Viator.com Reviews 

Terrible vendor, no support and no help. They hide behind "we're just a platform" argument to let the suppliers do what they want with no accountability. The vendor does not supply the service and they get to decide if they approve a refund. What a joke. They screw you and Viator gives them all the power.

The worst customer service. We cannot recover access to the account which was created by employee more than 6 years ago, even though we have the access to the email to which this account was registered. They ask for the account creation that which nobody knows. They say it's the only way for them to validate ownership.

I've tried to get on the supplier program since 2 years, I got inside one time but I click on something wrong (dont remember what it was anymore) and since than communication with Viator was disaster, they always answered, then continued conversation on e-mail and once we've sent all documents from our side they disappear. Like this 3x in the year, from what I'm reading I'm glad it didn't work

I would give this the lowest score I could. it was absolutely horrendous, they didn’t communicate at all with the provider of the service that we had made a booking and we then demanded a refund and are still waiting on it.

As a tour operator, I have been waiting since January 2026 to receive my payout from Viator. After weeks of follow-ups and countless attempts to resolve the issue, I have yet to receive a solution. The delay became so severe that I had to take out a loan just to pay my suppliers and partners.

Unfortunately, this has not been my only issue with the company. Following the advice of Viator’s own customer service team, I split my supplier profile into two locations. As a result, my reviews were divided between the two profiles, damaging the reputation and visibility of my business. When I asked for assistance, I was simply told that nothing could be done.

Based on my experience, I strongly advise other operators to think carefully before working with Viator. The lack of support and accountability has had serious consequences for my business.

I am absolutely furious with how Viator treats the actual tour operators who build this platform. They demand 20% to 40% commissions, yet they treat us with absolute contempt and zero loyalty.

I have poured years of blood, sweat, and capital into building up my 18 listings and earning flawless, hard-won 5-star customer reviews. But according to Viator, growing my business is a crime. If you start as a sole trader and successfully scale up to a formal company structure, Viator’s prehistoric backend can't handle a simple tax ID update. Their solution? Delete your account and start over.

Worse yet, if you physically relocate your business to another country, they hit you with the exact same brick wall. Because their banking system is rigid, they force you to close your profile, manually recreate all 18 listings, and permanently forfeit years of accumulated social proof and reviews. They are literally holding our hard-earned reputation hostage. They treat legitimate, verified businesses like fraudsters because their engineering team is too lazy or indifferent to create a secure verification path for corporate growth. You are a partner to them until you try to grow. Avoid registering as a supplier if you ever plan on succeeding or expanding.

I listed my tour on Viator and set up my payout methods over eight months ago, yet they remain unapproved despite numerous follow-ups with customer service. Fortunately, I haven't received any bookings through the platform, so no funds are currently being held. However, it is deeply concerning that had I made any sales, I would have no way to access my earnings.

1 star is way too generous. My experience with Viator as a supplier falls deep within negative territory. The star rating system should be more like:

-5 - 4 -3 -2 -1 - 0 +1 +2 +3 +4 +5

Viator would without question be -11. This is the WORST company I have ever dealt with for any reason. There is no rhyme or reason to anything. If you have an issue or a question, you'll NEVER get actual support. Nobody knows their job, they don't hardly know English, no single support department can handle all questions so they endlessly transfer you back and forth between the same "departments", if you request a supervisor they have to "schedule" a call, but when a supervisor does actually speak to you they don't know anything either.

Every single call I have made to "support" has been a complete waste of time. They don't let you change you email in your own account in spite of there being an "edit" button. You have to call, and when you do call they don't know how to do it and tell you that there is a "security process" to change email addresses, but that is a nightmare that just dead ends.

When you get a reservation, at the bottom there is a "print" link that goes to another page that says, "Sorry, invalid link" or something, so you can't get a printable version of a reservation. When a customer books a tour they cannot select a "time" in spite of the tour saying "Time of booking". It shows the date, but there is no actual time.

