Viator

Booked Viator in Dominican Republic for our tour of Santo Domingo. Firstly, no prior arrangements made with us, just a random text saying "Hi" on Whatsapp. Just showed up at our hotel unannounced. The Viator website advertised it to be a "private party" tour with ONLY my group. Turned out to be completely false. First it was a minivan stuffed like sardines, with 13-14 people total and roaches EVERYWHERE. Then we got taken to a gas station and deposited into a HUGE tour bus and over 40 people on the bus. The drivers were all insanely fast (it might be a Dominican Republic way of driving) For $500 USD for 6 people...I definitely would never do this again. Please consider booking your tour with the resort you are staying at. Double the price but much better experience.

Beware. I made a reservation for 7 people for $1400 for an all day wine tasting tour of the Douro River. I told them I was coming a few days before. They emailed the night before and said they could change our pickup time from 9:30 to 10:15 because we had a 45 min drive. I missed their emai at 8am of the tour asking for confirmation but wrote back at 9:00 am saying we were on our way. They wrote back at 9:23 saying it was too late. I called and they said it was my fault and that the guide had taken out another group. They refused to refund the $1400. Do not use them.

TripAdvisor should be ashamed for owning the scam company Viator. This is not a tour company but only an over priced reseller to tour operators who can be completely unreliable. If things go wrong forget about any help as their real motto is probably: NO REFUND, EVER! Save your money and use a real tour company.

Don't book with them. Extremely unreliable, after booking multiple tours with them months in advance, just a couple of days before all our tours we received a cancellation notice. We tried calling to see if they could help. It was just a waist of time, they were incompetent and just blamed the inconvenience on their system. Honestly don't waist your time calling them, just MAKE SURE TO NEVER BOOK WITH THEM. Keep in mind this was my honeymoon, you would think they would be remorseful in some way. Turns out they truly don't care about their customers. Please take my advice, and to avoid stress stay away from booking with them.

I'm not sure if this post is permitted but I thought it good to warn you of the experience we had with #Viator Travel. We booked two tours through them for our trip this month.
The first tour of Castel Sant Angelo. To our surprise it wasn't a tour: when we got there we were given a ticket to get in and the code to an app we had to download and listen to during our walk through. Not what we expected for a guided tour.
The second was worse. We booked the Borghese Gallery & Museum. As it turns out, they subcontract their tours to other companies. In this case it was #onceuponatime. We arrived to find out that Once Upon A Time never showed up. We (& others) were out of luck. We could not get into the Borghese. Viator refuses to refund our ticket fees even though we paid for services we never received.
We will never purchase a tour through them again!

In June of 2022, I bought a FULL DAY tour of Toledo, Spain in English. The tour ended up being both in Spanish and English, with the guide speaking 70% in Spanish (I'm not fluent and had no idea what she was saying most of the time). We arrived in Toledo at 10 am and we stopped around 12:30, when the guide "gave us" 3 free hours to eat, shop, etc. At 3:30 pm, we left for the bus. Before boarding, we stopped for a minute or two at an old mosque. Essentially it was a 2.5 hr tour, mostly in Spanish. NOT WHAT I PAID FOR.
I contacted Viator and explained the situation. They refused to refund or credit me the $75 fee.
I will NEVER, EVER use Viator again. Their reluctance to back their client over $75 will cost them thousands over the next 15 years of traveling. Stupid business decision and the WORST customer service.
There are a myriad of other tour companies out there - do not support Viator, a Trip Advisor company.

I booked a Phila Evening Dinner cruise with this company - 90 days in advance. They make you pay in full. I traveled from FL to PA to meet friends, and treat them to this dinner cruise. 'DAY OF' Cruise, at 11:00 am, I get a cancellation notice! Nuts! Their policy is no refund if not canceled 24 hours in advance. I wasn't the one who canceled, so $475 was at risk! I did get my money back to my credit card - after a 45 minute conversation w/ Viator. Buyer beware. The cancellation email does not say 'who' canceled! Never ever again

I booked a solo trip through Viator while in Panama. I got charged and also received an email confirmation. About 30min later I received an email canceling the trip due to fraudulent activity. When I asked what they meant by that, their response said "it's confidential!" I texted the actual company who was providing the tour and booked directly with them and it was cheaper. The owner of the company didn't know why Viator canceled and was going to give them a call. Do not book anything through Viator! This was my second negative experience but never again! I'm surprised this company is still in business! TripAdvisor should drop them from being a tour provider because it's bringing the good name of TripAdvisor down!

