Head Office
Viator Inc,
360 Third Street, Suite 400
San Francisco, CA 94107
United States
Customer Service
Email: feedback@viator.com
Phone: 866-648-5873
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About Viator
Viator is a travel website showcasing top local tours and activities, curated and handpicked by experts. Founded in 1995, the company is today part of TripAdvisor. On the website, travellers can browse through more than 1 million verified reviews, photos and videos. Viator partners with major hotel chains and airlines, online travel agencies and tour groups, to provide with best experiences. The website is available in 11 languages, serving key markets in Europe and Asia. Viator is headquartered in San Francisco, US.
On the homepage, travellers can search by destination, attraction and tour. Some of the top destinations featured include Rome, Paris, London, Barcelona, Florence, Amsterdam, Venice, Tokyo, New York, San Francisco, Sydney, Melbourne and Dubai. As you click on a particular destination, you will see a list of top attractions and sightseeing places in the city. You can then proceed to book a tour after seeing the pictures, reading the highlights and even customer reviews. You can also see the duration, schedule and all that is part of the package. The experiences include museums, monuments, aquariums, VIP tours, city tours, dining, cooking classes, helicopter tours, sea-plane flights, cruises, surfing, safaris, theme parks, shows and concerts.
You can book tours in more than 2,400 destinations. Viator promises low cost pricing on all the packages featured on the platform. Payment can be made using Visa, MasterCard, American Express, Discover and PayPal. Note that travellers can cancel booking 7 days before activity for a full refund. The cancellation and refund details will be specified in the terms and conditions page. You can simply sign in to your account to view or manage your booking. For more information or queries on payment, refund, cancellation, discounts, destinations, or others reach the Viator customer service.
Hello!
I was in London as a single woman traveling alone and I booked your tour on Monday April 16, 2018 to Windsor Castle, with a lunch. Booking reference was #BR-649909250 from Victoria Coach Station.
The tour guide was great, and a pleasure to go there, but I must say, the “pub lunch” was the most horrible rude experience I have ever had in London (and I go there 3-4 times each year). The waitress was beyond rude, uninformed, and myself and a few other parties who had vouchers were treated like dirt. The food was horrible too.
You should really not send people to that pub, even the other waitress complained that the one waiting on me was really rude.
Please investigate. I have held my travel info to make a point to infirm you it was an extremely disappointing ending to what began as a lovely outing. Never again. I would do another tour but not going into some shoddy dirty pub as “lunch”. It was gross and I couldn’t wait to get out of there… Whatever I paid in part for the total cost of $103.26 for food was disgusting and you should refund it. Thank you. The other guests also agreed and were horrified. We all compared notes.
Dear Sirs, I am writing you as a tour guide, I need to be assisted by you about my profile on Viator tour guide. I registered two years ago and recently I have tried to change my password and after different attempts I couldn’t visit my profile anymore, I have problems with the system.I need your help. Best regards, Arianna Manzo, tour guide in Naples.
We booked the Picasso Museum tour for May 31, 2018, BR-643196836 but it was cancelled due to a strike. We planned our afternoon around this tour, but only found out that it was cancelled when we went to the meeting place. No one from Viator contacted us to let us know it was cancelled. We would like a refund credited to our account. Thank you,
Ivan Streger
I have a tour booked for London this Saturday . I live locally I have a query about the phone number on my booking form. It doesn’t seem to exist. I am really worried now as I have paid for the trip and am looking forward to it butI am concerned having read so many negative comments about people being unable to contact viator .I need a phone number please as I appear to have been cajoled into paying some sort of subscription fee ?….my credit card co. just phoned me as they suspected fraud. I don’t remember seeing details about a subscription fee.You people need to sort this mess out.
I am trying to book a tour but the payment screen won’t accept my name. It says ‘Unable to Process’ – ‘You have entered a name for the credit-card holder that is not valid. Please verify and re-enter the name of the credit card holder.’
Please advise.
To whom it may concern;
Prior to purchasing the Viatour package noted below (BR649462265), we had a telephone conversation with a Viatour representative as to the things that were included. We cannot be certain but we believe that the representative’s name was Apple. (We are not certain since we have, for this upcoming trip, booked or are looking to book, other Viatour offerings.)
The representative confirmed that the hop-on/hop-off bus was included for each of the three days that we would be purchasing the pass. This obviously made sense since the three day pass offered entry into about sixty different venues located at a wide variety of locations so transportation would be required and the Oyster pass was optional.
