Private Toledo and Segovia Tour from Madrid

I never post reviews even if I had a bad experience so please read this before booking with this company. I am trying to help future customers not go through what I did. I booked this bus tour expecting an enjoyable and memorable trip, for my 1st wedding anniversary and my parents 40th but it turned out to be one of the worst travel experiences I’ve ever had. From the beginning of the tour to the end- it was a disaster. Our tour guide was incredibly difficult to understand- as a tour guide on an English speaking tour- I feel that is very important. She had her mouth to the microphone and we could not hear her either. There were many tours that day with professionally dressed people and clearly marked signage. Our tour guide had an orange loofah attached to a selfie stick. Then it began to rain and she hid it with an umbrella making it impossible to find. We then lost her as my parents are 66 and 72 years old- I had downloaded the Amigo Tours app to locate the meeting point so we could catch the bus to the next city. The bus was not there and we arrived earlier than the planned meet up time. We stood there for an hour and a half and the bus never came. I had left my jacket on the bus anticipating we would be catching the next bus to Segovia. We missed the second part of the tour and had to purchase our own bus tickets via public transport to get back to Madrid as we were left stranded in Toledo ( an hour from Madrid) The next day, we called the company to request a refund, and that somehow managed to be even worse. The customer service representative was rude and dismissive, we asked to speak to her manager and she said, “she is not going to do anything for you either, you have to contact Viator. She refused to transfer us to her manager. We then told her that we were going to file a complaint with the police department as we are tourists and she said “feel free” with a sarcastic attitude. Never in my life have I experienced such rude and professional customer service. Since we were stranded in Toledo and my jacket was on the bus I emailed the company to try and get it back. They stated they had it, we submitted a complaint the next day, and then miraculously they no longer had it in their possession. As a witness to many other tours that were occurring that day – I would recommend anyone looking to tour towns in Spain to go with ANY other company. It was a waste of time and money. It was a miserable experience with poor communication and unprofessionalism.

Tour guides in both cities were professional & friendly. They accepted my remarks regarding historical events with a smile & good communication Only 1 point needs to be improved regarding good communication regarding accurate meeting point in Madrid prior to starting the tour

An absolutely brilliant day out, highly recommended. Guide Maria Jesus knowledgeable, friendly and attentive. Coach comfortable, air conditioned with an expert driver.

Excellent tour with very nice guides, Nacho and Javi (the one with the beard) gave very clear and interesting explanations of the places and showed us very nice places.

Excellent visit! Samuel a genius. He told us everything very clear and the places we visited were perfect! Also applause for nuria our very friendly driver!