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I am very disappointed with my experience booking through Booking.com/Viator/Discover. I made a small mistake in my reservation and cancelled because I thought I could change the date. Instead of helping me reinstate or adjust my booking, they refused to consider my request and kept the full amount I paid which is $261. There was no flexibility or customer care, even though it was an honest mistake and I was willing to rebook. I strongly advise others to be cautious before booking tours with them. Their cancellation policies are rigid, and they show little understanding toward customers. I will not be using them again and suggest looking for companies with better support and fairer practices.

I booked this tour from Australia. I had my doubts after booking and reading the reviews but from booking, to refund, to changing booking, everything was perfect. Booked the private 4 hours Washington DC tour and it was well worth it. Our private driver Chalid was very knowledgeable and let us spend as much as time as we needed on every attraction.

Wow wow wow! We’ve loved all our trips with Viator — the most recent one is my 6th and let me tell you they know what they are doing and they do it well. They are punctual, knowledgeable, personable and friendly, and fairly reasonable for the experiences!! Definitely use them for your next day trips/tours. They also give you up to 24hrs before canceling with full refunds which I felt is more than fair!

Do not trust their Lower Price Guarantee. Bought Broadway tickets through Viator. Found a lower price on another website the same day. Request for a price adjustment based on lower price guarantee policy. Sending the screenshot of the website with the lower price and all the detailed explanation. 1. 1st response, Viator denied the request citing show tickets are not included under low price guarantee. So I asked for the link to the policy because I didn't see that before purchasing. With 2-3 emails back and forth, Viator still did not provide me the link to the policy and ignores the question. After multiple emails, the customer service asked me to send everything all over again. I did. The last reply was that they checked with their vendor and the price they sold me was correct. Nothing they can do. No mention about shows and events are not included under the low price guarantee anymore. Not sure why they bothered me sending the evidence of the lower price. If they are only checking with their vendor and denying the request. Obviously this is an untruthful guarantee policy and the consumers should be aware before making the purchase.

Worthless... true about the bad reviews.. This experience was extremely disappointing and completely unacceptable. We booked and paid in advance for a day trip to Washington, D.C. through “New York Luxury Travel Agency” and were at the meeting point at 5:50 AM as instructed. We waited until 6:30 AM—no one showed up, and we never received any communication, apology, or explanation. No one from the agency, including Paola Morales, reached out to us at any point. Instead, we were offered a new date without any regard for our schedule or availability. We asked for an immediate full refund and are still waiting. This was an expensive tour, and we no longer trust this company at all. Poor service, zero accountability, and absolutely unprofessional. Avoid at all costs.

Don’t buy from Viator! We booked tickets for the Forbidden City (The Palace Museum) through Viator. We received a confirmation email and even got a notification the night before saying the tickets were ready. On the day of our visit, we went through all the lines and security checks. But when we got to the ticket check, the staff said our names weren’t in the system. We had to borrow a phone from a security guard to call the Viator contact. Someone picked up and casually said, “Oh yeah, the ticket system was acting weird yesterday,” then told us to go outside and buy tickets ourselves—and hung up. It was incredibly rude. If we had known that foreigners could buy same-day tickets at the booth, we wouldn’t have booked through Viator at all. It was a horrible experience. Also, the reviews on their website seem fake—you can’t even leave a review there yourself. It feels like they’re intentionally filtering out honest feedback.

This company doesn’t realize that the tour companies they serve don’t get return customers, but they do! I’ve been using them for years and never had a problem till now. Following is the email I sent to them appealing their refusal to refund our excursion. I’m requesting that you appeal this decision. As promised when I talked to your representative, I’m submitting documentation: The tour company we were to work with was completely unresponsive to our requests regarding what options we had this morning, leaving us completely in the dark. You can see that they were previously responsive to all of our requests. You can also find attached a photo of the incredible wildfire situation not just at Whistler but the entire British Columbia province. Finally, I submit the warning from Canadian authorities regarding the smoke today. Obviously the tour company we’re working with is disregarding the dangers of running a tour today and is running those tours despite the conditions we find ourselves in today.

David, our exceptional tour guide, made the experience unforgettable. I delighted in every element of this extraordinary 9-hour tour along the French Riviera. We had a captivating conversation about France's beauty and the intricacies of its past and present. We uncovered the treasures of Antibes, and beyond. The tour's highlight was visiting the royal palace and exploring France's rich history. I thoroughly appreciated every facet of this exciting tour especially coupled with another amazing couple from the states made it more enjoyable. We explored the charms of the town of Antibes, Cannes, Monaco and much more. My favorite part of the tour was visiting the king's palace and learning about the remarkable history of France. Merci ‘ David :)