Viator: Tours & Attractions Customer Service

Viator: Tours & Attractions Positive Reviews

Wonderful Trip to Paris and LondonI booked a trip for four days in Paris and three days in London. Since it was such a short trip, I wanted to be able to cram as many tours as possible into the seven days. For Paris, I had booked a walking/boat tour of the city, a tour of Versailles, a bus trip trip to the Loire Valley and a guided tour of the Musee d’Orsay. It took a lot of planning to be able to accomplish all four tours because some were only offered on certain days of the week. By using the app to flip back and forth between tours, I was able to schedule a tour for each day in Paris. While in London we took a walking/bus/boat trip of the city and a bus tour to Windsor/Bath/Stonehenge. The last day in London was spent shopping and we saw a play in the West End. I booked all but the theatre tickets through Viator. I had my tour tickets in my Apple Wallet and also carried a printed copy to the starting point of each tour. All went very smoothly and seamlessly. They were all booked about six months in advance and I had all the confirmation info in plenty of time for the trip. Great customer service and a great app..Illinifan60076Version: 10.4.0

Worst app for tripsThis is the worst app for planning trips. Their policy only protects the tour companies, cancellations are impossible and refunds are impossible. They collect all your money and provide no service. They don’t vet their suppliers so the service is horrible. 2 times the supplier did not show up at all and told aviator that I didn’t show up so they did not refund me said it was my fault. Second time cancellation was 4 days ahead of time they said it was too late and collected $1500 for doing no work. The suppliers are rude and ruthless liars. Visitor support is incompetent and impossible to deal with. Absolutely the worst trip app experience. I have reported this to customer care and they said “deal with it” and kept copy pasting the same answer refusing to escalate to a manger. Awful customer care..Renny13Version: 8.1.0

Easy, convenient, and reasonable prices!!I absolutely love Viator. It’s simple and easy to book any activity around the world! It gives you an opportunity to experience things that you’d otherwise may not be able to do or if you are able you’d pay way more money than you needed to pay. And it’s tax free so the prices you see are the prices you pay. I will always use Viator anywhere and any time I take a trip anywhere! I love that they also offer hotel pick up and drop off as well as the option to meet at a meet point if you don’t want a hotel pick up and drop off. The guides are always kind, friendly, and very informative about whatever activity you are doing. I give them a 9/5 star review..Dimya H.Version: 10.7.0

NZ Mt Cook Lake TekapoYes the Mt Cook/Lake Tekapo day trip from Christchurch is stunning and not to be missed. However, I do have to give a big two thumbs up to Viator. I booked this trip at the last minute during high peak season. They were able to squeeze my son and I in. They were in constant communication and very responsive to emails in arranging a pickup point as we were not staying at a hotel. On a 13.5 hour bus trip you need a great tour guide and Anuj was more than that. He kept a great schedule to ensure everyone had sufficient time at all the rest stops/scenic spots. He even dropped some of the passengers to late eateries when most places were closed when we returned to Christchurch..FhjfxhyjVersion: 12.7.0

Disappointed and not happyWe expected the driver to be waiting for us as we arrived at baggage claim. What we got was someone we had to call looking for him. With no answer so we called Viator who never picked up the phone as we stayed on hold for 25 plus minutes. Hung up and called the driver again who picked up the phone and said he was going to be there in 5 minutes. 5 minutes turned into 20 minutes. We were on our way to a taxi when he finally showed up. We ordered a car to make getting to the hotel easy. We did. It pay to have to wait or for a company that never answered the phone in an emergency!!!! Shame on Viator for not being there for us while we were in a foreign country and hiring drivers who did not realize he should wait on us not us wait on him!!.Jojo7240aVersion: 9.5.1

Great website for planning a tripI find Viator is a great tool when planning for activities on a vacation. Since finding the site, my wife and I have been able to fill our trips with lots of different things to do, that we would have otherwise missed. I love that it allows us to book tours and other excursions ahead of time so that we can plan our day around them. We no longer find ourselves wasting time looking for tours, only to learn they are full or that we’ve missed the last one. It’s a handy app to have no matter where you’re planning to go..Warhmmer209Version: 12.1.0

So little time but with our amazing guide we fit it all inWe only had a few hours on our cruise ship stop in Ephesus and we wanted to see as much as we can. Lutfi, our host made sure we saw what we wanted without feeling rushed. We went to Mary’s house, a full tour of Ephesus and St John’s Basilica. Everything was taken care of, extremely informative and we loved the history lesson we had from such a knowledgeable guide. We highly recommend using this tour guide any occasion whether you have just a short time or days to explore..Uta riderVersion: 12.5.0

Not user friendlyWe used this app to book 2 tours on vacation recently. It was nice to see the options in the area but once you book the tour your have to type the tour name back in the regular search to see the description again. That’s super annoying. Also the chat function is confusing. You have to click on “Contact Support”, as if there is an issue, and then one of the options is to talk to the tour operator. Even with my notifications on it wouldn’t tell me if they sent me a message, I only knew through my email. Overall it all worked out though. Once you know how to work it it’s okay it’s just not used friendly..WienerpantsVersion: 12.0.0

Customer ServiceWhen I needed to change a reservation to a different date which was already fully booked the customer rep went way above what I would consider the normal call duty to help me clean up my mess. It was the best customer service I have ever gotten in my life & I am 80. Helped me get the Viator app & 10 % discount for nearly identical excursion on date I needed. Stayed on phone with me every step of the long complicated process. The app is also very user friendly..First Time Apple Product UserVersion: 8.4.0

