Their refund policies weren't customer-friendly before covid. I was never fairly compensated when Key Tours booked the wrong date for my flight and I ended up not getting another booking nor a refund after showing proof that my travel agent gave them the correct dates. read more

Do NOT use this company. They cut corners at every opportunity. We wanted to go first class on our rail ticket throughout Italy. The itinerary said 1st Class. A week before the trip I questioned the rail tickets since it didn't appear to be 1st class. Konstatina assured me that all our tickets are first class. She said because it was in Italian i was confusing. Of course all of the tickets were coach. When we called them their response was the tickets were "first class coach" Really? This sort of issue was typical throughout the trip. Never Again!! read more

Covid was very hard for tour operators. Got it. Horrible commination and lies are not the way to keep in business during the hard times. over 40 people trusted keytours for a "trip of a Lifetime' only to have a non-responsive and poor judgment company keep over $20K of deposits without ability to anything but keep their desire to keep the wound open. The one star for Keytours is the light of an oncoming tour bus. read more

A friend and I did an 9 day tour of Athens, Paros, and Santorini. This was a little scary because we did it through Groupon, but I quite enjoyed it! This deal included hotels, certain transfers, and the flights. It was great to have 3 days in each place. We got to really know the area and talk to locals. There was a ferry strike that ended up changing our plans slightly, but Key Tours took care of that and let us know in advance. So we ended up doing 2 days in Paros and 4 days in Santorini instead. There was also an issue of a missed transfer, but again, Key Tours took care of the issue. They are sending out a check to reimburse us for the cab ride. Things didn't go exactly as planned, but life hardly ever does. The important thing is that the company took charge of the changes and helped the trip go smoothly. Our travel agent Svetla was a pleasure to work with. Definitely would recommend this company but realize that you should be flexible in what you want to do. We didn't realize that it was the end of the tourist season for the islands until we got there. But I think this worked out for our group because it didn't end up being insanely packed and we still got to do a lot of the things we wanted. The one drawback is that the weather was not as warm as we had hoped. I felt it was a great experience. I enjoyed it and would recommend for folks who aren't too set on having an itinerary that is super rigid. Sometimes plans change and you just have to roll with the punches. read more

As a local travel agency, we enjoy supporting other local businesses. We have been in business for over 30+ years and are a reputed business. Through this turbulent time, we have been able to provide relief to our clients and work with our vendors to refund transactions - with the exception of Keytours. We have used them in the past as they provide mid-range tours which sit well with some of our clients. However, based on their performance during this pandemic and lack of compassion for our passengers, we will no longer be using this company. Our clients requested cancellations due to COVD19. We provided Keytours representatives all the information they requested as quickly as possible. First, we went through several exchanges about what money was due back to the clients. Fortunately, our books are in order and the amounts were confirmed by their representatives and executives charging penalties. They confirmed the refunds would take longer than normal. We communicated to our clients and level set expectations. Then, we were advised of a last-minute "change in policy." On April 8th we received notice that the owner has decided not to provide the refunds. Instead, they offered travel certificates/vouchers for future use. We were told there would be no exceptions to this policy - even though they had already confirmed our passenger refunds! We explained the circumstances and age of our clients, as well as the previous communications where they had documented refund confirmations by Keytour agents, executives - no movement. Still, we tried working with our clients to salvage the situation and suffered the brunt of passenger anger. They refused to take the travel certificates as some of them were senior citizens and wanted full refunds. We explained this to the company - no movement. This is the only tour operator we have worked with that has chosen not to stand by their passengers. They suggested we refund the money out of our own pockets ourselves! We are a small business and will do whatever necessary to ensure our clients are protected, but we cannot support this vendor or its business practices further. They have chosen to keep monies without providing services and not keep their commitments. read more

Our travel group, going through Dream Vacations, had a very similar experience to Ufx T, the local travel agency who posted on 7/2/2020. Dream Vacations went through several exchanges about what money was due back to our travel group. In fact, we have in an email: "I understand you wish to have cancellation option with -0- penalty. Please note Keytours currently allows only postponement option. However I want to extend a flexible solution as below. I am extending the $ 250 cancellation fee until 3/27/20. This will give your group one week to evaluate the situation and decide if they wish to postpone or cancel the land portion without Oberammergau penalty if cancelled by 3/27 /20 is $ 250 per person." Cancellation was sent on March 23 and our group was expecting a full refund, less the $250 cancellation fee. Sure enough, Key tours advised on a last minute "change in policy" whereby they offered travel certs for future use. They have chosen to keep monies without providing services and NOT honoring their written commitments. read more

