Eleanor vs. Viator:
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The Decision

Choosing between Eleanor by Eleanor and Viator by Viator Inc. hinges on the specific needs of your hotel. Both aim to enhance your guests' experience—Eleanor by streamlining operational tasks and guest engagement, and Viator by broadening activity booking options for travelers. But their core functionalities and market presence differ significantly. With Eleanor having a robust review base, it offers more reliable insights into its performance. Which product aligns best with your hotel’s operational priorities?

Quick Verdict

Eleanor is the clear leader here, boasting over 167 recent reviews and a high overall rating of 4.98/5, compared to Viator’s zero reviews. Its focus on concierge and resort operations makes it a strong fit for hotels seeking integrated management tools. Viator, primarily a destination activity booking platform, isn’t directly comparable in terms of hotel-centric features or recent hotel reviews, making Eleanor the better choice for most hoteliers.

Is Eleanor or Viator Better for Hotels?

Eleanor is designed specifically for hotels and resorts, offering features like reservations, request management, and branded confirmations, all tailored to streamline guest services. Viator, on the other hand, operates as an online activity marketplace, with no hotel-specific management capabilities or recent hotel reviews to validate its performance. Eleanor’s recent user feedback emphasizes its ease of use and support, making it a trusted option in the hotel industry.

Where Eleanor focuses on operational efficiency and guest personalization, Viator’s strength lies in providing a vast catalog of travel experiences for travelers to book independently. If your hotel wants an integrated management system that reduces staff workload and boosts guest satisfaction, Eleanor is the better choice. Does your property need a comprehensive concierge system, or are you looking primarily to offer guests activity bookings outside the hotel?

Eleanor vs Viator: Which Should Your Hotel Choose?

If your hotel operates in a resort or luxury segment seeking an all-in-one management platform, Eleanor is the clear winner. It’s favored by resorts, with 64% of Eleanor users in this segment, and has a strong review base showing a 4.98/5 rating from 135 reviews in the last six months. Eleanor’s features like reservations, request management, and branded confirmations are tailored for hotel operations.

Conversely, if your focus is on offering guests access to a wide variety of external activities and excursions, or if your hotel is a travel agency, Viator could complement your offerings. However, since Viator lacks recent hotel reviews and doesn’t provide integrated hotel management features, it’s less suitable for direct hotel operations. For most hoteliers, Eleanor’s comprehensive system provides greater immediate value.

Is Eleanor or Viator Easier to Use?

Eleanor has a high ease-of-use rating of 4.84/5 based on extensive recent reviews, with users praising its intuitive interface, quick setup, and staff training. Reviewers emphasize how the system simplifies booking and guest communication, with many noting its mobile accessibility and user-friendly design.

Viator, as an activity booking platform, is generally straightforward for travelers but does not cater specifically to hotel staff or internal operations. Since Viator’s platform is designed for consumer use rather than hotel staff onboarding, it lacks the hotel-centric user experience that Eleanor offers.

Edge: Eleanor.

Which Has Better Features: Eleanor or Viator?

Eleanor offers three unique features not found in Viator: Reservations, Request Management, and Hotel-branded confirmations and recommendations. These features directly support hotel operations by centralizing bookings and guest communication, facilitating upselling, and enhancing brand consistency.

Viator provides a broad catalog of over 2,000 destinations and activities, but does not include hotel-specific features like reservations or request management. While its platform excels at presenting external activities to travelers, it doesn’t serve as an operational tool for hotel staff.

Edge: Eleanor.

Which Has Better Customer Support: Eleanor or Viator?

Eleanor’s support is rated 4.86/5, with recent reviews highlighting its responsiveness, dedicated onboarding, and ongoing assistance. Users describe Eleanor’s support team as attentive, often praising the quick resolution of issues and proactive communication.

Viator’s customer support ratings are not publicly available, and reviews are absent altogether. Given Eleanor’s strong support reputation backed by recent feedback, it provides a more dependable resource for hotel teams needing assistance.

Edge: Eleanor.

Which Has More Integrations: Eleanor or Viator?

Eleanor integrates with four verified partners, including Oracle Hospitality, Maestro PMS, and Yanolja Cloud Solution, which are essential for hotel management. In comparison, Viator integrates with only two verified partners, mainly focused on activity providers and travel operators.

Eleanor’s extensive integration network allows for smoother operations across property management, point of sale, and guest communication systems, making it more adaptable to complex hotel environments.

Edge: Eleanor.

Which Do Hoteliers Rate Higher: Eleanor or Viator?

Eleanor garners high praise from hoteliers, with a 4.98/5 rating from 135 recent reviews, predominantly from resorts and luxury hotels. Reviewers commend its ease of use, support, and value, indicating strong satisfaction among hotel professionals.

Viator, lacking recent hotel reviews, cannot be rated by hoteliers for their experience. Its user base primarily comprises travelers and activity operators rather than hotel staff, making Eleanor the superior-rated product for hotel decision-makers.

Edge: Eleanor.

How Much Do Eleanor and Viator Cost?

Eleanor’s pricing starts at $700 per month, with no free tier or trial, but it includes comprehensive onboarding and support. Viator’s pricing is not publicly available, as it operates primarily on a commission or custom pricing model for activity providers and travel agencies.

For hotels considering operational tools, Eleanor’s transparent pricing offers clarity, while Viator’s costs depend on specific arrangements with the platform, making direct comparison difficult. However, Eleanor’s fixed monthly fee provides predictable budgeting.

What Type of Hotel Should Use Eleanor?

• Hotels that want to streamline guest check-ins, reservations, and request management.
• Resorts aiming for centralized operation across multiple departments.
• Luxury and boutique hotels seeking personalized guest experiences.
• Hotels with an emphasis on upselling activities and services.
• Teams that value robust support and high integration capabilities.

Not ideal if:

• Your property is a small bed-and-breakfast or hostel with minimal operational complexity.
• You're primarily seeking to list activities externally without internal management needs.

What Type of Hotel Should Use Viator?

• Travel agencies and tour operators wanting to access a broad activity catalog.
• Hotels that partner with external activity providers but lack internal management tools.
• Properties that host in-house experiences but need external activity booking options.
• Hotels targeting tourists seeking off-site excursions in destination markets.

Not ideal if:

• Your hotel requires integrated management of reservations, requests, and guest communication.
• You need a platform with recent hotel-centric reviews and dedicated hotel support.

The Bottom Line for Hotels

Eleanor stands out as a comprehensive management system tailored to the hospitality industry, especially resorts and luxury hotels. Its suite of features and recent high ratings make it a dependable choice for streamlining operations and elevating guest experiences.

Choose Eleanor if your goal is to optimize operational workflows, enhance personalization, and benefit from strong support and integrations. Its recent review volume and high satisfaction score make it the safer, more proven option.

Viator, while excellent for external activity bookings and broad travel experiences, does not replace a hotel management system. It’s best as a supplementary offering for hotels that want to expand their activity options but not for core operational needs.

In conclusion, for most hotels seeking a reliable, hotel-focused concierge solution, Eleanor is the recommended choice. Its recent reviews, high ratings, and feature set position it as a trusted partner in elevating your property’s service standards.