Excellent Star TourMy wife and I took the astronomical tour on a moonlit night. We were concerned that we would not see the stars. Despite this limitation Patricio had vast knowledge of astronomy. We were able to see stars and planets from the southern hemisphere that were not visible with the naked eye using his telescopes. We highly recommend Patricio, he not only knows his stuff, but he loves to show and teach about stars, the southern firmament, and the cosmos..EacanoVersion: 12.1.0

Service is good, app is positively awfulThe app UI and overall experience was designed by a team that really doesn’t get it. They don’t understand how people travel and I don’t think they themselves travel. That’s the only way I can make sense of it. It’s like if some people decided on a Zoom meeting that “we think hypothetical people travel like this”. Notes and itinerary are hidden once you purchase the ticket. Why? Annoying, cluttered, and useless screens and information that adds little value. Difficult to search inside a location. Trying to find something you saw earlier inside a particular city? Good luck. Difficult to figure out how to contact tour operator. No obvious notifications in-app when tour operator contacts. I could keep going. I’ve had great experiences with Viator but the app was clearly designed by a committee..Z10511Version: 12.7.0

Turks and Caicos vacationIf you don’t know , this island can be expensive , but with this app I found all the amusement i was interested in for a very low exciting price so thank you so much for being so convenient towards my fun factor and my wallet. Also I earned some dollar rewards towards my next purchases. That’s Awesome , I’m enjoying this app and taking full advantage for my future adventures. 👍👍👍👍👍.Bone OTSVersion: 13.3.0

Searching Is FrustratingViator has many wonderful tours and the checkout is easy. Their search engine doesn’t work well when you want a specific type of tour n a specific city. Also, when you have a search and check for more info about a tour, and then go back, it brings you back to the top of the list..NewbieCHVersion: 11.7.0

Excellent value!I have used this company in the past when I’ve visited Australia and have enjoyed myself immensely. They are dependable, informative and safe. I booked a couple Blue Mountain bus tours with stops at caves and a wildlife preserve. Just amazing! I am now using them for a few sightseeing tours in Paris and will review that trip afterward. Great value and less headache then arranging everything on your own. Enjoy the world!.Fly'n hi!Version: 10.7.0

Awesome Barcelona tours/activitiesEven with spotty WiFi/cell service while traveling internationally, I was able to book with no issues! Park Guell/ La Sagrada familia tour, a paella cooking class, flamingo dinner/show. Each place had our name info, emails and confirmations were flawless and the shows/ tours were outstanding! I will not hesitate to use again, for research and for booking! Thank you..Desdamona77Version: 12.0.0

RomeI have found Viator to be an excellent source of information and very easy to use. I am in the older generation and some technology is hard to use! But, Viator is user friendly with many tours to choose from. Their explanations are easy to understand and the variety is great! It helps to make for a special vacation!! Many thanks to Viator..MrfJafVersion: 11.5.0

Great company!This company is great! User friendly, tons of activities to choose from, tons of details on each activity with a clear meeting point. Plus, it’s very affordable if you are traveling on a budget or looking for something cheap. In addition, you have 24 hours before event to cancel for full refund. The only thing I wish they had was more times to choose from..SassybouVersion: 11.10.0

Viator is trustworthy, credible and reliable!!Viator is trustworthy, credible and reliable. I booked 4 different excursions with them and all of them went perfectly and smoothly….and actually….happened. Yay!!! I did need to cancel one of the events because of personal reason and the cancellation process was easy and quick! VIATOR ROCKS!! I will use them on ALL my world travel!.G&E AdventurersVersion: 8.8.0

Always book with ViatorI’ve been on several tours thst I booked with Viator. The prices are fantastic and the tours are second to none! My tours have been in Dublin and we have two more planned for Edinburg. No matter where I go, I’ll always plan my tours with them. I swear I have no affiliation with them and I’m not trying to advertise. They’re just the best!.BrdsdsdVersion: 11.11.0

Excellent tours !We have used Viatour for five years now and we have never been disappointed. Tour guides are professional , friendly and knowledgeable. My only concern is some of meeting spots are difficult to find. It would be great if they could charge a little extra to pick up at a hotel in larger cities..BJA MarcoVersion: 11.5.0

Lots of optionsViator is easy to use, offers lots of sightseeing options and cancellation policy is great..OmaA58Version: 8.7.0

Quick and easy!!This is such an easy app to use! Thank you!.Chintzgirl12Version: 13.4.0

Technical difficultiesI am having difficulty seeing my bookings on the Viator app. When I want to follow the link, it doesn’t connect. Other times it tells me I have no active or past bookings. It also has difficulty accepting my credit card payment. It is not easy to get help for these issues. Please reply. Thank you!.2024 -safe - travelsVersion: 13.4.0

Ease of mind while on vacationGreat selection of activities to do in every city we have travelled to. Easy to book on the App and the tours always deliver a top tier experience. It is the only tour operator my family and I now use..GwesepVersion: 13.3.0

Very reliable and good quality among different countriesI have been travelling and doing tours with Viator in Thailand, Mexico, and now Vietnam. I like them very much. They are very reliable and they have a very good selection of guide and they are well organized and take very good care of the customers regards, Vincent..Vincent SabourinVersion: 13.3.0

Great Deals!Loving it..Saqib_RVersion: 12.7.0

Great but…The offline tickets don’t really work. I had to open my roaming data on in order to have acces to my tickets . I have some issue with the log in. i had to go to my email app and it is sign in on a browser webpage instead of going back to the app.NangpascaleVersion: 13.1.0

