Viator
Reviews and Complaints

Dear Sir or Madam,

I have booked 2 tickets for the Moonlight Tour of the Collesuem for the evening of June 1.

I have since received an email informing me that there had been a systems error and that my booking should not have been accepted.

I was offered an alternative date for the following evening but this was not viable as I would be flying to London then.

I was offered the Weds lunchtime but again this was not a possibility for me as I would be in Vatican city then.

I have now received an email telling me my booking has been cancelled.

I have been given a telephone number to book another date but there is no availbility left now for the days I am in Rome (and your agents know that already!) and also there is no option to acually speak to a person.

I really feel that you should have honoured my booking or gone out of your way to secure a realistic alternative. I am now receiving automatic emails to my emails and your manager does not even have the courtesy to communicate with me directly. I have just been dismissed.

You have really let me down and I would like to speak to someone in person about this matter. Please phone me on [protected] or [protected].

Yours Susan Sheibani

We made a reservation online in approx Feb 2017.
Booking number BR-[protected]
Mr Murray Hannah

We had requested the option of tour with transfers. The booking request stated that if the hotel was not listed then to advise hotel required in the space below. we did so, booked and paid.
We received NO advise from Viator that the booking of transfers would not be accepted and not until we rang the service provider 48hrs before the tour, were we advised that transfers would not be supplied and that we are to get our own way to the meeting point. This would not have been a problem IF WE WERE AWARE OR ADVISED PRIOR. I actually would not have booked the option with transfers if this was the case.
Viator were happy to take our money even though what we were booking was not going to be an option anyway. We should have received a direct correspondence advising us that the transfer was unable to be offered from Aulani and that we should book a tour exclusive of transfers.
Upon confirming the tour prior to departure, when we were advised about the trasnfer issue, I was advised to call Viator.
I did so and spoke to a gentleman named Jack. He took my complaint (13th May) and was forwarding onto the necessary department. We then received a correspondance to say that Viator would not refund. Sent from a NO REPLY email.
This reply was not satifactory and I will fight this as far as I can.

This booking is for my father and I am a Travel Agent in Melbourne,
Australia. I sell a lot of Viator through our wholesaler of Qantas Holidays and Ready rooms. We also have a number of stores in Victoria. I am really not impressed with the lack of Empathy and Terrible customer service we have experienced whilst we were in Hawaii and since then.
I would appreciate a response and a full refund for my father.

My company is called Adroit Safaris Limited. I supplied Viator with tours in March 2017 but up to now I have not received my payments from viator for the Tours I conducted. It is now May 2017. I wrote to the finance team on april 28th 2017 and I kept on following them up with other emails but they have never replied me. They are just silent and there is no money on my account.
I also conducted tours in April for Viator but I am a fraid if up to now I have never received money on my account for the march tours I conducted I will also not receive payment for the tours I conducted for viator in April. No one seems to be responding to my emails when I try contacting viator. I even called their supplier support centre and talked to a viator agent but nothing has ever been done about my complaint. Please advise me on what to do? Susan Nyanzi

I purchased a groupon for the Sammy Duvall watersports tubing at Disney Resort in Orlando on May 15. When I called the watersports place to confirm and set up an appointment date the fellow from Sammy Duvall said that there was no groupon (I was not aware that the parent company was Viator) due to the fact that I was on a group on website NOT a Viator website. The only reason I knew (after much distress) that Viator was even involved was the semi legible VIATOR name behind my voucher number [protected].

The helpful fellow told me that I would have been better off buying direct it would have cost me 144.00 instead of 176.00 which is what I paid. This will be the last time I order anything from groupon or Viator. BAD BUSINESS practices.

