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.
It is my first experience with Viator and I really wished it would be a nice one to start with. We booked 2 tours in Rome to discover by mere chance they don’t include the main thing, the tickets, and we still need to buy the tickets on the venue, so why use the website in the first place? After booking, the tour guides force you to pay double or triple the amount shown on the website for the tickets (which is double the normal price of the venue tickets if you get them on the venue official websites) and pay for services you might not need at all like hotel pick up, foods, drinks, etc. The way the wording is handled on the website is misleading compared to other tourist website that would never dare to mention the word “tour” without giving access to the venues themselves. We are visiting Italy for a couple of days and this whole thing ruined our trip and wasted our money, time and effort. We contacted the call center in the US asking for a refund and they confirmed they escalated a refund request for our both reservations. We made a last-time booking, less than 24 hrs before the trips because we are short of time, so we don’t have the luxury of asking for a refund given such a strict refund policy of Viator. Let’s hope they get back with a fair solution so that it won’t be a waste of more time and money.
I am currently in Vietnam (HoiAn City) and have had two tours cancelled due to coronavirus. The operator in both instances has told me to contact Viator to arrange refund. I have attempted to log into my account via the online app however the app is poorly constructed, as it shows my current bookings as empty.
I’ve used Viator before several times and never had an issue. However, the issue I had this time and the treatment I received from Jennifer, one of the supervisors from customer service was enough that I won’t ever use their services again. According to my original booking they were suppose to charge my card on a specific date, there was no indication that my card would be charged earlier. The booking even said “Your card will be charged in 8 days (on 02/07/2020)”. They charged my card the day without prior notification so I was unable to transfer money to my account in time and they cancelled my booking. When I called to ask if they could reinstate it they said I’d have to do the booking again but this time it was at a higher price. The excuse they were giving me was that the tour vendor raised the prices. However, when I called the vendor it was the same price as before! When I spoke to Jennifer, I asked her for an email or some contact information to a higher supervisor or corporate and she lied to me and said she didn’t know any! How absurd! She said she couldn’t do anything for me, and if I wanted to book solely with the vendor I should do that. She did not even try to assist me! It wasn’t like I was asking for a cheaper price than what I was originally quoted, I just wanted to pay what they originally quoted me when I first booked the tour. It was their mistake they charged me ahead of time and cancelled my booking so why was I being penalized for it. Absolutely horrible customer service and behavior by Jennifer, a supervisor of the customer service department. I will never use Viator again, and I suggest others to book your tours elsewhere as well so that you don’t have to spend 2 hours on a chat and a phone call trying to sort out an error on their part, and in the end be treated like you’re not a valued customer. This tour was going to be the highlight of our trip and now it is absolutely ruined by Viator and Jennifer, a supervisor of the customer service department.
I have booked two trips from Marrakesh at the beginning of November.
I have not received any information from where I can meet the bus for the trip.
Please let me know.
I would like to book additional 3 one-day trip from Marrakesh. Can I do it in an office in Marrakesh, or only on E-Mail
I will be staying in Marrakesh from Nov. 2nd till Nov. 13th
I booked a number of trips with Viator as was travelling on my own in Jordan. The first tour operator failed to show up and I kept calling him. He eventually answered and said the driver would be there soon (already 30 mins late). He didn’t show so I tried to call again but the operator didn’t respond initially. He finally replied and said he was sending another driver who would be there in 5 to 7 mins. He didn’t show up for over 20 mins by which time the hotel kindly said they would find a driver for me so I didn’t waste the day.
The driver from the original company then got very aggressive with me and told me to get in the car even though I was on a live chat with Viator to sort this out. I refused and the hotel told him to leave and that I shouldn’t go with him. To top it all this driver came in an electric car which would have meant stopping frequently to recharge in order to visit the places I had booked.
Viator were totally unhelpful and said I had to write an email to detail everything to get a refund. I did that and they just sent it back saying they didn’t understand what I wanted, despite the subject line stating booking ref and request for refund. Their email was written in very poor English so I assume they didn’t read my email properly.
This company is appalling and have absolutely no interest in customer care or safety – definitely avoid. I subsequently cancelled every trip I booked with them so their financial loss although they have held onto my money for this trip. Shocking and unprofessional.
I have used Viator for several tours in the past, however most recently had the worst possible experience. I traveled to Rome with my entire family (party of 10) and booked a kid friendly tour of the Vatican, Sistine Chapel and St Peters Basilica.
After travelling by taxi to the meeting point and waiting for half hour in the scorching hot 40 degree Celsius weather, waiting and waiting for our tour guide, decided to contact Viator and the tour operator after 10 minutes after the start time – thinking we are in the wrong location. Only after several phone calls do we find out that 10 minutes before the start time of the tour the tour operator cancelled the tour because of a foot injury. No replacement, no explanation. After arguing we were offered a refund of our tour – however the fact remains that a party of 10 have traveled to Rome and are sitting on the steps of the Vatican waiting to see the sites.
After arguing some more, the tour operator emailed us the entry tickets. Walking through the sites without a tour guide was not the experience we wanted, and without a guide we missed the skip the line pass to St Peters and was told we would need to wait several hours if we wanted to enter. Thus we left Rome not ever entering the Basilica – an experience we had arranged and paid for several months in advance.
Worst experience ever – So sad that after talking to my kids about what they would see in Rome, we were not able to show them the sites we had planned to visit.