We booked a full Alhambra tour including the palaces. Three days before the visit, we were informed that the tickets were not available due to an error on the provider’s side. After being placed on a waiting list, we only received an offer for a reduced alternative (night tour) two days later, which does not match the original booking and is of lower value. Despite this, no refund of the price difference between the original and the reduced tour was provided. Additionally, a previous booking (€110), which was based on unclear presentation, has not been refunded despite being addressed immediately. Communication was difficult, and promised callbacks did not take place. The Alhambra itself is absolutely stunning and well worth visiting. However, the organization through the tour provider was very disappointing.
Hello, We are sorry to read your feedback and understand your disappointment. In this case, the original tour could not be confirmed due to an availability issue, so we offered you an alternative as soon as possible. We understand that a night tour does not offer the same experience as the original booking, especially if you were hoping to visit the Alhambra, including the palaces. We also regret your perception of the price difference and the previous booking you mentioned, as well as the difficulty in communication and the fact that the follow-up did not meet your expectations. This is not the experience we strive to provide, and we take this type of feedback very seriously, as it helps us to continue improving both our management processes and our customer service. Sincerely, Your My Top Tour Team
