Viator
reviews and complaints

My tour was cancelled the morning of the trip due to weather conditions. My confirmation states I can receive a refund. I contacted the vendor and was told to contact Viator. This is impossible to receive assistance from this company. Several websites they have listed are not valid websites, such as their [protected]@viator and the customer care one.

Using Viator's help site I am directed to go to "Manage my Good" to edit the tour and request a refund. The issue is I cannot request a refund on my "Manage my Account" due to the tour date has already surpassed.

The system will not pull up a previous trip. Please send info. on how to receive a refund.

Charlie Fulmer -
Booking reference BR-[protected]

I have traveled with Viator frequently and am typically pleased with their service. I was in Prague around Christmas and really wanted to see Kutna Hora. I bought a ticked for Christmas Eve. When I went to the location of the tour, we were told that Viator sold us a tour that they should not have...the area was not operating tours that day. Very disappointing overally especially with trying to plan for specific activities.

I received your notes about rating the tours. I feel that the Peru tour
was worth the amount it cost. However, the more I've thought about the
Guayaquil tour the more I feel they owe me a partial refund.

I really wanted to go to Puerto Lopez and Isla de las Platas, most
especially to see the Blue Footed Boobies and to hike around the island
and go snorkeling.

I would not have signed up for the substitute tour to Salinas but felt
as if I had no choice but to accept it as it was presented to me. The
irony is that so many of the birds we saw live here and/or are very
similar to the birds I saw there, and the rest of the tour was not
particularly interesting. It was also much shorter with the exception of
the drive, which was also shorter.

To whom should I write a letter? Suggestions on how to approach this and
asking for a partial refund? The trip to Isla de las Platas would have
been worth that amount, but the tour I ended up on was so not worth the
$264.50! Please advise.

Also, there are two agents' fees on my bill, one for $37 and one for
$32, both from Burnsville MN.

this is my confirmation
Dear PATRICIA RAIN,

Please see below for an important message from Yamil Saman Cabrera regarding your booking on Nov 17, 2017 for Day Trip to Puerto Lopez and Isla de la Plata from Guayaquil.

Message from Yamil Saman Cabrera

Booking reference: BR-[protected]
Dear Patricia,

Its grate you Ninfa Lara, Im goin to be your guide in Guayaquil whit Yamil Saman as a Driver, for any doubt or restlessness I give you my fhone number, also if you don`t have a hotel in Guayaquil I ofer our small hostel close the airport, Villa 97 is a confortable family place, http://villa97.com.ec/best reagards

kind Regars
Ninfa Lara
+[protected]

