Viator
reviews and complaints

On Fridy, 28 June, 2019, my husband and I, and four other couples came through the arrivals gate at Heathrow Airport but there was no representative to meet us. We all waited one hour, searching the area, then tried the phone numbers frequently [+44 208 969 2777 & 0800 389 8368]. The numbers immediately clicked off with never an answer. One passenger tried the website and a man appeared. He told us it was the end of his shift and another driver would come in 15 minutes! LIES! We waited another 90 minutes before someone arrived. DISGUSTING SERVICE!

Booking ref: BR-[protected]
Order Date: Sunday, June 09, 2019
Tour operator: City Transfers
The tour operator product code: LHRLDNHOT0
The tour operator confirmation no: VIAT43477
Price paid: GBP42.66
Card Holder Name: DENNIS MATTHEWS
Credit Card Niumber: Visa ending in 0721

The advertisement lies. We were all appalled at the treatment we received.
My husband and I request a refund for the lack of good service.

Good morning

I have booked the below tour however unfortunately i believe it didnt take place on the day.
me and my partner arrived at the meeting point (booth with posters advertising the times and dates of the tours) sharp at 6.45pm and there were no people around at all! no other people waiting for tour or the company representative. 2 minutes later 6 more people came to us asking if we are waiting for this your? they booked same time and we all waited around till 7.05pm but no staff was around. looked like it was no going ahead! the booth itself was locked. me and other lady tried to ring the number on the event details but it was ringing inside the booth and no one was answering.

at later time, around 9.30-10pm me and my partner were walking down royal mile and our route was past the booth, and it was open. there was an older man inside, with grey hair, we asked him about the tour and he said there were 50 people on this tour at 6.45pm and they all left on time. it wasnt true because I cant imagine how 50 people all arrived on time and left before 6.45pm as me and my partner got to booth at 6.45! also 50 people is the big crowd so we would definitely see them people but there was no sign of the big crowd.

The gentleman in the booth advised he can help us and possibly book for another tour but it was our last night in Edinburgh so we couldnt attend another tour. Also we believe this guy smelled of alcohol.

Please can you look into my issue and I would be grateful if i can receive a full refund for the tour.

Regards
Margarita

Received Voucher and confirmation email arrived at Santa Maria at 11.00 am and waited till 11.30 which was our arranged meeting time. Asked in ticket office and all agents waiting outside NO SIGN OF VIATOR HISTORY GROUP GUIDE! CHECKED WITH ALL VIATOR AGENTS NONE OF WHOM WERE CALLED HISTORY GROUP - CAME FROM UK SPECIALLY TO DO THIS TOUR AND YOU HAVE TOTALLY CRUSHED AND DEVASTATED AS UNSBLE TO GET IN AS COMPLETELY SOLD OUT FOR NEXT TWO WEEKS . TOTALLY RUINED OUR TRIP AND OUR WHOLE MILAN EXPERIENCE. EXPECT A REFIND AND WILL NEVER EVER USE VIATOR AGAIN AND WILL CERTAINLY ENSURE THAT MY REVIEW IS SEEN BY EVERYONE.

On Wednesday the 14th of August I booked through Viator 5 tickets for Mary Kings Close Edinburgh for 4pm. the cost for this was £82.50.

Payment was taken from my card and i received a confirmation email on the 15th of August for said booking. On arrival in Edinburgh with family who had other arrangements for later that evening, we were told that we were not on the booking for 4pm, I asked to speak to the manager who informed me that they had a lot of trouble with your bookings and that there was nothing she could do.

So my family and are were very disappointed as you can imagine, the manager informed me that she could get us on a tour at 7.15pm that evening which really was appalling when i had booked it 5 days in advance!

Some of my family member had to cancel their plans so we didn't lose money and attended the 7.15 tour. I would like some compensation for this absolute mess for the inconvenience this caused us.

