Viator
Reviews and Complaints

I wish to make a complaint regarding the last 3 assistants I contacted on the website "Help" chat.

I have an issue which is the fact that my payment for Booking BR-[protected] has not been issued as I had been suspecting all along since no amount was showing on my Finance page.

I tried to prevent this from happening by contacting "HELP" so that they could find out what was going on and therefore prevent the non-payment from happening. They replied with platitudes.and excuses. The last one ended the chat abruptly.

I have the transcripts.

I cancelled all of our products as I dont want to be ROBBED again

I would like an explanation. And the payment, of course.

Pay me my money back for a booking that was clearly made in error that was requested to be cancelled more than 24 hours of the required cancellation period. I sent the email 12:00 US time on the 12th May. The booking was for 16:00 13th May. Why are you talking about a 24 hour notice for cancellation when i clearly submitted my request before this time.

Stop sending me emails like this…

Thank you for contacting us about your upcoming JFK to Manhattan Hotel: Shared Arrival Transfer booking.

We understand where you are coming from, but also, please note that per the Terms & Conditions of this transfer which you can see on our website & on your voucher:

Any changes made less than 24 hours before the experience’s start time will not be accepted."

We already have sent an email to the transfer operator regarding your request. We highly recommend you please call them to request the changes.

You can reach the local transfer operator directly, Go Airlink NYC at +[protected].

We sincerely apologize for any inconvenience caused.

Regards,

Miracle

Viator Customer Service

“We booked a tours for Mainz and Weizbaden in advanced, get up early walk 20 minutes to the hotel where the bus is to pick us up. 5 minutes go no bus. I talk to the front desk and they call viator and the operator on the phone says.

“Oh yes your tour has been cancelled” they never told me leaving me completely stranded. If you value your time and money especially when traveling to another country to experience it I would highly suggest never ever book with them.

We have other trips booked with this company and unfortunately this is not how I wanted to spend my time traveling absolutely stranded.

We paid in advance thousands of dollars for multiple trips with this company.

Viator company suspended my partenrship account without any reason also they held my earned commission that have much more value for me also now they are not responding any email.

The viator company deceives the providers of services and excursions. After the company publishes the tour on the company's website, they demand to pay 29 euros after payment, we find out that we need to provide insurance for 3 million dollars, but this is not written anywhere or indicated on the website. money is not returned to the help center, and the rules are not prescribed on their website.

Purchased a ticket for airport transportation to and from for a trip to Las Vegas in a couple of months. I have since had to cancel the trip due to a scheduled unpredicted surgery that is upcoming and would like a refund. It is still over a month and a half until the scheduled trip. I was informed that when I purchased the item it was FINAL SALE and I will not receive a refund or credit for the 170.00.

I booked Houston City Lights Tour for 4 people.

Date: 02/26/2022

Booking Ref: BR-[protected]

One week before the date of the tour, a staff named Stefanie sent me an email and informed that the tour is not available. I replied and requested a refund, I called and emailed but no response.

