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 fromSigfredo G

  Date: 12/04/2023

  AVOID. Contracted with Viator for under water adventure (Sea Trex) at ******* ****** on November 17, 2023 which is the day the cruise ship I was on docked. Unfortunately the **** Captain ********* of ******* deemed it to dangerous for water activities due to weather conditions (excessive winds and rough waters) on November 17, 2023 and in fact water activities were also cancelled November 18, 2023. So the service I contracted was never provided. I arrived at the ********** where the excursion begins early and was told all Sea Trex excursions were cancelled by **** Captain ********* of ******** I proceeded to have lunch at the ********** and when i finished, again went and asked if it was still cancelled--they replied yes it was definitely cancelled. I have several links to water adventure vendors in ******* that confirm they were not able to operate November 17, 2023 due to **** Captain ********* of ******* which deemed the seas to dangerous for water excursion as well as the link to the daily opening and closing of the port. Per the Viator site when the excursion is cancelled due to weather "This experience requires good weather. If its canceled due to poor weather, youll be offered a different date or a full refund." Since I was on a cruise that was docked in ******* for 1 day, a different day could not be offered so a full refund was forth coming due to said statement on their web site. Well they keep giving me the run around in terms of my refund. I suspect this is how they operate. I have called Viator multiple times and they continue saying under investigation. They say they cannot reach Sea Trex, yet on my one attempt calling Sea Tre I was able to reach a representative of Sea Trex who confirmed that they must follow the directive of the **** Captain ********* of ******* and cancel excursions when the weather is to dangerous.

  Viator, Inc.

  Date: 12/06/2023

  Viator has reviewed the case. The customer made a booking on November 4, 2023 for SeaTrek Underwater Helmet Diving Experience in Downtown Cozumel. The listed rate was USD ****** for 2 people for the trave date of November 17, 2023. Customer called ********************** on November 27 to request a refund on this booking because the activity was cancelled due to weather. As there was no information about cancellation received from the local tour operator, Viator has sent a refund request to the local tour operator.  Customer called ********************** again on November 30 to follow up on the refund request, but there was no response from the local tour operator. Viator agent has advised customer that we will send another refund request to the local tour operator, but customer said not to bother as customer will dispute the charge with bank.  Viator has received a customer's review on this incident on December 4 and has followed up with the local tour operator again. On December 5, Viator has processed a full refund on this booking and notified customer by sending an email to the email address on file for the booking.
  
  Kind Regards,
  Viator *************

• Review fromWilliam K

  Date: 11/23/2023

  Trip Advisor is a corrupt, exploitive business whose success is built on lies, deception and intentionally misleading the consumer.

• Review fromKara A

  Date: 11/15/2023

  I booked an event through Viator that include conflicting location details and an incorrect address. Because of this information, I missed the booking. Viator refused a refund without providing any acknowledgement of the problem, merely stating that the event was already over which...Obviously, yes. That was the whole issue.

• Review fromAryeh K

  Date: 10/29/2023

  While trying to reserve, and pay for an activity the website said "transaction failed" while trying to pay on two separate attempts, later in the day I noticed that I was charged by Viator anyways, after contacting customer service to get a refund they denied my request! Shame on this company. STAY AWAY FROM THESE CROOKS.

• Review fromJack S

  Date: 10/28/2023

  We spent $100 on tickets to *************** in *********. We never received the tickets and Viator refused to refund our money. We will never use this company again. Wish we had read all the negative reviews for this scam operation first. Viator deserves a class-action lawsuit.

• Review fromDavid D

  Date: 10/20/2023

  I used Viator, which is part of Tripadvisor. I booked a tour in ***** . Viator policy states that in the case of poor weather I could get a full refund and should contact the local tour company. It was a kayak tour and it started to rain, and the wind blew. I called the tour company, of which Viator is the platform for tour companies. ************ said tour was cancelled and I would get a refund. Viator is demanding payment anyway.