Easy to useWhen travelling abroad, Viator is a great service and easy to use when wanting to visit all the important destinations..SavageNESVersion: 12.3.0

DiversitéViator nous propose toujours une vaste gamme de produits offrant diversité de prix, de types, d’intensité ou centre d’intérêt. Merci.JKing$64Version: 11.9.0

Fast and easy bookingFast and easy booking. Very good so far..AirojbVersion: 11.8.0

Easy and SimpleSo easy and convenient to use. Manage all my bookings on my app, very convenient especially when booking multiple tours..JassertonVersion: 8.8.0

Apple wallet not working.Cannot add to my apple wallet the tickets.OakvilleadvisorVersion: 11.2.0

A bit convoluted.This app was a little bit difficult to get into, and to set the correct currency..BlingynanaVersion: 10.3.0

Great aptEasy to use, you’ll find a tour for everyones taste !.Dgreat95Version: 8.5.0

Great appGood selection of tours. Must have for travelers..Smithaa1Version: 5.12.0

One way transferNot sure why I was required to fill in round trip transfer information when I only requested a one way transfer. It leads me to believe I will be charged for round trip.Mbj to riuVersion: 8.5.0

Email address field not editableLooks like a bug..ThomasthegreekVersion: 8.4.0

Eiger and Jung FrauThis breathtaking excursion began st a convenient location in Lucerne.We met our very pleasant informative guide and our pleasant courteous skilled driver near the Central Station at the designated time. We spent a bit of time in Interlachen .then headed into the mountains for breathtaking views of the Alps and beautiful villages. Our only criticism is that our party of 8 were left on our own for half the tour while the remainder of the group went to the top of Jung Frau.We were given the option to upgrade but the additional cost of 92 Swiss Franks per person was something we could not entertain.Perhaps separate the groups and have a second guide.As the organizer for our party of 8 I found it stressful to board the right train ,get off at the proper stop and then find the designated hotel to meet our driver. All in all an incredible day in Switzerland.A highlight of our trip for sure.Mona from CanadaVersion: 5.6.0

App CrashingThis is a pretty good app for the traveler. It does load slowly - but once running it can provide lots of info. I have booked two tours with Viator and they show in the app. However when I try adding the bookings to Apple Wallet - the app crashes. Looks like it needs some updates..NW407Version: 5.12.0

Wallet support doesn’t workSelecting ‘Add to Wallet’ causes Viator app to crash. Voucher doesn’t get added to Wallet. The rest of the app is fine..HankflamankVersion: 5.12.0

Easy to useApp was really easy to use and tie in to TripAdvisor is great.MmeechanVersion: 5.12.0

Love ViatorThey have never let us down..DaveemeryVersion: 5.12.0

Won’t load to my WalletWhy can’t my vouchers load in my Apple Wallet???.MamaonstilettosVersion: 5.12.0

Great APP but will not load to apple walletThis App and associated web site provide a great service. We are in the middle of a three week Italy adventure and we booked most of our excursions through Viator. The app and website work well together. It is very easy to download your vouchers and manage your bookings. We had to cancel one booking and it was no problem. The only complaint we have is the apple wallet feature does not work. We tried it multiple times and it will not load our tickets to my wallet. Not really a big deal but it would be handy if it worked. Brent Sherwood Park, Alberta, Canada.Golfkahuna44Version: 5.12.0

Love it!Viator makes the most of every trip! Only reason it isn’t a 5 star is that’s it’s been crashing whenever I try to add vouchers to my Apple wallet. It needs a fix!! Otherwise it’s the best vacay pimping outfit you’ll find!!! Love it!.Prof PinkbellyVersion: 5.12.0

Free International Money Transfer 💸Enjoy high maximum transfers into more than 20 currencies while saving up to 90% over local banks! The cheap, fast way to send money abroad. Free transfer up to 500 USD!AdvertorialVersion: 13.4.0

Viator: Tours & Attractions Negative Reviews

Pre booking is scamWe use this site all the time and they are great site to use for your trips and we’ve never have had any problems until now. We pre booked an excursion for 12pm on a Wednesday which meant we needed to cancel by 12pm on Tuesday to get our refund. We had something come up on Wednesday so we weren’t going to make the 12 pm Wednesday, so I tried to change our time to 10am Wednesday, but I never got a confirmation email saying that it went through. I decided to cancel the entire tour at 11:14am on Tuesday because I didn’t want to loose out on $290. I was told I would be refund the $290 in an email but I wasn’t refunded. I called and they told me my attempt to reschedule actually went through and would have needed to cancel by 10am on Tuesday to get my refund per their policy. I asked why I didn’t get and email about the change or why the tour operator didn’t send me a message about the change in time and they said they may have been a glitch in the system. I sent them pics of my email and what the site showed as I canceled showing I would get a full refund with no cancellation fee. They still said they wouldn’t give me a refund per their policy. I think they are great site and I still trust them to book all my excursions, I just will never pay for booking since I now believe no matter what you will not get a refund if you you have to cancel. They definitely value their money over your continued business..#free the bar code scannerVersion: 10.0.0