Upon booking and paying for this tour on the website for the four of us who are travelling together, we received the voucher and noticed that it indicated the hop-on/hop-off was only for one day. We believed that it would be logical that this inclusion would be for each day purchased (in our case three days) but called back to Viatour on April 7th to confirm this. The initial conversation with a representative was somehow cut off and I then called back. We then had a conversation with a representative named Dariel but he was unable to reach the London supplier due to the time zone difference. He suggested that we call back early on Sunday, April 8th.
We called this morning and spoke to a representative named Hazel. Like the previous Viatour representative (prior to booking), Hazel indicated that the hop-on/hop-off bus was included for each of the three days. Given that the voucher indicated otherwise, I requested that she reach out to the London supplier to confirm this. She did so and, after a short wait on the phone, Hazel came back on line and indicated that the London supplier told her that the hop-on/hop off bus was only for one day…not three.
I indicated that this was not acceptable and that we would be cancelling this tour. She indicated that it was non-refundable. (later in the conversation with either Hazel or the supervisor, Lemuel, a refund option was offered but we have not, as yet, exercised that option). We would have to discuss this with our travelling companion first.
We could not get a resolution in our conversation with Hazel and, accordingly, requested an escalation to a supervisor. We were transferred to Lemuel.
This was an exercise in frustration. Lemuel suggested that we discuss this with the London supplier and we noted that it was not the London supplier who mis-represented the inclusions in this package…it was Viatour. The misrepresentation started on your website and then continued with telephone conversations with two of your sales representatives who indicated that the hop-on/hop-off bus was included for each day.
Lemuel indicated that the tour could not be amended to include a three day hop-on/hop-off as the local supplier would be unwilling to do that. We do not disagree as it was not the local supplier who misrepresented this tour. We indicated that this was Viatour’s fault and they need to be the one responsible to match what was described by these two sales representatives.
We suggested that this could be achieved by Viatour sending us four vouchers for a two day hop-on/hop-off bus. We would use the one day voucher first and then activate the two day vouchers. Lemuel kept insisting that this alteration to the tour we purchased could not be done. She could not comprehend that the resolution we suggested was unrelated to the use of the hop-on/hop-off portion of the original tour. Nor could she understand that this was not an alteration to the tour we purchased…it would be a separate voucher. We are not certain if she has sufficient product knowledge about how the hop-on busses work. It would also appear that there is considerable lack of product knowledge on the part of the sales representatives. That…or your website information is misleading and deceptive.
We are in the process of booking a number of tours for this upcoming trip and have already booked one with Viatour. This is a tour/transport to Windsor, Salisbury, Stonehenge and Southampton. We are looking at numerous others while we do a two week Princess Baltic cruise and a subsequent week in Amsterdam. These include three in Amsterdam alone plus three or more during the cruise. Obviously we will reconsider all of them if Viatour fails to honour what was said by their sales representatives. We have used Viatour on other occasions and this has shaken our confidence in the company.
We expect satisfactory resolution to this mis-representation of your tour offering. We can be reached, on our cell phone at: 778-996-9325 or via email.
Thank you
Ross Ruddick
I would like to book a privately guided city tour of New York for two people for May this year. But when I try to book it says not available until 21 December, 2018. It sounds bizarre that nothing should be available for the rest of 2018 until late December. Could you please give me an idea whether this is correct and that I must just forget about a booking for a private tour for 2 people.
We have an excursion booked with you for July 1 2018 for Reykjavik Peninsula Day trip. We would like to be dropped off at the Blue Lagoon and I need to know the approximate time of drop off so I can make a reservation for the Blue Lagoon. Thank you ,Linda Olson
I spent 20 minutes on a long distance call (at my expense) to customer service, trying to get an answer about a booking, and for an important question to be sent to a tour operator.
I got an Indian woman on the phone who had absolutely no idea what she was doing, and after repeating myself numerous times, still didn’t do what l requested. I am going to cancel my booking, and rebook through Getyourguide.
Very very poor customer service
Hi, I have booked a trip in Dubai to the Burj Khalifa. We wanted a day booking, you sent a late e mail with a 10pm night booking. When I called the helpline they won’t change or refund the booking saying that there aren’t any slots available. When I either book direct or go to competitor sites there are plenty of slots! If you had told me when I booked that it would be at 10pm I wouldn’t have booked in the first place. Please can you help with either an amendment or refund. I really feel this is a poor service and not fair that because of your systems, I am being penalised.
Hi, I have booked the hop on hop off bust tour in Munich on 1.4.18. This is Easter Sunday, are there any restrictions on the frequency of the buses and will all the museums/ attractions be open.
