So I used Viator to book a tour for the family to Paris. I booked it one month in advance to avoid any unnecessary hassle. I and my family were mainly excited for the Versailles and we really wanted to go there. Even though we got a couple of emails from the company regarding the tour, on the day of the trip, they told us that the bus was totally full and they would not be able to arrange tickets for the whole family. They didn’t offer us any compensation there and they didn’t even get us another tour for that day. We were forced to just see the bus drive away while my daughter cries. This company supposedly books the tours for their customers via a different service, in my case, it was Magic Ways Tours. I don’t care if it was Magic Ways’s fault or Viator’s, not notifying the customer that they will not be getting what they paid for is just absurd and ridiculous. The bus was clearly overbooked and I would have understood their perspective of things if they simply provided me with an alternative tour for that day. After this incident, I called the Magic Ways customer support and told them to refund our money. The representative was not helpful at all and she said that it was our fault that we didn’t check the status of the tour, but the THERE WAS NO STATUS OF THE TOUR!!! I wrote down the name of the company rep which told us that we couldn’t sit on the bus. Viator did refund us some money, but it was only of the tour cost. They didn’t accept the responsibility for all the hassle and inconvenience they caused. We had to pay for two 14 hrs. flights from/to Paris, the hotel stay and all the other expenses. The other company stopped replying to our emails.
The phone number that Magic Ways gave us was a FAKE NUMBER and it didn’t work. It took us a lot of calls just to get a human to talk to us, as 99% of the time the call was redirected to an automated French answer message. Not only that, but Viator also told us that they are not responsible for any kind of inconvenience caused because it was our fault.
This incident made me curious about others’ experience with this company and other than the fake reviews; all the reviews on Viator are negative and bad. Why? Because this company is just totally irresponsible and immature. Viator dot com has a 1-star rating on Trustpilot which is a place where people rate businesses based on their personal experience. 68% of the reviews here are 1 star. Not only this, their BBB page has more than a hundred complaints and most of them are unresolved. They have ruined the vacations of hundreds of people/families and have gotten away with it.
PLEASE AVOID VIATOR and don’t use it. Because you are just going to regret your decision if you do so.