Viator Inc.

DO NOT use this booking company!! Go directly to the vendor you wish to work with. Unacceptable lack of customer service here. I made a mistake on the date I selected for my vacation tour and will not be back home when it is scheduled. Viator refuses to give me my $436 back even calling 5 days in advance! No Refunds, even if you do not actually take their tour!! Unreal!!
Apr 16th, 2022

We are a tour operator that was with Viator back when a company had to be invited to be featured on their platform. Now they no longer vet, so inferior operators and scammers have polluted their booking portal. We de-activated our products from their platform in 2018 when they raised our retail rate from one day to the next without informing us - they ADDED 13% to our published retail rate that was a commission for Viator ON TOP of the 15% we were paying internally to them. At the same time they deleted/deactivated phone lines, so since 2018 one is relegated to chat with an hourly employee trained to deflect rather than engage in interaction regarding legitimate issues. We have considered reactivating our products in 2022, but the initial efforts have been nothing but frustration and disgust. Viator lost their way in 2019. Service is no longer of importance to this organization. 100% profit driven now. Embarrassing and pathetic how they have succeeded in tarnishing the Tripadvisor formally good name.
Apr 4th, 2022

Do not trust this business. Our tour guide did not show up and then said he'd be another 20 minutes beyond the amount of time he was already late. When we requested a refund Viator refused on the grounds of some fine print that said there was built in buffer for guides to show up late. When we pushed back Viator then claimed the guide arrived ten minutes late and held the tour, neither of which were true. We will not be using this company again.
Mar 8th, 2022

I had booked two private 8 hour custom wine tasting tours in Sonoma and Napa. Our driver was Lonny and he took really great care of us both days. He was on time when he picked us up and had us to our destinations at our reservation times. During the Sonoma day, there was a road closure getting us to our first winery, but he was able to find an alternate route to get us there in time. During the Napa day, we had some extra time in between reservations and he suggested a really good stop that had good food and wine. We had a really amazing time for my birthday and he made it special for us.
Jan 17th, 2022

Buyer beware! We booked a DC monument tour from this company. We were confirmed and received an email with a meeting time and place. It was pricey but a gift for my husband who loves history. We showed up early and waited well after the meetup time. No one showed. When I emailed our travel company for a refund, I started getting the runaround. They seem like they are blaming us. So insulting. Our travel company was AAA (booked months in advance of our trip). They used Viator evidently booked Urban Adventures who did not show. Its all feeling a bit like something out of a Kafka novel. Ive been emailing back and forth with the travel companies for weeks with no refund. Its very frustrating. It was supposed to be a fun gift but now has been an irritating time suck. I wish someone had warned us, so putting it out there in case it helps someone else.
Feb 12th, 2022