"Don’t event use Viator!!!"
"We are in Spain on holiday. We booked a tour through Viator. The local tour company told us they had no confirmation from Viator when we arrived for the tour. We did have a confirmation from Viator. So when we contacted Vistor, they had untrained staff incapable of resolving the issue. Already six hours, no tour, no admission of guilt by either company. Waste of an entire day. Total b.s"
"Alcatraz tours / Muir Woods and Sausalito tours - operated through Viator and Must See Tours
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 Must See Tours.
The summary: We were a party of 2 stuck in a 14-passenger van with a nightmare party of 12 with a guide, Roman, who just yelled and screamed and cussed right back at them. We missed the Golden Gate scenic outlook because Roman, 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. Roman called them while driving and complained about the nightmare party of 12, the party of 12 also got on the phone and complained to Roman's boss. While my son and I sat there in uncomfortable silence.
The visit to Alcatraz with this tour does not provide a guide for that portion. You get to the pier to board the Ferry with the QR code they provide and go over on your own. There is an audio tour included in the Ferry ticket, so you don't need to do this with the tour group. No personal guide is provided so it's not necessary to book this through a tour group. Rent a car to go to Muir Woods and Sausalito. You'll be on your time schedule and not have to deal with this awful company.
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"I will never use their service again. They took my money from three tickets. The tour operator did not show on that day for the service we paid for. I was there with my family and two other people who purchased the tour for that day. Nobody showed up to pick us up. The tour operator was unreachable when we tried to call them. When I called Viator to find out what happened and requested for a refund, they told me they will reach out to the tour operator. After two weeks of back and forth with them, they told me they can't give me a refund because the tour operator told them they were there at the time they were supposed to be. I was there 20 minutes before departure time, there was no way I could missed them, if they came on that day. The tour operator said out of 63 people 60 boarded the bus and my crew was the only one missing. BIG LIE..... because there were two other people who were supposed to be on the same bus at the same time with me because we had the same itinerary for that day who did not get on the bus, IF they came like they claimed. 63 -5 is not 60. They basically stole my money and lied to me. I will pray for them. "
"Viator does not have your back
I purchased 3 tickets through Viator 6 months ago for a helicopter trip provided by Blue Hawaiian. I was later informed I would need to pay an additional fee of $170 because of my weight. I requested the fee be waived, which blue hawaiian agreed to. On the day of the flight they demanded the fee anyways. I refused and they would not refund me. Viator claims they are there for the consumer, but they sided with Blue Hawaiian in the dispute, I do not believe they took my case seriously. As blue hawaiian broke our agreement the day of the flight. Don't trust Viator to do the right thing."
"False advertising!!! The advertising stated everyone would wear a mask. Once we got on the bus no one had a mask on. I asked the tour guide privately could he request everyone to wear a mask. He stated no it was a risk coming to Vegas in itself. I would have never booked this trip if masks wasn’t mandatory. I would never recommend this tour to anyone."
"I booked transfers for my son and his girlfriend, from Cancun airport to a condo 12 minutes away. I did so thinking it would be more reliable than a taxi. WRONG! Their ticket said someone would be waiting in the "arrivals hallway, with a sign, with his name on it". No one was there at all....and it took me 2 hours of calling from the US, to get someone to go get my son. Once there.... I asked for a refund, and they declined to give me one....since he eventually got a ride. THey did give me a small credit, which I used to book a tour to Chichen Itza for them. At 10 pm, the night before the tour, the tour operator called my son and cancelled the trip, due to "weather". It was sunny and warm! I had also booked a return transfer from the condo to airport. Due to needing a COVID test, they needed to be picked up at 5:30 am. I called several days in advance to make sure they would be picked up at this time.... (every time I call....I get a call rep in India.... who is apologetic, and offers to call the tour operator, but comes back on the line and says they are not answering). They said there is no guarantee someone will be able to pick them at 5:30 am..... so I asked for my money back. THey will "request a refund" but no guarantee it?!!! This is has been an awful experience and cost me more time in lost work (on the phone) . RUN dont walk..... AWAY from ever using Viator.com ! "
"Viator and this operator stole my money Never use Viator or this transfer service! Viator is the worst excursion company I have ever used. I didn't know what area of Cancun I was headed to, so, I used their chat service to book a airport transfer to my hotel. I specifically asked them if they could help me pick out a service for my specific hotel and they did the research and told me the one to choose. I booked the airport service and then the day of my service the airport transfer company calls and tells me that my hotel is further away and would need and additionally $60 from what I had already paid. I immediately told them I would need to cancel and they told me they didn't have the order in their system yet and I would have to call Viator, which I did. Then Viator told me when I called that the airport service would have to say that they would have to request on their end. Which when I chatted with them, they said they did. So, Viator told me the refund request was submitted. Post trip I realize that my refund has still not been returned. I called and Viator is NOW telling me that they cannot refund my money. So, i didn't use that service and they kept my money. Citing that the title of the service says Cancun, which is the service suggested by their own operators. Viator is fraudulent and if you're not careful they will take your money. The operators are not knowledgeable about travel or their own vendors. It's unacceptable."
