Viator

Viator is an online marketplace for tours and activities. It is owned by Tripadvisor and based in Needham, Mass.

Mailing address

400 First Avenue
Needham, MA 02494

Website

What you need to know about Viator

The company responds to most customer complaints in a satisfactory manner. When a tour operator in Paris charged a traveler an extra 60 euros to join a rescheduled Eiffel Tower tour, Viator refunded the money after our advocates contacted it. But it doesn't always say yes. It refused a $116 refund to a traveler who was left behind on a day tour in Antwerp. When a couple paid twice for a Dubai tour, Tripadvisor, Viator's parent company, said its hands were tied. Their bank refunded them through a credit card dispute.

Viator’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
You can resolve a problem with Viator with our insider guide or through our executive contacts.
Viator's customer service policies are standard. Here are our frequently asked questions about Viator.

How to resolve a problem with Viator

Try self-service first

Use our proven resolution methods, or Viator’s self-service links below.

Contact an executive

Start with the primary contact below, then escalate step by step if needed.

Get free advocacy help

Contact Elliott Advocacy for free mediation of unresolved complaints.

Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.

We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.

How fast does Viator respond?

Phone support

Viator doesn't list a general customer service phone number on its website. It shows phone numbers in the Viator app and on booking pages. You can also use live chat for existing bookings.

Email support

Usually 1 to 48 hours.Availability: Email support is available 24/7. Email cseu@viator.com.

Live chat support

Viator offers live chat for existing bookings. Open its Contact Us help page, scroll to the bottom and select "Contact us now" or "Live Chat." Have your booking reference number ready.

Social media

Viator is active on social media platforms such as Facebook, X, LinkedIn, Instagram, and TikTok .

Response times can range from 1 to 36 hours depending on the platform and the inquiry’s complexity. Access Viator's social media here.

Help center/FAQ

Find answers to common questions in its help center.

Verified contacts

Viator customer service executives

Maintained by Elliott Advocacy and updated regularly. Here’s how we do it →

Primary

Kristin Dorsett

Chief Operating Officer

kdorsett@viator.com

Chief Executive

Matt Goldberg

President and Chief Executive Officer, Tripadvisor Group

mgoldberg@tripadvisor.com

Viator self-service links

After completing your tour or activity, log into your Viator account, select "Bookings," choose the experience and select "Write a Review." Reviews cannot be edited after submission. To remove a review you wrote, email reviews@viator.com with your name, the email address you used and your booking reference number.

Viator customer service policies

Viator collects personal information such as your name, contact details, payment information, booking history, device data, and location data when you use its website or app. This information is used to process bookings, provide customer support, personalize content and advertising, improve services, and comply with legal obligations. Viator may share information with travel suppliers, service providers, affiliates, and authorities where required. Users can manage certain privacy preferences, marketing communications, and data requests through their account settings or Viator's privacy request portal.

Viator loyalty program

Viator offers a loyalty program called Viator Rewards, where customers can earn rewards on eligible bookings made directly through the Viator website or app. The rewards can be used as credit toward future bookings and become available within 24 hours after the experience has taken place. Rewards expire 180 days after they become available in your account. If you cancel a booking paid for with rewards, Viator reissues them with a new 180-day expiration. Rewards cannot be combined with promo codes, and you must earn and redeem them in the same currency.

Frequently asked questions about Viator

You can make a booking on the Viator website or mobile app. Browse through tours and activities, select your desired option, and follow the prompts to complete your booking. You will receive a confirmation email with all the details.

To modify or cancel your booking, log into your account on the Viator website or app, go to "Bookings," and select the booking you wish to change or cancel. In most cases, you can change or cancel up to 24 hours before your activity. Bookings marked "Non-Refundable" cannot be changed or canceled. Cancellation policies vary by tour and activity, so check the terms on your ticket.

Viator's cancellation policy varies depending on the specific tour or activity. Under its standard free-cancellation policy, you get a full refund if you cancel at least 24 hours before the start time. Some experiences are non-refundable. Detailed cancellation policies are provided on each activity's page and in your booking confirmation.

If you cancel within the cancellation policy, you get your refund automatically. For other problems, go to "Bookings" on the Viator website or app, select the booking and choose "Request a Refund." Viator says it processes most refund requests within 48 hours, and an approved refund may take five to seven business days to appear on your statement.

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