Dreadful rip off service. I booked 3 tickets for banksy London exhibition. I realised within 5 minutes I’ve used an incorrect date. I pressed the amend / cancel button on site and it came up that tick... もっと見る
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Trip cancelled at the last minute and due to it being in the last few days of our holiday we could not rebook. I’m so disappointed as was looking forward to it. I would warn everyone not to book any e... もっと見る
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TUI - shame on you!!! TUI guide lured / forced us to Dikmen Tekstil - Dickman Textile. She was saying that quality is much better compared to bazar and local shops, that those products are ou... もっと見る
企業が回答しました
Venerdì 30 maggio alle 14.00 siamo stati accompagnati a visitare la Reggia di Caserta dalla bravissima guida Francesca. Accoglienza , gentilezza, preparazione, semplicità, simpatia e disponibilità son... もっと見る
企業情報
当該企業による記述
Turn your holiday into an unforgettable adventure with TUI Musement, proudly part of the TUI Group, a leader in the travel industry. At TUI Musement we’re dedicated to helping travellers discover and book things to do – from museum and attraction visits to city tours, food and wine tastings and adventure activities – wherever they go, with the goal of enriching their every trip. Discover and book through our handy website and app, trusted customer service and local teams in selected destinations. Available in over a hundred countries, our products come in multiple languages and offer free cancellation and our Best Value Guarantee. Our products are also sourced from leading travel businesses or designed in-house by TUI teams. They include the TUI Collection, our flagship tours and activities that stand out for their exceptional quality, and National Geographic Day Tours, unique and immersive small group guided experiences. Whatever we do our focus is on quality and great service, so you can be sure you’re in good hands. We hope you’ve enjoyed one of our services and look forward to hearing your feedback. Thanks for taking the time to leave a review.
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イタリア
- tuimusement.com
2.5
期待以下
216件のレビュー
Trustpilot では、本物の人間によるコンテンツに重きを置いています。ただし、この企業は返信原稿の作成に役立つ AI 支援ツールにもアクセスすることができます。
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Poor conduct acknowledged
Poor conduct acknowledged, but dismissed with generic responses.
We booked an excursion through TUI Musement in Cape Verde, the experience was overshadowed from the outset.
My family and I were a few minutes late, which we fully accept. However, the coach was still there and the situation could have been handled professionally. Instead, the driver was aggressive and confrontational, creating an uncomfortable and intimidating atmosphere for paying customers, owing to this we could not attend the excursion.
TUI have acknowledged that the driver’s behaviour was wrong although blame this on "Significant Operational Pressure". Despite this, no meaningful action or resolution has followed.
What is most concerning is the pattern in responses. Rather than addressing conduct or customer safety, replies focus on whether the activity “took place as described” and therefore no refund is offered. This completely avoids the actual issue. The problem was not the description of the excursion, it was the behaviour of their representative and how customers were treated.
Generic apologies and redirection to customer service channels do not resolve this. The core issue has been recognised, yet continues to be ignored.
If you are travelling with easyJet and book an excursion it is through Tui Musement. Book with "Carlos Cruz Tours" used them twice and they are excellent!
A disappointing experience, made worse by the way it has been handled since.
2026年4月4日
自発的なレビュー
TUI Musement からの回答
Dear Craig,
We’re sorry to read about your disappointment and appreciate you taking the time to share your experience. Your feedback was carefully reviewed and thoroughly investigated with our local operational team and supplier.
Our review confirmed that the excursion was operating as planned at the time of pick‑up, with other guests already on board and further collections scheduled. Although we regret that the interaction at pick‑up did not meet your expectations, the service itself remained available for you to join. Additionally, we would like to note that this booking had already been rescheduled once free of charge as a gesture of goodwill following an earlier missed departure.
Taking all circumstances into account, including the flexibility already extended, we’re unable to offer a refund or compensation on this occasion, as previously communicated by our customer care team.
Thank you for sharing your feedback.