Tour: Pompeii and Amalfi cost daytrip from Naples
Date: May 2, 2017
Supplier: Napoli city vision
Supplier confirmation number: LUCA DI LAURO
Booking reference: BR-[protected]

My wife and I booked a tour through Viator to visit Pompeii and the Amalfi coast from our cruise (Norwegian Epic) on May 2nd. The tour was advertised as 8 hours long leaving at 9am. There were 12 people on the tour that were on the same cruise ship as we were and the guides were aware we needed to be back to our ship by 6pm the latest. They split the large group in 2 to accommodate our deadline (although the tour should have been over at 5pm anyway as that is the 8 hour mark?).

The 12 of us were put on a separate small fiat van on our way to the Amalfi coast. On the way back the van broke down in the mountains with nearly no cell reception. The guide had to use one of the customer's cell phones who had one bar of reception to call for assistance as her phone was dead. We had to ask her several times for an update and she gave very vague information, stating that another bus was coming in 10 minutes. It took over an hour for the other bus to reach us.

The drive back to the cruise ship was the scariest thing my wife and I have ever experienced as the driver was clearly in a rush to get us back to the ship. When we arrived to the port we had to run (literally run) to board the boat. They were pulling up the ramps as we approached. I have never experienced such anxiety in my life.

What is the most surprising is that the van was not equipped with a basic tool kit or any contingency plan in case of emergency. We were lucky to have 3 mechanics on board (one was up to his elbows in grease under the hood but without tools of any kind not much could be done). I have a picture of the incident but the jpg file is too large to attach. Here is a link to the picture via my dropbox folder: https://www.dropbox.com/s/d2s5lg2kcdp3kv7/DSC_0779.JPG?dl=0

What I want is either my money back from this tour or a voucher for another tour. We will be traveling in Europe until May 12th. We are currently in Greece and will be In Berlin May 8th, returning to Canada May 12th.

I would appreciate a call or email back about this. My email is [protected]@live.com and my cell number is [protected].

Chris Giesbrecht

I am writing this letter of complaint concerning our recent Cape Coast Guided Day Tour Ghana Booking Reference BR-[protected], Itinerary Number IT-[protected]. We have used Viator many times in the past and were greatly impressed with the courteous, prompt and well informed tour guides and wonderful experiences on the actual trip. This time however, greatly disappointed us. We had a 7:00 am pickup and were told to be waiting 30-60 minutes prior to pickup. My husband and I were thus waiting in the lobby at 6:00 am. We got concerned when 7:00 came and went and still no pickup. We then called and were told they had no reservation for us even though I had a confirmation number. They called us back 45 minutes later to tell us they could accommodate us and would be there promptly (approximately 15 minutes) . We then waited outside until 8:45 and still no driver. We went inside to call again when our hotel staff got concerned for us so they called thinking perhaps there was a language barrier but they too got the run around. They were told our driver was at the hotel waiting for us. We went outside again to look and nobody was there.We waited outside until 9:15 and still no driver. Then our hotel called again for us and were told the same story "driver is there waiting for us". We looked all over and still found no driver. At approximately 9:30 the driver drove through the front gate. We were on the verge of cancelling the whole trip since we were frustrated and tired being that we were up since 5:00 am. When the driver approached us we were given a half hearted apology . The driver, Joshua was not so much a tour guide like we have had in the past, but jut a driver period. When we arrived at the canopy walk, we were told to walk quickly so we would have enough time to get to our next stop. We were unable to really appreciate the beauty of the nature walk in such a rushed state. When we finished the canopy walk, there was not time to eat - just push forward to get to the slave castle. When we arrived at the castle, amidst much traffic (which we were told would be light due to the Easter holiday), we were then slightly rushed again. Our drive from the castle to our hotel was HORRIFIC due to an incredible amount of traffic. Whilst one cannot predict traffic we were told it would be light due to the holiday but were greatly misinformed because everyone is traveling home at the same time we were. We learned from the driver that this was typical traffic nightmare on all holidays of the year. If we had started our tour at our agreed upon time, I assume we would have avoided most of that traffic. We eventually arrived at our hotel at approx. 8:45 pm hungry, tired and frustrated after sitting in hours of traffic. To say we were very disapointed would be an understatement!
We would expect you to stand behind your product and therefore refund us the cost our our tour, $421.20. We would hate to have to find another tour service to use since we have had such wonderful experiences in the past.

