Reviews

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

close

Find a Location

Viator, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Viator, Inc.

  400 1st Ave Needham, MA 02494-2815

• 

  Viator, Inc.

  777 N Rainbow Blvd STE 300 Las Vegas, NV 89107

Review Details

• Review fromJen T

  Date: 08/16/2024

  Horrible customer experience. Unreasonable response when their site changed to a tour on the day of when I was picking the date in the future. I saw their error and they would NOT change the date. I told them this was fraud and the customer rep kept repeating herself that no changes could be made within 24 hours! Well I didnt want the tour that was apparently starting in 2 hours when I was in a different city and wanted a different day!!!!

• Review fromDavid F

  Date: 08/08/2024

  **************** was less than helpful . we missed a tour in ******* because of unforeseen circumstances and a time change that was not relayed to us on any emails. They refused to give us any kind of refund. I was going to recommend this company to other tourists but will not now .

• Review fromSuzanne C

  Date: 08/03/2024

  Not worth itbook directly through the tour provider Started with trying to download the app to retrieve tickets. The app would not authenticate. It kept going in a vicious loop of opening the app, then opening the web page when Id try to authenticate with the link. And then back in the app it would still not be logged in. But mostly when I fell ill the evening leading up to a 2-day excursion (and I mean very ill to the point where I couldnt keep down a Sprite in the attempts to calm my stomach), they refused to issue any credit or refund. I understand you dont want people just last minute bailing out of excursions, but how is one supposed to help having come down with a flu the day before because some other person showed up to some tourist activity still sick? The only thing Ill say is that they had a prompt negative response. At least if I had booked through Key Tours directly they might have had a heart and given even some of my money back.

• Review fromDilip S

  Date: 08/02/2024

  Viator is cheater company, the tickets were easily available at museum, instead of paying $64 for entrance for two adults, I paid to $117 to Viator and they failed to send tickets until last minutes. They ruined our Eiffle travel experience, as we bought Eiffel Tower tickets from them. Instead of sending digital tickets to us, the physical tickets were supposed to be collected some address .5 miles from the place and we went back and forth and wasted our precious 3 hours of time and money. The agents were not found at the address given by the Viator. My family will never buy anything from Viator. The worst experience ever, those 3 hours to find the agent was very precious and made us tired to go to ****** tower to find the agent wont be there and then went to some other place and my feet were sore walking about 1.5 miles to find the agent. Viator are fraud company and stay away.

• Review fromJanet M

  Date: 07/31/2024

  I booked a tour for 7/28/2024 at 4 pm called "No reservations Northern Liberties Food and Culture Tour" in ************ Cost for 2 adults was $98.I received emails and texts prior to the tour, including a mobile ticket.We arrived at the meeting spot at 3:50 pm At 400 pm no guide showed.I tried to text the tour operator through the Viator app. No response.I texted customer service through the app They were clueless.I then called customer ********** hours later they responded no refund would be issued with no explanation.I learned through an email after the scheduled tour that the tour operator was Illiad Outfitters in *************I could not find them in an internet search.My credit card company is now seeking a refund.

• Review fromCindy S

  Date: 07/29/2024

  Avoid booking with Viator. I booked weeks in advance for a Giverny tour. I received a confirmation in writing from Viator. The day before the scheduled tour Viator cancelled saying they didn't have enough people for the tour. Their description said the size of the vehicle might vary depending on how many people signed up for the tour, but they did not say they would cancel if not enough signed up. It was too late for me to research and book another tour. I traveled to ****** with the specific goal of seeing ******* and did not get the opportunity because of this truly unfortunate experience. I will never book with Viator again. They should receive no stars but that option is not available.

• Review fromKirstin C

  Date: 07/28/2024

  I spent over ***** dollars in Viator tours for my two week European vacation. I was excited to use my vaitor rewards points towards the end of my trip. When my reservation was auto paid two days prior to my tour in ******** no points were applied. I reached out to Viator and was informed points could only go towards reservations made after the activation period, even though the tour occurred after the activation period. ....this was fine since I must have misread the small print. I ended up booking a tour for a boat ride in ****** the next day using my points. Everything went through fine and I walked the 45 min to the pick up destination. Once there my tour guide said the tour was booked and Viator should have let us know. No notification was sent and I called the company who said indeed the tour was full. I then received a email notification that the tour was cancelled 2 min after I called and the tour was set to start. I ended up paying 65 dollars for transportation back to my hotel. Do not trust that this company will honor rewards points. My last day on vacation was completely ruined and all they can offer is returning reward points, which probably cannot be used anyway.

• Review fromLaura C

  Date: 07/12/2024

  1. Viator suppresses negative reviews on its platform by forcing customers to leave reviews on sister company TripAdvisor instead 2. Viator/TripAdvisor have an effective monopoly on the travel bookings/reviews sector which is causing negative and often dangerous results for consumers. They should be forced into separate ownership so competition can be restored. More info: I believe that Viator is suppressing negative reviews for tour companies on its platform by making it extremely difficult for customers they know had a very negative experience to leave a review. Why? This has been my own experience. Despite repeated times asking help from support to enable me to leave a review on Viator, for a tour I booked via Viator, I am told I can only leave a review via their other company, TripAdvisor, instead. It's very odd, because I booked a separate tour with Viator the same way, taking place in the same country and on the same day, yet.. for that tour, no issue at all leaving a review. For the negative tour, which Viator new very clearly was negative via previous exchanges with them, no ability to do so. Even after months of going back and forth with their support staff asking for a solution. ****** succeeded so far. When I check this tour company on TripAdvisor there's tons more negative reviews than on Viator. Curious right? Second, on monopoly. I will take all measures to never use Viator nor TripAdvisor again after this experience - it is clear that consumers not only cannot trust their reviews, but cannot count on any help if things go wrong. In fact, Viator will engage in scare tactics to bully you into doing what they want. It's a real shame because it is extremely difficult not to use them or TripAdvisor! In my view, it is clear from my experience and others that this monopoly is causing worse outcomes for consumers and should be rectified.

• Review fromAileen M

  Date: 07/02/2024

  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

  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