Viator is a horrible, dishonest, classless, unscrupulous company. Our tour was scheduled to start…read moreat 1:45 pm. My husband and I were at the meeting point at 1:45. We had waited all week for this tour, intentionally not going to the most iconic parts of London so that we could enjoy them with a native tour guide. We allowed several minutes for the guide to come, but I got worried when 10 minutes passed. I started trying to text, email, and chat with someone from Viator and the local tour guide. But the local company was based in Poland- and when I called (at great personal international phone charge expense) I was put on hold for several minutes only to be sent to a voicemail in Polish (which I do not understand). Finally someone on the Viator app Chat responded saying that the guide was there and had left without us. I was confused as we were not late and the Chat person said that if we find her at a specific location within 10 minutes of the start time, we could join the tour. Because I had been on hold with Poland for so long, it was already past 2pm and the "10 minutes past the start time" had passed. I asked if I could speak with the tour guide and we could try to find them- but was told that no, it was too late. Next, I had a series of horrible conversations with people from both Viator and the local tour company. I was told that they would not refund my money because I "missed the tour", even though I was there and on time. They said we should have been there early- which, while they recommend coming early, they do not require. I would have been happy to come at anytime they asked. If they had said we had to be there at 1:35, we would have been. Instead, they just recommended being early. I was then told they would not refund the money because of pre-purchased tickets to get into museums/buildings. I explained that this tour was outdoor only- and had no exhibitions or tickets to be purchased. So it would literally cost them nothing- the tour had 12 other people who were allowed to partake in the tour, so it was not an example of the tour guide having no participation. When I tried to explain all of these things, they said they would absolutely not refund the money, regardless of any situation. This tour guide, Viator, and the local tour company made ZERO effort to include us in the tour. They did not call us, they did not text us, they did not allow us to catch up with them. They did not care at all that we had been on many tours all over the world with them and been loyal customers. They did not care that my first time in London was ruined- I was not able to see Westminster Abbey, Buckingham Palace, or Big Ben, as we had to leave the next day. I am disgusted with how I was treated. I do not understand their lack of customer service and I do not understand their lack of compassion. They care nothing about their customers.

DO NOT USE VIATOR ANYWHERE. I recently went to Rome and scheduled a cooking class where they gave…read moreme the wrong directions and the address that they gave me led me in to the center of of the city. I was contacted by the operator asking me where I was and I was a half an hour away by taxi, much too long to arrive in time. My fellow classmates would have had to wait an hour for the class to begin. Naturally, the operator blames me but Viator failed me by using tech that they aren't familiar enough with costing me not only a good amount of money but wasted a day in Rome.

This tour is great because it covers so many spots in a quick amount of time and on a fun ride.read more

Compared to these other Yelp posts, the Gossip Girl tour has since changed quite a bit! Let me…read morestart by saying that our tour guide Shea was amazing! She was extremely friendly, personable, enthusiastic and knowledgable throughout the entire bus ride and tour! However the tour left much to be desired and a few things disappointed me. The tour begins at the Palace Hotel where Serena from the show lived. This is where you meet with your group and director and board the bus. I went on a cold winter day so the heated coach bus was such a blessing! The tour was fun, while on the bus they show you clips of the famous locations where the show is shot and also ones you got to get off at during the tour stops. However, compared to previous reviews the tour no longer stops at Henri Bendel and Laduree which was very disappointing! We ended up getting off at a few locations and one included the MET but I wasn't that excited by some locations because I'm from NY and have been there already. But I understand to someone who isn't from NY some stops are exciting. My favorite stops were the museum that served as the school on the show and the empire hotel where Chuck lived which was gorgeous! And side note we stopped at Dylan's Candy Bar which is such a rip off. They give you a coupon on the bus and my friend tried to use it on macarons and couldn't because they said it's for store merchandise only. I despise this place it's a tourist trap and workers are rude!