Viator.com Reviews 

I had a very unpleasant experience with Viator. . I checked into going on a tour with them. I put my name and my email address. I can’t remember maybe my phone number and I was charged for the trip or for the tour. I’ve contacted my bank. They have contacted Viator. My husband and I have contacted them. We actually went on another companies tour. We did not go on this one. They charged us and we cannot get our money back. I did not give any bank information to them, but they did charge me.

Easy booking

Booked several tours in Italy via Viator and had a great experience with each. Great ideas, locations and value! Highly recommend.

I always trust Viator the deliver what they promise regarding tours. They are easy to arrange tours with. Thy are specific about time and pickup locations. I have used them many times and find them a reliable choice.. This past Feb 2026 I used them in Malta and was quite pleased.

Good quick service. Booking for tours were easy to make and payment process efficient. Provided comfortable and professional tour operators.

Using the app, allowed me to preplanned and pre pay via PayPal for added security in our travel plans overseas.

For the most part, viator.com is very reliable fior booking tours except in Switzerland where 3 out of the 6 tours we booked were either rescheduled or canceled at the last minute. They should never be dealing with unreliable tour operators. The tours were booked way ahead of time and there is no excuse for last minute cancellations or rescheduling. Also, there was a tour where the description is inaccurate causing us to pack cold weather outfits that we never needed.

Booked through Viator.. Mexico Chill sent a private message outside of Viator stating the couldn't honor my booking on the day I reserved. I spoke with Viator and Mexico Chill wouldn't notify them of this change. My funds were put on hold for 7 days for the refund once I showed the transcripts from Mexico Chill. I then couldn't book elsewhere as my funds were now unavailable before the day I intended for the tour. Mexico Chill takes 100% if you cancel on them, but offer no compensation if they cancel on you. Don't use viator or mexico chill.

This is related to a challenge with my severely autistic son being able to access this experience with a behavioral upset.

Viator nor City Cruises of Boston was willing to make an exception to their policy to issue a refund or a credit for a future trip.

Our guide Lara was amazing! He knowledge was excellent. Would bood with that vendor again!

3 tour attempts over 2 years. All 3 failures. 2 no shows and 1 horrible tour that was supposed to be 4.5 hrs and was only 3 with few sites on the list visited. Aviator clearly does not vet their service providers. Will not use again.

Would give 0 if we could. Reserved a tour of the colosseum well in advance of our trip, received a WhatsApp the day before our tour saying we “may” not be able to get in. We were offered a replacement date after our trip to Rome ended. Just hours before the tour our tickets were cancelled. Appalling service avoid at all costs

The morning session with Flavia to Murano and Burano was exceptional! She was a very good communicator and provided a wealth of interesting knowledge and facts. I really enjoyed this part of the tour.

The afternoon session to St. Mark's, Doge's Palace & Gondola Ride was disappointing. Our host Marco was difficult to understand and the information he provided was less than interesting. The gondola ride was fun, yet short.

We all seemed to struggle with our earpieces to hear the hosts. They fit loosely and were uncomfortable and at times fell off. Suggest you upgrade to a better sound system.

All in all, I had a good time and met some nice people. I would recommend the Murano/Burano session in a heartbeat. The St. Mark's, Doge's Palace is for history buffs and some would enjoy.

Product was great and very informative!

Sometimes get good ideas and offers, but can be problematic. A recent boat trip in Rome was a complete waste of time and money (Big bus boat not available so put on another boat, couldn't get the audio, could only see river bank) and Paris Notre Dame tour was subcontracted, payment didn't go through, no notification, no tour!

Barossa valley winery tour was good. I recommended my friends and colleagues.

Booked tickets for La Familia Sagrada four months ahead of trip. The WEEK of our departure for Barcelona I get a text canceling the tour due to the vendor didn't buy the tickets in time. That is totally unacceptable. Will never use Viator again.

⭐ 1 Star — Terrible Customer Service! $180 Lost Due to Miscommunication Between Viator and Hawaii Nautical

Extremely disappointed with both Viator and Hawaii Nautical Big Island. We booked a catamaran tour during our vacation on the Big Island of Hawaii. Due to terrible ocean conditions, we requested to move our reservation from Friday to Sunday.

We contacted Hawaii Nautical directly, and they rebooked us for Sunday. However, despite the rebooking, we were later informed that it would not be honored. The result? We lost $180 because of miscommunication between Viator and Hawaii Nautical.

What makes this especially frustrating is that we weren’t asking for a refund or trying to cancel our experience. We simply wanted to reschedule due to unfavorable ocean conditions and still enjoy the excursion we had already paid for.

Instead of working together to resolve the situation, the two companies left us caught in the middle, with neither taking responsibility for the outcome.

The customer should not be financially penalized because two companies cannot communicate effectively.

We booked through Viator expecting a reputable company that would stand behind its customers when problems arise. Unfortunately, that was not our experience.

My advice to other travelers: Think twice before booking through Viator, especially when a third-party tour operator is involved. If something goes wrong, you may find yourself out of pocket with little assistance.

A very disappointing experience and $180 wasted. Viator and Hawaii Nautical need to do better.

Supplier review: 5 months of "DSA verification" and silence

I run a PADI dive centre in Thailand and have been a Viator supplier for years. In May 2026 Viator asked me to complete its EU Digital Services Act trader verification. I submitted the legal company name, registration number, address and company registration certificate the same week.

It is now October. The verification is still "pending", and because of that all my products have been inactive for five months. No bookings, no income from the platform, no explanation.

In that time I have:
- emailed supplier support repeatedly (ticket [number])
- phoned supplier support
- used the Contact Us form inside the Management Center
- asked in the supplier community forum

Every reply is a template saying the case is "under review". Nobody can tell me what is missing, who is handling it, or when it will be done.

Meanwhile my inactive product page is still live on Viator and is used to show "similar experiences" from my competitors. So Viator earns commission from my name and my photos while my own products are blocked.

A document check should take days, not five months. If Viator cannot process a verification, it should at least say so and take the page down. Supplier ID [your ID] if anyone at Viator wants to actually look at it.

Disappointing customer service and zero flexibility during exceptional circumstances

I booked a Colosseum guided tour for two people through Viator on October 9, 2026, for $147.52.

On the day of the tour, Rome was under an official severe weather alert, with significant rain and transportation disruptions. Despite spending over 30 minutes trying to secure a taxi, we couldn’t reach the meeting point. We contacted the tour operator before departure to explain the situation and request an alternative.

I understand that the tour proceeded and that cancellation policies exist. However, what disappointed me most was Viator’s handling of the situation.

After multiple conversations with customer support, a formal refund request, and an escalation, Viator refused every possible accommodation: a full refund, a partial refund, or even a goodwill credit toward a future booking.

The weather conditions were officially documented by Rome’s mobility authorities. This wasn’t simply a change of plans or a case of forgetting to show up.

I don’t expect companies to ignore their policies, but I do expect some reasonable flexibility and customer care when genuinely exceptional circumstances arise.

My takeaway: Viator may be convenient when everything goes according to plan, but don’t expect much support when something outside your control goes wrong.

This experience has seriously reduced my confidence in booking through them again.