Viator is an online marketplace for booking tours, activities, and other travel experiences. Based in Needham, Massachusetts, it operates as a subsidiary of Tripadvisor and serves travelers in more than 190 countries.
Viator Responsiveness rating
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What you need to know about Viator
The company responds to most customer complaints in a satisfactory manner.
- 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.
Viator customer service response times
| Phone support | Response times: Usually 1 to 30 minutes. Availability: Phone support is available 24/7. Call (888) 651-9785. |
| Email support | Response times: Usually 1 to 48 hours. Availability: Email support is available 24/7. Email cseu@viator.com. |
| Live chat support | Viator does not have live chat. |
| 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 on its FAQ page. |
How to resolve a problem with Viator
This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.
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.Viator mailing address
400 First Avenue
Needham, MA 02494
Viator loyalty program
Viator offers a loyalty program called Viator Rewards, where customers can earn rewards on eligible bookings made through the Viator website or app. The rewards can be used as credit toward future bookings and are usually available shortly after the experience has taken place. Rewards earned through eligible bookings typically expire 180 days after they become available in your account, while reissued rewards (such as those returned after a canceled booking) may have different expiration terms. Rewards cannot be combined with promo codes.
Viator social media channels
Viator executive customer service contacts
Primary Contact
Sarah Dines
Chief Commercial Officer
400 First Avenue
Needham, MA 02494
sdines@viator.com
Secondary Contact
Kristin Dorsett
Chief Operating Officer
400 First Avenue
Needham, MA 02494
kdorsett@viator.com
Chief Executive
Matt Goldberg
President and Chief Executive Officer at TripAdvisor Group
400 First Avenue
Needham, MA 02494
mgoldberg@tripadvisor.com
Viator customer service policies
What is Viator's privacy policy?
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, personalise 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 privacy request options.
What are Viator's terms of use?
Viator acts as a booking platform connecting travellers with third-party tour and activity providers, rather than operating the experiences itself. By using the site or app, customers agree to the booking, payment, cancellation, refund, and supplier terms attached to each experience. The terms also explain user responsibilities, liability limitations, dispute procedures, account rules, and how Viator may change or cancel services when necessary.
Viator self-service links
How do I leave a review for a tour or activity I booked through Viator?
After completing your tour or activity, Viator will send you an email inviting you to leave a review. You can also leave a review by logging into your account, navigating to “My Bookings,” and selecting the option to review the activity.
How do I contact the tour operator directly?
After booking, your confirmation email will include the contact details of the tour operator. You can reach out to them directly for specific questions or special requests related to your tour.
Can I book private tours through Viator?
Yes, Viator offers a range of private tours and activities. You can filter your search results on the Viator website or app to show private tours and customize your experience.
How do I make a booking with 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.
How can I modify or cancel my booking?
To modify or cancel your booking, log into your account on the Viator website or app, navigate to “My Bookings,” and select the booking you wish to change or cancel. Follow the instructions provided. Cancellation policies vary by tour and activity.
What is Viator's cancellation policy?
Viator’s cancellation policy varies depending on the specific tour or activity. Many tours offer free cancellation up to a certain period before the start time. Detailed cancellation policies are provided on each activity’s page and in your booking confirmation.
How do I get a refund from Viator?
If you are eligible for a refund based on the cancellation policy, you can request a refund by cancelling your booking through the Viator website or app. Refunds are processed according to the terms outlined in the cancellation policy.
How to get professional help with your Viator problem
If you need help with Viator, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
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