Key Tours DOES NOT honor their commitments. We were part of a group tour to Germany that was cancelled due to the pandemic. To date, we have received all of our refunds from our contracts with the exception of Key Tours. We agreed with them to get $750 of our $1000 per person deposit and we complied by all of the appropriate dates. Their response was: "Dear Sir/Madam, Thank you for sharing your experience with your travel agent relevant to the Oberammergau trip which was cancelled due to Covid-19. For clarification purposes a full refund has been offered to your travel agent for the Oberammergau portion of your trip and a credit voucher valid for 24 months has been offered for pre and post arrangements of your trip. We have been advised by your travel agent that this is not acceptable but our offer still stands." This offer is not acceptable because we agreed to something else. Key Tours did not stand by its commitment or come anywhere near to the promise they currently tout on their website. "Cancel or modify for any reason and receive a full refund" Our next step beyond social media will be to contact consumer advocate at our local TV station and to file complaints with the Virginia Attorney General's office and Better Business Bureau. Hopefully these actions will help us receive our money. If you read this, I would not do business with this firm. read more

We signed up & paid $500 deposit for a tour but Covid cancelled it. It took months of emails and calls (they just ignored us most of the time) to get back HALF the deposit. They are keeping the other half as a "cancellation penalty." We did not cancel- Covid did. Cannot imagine they would take good care of you if you actually did travel with them. There are better options, traveler! read more

We went to Egypt using Key Tours in November 2008. Overall, a decent trip, although we paid more money than we should have. We were promised the following which did not happen: 1. Private tour guide. We ended up sharing a guide with a family of four--parents and 2 toddlers. Ugh. 2. No factory tours. They promised we would not go on these, but all the guides took us on these boring tours despite our protests. We wasted time here instead of spending more time at Giza, etc. Based on that experience, I recommend that you get any promises such as the ones above in writing if you want it to happen. I also recommend that you go with one tour operator. We went with a tour company that had an office in Northern VA where I live. They basically delegated it to an Egyptian tour company. The problem with this arrangement is that when something goes wrong, they point to each other to solve the problem. (Plus, had I known, I could have booked directly with the Egyptian company since they are online.) This happened a couple of times. For instance, at Abu Simbel, there was no tour guide waiting for us. When we returned and tried to get a refund for the no-show, that is one case where fingerpointing occurred. Try to get a sense of how useful the tour company will be as a travel agent. In my situation, the tour company basically disappeared when our Air France flights got cancelled the night before departure due to a pilot's strike. She did call up to inform me, but she basically just gave me the Air France telephone number and said good luck. I would have hoped that she could have gotten us new flights. When you are paying good money to have these problems taken care of, it is very demoralizing. Nonetheless, Egypt is a fantastic country and I highly recommend it. Just try to be careful with the tour operator that you pick. read more

Went to Greece using a Key Tours groupon. the communication was horrific, there was no indication that we needed to set our seats on plane given they had asked us what our seat preference was.. We arrived and were seated in the last row of the plane even though our tickets were purchased well in advance. Transfers did not show and our hotels were sub par, with two single euro beds rather than one bed. Romantic, huh? The response from the company was to refund us 100 bucks for our missing transfers. They are not knowledgable and do none if the things you would expect from a touring company / travel agent . Plan your trip yourself. I'm certain you could do a better job. read more

We went to Greece and Paris using Key Tours and had a wonderful experience. All that was planned and promised, was delivered. Our tour planner exceeded expectations. She offered accomodation options in Paris and her final recommendation was great - a hotel in Paris, centrally located, and walking distance from all major attractions and sites. Also the hotels in Greece were great with the exception of the one in Santorini. Overall a great trip. I would use them again in the future. read more

Keytours has hijacked our deposits. They refuse to refund, blocked credit card charge backs. Vouchers are offered for up to 24 mos. for trips equal or greater the value of the cancelled trip. The trip was cancelled due to COVID when travels can resume is unknown! As such, they may be out of business or as a senior, I may be dead in 24 months. Mind you, these conditions were not made known when the deposits were made & I've asked for a copy of where I signed agreeing to these conditions & I've gotten NO response. As professional courtesy & in lite of the unknown (COVID) the RIGHT thing to do is to REFUND customers deposits. If you're experiencing same file complaint with FTC.gov/complaint. read more

Repeat customer. I too contacted Keytours after seeing an offer on Groupon to visit Athens and Istanbul in 2014. My agent was Petra. She was efficient, responsive, accessible, personable....and patient with all of my questions. The trip was affordable and offered quality facilities and services. The flight, airport transportation, hotels, and tours were exceptional. When I decided to visit Amsterdam and Barcelona in 2016 I first checked with Keytours aNd Petra. Once again I was delighted with the ease of arranging by trip and following my itinerary. I look forward to working with Keytours and Petra in the future. I will be watching for new countries to visit with Keytours....Iceland, Cambodia???? Thank you for making traveling fun and worry free. read more