• Review fromNATASHA B

  Date: 10/19/2023

  This company basically scammed me out of $214 period I went online and tried to purchase 2 Halloween horror night tickets for *******, ******* did not realize that the tickets were being booked in *********** ********** Hollywood period mind you I live in *******.I called them they told me basically I was stupid for not noticing and they would do nothing to accommodate me. I never asked for my money back. I just wanted to go to the right state. I would advise nobody to ever use tripadvisor or any third party because they scam you. I was a human and I made a human mistake and they told me if I would've noticed in twenty four hours they could have switched it but because it was four days later, they would do nothing. What's the difference in 24 hours or a couple of days all I wanted was the right state. Beware run fast

• Review fromR. K.

  Date: 10/13/2023

  DO NOT BOOK ANYTHING ON VIATOR. WE booked a shore excursion in June, and on Oct. 13th, 4 days before the excursion was to take place, they emailed us to tell us it was cancelled. No explanation for why was given, and no offer to make it right was made.

  Viator, Inc.

  Date: 10/15/2023

  Thank you for contacting Viator customer support. The customer booked a tour on 6/18/2023, 2:54 AM via the Viator website. On October 13 the local tour operator let the customer know via a direct email the tour had to be cancelled as they were unable to operate for the remainder of the season. As such the local tour operator cancelled the reservation 4 days prior to the tour and a full refund was provided to the customer. ********************** is a third-party discounted tour broker who partners with local tour operators around the world to offers tours at a discounted rate. Please note this tour no longer operates past October 13. Viator apologizes for any inconvenience this may have caused. Thank you for contacting Viator Customer Support Team.

• Review fromjenn t

  Date: 10/06/2023

  I would not recommend this company at all!!!!! Terrible company to book tours with! They work with really dodgy service providers in the other countries (our tours were in *****). Booked 3 activities through them - the first one didn't have signage, identifiers and met almost 750m away from the attraction which you had to walk to - making it difficult to go through a sea of people and try to stay with your group. In the end they ended up taking our money and not providing any services. Even viator would not actually do anything to assist us. The second tour booked was rescheduled on the day of last minute impacted our other planned activities for the day (original was to be at **** apparently the tour guide didn't show up that day) and they bumped the tour to 2pm. Then it was supposed to be a private tour (paid just under 300 CAD for that option) and was then yelled at by the operator that private tour was a group of 20 or less. Proceeding to be herded around like cows, treated like garbage and then when asked to turn up the volume because the majority of the tour couldn't hear what was being said the tour rep said it's not my problem. 3rd tour booked (all 3 within 3 days) went well but to actually find where to meet was a bit of a nightmare. Altogether this company received more than $800.00 from us and barely provided ****** worth of services (if you even get any). I would never book with them again.

• Review fromJennifer T

  Date: 10/05/2023

  Too bad I can't leave less than one star for this company. My husband and I recently celebrated our 10th anniversary in Waikiki, wanting to have a memorable evening, we purchased tickets for a sunset cruise that included a complimentary Mai Tai, dinner, and entertainment through the company Viator. The two tickets were $264.00. Upon boarding, there were so many people packed on that boat, that they were practically sitting on top of one another! We sat squeezed between strangers for 20 minutes and never got our Mai Tai, when we politely raised a hand to try and get the attention of any of the servers, they were so overwhelmed that we got no response. We got up and walked off the boat. When the staff asked why we were leaving, we told them it was all very disappointing, and the event was not as described. They made no effort to ask us to stay but instead said, "Have a nice day!"I contacted Viator to ask for a refund and they refused. In fact, Viator did not make ANY effort to compensate us for our loss (purchasing pricey tickets - $264.00 for an event that was not as described, and not receiving any of the advertised amenities that we paid for. NO effort was made by Viator to achieve customer satisfaction! I will NEVER give this company my business again, and I want other potential customers to be aware. *****************************

  Viator, Inc.

  Date: 10/15/2023

  Thank you for contacting Viator customer support. On Friday ***********, 2023 the customer contacted ********************** requesting a refund for their reservation. As such a refund request was sent to the local tour operator. On September 17, 2023 the local tour operator rejected the refund request and as such Viator rejected the refund. On October 15, 2023 the customers complaint was escalated to a member of Viators management team. Viator reached out to the local tour operator once again regarding this refund request and a full refund was approved for the reservation. On October 15, 2023 Viator issued a full refund for the customers reservation and emailed them directly providing all refund details. Viator apologizes for any inconvenience this may have caused and hopes to be of service to you again in the future. Viator Customer Support Team