"I’ve used Viator before several times and never had an issue. However, the issue I had this time and the treatment I received from Jennifer, one of the supervisors from customer service was enough that I won’t ever use their services again. According to my original booking they were suppose to charge my card on a specific date, there was no indication that my card would be charged earlier. The booking even said “Your card will be charged in 8 days (on 02/07/2020)”. They charged my card the day before without prior notification so I was unable to transfer money to my account in time and they cancelled my booking. When I called to ask if they could reinstate it they said I’d have to do the booking again but this time it was at a higher price. The excuse they were giving me was that the tour vendor raised the prices. However, when I called the vendor it was the same price as before! When I spoke to Jennifer, I asked her for an email or some contact information to a higher supervisor or corporate and she lied to me and said she didn’t know any! How absurd! She said she couldn’t do anything for me, and if I wanted to book solely with the vendor I should do that. She did not even try to assist me! It wasn’t like I was asking for a cheaper price than what I was originally quoted, I just wanted to pay what they originally quoted me when I first booked the tour. It was their mistake they charged me ahead of time and cancelled my booking so why was I being penalized for it. Absolutely horrible customer service and behavior by Jennifer, a supervisor of the customer service department. I will never use Viator again, and I suggest others to book your tours elsewhere as well so that you don’t have to deal with the trauma and heartache of spending 2 hours on a chat and a phone call trying to sort out an error on their part, and in the end be treated like you’re not a valued customer. This tour was going to be the highlight of our trip and now it is absolutely ruined by Viator and Jennifer, a supervisor of the customer service department."
"Viator is a liability for the travelers. They add no value to your experience, yet by them being in the middle you end up paying much more of your hard earned money for a trip you may book on your own.
We booked a day trip through their website while I was in a week stay in Mexico. Their written communications don't make it clear that they are just another link and not the real service provider.
We arrived ahead of time to the meeting point and waited for "their" bus to show up, which obviously never happened.
When we finally got tired of waiting and phone them, they told us to contact the local provider. We contacted the actual service provider who said that we were a no show and hence our money was not refundable. We explained them the confusion and how we have been there from way before the time we were supposed to be. They bounced us back to Viator. We called Viator again and insisted, and insisted and insisted, and after all the insistence (and long distance/roaming phone calls), the only solution they offered was for us to pay yet more money, so we could be rebooked for another day, otherwise all our money was lost. Reluctantly, we ended up paying for it.
Any decent tour operator would have actually swallowed those fees or simply have waived them.
Viator has certainly very little appreciation for their customers, and is solely after their customers' money."
"PLEASE READ THIS BEFORE YOU BOOK WITH VIATOR! What a HUGE mistake! We booked a tour for the Vatican. A few days before the tour “they said that they sent me an email that the tour was pushed up one hour” I did not receive the email and MISSED the tour! Not only that, I learned that Viator is a THIRD PARTY TOUR COMPANY! That means I paid a middle man when I could of paid someone directly and got better service and a guarantee that I would not be taken advantage of. I should of gone directly to CITYWONDERS or any other tour company that has an office right outside of the Vatican. I contacted Viator on three separate occasions asking for my money back…each time they sent me on a wild goose chase and an email rejecting my request. I lost my money on a company that DOES NOT PUT CUSTOMERS FIRST! So I am passing on my life lesson to you. GO SOME PLACE ELSE AND SAVE YOUR MONEY, TIME AND FRUSTRATION!"
"Absolutely AWFUL company. Truly, everyone you ever come into contact with at this company is simply worthless, useless, and have no redeeming values. From anyone on the phone--who are all absolutely clueless, to every single administrative professional in every department. Have contacted this company several dozen times through various channels and all across the board it is a horribly mismanaged company. How the hell TripAdvisor ever thought they were worth buying is beyond logic. Perhaps several years ago they were better, but for sure they have completely flushed themselves down the toilet with each year getting far worse than the past."
"Booking with Viator was simple. The recommended whale watching tour was spectacular! The whales put on an exciting/unforgettable show. Our tour narrator commented on how active they were doing our cruise. It was well worth the cost."
"We were able to see Montreal must see sights with the very limited time we had :)"
"We rented a house adjacent to the Dordogne river in Beynac. Unfortunately due to a misplaced email we did not have the information needed to collect the keys. Viator customer services were very helpful in helping to connect us with the owners. "