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4.2 1172 Reviews

Viator Complaints Summary

1 Resolved
215 Unresolved
Our verdict: Engaging with Viator at a 0% resolution rate requires careful navigation. Deep-dive into detailed customer experiences to uncover systemic issues. Critically assess their service descriptions against actual user feedback. When interacting, document every detail, as comprehensive records are vital in such scenarios. Exploring alternatives and understanding your consumer rights are crucial steps. If necessary, be prepared to seek external advice or intervention. In challenging service landscapes, informed decision-making and proactive steps are essential for protecting your interests.
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Newest Viator reviews & complaints

ComplaintsBoard
H
6:28 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Viator customers have no idea

This company is ridiculous... I am a concierge in Las Vegas and this company has the worst communication, guests get left behind on a regular basis. VIATOR will leave you hanging if you book with them! They give you no clear instructions on tours or shows. Please if you want a Great experience, book with your concierge at the hotel you are staying at. We will take care of you and not leave you wondering whats going on. Concierges has the ability to book everything you are looking for at a discount. Stay away from VIATOR, unless you want a bad experience.

Read full review of Viator and 4 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

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L
London Eye rip off
, GB
Dec 03, 2016 7:52 am EST
Verified customer This comment was posted by a verified customer. Learn more

Just been refused a Name Change on the London Eye after it clearly stated, if you are buying the ticket for someone else please contact us immediately to have the name changed. They are now refusing this, absolute joke, don't touch them with a barge pole if you want to enjoy and experience from booking to date. Totally saddened the expierience.

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Elisa Tan
, MY
Mar 17, 2015 6:55 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Very very very poor service!
I requested for a tour cancellation on 12 Mar (I have a black & white from their staff confirming there will be no cancellation charge) but until today there was no reply at all even chasers have been sent.
Should think twice before booking with Viator in future.

J
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jasoncarte
, US
Mar 23, 2015 6:31 pm EDT

The tour on Wednesday the 17th was 5 hours longer than it was suppose to be. The driver was very good and professional. Did great on very dangerous route. There was a female "tour guide" that was horrible as a guide. Great as a person, but did not give us any history or information. She would say that is a church, that's is a school there is the ocean. That's not acceptable. In addition the tour got to the Bob Marley museum so late that the employees were closing and going home. They did open for us, however the tour was very short and not the amount of time that was needed in this museum. The tour also ended so late we missed the latest dinner reservation and the buffet at our hotel.

The trip due to travel time was extremely to long, the weather did not warrant longer travel times. Also the bus picked up the new female "tour guide" and dropped off at a random location. This is kind of disturbing to guest. This also creates delays on our trip. This we felt unsafe.

A little bit about the buss; the seats were broke, armrest broke, microphone broke. Ect..

Because of these reasons I DID NOT allow my family back on the Viator booking for the next day. The hotel called and spoke to the number on the reservation to inform the company we would not be going. I did get an email confirmation that the trips were cancelled.
I booked using Viator because trip advisor backed it and after a huge purchase of Viator I expected a much different experience.

I have been trying to work with Viator for the past 4 months to get this resolved and they refuse to give a helping hand in the matter.

The service was far from what was indicated and bought. The accommodations were not as described, the trip was not as described, the time frame was not as described. Therefore the next trip was cancelled. I could not allow another day of a once in a lifetime trip to be taken away from us, or subject my family to the unsafe conditions that were experienced.

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ViatorSocialTeam
777 N Rainbow Blvd., US
Jun 03, 2014 5:23 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Hello Concierge,

Thank you for your feedback. As a representative of Viator, I can assure you that while occasional communications errors do happen, we are not out to leave customers behind. On every voucher we send out, we do have contact information for the local tour operators who complete the service for the tours we sell, complete with instructions on how to contact those tour operators to reconfirm meeting details, and arrange time of pickup.

We do get phone calls from a great many concierge agents who will be more than happy to help their hotel clients in reconfirming tours purchased through us - especially when that client is from another country and may not be acclimated to the local dialing codes.

We hope this information helps you, and our future clients in having the smoothest possible tour experience. Thank you again for your feedback, and Happy Travels.

All the Best,
Viator Social Media Customer Relations

ComplaintsBoard
J
11:39 am EDT
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Viator - they couldn't return the money.

I received a fax with a really good deal on vacations from VIATOR.COM. As I have done this in the past, I didn't think too much of it. We called to schedule our vacation and paid $2750. That was when the disaster started. For many reasons they could not complete the booking order and couldn’t return the money. We couldn’t order a vacation with other company as we didn’t have money!

