Welcoming tour Madrid

DON'T pay the pick up fee in advance

I booked directly through their website and paid the 20 Euros to get picked up from the hotel. The day of my tour maybe a couple of hours before the scheduled time, I get a text from the tour guide saying that it won't be possible to pick me up and that I have to find my way there. So on top of the 20 Euros that I had paid in advance, I had to pay for an Uber to take me there and not loose all the money I had paid for the tour. The tour guide was very nice and friendly and knowledgeable, but the problem is the terrible customer service. I started sending emails in the morning of the day of my tour (Monday) to request a refund for the pick up service that I didn't get. I got no replies to my emails, then I contacted them via WhatsApp and Messenger. Someone finally answered the WhatsApp text on Monday night ( the day of my tour), after reviewing the case they agreed to refund the payment and that I would receive confirmation once it was completed. I waited on Tuesday and since I didn't get any updates I wrote again on Wednesday, but they have been ignoring my messages for 2 days now. I have screenshot of the conversation, still giving them the chance to make it right. I hope I get my refund.

Response from the operator: Thank you for your feedback, and for the kind words about your guide — we're glad the tour itself was a good experience. We'd like to explain the pick-up. Our pick-up service is offered for hotels and apartments in the centre of Madrid, as stated on our booking page. Your accommodation was approximately 25 km away, near the airport, which is well outside that area — the round trip would have meant cancelling or seriously delaying the tour for the other passengers. Rather than cancel your booking, our driver arranged to meet you at Plaza de Torros, around 8 km from the centre and also outside our usual pick-up zone, so that you could still join the tour. The pick-up fee has been applied to that journey. Where we did fall short was in our communication. You should have received a clear answer far sooner than you did, and the delay between our messages was our fault. We're sorry for that. We've also updated our booking page to make clear exactly which areas of Madrid are covered by the city-centre pick-up, to avoid requests for pick-ups from the outskirts of the city.

via Tripadvisor

Wonderful experience and...

Wonderful experience and the tour guide Jorge did an amazing job. Worth every dollar, I would recommend to all my friends and family

via Viator

Welcome to Madrid

Miguel was extremely knowledgeable about the history of Madrid. He imparted his love of Madrid through his stories. Wonderful tour guide. I highly recommend him.

via Viator

This is Uber fun and a truly excellent way to see a lot of things in Madrid safely and fast. Mario was excellent

Mario is Super Matio. Great knowledge charming courtesies. We wanted to tip him even but non ATM’s nearby. We felt safe at all times and learnt so much

via Tripadvisor

Great 2 hr crash course on the history of Madrid!

Miguel was our tour guide and we had a great time! It was a hot day so it was nice to not be walking and have a breeze while seeing the highlights of Madrid. We did the tour early in our trip and it helped us decide what we did want to go back to and what we were fine just getting a quick glimpse of. With your own guide it is nice to be able to ask questions whenever you want and ask to stop for pictures when you want to!

via Tripadvisor