Theresa Cooper
Booking Ref: BR-[protected]

I await to hear your response to [protected]@gmail.com

Confirmation #: [protected]
Booking Reference #: [protected]

I accidentally double booked this tour this morning as we are only in Madrid for 3 days. It was cancelled a short time later, having realised my mistake. I am very disappointed that a refund cannot be given as it is less than 3 days.
I suggest that your refund / payment system is inadequate...especially using a credit card. A system of current accounting standard should find this to be done easily.
Viator's service for us, in the past, has been excellent. However in view of this situation I have decided never to use this booking system again.
Disappointed Tourist,
Donald Chandler

We were to meet tour at 7:30 a.m. but received no directions to pick up point. E-mailed at 5:30 a.m. to get info and then phoned at 6:00 & 7:00 a.m.; got no answer & no voice mail. Went to Termini at 7:00 & searched for a tour group for over an hour (had indicated they were close to Termini). Found no one so finally gave up and booked a train to Sorrento (1st stop). Found someone who called company & got name of the hotel we were booked at. Checked in and expected to meet other tour members and/or the tour guide. No one showed up, but there were instructions that we were to be picked up at 10:00 the next morning for an all day tour to Capri. No hotel pick up; had to walk 5 blocks to get shuttle from boat company, not our tour company. Still no guide! Spent 45 minutes getting "processed" and waiting for late arrivals. Did not get on boat until aftr 11:00; still no one from the tour & no guide from company. Should have been an 8 hour excursion; ours was 6. Did not feel that this constituted an all day tour.
Got back to hotel and called to get info on the following days excursion to Pompeii; were told that we had been cancelled! No reason! So, we did book our own tour at our own expense. This was to have been an all day excursion to include transportation and lunch. We took the train to Pompeii. Never heard from a tour guide or met any other folks on the tour. So, for $1132.00 we received 2 nights hotel at $332.00, 2 meals apiece (maybe $60.00), and a mediocre tour to Capri for maybe $95.00 each. Missed out on day 1 tour to Naples and day 3 tour to Pompeii. What a sham! Do not trust Viator to book you with reputable companies.
We have contacted them and they refuse to accept any responsibility. Have turned it over to our credit card company and the BBB.

Tues 06/06/19 Booking # BR-[protected]
The tour guide was an hour late & we're told his first name but nothing else. I walked around the street trying to locate him. When he arrived there was nothing that identified him as our tour guide. Once he arrived he was polite & knowledgeable, I think the tour co didn't treat him too well either. We're paying for lunch which turned out to be a warm homemade sandwich that the tour guide made himself & sat in his backpack for hours along with the warm water. There were ingredients in the sandwich that needed to be refrigerated. I contacted Viator with my concerns & twice received terse responses that they didn't believe me & this was the best tour guide they had that they doubted me. They're also telling me that they're being billed by the overseas company so case closed & I wasn't allowed to respond. I want my money back & the public should be warned that they don't deliver & don't care about customer service!

Dear Sir or Madam

I would like to express my dissatisfaction with our recent experience on the pub crawl event.

When we turned up and discovered the event was for clubs, the organiser was very helpful and advised that the red light district tour would be much better for us. We all agreed that we were happy to swap. The original organiser was really helpful and very friendly.

We arrived at the red light district pub crawl to find out that we were not going to be escorted but given a download of where and what time we were to be at the pubs on the list. We were then left to make our own way using maps to find the locations.

We did not interact as a group, we were left to sort ourselves out and find our own way to the pubs and 2 out of the 3 pubs we visited were not of a standard that would make us want to visit again. We then gave up and went our own way. We have done a pub crawl at Budapest and this was a completely different experience.

I really feel that this was not value for money. We were not escorted and disappointed with the selection of pubs.

We booked a private airport transfer from New York City to JFK airport. Our flight was 7.55am. I rang to confirm and they suggested we were picked up at 1 am. I said this was too early so they changed it to 3 am.
We arrived at the airport at 3.20 am. Nothing was open, nowhere to get a drink so we had to wait into 5 am when the check in opened.
Had we got the super shuttle we would have arrived at 5 am as I saw people on our flight being dropped off at that time.
I understand that they need to get people to the airport on time but 4 1/2 hours before the flight is too early especially when there was nothing open for us to get food or a drink. We used the super shuttle on our arrival and were very happy with this service but thought a private transfer for an early flight would be better as we would not have to be up so early. This seemed to be the wrong choice.
I thought being prepared and booking the transfer would have been more convenient but it was not.
I look forward to hearing from you
Veronica Lewis

I booked an airport transfer in Jan.
Details;
3 x people
Mccarran Airport plus return
Tue 30th April
Sun 5th May
BR-[protected].