Tyler

Hello,
I travel a lot through VIATOUR and really enjoy it, but what happened to me this time was something unbelievable, a company that cheated me through your site.
And what happened was this:
We arrived in Dubai in the Emirates on November 7th and the goal was to travel to Abu Dhabi two days later on November 9th
We pre-booked a trip to Abu Dhabi from your sit for the date Tue, Nov 09, 2021 and asked to be picked up from our hotel - Manzil downtown - the price was 70$ for me and my wife.
This is the url for the tour : https://www.viator.com/tours/Dubai/Abu-Dhabi-Full-Day-City-Tour-from-Dubai/d828-196417P8
We received the voucher for the trip with all the details include pic up from our hotel.
The day before we received an SMS message that the voucher is ready and tomorrow there is a trip.
I also called the number that appeared on the voucher to make sure what time we were picked up from the hotel, and told at nine o'clock in the morning to wait in the lobby.
By now everything was fine.
Then the whole nightmare began.
The next day at five to nine we waited in the lobby for the trip, a quarter of an hour later, we saw that no one was coming, we called the number that appeared on the voucher and asked where the driver was, told us to wait and hung up in my face.
We then asked the receptionist to find out what was going on with the trip, maybe they know the company and can contact them.
He called the number and the company that appeared, then began a mask of lies.
They told him that we do not appear by that name on the trip. Then he gave them an invitation number, and they told him that there is no such invitation. Then he photographed them the voucher and sent them over the phone and they did not know what to answer.
They then said that there was a change in the plan and the trip left the next day - that I was already back on the flight.
They then said the driver was at nine and we were not there - which is of course a gross lie, because we were ahead before nine.
They then said that if we wanted a trip close like safari, they would make us, that it was again just lies.
They then said they would return our money.
In the end we had to hire a private driver to take us to Abu Dhabi, because that was the goal, and we paid about 370$ for it instead of 70$.
It turned out from all this that these are crooks, a big fake, who advertise trips on your site cheaply, and finally with no choice give another, cheaper trip.
We felt cheated, and a lot of sadness.
I ask you to remove the company from your site so that no more innocent people will be deceived, and to fine them a large sum for what they have caused.
Attached is the voucher we received, the receipt that in the end we had to pay to a private driver.
You can verify all the details with the clerk at the hotel who tried to help in any way
His name is JESSI
His mobile: +[protected]

Thanks
Noam Zahory
Mobile: +[protected]
Email: [protected]@gmail.com

Hello😡
I cannot book or reserve any tours due to a "Glitch" in the payment system.
Every time I try to make a payment there is a message that pops up telling me that there is a problem with my card and to try again.

After getting this message many many many many times...I am FRUSTRATED!

Please help...I am trying to plan my tours and need HELP!😡
I have also called to seek help but no-one seems to know the answer.
Respectively
Judith Laycock

I booked a tour to see Pearl Harbor while we were visiting Hawaii for 3 people. Pearl Harbor and Arizona is what we really wanted to see. Viator was aware of the closure of these places but never told us to give us an option to decline the tour. We walked to the meeting point at Trump Hotel and that is where we were told Pearl Harbor was closed. We stated we didn't want to go but he started driving so at the very next stop we got off. The driver wanted us to stay for the entire tour and we said no. I called customer service to let them I want my money back. I was sent an e-mail stating that the driver informed him we rode through the entire tour and that was a BOLD LIE. I will never use Viator again. I realize the closure wasn't there fault, however, we should have been tour at the time I booked and given a chance to either go or not.

Booked for 13 people day trip for August 2020 due to Covid couldn't travel. Moved to August 2021. No response from email sent. Telephone USA and ended up reading UK Government travel restrictions to Romania and told needed to speak to Romanian company to see if they are happy to move to 2022. Managed to get hold of Romanian company who by email confirmed UK on Romanian Government Red list for travel and happy to move be to 2022. Forwarded email asking for this to Viator 2 weeks ago and now date has passed - today, no contact and feel we have lost over £500.

This trip was paid and booked by Girlguiding as we undertake a community service project alongside a Romanian charity.

I had reservations for a tour on Sunday, July 11, 2021. Due to an inept taxi driver, we were let out at the 9/11 Tribute Museum. We arrived about 1:45 pm for the 2:00 tour. Unfortunatly, I am handicapped and in a wheelchair. I was accompanied by my 75 year old sister and my 11 and 12 year old grandchildren. We were told it would take 10 minutes to walk to the correct site. This was a seriously incorrect estimate. The several uphill sidewalks were extremely difficult for us to climb, even when trading out pushers frequently. We arrived at St. Paul's Chapel at 2:25 pm. Of course, the tour was gone.

I made several attempts to call Viator but the phone number must be hidden very deeply as I could not locate it. I then tried the chat function. This function was quite slow with the operator having to check back and forth often to find a tour. Finally, we were booked on the tour for Tuesday, July 13. Manhattan traffic and another inept driver took almost 45 minutes to get us to the chapel after leaving at 1:25 pm. Again, the tour was gone.