Avoid - Dishonest Business PracticeUpdate- they did respond and asked for a private message. In the end they still did not honor their policy. Just said it has been reviewed and no refund allowed. GLAD I PAID WITH VISA AND NOT DEBIT CARD SO I CONTESTED THE CHARGES AND GOT MY $& BACK. —- I was directed to them via the IHG Hotel site to arrange transport from AMS Schiphol airport to our hotel in Amsterdam. The app requires an answer for all forms of transport including: picking a hotel from a long drop down list of hotels in random order, from hotel to airport, arrival flight info, departing flight info, arriving and departing rail info, cruise information. I immediately contacted them to either understand or correct what was communicated with me. Pretty quickly I got a reply with a link and she guaranteed we could arrange the transport. The link went back to the exact same app to create a new booking. I sent my booking and confirm number and informed them that I already booked it but the app messed up to pick up location. Her response was to cancel the booking and by the time she did that I was less than 24 hours away and informed me that I could not get a refund. So when you try to use them and the scheduling looks complicated. Be forewarned they will use it to get your payment and leave you standing at the airport needing to arrange transport. NOT a good way to start a vacation.Noisy apartmentVersion: 11.8.0

Be wary and do your researchI used this app for the first time in my trip to Hong Kong to see Victoria Peak via tram through iFunTour Travel. While the app itself is nice and slick with integrations with WhatsApp business support chat, in-app chat, and Apple wallet ticket integrations, please be wary and do your research first to avoid overpaying and lack of organization/recognition. I understand apps such as this have surcharges to make money, but I did not have an option to choose a senior option and was ultimately charged more than 3.5 times the price if I were to have just bought it at the venue itself. In addition, the in-app chat operator was unresponsive to departure location . Viator WhatsApp business support was very responsive and directed me to a local number to call (I wish they knew exactly the location without me having to call). However, this provided local number was unresponsive before the departure time and we ended up meeting at the venue and showed them our viator tickets. The attendants and I spent 15 minutes trying to figure out the reservation as they did not seem to recognize the Apple wallet barcode. I had to show proof that I literally overpaid before they let us on. Overall, I’m pretty humbled by this experience and will be more wary of Viator in the future ..Martialm0nkVersion: 10.0.0

Tickets not right in the appIn the app, it says ‘click here’ for your tickets… but what is presented there were not always the real deal (your tickets), beware… this could cost you (like it did us). The app needs work to eliminate that button if real tickets for a purchased excursion are not available through the app. Furthermore, customer service is not willing to work with you if you have issues related to this… They are heavily in their vendor’s favor in transactions and will pawn off any customer service issues that need escalation to a team you’re not allowed to speak to via phone… instead they’ll ‘email you back shortly’, and then tell you ‘sorry we can’t do anything for you’ and ‘we won’t look into this matter or consider your issue any further’, even if they acknowledge that there was an issue caused by the vendor’s negligence. I actually had Viator customer service tell me that I should’ve done a better job of discovering the vendors error ahead of time, which I then could’ve reached out to the vendor to get fixed before I arrived in another country to enjoy the excursion I bought! So basically, their tactic was to put the issue on me for not catching and correcting their vendor’s error… sooner. 👀 Avoid this app..MommaSuperstarVersion: 9.0.1

Avoid at all costs!Viator works fine as long as everything with the tour company works, but it becomes an immensely frustrating experience as soon as anything goes wrong. I tried to cancel a tour after the tour company changed the date, and even though I was comfortably within the 24-hour cancellation window, Viator made it extraordinarily difficult to get my money back. I reached out to their support chat and didn’t hear back until the next morning, and each time I sent a new message, it took a while to get a response, each one of which seemed to be from a different person and inaccurately described the situation. The tour company itself ultimately decided to honor the cancellation policy, but Viator played no part in getting this result and basically left me to deal with it myself. By contrast, I used GetYourGuide last year and when I needed to cancel a tour for personal reasons, they responded immediately and offered to give a partial refund (even though it was completely my own fault that I was canceling). I see absolutely no reason to ever use Viator again..Adam188Version: 8.8.0

Inconsistent CommunicationI downloaded this app to help me plan my vacation to a Hawaiian island I hadn’t visited before. I booked 3 excursions and was getting follow-up emails from 2 of the 3 providers via Viator. I checked the reviews for the excursion I wasn’t receiving an email from just to make sure there wasn’t any ‘surprise’ info I wasn’t getting, and based on what I saw assumed I just needed to show up. This was my error - I suppose I should have been super-thorough and called the vendor directly to ensure there were no further instructions (isn’t that what a booking service is supposed to do on my behalf?). Long story short - Viator did not send me the follow-up email that most travelers receive, resulting in frustration on our part and the vendor’s. Luckily the vendor was understanding and accommodating. Will not be using Viator for any further planning as I can’t trust it now. I might just use the app to see what options there are, then book directly with the service providers. I highly recommend you do the same!.OpalexaVersion: 11.0.0

Locations and availability through app needs workSelected a specific city and it gave me that city and several nearby that were over an hour drive away. But I didn’t know that until after I booked to tour since I was new. App should show distance away from current or distance from city requested. Asking for availability and checking specific dates on the app doesn’t work. If those are entered as filter criteria, the results should populate with results that meet that criteria. What ends up happening is filters are selected and yours come back with dates that the tour “operates” but may not actually be available until you select your date. Ends up wasting a lot of time manually sorting through the results for what you asked for in the beginning of the search..Spaz-o-matikVersion: 9.0.0

