smarTours

smarTours Reviews

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About smarTours

With smarTours, you can visit the world’s must-see destinations and stay safe while you travel. The company offers a collection of over 50 affordable trips to locations in the U.S. and around the globe. When purchasing a tour package, you can decide between "all in" pricing (with airfare from a U.S. airport) or booking your own flights. smarTours takes the stress out of planning so you can focus on enjoying your travel experience.

smarTours Reviews

Stars Rating

  • 33%
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  • 67%

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    How do I know I can trust these reviews about smarTours?
    • 4,476,427 reviews on ConsumerAffairs are verified.
    • We require contact information to ensure our reviewers are real.
    • We use intelligent software that helps us maintain the integrity of reviews.
    • Our moderators read all reviews to verify quality and helpfulness.
    Page 1 Reviews 0 - 10
    Profile pic of the author.
    Staff

    Reviewed June 14, 2024

    I traveled with Smartours to Japan on a 12 day trip in May 2024. This was the tour guide’s first trip working for Smartours. She spoke unintelligible English. Smartours was notified by numerous members of the tour group of the problem. Nothing was done to help us during the tour. We were left, with no explanations that could be understood of the sites we saw and daily frustration in trying to figure out where we were supposed to be and when. Upon our return, smarTours did not acknowledge any responsibility for their error and offered a minimal discount on a future tour. The other people on the trip told me they would never use Smartours again, nor will I. Be aware that they do not stand by their promises nor provide service to their customers.

    smarTours
    smarTours
    Pinned

    We deeply regret that your recent trip to Japan did not meet your expectations. Hiroko, our guide, has been leading English-speaking groups for over 8 years, but we understand that their performance during your tour was not satisfactory. We addressed the issue immediately with our Japan team and Hiroko was briefed on the feedback and given guidance and support. Additionally, we offered travelers $300 in future tour credit. We apologize for the inconvenience and hope to regain your trust.

    Resolution In Progress
    Staff

    Reviewed May 24, 2024

    We had an amazing tour through South Africa, Swaziland, Zimbabwe and Botswana with Smartours. Our tour guide was awesome, his name was Andrew **. He took excellent care of us. The tour was reasonably priced and filled with many attractions that we wouldn't have thought of on our own. I'd definitely recommend smarTours. We will be using them again for other international tours in the future!

    smarTours
    smarTours
    Pinned

    Wow! Thank you Julia! We are delighted to hear this. Thank you for traveling with us.

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      Reviewed May 11, 2024

      BOOKED A TRIP TO Japan and it is next week. smarTours will not even let us get a ride to our first hotel from the airport because we booked our own flights. We have traveled around the world with this tour company. You'd think that they would at least let us ride to the hotel with the rest of the group while in a foreign country. So sad that this company has gotten so petty!

      smarTours
      smarTours
      Pinned

      We are sorry to hear about your recent experience!Our transportation policy aligns with our group flight schedules.The transports are specifically sized to accommodate the number of travelers on group flights for everyone who books through us.We are currently transitioning our flight program and phasing out group flights.This change helps us enhance flexibility and service but has led to logistical challenges, such as the one you encountered.Your feedback is invaluable as we strive to improve.

      Dorothy increased rating by 4 stars.
      Customer ServiceStaff
      After a positive interaction with smarTours, Dorothy increased their star rating on Dec. 13, 2023.

      Updated review: Dec. 13, 2023

      The company refunded me.

      Original Review: Dec. 9, 2023

      We paid for a trip in February 2023 to Israel scheduled for Nov 2023. The war broke out and the trip was cancelled in October. I was told that the refund will be sent on mail and nothing has happened up to today. Customer service keeps telling us that the accounts team are working to refund but this is more than 3 months waiting for refund. How long should I still wait? Is that how you treat customers? I paid the money and now I have to chase the company to get my money back. The customer service team is not helpful every time I call to ask for my refund. I am not told the accounting team is working on it. Why should I be waiting for this long to get my hard earned money back? Anyone else who is having the same experience with this company?

      smarTours
      smarTours
      Pinned

      Hi Dorothy! We're happy to hear that our team was able to get this resolved for you and provide receipt of the refund. Thank you!

      Customer Service

      Reviewed Nov. 2, 2023

      Looking for other travelers who have recently canceled tours to the Middle East or the Mediterranean with smarTours. We are two such travelers who feel that Smartours is not only choosing to continue going into what is suddenly a dangerous region -- despite serious US State Department warnings but is also apparently NOT INTERESTED in any alternative to this trip and/or a settlement which would keep people safe and also show some good will on their part. The fear and likelihood of being taken hostage, tortured, and/or killed is very real and their disregard of this to keep with their “standard practice” is mind boggling. The current hostilities in Israel and Gaza are not business as usual. Simply removing a port of call is not an appropriate solution for those who no longer wish to go into an area where terror has seriously escalated. Please email me at ** or phone **.

      smarTours
      smarTours
      Pinned

      Trips to the Middle East and Mediterranean, excluding Israel, have continued to operate safely and have not been delayed or cancelled with many passengers currently on the ground and having a wonderful experience. We are unfortunately unable to offer cash refunds or credits to customers who cancel within a short window just before scheduled departures as all airlines, accommodations and vendors have been paid in full already for these trips under contracts where refunds are not possible.