If I could give them zero stars I would! I booked my airport pick up weeks before. I received my confirmation with a pass that I saved to my apple wallet. I arrive at Gdansk airport from Houston Texas (which was a very long flight considering my 6 hour layover in Amsterdam) and no one is there to pick me up. My flight landed at 11:30pm and I waited 10 mins before I reached out to the whatsapp number provided by the website. They simply told me we don't have your reservation in the local carrier's system. HOW IS THAT MY FAULT!? So they just said sorry and processed a refund. So much hassle and stress when I paid in advance so I don't have to stand in 0 degree Celsius waiting for a car!

I missed my sunset bday sail boat because the location was hard to find. I called for help and was directed to the wrong marina, therfore missed the boat. I asked for a refund of $259 and was denied. Then they had the arrogance to reply to my public review stating I would get a credit for a future trip, which was never mentioned nor offered to me.

My friend & I are travelling in Cambodia & booked an event (dinner & a show) through Viator. The cost was $US66, paid through credit card. On the day, we arrived to find the venue closed. We contacted the small Cambodian business who were very distressed by our experience. This show has not been offered SINCE COVID (4 years) and requests by the owner for Viator to stop selling tickets have been ignored. Disgraceful corporate conduct impacting a local tourist industry still recovering

Buyer beware! I tried to buy tickets to the Roman Colosseum, which they had titled "skip the line tour." I figured I was paying more to skip the line to go into the Colosseum, but it ended up only being a virtual reality tour, which I did not find out until after I had already purchased the nonrefundable tickets. I tried emailing them and got no response. They scammed me out of $120.00. DO NOT USE THEM.

I was at the bus stop half an hour before my trip when I got a call saying my trip is canceled. I had already paid for travel and accommodation in Inverness just for this trip and it was canceled last minute.

We booked with viatour for Eiffel Tower at 430p they confirmed sent an email with date and time just to get there at that time to be told OH they moved up your tour they didn't tell you? We are like NO well too late you've just lost $500 the tour guide tried to call them of course she got not answer we tried calling got no answer disputed the charge with Amex just for this lying company to say we were made aware of the time change! We were not they kept out money and refused to refund even though they did not do their due diligence!

I booked four services with Viator for my recent trip to Paris. First was car service to meet my wife and I at Orly airport. Our plane arrived 45 minutes early and I called them and was told that they could not get a car to pick us up early, which I understood, however, the car that eventually came was 30 minutes late.
Second service was skip the line tour of the Eiffel Tower. The day prior to the tour, I received an e-mail that they had stopped offering skip the line tours since July 1st and they waited until the 3rd week in August to notify me. I cancelled the tour and am still waiting for a credit 5 weeks later.
The third and fourth services were skip the line tickets for the Louvre and the D'orsay museums. It was unclear that we had to pick up these tickets personally and that our vouchers were not tickets and we had to go to the location twice because they would only give us tickets for that day and not a day ahead. I will never use them again.

I had a booking with them, they emailed me last minuite asking me to cancel booking as was no longer available, short notice and cost a lot more to find an alternate trip to replace it. Poor communication, thetpy had my money for months then xancelled on me...

I used Viator to purchase multiple tickets for Architectural Boat Tour in Chicago - tickets were fully refundable within 24 hours before event. I attempted to cancel 2 of the tickets 48 hours before the event then 36 hours before the event, then 25 hours before the event - they gave me an endless runaround, but refused to refund the fully refundable tickets.

Went on the guided colosseum tour. It was a disaster. They message me the night before and say they've moved my 10am tour until 10:45am. Ok, no problem. Then they message again later that evening to say it's back to 10am. Then they messaged me at 9:10am the day of the tour and tell me it's now at 9:30 and I need to meet them in 5 minutes. I'm a 30 minute walk away so I ask for a refund. They refuse. We go back and forth several times and they say they'll put me in the 10am tour. Fine. I get there and the 10am is full. Now it's the 10:45 tour. The check-in is chaos. They've got people on the wrong tour times all over the place. Our tour was delayed further because they couldn't match the people there to the people on the list. Once we actually got going the tour guide was good and things were interesting but save yourself the hassle. Go with a different company. And it's not a 3 hour tour as they claim. It's 2. But the headset they give you so you can hear your guide was useful.

Viator han no control over the many tour operators. If there is a problem you are responsible. They take no responsibility of failures of the tour operators. Viator is the profit taking middle man. You are purchasing a tour from another company that viator has no control or connection with. If there us a problem you will find out at the entrance and be stuck there. Remember the tour sites all have their website to purchase directly with them. Book there. You will be paying with the second hand party (viator) who then dumps you to a third party tour operator that refuses to answer the phone number provided. GO DIRECTLY TO THE VISIT SITE WEBSIT to purchase your ticket. You will save 66%. All Viator does is profit but not provide.