Thanks
Elaine johnston
I have been attempting to get a refund that is correct and just from your company for a service that was not received since the occurrence on December 14. I’m told I should accept a 25 percent credit when I was forced to incur additional losses of triple that as a result of the transportation arranged by you and the address I putted by your customer service rep directly somehow being disregarded by the driver and even when shown correct address upon arrival he still tried to charge us more out of pocket and took us to the wrong hotel not even the same name!!! In a completely different town over an hour further away and then we were forced to hire another driver to take us to the correct hotel while we lost our reservation for the London eye. But a 25 percent refund is fair and just? Seriously considering the number of services we contracted through you during that vacation and to deem this ok more than two weeks after the fact??!? Is this really the way you all handle customer service.
And as predicted outsourced customer service in the Philippines that can’t do anything but want me to wait another two weeks to investigate further!!!!
Please, I just booked 45 minutes ago via tripadvisor for viator a 3 day hop on hop off bus tour with boat tour – it has the wrong date, I called and waited 30 minutes, got a rep and my local sim credit ran out mid call – the voucher should have been booked for 3 persons x 3 days starting on Dec 28th, end on Dec 31st. Instead on voucher it showed travel date as Dec 31st.
Can you please assist the correction.
We Leave Prague on afternoon of Dec 31st.
Thanks for your help in advance.
Elmer Lowe
Does your tour of magnolia plantation and gardens in charleston sc include a tour of the inside of the house? The explanation just talks about the grounds and swamp.
Hi I am trying to find an email for Viator as I have a querry about one of your tours that my daughter wants to do but I only want to accompany her.Can you please tell me how I can contact someone about this ?I am in new Zealand
I have booked the starfish and stingray city excursion with you for the 9th of february and realised the ship docks in the Cayman islands on wednesday 7th, please could you rectify this mistake for me and let me know when it has been changed booking ref -BR-633492543 Thankyou Doris Birchill
I paid for a guided tour of the Lourve only to be told AFTER I got inside that I had to walk to an off site to get a ticket! The woman at the counter was extremely rude because I was late. She spoke to me loudly like I was a stupid child and humiliated me. I so wanted to do this tour. If it is at all possible, could you please transfer this to tomorrow, 10/27? I would be so grateful!
17/10/2017
Dear sir /Madam,
I am following up on my request placed with you about 1 week ago.
your response was this.
Your email has been submitted!
Thanks for taking the time to contact Viator. Our customer care team will reply to your question as quickly as possible.
How long do I have to wait?
Our goal is to respond to each query we receive within 12 to 24 hours. Occasionally it may take up to 36 hours to reply. Thanks in advance for your patience.
I have heard nothing since then. Below was my request.
Hello
I suffered a pinched nerve in the lower lumber region of my spine that makes it virtually impossible to travel. My surgeon has stated that I must not travel for at least three months after the surgery. I can supply a medical letter to this effect if you allow me by some email address.
I have been trying to cancel since September 29, 2017 and could not get in contact with viator. 1-617-720-6342 to no avail. My travel agent is also trying to contact you for the same length of time unsuccessfully.
I called viator (1-866-648-5873) who said they are not the ones to speak about refunds.
The tour stated above was carded for Oct 3, 2017
there are 2 other tours:
Boston Hop-on Hop-off Trolley Tour (5046BOS_OTT) – Oct 4, 2017 and
Fall on Cape Cod: Day Trip from Boston with Sightseeing Cruise (3978TOUR10) – Oct 5, 2017.
I was able to cancel all my other tours with full refund except for Viator tours.
I am hoping that this is the correct office to have this request accomplished.
I have one more tour for October 16, 2017.
This is the Montreal to Ottawa Day Trip (15742P3)
Although tis tour is still future I am trying to put all tours on one request so you can see the full extent of my investment.
I am hoping to do this vacation next year this same time in USA, Canada to see the fall colours.
I also had to abort an 7 day NCL cruise from Boston to Quebec City.
If we can resolve this in an amicable way I would certainly do these same tours with Viator then. (My Wife and I were on this vacation)
Regards
William Naranjit
I am unable to pay through pay pal or credit or debit card can you please share a link so that I can pay the amount I have been trying to conclude the bookings since yesterday .
I just booked 3 tours with Viator. As I had to keep re-filling in the dates when the page was refreshed, one of the tours’ date was on the default date, whereas the other 2 tours were the correct dates. This strange discrepancy of dates was not flagged for my notice. I was too busy to check the confirmation email till 2 days later. By then, it was too late as the wrongly dated tour was 2 days later. The tour does not have a refund policy nor allow for a change of date. Can Viator assist me?