Sincerely,

Brian & Joy Liston

Hi,
Booked airport transfers from Sydney airport to city, for Friday 7th April 2017, waited 1HR at Sydney airport, but they did not turn up, I rang them they said be about 10 mins but did not turn up after 1 HR, I called taxi.
I was booked through viator on 27/01/17, the companys name AIR BUS SHUTTLE LTD SYDNEY.
Could not trust the to get me back to airport so had to pay another $66 to get back to airport.
Please look into this, they wont taking of of your list of reputable companys

yours
Lynne Barsby

Dear Sirs,
I wrote to Viato customer service with no avail!
Therefore, I wrote to TripAdvisor CEO...and received NO ANSWER:

Dear Mr. Steve Kaufer, CEO
TripAdvisor
[protected]@tripadvisor.com

Dear Mr. Kaufer,
RE: VIATOR Booking BR-#BR-[protected]
Day Tour of Philippi, Amphipolis, and Kavala
1. More than three months ago, I booked the above tour for my wife (69) and myself (71) for April 21st 2017 through Viator, and paid US$ 191.24 for both of us. We were planning a visit to the north of Greece following an International Scientific Conference I was planning to attend.
2. Unfortunately, several days ago my wife was hospitalized, and we had to cancel our entire trip to Greece.
3. Immediately, on April 13th, I tried to cancel the tour through Viator’s website. To my amazement, I was told that it was impossible as it was a final purchase with no refund.
4. When the booking was made, it was crystal clear to us that the tour could be cancelled until 7 days ahead of its date at a full refund. Had we known that it was a non-refundable tour, we would have never booked it in the first place.
5. I wrote to Viator Customer Service and, unfortunately, I received a negative laconic answer with no e-mail address to respond to.
6. We cannot, therefore, further pursue our complaint with Viator as no contact information, or even the name of its CEO is available. As Viator is a subsidiary of TripAdvisor, of which I’ve been a member for a long time, we need your help to get a full refund for this tour.
Thank you in advance,
Sincerely,
Rachel and Prof. Mordechai Perl

Booking no VIATOR609238717.
APR 17 2017
The tour instructions received for the meeting point received was totally incorrect and therefore we missed the departure time for the tour. I had to contact the tour operator directly which cost a lot of money. Eventually we had to cancel because it took 15 minutes to speak to the tour operator and receive the correct tour details. The meeting point was at least 20 minutes away for us. Respecting others on the tour, we cancelled.

We would like to request a refunds due to the fact that the tour meeting point instructions were exceptionally poor and we didn't undertake the tour therefore not receiving any value.
https://www.complaintsboard.com/new_complaint/#
I have raised a complaint through the viator app but have not received any response.

Thanking you in advance
Dirk Carstens
[protected]@gmail.com
+[protected]

We booked and prepaid for this tour prior to leaving from home state. Upon arrival in San Diego called number on Voucher to confirm. Telephone number on Voucher disconnected/no longer in service. Then, went to Desk of Concierge in hotel to seek his assistance in helping us in contacting company who supposedly was doing the tour. Concierge had never heard of local company ...he then attempted calling number on Voucher getting the same results - phone disconnected. We then called Viator...reaching a customer service rep in Las Vegas ( mind you, we were in San Diego).
After almost 30 to 40 minutes on phone with customers rep. And his attempts to contact local tour company in addition to the manager of same to no avail (non-functioning telephone numbers)...we were told we would receive a Full Refund of $96. WE HAVE NOT RECEIVED OUR REFUND THOUGH A WEEK HAS PASSED! BOTTOMLINE-STAY AWAY FROM VIATOR TOURS IN SAN DIEGO...VIATOR CONTRACTS WITH UNRELIABLE AND HIGHLY QUESTIONABLE "TOUR COMPANIES" IN SAN DIEGO...BUYER BEWARE!