      Customer Service

      Reviewed Oct. 12, 2023

      I had booked their three continent cruise which is scheduled to be in on 10/27/2023 which was traveling to Egypt and Israel.. I have not received any emails regarding updated information on trip despite sending them several emails. I called them today and was told that the trip was “STILL ON” and that if I cancel I would lose all of my money which totals $5100. I asked if I could reschedule they said no. Given the circumstances couldn’t they make an exception he said no. My opinion is that they would rather put you in harm's way then give out any monetary refund. This is my first and last encounter with this company! Avoid!

      smarTours
      smarTours
      Pinned

      Hi Michelle-We have sent multiple updates in the week since the war broke out via email in regards to the ship's new route which will not include Israel. As it stands, all trips other than our Israel tour are operating as normal. We have travelers and partners in Egypt now who have not experienced any disruptions. Therefore, standard terms and conditions would apply were you to cancel this close to departure.

      Customer ServicePricePunctuality & Speed

      Reviewed Aug. 30, 2023

      Terrible customer service! After coming back from a tour in Portugal, I realized that flying with SmarTours was a mistake. Including my flight from southern California to Newark my flight was more expensive and with layover took 17 hours each way. Having also booked a future trip to Costa Rica with them, I realized that I could fly direct and save 6 hours each way and $1200. When I explained to SmarTours that I wanted to cancel the flight, they told me it was too late (the tour isn't till November and it is still August).

      Then I was told that I could cancel it but it would cost $100 per person. Then I was told that I would have to take the refund as a credit for my next trip. The final blow was that they are only refunding as a credit 50% back. I agree with other reviews:SmarTours business policies are questionable. At this point I would recommend to stay away from them.

      smarTours
      smarTours
      Pinned

      We apologize for any inconvenience you may have experienced. We understand that you are disappointed with the cancellation policy regarding your flight with smarTours. Please note that once airfare is finalized, we are required to pay our vendors, and unfortunately, we do not receive a refund if the tickets are canceled. The cancellation timelines are in place to align with our payment obligations to the airline and are non refundable after final payment is made.

      Profile pic of the author.
      Staff

      Reviewed May 27, 2023

      In March 2023 we took a SmarTours package to Morocco. I was a little afraid to travel there, but my husband was super excited to go. Now I look back at my fear as naivety, because I absolutely fell in love with Morocco and its people. Our guide was named Madani and he shared so much about the lives of his people and their rich history. We traveled in comfort and stayed in amazing hotels in six different cities. We went on daily adventures that I never knew were possible. This was not what I call a "vacation", but rather "educational traveling". Every day I learned...every day I experienced this exciting country and culture...and best of all...every day I smiled. Our first adventure with SmarTours was to Peru. That adventure got us hooked on this company, because we realized how much of the world, we knew nothing of, but could learn about with SmarTours. Live for today...because tomorrow is not promised

      smarTours
      smarTours
      Pinned

      Thank you Denise! It was a pleasure to have you travel with us to Morocco!

      Customer ServiceStaff

      Reviewed March 4, 2023

      The agent wasn’t interested in giving me more information about the tour. All he kept saying was Ok ok ok. Then he blocked me from talking to anyone else. Hung up on him. Called back 3x and got the same person. All he wanted was my credit card which I did give. I called back the next day and the other person said he’ll send me a receipt and I’m still waiting. Had I seen the reviews before I’d never use Smartours.

      smarTours
      smarTours
      Pinned

      Dear Vejai, we are so sorry that your experience with our customer service team was not in line with your expectations. We've sent you a private response to share some additional information and hope that we can resolve any outstanding questions. You will also receive additional information about the trip by email as your departure date approaches. Please reach out with any additional questions, and we do hope that you have a wonderful journey.

      Customer ServiceStaff

      Reviewed Dec. 6, 2022

      Unauthorized removal of over 3,000$ from my bank account and I cannot get an answer to get my money back. I made a payment of 1,000 and they took 3200.00. Unauthorized. I have called many times all without resolve. There is no one to speak to. Only a customer service person. This is absolutely awful and I will never ever book another trip.

      smarTours
      smarTours
      Pinned

      Dear Lisa, We apologize for this mix-up and the delay in getting your refund. After investigation, we found this refund was held up in our accounting department, but we are looking to get this situation rectified right away. Thank you for your patience. We are so sorry this has taken so long, and hope that your travel experience with us next year will still be a wonderful one, despite this rocky start.

      Best wishes,

      The smarTours Team

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      smarTours author review by ConsumerAffairs Research Team

      The smarTours company has been in business since 1996, offering low-cost group vacation tours to exotic worldwide locales. To date, more than 150,000 satisfied travelers have used smarTours to book their holiday.

      • Expert guides: Local, English-speaking guides enhance the tourist experience by providing local knowledge of destination sites to smarTours guests in the language guests are most comfortable with. This allows travelers to enjoy traveling without the frustrations of a language barrier.

      • Deluxe accommodations: smarTours offer group booking options, which make it possible to enjoy bigger savings at both deluxe and first-class hotels.

      • Roommate services: Since traveling alone often comes with increased costs with many prices based on double occupancy, smarTours offers 'Find a Roommate' services to help keep travel costs low.

      • Airfare is included: Rather than incur additional expenses, international airfare is included with discounted packages through smarTours.

      • Industry certification: The smarTours company is a member of United States Tour Operators Association (USTOA), which allows travelers peace of mind since certified operators carry at least $1 million of professional liability insurance to cover issues and problems that may arise.

      The ConsumerAffairs Research Team believes everyone deserves to make smart decisions. We aim to provide readers with the most up-to-date information available about today's consumer products and services.

      smarTours Company Information

      Company Name:
      smarTours
      Company Type:
      Private
      Year Founded:
      1995
      Address:
      500 7th Ave, 8th Floor
      City:
      New York
      State/Province:
      NY
      Postal Code:
      10018
      Country:
      United States
      Website:
      www.smartours.com