No problem with pick up. Return journey did not happen. Hotel Conceierge contacted Bell Trans to confirm pick up time. We were told 10am outside the main reception.
When it did not appear we contacted Trans Bell we were told the transfer was running late by a further 11 mins and that we were at the wrong collection point. We walked 2 minutes through to the back of the hotel. 15 mins later we rang again and were told we were booked on the 11am transfer. Our flight was 2.15 and that it would arrive at that time. At 11.10 we decided we couldn't carry on waiting and we had to get a taxi, occurring an additional cost of $30. I would like a refund for the return cost of the journey booked, which failed to turn up. Please contact me asap by email at [protected]@msn.com

I had booked this tour to Pompei and Amalfi one month in advance. I received booking confirmation and ticket from Viator but the operator never contacted me for pickup type and address. Two days before the tour I texted him and he confirmed that he would pick me up from my accommodation. On the day of travel I waited for an hour but no transportation came to pick me up. I called the operator multiple times but no one picked up the phone. Finally he texted me back saying my reservation is invalid. I had received no such communication before from either viator or the operator. He told me my money will be refunded but that was in text message. I asked him to send me an official mail with same info but got no response or email.

My trip is ruined. Please atleast help me to get a refund.

I booked an tour for the 21st April through your company then planned the flights around this. I was charged and sent tickets, to then be told Auschwitz wasn't even open Sunday the 21st April.
As a tour company you should not of allowed this to happen, I am very dissapointed in the way we was treat.

Confirmation #: [protected]
Booking Reference #: [protected]

I spoke to Gregg the tour guide a few days before and he did not mention any thing about the museum being closed.

Very very dissapointed and I won't be using this company again.

[protected]@yahoo.co.uk

I brought a tour from them while on holiday in Antalya and in the add it states shuttle service so paid in full for tour the next day no shuttle turns up we ring up the aquarium and they said they haven't even got us booked in but clearly states I've got tickets for it as I have a email! I phone up Viator and the person on phone told me I would receive a full refund in 5 days. 5 days go by no refund and I check my email I have a email from them telling me shuttle only operations on a Tuesday ( we was going on Monday ) we were going home Tuesday! But on advertisement it says shuttle comes every day to my hotel? And told me to take a taxi to visit. This is false advertisement! I go on and explain to them how is this my fault but there response is they can't do anything about it. I feel robbed I would not of booked it if I knew I couldn't go because of the shuttle!

I received an email from Viator telling me my pre paid tickets to the catacombs for the 19April2019 has been cancelled. I was given the option to get a FULL REFUND. Booking number BR-[protected]
I lodged a paypal dispute as well. Paypal informed me that VIATOR had refunded my money.
I DO NOT HAVE MY REFUND
Please refund the full $257.72 IMMEDIATELY
I am appalled at this behaviour and am deeply disappointed in the behaviour of Viator.

I made a booking for a Free tour Granada on 31 March 2019 for an English tour starting 4.30pm. Booking reference was BR-[protected]. However, when I waited at Plaza Bib Rambla with my elderly friend in the rain from 4.20pm until 5pm and there were still no tour organiser in sight. My elderly friend particularly struggled in the rain which is unacceptable. This is shameful on Viator for engaging with tour agent as such and should not charge me for this.

Also, to remove this tour from your site.

I would like a response from Viator about the outcome of this.

Miss Ghi Pei Khoo

Booked fast track only so we could get in to the colloseum and forum without queuing. Completely misleading, we were forced to go as part of a group which is not what we paid for (clearly so they make more money) they tried to pass it off as a free "upgrade", because they threw in a completely useless tour guide who could hardly speak a work of English. We had to run to and from their office trying to get the tickets we actually paid for which they refused to give us and again rather than give is what we had paid for they forced us to wait for a group. The ticket also stated that we could use the tickets (that they refused to give us) could be used any time over 48 hours (more lies) Misleading money hungry scum. Avoid at all costs.

Being a retired aged pensioner, I had some trouble with making a booking online, so I rang Viator (Sydney Australia - 02 80695885) on 03 February 2019 to enquire.

The person I spoke to took my details and asked me to remain 'on hold', whilst he checked with Tour Operator in Tauranga - New Zealand.

Fortunately, he was advised, "a booking for 4 persons would be accepted, if made immediately and paid in full".

I then proceeded with the booking on phone, for my family of 4; myself, wife and our son (24) and daughter (13) as one payment transaction.

The Itinerary No: [protected] and Booking Confirmation was also sent to my email as Paid and Confirmed bookings for 4 persons.

The actual Booking was confirmed by BR-[protected] (2 adults) and,
BR-[protected] (1 adult and 1 child).

