Absolutely horrendous. The UI is clunky and hardly works. Took over 24 hours to receive an email to reset a password. The help center articles are useless, for example "to view your Viator rewards, login to your account". You can't initially search in the help center, you have to click twice before the search starts working. You can't chat on the Viator app, only on desktop. I chatted with over 5 agents tonight. Each gave different responses that were conflicting, one told me I couldn't transfer information between accounts, one did. All of the chats took 6+ minutes in between each response, and copied and pasted information from articles and just repeated themselves. It took 40 minutes into one chat to have them actually check the details of my account to confirm what I was seeing instead of just repeating their same vague steps before. They also send template responses, and forget to update the customized information in the templates. For example, one agent sent me a reply stating "our technical team will reach out to you by [timeframe]", they couldn't even both to update their template response. I've used Viator to pay for multiple tours, this is unfortunate it's such a terrible experience when you need any help
DO NOT BOOK WITH VIATOR IF YOU ARE ON A CRUISE....
We booked a shore excursion in Salerno at our first port of call on our Mediterranean cruise for our family of 5. It was called The Amalfi Coast by the sea, Positano Amalfi. Our cruise itinerary abruptly changed due to issues at the Salerno port and the ship had to port in Naples instead. We contacted Viator as soon as we learned of this but they refused out right - they responded quickly to this email yet they were unresponsive when we were desperately trying to contact them to figure out a solution. They stole almost $1100 from us. It cost about $216 pp yet they only purchased tickets for the hydrofoil the day before which cost only $26 pp. There was lunch and a tasting included so why couldn't they give us a partial refund? We argued with them that it was an extenuating circumstance yet Viator would not budge and just kept quoting their 24-hour cancellation policy. Not every situation is black and white. Not once did they offer an alternative solution like perhaps we can take a similar tour from Naples or give us a credit to use in the future or give us a partial refund (we only got a receipt for the hydrofoil). This was the first time we had booked with Viator and it will be the last. Those who are on a cruise ship are better off purchasing an excursion through them. At least they will refund the excursion. Viator will not see this as an exception. We travel extensively and would have used Viator had they given us a credit to use in the future in another destination. That would have made better business and not alienate a potential customer. Overall, our experience with Viator customer service has been poor, frustrating that lacks empathy for circumstances beyond the customer's control. If there was a negative star I would give them -5 stars; one star is being generous!
Very speedy service and product arrived with no damage. This was a flamable/ paint product purchased from USA going into NZ, Ubuy sorted all the customs out, great service.
Great every time. Literally. I have booked 14 tours with Viator just over the last three years. I don't know what to say. The communication is outstanding. Viator clearly provides the inclusions and exclusion, extra costs to expect, if any, details about the tour itself, and other details in the interest of full transparency. We have enjoyed all the tours that Viator markets an/or curates. The price is right. A single spot for all your vacation tours.
Great service. Drivers were all punctual and very friendly and helpful. They made great recommendations for local restaurants. Driver for cruise drop off set up our pickup when we disembarked from cruise. Great customer service
I booked a tour the day before. On the website it was stated that there were 7 hours left to book it. I had done that several times on get your guide and it had always worked. I packed everything and got up early in the morning. Then waited for the pick up. No one ever came - when I contacted the provider they said it always has to be booked at least 24hours in advance. I had already paid and gotten a booking confirmation, ticket and everything. At least I got a refund. But I won't be able to do the tour now:( Very sad
We were a family of eight adults and booked via Viator for Air Sports Chamonix. Overall it was a great experience - however there was a lack of communication and one rude guide. We finally met our lead guide Sandie at 10:02 AM for our 10 AM tour. We were never told to come early and get lift tickets etc. (These are extra $ BTW) This may be an error between Air Sports Chamonix and Viator not communicating this info to us? The gathering point was changed from Aguille du Midi plaza to another gondola which we were familiar with but when we arrived at this gondola and there were no specifics nor signs on where to gather. Also, the initial changed address was 90 minutes outside of Chamonix and I had to tell them that - luckily they did check the messages and laughed about this mistake and corrected it. Our main guide Sandie was impolite and so flustered/rushed and she made us all question the safety of the experience. However when we met the other seven guides they were communicative, friendly, and overall fantastic!! Despite some of us getting motion sickness (2 of us threw up!), the scenery and thrill of paragliding was worth it! The experience ended 15 minutes earlier than expected. We wish we would have known the specific meeting location and to take something for motion sickness. Also, the departure point on Plan Praz is a bit chaotic with so many paragliding - so be aware and alert - listen and communicate with your guide. We did purchase the video package but one of us did not receive any footage and didn’t get a refund! 🤬 Be specific about the footage you want and know some guides capture better video clips than others. You also walk back from the field to the gondola which we didn’t know. Also two of us landed in different fields because Sandie had not communicated this correctly. Luckily we knew Chamonix well enough to navigate back. Stars: One ⭐️ star for Sandie. Five ⭐️ stars for the other guides. One ⭐️ star for lack of communication. Five ⭐️stars for our beautiful Chamonix! Would give it overall 3.5 stars due to lack of communication but the beauty of paragliding and Chamonix as well as the other seven guides bumped it up! Good luck!