Evening, I booked the Balkan Horse Riding - Glozhene Monastery Ride tour in Bulgaria for 2 Adults. The tour states you Discover peace villages including Golyam Izvor, Glozhene and Teteven and have about an hour visiting the monastery, where you will have lunch. None of this happened on our tour. I paid £167 and did not get anything like this for the amount of money. Firstly, the tour pick up time changed at 0001 passed midnight to day of the tour, this was very unorganised. The pick up was then 30 minutes late and was one guy in what looked like his own vehicle was a very scruffy old car, I must add we were two young females so this was rather odd putting, no ID was shown! The driver did however speak English. He drove us to a random petrol station we're we met a further 2 males again no introduction, they did not speak a work of English, again you can image to females we were getting worried. Our driver then followed these to males, he did not have a clue were he was going - for an organised tour I thought this was strange! They then drove us to a side of a road - not from the village of Golyam Izvor like stayed. There was two horses ride up to the side of the road and another young horse just roaming - which bit one of us. They then started to pull saddles out of the boot of there car - there was no shelter toilets etc - litually was the side of the road - when asked if we had ridden before by our driver as the two other males didn't speak any English - we stated I hadn't and they didn't not give me anyway direction on how to ride one the English speaking driver then left and said will pick us up later - gave me his number if we wanted to talk to our guide. So we were left by side road with no direction how to ride a horse with no one who spoke English - the weather was bad so it seemed like we had just been left to our own devices and no tour guide! We were not offered any helmets or safety equipment not told how to ride the horse and just made to follow this non English speaking man who walked. The young horse previously spoken about followed us and kept biting or running passed our horse - making ours miss behave and run - this for me was very scary as one I had never ridden two, again I had no direction on how to stop if it did and three, the man seemed to have no control over the horses - he was one male to look after 3 horses and 2 people. We litually road straight to the monastery no information about what was about - no stops through the villages stated in the description (above). Once we arrived at the monastery - it was abandon we were starving and we had no options for lunch as again stated. We got offered a really small cup of luke warm tea. And as the weather was freezing we were so cold and wet. It snowed the whole trip. So we had been on the trip for 4 and half hours so far with no food and one cup tea. We then rode straight back again no info or stops my horse became that unruling that for last half hour the guild had to hold his rains. Which left the little one causing havoc. The condition we're really bad for the horses they were slipping all over the place - in my opinion it was very dangerous especially without helmets and as it states it's for all ages and abilities I would strongly disagree. I would not take a kid on this trip it is unsafe with no English speaker or safety brief or any direction on how to control your horse. We then got back to the side of the road we started at where we dropped the horses off and the English speaking driver was waiting. We got back in the car - at this point we had not eaten for 6 odd hours. The driver asked us if we wanted to stop for hot soup which we were very happy about as we were frozen. We drove to a restaurant in a near by town which when we arrived had no soup so again we had no food. We then made our way back to Sofia at which point our driver got lost on the way back - he had to ask for directions on a number of occasions. This seemed so unorganised and like he had never done this tour before. Again this was no where near value for the money I paid. This was a birthday present and seemed more like a shambles and we did not experience all the things advertised - this is either false advertising or we did not receive a proper tour. I would like my money back as what is advertised is not what I received.
Regards Ellen

HI,

Name: Tayo Ogundipe
Number: [protected]
Email: Tayo.[protected]@outlook.com

I booked a transfer from gili trawangan to seminyak and was not sent any information. In the information box on the booking I listep my hotel name and contact number. I also provided my number and my email address. As usual I normally receive a confirmation email to say the booking details. For this booking I received no information. I then used my hotel phone to contact the number provided in the booking screen. This number never picked up and that was the first worrying stage. I then arrived arrived the beach in the designated location to get the transfer and I was not able to locate my boat. I went to every boat and showed them my booking but none seemed to know which boat I was after. I ended up having to purchase a new ticket and I had a flight to catch in a few hours. The troubles caused me to miss my flight as the next available boat was not taking a direct route. After we got to shore we then presented with a 3 hour drive to the airport. This was double the original time suggested from my original booking.

I am not happy because I was out of pickethe by over £200 to get two new tranafter tickets and two new flight tickets. I have struggled to find a nuber to call you on so I am sending this email.

I look forward to hearing back from you with information on how I will be getting my refund. I believe viator is a good service and this is my first ever problem with you so I hope it will be handled professionaly

Kind regards
Tayo

I booked a tour for a Monday that included a museum visit. In Mexico City, all museums are closed on Monday. I found out after i booked the tour by Amigos, which is a second party to Viator agency. I reached out to Amigos first but was told they couldn't not do anything and would need to contact Viator directly. I emailed and called Viator many times but no response. They inclusively charged me twice for the same tour. I don't know what else to do.

Booking in the name of : Murray
26th October 2017
Booking Reference: BR-[protected]

Number of Travelers: 4 (4 Adults)
Travel Date: Thursday October 26, 2017
Location: New York City, New York
Travel Option: Night Flight and Cruise

Price: GBP £900.28

Hello,

We booked the above helicopter tour advertised as 'NYC Night Helicopter Flight' to enjoy during our recent holiday to New York. We specifically booked this tour because it said that it was a NIGHT helicopter flight. The pictures on the website also show the helicopter at night. However, when we arrived at the heliport, we were informed that the helicopter flight would not take place at night. The man at check in had a conversation with a lady called Bronwyn at Viator because this was apparently happening on a regular basis. This is unacceptable business practice and highly misleading. We were all extremely disappointed with this, as we had paid a premium to fly at night. We could have booked a daylight flight at a much cheaper price, approximately £300.00 in fact. This is a significant amount of money. I am contacting you as not only should you remove this incorrect description from your website but I would like a full refund of the difference between a standard day flight and the 'night' flight you were (not) offering.

