We booked this tour for a day trip while on a cruise. Unfortunately do to weather, the stop was cancelled. I contacted the owner 23 hours prior to the scheduled excursion and asked for a refund. He agreed in writing and in a voice message to 50% refund. However, he changed his mind and only refunding 25% of our group's payment. It was very frustrating the the operator did not keep his word.
事業者からの返答
Dear Guest,
Thank you for sharing your feedback. However, we feel it is necessary to clarify several important facts, as your review does not accurately reflect the circumstances surrounding your booking.
First, **you did not contact us 23 hours before the scheduled excursion.** It was our team that proactively contacted you to reconfirm your pick-up time and arrangements. During that conversation, it became apparent that you were uncertain about which port your cruise ship would be docking at.
We would also like to clarify that **the weather conditions in Crete were perfectly suitable for operating the excursion.** Our tour was scheduled to operate as normal, and our driver and vehicle arrangements were in place. Any changes to your cruise ship's itinerary or port of call were entirely outside our control and did not constitute a cancellation by Heraklion Wine Tours.
**Regarding the refund, there is an important distinction that your review overlooks.** The final 25% refund was determined by the booking platform's cancellation and refund policy, not by Heraklion Wine Tours. We do not directly collect or hold customers' payments. All bookings and refunds are processed through the platform, and our company does not receive payment for completed bookings until approximately 30 days after the tour date.
While we understand your frustration regarding the difference between the initially discussed 50% refund and the final 25%, the amount ultimately refunded was governed by the platform's policy and payment procedures, rather than a decision by our company to withhold your money.
We take our reputation, professionalism, and commitments to our guests very seriously. We are always willing to assist travelers when unexpected circumstances arise, but it is equally important to distinguish between an operator cancelling a tour and a cruise ship changing its itinerary.
We regret that your cruise arrangements prevented you from joining us. However, **it is neither fair nor accurate to suggest that Heraklion Wine Tours deliberately withheld your refund or failed to operate the excursion.**
We remain committed to transparency, fairness, and providing authentic Cretan experiences to all our guests.
Kind regards,
C
Celestina_P
May 24, 2026 · via Viator
Enjoyable experience...
Enjoyable experience especially the olive oil tour it was very informative. Angela was a great driver who really appreciated the local atmosphere. The winery was a unique small family friendly place, owned by generations.
事業者からの返答
Thank you for sharing your experience! We're so glad to hear that you found the tour enjoyable, and it's wonderful that the olive oil tour stood out as especially informative—it really is a highlight for so many guests.
We'll be sure to pass along your kind words to Angela. Knowing that she helped you appreciate the local atmosphere will mean a lot to her. And we're thrilled that you enjoyed the winery as well; those small, family-run places with generations of history truly offer something special that you just can't find anywhere else.
We hope to welcome you back on another tour soon. Thanks again for taking the time to leave such thoughtful feedback!
M
Mark_R
April 5, 2026 · via Viator
An amazing Crete shore excursion.
This was an amazing tour. Our guide, Angela, was truly gifted and incredibly knowledgeable. Having lived in Heraklion her entire life, she offered a unique perspective on the region’s history and culture that we simply wouldn’t have experienced otherwise. The tour was perfectly balanced and never felt rushed. We had plenty of time to take in the sights, along with some personal time to explore at our own pace. The Heraklion area is incredible, and without a guide like Angela, we would have missed so much. Before the tour, communication with Angela via WhatsApp was excellent. She clearly coordinated all pickup and meeting details, making the start of the day completely stress-free. In addition to visiting the archaeological site, the stops at the Raki distillery, winery, and olive grove made for a truly unique and memorable experience. And a special thank you to Angela for the delicious Cretan lunch — absolutely fantastic. This wasn’t our first visit to Crete, but Angela made it truly unforgettable. In fact, we’re already planning to come back. Thank you, Angela, for such a wonderful experience!
事業者からの返答
There’s a quiet kind of satisfaction in reading this—because this is exactly how Crete should be experienced: not rushed, not staged, but lived through someone who actually belongs to it. Thank you for taking the time to describe it so clearly. Aggeliki (our “Angela” in international mode) has that rare ability to turn a simple itinerary into something that feels personal, almost like being shown around by a longtime friend rather than following a guide with a script.
You touched on something important—the balance. That’s the hard part. Anyone can fill a schedule, but giving space to breathe, to taste, to wander a little… that’s where the real experience happens. The raki, the wine, the olive grove, the table at lunch—these aren’t just stops, they’re pieces of a way of life that hasn’t changed much over the years, thankfully.
Next time you’re back—and it sounds like you will be—we’ll make sure to take it a step further. Though fair warning… in Crete, “unforgettable” has a bad habit of becoming the minimum standard.
E
Elena_V
May 9, 2025 · via Viator
This tour offered a...