I hate Viator with a passion. Nobody that works for Viator has ever actually owned and operated a tour company, but they think they're "all that" and completely unanswerable because Google is in bed with them somehow, so they get pushed to the top of SERP, way above organic SERP results while your website built on hard work gets forced down, and a bunch of crooked, hyper-rich pasty faced evil weaklings rake in all the dough in their mafia-style protection racket as they make suppliers grovel and suffer.

And here is the big big secret... Viator only pays their suppliers once per month, instead of weekly or upon completion of the service. Hundreds of millions or maybe even billions of dollars builds up in their system as tour bookings come in. It is highly likely, can't say for sure, but highly likely that Viator, along with many other such "services", use this massive amount of supplier money to make short term or overnight loans to banks to facilitate their debt obligations, quietly earning them millions of dollars in fees and interest. They wouldn't tell you this, but it is a glaringly obvious potential to anyone who knows anything about banking and finance. Here is a breakdown of what these companies do with YOUR money...

"Companies, including non-bank financial institutions and corporations with excess cash, make money by lending to banks overnight—primarily through repo markets—by earning interest income on short-term, collateralized loans. They capitalize on high-volume, low-risk opportunities to turn idle cash into yield, with interest calculated on the spread between the cash loaned and the repurchase price of securities (like Treasury bonds)"

This is what they are probably doing, and it should be illegal. You're welcome.

The worse experience EVER. Do not work with this company!!!
I registered as a supplier, I contacted their chat team to avoid mistakes, I paid 29 EUR for my product listing after talking to their agents who guided me through the process. After I submitted my payment, They told me how I an not publish my event and they will not refund me the money.....I am consulting my lawyer to sue them. It is not about the money, but about cheating people. Do not work with them EVER!!

Booked a tour, they used a third party who lied and were unprofessional. I asked for a refund and was denied it due to scummy third party. I provided gps evidence and phone logs to prove I was there on time but was ignored completely. Do not ever buy a tour from this company, they just use third party and there no guarantee on the quality.

I just talked to a Viator agent since none of my tours were populating using their API feature with my booking system. He said this has been a known issue for a long time. They added a workaround for the issue but never told us as suppliers about it. So rather than fixing the problem, they keep collecting extremely high fees from us and do not even try top communicate with us about knows issues and said ways to fix them.

This company is the worst when it comes to having system that are easy to use and user friendly. The email support is non-existent in that they send you “canned” messages and do not actually read about your issue. The phone support agents are also useless. It seems they do have a quality control department or do they care to invest the money into this. All they want to do is collect their exorbitant fees from their suppliers with small businesses. They protect their booking customers but give their suppliers nothing. Worst booking company ever.

Nous avons réservé une excursion avec Viator pour Varsovie ‘Auschwitz-Birkenau’ prise en charge hôtel à 6am puis départ en train pour Cracovie et prise en charge pour l’excursion..
On nous demande si besoin, d’annuler 24h à l’avance sous peine de non remboursement ..la, le prestataire nous contacte la veille au soir pour nous annoncer que l’excursion est annulée ! Nous avons pris l’avion, réservé un hôtel pour voir ce site.. et là rien! Nous sommes venu de loin et pour très peu de temps pour rien ! Comment est ce possible !
Nous sommes furieux contre Viator et ne recommandons pas ce site même si le remboursement de la prestation a eu lieu..mais il devrait s’inquiéter de savoir si le prestataire est fiable, demander pourquoi celui ci ne peut pas faire la prestation et trouver une solution rapide pour le client !

Getting our account started as a supplier with Viator has been an absolute nightmare with a never ending list of technical issues on their side. Their support team really tries to help, but in the end every chat or call ends with "we'll have to escalate to another department, you'll get a response within 72 hours". When you do get a response, it's vague or off-topic, or it just opens the door to the next problem.
And then there are the little things, like how you get logged out without warning every hour or so. Or how they add little changes to your product without informing you about it.
It feels like Viator has suffocated itself with so many safety checks and protocols it can't function properly anymore.
If you are starting this journey with them, plan for a lot of patience and time. A lot.

There was a technical issue with my account setting. They made all the excuses but nothing got fixed for over days. This is the worst supplier service I ever had.
I don't recommend this platform for all suppliers.