I urge everyone to STAY CLEAR OF ISANGO - this company takes your money under misrepresentation of experiences. I DID NOT GET WHAT I PAID FOR. And once they take your money THEY DO NOT CARE AND CHANGE THE DETAILS ON THE WEBSITE suggesting you're lying. I purchased a Miami bus tour with Miami Seaquarium tickets which was clearly advertised on the website at the time of purchase as a 'combo'. I have screen grabs as proof. There were a variety of issues with what they sold me... 1 - On arriving at the bus stop, with my 18 month old baby, I was told the bus tickets I had been sent weren't valid for travel and I had to make my own way across the city, a 45 minute journey of my own expense in taxis, to pick the tickets up from the main bus office. 2 - At the time of purchase, Isango's website clearly stated that you got a second day free on the bus tour when you received your first ticket, which my paperwork confirmed, however staff of the bus company told me this was not true and Isango had given, and sold, me the wrong information. 3 - The Miami Seaquarium was listed as a stop on the bus tour on the paperwork, sent to me by Isango, and when I arrived at the bus stop I was told by the bus company that this information was incorrect. I then had to pay $50 in taxis to take a 20 minute ride to get to the aquarium. And of course return. The customer service is severely lacking any sort of empathy or service in general and even if you have proof through images, paperwork, email trails and receipts THEY DO NOT LISTEN. AVOID AT ALL COSTS!

Lui

United kingdom

My tours have not started but I am confronting horrible time with Isango. They have absolutely no clarity in taking bookings and no coordination with local operators I have to write a mail to them every day just to swap the dates of our booking(which we came to know after booking that tour dates are not available). No response from their call center and have to wait for 5-6 min over call Absolutely chaotic not sure what they do on our tour day

pinki02

singapore

I booked a trip with Isango and as per the instruction we 'confirmed' the booking 24 hours beforehand. I travelled with my grandchildren and we waited outside at the meeting point in the very cold weather for an hour. The bus did not arrive and when I contacted the company I was told there had been a mix up with our booking and had been scheduled for November not October!!! They offered a trip the following week but, as is the case with many travellers to Iceland, we were only there for a short period and would have returned to the UK by then. Also I had planned and prebooked trips before our holiday thus this significant trip was an important part of our trip. I had several tours with Reykjavik Excursions and can highly recommend them

Pollygilly

London UK

Bought a tour for hop on hop off bus in Madrid through this agency and regretted straight after. I was buying the tour for my sister and just before the trip she was not able to make it due to some health problems. when i was buying the tickets to this bus, I have clearly seen that you can return the ticket if you won't be able to use it and you can get a refund. So when I have tried to do a refund, they have taken time to reply and then, after wards when they date of the ticket passed, they said that they won't be able to refund it cause its past date already. When I have stated the fact that I have made a claim before the ticket day they said sorry we can't do anything about it. This is an absolute lie about their refund policy! in the times we live now, such companies should not exist with their poorest level of customer support and fake refund policies.!

GalinaC

Madrid

I booked a tour for two people to the Alhambra in Grenada, Spain. The tour description specifically says, "Explore the palace-fortress of the Nasrid Sultans, the rulers of the last Muslim kingdom in Spain, and see the distinct amalgamation of Spanish and Islamic architecture and design. Visit the three sections of the palace - the Mexuar, Serrallo and the Harem, which reflects diverse architectural styles." Come to find out in the small print below that the Nasrid palace, the only part really worth visiting, wasn't included. The three sections of the palace they promised on the itinerary you don't actually get to visit at all. The tour guide was horrible, the headsets were full of static any time you were more than a few meters away from the guide and any time she entered a doorway (every single building). When we asked to leave the tour and wander on our own they wouldn't let us. I was in tears by the end because not only was it horrible, I didn't get to see what I came for in the first place. Dealing with support was equally miserable. When I asked for my money back they said, "Our guides are truly professionals and they always made an excellent job, we don't receive any other complain from this guide. " So even though she was new and horrible, they didn't seem to care. They also didn't care that they promised the Nasrid palace but didn't offer it in the actual tour. Miserable experience.

LizL

Seattle, WA

I booked the Paris hop on hop off bus as well a the Rome colosseum and Rome hop on hope off bus with them. I tried to redeem my vouchers and was not able to use them. Was told at the colosseum that I was not able to enter for another three hours when my traveling group had just went through security and got in (and were waiting for me.) I called isango immediately and requested a refund for all services because if I can't even get into the colosseum, how am I to get on the bus? This was two weeks ago. I got an email saying the local operators said I redeemed my tickets. I NEVER saw my tickets. I NEVER stepped on the buses. And now they are asking for documentation but not specifying what documentation they need. Also, keep in mind this happened two weeks ago and have been communicating with them ever since. It is a little ridiculous.

X3AutumnX

Krakow, Poland

Booked the Northern Lights and Blue lagoon, we confirmed all the tours on thursday (two days before) via email stating the time, day and collection point which were all confirmed. The Northern lights was cancelled due to weather (fair enough). The following day we waited for half an hour outside our hotel freezing to find ourselves having to call Grayline to find out what was happening about our pick up for the Blue Lagoon. They told us it was our fault at first telling us we are booked onto the tour on the 22nd Feb not the 20th, which is a day after we leave. We informed them we had confirmation it was the 20th and then they then blamed Isango for the miscommunication that they had told them it was the 22nd. I then rang Isango who informed me they had confirmed the 20th feb with GRAYLINE but GRAYLINE had confirmed the 22nd on their database. We were told the Blue lagoon was fully booked for the 20th and 21st (when we leave) and there was nothing they could do apart from give us a full refund. They said we could go to the blue lagoon but would have to pay £80 for the bus transfer but the chances of us getting in would be slim. If you think you're doing the best thing PREBOOKING the blue lagoon with this company, youre wrong. We came on holiday for these main two attractions - blue lagoon and the northern lights and neither of these will be seen. Extremely frustrated with the service both of these companies have given us. Completely ruined our holiday.

joannk3

iceland

Book and confirmed and paid for a tour of the Louvre and Notre Dame before leaving the US Isango sent an email the night before the tour that they were unable to confirm and offered a tour 5-7 days later A week after charging my credit card they have still not refunded Have contested charge with Bank

ArtV

Los Angeles

I would give this company zero stars if i could. They made a mistake with their prices on their website yet expect the customer to pay for their gross mistake which was NOT rectified until SEVERAL DAYS AFTER which is a huge inconvenience as other things had already been booked in line with this. They ignore what you send them messages and will leave you with less than you started with. Their customer service is deplorable. Please pay more for a reputable company.

Frizzpup

Australia

We booked a river cruise, dinner and moulin rouge tickets through them, After receiving a confirmation e mail i received a phone call telling me that it was no longer available on the date i booked but could have the day before. I agreed and began making payment over the phone for the amended booking. They then proceeded to ask for all my card details (which i expect) but then they wanted my sort code and account number!!! when i queried this they told me it was part of their 3D security. I ended the call and phoned my bank to check. They informed me that under no circumstances should i ever be asked for all this information and advised me to stay away from the company.

HazelB16

Essex