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.
Our group of 5 persons are looking to book a Rome tour of the Colosseum Underground and Arena next year, and I need some questions answered so we can plan and choose the correct tour. The tour we are looking at is product number:90364P2. This does not include a guided tour of the Roman Forum or Pallintine hill, which we want to do on our own. If we buy this tour, does the tour ticket get us entry to the forum and pallintine hill after your tour? Also the tour time is stated as 2.30 pm. Can we get the tour at about 8.30 or 9.00 am. Thanking you for your help.
Visiting Istanbul on a five day city break. Because my other half has walking problems decided on a Full day city tour with private tour guide and red carpet treatment with luxury mini bus.. The travel guide turned up on time but she said it was a walking tour. Explained to her that my husband had walking issues and i said if transport could not be provided I wished to cancel. After a good 30 minutes transport did appear. Paid a lot of money for this tour and Viator should give the customer what they have asked for without the hastle of stressing I wanted what I had paid for.
Hi. My friends and I are interested in your “4 day Switzerland Tour from Geneva to Zurich”. I would like to ask and know if you have a size limit on luggage. Since we travelling for three weeks around Europe our luggages are large sizes. Is this ok and would it fit in your luggage compartments in the bus. Thanks and hope to hear from you soonest.
I have booked an activity at the Bear Grylls adventure in Birmingham and the codes given to me are not valid at the venue so the activity is not available to me I have requested the codes to be sent again or changed the marketing dept at the Bear Grylls have also tried to access the order I have been told I cannot have a refund but will not be able to take part in this activity there is no opportunity to complain to this company
I have enjoyed previous viator experiences and am looking for two day excursion around Jerusalem.
I want to visit The City of David, Israel Museum, Holocaust Museum and a few other sites.
Do you have Jerusalem-only day tours that would include these sights?
Thanks in advance for your help.
Hello there,
I try to book the round trip from Cancun airport to Mia Reef Isla Mujeres hotel for 2 adults. I want the round transfer includes hotel pick up and drop off, and round ferry tickets. Please can you help me out to do it. How much is the total price for 2 adults?
I cancelled a tour with Viator and received no confirmation email despite the booking now no longer on my account. I had received no refund and had to phone India to follow up. I could not access the sales rep. chat line on the Viator site (had managed this by accident once before but could not find it then when I wanted it again). I have lost so much time doing this and still do not know if I will get my refund. The tour operator in India said that they had NO NOTICE OF MY CANCELLATION (6 days later!!!!)
I have had the worst experience with ViaTour. I booked a sailing day trip online and received a response saying I will be notified with my booking reference number etc. I waited and received nothing. In the mean time the cost was taken out of my credit card. I contacted the Live Chat and they informed me there was no booking and could not refund me the money and gave me a number to call. I called the number and went through the whole process again, and was told I had to contact my bank….totally unhelpful, just repeating the same scripted statements. I told them I have proof of the amount on my credit card and to give me an email address to send hte proof – I got nothing, no help, totally horrible attitude. I contacted their feedback email address and was told EXACTLY THE SAME THING…no help, it’s just sending people in a loop of frustration. I had to go to my bank, put in a dispute about the payment, and now I have to cancel my credit card and go through all the issues with a new credit card because no one would help. Completely unhappy – will never trust their booking site or use them again.
Viator has allowed the tour company to cancel our confirmed booking for LA to San Francisco trip last minute which is 2 days before travel. We are foreign visitors and to deal with the cancellation and loss of hotel stay is tremendous stress. We need to figure out for our group of 7 including children alternative travel and accommodation at last minute with hotel charges doubled and booked out. Why is Viator allowing this dubious and irresponsible tour company without recourse and compensation and even include such tours in Viator?
My husband and I would like to take the 3 day tour of San Giovanni Rotundo Oct 29 to Oct 31 for $386 each. However, we will not be staying in Rome on Oct. 29. We will be in Sorrento. I am guessing this means that we would have to travel to Rome to get the train south to the shrine. How would we get our tickets if we are not staying at a Rome hotel?
How do I get in touch with you? Have inquiry re trip. Have called from Melbourne on my mobile to Sydney but put on hold. Don’t you have a toll free number in Australia.
Hi.
I accidentally made a double booking of the same tour. (I am going to do the tour on 17th November 2018). It is the mud pool tour and garden of the sleeping giant in nandi. It also booked and charged for the tour on 20th November 2018. I tried to cancel the 20th November tour but it would not allow me to do so. Can you please assist in cancelling the tour and refunding the money. (i note it says cancellation is required by 18th November) Today is the 16th. I have also emailed the feedback team to cancel this.
Hi,
I am sending this message with the hope that someone can help with my problem.
