Reviews

This profile includes reviews for Viator, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Viator, Inc.

  400 1st Ave Needham, MA 02494-2815

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  Viator, Inc.

  777 N Rainbow Blvd STE 300 Las Vegas, NV 89107

Review Details

• Review fromHormz K

  Date: 05/12/2023

  1 star
  I booked a tour on Friday 12 2023 for pearl ****** viator canceled my day and told mo to pick different day I chanced it to Thursday 11 and it went through on my trip they sent me a confirmed trip again to Friday and charged me money again when I called they told me it's been booked through different company I called them and the only thing I got was a answering machine this is a clear way to steal money from travelers knowing we don't have time to go after these companies what they did should be illegal

• Review fromCarol D

  Date: 04/27/2023

  1 star
  Missed leading information given when you purchase Reserve Now and Pay Later.Told you could modify tour anytime prior to billing and your payment for tour would reflect changes. Initially booked 4 people to tour Grand Canyon South Rim leaving from ***** given price for total 4 people but had to modify 2 days later to 3 people price given for the changes but company will bill you first for your original booking price then refund you 3-7 days later for your modify changes. Tour booked for **** 27th,2023 on April 18th and changes requested on April 26th. Viator will not bill me for trip until **** 25th which gives them enough time to make changes on the original bill. Viator does not explain up front that whatever # of people you book initially your price stands even with modifications until after they bill then you receive refund

• Review fromLindsay H

  Date: 04/21/2023

  1 star
  I booked a $300 tour and accidentally put the wrong date. I did not want to cancel the tour but simply switch to a date one day earlier or later. I am now being charged $300 for a tour I cant use. All I need is to switch dates. Are they saying no one ever makes a mistake with online booking? I did not realize my mistake till the confirmation came through and I emailed them right away. This is absolutely ridiculous they are going to take my $300 and I lose out with nothing in return for a simple mistake. I am furious and have used them before. I will never use them again. I emailed and called within hours and they still wont change my dates and will charge me for something I cant use. Thats a horrible way to do business.

• Review fromEmily E

  Date: 04/19/2023

  1 star
  Hello,We would like to express our disappointment with the company Viator. This business currently has a tour on their website and unclearly states what you receive with the payment for the tour ticket. We were made to believe we booked a tour with a dinner service only to find out there was no dinner but the tour is advertised as a dinner cruise. We called Viator to seek resolution about receiving a refund and/or credit for another tour but they refused. They offered no help or flexibility as their website claims. We asked to speak to a supervisor which took ***** minutes to find. The website also claims to have award-winning support, after the 54 minute call with no suitable resolution, this is far from the truth. A simple apology for the false advertising and a credit to use towards a different tour would have been suitable. We will never use this establishment again and make sure to spread our experience.

• Review fromJoseph L

  Date: 04/11/2023

  1 star
  I had purchased a Private Airport Transfer from Go ****** Shuttle through the Viator website. I have a receipt for a Private Airport Transfer for 6 people and it states a driver will be waiting in the International Terminal with a sign for my group. The fine print states that cancellations could be made 24 hours in advance. I did not wish to cancel. When my group of 6 people arrived at the international terminal of **************, the driver was not at the meeting area or outside in the pickup area. When I contacted Go ****** Shuttle, I was told that I did not pay for a private shuttle and I was entitled to a shared ride. They stated a shared shuttle would arrive in 30 minutes. After 45 minutes and no shuttle, I made other arrangements. When I called to cancel, I was told that I would not receive a refund as it was not 24 hours in advance. While I am not surprised that a small company in ********* misrepresented a service online, I was suprised that Viator *** is not standing behind the services they sell. The shuttle was booked for February 6, 2023 and I am still waiting for resolution of this dispute. I paid in advance for a service that wasn't delivered, I expect a full refund.

