Viator42 reviews
This score is based on 42 genuine reviews submitted via US-Reviews since 2020.
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Not something I'd book again. We lost over half an hour at the start because the bus broke down, so our stop in Monteriggioni got squeezed — annoying when I plan these day trips to break up a long workweek. The bus kept running slowly after that, mechanical hiccups and all. The sites were nice and the wine tasting was actually worth it, but transport and timing dragged the whole thing down.
Half refund, polite rep
Right after my sister-in-law pulled a muscle I called to cancel—I'd worried about their policy before buying, and those doubts stuck. They refused a full refund on the $160 ticket, kept a hefty fee and returned only part. The rep was surprisingly polite, but that didn't fix the policy. If you want flexibility, double-check terms. I’ll warn friends not to book without clear cancellation protection.
Left behind on the curb
30 until after nine. No bus. No call. Apparently the tour changed the pickup spot and nobody told us — felt like we were ghosted by a coach. Getting through to a real person was a joke and finding a phone number was like a scavenger hunt. This was supposed to be the trip highlight. Totally ruined the day. Other companies at least call.
Two bookings, one good day
double-check bookings and screenshots, insist on a refund if it happens.
Keep an eye on the fine print
I'd book here again only if you're careful about the cancellation fine print. We booked through Viator and the operator asked to move our tour to another day — we said ok to be flexible. After that the terms were quietly changed to no refunds. Later we got sick and canceled inside the 24-hour window they showed originally, but they refused a refund. People were friendly, not awful, so I'm grateful it wasn't a total mess, but double-check everything.
Weird date glitch, but usable
Saw the app on a friend’s phone and tried it because booking looked easy. The app feels clunky at first. A default date from a previous booking slipped in and messed up my reservation. I called support. Kenneth was brusque and didn’t help much. After pushing I got someone else to recheck and they fixed the date. Not great service, but once it’s set up the app works fine. I’d use it again, just more carefully.
A surprisingly easy day out
cool AC and a real toilet, not just promises. One pet peeve — people on calls — but Veronica handled it politely, asking for headphones. All in all a relaxed, useful day out.
Smooth, no-nonsense day trip
Started the morning thinking it would be chaotic, but things ran smoothly. The guide, Veronica, stuck to the schedule, gave clear historical highlights without turning it into a lecture, and left enough free time to walk around (which I appreciated). The coach was comfortable, air-conditioned and had a toilet — small detail, but it mattered. She also reminded folks to use headphones for calls or music; polite and practical. Booking was straightforward, confirmations arrived on time. I've had louder, messier tours elsewhere, so I was glad this went well. Price felt fair for what we got.
Messy booking, decent tour in the end
I was running late because of train delays and thought, great—this’ll ruin the day. I’d booked through Viator (I use sites like that a lot when I travel), phoned them to move the tour and was told they could reschedule it two days later. Next day the voucher was gone from the app and their follow-up was basically “sorry, we were wrong—no tour, no refund.” They’d also billed me way more than the operator charged. I rebooked directly with the vendor at the meeting point and once the guide started, I actually relaxed — that’s when I knew it was okay. Not perfect, customer service was flat and kind of rude, but the actual tour itself worked.
Refund actually saved us
we're scrambling at the gate, flight gets canceled and rerouted, and I thought, oh no — we missed our scheduled Rome pickup. I was ready to be annoyed, but when I called the company they actually listened and refunded part of what we paid. That’s the moment I relaxed — not perfect, they couldn't reschedule our pickup, but the partial refund and the friendly tone made me feel like they cared. If you travel with tight connections, just know their cancellation rules are strict; still, worth a shot and call them quickly. In the end we grabbed a taxi and Uber at the airport, and honestly I was glad they handled the money side decently and moved on.
Mixed feelings, but still glad we went
We landed in Paris excited, but the tour turned out different from the description — not a huge disaster, just not what we expected. I tried to get a partial refund from the vendor first and felt kind of brushed off, then reached out to Viator and... same story, which was disappointing. That said, the guide we did have was decent and the sights themselves were great, so I don’t regret going. I’ve used Viator a bunch before with good results, so this felt like a one-off, but yeah, customer support could be way better. A little frustrated, but overall still recommend being cautious.
Unexpectedly alive history
he told these crisp, funny little stories about philosophers and merchants so that plaques, statues and even gravestones started to feel like characters. The single thing that stuck with me was how he linked a dull-looking townhouse to a huge shift in political and economic thought — I actually laughed at how relevant it felt. Nice mix of humor and depth; not just dry dates and names.