We had booked around 17 Viator tours… 3 failed and Viator refused to do anything
We had booked around 17 Viator tours and of these, 3 were not as advertised e.g. shared not private, Spanish not English and incorrect start time of an activity and Viator as a platform stubbornly refused to do anything about it, no refund, not even partial refund and hence I managed to cancel our last 5 tours or so and booked with a proper company.
We booked a trip with Viator in February 2026 to Oscar Schindlers factory in Krakow for Thursday July 30th for 2 Adults. We received confirmation the trip was booked and paid for on 18/02/26. On arriving at Krakow Airport on Wednesday 28 July we received an email stating the trip had been cancelled, no reason given at this point but a FULL refund would be given (note a FULL refund will be given). With a tight schedule and not wanting to miss out on the factory trip I hastily tried to see if I could book again through Viator on the same day but different time. I thought I had succeeded. We made our way to the factory on Thursday 30th July but on arriving and looking at the booking at the door on my phone I suddenly noticed I had mistakenly booked for 27 August 2026 when we would be back in the U.K. Heaven knows how I did it but there it was, a mistake. So we paid to go in at the entrance so not to miss out. On return to the hotel and after dinner I tried to contact Viator via the chat to get a refund for my mistake. I was told no refunds despite my mistake as the tickets would have been sold and could not be cancelled! I also got told by Viator they had gone through another company but we had never been told that at any point. Our contract as far as we were concerned was with Viator. We had not even been told why the original trip was cancelled. Viator looked into that and sent us an email to say the trip was cancelled by Discover Poland (who are they, οur contact and contract was with Viator!) because NO Availability for the selected date and time! Yet we had booked and paid for 30th July at 10:40 and a confirmation email! So how could they say ‘No availability for selected date and time??? Viator said we could not get a refund on the tickets bought for 27th August as the tickets had been sold to us via another company and to speak with them but hang on we had confirmed booking since February for the original tour date and yet they were refunding! Even now there is plenty of time to cancel our August 27th date and tickets, someone else can and will have the opportunity to purchase the tickets, but still it was a ‘no’. So, on one hand, to issue a refund, but when it’s a mistake on your part ‘ NO’ is very unfair and not RIGHT! So Viator give us the details of KrakowBooking.com, we contact the company who issued the tickets and they refuse refund too! People be very aware of Viator, we will not use them again, ever, for any tours wherever and we advise you to do your own due diligence before using a company that clearly do not let you know they sub contract out with another company and are not in the slightest bit concerned about people losing money for genuine mistakes!
Multiple couples traveled as a group on two separate trips to Italy, Spain, and Croatia. We scheduled pre and post cruise tours thru Viator. All were professional, and enjoyable. The guides were great and truly knowledgeable. As important, Viator enabled us to purchase "skip the line" tickets which were INVALUABLE!
Tour got cancelled the day before. Good job I looked at my email that night, last day of the holiday ruined could have gave us more notice to so we could book another trip. Not even a phone call or try to book us on another trip. DON’T BOOK WITH THEM !!!
I had a great experience using Viator. The booking process was simple and straightforward, with clear information about the tour and instant confirmation. Everything matched the description, and the local operator was professional and well organized. The whole experience was smooth from booking to the end of the activity. I would definitely use Viator again for future trips and highly recommend it to anyone looking for reliable tours and activities.