Title: "Viator and Tour Company: A Disastrous Lack of Communication and Support"I recently booked the Albir, Altea, Benidorm & Calpe: Guadalest & Algar Excursion through Viator, and I must say, it was a huge letdown. The troubles started with the lack of accurate information provided by Viator regarding the meet-up point. Despite my efforts to clarify the meet-up location by calling, emailing, and texting a day before the tour, I received no response whatsoever. On the day of the tour, the meet-up point had apparently been removed without any notice. Not even the digital ticket contained updated information. This lack of communication and support from Viator left me stranded and frustrated. To exacerbate matters, when attempting to contact the tour company, they rudely informed me that it wasn't business hours, despite it being the day of the tour. When they finally did answer, they were unhelpful and dismissive, insisting that the information was in an email. However, I had proof through emails that the information they claimed to have sent was not provided. Overall, this experience has left me deeply dissatisfied. Both Viator and the tour company displayed a lack of responsibility and poor customer service, making for a thoroughly disappointing and frustrating experience..Lost traveler 2024Version: 13.5.0

Don’t Trust Viator with Your BookingsI booked a catamaran tour on Viator and was excited to go. Sadly, the third-party tour operator, Amigo Tours did not contact me until they day before the tour, after the cancellation window was closed. Based on the information provided in the operator's message, I realized this tour would not be suitable, and I tried to cancel through Viator. The Viator representative informed me that she had canceled the tour, but that because refund window had passed, I would need to request a special refund from Amigo Tours. Not only did Amigo Tours not refund any part of my payment, the driver showed up at my hotel the next morning and woke me up. Either the Viator representative lied and did not cancel my tour or Amigo Tours has serious logistical problems. Stay far away from Amigo Tours and don't trust Viator with your bookings. Find someone else. You may regret it otherwise..Trevor El DragónVersion: 9.0.0

Unwilling to helpOur flight was delayed for over 5 hours and we booked a tour using Viator. Once we were finally able to airborne we were unable to get in touch with the tour or Viator to cancel the trip. We would of had to cancel the before we knew our flight would be delayed which would have to make me a time traveler. Customer service is crap, and we were able to contact the actual tour company to see what they could do and they were kind and said all we needed to do was contact the booking company and a refund would be issued… well unfortunately that was Viator and no issue could be refunded. Luckily I used my Amex and will have them fight this fraud company and have already cancelled more of our tours and will use local companies instead. Thanks for continuing to ruin the trip. Never again..Frank00!Version: 11.5.0

Audio tour does not work!We booked a Big Sur audio driving tour to Big Sur, CA. It only guided us to the starting point over and over again, when we tried to go further into the tour. From the side of the road, I called the company for help. I was told what to push and where, but nothing worked. After following specific instructions given to me over the phone we were led back to the starting point yet another time. I also learned that there are no audio instructions to get from one point on the tour to the next. Which makes navigation almost impossible if you have to read your cell phone and drive at the same time. We had to drive around ourselves with no audio instruction and information about what we encountered on the drive. It was a waste of $10!.MacGuy1940Version: 8.2.0

Viator is horribleThey are helpful when convenient for them but if you have any problems they are the worst. We had a 7 day trip and used them for 3 excursions. One didn’t show up and they did nothing to help. Didn’t give us a credit or anything even though it ruined a day of our vacation. Then, one of us got food poisoning and couldn’t go on a following excursion and they wouldn’t give us our money back. They charged us $500 even though we didn’t go! And even though the local company said we could have our money back!! So they are allowed to no show but when we have a medical emergency they told us to go screw. In the future, I’m just going to look up the companies they recommend and boom direct. They are so rude and unhelpful and take your money!!!!.AbsjritirbVersion: 11.11.0

Avoid them for anything important(book at your own risk)Booked an overnight transfer from our hotel to the airport for a 7am flight. This was done the day before. We didn’t have the option to select the pickup time which was worrying, and didn’t get a confirmation or anything. We realized that we needed to add a third person to our reservation so we called the transportation company(since viator doesn’t let you update anything)… and they tried to fix it. While on the phone, I asked them what the pickup time was since I still didn’t have an email and they said they would let me know within 30 minutes, since they hadn’t found a driver yet. The flight was 10 hours out, at this point… An hour later, I got an email saying that the transport company was canceling the order because they couldn’t pick us up at 4am, and that we needed to book with “overnight transfer”, which was what we had selected to begin with. I believe that if we hadn’t called to add a person, we wouldn’t have heard anything until after the flight. Viator now says they can’t refund our order because the time already passed..Jc861Version: 13.4.0

Worst, Dumbest, Most Insincere call center customer serviceI am a long time traveler who has, unfortunately, dealt with Viator on more than 500 trips in the last 10 years. I absolutely detest them. Their website is flawed and problematic… The customer service is cloying and call center-dumb… They never solve any problems. What they will do is keep you on the phone forever pretending to care only to come back with "have you tried rebooting your computer?" I've now decided I will go out of my way to find the same tour listed on any other site in the world… Airbnb, GetYourGuide, whatever… Then give them another dollar of mine. They are truly a useless, missing-the-main-point-of-customer-service business that deserves to go OUT of business..Gusto104Version: 10.2.0

AppallingThere is no discernible quality control in the experiences advertised in this app. We were 0 for 6 in our recent trip to Italy. One booking charged us exorbitant extra fees after we already paid an outrageous amount for a tour from a tour guide who could barely speak English, and the tour guide simply disappeared on the group during the tour in another booking. Customer care from Viator was completely unhelpful. I feel we were robbed hundreds of dollars through this app which absolutely put a damper on what should have been an incredible vacation. Seems like the quality of Viator has taken a nosedive in recent times after talking with my family members who have shared their experiences. I would give 0 stars if I could..DietsnappleVersion: 11.6.1

