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. has 2 locations, listed below.

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  Viator, Inc.

  400 1st Ave Needham, MA 02494-2815

• 

  Viator, Inc.

  777 N Rainbow Blvd STE 300 Las Vegas, NV 89107

Review Details

• Review fromAileen M

  Date: 07/02/2024

  1 star
  My first and last time I will use Viator! I booked two tours for today for my family of 4 and although I knew I was outside the 24 cancellation policy, I realized I made a mistake and called right away- literally minutes after booking to change the time of the tour OR transfer to someone else. I was told by Viator that I cannot transfer the tickets. Viator also told me I needed to contact the tour operator directly for any changes and if they authorize a refund they will abide. The problem is the tour operator will not answer the phone or respond to my texts within the Viator app. Viator and the tour company have taken my money and offered no solutions or flexibility. The tour operators were not responding! Viator is a SF company! I live in ** and will be sharing my bad experience every chance I get if this is not rectified! I am a very unhappy customer.

• Review fromNarda C

  Date: 06/26/2024

  1 star

  Narda C

  Date: 06/26/2024

  This company will NOT refund my funds although it was their error and mistake. I have fought tooth and nail but they still refuse my refund. It is really hurtful because I save my funds and work hard for it too!! The driver never showed up to correct hotel for my excursion. N I missed the opportunity to see The Ruins.

  Viator, Inc.

  Date: 06/27/2024

  Viator has reviewed the case and reached out to the ******************************* has advised the customer that they have been refunded in full on their bookings.  As the customers hotel information was incorrectly added to their new booking we have refunded them in full for this. The customer was emailed directly on June 27, 2024, advising of the refunds of $116 USD for each booking. All information regarding the customers refunds was sent to them directly from Viator.
  Kind Regards,
  Viator Customer Care
  

• Review fromJael C

  Date: 06/18/2024

  1 star
  Would give no star if I could. We made it to our meeting point 2 minutes before tour time and they had already left. Prior to that they had called us to see if we were on our way which we confirmed we were. We called them back once we saw no one was in the parking lot and we were told because they had already checked in all other passengers, they had left. Tried getting a refund and they said no because of their 24 hour policy. They wanted more money for our family to rebook same tour for another day but we could not do that because we were not going to be in the same city for the next one. They wouldnt even let us rebook for another tour in another city even if we paid the rebooking fee. So if you choose to use this company (which I dont recommend) make sure you arrive at your meeting spot 1 hour before start time to be sure. Hard to do when you have little ones in your party. Hopefully no one has a last minute emergency and or is running a few minutes late. Stay away from this third party company, they dont care about the clients. They only see the $$$ signs.

• Review fromBeth M

  Date: 06/09/2024

  1 star
  Many of the postings on Viator are a scam. Viator will then cancel bookings without notifying you. Was also severely disappointed in the Viator customer service reps; when I called to express the concerns about a fake listing and that the operator doesnt give appropriate notice, they hung up on me twice and refused to take this listing off the website. I honestly dont think Ill use Viator again for booking experiences as they have no investment in the operator doing a good job and dont have accountable customer service.

• Review fromKay R

  Date: 06/06/2024

  1 star
  Viator is a Trip Advisor company. We booked a trip a trip through Viator and the tour operator nor Viator reached out to us to inform us the trip was canceled. We sent messages via WhatsApp & called the tour operator as per the instructions on the Viator website with no response. We spent hours on the phone calling Viator to determine what happened & how to recoup our funds. Viator informed us we needed to contact the tour operator for a refund despite us reporting they were not responding. We later received a message from the tour operator via WhatsApp who informed us we must contact Viator for a refund. The tour operator reported they never get paid directly. Viator keeps the initial payments made by consumers from their website & only releases the payment after the tour occurs. Viator keeps payments, collecting interest on prepaid amounts & releases payment to the tour operator once a tour occurs, after recouping a 20% commission from the sale. Viator charges consumers penalty fees for failure to cancel tours withing 24 hours of the scheduled event. However, when Viator & the tour operators THEY are contracted and advertise with fail to do the same, there are no consequences. Viator takes no responsibility for notifying consumers of canceled services & requires the consumer to do the leg work to discover the cancellation and recoup their funds. These deceptive and unfair practices place the consumer at risk of not receiving goods and services while funds are requested and secured. Viator needs to be held accountable for vetting & promoting credible vendors on their website. Viator should also be fined with penalties when failing to notify consumers of cancellations. Contact the proper reporting agencies to lodge complaints and demand changes made to their internal controls and operations. Viator/TripAdvisor is profiting off the interest from consumers and commissions from vendors.

• Review fromAlice M

  Date: 06/05/2024

  1 star
  First they cancelled my tour 2 days before due to our CC. We were pick pockets and that credit card was cancelled. They never even emailed me to say, "hey there is a problem with your credit card". We would have called and paid with another one. I called them and was very unhappy on how the customer service handled our situation. They did not get back to me about a tour for 72 hours. They would not switch my tour from one day to the next within 5 minutes of making the reservations, due to one of their tours cancelling due to weather. They were not helpful at all. It was like to talking to a broken record. I hope this helps.

• Review fromJarad C

  Date: 06/04/2024

  1 star
  Beware of this third party! We booked an experience in ********** and got the run around, downloading several apps, ineffective instructions, a confirmation code that didnt work, and they refused us a refund.

• Review fromKathy H

  Date: 05/31/2024

  1 star
  Will not accept responsibility for their actions. They canceled my tour in ********* 2 days prior. They found me another tour but it started 2 hours earlier. Flight delayed due to door falling off plane. Notified them within 24 hour span (factoring in time change). Agent would not assist me to find another tour. Back in states, multiple calls and messages with denied refund. Never able to talk to anyone other than phone agent. Response from refund department was Decision final Will not answer you again.

• Review fromAaron S

  Date: 05/30/2024

  1 star
  Too bad I cant give zero stars. Never book a tour thru Viator. Book directly with the tour company instead. I booked at ATV tour through them in March for my daughter and me during spring break. The tour was cancelled that morning due to thunderstorms, and 2 months later I am STILL trying to get a refund from them even after opening a dispute with my credit card company. They are terrible!

• Review fromTommy P

  Date: 05/22/2024

  1 star
  I booked two different excursions through them and at 2:40 AM a week before going they cancelled both of them. I called their customer service and the agent wasnt helpful and said that their trust and security team would contact me and I got an email apologizing for the inconvenience and asked if I wanted to rebook. They had already charged my card and funds came out 3 weeks before canceling and I never got an explanation. I wouldnt recommend using them at all.