Partial refund, missed pickup
I booked a private transfer in Rome because a friend suggested it and I saw their site while buying tickets. Our flight from the US got canceled and was rerouted, so we arrived much later and missed the scheduled pickup. The change came with less than 24 hours' notice, so we couldn't meet the cancellation terms. They refunded part of the fee, which I appreciated — that was fair. But they couldn't reschedule or accommodate the new arrival time, which is the real downside. With transatlantic flights often shuffled, that makes prepaid services risky. For short trips I might still use it, but in Rome the taxis and Uber worked fine when we landed. A bit annoyed, but at least we got money back.
Not worth the stress
We won't book through Viator or VIP Ontario Tours again. That’s my conclusion. We needed a hassle-free sightseeing day because my mom has bad knees and we planned a low-stress family outing in Toronto, so timing mattered. Both companies gave us different pickup times and different meeting spots. We arrived early to the address they sent and waited. Still they later told us we were late and shunted us onto another bus without explanation. I spent ages on calls and WhatsApp trying to sort it. In the end the actual tour itself was okay — the guide was friendly and the route was fine — so I’m glad we saw the highlights. But being blamed for their mistake, and having to chase them down, left a bad taste. Small kindnesses didn't erase poor coordination and lack of accountability. If you need something reliable, look elsewhere. This one felt sloppy and unfair. Could have been handled much better.
Misplaced meeting, long refund chase
We showed up where the ticket said and waited more than a little. Fifteen minutes passed. No one. Only after I got back to the U.S. did I find a voicemail saying the meeting point had been moved—two hours before the tour. That right there is the big problem. The company's rule expects customers to cancel 24 hours ahead, but they don't stick to the same notice window. Makes no sense. We don't use roaming texts or phone plans when we're traveling, so a voicemail is useless in many cases. I've been chasing a refund for two months and ended up filing a dispute with my card. The back-and-forth is tiring and frankly disappointing. If it were handled differently—like an email or a confirmation page update—I might have felt better. For people booking tours, double-check contact methods and insist on email confirmations. I'm bummed about the whole thing. Won't trust them next time, and I think they should own up when they mess up.
Pintxos bar tour experience
This tour was amazing for getting a taste of the local pintxos culture in San Sebastian. We got to chat with folks from different places like Scotland, London, and from all over the US. The bars we hit up had a great selection, giving us a good idea of what to look forward to when we explore the food scene solo.
Tasty food tour
Oh man, that food tour was just amazing all the way through! Our guide, Jonathan, really knew his stuff when it came to local food and he was just so friendly and excited about all the food around there. His suggestions for places to eat were just perfect, and he really went out of his way to make sure we had the best time possible. I'm definitely gonna hit him up for another tour next time I'm back in town.
Rainforest, coffee, and chocolate tour with Pablo
I gotta say, Pablo is honestly the best tour guide I've ever come across. He really knows his stuff and he's so willing to share all his cool facts with everyone. The rainforest, coffee, and chocolate tours were all amazing, and I learned so many neat things I never would've known before. Plus, that lunch was delicious and the waterfall was just stunning. If you want a truly memorable tour, definitely try to get on one with Pablo leading the way.
Art tour with informative guide
During our art tour, our guide was really great and knew a lot about the pieces we saw. Avi was friendly, respectful, and considerate of our group. He took the time to explain each work of art, making sure we all understood and appreciated what we were looking at. Our experience was super enriching and definitely worth the time and money.
Cancun tour
I really enjoy using Viator for booking tours! I've had great experiences with their tours, but one time we almost missed our Cancun tour because the directions provided were incorrect. Make sure to double-check the directions on the official tour website before heading out!
About Viator
Viator, a TripAdvisor company, is a leading online marketplace for travel experiences worldwide. It provides travelers with access to thousands of tours, activities, and attractions in destinations around the globe. Users can read reviews, compare prices, and book experiences directly through the site. Viator's offerings range from traditional tours to unique experiences, allowing travelers to explore local cultures, cuisines, and adventures. The company was founded in 1999 and later acquired by TripAdvisor in 2014, significantly expanding its reach and offerings in the travel sector. Through its platform, Viator aims to connect customers with memorable experiences while providing operators with a broad audience of potential travelers.
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Contact Information
400 1st Ave
02494 Needham, MA
United States
Categories Viator
Vacations | Special Trips | City trips | Day & Night Out Tickets
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Last update: October 2025
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Review with most votes
Smooth and good services
There are lots of good points that i noticed while using the services from Viator. They have really good tours which are also very famous and they added different activities con... Read onBy: Bernica Vincent