Many thanks in advance

Eric Murray
[protected]
[protected]@sky.com

I booked this tour set for Nov 26, weeks ago and called both viator and Amigo tours in regards to pick-up locations.

I was told twice last night by Amigo Tours rep (Suzanne) to meet at Bahía Príncipe Resort. I then received a confirmation email stating pickup was at 7am at Dreams resort
Tulum. Ansecond email came through soon after stating that pick up was at 7:15 AM. After calling dreams resort hotel last night and speaking with front desk I was confirmed that we could leave our car in their parking lot. When we arrived we were told otherwise until we finally spoke with the manager who allowed it. At this time it We called our friends at 7:04 who were waiting at the front and they told us and the driver was trying to leave as we were running down the hotel driveway to meet them. Alberto (the driver) left us before the confirmed time of 7:15. This is completely unacceptable and quite frankly extremely bad business protocol. We constranting attempted to contact the number provided by Amigo Tours to discuss the issue but no answer.
We are requesting a full refund or date change for the tour during our time in Tulum. I look forward to a speedy response on your end.

Regards,
Ashley Rudnansky

Viator: Go Los Angeles Card - Refund Request
translated by Google Translator

I have paid 389, 50 for 2 Go LA Cards (me and my wife); card numbers: [protected] and [protected].
Order Date: Jul 11, 2017, Itinerary Number: IT-[protected].
We visited Los Angeles in late August 2017.

Due to the problems described below, I am asking for a full refund of $ 389, 50.

1. Distances between the attractions we could visit are too long in LA. Moving between attractions often takes more than 1 hour. By the way, the Legoland attraction is in Carlsbad, approx. 91 miles from our hotel in LA.
2. The opening time is either 9:00 am or 10:00 am, closing times are often at 5:00 pm. In some cases, Viator applies time limitation, eg. selected attraction can not be accessed with Go LA Card after 5:00 pm. I did not know about these limitations before I bought the cards.
3. Some attractions are available only 2 times a day, eg at 10:00 am and 3:00 pm, later no longer.
4. Visiting some attractions is subject to reservations.

From the above it follows that to visit more than one attraction a day is almost impossible, respectively. the attraction can not be visited due to time limitations by Viator.

TUESDAY Aug 29 2017
A visit to Universal Studios Hollywood, from which we expected the most, brought us a huge disappointment. We arrived there at 10:15 am. In my estimation, 80% (of all attractions there) are based on merchandising, 15% on entertainment and only 5% (!) on education. In fact, we only encountered a single "educational" attraction, and it was Special FX. We arrived at the entrance at 12:50 pm, with the beginning of the presentation at 1:00 pm. Unfortunately, we were not allowed because we were late... Even though we arrived 10 minutes before the presentation started! The reason was "we're already full". Next presentation should not be until 3:00 pm, which was too late for us because we wanted to see Whale Watching and Queen Mary in Long Beach. So we left Universal Studios Hollywood at 1:14 pm and set out for attractions in Long Beach.
We arrived at Queen Mary at 3:54 pm(!). We had a very quick view of the ship, trotting through Lady Diana's tour, and then hurrying to ShoreLine Aquatic Park for a whale trip. We arrived there shortly after 5:00 pm. Unfortunately, at the cash desk we were told that only two whale-watching trips are organized per day (at 10:00 am and at 3:00 pm, see 3.). So from this point of view we came too late. Besides, we did not have a reservation, so it would not do any good. Because this attraction is too far from Los Angeles, we did not want to waste time on long days traveling between LA and Long Beach. At the cash desk, we were offered a Harbor Cruise in the evening, which we embarrassed at last. Anyway, the trip did not make much sense, it was a huge waste of time. And the journey to our hotel in LA then lasted from 7:30 pm to 9:48 pm (!).