I am complaining about a Tour in Avignon, to Pont du gard and St Remy etc on 13th April 2017.

1. Tour guide was 40 minutes late and we waited on the street anxiously without any clue.
2. We had to use our cell phone to call your company -- at international charge -- only to be told to wait longer.
3. All other tourists in the same tour get a compensation of a free tour the next day; but we didn't because we are leaving the city the next day.
4. Your company refuses any other form of compensation.

We request for a refund of 120Euros.

We booked the above tour for March 20, 2017. We contacted Hantang International Travel Service as your requested the day before our tour was to take place. They advised me that the Forbidden Palace was closed on Monday and they would add a visit to some garden in its place. We investigated this further and found that the Forbidden Palace has been closed for years on Mondays and that should have been indicated on your website. I contacted you office and after about 30 minutes on the phone the trip was rescheduled for the following day. The gentlemen who picked us up from the hotel and drove us to the airport was very kind and helpful. When we arrived in Beijing we were picked up at the airport by I believe his name was Michael. He said nothing to us as we were driving to the Forbidden Place. He spent his time speaking to the car driver. He was a decent guide at the Forbidden Palace but when we went to the Great Wall he told us he was going to have tea and he would see us when we got back from walking on the wall. He gave us no history about the wall and we had to look it up when we got home. I thought the purpose of a tour was they would give you all the history about the place they were taking you to. I feel like the $2, 600 was a real waste of money. We could have done it ourselves cheaper and we would have read up on everything before we went. You need to keep better control on the people that provide the service for you. I doubt I would use your services again.

We booked a vip hellicopter tour to grand canyon when we were in vegas 29 jan. We booked and paid full amount. We called to confirm pickup the next day and the agent advised that they will not operate the tour that day cause no one booked other than us. We received an email confirming cancellation of tour and that $659.98 will be refunded within 14 days. No payment till date has been refunded and i am unable to reach an agent to sort this out. My reservation reference is RB-[protected].
My email is [protected]@gmail.com and my phone number is [protected]. Would appreciate receiving a confirmation email or call

Signed up for (and paid for) a guided tour in Budapest ("Hidden Budapest Tour'). We were provided a location to meet at for the tour. We waited in the exact place specified. We were not told to go into a local office as they allege. No one showed up or looked for us (we waited outside until well after the appointed time). Viator blames us for not going into an office we never saw. Essentially, Viator believes that the customer could not possibly be right. Go with a reputable company...we should have read the Viator reviews first, so in that respect, we were in error.

I ordered trip from the company Viator Tour company. This company looked so professional and I spoke with the agent before I placed the order, but these jerks already fooled me. They took money for the trip and provided the fake info. No dates, no tickets, nothing. I tried to reach them, but all my emails were retuned back. I don’t know what measures to take now, so please post comments and share your views about this company.

We booked a sunset flight trip. And the travel time is 27th June 2014(Friday). We arrived Las Vegas on Tuesday, we see the condition is before 48 hours to reconfirm order. We send email to this company and no staff answer the email, and we call the number on Wednesday and no one answer, until Thursday we call the number and staff tell us on Friday there will have driver call your back and tell your what's time and where pick your up. On Friday the staff call we back and say the plane have proem and your have to move your trip on Saturday or Sunday. But we will leave Las Vegas on Saturday, they just said that we have to cancel your trip. I want to know if a travel company do not have any pre-plans to prevent the problem, and only one way is cancel customer's order?

This company is ridiculous... I am a concierge in Las Vegas and this company has the worst communication, guests get left behind on a regular basis. VIATOR will leave you hanging if you book with them! They give you no clear instructions on tours or shows. Please if you want a Great experience, book with your concierge at the hotel you are staying at. We will take care of you and not leave you wondering whats going on. Concierges has the ability to book everything you are looking for at a discount. Stay away from VIATOR, unless you want a bad experience.