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Customer Care

1. Do you have a question related to this travel service?

Back to the FAQ list

Here are some questions and answers to help you out quickly.

What are the cancellation rules for these bookings?

This information can be found in either the Terms and Conditions field on the tour & activity information page, or at the bottom of most Viator pages, under the link Terms and Conditions. Simply click on the link Terms and Conditions and read through the information to find the points you need. If you have a confirmed booking, this information is also located at the bottom of your Viator voucher.

Can I book over the telephone?

Viator is a complete online booking service and we offer 24 hour, 7 days a week customer service via email to support your booking questions. Our goal is to respond to each query we receive within 12 to 24 hours. Occasionally it may take up to 36 hours to reply. To make a booking over the phone, our call center is open 7 days a week: Mon - Fri, 2:00am-9:00pm, Pacific Standard Time (PST). That's 5am -midnight in New York, 10am-5am in London, 7pm-2pm in Sydney. Sat & Sun our call center is open from 7:00am to 4pm (PST). That's 10:00am - 7pm in New York, 3:00pm – midnight in London, midnight - 9am in Sydney. USA & Canada toll-free (888) 651-9785. International +1 (702) 648-5873. Please note that our call center hours are subject to change.

What hotels does this tour pick up from?

Hotel pick up points are either listed on the tour & activity information page, advised at confirmation time or you'll be advised (on your printable travel voucher) to call the travel provider's local telephone number 24 hours prior to confirm your hotel pick up details. Relevant travel service provider details are located on your Viator voucher under Important Information. It is suggested that you attach the tour & activity information page to the travel voucher so that you have all the information at your fingertips upon arriving at the destination.

What days does this tour operate?

The days of operation of every travel service can be found on each tour & activity information page under the Schedule Details section, or by viewing the price guide. Click on the View Price Guide link on the tour & activity information page to open a popup that shows the availability of the tour or attraction, in a calendar format.

Can you check availability for me?

Availability differs depending on the type of travel service booked. On each tour & activity information page, under the heading Additional Information the first line indicates whether a product will be instantly confirmed to you, and hence available, or if Viator has to check with its travel service provider to receive confirmation within 12-48 hours. Availability cannot be automatically checked prior to processing your reservation request.

Are there different times of departure for this tour?

The times of departure or operation are found on the tour & activity information pages under the Departure Times title. You can find the availability of the tour or attraction by clicking the View Price guide link. This will open a popup that displays the availability in a calendar format. Please note that departure times are subject to change and reconfirmation for any booked travel is required prior to departure.

I'm not staying in a hotel, what is the closest pick up point? Do you pick up from private residences?

Most tour operators do not pick up from private residences. You will need to provide the nearest major hotel to where you are staying, and enter these details as the pick up in your booking request. Alternatively you can make your way to the main departure point listed on the tour & activity information page under the Schedule Details section.

Can I get dropped off after my tour to my hotel or in the city?

This depends on the travel service provider and will need to be asked directly to them on the day of the tour. Most travel service providers can drop you to a major hotel or city location, depending on their schedule on the day. You will need to check directly with them at the destination, prior to or on the day of travel.

Where is the meeting point for my tour?

The meeting point for the beginning of every travel service can be found on the tour & activity information page, under the Schedule Details section. Extra information may also be contained under the heading Additional Info on this same page. If you need directions to this point, please contact the travel service provider 24-48 hours prior to your confirmed departure date on the numbers listed under the heading Important Information on your Viator voucher.

Do I need a Visa or passport or are there any special health requirements for this tour?

Viator does not offer advice or information on visas, passports or health requirements. It is the responsibility of all travellers, regardless of the passport they hold, to check with the appropriate consulates to determine if any visas are needed. As these requirements are subject to change without notice, it is recommended that foreign visa, passport and health requirements are investigated prior to travel.

I am travelling in a group - do you cater for groups and/or have a group discount program?

Viator accepts a maximum of 9 passengers per booking at one time. The travel services Viator offers are specialized for independent travelers and small groups and we cannot guarantee that travellers in a large group will be seated together. For groups of 18 or more please submit an inquiry on our Group Services page.

Does this operate on Christmas and Public Holidays?