Whilst in Edinburgh (uk) recently I booked for 3 tickets to a ‘ghost tour’. When we arrived at the meeting point, as directed, we were told that our 8pm tour had been cancelled and that the website hadnt been updated.
We were VERY dissapointed but was assured that the funds will not have come out of my Bank account. However, I have just checked my Bank statement and your company has taken the sum of £41.00.
I trust that this money will be refunded back into my account at your earliest convienience?
I have a photo of my statement that shows your company name (Viatour) having debited my account for the sum above.
Kind Regards
Leah Price
We are traveling on NCL Epic due to arrive Naples on Tues 10/30 but due to inclement weather we are not stopping at Naples and we have the Sorrento, Positano and Amalfi tour booked for Don Richardson for 2 people. Can you please cancel the reservation and issue a refund. Thank you. Don ref # BR-669611156
I booked an airport transfer from Dublin airport to my hotel. Booking was made on the 24th Oct for collection from the airport on the 25 Oct Booking ref BR 671422539. When I arrived at the airport no driver. I called the local number provided by Viator to be told that my booking didnt exist. I then called the London number provided to be told I booked to late and had the phone slammed down on myself by a very rude operator.
Viator have deducted funds from my bank account for a service I HAVE NOT received.
I would like a refund immediately and an apology for a very very poor service.
I wrote to you on 19th October concerning a query I had with a booking I made through you for a dinner cruise on the river seine on 15th October. As yet I have not even had the courtesy of an acknowledgement let alone a reply. I should therefore be grateful if you could look at this matter and get back to me ASAP.
23/10/18
Regarding London One Day Sightseeing Tour 3858EE004LE SEPT 22 – 4 Seniors.
Comments from my clients:
Tour was a little “light” and the guide quite insisted on sharing a litany of anti-men jokes.
If you could pass on that comment to the tour provider, it would be appreciated. A little more professionalism would have been appreciated.
Thank you
I had a river dinner cruise on the river seine in Paris on Monday 15th October, itinerary no. 1076449289, booking ref. BR667785405. Although the staff were friendly and the views of Paris at night were spectacular, the boat was not as advertised. The boat shown in the advert was modern and well furnished, whereas the boat we got, “The Melody Blues” was not. It was built in 1919 and therefore did not have the large glass panels for viewing, and the inside was very dated and not particularly well furnished. This is not what I paid for. As this would appear to be an offence under the Trade Descriptions Act, I would hope to get some sort of compensation. I look forward to hearing from you shortly.
Fellow Travelers,
This is a warning, DO NOT BOOK WITH VIATOR
My family and I (spouse and 3 year old) recently booked a trip through Viator (who then contracted to Lets Travel). We embarked on a 4 night/ 5 day trip/tour in Sept. 2018. The trip was advertised to be a Blue badge guided tour of several cities in England, Scotland, and Wales, with entrance to stonehenge and other locations, in a luxury coach with three star accommodation.
I promise this was NOT a misunderstanding, unmet expectations, or us being displeased about services rendered. This is about false advertising, deception, breach of contract, and fraudulent activity.
This review is to warn you! To let you know we received NO guided tours of any kind. That our tour guide was no tour guide at all – he himself stated he was only a driver – who had never even been to Scotland before, texting while driving, the whole shebang. And there was no tour guide provided when we arrived at our stops either.
The trip was SO BAD! All eight of us got off the mini van – yes, it was a mini van – and have all been fighting tooth and nail to get refunded for this trip. Moreso, there has been no effort by lets travel to make right in this situation. That it is our fault for cancelling the trip.
Booking with Viator left our family trip to the United Kingdom in RUINS, and has since left us emotionally and financially distressed.
Ok, you were warned. There are plenty of travel companies out there, please learn from my mistake and pick a different one.
Hi,
We will be leaving for Osaka Japan on October 31, I have inquiry regarding Tour code: 17229P121 Private Full Day Charter including Osaka, Nara, or Kyoto from Osaka. I just want to check if your miniVan can also occupy 9 adults and 1 child? or do you have any options you can offer with us with regard to private tour with driver within Kyoto and Nara. Please reply soonest. Thanks. As shown in your website, you have Share a minivan for 10 hours by 1-9 persons. Pick up at 09:00am. at $816.98. Is it possible if can accommodate up to 10 persons? (9 adults and 1 kid) thank you very much!
I am trying to book a pick up from cruise ship to hotel in singapore on 19th october from the ovation of the sea, on the form it is asking for pickup location but i cannot see the cruise port on the list please can you help me.