Disappointing for sureWhere to begin? First of all we booked and our tours where canceled without notice. Then what we originally ordered was no longer available. Rebooked. Pickup location was wrong had to walk 15 minutes to the right location. Almost don’t make it. Then our swamp tour sent us to another location. We where 5 minutes from the location the guide called was very rude said I can’t wait hung up on me. When I was told pick up time was between 3:00 and 3:30 it was 3:10 when he called. Told the lady that called to give me a refund she said she was unable to because we booked through this app. So a waste of $208 for nothing. Will NEVER book here again. Worst first experience ever..JrnbeckyVersion: 8.8.0

This is the worst scheme in history of apps.I was left stranded in Niagara Falls because an “operator” miscounted the people in the bus. We literally saw them leaving and won’t stop when they saw us running after the bus. I complained and got tossed around by both of them. Viator blamed the operator and the operator blamed Viator. No refund, or even an apology. I decided to use them again in Japan. Same case. When things go south Viator would blame the operator and the operator would blame Viator. It’s a perfect scheme since you get in the middle of both and Viator hides behind the policies you don’t even read about. STAY AWAY FROM THESE GUYS. Hire operators yourself. Hire tours yourself. You can dispute the charges on your credit card and avoid get robbed or scammed..AndyparraxVersion: 12.2.0

Ruined ChristmasWe booked our snorkeling adventure 3 months ahead of Christmas, knowing it would be a busy time, only to find out when we showed up to check in for our adventure that Viator never confirmed our booking and therefore our four-hour Christmas adventure would not be happening. Viator blames it on the trip being fully booked previously but I fault them again for not telling us or remedying the situation with over three months lead time. I give two stars rather than one star because our bike ride booking yesterday was smooth but with Christmas plans ruined, I have lost my faith in Viator.Near bearVersion: 10.4.0

HORRIBLE experiencePrices and activities listed are not always accurate. Instead of trying to assist in making the situation right, customer service passes you from one agent to the next and blames the tour operators. I made a trip to fly to Paris to see Lido De Paris show. I had reservations (paid for) twice. Both times were cancelled. Finally they told me that one option was available but it was double the price. They ended up continuing to blame the tour operator for having the wrong price listed on their website; instead of providing me with tickets, even though some were actually available. No resolution was ever met. Do not rely on them for travel plans!.DJrotoZVersion: 7.8.0

Never get tickets to appThe tickets never show up our app! There was over two times for events where the tour guide not showing up with nobody showing up to do it so we lose the money since you can’t get a refund on the last minute. Don’t suggest using this app or Viator. Always says trip can’t be found, error. There is nobody to call they don’t answer. Use at your own risk abd plan on buying tickets two or more times cause they seem to steal from users. I have this year lost over $1000! Just lost my Anne Frank tickets, I can’t locate them to change the date nor cancel! How interesting, they do that! This is done so they keep your money!.Couple in FLVersion: 11.7.0

Glitchy, InconsistentI scheduled a trip to Mendenhall Glacier in Juneau through Viator. I finally ended up at the glacier (10/10 would HIGHLY recommend) but only after booking with another company, since Viator never confirmed the excursion. The night before the excursion was to happen the app sent a message saying I had a voucher waiting for me and included a link. The link then took me to the app, which said I had nothing scheduled. I tried a number of times to make the app work, to no avail. So I essentially paid TWICE for the trip to the glacier, once through Viator and again through the company that actually came through..DehandyVersion: 9.3.0

BEWARE! UNEXPECTED CHARGES! Would give a zero if I couldHad booked a couple tours through this app without any issue. However I had just recently came across duplicate charges close to $1000! for a tour I do not even recall booking. When I reached out to their customer service to what I expected would resolve this issue quickly. They made me communicate over email and started becoming non-responsive to my questions trying to figure this out and essentially seemingly tried to run and hide with my money. They’ve become unwilling to help. DO NOT USE THIS APP! They will leave you holding the bag and unfairly take your money.WorldSeries2018Version: 10.2.0

App is fine. Do not trust all the company.Always used Viator for booking tours. However, had a really bad experience - tour guide ran off and left my poor 70 year old aunt to climb what was about 3 flights of stairs to get to safety. Tried resolving with the company it was booked through locally and they denied the incident even happened. Went to my credit card and of course the tour company lied and said there were no problems. Yeah just a poor old lady who almost died and was left stranded. Sorry I didn’t video her near death experience. Viator does NOT have your back and will not stand by their guarantee. Never again..CustomerCBVersion: 8.8.0

Just lost $243 DO NOT MAKE THE SAME MISTAKE4 of us arrived for private tour of the Duomo in Milan two days before my wedding. I texted using the App to let our tour guide know we were on our way from the airport. I did not get one single response. When we arrived, I went to the location to meet and there was NO TOUR GUIDE. I sent multiple messages and no one responded. I requested a refund and my refund was denied. We had to pay additional to go on the actual tour. Had I known Viator would be a scam and do this, I would have NEVER BOOKED. DO NOT EVER USE THIS SERVICE. I WILL CONTINUE TO REPORT IN AS MANY PLATFORMS AS POSSIBLE. This is not right. They owe me a full refund of $243+..Listen Closely...Version: 9.5.1