Hi,
I am travelling to Japan next week and was looking to book a walking tour (day/night) in Tokyo with Viator. However, it looks like for online booking, it requires a minimum of 2 people to book these tours. I will be travelling solo at this time. Is there any other way I could book these? Many thanks.
On the 24th of September I booked a Tokyo Bay dinner cruise for 2 people for the 8th of October, I Put in all the details credit card details ect, I have not received any confirmation,when I clicked on book now I expected to see something to tell me my booking was successful, I am thinking maybe it not gone through.I would appreciate an early reply. Thank you.
I am not very happy trying to contact you to find pick up time for bridge over river Kwia trip.Your tour company Tour East Thialand has not contacted me and now I have been blocked to get into my emails.We have to walk to another Hotel to be picked up as they do not pick up from our Hotel for some reason.This is not good enough after the good service we have had through you here in Borneo.
Firstly I would very much appreciate a positive reply to this complaint. Previously I have used Viator to book trips in America which were wonderful very organised and very professional. However on a recent trip to Marrakech I booked 2 trips fully expecting your expert service. Unfortunately this did not happen. The first day trip was good however the start wasn’t. We were picked up as first passengers from our hotel travelled to pick up the next passengers the driver went in the hotel and40 minutes later he came out to say it was the wrong hotel.we did in this time try to find him but to no avail. It was very hot that day and waiting in the mini van was too much we couldn’t stray too far to have some air as we kept thinking he will be back soon! The rest of the trip was excellent .Now for the second trip, this was a half day city tour of Marrakech morning tour to start at 10.00am. We waited until 10.15, received a text message again to say he would be there and at10.35 the driver arrived with a quick sorry his car had broken. Fair enough I requested from the start I would like to visit the
Mamounia hotel and gardens. He took us to Bahia Palace which we duly visited this is very close to Mamounia and thought that is where we would go next. He drove on came to a roundabout and he clipped the back of the minivan it was a bad jolt and was quite unerving . My husband had to ask where we were going all the time he didn’t tell us anything of the sights at all. Still no sign of my earlier request. We did finally get to the Majorelle Gardens as requested we parked up had a wonderful time there, got back in the minivan and he then proceeded to back into the parked car behind us again Abigail jolt he didn’t get out to see if any damage either to his vehicle or to the other car. This kind of behaviour is not acceptable anywhere. He then proceeded to The Palmery, I again requested a visit to Mamonia no reply thought that was where we would go next but no he drove us back to the hotel as it was near the Palmery. He just said end of tour! We were dropped off at the hotel at 3.30 so with the time at the beginning of the tour and the end we were only given under 3 hours instead of our allotted 4 hours as advertised. Why did he ignore my requests for’Mamounia 4 times? All in all he doesn’t deserve too work for your company and a disgrace as a driver. Very Very disappointing. Please have the courtesy of a favourable reply with a refund of that trip? Kindest Regards Louise Broadhead
Hi just a query I have booked a lot of tours with Viator ,and I am a member.My complaint is why am I not getting a discount each time I book a tour.I think the amount of tours I have booked i deserve it
Thank you
I accidentally double ordered and had 4 tickets instead of the two I thought I had ordered. Your ticket person at borghese museum caught this and said to email you for a refund for the two tickets I accidentally ordered but did not need. My booking number was br628190341 and supplier confirmation is 1910133.
I agree completely! In this day and age it is ridiculous that single solo travellers cannot be accommodated.
I too tried to book a day tour in Poland this September. I had been tried online for months and was always told that I had to do it by phone. Never was I told that I the system wouldn’t book me in because I was travelling solo.
Disgraceful behaviour on the part of Viator, considering I’m WAS a ‘loyal’ Viator client in the past.
I am very disappointed. I am trying to book a tour for Iceland , and you discriminate against single people. Never did I think you people could do such a thing. This is wrong!!
I would appreciate a response.
Thanks
John
I am attempting to book a private 4 hour tour of Hong Kong with viator on sat. 22 July, With return airport shuttle. I would appreciate a reply asap.
We have many excursions booked with your company on our Italy trip (Venice, Rome, and Amalfi.
We arrive by ferry to Naples on June 30th at 8:50 and need to drop our luggage at our hotel in the historic center. We really want to schedule your Pompeii tour but are afraid we will be unable to make the 10am pickup time. Do you have an afternoon tour or even a later morning one? We are scheduled to fly home early on the 1st of July so this will be our only opportunity. Would you kindly let me know if you have anything that will work for us? Thank you.