WEDNESDAY Aug 30 2017
In the evening, we wanted to visit OUE Skyspace LA. We arrived at 7:43 pm, but what was our surprise when they told us (at the box office) that we could visit OUE Skyspace LA (with the Go Los Angeles Card) only during the day, no later than 5 pm! By phone call to smartdestinations.com, I learned that this time limit was requested by viator.com, see 2. So, after several tens of minutes, we gave up an evening visit to the attraction. We decided to return next morning.

THURSDAY Aug 31 2017
Between 10:11 and 11:50, we visited OUE Skyspace LA. We originally wanted to visit this attraction the previous evening, but with Go LA Card it did not work, see above. The daily visit to OUE Skyspace LA did not make much sense because haze/smog has limited the visibility.
Then we moved to Hollywood, where I discovered that Hop-On Hop-Off Los Angeles Bus Tour is only available in Santa Monica (Yellow Route) within the Go LA Card. The trip to Santa Monica and back would take us a lot of time so we gave up and did not visit this attraction.

Later in the afternoon, we finally decided to try the Guided Movie Star Homes Tour departing at 5:00 pm. The tour should take about 2 hours; we left at 5:19 pm and returned at 6:58 pm. This attraction was clearly the worst we have ever tried!
a) The driver/guide tried to be funny, but he did not do it at all... he was more than embarrassing.
b) We all got wet and we were cold because of the rainfall since the bus had windows without glass.
c) Homes of Hollywood movie stars: we mostly saw only the entrance gate covered by green plants or just the roof of the house, or we could see some kind of dwelling in the distance. However, we did not see much due to heavy rain.
d) Even though we were suffering from rain and cold during the tour, the guide did not hesitate to ask us for a tip after returning back! This was indeed a GREAT TEMERITY!
e) As a consequence of this tour, we've got sick and had to heal during the following days of our vacation.

VIATOR RESPONSE

Hi Vladimir,

Thank you for your patience whilst we have investigated your feedback regarding your Go Los Angeles Card booking.

We regret that to learn that your experience has been less than positive.

Upon review of your complaint, we have verified that all relevant information was provided on the brochure page prior to booking for review. We understand that most locations would only allow you to enter between a specific time period. Please note this information was notified on the brochure page. It stated:

Depending on the number of days you purchase, your card is then valid for unlimited use for one, two, three, five or seven days within a 14-day period and must be used between 9:00am and 5:30pm.

It is unfortunate that you were unable to enjoy your time at Universal Studios. As it is a theme park, it will be based more off of fun activities rather than education. Its official marketing headline is "The Entertainment Capital of LA". We would like to apologize if this not meet your expectations on being an educational location.

Please be advised that the information given on the brochure page regarding the hop on hop off bus did state the location and the validity of it. The page read under Tours as follows:

Malibu Celebrity Homes Tour or Hop-on Hop-off Yellow Route Tour departing Santa Monica (one per day)

We understand that the distances between most attractions do have a big of travel time. Unfortunately Los Angeles is quite a big city, therefore the attractions between most locations will require some travel. We understand the inconvenience this may play on ones vacation, however all attractions, tours, museums, etc. was listed on the brochure page prior to booking. Depending on your wished itinerary, at this point you could of mapped out the distances between where you desired to go to be aware of how long it would take to travel between each location prior to booking. Unfortunately as LA is such a large city and has many residents and travelers visiting, there tends to be traffic in which could delay ones travel time. Viator or the local operator have control of this nor are we responsible for this.

Unfortunately we are unable to grant a refund as per the terms and conditions this is 100% nonrefundable. Upon booking you do agree to this policy which means you understand all information that was readily available on the brochure page prior to booking.

We regret that you are unhappy with your experience, however the services were rendered in full and Viator did provide all necessary information prior to booking.