• Review fromDebra L

  Date: 04/04/2023

  1 star
  6 rabies shots later and Viator didn't reimburse for our son's medical bills when he was bitten by a monkey on one of their excursions (Anddy Tours). We were on a tour on March 13th and a young man, approximately ***** years of age, was our guide through the monkey part of the tour. He asked our son if he'd like to feed the monkey and my son said yes. The young man then held our son's hand extremely close to the monkey enclosure and the monkey, ****, reached out and bit ******. Then the young man said, "That's ****, our most aggressive monkey." I then looked at our son's finger that was bleeding and the young man looked at ****** and said, "You're okay" and proceeded to walk away. One of the gentlemen in our group looked at ******'s finger and said he needed medical treatment immediately. We then went back to the booking desk area. The young man walked away. We waited for **** minutes and the doctor in our group said he would find someone to help with medical supplies. That's when we saw the gentleman that's in the Viator ad for the excursion. The doctor asked him for medical supplies and the gentleman came back with hydrogen peroxide spray and was walking away. The doctor then said he would need a bandaid as well. The gentleman then left and came back later with a bandaid.The doctor in our group was familiar with the ************* excursion because he had traveled here for seven years in the past to give treatment to local people from the area. That was under the old ownership of a husband and wife who have since passed away in a plane crash. The doctor said the old owners would never have let ****** place his hand by this monkey as it was known to be aggressive. He felt the young tour guide was being arrogant.Our son has gone through a series of six rabies shots for this incident and Viator said they could do nothing other than refund the excursion price. Awful.

• Review fromCassie J

  Date: 03/31/2023

  1 star
  Zero stars. They will not issue a refund their app was down and I couldn't cancel. I sent an email way prior to deadline to cancel. They will not ***** my refund or let me speak with management. I'll never book through them again.

• Review fromRiki W

  Date: 03/15/2023

  1 star
  Ripped us off. Booked a luxury airport transfer in *****. Driver left us standing for half an hour and never showed. Viator refused to refund. Basically just stole our money. We had to contest through the credit card company. AVOID! AVOID! AVOID!

• Review fromSue H

  Date: 03/02/2023

  1 star
  Choose GetYourGuide! Don't go with Viator. Viator tour guides are non-professionals and cost more.I find most tours booked via Viator were bad experiences & cost more. I would choose GetYourGuide.com, much better experience, fantastic local travel experts who often with college degrees in history and who truly are passionate about history, travel, and culture, and cost less. Viator's local tour operators are usually not professional tour guides, they are just running businesses to make money, they read from a corporate binder, they have no knowledge of history, Viator tour guides gave me blank faces when I asked questions about history and local culture, and Viator tours cost more. Go with GetYourGuide!I completed disagree with *****'s review below. I booked several Viator tours and most were bad experiences, all with non professional tour guides. Viator was a corporate experience. You will not get local feel because they are just running a business to make money, no passion for local culture and history.My experience with Viator's "3 countries in one day" is as follows:- most boring trip, nothing to see, spent 9 hours in a bus, 2.5 hours total for 3 stops without any historical significance or sceneries.- kids screaming, crying the whole way and tour guide did not say a word.- driver drove dangerously and made several us scared on mountainous roads.- tour guide has no knowledge of history, only read from a corporate binder. He could only give me a blank face each time I asked a question about history, or local places.- Viator tours also cost the more, but mostly without professional tour guides.Save your money and book with GetYourGuide or tour yourself will be better experiences!All the reviewers with 1 star review here are telling the truth.

• Review fromNisha V

  Date: 01/06/2023

  1 star
  We booked the ********* sunrise tour via Viator/Polynesian Adventures. We (us and another family) got picked up from our hotel lobby at the set time of 2:45 am by another company driver. The driver only confirmed that it was the ********* sunrise tour but didn't check the manifest. He started driving and got called by the other folks who he was supposed to pick up. As soon as we all realized we were on the wrong bus we started calling Polynesian tours and at first, they didn't answer. Then they told us to find a ride that will take us to the top of the mountain and then they will give us a ride back down. They expected us to figure out a bus ride at 3 am with a small child in tow. Turns out our actual bus driver didn't show up at the hotel till ~20 mins later than he was supposed to show up. The agreement is that he can be ***** minutes late and he was clearly over that limit as well. The dispatcher said he couldn't contact our bus driver after 3 am which was not true since they managed to talk to him later. We couldn't find another ride and spent the next 3 hours trying to sort things out and get back to the hotel. The Polynesian tours/Viator **************** folks are really not helpful and we are still trying to get our refund. There are 4 tour operators for the tour. Viator does not make it clear who the operator is till you dig deep into your booking details.