Initially, this was of no concern as the booking for our family of 4 was "confirmed".

Only today (27 February 2019), when ringing the tour operator in New Zealand, just to check on bookings being together on 1 bus and departure time, was I informed that only 1 booking (BR-[protected]) was accepted into their system.

Further, there is no vacancy on their 2 buses to accommodate BR-[protected].

I was told by Mr Andrew Nutall (New Zealand Discovery Tours Ltd) that Viator was completely wrong in issuing me with "Paid and Confirmed Bookings" for my family of 4, when his company was only able to confirm booking for 2 persons.

He suggested I ring Viator to claim a refund for the booking made for my family of 4, since I was not going to leave the children off the tour we had booked with Viator.

I did contact Viator to advise them of this horrible, disgusting debacle and had difficulty in understanding the speech (accent) of the lady at Viator, although after much patience by both of us, the matter of a full refund was finalised.

As an aged pensioner with extremely limited funds now, I am unable to book another tour, if at all possible, until I receive the full refund from Viator, which they say could be 3-7 business days from today (27 February 2019).

Viator has been totally unfair in this instance by placing me in an impossible timeframe to make another Shore Excursion Tour Booking for Tauranga/Rotorua.
I am very displeased with Viator creating this huge problem of me missing out on the most appealing Shore Tour during our once in a lifetime cruise of New Zealand.

Following 18 months recovering from Heart Attack (plus stenting operation) and successful completion of Radiotherapy + Hormone Treatment for Prostate Cancer, I have so looked forward to a wonderful holiday, especially seeing the highlights of the tour of Tauranga/Rotorua in New Zealand.

Viator has now left our family of 4 extremely upset by their unprofessional manner of this abovementioned debacle, of accepting payment and confirming my booking for a family of 4, that was never confirmed by Viator with the Tour Operator.

Sadly, our long awaited holiday is spoiled before we set sail from Sydney (Australia) onboard Ovation of the Seas on 08 March 2019.

I simply cannot afford another holiday after this one, so our family will not see the wonders that this Shore excursion (Tauranga/Rotorua) would have given us.

In a very strong message to Viator, I say, "an absolute shameful way to treat a client who has previously had faith in their business, which so boldly boasts of being …… "A TripAdvisor Company".

Had booked an afternoon trip for 2 people to visit Auschwitz, Poland. Got an email to say that the afternoon tour had been cancelled and that a morning one had been scheduled. Then got an email a few days prior saying pick up time would be between 11:30am and 1:30pm at a designated point. On the morning of the trip I rang to get the definite time of pick-up and had been told that our tour was that morning and I had missed it. The lady from Escape2Poland said the voucher sent specified the correct time however I never received this voucher so did not know the time. She told me she could not reschedule our tour or provide a refund as it was basically my fault I had missed the tour. A little while later she rang back and thankfully accepted that I had not received the voucher and therefore did not know the tour had changed to the morning. She provided me with 2 spaces on the Sunday morning tour however I had to cancel another tour I had booked as it clashed. I cancelled the other tour as it was cheaper and I would not lose as much money, although I still lost out. I would like this issue addressed and some compensation for the fact that I could not do my tour on the desired day, the fact Viator did not provide me with the relevant documentation and the fact that I lost money for the original trip I had planned for Sunday.

We booked the above tour for and on 28th December 2018 in Iceland .I paid £714.00 for this and I'm assuming the largest expense was the snowmobile.When we arrived at the snowmobile station the weather was atrocious ie poor visibility down to 40 ft (12m)and a blizzard, this should have been cancelled under the circumstances.One of the men who was guiding said drive in a line and kept emphasizing do not go out of line but went over and over again stating do not go out of line, we will lose you and there will be no chance of recovery in these conditions.For this it should have been cancelled it was as though get on the snowmobile drive at 5 mph stop start to say you have been on a snowmobile.

I therefore look forward to some reimbursement for what was an aborted tour.

Yours Barry Fox

On 12 December booked Private- Madeira Island Tour for 2 people, cost £156.30. Booking ref BR- [protected] Tour Operator My Guide Madeira.
Pick up late 10am- another couple already in car. Both couples booked PRIVATE tour. Guide admitted was lack of communication & mistake. Not visit all places wanted & both couples inconvenienced. Over hour late back at hotel as dropped other couple off at Calheta, in other direction.
Day spoilt - would like full refund as not what booked & paid for