Viator.com (www.viator.com) has a 3.2 out of 5 rating on OK.one, based on 202 user reviews collected here. It is listed under Travel & Vacation and its reputation is mixed. Opinions are polarized: 54% rate it 4 stars or higher while 41% give 1 star; The business has not yet replied to negative reviews. Last updated 2026-08-10.
What people say
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Liam · 2 reviews · Experienced 2025-12-30 ·
★★★★★
Unacceptable merchant policies: Refusing refunds for missing tours and off-platform extortion
UPDATE:
Viator contacted me after I got through the AI auto-rejections. On the phone call with Viator, they refunded one and gave me a $100 AUD Viator credit for the other. This seems like a good solution. But it was a flight with the AI auto-rejections and "operator has not approved " to get to this point.
REVIEW FROM BEFORE:
I am writing this to highlight a severe flaw in Viator's platform governance. Viator uses an automated system that dictates: "unable to issue a refund for this booking, as the operator has not approved it." This hands complete authority to local operators, leaving consumers with zero protection when a tour fails.
I experienced complete service failures on two separate bookings:
1. Sharm El-Sheikh: Jeep Adventure to Blue Hole, Canyon & Dahab (BR1336838689)
The operator (FTS Travels) did not deliver the contracted itinerary. The group was taken to an entirely different location than advertised. When I requested a refund, Viator let the operator self-decline it.
2. Private Full Day Tour to Port Said From Cairo (BR1340250357)
The operator (Emo Tours Sweden) demanded an additional $100 USD off-platform payment on the day for custom Suez Canal stops we had pre-agreed to in writing. Once paid, the operator's driver went from knowing the itinerary to having no knowledge of it. We missed multiple locations, and the tour ended with the guide being held by the military for a 1.5-hour interrogation. Emo Tours even acknowledged this in writing as an "internal coordination issue," yet Viator still allowed them to block my refund.
As the merchant of record, Viator is responsible for contract fulfilment. Allowing conflicted operators to act as judge and jury on refund claims is unacceptable.
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Lisa · 2 reviews · Verified · Experienced 2026-06-20 ·
★★★★★
Great views and excellent crew
Great views and excellent crew! Would recommend for all ages.
Quick way to find adventure!
Really easy to look up different experience options in the area I am travelling and just as easy to book. Love that everything is just in one place.
Very pleasant experience. We took two excursions while in Europe, and both were well organized and delivered exactly as promised.
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Vic · 1 review · Experienced 2026-06-13 ·
★★★★★
I made a booking for four on a dinner…
I made a booking for four on a dinner cruise through Viator for June 14, 2026. I was charged twice, $308.58 on June 2, 2026 for the trip. I called Viator a number of times to resolve the issue and the agents keep telling me that they moved the investigation to upper management with no results.
Felix was a fantastic guide. Despite the very hot weather he maintained a well organized and speedy tour. He had a smile, was engaging, and most importantly knowledgeable!
I booked a tour specifying English guide but was put on a bus for a 14 hour tour without an English speaking guide. I was forced to continue the tour without understanding a word from the tour guides. No refund was provided and no explanation. Viator then followed up claiming they took a second look at my request for refund and were told by the tour group that a bilingual guide was provided. This is an outright lie that I really believe Viator made up to justify their failure to provide a refund. Their is no way they could think that a bilingual guide was provided when I communicated with them in writing while I was on the actual tour and they allegedly attempted to contact the tour group at that time. There would be no reason for me to contact them while in the tour to seek assistance for the lack of a bilingual guide if I already had one! It's ridiculous. They do not honor their patrons when there are problems. They just take the money and run. Beware!!
This snorkel adventure was INCREDIBLE!! Truly one of my favorite experiences I've ever had. Marcel was a great guide and put together the best video for us afterwards. We saw so many turtles, a giant hermit crab, starfish, puffer fish, and a ton of beautiful tropical fish. It's absolutely worth the money for an unforgettable experience.
I am writing following a recent experience with Viator. I recently purchased 2 tickets to access to Notre Dame Tower, Paris. The event had been cancelled due to the heatwave. In front of the tower entrance there was a note apologising to the visitors, confirming that tickets would be automatically refunded. No refund had been received back on my credit card from the provider.
It is very sad to say that when we contacted Viator to ask about a refund for the service that was not received, Viator declined the refund immediately. I am a bit curious to understand where these 50.00 pounds that were automatically refunded are sitting right now, as they are definitely not back in my credit card. Lack of ownership from Viator.
I was very disappointed with my experience with Viator. The listing was presented in a way that made it appear they were selling tickets to the show, when in fact the show is free to attend and no ticket is required. The service provided was simply an extremely overpriced transfer.
Despite raising my concerns and providing evidence, I did not feel that the issue was handled fairly. I expected Viator to protect customers from misleading listings and take responsibility when such listings are reported, but that did not happen.
I hope Viator reviews these listings more carefully and ensures customers are given clear and accurate information before booking.
I booked a boat ride at 4:10 PM for a 5:00 PM departure, less than an hour before the activity. When I arrived at the dock, I was directed to the wrong boat and ended up boarding the ferry instead. It was an unfortunate mistake, but I contacted Viator immediately to explain what had happened. Unfortunately, Viator was unable to offer me another boat ride or provide a refund. Since then, I have called multiple times and have repeatedly been told that my case would be escalated. However, I have never received the promised follow-up email or phone call. What has been most disappointing is not just the outcome, but the lack of communication and customer support after the incident. Based on my experience, I cannot recommend booking through Viator.
We do this every time we are on the island; this trip was number 3! The class is sooooo much fun! The staff is amazing; they teach and entertain you while you make and drink rum.
I have scheduled all my excursions using this site. From Mexico to Italy. Never have I ever had an issue. I will continue to use this site.
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Alan B · 3 reviews · Experienced 2026-02-16 ·
★★★★★
ABSOLUTELY HOPLESS AT HELPING WITH REFUND
BR-1358274497 [ ref:!00Dd00gJSL.!500Vu01H3rjw:ref
Trying to get refund for unused voucher. Absolutely hopeless, very poor customer service. It is not a charge back it is a refund request. They keep telling me to go to my bank but it has nothing to do with my bank.
I think they are using AI to try and answer question which isn't working.
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Grant · 3 reviews · Experienced 2026-07-18 ·
★★★★★
Complete breakdown in communication—Viator lacks accountability
I am writing this to warn other travelers about Viator’s systemic failure to manage bookings. I booked a shuttle service in Cairns. The local operator acted responsibly and notified Viator several days in advance that they had no capacity and could not fulfill the booking.Despite having days of notice, Viator completely failed to update their platform or notify me. In fact, just 12 hours before my scheduled pickup, Viator sent me an automated email confirming the service and providing meeting instructions. I was left stranded at the pickup location for half an hour before being forced to catch a much more expensive taxi.When confronted, Viator acknowledged their system error and promised a refund, but immediately tried to pass the blame onto the local operator. This is a blatant abdication of responsibility. Viator acts as the merchant of record, collects the money, and provides the customer platform. They are responsible for the accuracy of their automated emails.This is now the second time I have faced a major issue like this with Viator. Their customer platform cannot be trusted for time-sensitive travel bookings, and their corporate accountability is non-existent.
Trip had to be cold as one member in group had flight delays and cancelations from the US. Sent email the day before but no response as to refund. Received a call morning if the trip asking where we were and explained again to them. Am still hoping for a refund.
