Our Horrible Experience 1/5
By Jurassic Fans 4ever
This app is the worst booking app ever. It confirmed the booking for a specific experience, and the day right before the experience was supposed to happen the experience company sent us an email that said there was a confusion and they where giving us a refund and cancelling our experience. After that we called the company that ran the experience, and they said that Viator had not confirmed the experience, which means that Viator had not actually reserved our experience. We were really mad that they had not booked the experience.
Inconsistent Communication 1/5
By Opalexa
I downloaded this app to help me plan my vacation to a Hawaiian island I hadn’t visited before. I booked 3 excursions and was getting follow-up emails from 2 of the 3 providers via Viator. I checked the reviews for the excursion I wasn’t receiving an email from just to make sure there wasn’t any ‘surprise’ info I wasn’t getting, and based on what I saw assumed I just needed to show up. This was my error - I suppose I should have been super-thorough and called the vendor directly to ensure there were no further instructions (isn’t that what a booking service is supposed to do on my behalf?). Long story short - Viator did not send me the follow-up email that most travelers receive, resulting in frustration on our part and the vendor’s. Luckily the vendor was understanding and accommodating. Will not be using Viator for any further planning as I can’t trust it now. I might just use the app to see what options there are, then book directly with the service providers. I highly recommend you do the same!
do NOT use 1/5
By Lexiiii.
do NOT use this app to book events on your trips, etc. they charged me over $400 for an event that was cancelled and have not refunded me (it has been over 7 business days), and when i called to fix the issue they said that they never took the money from my account because it was cancelled within 48 hours, but there is a clear charge of over $400 from my account from viator. save yourself the headache. and let’s also talk about how the upcharge everything by hundreds rather than just booking direct.
Love it 5/5
By AMR+KEA
Easy to navigate site. Check out process easy. Love that the events are fully refundable in case something happens and plans have to change! Thanks for helping us plan our vacation!
Yay 5/5
By Pam in Alabama
Super helpful!! I would highly recommend
Frustrating 1/5
By Braden Thornton
It doesn’t allow you to search a particular activity. It only lets me pick the place and narrow it down to “water sports” but won’t let me search snorkeling. It’s a terrible app.
Easy, convenient, and reasonable prices!! 5/5
By Dimya H.
I absolutely love Viator. It’s simple and easy to book any activity around the world! It gives you an opportunity to experience things that you’d otherwise may not be able to do or if you are able you’d pay way more money than you needed to pay. And it’s tax free so the prices you see are the prices you pay. I will always use Viator anywhere and any time I take a trip anywhere! I love that they also offer hotel pick up and drop off as well as the option to meet at a meet point if you don’t want a hotel pick up and drop off. The guides are always kind, friendly, and very informative about whatever activity you are doing. I give them a 9/5 star review.
Great app 5/5
Very user friendly and lots of choices!
Convenient source for all your bookings 5/5
By MarsBar3736
I like that it saves all of your bookings in
a single app, making it easy to reference and remember plans. And it gives reminders.
Excellent value! 5/5
By Fly'n hi!
I have used this company in the past when I’ve visited Australia and have enjoyed myself immensely. They are dependable, informative and safe. I booked a couple Blue Mountain bus tours with stops at caves and a wildlife preserve. Just amazing! I am now using them for a few sightseeing tours in Paris and will review that trip afterward. Great value and less headache then arranging everything on your own. Enjoy the world!
Our favorite place 5/5
By dalrox
They are family ❤️
Food is delicious, beach and the pools are beautiful with lots of activities!
Watch out 1/5
By ducdyfdrgsd
Be careful with these people. If you pre-book something and it gets cancelled, you won’t necessarily find out in time to do something else. My trip was canceled and because it was transferred to “Trust and Safety”, the customer “service” chat bot wouldn’t tell me anything. I’ll never do business with this outfit again.
Bad program 1/5
By ctl158
Wanted to use promo code that only worked in the app and unable to use.
Coupons 1/5
By Spaggie Gupta
None if the coupons worked. Even the one suppose to have worked with the app.
easy and quick 5/5
By jen😊😊😊😊
pretty easy booking through app. and reasonable price. my second time using viator, I will definitely use it again.
Promo code didn’t work 1/5
By Bek8795
Just a rip off from Viator, sent me email with 10% discount code but never worked BOOKWITHAPP10.
Disappointed 3/5
By butkrys
Received an email requesting I download the VIATOR app, which I did the next day, to get 15% off my next tour. I downloaded the app and reserved a tour in Rome. Whilst checking out, I put in the code to get the 15% discount. The web site said the code had expired. Very disappointed!
