07 Nov 2023
My husband and I planned our trip to Granada for months and were very excited for our crowning goal- a visit to the Alhambra. We booked our tour with VisitaGranada months in advance in order to ensure the best experience. Two days before our tour (9/30) a guide from VisitaGranada contacted us asking if we could move our tour from 12pm to 2pm. After confirming it was still for 9/30, we said yes as we love to be flexible and work with companies rather than against. When we arrived at the Alhambra on 9/30, we were told that our new ticket was actually for the day prior (9/29) and we could not enter, let alone be on our tour. We called VisitaGranada, explained the situation, and were repeatedly dismissed and hung up on. After sending proof of the conversation and the mistake on the companies end, we were told it was still our fault for not double checking the fine print on the ticket time. We were not contacted on 9/29 to ask where we were for the tour, we were not reimbursed even though it was the company's fault for accidentally rescheduling us on the wrong day (when we were doing the company a favor), and we were not offered another tour. We were deeply saddened as we were very excited to see the Alhambra and was a main goal of traveling to Spain. The customer service employee we spoke with was very rude and dismissive, even while we were polite and communicative. This is a very poorly run service. Book at your own risk.