Reviews

This profile includes reviews for TourRadar's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  TourRadar

  2500 - 1 Dundas St W Toronto, ON M5G 1Z3

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  TourRadar

  184D - 2967 Dundas St W Toronto, ON M6P 1Z2

Review Details

• Review fromCharifa A

  Date: 13/06/2023

  1 star

  Charifa A

  Date: 13/06/2023

  Unacceptable Communication and Poor Service
  I am writing this review to share my profoundly disappointing and frustrating experience with ***** ******* ****** and TourRadar. Despite my anticipation for a smooth and enjoyable tour, my experience was marred by severely poor communication and subpar service.
  Despite my numerous attempts to seek information, I was consistently met with delayed and inaccurate responses. Vital details, such as hotel location and tour guide contact, were relayed just an hour before dinner - a time crunch that left me feeling overlooked and significantly undervalued.
  This lack of timely and accurate communication led to unplanned expenses. I was forced to use an ****, which cost me money, a result of the companies' poor coordination. Even more distressingly, incorrect hotel information provided on May 16th caused additional confusion and stress, spoiling a planned birthday celebration for my boyfriend.
  While I struggled with these setbacks, I must commend the efforts of tour guide leader Gustavo Gomes and our bus driver, who proved to be exceptional in their service.
  *** *********** * **** ** ******* **** ** ******** ******** ** ****** ********* ************ ********** **** *** ****** **** ** *** ********* ** ********* ******** ********** 
  My requests for a resolution were not satisfactorily addressed, forcing me to share my disappointing experience publicly, in hopes of warning potential customers about these lapses.
  Given the stressful experience and unnecessary financial expenses caused by their poor service, I request a full or at least a half refund, or any suitable reparations.
  In conclusion, the unprofessionalism and inadequate customer care I experienced have been deeply disappointing. This was far from the enjoyable travel experience any customer would anticipate. It's crucial to highlight that such a lack of communication and care should not be part of anyone's travel journey.
  Rating: 1/5 Stars

  TourRadar

  Date: 26/09/2023

  Hello *******,
  We are saddened to hear your adventure in Europe did not meet your expectations, and you felt that the feedback you are providing was not properly addressed by our team.
  The adventure you selected, operated by our trusted operator partner ***** ******* ******, does make every attempt to provide travelers with crucial information needed prior to the trip’s departure including the accommodations booked. The ***** ******* team was sure to note that accommodations were subject to change prior to the start of the trip and a final accommodation list would be provided 3-5 days before the start date. This was only made more crucial due to the procurement crisis that was happening in Europe at the time, making it more difficult for operators to secure hotel space. The operator also provides a disclaimer related to this explaining that while they make every effort to minimize such changes and their impact on travelers, occasional modifications may become necessary due to circumstances beyond their control.
  The information you were seeking, including the final documents showing the start time, starting hotel, and other important information, was sent to your email directly, rather than on the TourRadar platform. This is done to ensure travelers can download these documents and have full access to them while traveling. While it is unfortunate that you felt that this process lacked efficiency, it is the prerogative of an operator to provide this information as per their standard process.
  Additionally, all messages and complaints you provided were promptly addressed by the operator team in an effort to provide dedicated service and communication during the booking process.
  While we understand that your plans for a birthday celebration while traveling were forced to be altered, the ***** ******* team made every effort to assist in making this a special time and hoped that you were still able to enjoy your time celebrating with the group. It is important to note that an operator is responsible for ensuring all travelers in the group receive good service and do their best to provide a truly enjoyable time and hope that despite this feedback you were able to make some great memories.
  It is good to hear that your experience with the guide offered a positive experience and you felt that they made every effort to provide you with great service.
  As a booking platform, we have advocated on your behalf with ***** ******* who have advised they are unable to fulfill your request for a refund as they did provide the services as intended and the changes fall within their terms and conditions.
  We thank you for voicing your concerns,
  Best Regards
  The TourRadar Team

• Review fromPenelope R

  Date: 29/03/2023

  1 star

  Penelope R

  Date: 29/03/2023

  ** ******** * ***** *** ** *** **** **** ********* ** *********** ABSOLUTELY AWFUL EXPERIENCE.
  I paid over $3600 for this trip for 2 *** **** ********** ****** ** ****  The bottom line is we got put in a 2 STAR HOTEL (I have proof from *****************************) and clearly paid for 3 star hotels. It's literally written on the contract and itinerary provided by TourRadar. When I spent the next 4 days of my vacation asking for help, customer support, via text, phone call, email, and the website, and directly with **********, NOONE stepped in to help. In fact they ****** me for being in a lower level hotel because they had "sent the itinerary before we left for the trip". ** ** * *** ******** ** ** *** ***** **** **** ********* **** *** ********* **********  I simply said, ok, for the next island, can you put us in a 4 star hotel for 2 nights to make up for the 2 star hotel for 2 nights? Simple fix. Absolutlely not was their response. I would have to pay for the upgrade. Got the complete run around and kept all of the ******** texts, proof, to share with my credit card company ******* **** ** ****** ******
  Buyer beware, just because it's literally in the contract, doesn't mean they will hold up to their end of what you paid for. I had no recourse whatsoever, noone wanted to help. I went so far as to reach out to the CEO via ******** to inform him about what is going on with customer service within his company. I didn't hear back from him but they offered me $120. ********** * **** ** **** ** ** **** ****** ********* **** ****** * ****** ***** *** **** ***** *********** ******** **** **** ** ** ***** ** ******** * ****** ** **** ******* ********  Happy travels!!!

  TourRadar

  Date: 30/06/2023

  Hello ****** 
  
  
  
  Thank you for taking the time to leave this review and we regret that our response was delayed. 
  
  
  
  It is our understanding that since this review was posted, the TourRadar Customer Relations team has communicated with your and was able to reach a compensation offer you have since accepted. 
  
  
  
  We have taken steps to ensure the operator has updated the information on our platform so further issues like this do not occur in the future. We wish you the best in your future travels. 

  
  

  Kind Regards, 

  
  

  TheTourRadar Team