Viator and The Leisure Pass Group, do strive to achieve the highest standards in customer service and ensure all of our customers are happy with our service, therefore, please accept our sincerest apologies that we did not meet your expectations this time.

We wish you all the best and we hope we are able to be of service to you in the future.

Kindest regards,
Breeana C
Viator Customer Relations

P.S. I was not allowed to publish a review at viator.com, see attached screenshot.

P.P.S. PDF document: http://streamline.cz/download/d2017/Go_Los_Angeles_Card.pdf

HI Viator. My package cost 135 pounds . But my theatre ticket. The face value. Ended up being 75.00. You ended up charing me 50 pounds for 2 courses at a restaurant. onion soupd and fish goujons and chips. You were supposed to seat me in the highest tiering of seats at this theatre . you did not! This was false advertising and mis-sold. I hope that you will refund me the difference in price between these seats.

Absolutely impossible to reach these people especially when you desperately need their help. I was abroad having a trip to Paris when several issues occurred and I had some questions that could be resolved by their representatives only. However, it took me about 2 hours to find their phone number (I had to use a local internet connection, which wasn't free) and 30-40 minutes more to wait for someone to pick up (more money was paid).
They don't think about customers...

BR-[protected]
Supplier Product Code: 37736P2
Supplier: Centre des Monuments Nationaux
Skip the line: Arc de Triomphe booking, Sunday 5th November 2017 for 3 Adults. Total Price paid £32.40

I purchased these tickets and when we arrived, we were told that entrance was free because it was the first Sunday in the month and all museums and monuments in Paris were free. We could not skip the line as everyone was free and therefore had to wait in line.
I bring this to your attention because it is important that you should have this information and therefore not allow people to pay for tickets on these specified days. I am very disappointed that this was allowed to happen and respectfully request a full refund of my payment.
Anne Murdock

I am following up again regarding the outstanding debt of $284 which has been overdue since the end of July & August for Cruising Cairns Bike Tours - Cairns, Australia. Last time I spoke on the phone to Viator representative Michelle Bassil over a month ago, I was told that the payment would come through on the 29th of October. As it is now the 7th of November, I can see that another month has gone by without this matter being seriously addressed.

Below again are the details of these bookings:

BR-[protected]
Booking Date: 18/6/2017 ---- Tour Date: 20/6/2017
1x$63.20 -Unpaid Jeff McKee - Morning City Bike Tour

BR-[protected]
Booking Date: 2/7/2017 ---- Tour Date: 20/7/2017
4 x$55.20 -Unpaid KUAH HOE SIM - Half Day City Sunset Bike Tour

I am now reading about all of the other suppliers that are not getting paid and am very concerned with the integrity of your company. Please let me know what steps have been/ will be taken to get this ongoing problem resolved.

Regards,
Emily Araman

Hello. We made a booking via viator for the tour as quoted for 25th oct 2017 3 adults.
On this day when we arrived at Julie's Travel as requested to be told that the palace was not open on this day due to an event. We was advised that we could still do the sight seeing tour and not do the palace (with no palace refund) or alternatively do the full tour the day after.
We was in fact leaving Madrid on 26th oct so this was it possible. On 26th we decided to see how much the palace would be to do the tour at the extra cost before we left that afternoon. The tour was €11 each.
If possible can you refund the cost we have now paid due to the palace tour being cancelled on the 25th oct.
Many thank
Rebecca

I booked a tour via viator.com aka trip advisor for maroco majorelle garden and camel ride with local guide tour company navvete. I booked for 3 person which is more expensive than book for group because they charge you by person. But reality it was a sharing tour with others. I mailed a complaint and asked a refund, but they insist that they never mention that it will be a private tour. The question is why i have to pay more if i have to share with other people? Dont trust them at all, once your money in, they will never give it out. Please...Never trust them at all. Just look for tour refference feom your hotel, more rely and easier to complaint if something happen.

I've bought a private tour to the Cape Town wineries. This was the BR-[protected] reservation for 5 people.

Unfortunately, one of us, Leonardo Oliva, can't go. Is that possible to change the booking from 5 to 4 people?

