Viator.com Reviews 

It was a small group and Ayame was an excellent guide. It made better when a guide speaks our language.
Having a guide takes away all the anxiety of train travel and walking route. Although phones are excellent you miss the scenery you pass continually looking at it's screen. So you can absorb the environment that you walking through.
I have ne er had a ad experience on these tours , and every day is a school day. Thank you

I’m still waiting for a refund from a Team Lab in Kyoto, Japan a few months ago

I am extremely disappointed with the way Viator handled my complaint.

The tour started with a significant delay caused by the tour operator. We were not able to enter at the scheduled time, and this delay was completely outside of our control. As a direct consequence, our visit was seriously impacted, and we were unable to enjoy the experience as advertised.

Even worse, the delay caused us to miss part of our planned visit to the Vatican, where we already had another timed reservation later that afternoon. We had carefully planned our day, and the operator’s delay disrupted our entire itinerary.

I contacted Viator, explained the situation in detail, and requested a refund. Despite providing all the relevant information, my request was denied. I then asked for a second review, hoping they would fairly consider the circumstances. Instead, I received another generic response stating that the decision was final, without addressing the actual issues I had raised.

What disappointed me most was not only the refusal to provide a refund, but the complete lack of accountability and genuine customer care. When a tour operator fails to deliver the service as promised, customers should not be left to bear the consequences.

I expected much better from a company with Viator’s reputation. Unfortunately, my experience showed that, when problems occur, customer satisfaction is not treated as a priority.

I will think twice before booking through Viator again and cannot recommend the platform based on my experience.

Trustworthy site that I would book through again.

A lot of choices. Easy to use and has a nice rewards program.

I would say that, overall, Viator performed satisfactorily; however, on my trip to Italy, there were a couple of glaring disasters. One venue that was touted as a "jazz nightclub" turned out to be nothing more than a high-priced restaurant venue featuring a painfully mediocre solo trumpet player. Diners were served outside on the sidewalk. That night cost us over 300 Euros. In another instance, my one and only opportunity to take a tour of St. Mark's Basilica in Venice was shattered when the tour guide unexpectedly called in 24 hours beforehand, and Viator did not make any attempt to obtain a substitute. I would not trust this outfit.

Ease of website use,flexible to edit, transparent order.

Thank you for allowing me to book on your site. However somehow, someone has managed to get my other credit card information and also booked trips to Dublin. It appears this is not a site to trust with personal information!
I have not taken my actual trip yet, so not sure yet if their will be other problems.

I have spent thousands of pounds with Viator, even though I am aware that it’s cheaper and better to go with local operators. After a recent one off request was point blank refused I will not be booking with them again. Appalling customer service

Excellent way to books trips and tours. Customer service were super helpful when I needed to change the time of an excursion due to a flight delay. Would and have use again!

Excellent site to book excursions... dont wait until you artlrive and purchase from the reps. Much cheaper and better experiences.

Due to an injury we weren't able to take our schedule tour. However, the customer service was prompt, accommodating and issued our refund without issue.

Easy to use and the reviews were helpful.

I made a booking for four on a dinner cruise through Viator for June 14, 2026. I was charged twice, $308.58 on June 2, 2026 for the trip. I called Viator a number of times to resolve the issue and the agents keep telling me that they moved the investigation to upper management with no results.

Great views and excellent crew! Would recommend for all ages.

Finally being retired and able to travel, I booked several sight seeing "adventures" through Viator which was recommend by AAA travel agency in WV. My two favorites were the LOUVRE MUSEUM in France and the walking tour by another guide in France. They were both very well informed, open to questions, accomodating, pleasant, and wanted their group to provide suggestions. Prior trip, I just went with tours suggested by the cruise line and we were "herded in a large group like sheep" told to keep up, watch the leader and don't get run over!!! NEVER AGAIN!!! Did have a problem with one tour in Amsterdam but Viator immediately refunded the money.

I am writing this to highlight a severe flaw in Viator's platform governance. Viator uses an automated system that dictates: "unable to issue a refund for this booking, as the operator has not approved it." This hands complete authority to local operators, leaving consumers with zero protection when a tour fails.

I experienced complete service failures on two separate bookings:

1. Sharm El-Sheikh: Jeep Adventure to Blue Hole, Canyon & Dahab (BR1336838689)
The operator (FTS Travels) did not deliver the contracted itinerary. The group was taken to an entirely different location than advertised. When I requested a refund, Viator let the operator self-decline it.

2. Private Full Day Tour to Port Said From Cairo (BR1340250357)
The operator (Emo Tours Sweden) demanded an additional $100 USD off-platform payment on the day for custom Suez Canal stops we had pre-agreed to in writing. Once paid, the operator's driver went from knowing the itinerary to having no knowledge of it. We missed multiple locations, and the tour ended with the guide being held by the military for a 1.5-hour interrogation. Emo Tours even acknowledged this in writing as an "internal coordination issue," yet Viator still allowed them to block my refund.

As the merchant of record, Viator is responsible for contract fulfilment. Allowing conflicted operators to act as judge and jury on refund claims is unacceptable.

Very pleasant experience. We took two excursions while in Europe, and both were well organized and delivered exactly as promised.

Felix was a fantastic guide. Despite the very hot weather he maintained a well organized and speedy tour. He had a smile, was engaging, and most importantly knowledgeable!

Quick way to find adventure!
Really easy to look up different experience options in the area I am travelling and just as easy to book. Love that everything is just in one place.