with a very upset woman who was at the last leg of trying to get this reservation to go through. He made it happen all done I'm so happy
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ID
#3804181 Review #3804181 is a subjective opinion of poster.
Location
Santiago De Cali, Departamento Del Valle Del Cauca
New Reviewer

Waiting for a refund due to covid 19

Viator - Waiting for a refund due to covid 19
Hello, My husband got covid and we try to cancel 24 hrs before the service. At that time it was impossible to contact costumer service. I was hours on hold paying for international phone calls. The tour operator in Athens didnt help. Your answer is unacceptable do to the difficult situation. Waiting for you to reconsider the event. Thanks, Valentina Pereira
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ID
#3802965 Review #3802965 is a subjective opinion of poster.
Pros
  • Ease of booking
  • Very slow and super long holds over the phone call
Cons
  • Too difficult to get help over the phone
Loss
$480
Preferred solution
Full refund

Need to change reservation info

4.2
No all seems ok now, we had to change our flight & accomodation due to canceled flight so to make sure we made our connection. I believe all is ok now, we will soon see on arrival at Sydney airport.

User's recommendation: Ok.

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ID
#3791527 Review #3791527 is a subjective opinion of poster.
Location
Manfred, New South Wales

Travel Agencies Expert Talks

Vacation Rentals: Refund, Cancellation and Safety Tips

Nov 6, 2020

How to find proper vacation rentals? Can you cancel and refund? How not to be scammed with a vacation rental? Mary Branum, a vacation rental expert, shares tips on how to refund a vacation rental and what to do if you have issues with renting.

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Mary Branum
Mary Branum

Mary Branum is a vacation rental expert, owner of Galveston Island and President of STROAG.

Terrible experience, what a waste

1.0
Cancelled last minute without notification and no other plan. Wasted the whole day and money. Will not again
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ID
#3789273 Review #3789273 is a subjective opinion of poster.
Location
Vancouver, British Columbia

Double charge

4.7
During booking the small group tour to Salzburg payment didn't go through therefore I used another card, so in credit card statement showing the charge of 705.96 that was an error at the time of booking, apparently Viator rejected the payment, but the charge still is on credit card statement. Viator rep per my request sent an email saying the charge was rejected and further i will contact the card to reimburse the money.

User's recommendation: I highly recommend all customers book their tour through Viator.

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#3787414 Review #3787414 is a subjective opinion of poster.
Location
Los Angeles, California
New Reviewer

Refund requested for COVID tour canceled

1.4
Viator - Refund requested for COVID tour canceled
From: "Customer Care [Viator]" Date: July 14, 2022 at 7:43:06 AM EDT To: v16pereira@***.com Subject: Refund Request - Viator Booking BR-89747**** [ ref:_00Dd0gJSL._5006T20IOLn:ref ] Hi Valentina, Thank you for your patience as we looked into your refund request. We regret to hear about the circumstances surrounding your cancellation. Viator strives to make every attempt to address our customers' concerns. Unfortunately, the terms of this booking do not allow for cancellation at this time and we are regrettably unable to offer a refund. Regards, Rosalyn Viator Customer Service
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ID
#3784307 Review #3784307 is a subjective opinion of poster.
Service
Viator Tour
Pros
  • How easy it was to book the tours
Cons
  • Not enough information on the actual booking
  • Bad costumer service
Loss
$480
Preferred solution
Full refund

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