Best regards,
TUI Musement Team
Dreadful rip off service refused to amend a future ticket date
Dreadful rip off service. I booked 3 tickets for banksy London exhibition. I realised within 5 minutes I’ve used an incorrect date. I pressed the amend / cancel button on site and it came up that tickets aren’t cancel able or amenable. 5 minutes. I called cs, who firstly confirmed they wouldn’t amend the incorrect date to the one I should have used. Then stated reason as against T&C’s (?!?!), then veronica (cs agent) flatly refused to put me through to a supervisor and also incorrectly stated that the booking page stated tickets couldn’t be cancelled. I didn’t want to cancel only amend date. Dreadful service rude unhelpful and scam like
2026年5月3日
自発的なレビュー
TUI Musement からの回答
Dear Karl,
We are very sorry for the negative experience, our aim is to offer the best service to our customers.
The services offered on our website have different change and cancellation policies depending on the provider of the specific service. The related cancellation policy is shown on the product page. Unfortunately, in this case, as mentioned by our customer service team, the experience selected could not be changed or modified.
Once again, we apologize for any inconvenience that we may have caused.
Best regards,
TUI Musement Team
Türkiye Antalya Green Canyon boat cruise with Manavgat market visit
TUI - shame on you!!!
TUI guide lured / forced us to Dikmen Tekstil - Dickman Textile. She was saying that quality is much better compared to bazar and local shops, that those products are outlet quality and did not make a cut because of some issues with missing tags or XL tag being used in XS size. Looking at other reviews of Dikmen (look it up yourself) looks like this is some sort of a script that store shares with local guides to cheat tourists into buying same low quality knockoffs for twice as much compared to local stores at Side or Manavgat.
I'm also a big fun and believer of commission theory based on scrunchie coloring - it has to work that way looking at all the evidence.
For example, our guide took us at first to bazar and very conveniently started talking about magical granat oil after leaving bazar, which cost twice as much in this outlet - this has done a trick and ~half of ~30 person trip bought the oil there :D
Also, 2h was for Green Canyon, 50mins for launch and 3h in shops. We enjoyed bazar, it was interesting to see how it looks and operates, but this outlet is a clear tourists trap and the fact that I've paid TUI to bring me and my family there to waste our time is a shame and should be prohibited!
2026年4月30日
自発的なレビュー
TUI Musement からの回答
Dear GK ,
Thank you for sharing your feedback. We’re sorry to hear that the tour did not meet your expectations.
To review your case and better understand the issue, please don't hesitate to get in touch with us at https://www.tui.co.uk/destinations/contact-us/after-travel, stating your booking reference and the problems you have faced. Our team will be happy to assist you.
Kind regards,
TUI Musement team
Very poor experience.
Trip cancelled at the last minute and due to it being in the last few days of our holiday we could not rebook. I’m so disappointed as was looking forward to it. I would warn everyone not to book any excursions through Tui if this is how they treat their customers.
2026年5月1日
自発的なレビュー
TUI Musement からの回答
Dear Vicki,
We’re very sorry to hear about your experience, as our goal is always to provide the best possible service to our customers.
Please accept our apologies once again for the cancellation of the tour due to circumstances beyond our control. We fully understand your disappointment and regret that the alternative date offered was not suitable for you.
If you need any additional information or assistance, please don’t hesitate to contact us at https://helpcenter.tuimusement.com/hc/en-gb/requests/new
Once again, we apologize for the inconvenience caused.
Best regards,
TUI Musement Team
Compra rápida y sencilla.
2026年4月23日
自発的なレビュー
Na annulering nog steeds me geld niet…
Na annulering nog steeds me geld niet terug al wel goed gekeurd maar na 30 dagen nog geen geld kan geen telefoon nummer vinden
2026年4月1日
自発的なレビュー
TUI Musement からの回答
Beste Jeroen,
Bedankt voor je feedback.
Ons klantenserviceteam heeft het nagekeken en bevestigd dat de terugbetaling is uitgevoerd.