Always good! 4/5
By cr432
Past experiences with Viator have always been good - we are excited to use them again!
Phuket scam Not helpful at all 1/5
By Puket trip
When you run into scams, Viator doesn’t help/protect. We were charged over $120 while we were scammed by tour operator we book a day trip with. Truly disappointing
Awesome! 5/5
By coqui_88
Just booked my tickets and it was fast and easy
Does not show same tours as website 1/5
By qwerty1324
Unable to properly search for activities in a given area on the app, whereas I can on the website. And I can’t find a way to open a web listing in the app. So the app is pretty useless compared to the website.
Needs help! 4/5
By kfergus999
The good: offers plenty of options in many places, and has filtering that helps a bit, but could be better.
The bad: Difficult to discern details in many tours. App has feature to save, in a list, tours that you look at, but it doesn’t work! on app or website.
Worthless 1/5
By EYCR
Booked a tour using this app, your was cancelled and still have not received a refund from 2 weeks ago. Nothing more than a money grab app. Watch your wallet when using. Also very discriminatory, restricts activity based on your age. If over 65 your screwed
Worst customer service 1/5
By kmoonangel
Don’t waste your time with Viator because their customer service team won’t care about your travel experience. Save your time and money by staying away from Viator, booking directly with local travel agency or use other platforms.
Love this app! 5/5
By Honeybeebee76
Book services and excursions with ease and confidence. Visitor has never let us down.
Do not cancel if within 24 hours 1/5
By kk202314
They don’t have any indication about the policy when you try to cancel within the 24 hours . It looks like you will get your money . But the fact is no . On their app , they said please allow 3-5 days for your refund to be processed, even though my cancellation is within 24 hours. But they said they will not refund me the money . That is so confusing. I know they have this policy, but you should not confuse people when the cancellation process is begin.My English is not good. But I saw same situation like me in the reviews. Bad cancellation experience with them.
Outstanding Viator tours; 5/5
By Renrag 5
Your tours, and everything we’ve ever booked is top notch !
Stephen G
No composition for a terrible experience 1/5
By badexperience 9172748
Had a tour booked in Madrid , waited a hour, no one showed up. Talked to the customer service but they didn’t give us any compensation for our troubles .
App won’t let you log in via email 1/5
By Medstudent1223
App won’t let you log in via email
Frustrated about Customer Support 2/5
By LunaTunaSalad
I need a phone number or email to contact customer support and the site and the app are no help.
Wonderful Trip to Paris and London 5/5
By illinifan60076
I booked a trip for four days in Paris and three days in London. Since it was such a short trip, I wanted to be able to cram as many tours as possible into the seven days. For Paris, I had booked a walking/boat tour of the city, a tour of Versailles, a bus trip trip to the Loire Valley and a guided tour of the Musee d’Orsay. It took a lot of planning to be able to accomplish all four tours because some were only offered on certain days of the week. By using the app to flip back and forth between tours, I was able to schedule a tour for each day in Paris. While in London we took a walking/bus/boat trip of the city and a bus tour to Windsor/Bath/Stonehenge. The last day in London was spent shopping and we saw a play in the West End. I booked all but the theatre tickets through Viator. I had my tour tickets in my Apple Wallet and also carried a printed copy to the starting point of each tour. All went very smoothly and seamlessly. They were all booked about six months in advance and I had all the confirmation info in plenty of time for the trip. Great customer service and a great app.
Disappointing Customer Service 1/5
By George Orr
These people are very difficult to get I. Touch with. You should try it outside of the country. Their app and website are terrible also, difficult to navigate, broken links and their entire Privacy Policies are suspect in my book. Try deleting your account. They use deactivate. So l've blocked them as I do not trust their privacy policy and procedures. And they are just tour brokers for others.
Scam 1/5
By morsani
Booked a tour 5 days in advance. Day came and over an hour waiting, messaging with tour operator through Viator app. No response. Tour operator never showed. I called them directly and they said Viator never confirmed. So Viator took $250 with no plans to deliver what was purchased. Beware.
Ruined Christmas 2/5
By Near bear
We booked our snorkeling adventure 3 months ahead of Christmas, knowing it would be a busy time, only to find out when we showed up to check in for our adventure that Viator never confirmed our booking and therefore our four-hour Christmas adventure would not be happening. Viator blames it on the trip being fully booked previously but I fault them again for not telling us or remedying the situation with over three months lead time. I give two stars rather than one star because our bike ride booking yesterday was smooth but with Christmas plans ruined, I have lost my faith in Viator
Great tour company 5/5
By Monroe1263
I’ve been on quite a few Viator tours. They are always good and if there is a problem the company promptly deals with the issue.
