Viator

WARNING
Do not use this company.
We had purchased tickets so my 12 year old could go see the stadium in Barcelona. The tickets were cancelled due to a glitch?
They use local tour companies and they don’t verify if the local tour companies actually secure or get the tickets. And they don’t care. I got a well it’s not our fault when I called the customer service number. Horrible customer service and they will try to refund my money sometime with in the week? So they have had my money for a month, without telling me that the tickets were never processed?
SHAMEFUL

Don't use Viator/ Trip Advisor they don't investigate refund requests. I had proof with witnesses including my Uber driver and pictures that I could have taken a swamp your. I booked a tour on Viator/Trip Advisor website based on the “great reviews”. I arrived 1 minute late due to heavy rain to my Jean Lafiatte Swamp Tour in NOLA and was told by the rude staff that the boat already left. As I was leaving in my Uber we saw the boat full of people waiting out the rain. I took pictures for proof and will report this to TravelAdviser but they refused to view evidence or speak with anyone. They are only concerned about the vendor and not customers.

Our booking to the Louvre was cancelled without explanation. When we tried to book a tour for the next day in between other tours, we were offered a time slot that worked well for our tight schedule but it was changed without explanation again to a time slot that interfered with our other tour. This is a bait and switch. It’s a real shame to come to Paris and miss out on the Louvre.

THE WORST!! DO NOT BOOK!!! I booked 3 tickets to the paris catacombs through this website for 160 euro and the tickets I was sold were fake tickets. I tried to check in at the catacombs and was told I couldn’t enter because I had been scammed and sold fake tickets. Absolutely do not use Viator!!!

Absolutely terrible experience. Avoid at all costs.
My friend and I purchased an itinerary, which ended up entirely different from the tour we got. We ended up going to the same location twice in two days, which ruined our last days in Israel. We were the only two on the tour of nine who had this issue. Viator did not bother to notify us of any changes to our itinerary. Had we been notified of the actual itinerary, we never would have purchased it. We went out of our way the day before our tour to visit a location that the tour group then went ahead and visited. We wasted time on our once-in-a-lifetime trip thanks to Viator. When we realized we were seemingly on a different tour from what we purchased, we brought the issue to the attention of our tour guide, who couldn't do anything to help and referred us to Viator. Viator insultingly offered a 10% discount after much back and forth and more wasted time. Ultimately, they refused to make us whole and acknowledge their error. What kind of business doesn't offer a full refund when you get something other than what you pay for? Their customer service was unfriendly, unhelpful, and inept. I will never take a tour with Viator again and caution you against it, too. You not only cannot trust their itineraries, but also you cannot trust their integrity in the aftermath of a mistake that they themselves commit. Our trip was marred by this incompetent company, and that's something we can never get back.

Viator, was my go to site for booking tours. My family and I recently visited Europe for 2 weeks (Italy & France). We booked a total of 4 tours, 2 in Italy, 2 in France. The last part of our trip was France. On April 11th, I booked Louvre Museum Skip-the-Line Guided Tour with Venus de Milo & Mona Lisa for a family of 5. Unfortunately, the morning of the tour, my son (11 years old) was sick with flu like symptoms. Their was no way we were going to make the tour as we were afraid he had Covid. I right away contacted the tour company in which they told me I needed to contact Viator. When I did and explained what happened l, their was nothing they could do for me. In no shape or form, did we purposely miss our tour. In fact, it was on our bucket list of things to do. So now we never got to see the Louvre, and we’re out of pocket over $300 USD. So pray that you do not get sick, otherwise, you will not get your money back. Sad!