Mocht je verdere hulp nodig hebben, aarzel dan niet om contact met ons op te nemen via https://helpcenter.tuimusement.com/hc/en-gb/requests/new
Onze excuses voor het ongemak dat we je mogelijk hebben bezorgd.
Met vriendelijke groeten,
Team TUI Musement
Chaotic Cairo trip
We booked a Cairo day trip from Hurghada (including flights) via TUI/Musement, advertised with a duration of around 15 hours.
In reality, the excursion lasted approximately 20–21 hours (pickup at 03:30, return to the hotel around 00:30), which is a deviation of more than 30%. This goes far beyond what can reasonably be considered a “guideline”.
This was especially unacceptable as we were travelling with a 5-year-old child. With a realistic duration, we would not have booked this excursion.
There were also issues even before the excursion started: the voucher was not accessible for a long time, and I was unable to log into the booking system. I had to actively contact customer support to receive the documents, and to this day the login does not work properly.
The organisation itself was chaotic, particularly around transfers and the return journey. Communication was poor, and the return timing remained unclear for most of the day.
What was most disappointing was the handling of the complaint afterwards. Despite the significant deviation, any refund was refused and only a minimal voucher was offered.
The only positive aspect was the Egyptologist guide in Cairo (Ranja/Ronja), who was excellent, professional, and very attentive with our child.
Overall, this experience felt poorly managed, misleading in terms of expectations, and not acceptable for the price paid.
Update: The company responded but declined any compensation, stating the duration was only a “guideline”. In my view, extending a 15-hour tour to over 20 hours (+30%) is not a minor variation but a significant deviation.
2026年4月18日
自発的なレビュー
TUI Musement からの回答
Dear Tinf Motte ,
Thank you for getting in touch and for booking with TUI Musement.
We are truly sorry to hear that the tour lasted significantly longer than expected and understand how frustrating this must have been, particularly when travelling with a young child.
As previously explained by our Customer Care team, the 15-hour duration is provided as a guideline. Pick-up times and tour duration are approximate and may be adjusted due to operational requirements, especially for excursions involving domestic flights. While we recognise that the day was longer than anticipated, the extended duration falls within the range of possible operational deviations, and the excursion was delivered in full.
For this reason, we are unfortunately unable to offer compensation in this case.
If you need any additional information or support regarding this booking, please do not hesitate to contact us via our Help Centre: https://helpcenter.tuimusement.com/hc/en-gb/requests/new
Once again, we apologise for the inconvenience caused and thank you for taking the time to share your feedback.
Kind regards,
TUI Musement Customer Service Team
A fuir
A fuir
Des présentations mensongères des excursions...
Je déconseille fortement
2026年4月10日
自発的なレビュー
TUI Musement からの回答
Chère Sha,
Nous vous remercions de nous avoir fait part de vos commentaires. Nous sommes désolés que l’excursion n’ait pas pleinement répondu à vos attentes.
Comme l'a confirmé notre équipe locale, l'excursion s'est déroulée conformément à la description disponible au moment de la réservation. La navigation à travers les mangroves faisait partie d’une autre excursion proposée sur place, mais qui n’était pas incluse dans l’expérience que vous avez réservée.
Nous sommes désolés pour toute confusion engendrée et nous vous remercions d'avoir pris le temps de nous faire part de votre avis.
Cordialement,
L’équipe TUI Musement
DISGUSTING TOURIST OPERATION
Do not use any other Third Party to book tickets for Auschwitz and Birkenau.
I booked 4 tickets six months ago and a week before flying to Krakow TUI Musement cancelled them saying there were no English Guides. This was a lie.
In a panic at the last minute I was able to secure 4 tickets via the Auschwitz Museum's own website...but the tour was in French. We don't speak French but it was doable.
On the day there were many tours in English going on and there were many people who had tickets bought months ago cancelled last minute.
They simply earn interest on your money and cannot secure tickets for this event.
2026年4月12日
自発的なレビュー
TUI Musement からの回答
Dear Sharon,
We are very sorry to hear about your experience, as our goal is to provide the best service to our customers.