Beware!! Think Twice before Groupon Travel with Key Tours! In general, our Key Tours trip to Athens, Mykonos, Paros and Santorini was enjoyable for which my wife and I are grateful - because we personally figured out essential hotel bookings and transfer during each leg of our trip what Key Tours agent Roma Verma had consistently failed to do for us before we left for Greece. A) What causes me to write this ia Key Tours agent Roma Verma: 1) Roma Verma's consistent failure to respond to our emails, return our phone calls 2) Roma Verma's consistently superior, often argumentative and at times rude tone in speaking with us. 3) Roma Verma's most standout incompetence was having our travel documents package arrive at our doorstep the day after we left for our Key Tours trip - this despite THREE calls to her in which she assured she was sending them to us! Can you imagine how it felt for us to arrive home after our Key Tours trip to Greece and see the UPS ground package containing our travel documents sitting on our doorstep?! Each location we arrived at in Greece had us concerned that we didn't know which if any hotel had been confirmed, whether we would or would not have transportation. We worked these details out for ourselves each time but hated the sometimes gut-wrenching uncertainty of possibly not having anywhere to stay. B) Roma Verma's consistently deplorable phone attitude. Rare indeed were either my wife or I able to complete a sentence without being cut off by Roma Verma. Any question we raised was responded to by her dismissively, and any attempt we made to seek clarification of confusing and inaccurate information sent by her to us drew annoyance from Roma Verma. If We pointed out an inconsistency in travel details Roma Verma brushed it off implying we should have known what the correct information should have been! Exasperating! Obnoxious! C) Roma Verma's Xenophobic rude comments to me about my Chinese wife. I made a final call to Roma Verma before we departed on our Key Tours trip to Greece to try to put to resolve the still uncertain hotel and transfer details. When I mentioned to Roma Verma that my wife had been the one speaking with her for the previous three weeks trying to make trip details with Roma Verma, the latter immediately began to blame my wife for the trip confusions by directly blaming my wife's Chinese accent. Roma Verma's implication being that it was obviously my wife's Chinese accent that was the reason for Roma Verma's consistent lack of follow through and considerable failure in providing correct, detailed trip information! I immediately cautioned Roma Verma that her blunt criticism of my wife's accent was completely inappropriate, discriminatory. My wife is Chinese, has lived in the US for over 20 years, works as a marketing service representative for the largest shipping company in the U.S. and to my certain knowledge has never had issues with having her English not understood. Correspondingly, I am pretty certain that Key Tours company deals with interested clients with Chinese and other native accents and I'm pretty sure they would be horrified to hear such completely unwarranted and frankly discriminatory criticism coming from Roma Verma. This morning I did for the first time look at online reviews for your Key Tours. I'm clearly not the first to object to Roma Verma's incompetence and condescending attitude towards Key Tours customers. How is such tolerated by Key Tours?! read more

We booked a trip to Europe with this company, we ended up paying extra $3000 over the approximate $10,000 we had paid for 3 people for 8 days , the hotels were not very good, it did not cover most sight seeings and they always came late for pick up, I would not recommend them at all, book your own trip and hotel and you can easily travel in Europe, also they charged me for travel insurance, even though they say it is complementary! read more

Got a flight, local transport (ie: ferries) & hotel only option package through Groupon with them. First, many months before our trip there was a simple airline and arrival timing change that they initiated and confirmed with a new published itinerary. No big deal right? Well yes as they forgot to update their office in Athens about it and when we arrived at the airport after 24 hrs. of travel time from the US, there was no one there to pick us up to transport us to our hotel in Athens. We had to use the phone of a rental car agency at the airport to contact the local office and they finally straighten out the mess and got a driver to us about 2 hours later. What did we get for our troubles? A cheap bottle of local wine delivered to our hotel in Santorini a few days later. Hey, thanks a ton! Also, they don't seem to proactively track the comings and goings of the ferries. Why is this an issue? Well, in order to get our ferry from Athens to Santorini we had to get up before breakfast time at our hotel in Athens very early to make it on time. The problem? Well, it turns out the ferry was held back early the night before due to bad weather and was going to be a few hours later. How could they had dealt with this? Track this info and communicate it to the hotel that night in advance and notify us and the many other people who were also on the same itinerary. Further, we later learned through our own research that instead of taking an 8 hr. ferry trip to Santorini directly we could have flown 1 way on a local airline in about 45 mins. for about $75 or so a person and saved a ton of wasted travel time-we were never offered this option. Instead, their response was that "most" people want the ferry in order to enjoy the view. What view? Blue water and islands so far away you can barely make them out anyway. Finally, the hotels booked on Santorini (not in Fira-the center of everything or in Oia where you could stay and enjoy by itself) and Paros were fine but the locations were essentially useless in order to do anything whatsoever but sit in your room (it was late March/early April and the pools were not ready yet). Their itinerary suggested exploring each island but never recommended renting a car at all which was 100% necessary in order to see anything. Thus, on both islands I had to frantically work with the hotel owners to get a car agency to come and provide us a rental car at our extra expense. Overall, it was truly stressful trying to enjoy our vacation while dealing with all of the obstacles that they put in front of us. read more

