Viator.com Reviews 9

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.

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.