The park we attended stated they would provided a refund, which they would work with Viator to provide it. Which Viator does not want to provided, we’ve contacted the park directly but they keep stating since we book with viator and paid viator they can’t provided a refund. Even though the park stated they would and would work with viator. We tested positive for covid at the excursión. Which they asked us to leave but they would work with vítor for the refund. But due to Viators cancellation policy. They can’t refund us our money, due to not giving them notice within 24 hrs. Which they should have some exceptions for covid. viator is not willing to work with us. And are keeping $1000 USD. Stay away from them they do not help their customers. Book directly with the company. Trust me, viator has been contacted multiple times regarding this issue. But will not refund us the money due to their cancellation policy.

My family and I planned a vacation to a new city in March of this year. On our agenda was to do a City Tour booked through Viator. Due to unavoidable airport delays coming into the city, we were unable to retain our luggage on that day. We were without any luggage, and on-hold with airport customer service for over three hours. We needed to come back to the airport the next day to get our luggage which happened to be the same day as our initial tour reservation. My family and I were extremely excited about this tour and quickly rescheduled for the next available day, which was still within the 24 hr. policy cancellation.
I was ALWAYS under the impression that I was receiving a full refund because I followed the cancellation policy EXACTLY. After not receiving the refunded amount after about two weeks, I called the Viator customer service line to receive an update. From there I was told that I would not receive a refund. For reference, this was over $800 I was out of pocket. I detailed the airport incident to the rep, and a refund request was opened for me. The confirmation email for this interaction was sent to me. In this email, I was assured that Viator "will be in contact within the next 7-10 business days" signed by customer representative Marwin. I did not in fact receive any updates from Viator during this time. Due to the lack of response, I contacted my bank to make sure that my well deserve refund would be processed.
After not receiving feedback from Viator for over a month, I was shocked and truly appalled by an aggressive email from the chargeback side of the company letting me know I had to pay the balance, OR ELSE!!! The email threatened to pass this on to debt collections, which is not only unprofessional but comical and tacky.
I immediately called the customer service line, and surprise surprise they never called me back to follow up, even after specifically requesting to receive a phone call follow-up from the supervisor.
I had nothing but high hopes for this company, but I was completely deceived and treated with such disrespect. I can't believe such a "reputable" company could treat a customer this way. I will make sure to spread the word to never use this company.

We booked a swamp tour in New Orleans with Viator. The airboat ride was supposed to be an hour and a half. When we were about 15 minutes out the boat broke down. We sat out there for over an hour before someone came out and fixed the boat. Then we did NOT get an extension on the tour. We were pretty much just taken back in and lost the whole tour. The company refused to give us any compensation. $148 for a painful experience

Book an airport shuttle from Belize City to Placencia 4 days before arriving. Had a paid confirmation and they shuttle never showed up. Trying contacting the local tour company who was suppose to be driving and got voice mail. Messaged Viator no response till I asked for a refund. We did get a refund but then had to pay for a flight and spent 3houts sitting in the airport. Waste of time and I would never recommend them.

Absolutely terrible! Thought I was booking a 3-4 hour excursion while at port, went ahead and booked only to then after booking get details that its actually 7 hours. I'm now out $300 and viator won't refund even though this is their app mistake!

The problem with Viator is communication. They have their booking system and the vendors has theirs'. Two systems are not always in sync. I was trying to book the Night Manta Ray Adventure on the Big Island, Hawaii through Viator.com but there were no options to book one snorkel and one ride along. So I called Viator customer service asked Judith to book them for me. I got the confirmation email of two bookings in one reservation, I thought this was all done. A day later I received a cancelation email with no explanation but canceled the ride along reservation. I called customer service again, Mark Jonathan told me there's no way to book this two bookings in one reservation, it had to be two separate reservations. So I asked him to go ahead cancel the snorkel reservation as well, he did and I received the cancelation confirmation email. I spent so much time with them decided to go with another company. Two days before the original reservation date I got the a reminder email from Viator.com to pay my tickets. But they were canceled! I had to research to find the actual tour company's phone number. I called, the guy over there in Hawaii, he told me in his system the reservation has been canceled and he had no idea why Viator sent me and reminder to pay tickets. I called Viator again to make sure we are not being charged. Viator is a middle man, this whole process wasted so much my time and worried being wrongfully charged. I will never book a tour with them again!

