The Tour Guy

Booked my trip nearly 6 Months ago. Once in a lifetime trip touring Italy visiting cities and sightseeing.

in Florence everything was good until this trip. We woke up at 5.30am and was at the meeting spot for 6.30am only to be told the local tour company (Ciao Florence) had no record of our trip.
We spent the next hour on the phone to Ciao Florence and The Tour Guide only to be told the same thing.

It took 7 hours to get through to the tour guy by phone and they still have not answered any emails.

Very disappointed in this company. I researched diligently for my trip to Rome and chose Tour Guy/Roman Guy because of their fully refundable policy. The policy I booked under allowed refunds on tours cancelled 72 hours or more before the tour starts.
I booked in January for a May trip. I cancelled in March. I received email correspondence from Tour Guy that I would receive a refund and to please be patient - and that my request had been sent to the accounting department for processing. Of course with everthing going on with Covid, this was understandable. However, after months of patiently waiting, I received an email stating TG had reversed the refund and only now only offering credit. The company is refusing to honor the original agreement and can NOT be trusted. For some of us, future travel may not be possible and a refund should be given ... even if it is delayed.
Do NOT trust or recommend this company!!

I ordered 2 tours from this company in January 2020. The tours were to take place in Italy in May of 2020. The stated cancellation policy of theirs AT THAT TIME was that they offer full refunds on tours cancelled 72 hours or more before the tour starts. COVID-19 made a cancellation and refund necessary. I asked for a refund and was given written communication that I WILL be refunded within 30 - 90 days. After 90 days went by with no refund or communication, I reached out to them for an update. This time they told me THEY CHANGED THEIR REFUND POLICY and I will NOT get a refund, but a voucher for a future tour to be used in Italy within 2 years! I CAN NOT travel to Italy in even 5 years. They literally committed the text book definition of fraud. They even fought the refund request with my credit card company! I want my refund because I can not travel to Italy and I did not get what I ordered but they are keeping my money that I NEED back as I have been furloughed from work and am struggling to pay basic bills for living needs. How can this company treat first time customers like this.

On March 10th, we booked a family tour/transfer in Rome, Italy. Before we paid $1,300+ for the tour, I specifically asked about their refund policy in case COVID-19 got worse and our trip was cancelled. I was clearly told we could cancel up to 48 hours in advance and receive a full refund. I had a discussion about this with the booking agent (Erin) and I knew we would cancel two weeks in advance at the latest due to our travel plans. We still had full intentions on taking the trip at this point.

On March 18th I informed Erin that our cruise was being cancelled and unfortunately we needed to process the refund.
On March 29th I received a refund request confirmation.
On May 1st I received confirmation from Kait that the refund request had been sent to accounting.
On May 18th I received a call from Brandon requesting that we accept a 150% credit, which I declined. He confirmed the refund would be processed.
On June 16th I received notice that I would NOT be receiving a refund and would be given a 125% credit within the next 3 years.

I viewed their website and their terms and conditions had changed to reflect NO REFUNDS.

I have called and emailed repeatedly with no response. I had to start a charge dispute with my credit card company in hopes to get this resolved.

I originally booked a Vatican Tour for July 31, 2020. On April 12, I e mailed a request to cancel this
tour due to the COVID epidemic in Europe. I received a reply stating they were offering a future tour
credit plus an additional % if I elected this. If not, let them know and a refund would be given between
30 and 90 days. I responded with another e mail stating I desired the refund. I also requested an
acknowledgement regarding this. I also followed up with a phone call and did not get any response.

The original booking was through The *** Guy, Booking #***. This is a division of The Tour Guy.
The refund due is $842.40