This tour offered a fascinating glimpse into Crete's rich history and traditions, hitting several key highlights in a single day. The included visits to the magnificent Knossos Palace, a traditional olive orchard, and a local raki distillery provided a well-rounded experience of the island's cultural and agricultural heritage. The lunch provided was a definite highlight – plentiful and absolutely delicious, showcasing the fresh flavors of Crete.
The visit to Knossos Palace was undoubtedly the centerpiece, and while the tour doesn't automatically include one, I strongly recommend investing in a separate, licensed guide at the site. While it adds to the cost, the sheer historical significance and intricate details of the palace truly come alive with expert commentary. Without a knowledgeable guide, you risk wandering through the ruins without fully understanding their context and importance.
The stops at the olive orchard and raki distillery offered a more intimate look at local production. It was interesting to learn about the olive oil-making process and the traditional distillation of raki. These stops provided a nice contrast to the ancient history of Knossos and offered a taste of modern Cretan life.
However, the primary reason for the 4-star rating, rather than a perfect 5, lies with our tour guide. While she was undoubtedly a safe and careful driver, her role as a guide was virtually nonexistent. There was a complete lack of any commentary or information shared throughout the day, whether during the drives between locations or even brief introductions at each site. This significantly detracted from the overall experience. A good guide can weave together the different elements of a tour, providing context, insights, and engaging stories. Unfortunately, this crucial aspect was missing.
In conclusion, this Viator tour offers a worthwhile itinerary, showcasing important historical sites and local traditions, capped off by a fantastic lunch. However, be prepared to hire a separate guide at Knossos for a richer experience and don't expect any guiding from the tour operator's driver. With a more engaging guide, this tour could easily be a 5-star experience.
事業者からの返答
"Thank you for your thoughtful review! We’re thrilled you loved the itinerary and lunch. Your feedback about guiding is invaluable—we’re working to enhance this. Hope to welcome you back!"
D
David_D
September 25, 2024 · via Viator
touring Create
Knossos palace was ok standard self guided tour, that we set up for ourselves, the remainder of the tour was exceptionally Great, Anthony our driver was fantastic, he took us through Crete and explained the basics of the island, then took us to the Cretan Dragon Olive Farm A bio dynamic farm, we had olive, dragon fruit, and some preserves, which set us up for the Titankis winery tour, where our guide showed us their production facility and then took us for an exception wine tasting of there products and how to pair them with foods,, Anthony ten drove us to a wonderful restaurant "Traditional Cooking" where we were treated to a great meal
事業者からの返答
Thank you for your wonderful review! We're glad to hear that you had an exceptional experience on the tour, especially with Anthony as your guide. It’s great that you enjoyed learning about Crete, visiting the Cretan Dragon Olive Farm, and indulging in the wine tasting at Titankis winery. We're happy the day ended with a delicious meal at "Traditional Cooking."
We hope to welcome you back for more fantastic tours in the future!
L
Lisa_R
June 26, 2024 · via Viator
Great tour!
Our driver, Roula was absolutely lovely. She was so informative with the history of Crete. We loved learning about the Olive Farm and Olive oil process. Great family! The winery visit was also wonderful! Another great family! Both places fed us a little something and we were stuffed by lunchtime. But we did sample some of the amazing food too!
It was just the 2 of us on this tour and we had the perfect day despite the unseasonably hot weather. Highly recommend!
事業者からの返答
Thank you so much for your wonderful review! We're delighted to hear that you had such a memorable experience with Roula. Her knowledge of Crete's history and her warm personality truly make the tours special. It's fantastic that you enjoyed learning about the Olive Farm and the olive oil production process. The passion and dedication of the families involved always shine through, and we're glad that made a positive impression on you.
The winery visit is another highlight, and it's great to hear you enjoyed the hospitality and the delicious food there as well. We strive to make every part of the tour enjoyable and enriching, so it's rewarding to know that the tastings and the culinary treats were a hit. Despite the unseasonably hot weather, we're thrilled that you had a perfect day. Thank you for highly recommending our tour, and we hope to welcome you back for another great experience in the future!
J
John_F
May 16, 2024 · via Viator
Great Tour but hire a Pro Guide for Palace
Our driver was very friendly and informative. She took us straight to the palace where we had arrangolive fled to meet a professional guide - the ONLY way to see. What a scholar. Then on to a charming olive mill run by one family, and a small winery run by another. Both with enjoyable tastings. Finally lunch at lovely restaurant up in the hills. Just us and 2 other couples. Highly recommended.
事業者からの返答
Thank you so much for your wonderful review! We're delighted to hear that you had such a positive experience with our driver and the entire tour. It sounds like you had a fantastic time exploring the palace with your professional guide, and we're thrilled that you enjoyed the olive mill and winery visits.
Your kind words about the tastings and the lunch at the hilltop restaurant mean a lot to us. We always strive to create memorable and enjoyable experiences for our guests, and it's great to know that we hit the mark for you. We hope to welcome you back on another adventure soon!