My wife and I had booked the Glasgow Street Art Walking Tour on May 22 when our cruise ship was docked in Greenock. When we exited the ship to seek bus and train transportation to Glasgow (approximately 25 miles), we learned that transportation services were being disrupted due to strike action. With the afternoon tour, we felt uncomfortable that we could count on getting back to the cruise on time so I sent an email to the tour operator to explain the problem. I was aware of the 24 hour requirement for notice of cancellation but I was hoping that some consideration would be given to our request for a refund under these circumstances. We have dealt with Viator on other tours including on this cruise. Unfortunately, their response was basically "rules are rules" so we are now ex-Viator customers. The tour looked interesting but not impressed with their response either.

Had a medical emergency that required us to cancel with 22 hours notice instead of the 24 hours. Zero refund. “The decision is final.” Hopefully while you travel mid pandemic, you don’t discover any medical scares, because this company will not protect you.

Their prices are higher than booking directly with the tour company. I paid $60 for a pickup and return I only used the pickup as the tour guide dropped everyone off at their hotel and they won't return the half I didn't use. They don't care if you are disabled and they have zero customer service.

Poor information given re meeting point etc, trip had been sold on twice which meant when things went wrong at departure point, a big delay re if tickets were valid, and after waiting an hour to get a good seat the whole boat boarded before us. Viator refused refund and said no refunds from local company, local company had advised me to fone and did that for me to the ' inbetween' company. A shambles of info causing us not to do trip, embarassment and disappointment.
Absolutely no responsibility taken. DO NOT BOOK WITH THIS COMPANY, SHAMBLES OF A SERVICE WHICH WILL STAIN YOUR HOLIDAY.!

Horrible guide in Nuremberg. Booked him through Viator. I'll never book through Viator, again. Very lazy and not interested in the subject material. Did not want to walk up to WWII sites. Just wanted to stand way back at a distance and show photos he downloaded from the Internet. In the old city, he walked a block ahead of us. He was oblivious to the customers. Wouldn't offer up information, unless we asked. Just wanted to flip through his downloaded photos.

I hired Viator to pick my wife and I up at London Heathrow and take us to our hotel. While my flight was on time customs was extremely slow and it took us an hour to get through and get our luggage. When we walked out of baggage claim we discovered that our driver was nowhere to be found.
When I called Viator, the first agent told me that I had not signed up for a transfer despite reading the confirmation number to them. After hanging up, I called back and this time the agent did find my reservation. I explained the situation to her and was told that the driver tried calling me, which they did not, and when we did not exit customs/baggage claim in a certain amount of time the driver left. I asked the Viator agent if they would be sending another driver and was told no. The only way that they would send another driver was if I paid again for the service which they did not render.
The agent was callous and did not seem concerned one bit that my wife and I were stranded at the airport. The lack of trying to find a solution, other than paying in full again for the transfer, was very disappointing. I will not be using Viator in the future.

Nosotros hemos reservado y pagado una excursión en Málaga de catamarán con ellos, al llegar nos dijeron que estaba cancelado porque tenían una fiesta privada. No nos han devuelto nuestros 24€,y encima dicen que no hacen el rembolso porque fuimos otro día, cosa que es totalmente falso,no nos dicen qué día y a qué hora, más que nada para saber nosotras si podemos ser omnipresentes. Lamentable,que se queden con tu dinero de ésa manera.Las fotos son de la fiesta privada del catamarán,que por eso nos dijeron cuándo ya estábamos allí que no había salida, habiendo hecho la reserva y el pago varios días antes

I canceled my reservation April 13th trip date was April 26th policy is full refund if u cancel 24hrs prior my credit card was still charged $275 dollars. Viator why yall do that. I'm in the process with my cc company for that refund. Ppl watch you cc statements when they come.