We took yet another taxi to the 9/11 site only to be told that the museum is closed on Tuesdays and Wednesdays.

This is misrepresentation and the employees involved should be reprimanded.

WORST CUSTOMER SERVICE EVER. I booked a horseback riding tour online for our family vacation in Club Med Punta Cana. When I received the confirmation email from Viator, it had the wrong date for the tour. We were not going to even be in the DR on the date of the ticket. I called Viator's customer service line to have them change the erroneous date to the correct date. The man on the phone told me it was too late to cancel the reservation. Mind you, I called exactly 3 minutes after making the reservation and I told him i didn't want to cancel just change to the correct date. He told me he could not change it. I asked to speak to a supervisor and he told me there was none and his phone "doesn't transfer anyway". Stay away from booking anything with this company. Luckily I paid with AMEX and I am disputing the charge. Sucks to have to go through that though.

I will never call Viator again. Never! Not for anything. First i called 4 times before someone got on the line. I put in the booking number and pressed keys but 3 times they disconnected me.
I finally talked to a human. I needed to cancell.
The website for the tour says 24 in advance cancellation. Well I called the day before and also 25 hours in advance of when the tour begins. Guess what, the person says i need to call 2 days before. I said 24 hours, he said this means 24 hours before the day of the tour, so i would have to call 2 days before tour date. I told him this is not what the website says: 24 hours is 24 hours from tour time. He would not give me a refund for cancellation.
What made it worse is that his English language skills were so poor i could barely communicate with him.
Also he would not let me speak to his supervisor and he would not let me speak to another agent. I hoped maybe another agent would have better English language skills and understand that 24 hours time is not the same as one calendar day. But he could not and i got frustrated and told him i would call my creadit card company, as the tour already charged me on my card. What a scam this Viator. Never again!

HORRIBLE EXPERIENCE WITH VIATOR TRANSFER COMPANY
Purchased a luxury transfer from Viator. Flight was delayed going to Florence, Italy. Called transfer company and they said tough luck. We were stranded at the Florence Italy Airport. Viator did nothing to resolve the issue.

Local provider cancelled on me, told me to cancel through Viator, and now Viator refuses to refund the fees and cost. I have been attempting to get a refund for 4 months, and their "charge back" department simply ignores the calls, requests and emails. Their call center is worthless. Viator is terrible at customer service and plays the "F/U" game very well. It sickens me that they get away with this. I have tried and tried to get resolution and try to speak with someone who can understand English, but there is a thick Trump like wall between them and the consumer.

I have sent two emails to you (feedback @ Viator & Customer care@ viator about question over some planned trips. I have heqard nothing at all back. Can you please respond to my questions as below-:
Please can you help me
I am in the process of booking a number of trips with you for our next US trip in MARCH/APRIL next year and have a couple of queries.

HOUSTON - (new to Viator option) NASA Tour Space Center………….calendar does not go past November?

ORLANDO - Kennedy Space Center Ultimate Experience……………..calendar does not go past December ?

Please can you advise when I will be able to book this tours.

Look forward to hearing from you.

I own Company called Jet Ski boys in Cost Rica. Viator paid me timely for 2 months since I set up tours with them and as since I have not received any payment and get the standard fob of email that they are looking into it.

I would be very wary if you are a supplier as if you rack up thousands of dollars of tours you could be in a precarious position where the company does not pay you.

Ross
Jet Ski Boys

The company did not respond to any of my questions that I posted on their website during the two days prior to the tour. Therefore, I did not know what exit to wait for at Saphan Taskin Station, and did not know how to identify the guide by the clothing or if the guide would have a sign. I arrived at 4:02 PM and did two roundtrips to visit all four exits at opposite ends of the station. By 4:38 PM I gave up trying to find the guide, and having asked two men if they were guides, and took a train back to my hotel. Had the company responded to my questions, I would not have missed this tour which cost $32, not to mention the 88 Bhat for the roundtrip train ride.