Read full review of Viator and 10 comments

Viator Customer Reviews Overview

Viator is a leading online platform that offers a wide range of travel experiences and activities to customers around the world. The website has received numerous positive reviews from customers who have used their services. Viator is known for its user-friendly interface, excellent customer service, and a vast selection of tours and activities.

One of the most significant advantages of Viator is the variety of experiences they offer. Customers can choose from a wide range of activities, including sightseeing tours, adventure activities, cultural experiences, and food and wine tours. The website also provides detailed information about each activity, including reviews from other customers, making it easier for customers to choose the right experience for them.

Viator's customer service is another highlight of the platform. The company has a dedicated customer support team that is available 24/7 to assist customers with any questions or concerns they may have. Customers can also easily modify or cancel their bookings through the website, making the process hassle-free.

The website's user-friendly interface is also a significant advantage. Customers can easily navigate the website and filter their search results based on their preferences. The website also provides detailed information about each activity, including the duration, price, and availability, making it easier for customers to plan their itinerary.

Overall, Viator is an excellent platform for customers looking to book travel experiences and activities. With its vast selection of experiences, excellent customer service, and user-friendly interface, Viator is a top choice for travelers around the world.

Viator In-depth Review

Overview: Viator is a leading online platform that offers a wide range of activities and experiences for travelers around the world. With a rich history and background, Viator has established itself as a trusted source for booking tours, attractions, and shows.

User Experience: Viator's website design is clean and user-friendly, making it easy for users to navigate and find the activities they are interested in. The booking process is straightforward, and the search function allows users to filter activities based on their preferences. Viator also offers a mobile app for added convenience, ensuring that users can access their bookings on the go. Customer support is responsive and helpful, providing assistance whenever needed.

Activity Selection: Viator offers a diverse selection of activities, catering to various interests and preferences. Whether you're looking for cultural experiences, adventure activities, or family-friendly attractions, Viator has something for everyone. The platform covers destinations worldwide, allowing travelers to explore different parts of the globe through a range of tours, attractions, and shows.

Pricing and Value: Viator provides transparent pricing, clearly outlining the inclusions and exclusions of each activity. The platform offers competitive pricing compared to other similar platforms, ensuring that users get value for their money. Additionally, Viator frequently offers discounts, promotions, and loyalty programs, allowing users to save even more on their bookings.

Customer Reviews and Ratings: Viator has a strong track record of customer satisfaction, with many positive reviews from previous users. The authenticity and reliability of customer reviews are ensured, providing potential users with honest feedback. The average rating of activities on Viator is high, indicating the quality of experiences offered. While there may be some negative feedback, it is important to note that every traveler's experience can vary.

Booking Process: The booking process on Viator is clear and simple, with step-by-step instructions guiding users through each stage. Real-time updates and confirmations are provided, giving users peace of mind. Viator also offers flexibility in modifying or canceling bookings, accommodating changes in travel plans. Payment options are secure, and the platform takes measures to protect personal and payment information.

Customer Support: Viator offers various customer support channels, including phone, email, and live chat. The customer support representatives are knowledgeable and helpful, addressing any queries or concerns promptly. Issues or complaints are resolved efficiently, ensuring customer satisfaction. Additionally, Viator goes the extra mile by providing additional assistance such as local recommendations and travel tips.

Trustworthiness and Security: Viator prioritizes the security of personal and payment information, implementing robust security measures. Trust signals such as SSL certificates and secure payment gateways are in place, instilling confidence in users. The platform complies with industry standards and regulations, further enhancing its trustworthiness. Viator also partners with reputable brands and organizations, solidifying its credibility.

Additional Features: In addition to booking activities, Viator provides travel guides and resources to help users plan their trips effectively. The integration with other travel platforms such as TripAdvisor and Airbnb allows for a seamless travel experience. Viator also offers customization options, allowing users to personalize their experiences. The platform's user-friendly itinerary management tools make it easy to keep track of bookings and travel plans.

Overall Recommendation: Viator is a reliable and user-friendly platform that offers a wide range of activities for travelers. With its transparent pricing, competitive rates, and excellent customer support, Viator is suitable for all types of travelers. Whether you're a solo adventurer, a family on vacation, or a couple seeking cultural experiences, Viator has something to offer. Overall, Viator is highly recommended for its quality experiences and convenient booking process.

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3. Writing the Title:
- Summarize the main issue with Viator in the 'Complaint Title'. Be concise and clear about the problem you are facing.

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- Provide detailed information about your experience with Viator. Include key areas such as transactions, nature of the issue, steps taken to resolve it, personal impact, and the company's response.

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Follow these steps carefully to effectively file a complaint against Viator on ComplaintsBoard.com.

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Contact Viator customer service

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