Viator.com

If I could give Viator negative stars

If I could give Viator negative stars, I would. Viator turned what should have been a relaxing vacation with my daughter into an exhausting, upsetting customer-service nightmare. On August 5, a Viator representative canceled our Ultimate Prickly Pear and Anguilla Experience without my authorization. I immediately contacted customer service and was assured that the matter would be escalated to management. No one followed up, so I had to contact Viator again. Overnight into August 6, while I was traveling to the island, Viator apologized and acknowledged in writing that its agent had made a mistake. I was then told that the refund had been stopped and that Viator was contacting the local tour operator to reinstate our booking. That raised my hopes and made me believe the company was finally correcting its error. While I was en route, I received an apologetic voicemail from management that cut off before providing a resolution. Then, instead of confirmation that our tour had been restored, I received an email saying Viator had issued a $268.20 refund—the very refund I had been assured was stopped. I was furious and disgusted. A refund did not restore our carefully planned experience, repair our itinerary, or return the vacation time I spent chatting, emailing, waiting, and chasing answers. My daughter was deeply disappointed, and our plans were ruined. I even offered Viator a reasonable solution: reinstate our August 7 tour or place us on the August 11 tour, which Viator’s own website showed as available for two adults. I asked Viator to cover the $29.80 price difference caused by its mistake. This required a straightforward call to the operator and a confirmation email, yet Viator still failed to make it right. A vacation is supposed to be about relaxing and making memories with family—not begging a large travel company to correct a cancellation it admits its own representative caused. I am utterly disgusted by the contradictory messages, broken assurances, lack of urgency, and complete failure to take meaningful responsibility. An apology means nothing when it is not followed by action. Based on this experience, I cannot recommend trusting Viator with an important part of your vacation.

A fantastic way to see so many…

A fantastic way to see so many different activities and excursions for your travel. Book and paying in the app made it super simple.

Leadership Will Not Address a Documented $570 Booking Failure.

I am asking Viator and Tripadvisor and Viator leadership to explain why a documented $570 customer-service dispute has received no substantive executive response. I believed a Guatemala tour had been canceled after spending more than an hour with customer service because the operator could not provide the required hotel pickup. More than a month later, the operator contacted me. I immediately explained that I had canceled, checked the Viator account identified by the operator, and found no active reservation. I also received no booking confirmation, itinerary, reminder, cancellation notice, or other communication showing that an active reservation remained. After discovering the charge, I submitted a detailed timeline, screenshots, WhatsApp communications, and requested review of the original chat, calls, and case notes. I then wrote directly to leadership with four specific questions. The only subsequent response said that, because I filed a chargeback, the matter had been sent to the Chargeback team. That does not answer whether the customer-service record was reviewed or explain the booking and communication failures. I am not asking for special treatment. I am asking Viator to review its own records, answer the documented questions, and refund $570 for a tour I did not take and reasonably believed had been canceled. Booking details and personal information have been withheld publicly for security.

short trip at the falls terrible…

short trip at the falls terrible experience was left in quebec city because your guide didn’t give directions to bus properly just go in a car yourself thank me later it’s hell tour

Very informative tool for any trip planning

This app is very helpful when wanting to plan activities in advance of leaving your home to visit a destination whether it’s a day trip or a several day vacation. I like the fact that the pricing is straightforward and easy to book in advance 

Very speedy service and product arrived…

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.

Wonderful 👍🏻

Aruba Trip

In 2025, I went to Aruba with my family. Viator made planning straightforward. They provide an excellent list of activities that can be done and contacts in case anything needs to be changed. I haven't traveled in a while, but I still have this app on my phone, just in case the opportunity arises again.

Charged 30 eur per product, but still not working after almost 1 month

Very disappointing experience with viator. I paid 30 eur for each product verification but even after more than 20 days my products are still not working. Every few days, if I recive an email from Viator , they mention that some small correction is needed. After I make the requested changes, nobody responds for another 5 days, and the same process keeps repeating. This has already taken almost a month, with no clear solution and no active support. They seem active, but in reality no help, they just send an email after chatting for a second . I asked for a refund because the service has not been successfully completed, but I was told that a refund is not possible. My product is saisonal, and its almost mid of August. If Viator is overloaded or does not have enough staff to handle verifications, this should be communicated honestly before charging customers. A company that charges 30 eur per product should provide a reasonable processing time, proper communication, and a completed service. Unfortunately, my experience has been extremly frustrating and disappointing.

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!

Absolutely horrendous

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

beautiful place

beautiful place, the hostest made us feel so welcome we came as family on my boyfriend 40 birthday with our 2 year old son . The wine was exceptional and the very tasty food to conpare with.

There should be a zero star option

There should be a zero star option. Booked an excursion for Scotland while on a cruise and somehow there was a port confusion. Contacted Viator to see what the options were and they basically said too bad! No refund because the “tour operator” incurred expenses for a pickup. Pretty sure that didnt add up to the over 400 dollars they charged us. Heads up, if you book through Viator make sure there is absolutely no confusion with any detail because they couldnt care less about customers satisfaction. You will lose your money!!

I am a Viator supplier

I am a Viator supplier, not a tour customer. Viator collected customer payments for nine confirmed bookings completed between June 23 and July 16, 2026. Viator’s own booking export shows €966.42 in net supplier proceeds, but my supplier dashboard shows a €0 upcoming payout and no past payouts. I formally reported the missing payment under case 33297941 on July 17. Viator confirmed on July 21 that the matter was being escalated to its Finance Team. On July 24, support blamed an internal change requiring payouts to be issued in USD, but Viator still did not provide the amount owed, a booking-by-booking breakdown, a payment date, or a transaction reference. Viator separately confirmed that my payout information was successfully updated on July 17. As of August 6, I have received no payment and no meaningful response to my final written demand. I will update this review immediately when Viator pays the full outstanding supplier proceeds and provides a proper accounting.

I booked a Statue of Liberty cruise…

I booked a Statue of Liberty cruise with Attractions4U through Viator and arrived at the designated meeting point well before the scheduled departure time. My original departure had already been delayed by 30 minutes, but despite the change, I followed all the instructions in my booking confirmation and waited at the correct location for the rescheduled departure. The cruise never arrived. I tried to resolve the issue with Viator, expecting a straightforward refund for a service that was never provided. Instead, my claim was denied after they said they had "reviewed" the booking. Their decision completely ignored the fact that the cruise simply did not show up. As a customer, I booked and paid through Viator because I trusted them to stand behind the experiences they sell. When a supplier fails to deliver the service, the booking platform should take responsibility and ensure the customer is not left out of pocket. Paying for a Statue of Liberty cruise that never happened and then being refused a refund is unacceptable. Based on my experience, I cannot recommend booking this tour through Viator.

I’ve booked no less than 10 activities…

I’ve booked no less than 10 activities on here, never disappointed and exceeded expectations.

There answer did not address the issue…

There answer did not address the issue of a free shipping charge.

Nice way to view an island

The booking process was easy and competed the day before the tour. I booked online and followed up with a quick chat with the agent to fine tune. The process was simple enough with options on days and pickup locations. The only option for payment was online. All in all a pain free experience, and outcome achieved.

A terrible experience

A terrible experience. I confirmed my ticket and they cancelled it claiming the payment wasn't successful, even though I have a very high credit card limit. I contacted them and they couldn't explain anything. I'll never buy tickets from this company again, and they didn't even have availability for my dates. So I bought from another company that was cheaper and had excellent service. Don't buy from this terrible company.

Good company and services

Good company and services. Pathetic support!