Andres Ramirez Carvalho (Guide)On Sunday evening, my girlfriend and I booked a three hour tour of Stockholm on Viator — according to Ramirez, this wasn’t nearly enough time to explore the city. The following day, I was happy to find a brief, but pleasant message explaining the main attractions we would see, and if any requests were curiously lingering within our minds as to potential exploration spots; of course, as tourists, we did not. Long story short, the first 45 minutes give or take, were decent, but somewhat awkward as dead silence and requests on where to go next would constantly plague us. A dull, shameful, and lifeless excuse for a guide who I’d avoid like a crazy mother-in-law — it’d have been a heck of lot more exciting if this was our guide! P.S Ramirez is supposedly a 15 year resident of Sweden who couldn’t even answer the most basic of questions like: “What’s the significance of all the lights on peoples/businesses windows?”.FALL135790Version: 8.0.1

Another app you HAVE to download then jump through hoopsBooked tickets to Catacombs in Paris and Absolutely ridiculous how many hoops I had to jump through on this site that made me download app to prompt me get my tickets- then as soon as I downloaded, logged in with at least 2 email confirmations & a puzzle to solve, my tickets was a voucher to present at the site. Waste of 20 min of my time and highly annoying you have to do anything now days with an app. I’m using this once & deleting it..Nic nycVersion: 13.4.0

Horrible…good luck with planningI booked 3 excursions with this app. $2500!! 2 trips were good one they sent the wrong info for pickup and left us there waiting. When I contacted them they couldn’t figure it out took multiple people to talk to me on chat and left me waiting. Then the guide just adjusted the whole thing but it was last minute changes on the last day which threw off my dinner reservation with people and we had to then not see. And now they didn’t give me rewards they were supposed to and I’ve been transferred to 3 people. So good luck!.KimKE1973Version: 12.1.0

Our Horrible ExperienceThis app is the worst booking app ever. It confirmed the booking for a specific experience, and the day right before the experience was supposed to happen the experience company sent us an email that said there was a confusion and they where giving us a refund and cancelling our experience. After that we called the company that ran the experience, and they said that Viator had not confirmed the experience, which means that Viator had not actually reserved our experience. We were really mad that they had not booked the experience..Jurassic Fans 4everVersion: 11.1.0

DO NOT USE VIATORDO NOT BOOK THROUGH VIATOR. They advertised a bus tour as a 1-day pass, but didn't put the hours in a very clear spot. We purchased tickets at 1pm, immediately realized the tour stopped at 3:30pm and since we didn't get into town until 3pm, called to cancel and ask for a refund at 1:10pm. The staff rudely said no. I called back and asked the next day, was again told too bad that the rules say 24 hours in advance to get a refund. I am beyond infuriated at their customer service, or lack thereof. How ridiculous that they can't refund us for an experience we couldn't use!.Claire.F7Version: 9.5.1

Will never site with customerThe problem with Viator comes when something from your tour or travel goes wrong. I had the necessary proof that a tour company did not try to help us when they lost us in a tour and Viator sited with them and did not refund. After all the proof and went after every detail that happen they said they’re unable to grant me a refund because the company denied any wrong doing. Go to another app for booking because Viator will never have your back even after proof. Just look at the other comments..Mayflowers80045673Version: 12.7.0

Terrible Customer ServiceThey would not honour the Free Cancelation within 24hours Policy of booking, because there is conflicting policy that you can’t cancel or make changes within 48hours of the event. Conveniently for Viator, the default is to book less than 48 hours in advance. I was making many bookings in a row, and made a mistake. I booked a tour without updating the date. I had done it so many times that it just slipped by me. Viator’s default is to book for the next available time, in this case it was the next day. I called immediately to correct this. All I got was, “we can’t do anything” and “there is a policy”. What about the other policy? I got no help. I will never use Viator again..Morty QuinnstienVersion: 13.5.0

Billets faussement accordésJ’ai acheté sur le site des billets pour l’opéra d’Australie. On a retiré les 240$, mais on ne m’a fait parvenir les billets Je me suis rendu à l’opéra aujourd’hui et il n’y avais eu aucune demande d’achat de billet en mon nom et en fait, il n’ y avait aucune place disponible, Ça n’aurait pas eu être pire ! J’ ATTENDS TOUJOURS UN REMBOURSEMENT et des explications !.Hectorr5e&Version: 13.1.0

Unable to log inBooked 2 excursions but then could not log in via the app or even the website. Keeps going in circles. Ask for an email confirmation to log in, wait for it, click the link, it tells me the link expired and to ask for another link. And around we go. Looking I got scammed..LlewenkVersion: 13.0.0

FrustratedBooked some excursions for up coming trip to Mexico through a travel agent. Received emails from excursion operators/Viator. Suggests using the app. Download app but can’t figure out a way to add the previously booked excursions..FEER_JEERVersion: 12.1.0

They completely screwed me.I ordered a ticket to the Vatican and the money left my account and I screenshotted the booking, but when I arrived at the place I was to redeem the ticket, the man there told me the ticket was for the following day. When I return to the app my booking is gone and there is no history of it anywhere. Moneys still gone though! There is no way to contact support that I can see, I don’t expect a refund!.UsuallyCalmGuyVersion: 12.1.0

Viator is a ScamThey offer zero protection when booking with a third party just collect a fee/commission based on what you pay and offer their users a false sense of security. One more they actually enable scam operators to hide and prey behind what seems to be legit operations. If you show up for a tour and the tour actually doesn’t exist, viator won’t even refund fund your money! They choose to ‘believe’ fraud operators because they get to keep the commission of course! What a scam stealing tourists money in moments of vulnerability. I’m sure this is widespread across many operators and likely combined with suppression of negative ratings. I don’t understand why governments/law enforcement don’t step in and continue to allow this white collar crime stealing directly from people..Nick.,?!’Version: 12.0.0

