Review Insights · Google Play
Viator Tours & Attractions
Viator · 77,537 ratings · ★ 4.9
4.9
★★★★★
77,537 ratings
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Top complaints - extracted from 19 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"tour"
5 negative reviews mention this · 26% of all complaints
★★★★★ "This company fails to protect its long-time customers from unprofessional tour operators. Not recommended." - Chris Bergsvik
2
"booked"
4 negative reviews mention this · 21% of all complaints
★★★★★ "Don't use this app, they don't vet their tours. I booked and paid for tours months in advance that were cancel a day before etc (1 tour the people didn't even show up) I will never use them again. Thanks for only being interested in profit …" - Anna Miles
3
"company"
3 negative reviews mention this · 16% of all complaints
★★★★★ "This company fails to protect its long-time customers from unprofessional tour operators. Not recommended." - Chris Bergsvik
4
"refund"
3 negative reviews mention this · 16% of all complaints
★★★★★ "This joke of a company took 200 quid for a trip to kos waterpark at the beginning of my 10 day holiday then waited 8 days to inform me they don't do the trip from where I was staying so had to cancel. They then took 5 days to process my ref…" - Josh Young
5
"scam"
3 negative reviews mention this · 16% of all complaints
★★★★★ "scam, they canceled our tickets 20 hours before entry then offered the exact same tickets at double the price due to dynamic price." - Daniel
6
"viator"
3 negative reviews mention this · 16% of all complaints
★★★★★ "Don't count on this app! Booked 3 experiences, 2 canceled within a week of the tour. One of those gave us an "alternate" tour but it was just the cheap local pass and the tour operator gave no partial refund for the difference and viator ba…" - Karen
7
"guide"
3 negative reviews mention this · 16% of all complaints
★★★★★ "Really like the service BUT you earn points for every trip you take BUT THEY EXPIRE AFTER 6 MONTHS. They shouldn't expire! I had $40 earned that I lost. So I went to Get Your Guide instead. So for $40 they lost me as a customer. Not smart b…" - Fuffer Nutter
📋 All 19 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Companies shouldn't bully their customers in leaving a review - just saying!
You can't log in, stuck in an eternal loop sending validation emails. absolutely awful..
This joke of a company took 200 quid for a trip to kos waterpark at the beginning of my 10 day holiday then waited 8 days to inform me they don't do the trip from where I was staying so had to cancel. They then took 5 days to process my refund. Joke company. Avoid at all costs.
Don't use this app, they don't vet their tours. I booked and paid for tours months in advance that were cancel a day before etc (1 tour the people didn't even show up) I will never use them again. Thanks for only being interested in profit and not sevice, I hope everyone catches on at how bs this 'service' is.
discriptions are almost always misleading beware
scam, they canceled our tickets 20 hours before entry then offered the exact same tickets at double the price due to dynamic price.
oh know
i have never had any travel around Englan
nightmare to deal with and make payments. this company is not direct with anything.
I just want my tickets. I have already paid. why do I need to have a another app?
Frustrating trying to log in. It goes in circles. Click on the email link, I choose open in app, then sends another link to my email.
APP won't even open correctly while in Punta Cana
didn't allow using discount code when redeeming earned rewards?
cannot access booking with this app very frustrating 😒
Booked a food tour for 100 dollars. The guide never showed or tried to contact me. I contacted viator support to be told I might get a refund. This platform should have better vetting for tours. When you are on vacation and get stood up for 100 dollars and waste your day it is unacceptable. I no longer trust them and neither should you. Edit: I want to update that viator refused to refund us. Meaning they willingly allow providers to scam people and get away with it.
Booked a private tour of the collesium in Rome for 650 dollars. got a driver that drove me 200m dropped me off. no guide, no tour. viator is a scam. I would book through your hotel concierge you cannot trust this app
This company fails to protect its long-time customers from unprofessional tour operators. Not recommended.
Don't count on this app! Booked 3 experiences, 2 canceled within a week of the tour. One of those gave us an "alternate" tour but it was just the cheap local pass and the tour operator gave no partial refund for the difference and viator basically said "too bad".The one that still went ahead wasn't as promised due to a weekly event that prevents the full experience, they should know this ahead of time and inform before confirming purchase. I won't be using this app again!!!
Really like the service BUT you earn points for every trip you take BUT THEY EXPIRE AFTER 6 MONTHS. They shouldn't expire! I had $40 earned that I lost. So I went to Get Your Guide instead. So for $40 they lost me as a customer. Not smart business.
Sentiment summary
98%
Positive (4-5★)
1%
Neutral (3★)
1%
Negative (1-2★)