You can check the availability of a tour by clicking on the View Price Guide link. This will open a popup that shows the availability for the tour or attraction. Select the month in which the public holiday falls to see if the tour is available on that day. Please note that public holidays vary throughout many destinations where we offer travel services. Some travel service providers may decide at short notice not to operate on certain public holidays. This will be advised at booking if applicable.

Can I book this when I get there?

Viator products can only be booked online. It is recommended you pre book your travel service to avoid disappointment as many of the Viator tours and products are popular, and can be sold out early. If you wish to wait and book at the destination, you will need to contact a local travel service provider once at that destination.

What languages are available for this tour?

The majority of the tours and services provided by Viator are available in English only. If another language is available, this will be mentioned in the tour / activity description and pricing information. In some cases, you may be able to select a language option (where available).

Are there any discounts for Military Personnel, AAA or other groups?

Unfortunately, Viator cannot offer any discounts other than those stated on the tour & activity information page under the Special Offer heading, or under the Tour and Pricing Options section. Further discounting for groups such as Military Personnel, AAA, NRMA etc. is unable to be offered at this time.

Can you send me a brochure?

Our tour & activity information pages are electronic and are only displayed on the web. You should find all the information you need about your desired travel product on these tour & activity information pages. If there are other details you would like to know that are not specified anywhere on these pages, please contact the Viator Customer Service team via email.

I would like a quote for a travel product

You can receive a quote for any Viator products online at any time that suits you. Simple follow the instructions to book, enter the dates you desire to travel, the number of people required, and you will receive a live quote for that product. If the quote is acceptable, please proceed online to book. All quotes given online are current and up to date.

How far in advance can I book?

Travel products available through Viator have Price Guide pop-ups in a calender format on the tour & activity information pages, which indicate how far in advance a travel product can be booked at that time. If the date you want is outside this range, please bookmark the tour & activity information page, as product updates occur every week. Some product is only updated once a year when new season prices are determined by each travel product provider. If you cannot find the information you require on the tour & activity information pages, please contact the Viator Customer Service Team via email.

I don't know what date I'm traveling yet, can I book a product and leave it open dated?

The majority of travel services provided by Viator must have a pre booked date designated in order for the travel supplier to cater for passengers. Exceptions to this are attraction passes, hop on/hop off buses and certain trolley tours.

Are there discounts for booking more than one tour?

Viator uses the services of over 1,000 travel providers worldwide and each booking is made separately with each travel provider. Therefore, Viator cannot offer discounts for multiple bookings.

Can you tell me what hotels are close to the departure point?

If you require information about services outside of what is provided for by Viator (such as hotel accommodation near the departure point for a tour), we advise that you contact your local licensed travel agent, or the local tourist bureau for that destination. Tourist bureaus more often than not have a website and this can be found by entering keywords into your computer browser and searching.

I'd like a customized tour for myself and/or my group

Viator offers a wide range of individual tours, events and attractions, however cannot arrange customized tours. If you require something a little different to what's available online in our product range, please see your local licensed travel agent, or contact the travel bureau in the destination you are going to for more information.

Does this tour pick up from the airport?

Most day tours and sightseeing tours do not offer airport pick ups. Most city airports are located well away from the city centre and tour operators cannot offer a pick up service from these areas. If a tour does offer airport pick ups, this information will be listed on the tour & activity information page under the heading Additional Info or Airport Transfers. If there is no information listed, the tour does not pick up from the airport. You will need to nominate a pick up hotel you can get to, or alternatively, you will need to make your way to the main departure point listed on the tour & activity information page under the Schedule Details section.

I have not received a reply to my emails

Some email internet providers can mark general booking emails such as those sent from Viator as "spam" - please check your spam folder for previous email replies. If you have your spam filter set on the highest ranking, only emails from senders in your address box will go into your inbox. Any other emails (such as replies from internet sites you have booked on) will go into a "spam" folder. These emails can sit in this folder for up to 7 days and then your email system will automatically delete them.

When do I receive confirmation of my booking?

The confirmation process depends upon the booking conditions. These are explained in the Additional Information field, located on the tour & activity information page. Most tours are confirmed at time of booking, however others will be advised to you within 12-48 hours. If confirmation or otherwise is not received within 48 hours, please contact Viator Customer Service for further assistance.

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