Viator Day CruiseI was offered a discount code but didn’t have the option to enter the code to receive the discount..SandiBPVersion: 12.0.0

Won’t Refund or contact HostNeeded to cancel booking for a medical emergency, and Viator has me waiting on the cancel screen for an hour. Literally make it impossible to cancel …. Tried contacting the host and it’s the same screen for that too.FahahahshshVersion: 12.0.0

Scam, stay awayThis company is a total scam, acting as an intermediary, grossly overcharging for tours and the like which are sold cheaply on location. Case in point: we were sold a 300 euro package to visit the colosseum + vr tour which would have cost 50 euros if purchased on site. We were also mislead by being told we would have an audioguide for our tour however we were told that the audioguide was what they had provided for us during the 20 minute vr tour…. Scam / dishonest company.ShsjaksmjwgzVersion: 11.10.0

Won’t openWhen I select to find available tours nothing loads..CardborgVersion: 11.5.0

APPFIRST10 discount rejectedTried using the APPFIRST10 discount code on first 3 bookings on Viator app as provided. The 3rd booking rejected the Special promo code..APPFIRST10 DiscountVersion: 9.6.0

It’s the worseIts support and help don't work!!.Reza-RadVersion: 9.0.1

Terrible AppThe site and app are easy to read and to book but the problem is a glitch they have in accepting the payment. Tried multiple times, contacted their customer service 3x without any resolve. Their “solution” was to keep trying to rebook every 4 hours until it goes through… disappointing service as they used to be so good in the past..KihutcVersion: 8.8.0

Terrible for paymentsTook 35 mins to get the app to accept any form of payment only to find the tour we wanted wasn’t available!.Eby51CecileVersion: 8.5.0

Where is the APP discount??You sell us in getting the app for a 10% and then it’s not applied?!?!?.No discount appVersion: 8.3.0

Stealing money and bad customer serviceThis app should not be used, I had a booking with them about Skylon tower in Niagara falls and when I arrived there I noticed that the price was cheaper at the location than what I paid with this horrible app. And when I told them that your “lower price guarantee” isn’t correct, they gave me stupid explanation without any refund, and when I told them that I will not use the app any more they told me thank you!! That’s the worst customer service I can ever see If I could rate it it will be less 0 star or less.Dr.E963Version: 8.3.0

Badly needs an updateThis app is so buggy and crashes frequently..CielskyeVersion: 7.4.0

So disappointedI downloaded this app because I was looking through their tours online and saw they were the most reasonably priced. It is so annoying to have the price look low on Viator and then increase from $50 to $180 when you change the amount of people on the tour from the default maximum to two. That makes the app a giant waste of time when I am trying to find the cheapest amongst 50 tours. I was in Africa, visiting from Canada. I booked a tour at 6 pm for 6 am the next day. Viator sent me a confirmation email from the tour company at 8 pm approving the tour. At 4 am I got an email from Viator saying they cancelled the tour and refunded me: “Due to inconsistencies found regarding this booking, it has been cancelled and the funds refunded to the original payment method used.” I happened to wake up and read it because the malaria pills keep me up. I emailed them immediately and said it was a mistake and could they please contact me to correct the inconsistencies because I didn’t know whether the tour company would get the message ahead of our 6 am pick up and potentially wake the Air B n B household. They didn’t message me til after the tour in the afternoon and it was to say, “The booking was flagged in our system for investigation of potential non-compliant activity, and we are unable to provide you with any further details due to confidentiality”. What? It’s my credit card! As a contingency, I googled the tour company itself, sent them a message, and they responded immediately. I’m certain I woke them at 4 am but they agreed to still pick me up. I was able to pay cash, fortunately, for the tour. I will be deleting the app and unsubscribing from the emails. I appreciate the need for fraud prevention, but it’s not reasonable to cancel a tour two hours before it starts at 4 am when we’re expecting to be picked up at 6 — what if I hadn’t seen the message? Also, VISA insures credit cards against these kinds of issues, and for $75 USD the risk was low 🙄.CrystalkomVersion: 5.12.0

App won’t open!!Everytime I click the app it loads then crashes. Please fix!!.AshddddspVersion: 5.12.0

CrashesUnfortunately the app seems to be quite unstable and crashes frequently.McCluskeyTOVersion: 5.12.0

Doesn’t openThis app doesn’t work. It won’t even open. Deleted..Anynickname3Version: 5.12.0

App Barely FunctionsOne of the worst travel apps I’ve used. It constantly freezes and crashes every time I try to add a tour voucher to my wallet. Ended up using emailed versions instead. Tried to go back to review a tour and it’s much easier on the website.BTaylor626Version: 5.12.0

Apple Wallet FunctionSpoke with a customer service rep and Viator is “no longer supporting the function”. I asked if it was in the plans to bring back and was told “ they are working on it”. App seems good but the wallet feature was the only reason I downloaded it and if it’s not there what’s the point really?.FattestAvengerVersion: 5.12.0

Unable to log-in / Wallet not functioningWe have been using this app for several years now, but it seems that no update have been done lately. All kinds of problems. Unable to log-in except with Facebook. Resetting passwords doesn’t help. It never recognize the changes. Also, unable to add voucher in Wallet. If no changes soon, this will be our last purchases with Viator for sure. This is frustrating..Rikbo65Version: 5.12.0

Old AppPoor experience, needs an update badly..LloxtonVersion: 5.12.0

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