Wonderful customer service 5/5
By trg6315
Because you have to plan so far ahead to have a wonderful vacation things off and change in plans get disrupted that or does a wonderful job of letting you move or cancel without any penalties. Thanks for a great experience
Great! 5/5
By ttigeress
Great customer service, deals and very easy to use. I’m always confident every time I use their service.
Don’t use this 1/5
By Abcdefghijklmnopqrstuvwxyzrrrr
Terrible, this site will book non-refundable tickets for any date it can, long after trip is over.
Terrible 1/5
By 16deli
Tried to purchase tickets for NASA Space Center Houston. It fails to process credit card. Tried 5 different credit cards from different people; it fails. Same problem on website. Customer Service could not solve the issue either. Waste of time. App is garbage.
Good App but nowhere to enter the coupon code 3/5
By Techee 12485774
I downloaded the App to use the 10% of the first three bookings through the App, but there’s nowhere to add the coupon code.
Terrible website 1/5
By Wtobea
I can’t log in via my emailed link, I don’t know why this company doesn’t let you log in with a username and password. Seems very backward.
Nairobi full day excursion 1/5
By mujer Ecuatoriana
A nightmare!! Got my confirmation a couple of days before. Alerts as to the exciting adventure ahead followed. I got my booking ticket. Ready at 6 am as requested when no pick up happened I called the company who said they didn’t have me booked. Several calls later, with the help of my hotel, they agreed to send someone but I would have to pay him 5,500 Kenyan shillings. I had already paid for transport with the initial booking.
Needless to say I did not want to be strong armed or deal with a company I felt was so unprofessional. I never received an apology for the mix up. Trying to get a refund from Viator.
Hotel advised that I should research who the tour operators are beforehand. That is not something that happens often, but with a limited window to do as much as I can, this was a blow. Scrambling now.
I have to include a nickname to send this with twenty tries already. I’ll start to feel paranoid thinking they want me to give up and not send a 1 star review.
Viator 5/5
By MGBowen22
Viator has great customer service, refund policies, and always supports my last minute bookings and changes.
Horrible customer service and coordination with hosts 1/5
By Vietpho
2 hour late and no compensation and bunch of excuses. Make me wait on phone to delay it longer and still got nowhere.
BEWARE! UNEXPECTED CHARGES! Would give a zero if I could 1/5
By WorldSeries2018
Had booked a couple tours through this app without any issue. However I had just recently came across duplicate charges close to $1000! for a tour I do not even recall booking. When I reached out to their customer service to what I expected would resolve this issue quickly. They made me communicate over email and started becoming non-responsive to my questions trying to figure this out and essentially seemingly tried to run and hide with my money. They’ve become unwilling to help. DO NOT USE THIS APP! They will leave you holding the bag and unfairly take your money
Missing functionality 1/5
By J2eee
I’ve used Viator for many years. What happened to the itinerary section? The highlights section provides nonsensical info like “see beautiful waterfall and hidden gems”. But, on many tours, there is no itinerary section at all. I’m not booking a trip if I don’t know where it’s going and what I will see. Bring back the itinerary section for activities and tours!
Worst, Dumbest, Most Insincere call center customer service 1/5
By gusto104
I am a long time traveler who has, unfortunately, dealt with Viator on more than 500 trips in the last 10 years. I absolutely detest them. Their website is flawed and problematic… The customer service is cloying and call center-dumb… They never solve any problems. What they will do is keep you on the phone forever pretending to care only to come back with "have you tried rebooting your computer?"
I've now decided I will go out of my way to find the same tour listed on any other site in the world… Airbnb, GetYourGuide, whatever… Then give them another dollar of mine. They are truly a useless, missing-the-main-point-of-customer-service business that deserves to go OUT of business.
Great App 5/5
By Buksology
Really flexible and all ticket purchases are actually valid!
Customer service and glitching app 1/5
By kwpodlistener
We paid for a pasta making service and showed up 45 min early and attempted to contact the tour operator listed but the app wouldn’t work and glitched. It had an incorrect phone number and the map description location and visual point on the map were in 2 different locations. I used Viator many times and customer service was beyond unhelpful and I wouldn’t recommend Viator ever again.