We would like to apologize once again for the cancellation of the tour. As mentioned by our customer service team, this was for reasons beyond our control, and we proceeded to inform you as soon as we were notified.
If you need any additional information or support, please don’t hesitate to get in touch at https://helpcenter.tuimusement.com/hc/en-gb/requests/new
Once again, we are sorry for any inconvenience that we might have caused.
Best regards,
TUI Musement Customer Care Team
Slecht
We hadden op Tenerife bij hotel Marylanza via TUI Amusement de dagtour NoordWest Tenerife en bezoek Masca geboekt. Dit met gids in een kleine groep voor ong 180 euro 2 personen. De excursiedag erna hebben we dus van het begin tot het eind noodweer gehad. We hebben alleen maar in de auto of in een restaurantje gezeten. Het was veels te gevaarlijk om überhaupt ergens op een helling te lopen ivm gladheid! Na de volgende dag een klacht te hebben ingediend zei de medewerkster dat ze bij het boeken vergeten was om naar het weer te kijken! Het is dus heel wisselvallig weer(achteraf )Dat ze het heel erg vond maar omdat we de vakantiereis niet bij Tui hebben geboekt de ketenpartners waar zij de reis bij afnemen het weer niet zo erg vonden en er geen weeralarm was afgegeven. Medewerkster heeft er echt alles aan gedaan, wel 2 mailtjes gestuurd:). Aangegeven dat ik het rechtstreeks bij Tui heb geboekt en zij dan verantwoordelijk zijn. Uit netheid zou een grote organisatie als Tui mij uit coulance een andere dagexcursie kunnen aanbieden of kunnen middelen !
Helaas voortaan maar gewoon rechtstreeks via internet boeken......:(
2026年4月10日
自発的なレビュー
TUI Musement からの回答
Beste Irma,
Het spijt ons dat je geen goede ervaring met onze service hebt gehad.
Aangezien je review niet is gekoppeld aan een boekingsnummer kunnen we je boeking niet vinden.
Om je zaak te kunnen beoordelen en je de nodige hulp te bieden, verzoeken we je contact met ons op te nemen via https://helpcenter.tuimusement.com/hc/de/requests/new , met vermelding van je boekingsnummer en details over de problemen die je hebt ondervonden.
Nogmaals onze excuses voor het ongemak dat we mogelijk hebben veroorzaakt.
Met vriendelijke groeten,
Team TUI Musement
Niet boeken via TUI!!
Niet boeken via TUI!!! De dag ervoor kregen we bericht dat onze tour in Auschwitz - Birkenau niet kon doorgaan! Een echte schande!!! Een domper van onze korte citytrip in Polen waardoor ons doel van onze reis (dit bezoek dus) niet bereikt werd!!!
2026年4月14日
自発的なレビュー
TUI Musement からの回答
Beste Mieke,
We vinden het heel vervelend om over je ervaring te horen, aangezien het ons doel is om onze klanten de beste service te bieden.
We willen ons nogmaals verontschuldigen voor de annulering van de tour, en het spijt ons oprecht dat de door de aanbieder van de activiteit voorgestelde alternatieve data niet geschikt waren.
Mocht je nog meer informatie of hulp nodig hebben, aarzel dan niet om contact op te nemen via https://helpcenter.tuimusement.com/hc/en-gb/requests/new
Nogmaals onze excuses voor het ongemak dat we je hebben bezorgd.
Met vriendelijke groeten,
Team TUI Musement
Oplichterij!
1 ster is zelfs al te hoog, onze tour de avond ervoor gewoon in de vuilnisbak gesmeten. We zouden normaal op de laatste dag van onze reis naar auschwitz gaan en de dag ervoor rond 16.30 uur kregen we het bericht dat er toch geen tickets meer beschikbaar waren.
2026年4月14日
自発的なレビュー
TUI Musement からの回答
Beste Femke
Het spijt ons dat je geen goede ervaring met onze service hebt gehad.
Aangezien je review niet is gekoppeld aan een boekingsnummer kunnen we je boeking niet vinden.