We will be going from ship to orchard hotel
Hi,
I made tours through Viator, which is connected to Tripadvisor. But none of my products is shown when one looks through the list of attractions in jaipur city. Like under the “things to do” but my product is not offered How can I make my Viator tours appear on the page of attraction which is covered by that tour?
Best regards,
Mahesh
I have had my credit card charged for a $47.06 charge that I never authorized on 7/9/18 and posted on 7/11/18. I either need a non-800 number (we have to pay international long distance rates for 800 numbers) to call or to have you email me back so I can give you the particulars privately.
Thank you for your help.
Good afternoon I am looking to book the Eiffel Tower lunch and Seine river cruise. This will be for June 2019 but your booking availability only goes as far as March 2019.
Can I book this far in advance? If not cab you let me know when June will be available to book on line.
Thanks
Therese
I am interested in booking a tour for Norway and Denmark but the available dates do not extend beyond September. My plans are to visit in November.
I am interested in potentially booking a day trip from Santiago, Chile to Cajon del Maipo; however, in the “Additional Info” it says that a minimum of 2 people per booking is required. Does that mean as a single traveler I cannot book this trip? Or does this mean that there must be at least 2 people who independently book the trip in order for the trip to take place? Please advise.
I just booked an excursion to Mt Pilatus from Zurich and my credit card was charged twice ($354 twice) and I did not get the reservation number or tickets. I called for assistance and they told me that the booking is not registered. I called my bank and the charges have been made. I need to solve this problem ASAP. Thank you.
Hi, I would like to claim a refund for the following tour. Summer Tour: Banff and its Wildlife. Booking Reference BR-651697037. on Wednesday 16th May 2018.
On the morning of the tour we were at the departure point before 8.25am for the 8.30am departure time stipulated on the voucher and information sheet. We spoke to other coach drivers that were present and were advised to wait and our coach would be arriving soon after. One of the drivers worked for the same company and told us to look for a coach the same as hers.
After about 20mins I rang Banff Tours and enquired when the coach would arrive. I was told I had been sent a message at 8.19am that the coach would wait another 2 mins then depart.
We the went to the Banff Tours office and showed the staff member who I had previously spoken to, the information sheet that clearly shows the departure time as 8.30am. Her comment was that the was wrong and that the sheet should have shown 8.15am.
As we were clearly given the wrong information I feel a full refund of $299.16 AUD is warranted.
I await your reply.
Regards
Vic.
I have made a booking BR-652734040 but on the morning of my tour it was cancelled by the operator.I was told I will get a refund but till today nothing yet.
Where can I look for a email adres for Viator ?
Regards
Dear Sir/ Madame: I am writing you this lines under a great disappointment regarding the reservation related to the tour I booked, payed and could not take for reasons out of my control. Tour information: 2785SUNSET, br-656853940I, Confirmation #: 1067913237, Booking Reference #: 656853940. i arrived at the dock, for the Sunset Sail at 5:40 pm. It is true I did not arrive before 5:30 pm, because I got lost. On other trips, many of them, I have taken with Red Sail, the company had the courtesy of waiting about 15 minutes for the late customers. At the moment I arrived at the pier the ship was sailing just in front of us. The Red Sail representative, a lady, did not do the minimum effort to call the ship back. Unfortunately the next day I had to fly back to my country and could not reschedule.
I would like, very politely, ask for a refund due to the circumstances above mentioned. You have the argument that the tour is nonrefundable because it is in writing. At the same time you have the unique opportunity to provide me my refund, make me happy and have a satisfied customer. I hope Red Sail´s desire to have satisfied customers will prevail.
I will be waiting your answer.
Sincerely yours.
Jaime Fabrega
Viator Booking BR-683347844 [ ref:_00Dd0gJSL._5000W1NOMRn:ref ]
I am very dissappointed in your response.
First of all , why do you only provide a Japanese number as a contact for people? Has it not occured to you that not everybody will have a Japanese sim card being in a ” foreign” country..?
Surely you should know that customers need to contact you and in this day and age could provide a messenger / whats app contact. I was extremely stressed trying to find you guys and through no fault of my own could not get to you in time as I got lost and simply needed some help. If I could have called you guys if things were simpler and I would have made the trip. I was so upset because I was really looking forward to going. This was going to be the highlight for me.
I booked this on trip advisor in good faith after reading your reviews and felt i was dealing with professionals. This is certainly not professional! I had also booked other things through you guys. Check your records.
I feel that some form of compensation is due and should you not assist me , then unfortuantely this will force me to give you a bad review on trip advisor.
Please see what can be done as simply saying no show is really unfair and I don’t accept this.
Travelling alone in Tokyo is very difficult with all the language barriers.
The last email from your team was very standard and not acceptable.Please be so kind as to return my money.
Thanks
Sally