Could you pay me back the Leonardo's fee?

The total price was 522.05 US Dollars and his fee costed 104.41 US Dollars.

Could you credit it back in my credit card?

Can I have the voucher changed to 4 people without cancellation?

Waiting your answer, I thank your comprehension

I had booked Shared arrival transfer from Fiumicino Airport to Hotel. Was told someone would be waiting at arrivals with a name board. Flight arrived on time but no one waiting at arrivals. Eventually found Aviator desk with unhelpful staff member who waved us over to a coffee shop and told to wait. 45 minutes later went back to desk only to be told we were waiting for others to arrive. Finally left for hotel almost 3 hours after arriving at Airport. Dreadful service. Staff at desk unhelpful, dismissive and rude - smirking at us. Would not recommend to anyone. Service in no way reflects info sent out by Aviator and quite frankly is a shamble

Itinerary Number: [protected]
Private Half-Day Tour: Highlight's of Sintra from Lisbon
4 People - 2:30pm
Date: Sat, Sep 09, 2017
Booking Reference: BR-[protected]

Hello,

I have booked this trip: 33423P14 on the phone with your team. The trip I called for as you can see was a fully guided tour and since we had only half day, dedicated for it, it was important for us to have a guide who was fully knowledgeable. This was confirmed with me on the phone that the trip was fully guided.

Little did we know, that the one she booked us one, which had a different itinerary number was ONLY for a driver. We had no history from Jose, who was a fantastic driver but not a tour guide at all. We paid 244.80 Euros just for a driver and we ended up having no Information at all about Lisbon nor Sintra.

I am requesting for a refund of that tour as this was a VERY BIG disappointment to our expectations and requests. My family and I have often booked with Viator and never did we experience such disappointment.

Regards,

Sophie

We took a viator tour for Budapest Parliament House - UNESCO site on 22-Sept 2017.We were charged $100 for two of us, which we thought was pretty expensive but since both of us are really interested in gaining knowledge about history, architecture of these buildings we were ok to pay for such a heavy fee.
To our disappointment all that Viator did was call us to Hotel Intercontinental (which was the pick up point) and drop us till the Parliament building. This was it.We were handed over to another representative and it was quiet confusing there. We were then given our entry tickets by one of Viator representatives at the building entrance. Highly disorganized.
And like all other tourists we were send inside with a common guide who was catering to everybody (tourists who were not through viator and had purchased online tickets or tickets at the counter itself).
The guide at the Parliament House, we felt she herself lacked information about the building and hence was just trying to quickly finish the tour without giving any tourists a chance to ask questions.
1.5hr tour is what has been promised to tourists purchasing this voucher but the tour barely lasts for 30-45 mins.
It has been mentioned on the viator website that information regarding the neo gothic architecture, arches and turrets will be shared.Importance of the building and importance of various rooms and objects will be provided to us, none of the above was done.
We did not expect this kind of tour after paying $100 for two. We could have bought tickets at the counter itself, which would have costed us $18-20. And we would have had the same guide and done the same trip.
We were not even dropped back .Fail to understand what did viator charge us that extra $60 for?
Would request viator to refund this money, it is really not fair on their part to charge tourists extra money when they fail to provide any kind of service for those extra dollars which they are charging us.
Really upset with viator and their Parliament tour.

I booked a private driver to pick up our party of 8 at Charles De Gauelle airport in Paris. When we arrived there was no driver waiting for us. Luckily, there was a girl, Jamol, who works for Paris Shuttle waiting for other passengers, who was able to help us. Basically I was told that they never received our flight information, which we all know that you won't receive a confirmation without this information. Jamol was able to find a driver to take us to our hotel in Paris after waiting for an hour. I understand that mistakes are made but you need to own up to them and not blame them on the client. I was extremely disappointed as to the way this was handled. Jamol was the only good thing that happened with this booking.
I booked this reservation on September 21st for pick up on September 22nd. My Booking Reference Number is VIATOR629298861.
I would like a full refund.