Om je zaak te kunnen beoordelen en je de nodige hulp te bieden, verzoeken we je contact met ons op te nemen via https://helpcenter.tuimusement.com/hc/de/requests/new , met vermelding van je boekingsnummer en details over de problemen die je hebt ondervonden.
Nogmaals onze excuses voor het ongemak dat we mogelijk hebben veroorzaakt.
Met vriendelijke groeten,
Team TUI Musement
Ik had een slechte ervaring met Tui…
Ik had een slechte ervaring met Tui Musement. Tour gecanceled de dag ervoor. Contact werd genegeerd.
2026年4月14日
自発的なレビュー
TUI Musement からの回答
Beste Shadow,
Het spijt ons dat je geen goede ervaring met onze service hebt gehad.
Aangezien je review niet is gekoppeld aan een boekingsnummer kunnen we je boeking niet vinden.
Om je zaak te kunnen beoordelen en je de nodige hulp te bieden, verzoeken we je contact met ons op te nemen via https://helpcenter.tuimusement.com/hc/de/requests/new , met vermelding van je boekingsnummer en details over de problemen die je hebt ondervonden.
Nogmaals onze excuses voor het ongemak dat we mogelijk hebben veroorzaakt.
Met vriendelijke groeten,
Team TUI Musement
Canceled tour to Auschwitz evening…
Canceled tour to Auschwitz evening before. Because short notice not possible to book other tour. Do not book here.
2026年4月14日
自発的なレビュー
TUI Musement からの回答
Dear Kristel
We're sorry to hear that you didn’t have a good experience with our service.
Unfortunately, as your review is not associated with a booking number, we are unable to trace your booking. To review your case and better understand the issue, please don't hesitate to get in touch with us at https://helpcenter.tuimusement.com/hc/de/requests/new, stating your booking reference and the problems you have faced. Our team will be happy to assist you.
Best Regards
TUI Musement Team
If I could give no stars in would
If I could give no stars in would, pick up time half 6 in the morning for a boat trip been stood there since 610 3 bloody hours with 3 kids and nothing and the only contact number they provide doesnt open till 10am absolutely ridiculous.
2026年4月12日
自発的なレビュー
TUI Musement からの回答
Dear John,
We are truly sorry for what you and your family experienced. Please know that our goal is always to provide the best possible service to our customers.
We have already contacted our local operations team to investigate what happened with the pickup, and our customer service team will be in touch with you to keep you updated throughout the process.
Thank you for taking the time to share your feedback — it helps us identify issues and improve our service.
Kind regards,
TUI Musement
TUI Musement からの回答
Dear Lorella
We're sorry to hear that you had issues using the promocode.
Unfortunately, as your review is not associated with a booking number, we are unable to trace your booking. To review your case and better understand the issue, please don't hesitate to get in touch with us at https://helpcenter.tuimusement.com/hc/de/requests/new, stating your booking reference and the problems you have faced. Our team will be happy to assist you.
Best Regards
TUI Musement Team
Todo súper bien organizado
Hice la ‘Vuelta a la Isla’ y la verdad es que se nota el valor añadido. Todo está súper bien organizado, los traslados en autobús son cómodos y no tienes que preocuparte por nada. Vas disfrutando sin pensar en horarios, rutas o logística.
2026年4月4日
自発的なレビュー
Had to try to run 5 different cards
Had to try to run 5 different cards. Your system is horrible. Tried the first one 4 times, then tried 3 others. All declined. Then tried the first one again and it ran
2026年4月3日
自発的なレビュー
TUI Musement からの回答
Dear Jeff
We're sorry to hear that you didn’t have a good experience with our service.
Unfortunately, as your review is not associated with a booking number, we are unable to trace your booking. To review your case and better understand the issue, please don't hesitate to get in touch with us at https://helpcenter.tuimusement.com/hc/de/requests/new, stating your booking reference and the problems you have faced. Our team will be happy to assist you.
Best Regards
TUI Musement Team
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