I used KeyTours for my trip to Greece last October-November. The pre trip experience was terrible, but I stuck through it, hoping that it wouldn't be a preview of how the actual trip would be. My travel agent, Roma Verma, made preparing for this trip very stressful. I was never told that I could have requested a flight out of my city rather than having to drive a few hours to the next nearest airport (found out this was an option that another couple living in the same city had). Also, when I received the notification that I would have to pay for my Santorini to Athens flight, I was given less than a day to do so. Roma emailed me around 9am on a Wednesday and I asked her if I could pay it when I got paid on Friday and she responded that I had to pay by the end of the day. Lastly, she hardly responded to my emails in general. I would send the same email several times and would not get a response. Specifically, I wanted to reserve seats for the flights. After I sent several emails, she told me that I was unable to reserve my seats. Michael Humphries confirmed this.. However, the other travelers I talked to were able to reserve their seats for all flights. On top of the issues I had with Roma, came the problems with the actual trip. While in Paros, the PanHellenic Seaman's strike happened. We all went on the tour that the Zefi Hotel had offered on that Tuesday, a 5 hour tour that ended up being around 8 hours. We were told that KeyTours had been in contact with the Zefi Hotel all day, and found out that it would have been possible to take an earlier ferry that day, before the strike began Wednesday morning. We noticed that the tour could have been longer than usual to prevent us from catching an early ferry to Santorini. Something just seemed kind of strange with Louie, our travel guide from the hotel. Whenever we wanted to book something, such as renting a car or horseback riding, Louie would only refer us to the places he had good relationships with, which ended up costing more than booking with someone on our own. We were forced to rent a car every day if we wanted to do anything because there wasn't much in walking distance (which was fine, but we ended up being stuck for 2 more days). Louie mentioned that we couple rent the car for free those two days, and he ended up charging us before we left. Lastly, not only were we both disappointed that we had less than 24 hours in Santorini (only 5 hours of daylight), we didn't get to enjoy the beautiful hotel. The hotel in Santorini was clearly more expensive than the one in Paros, and we received no compensation or credit. After emailing Michael Humphries with my concerns from the trip, I got a rude response of him explaining how he is not responsible. Yes, I understand him not being responsible for the strike, but the fact that they knew about it and could have had us on an earlier ferry really pissed us off. For the inconvenience, they paid for our meal the last night in Paros, which was at the hotel owner's restaurant, which we were limited to a few different meal options we could order. The whole experience was terrible and the only thing that made it bearable was the awesome travelers we met along the way. read more

A friend and I booked a trip to Italy through a Groupon by KeyTours. While the trip itself was pretty good (how could you not have a great time in Italy?), I am not impressed with this tour company and would not use them again. When we initially tried booking, there was a set, advertised price - however, for our departure city, there was an additional charge of about $300 - understandable. What irritated me initially is that we immediately bought our Groupon and emailed the company to book our tickets. In that short timeframe, we were told that those prices were no longer available, and that even though we'd already paid more to go out of our preferred airport, that we would now have to pay an additional $310 for the same flight. I understand they cannot control the airlines - however, they either need to keep their prices up to date, or honor the advertised price. One of the main issues I had right off the bat was the fact that they did not provide any airport transfers whatsoever. That's one of the main things provided by any other tour company I have used. Instead, we landed in Milan and had to find our own way to the hotel that afternoon (and back the next morning at 3am). When you don't speak the language and don't have use of your cell phone, this is a pretty scary thing. Part of our vacation included a 3 day trip down the Amalfi coast, which KeyTours actually hired another company for this section of the trip. This company provided all transfers and was great to work with, which to me just reinforced that KeyTours was trying to cut corners. On our last night of the trip, we were booked at the same hotel in Rome that we had stayed at earlier in the trip. When we arrived, we were told that there was flooding in the hotel and we would need to be relocated to a "like" hotel. They moved us to a hotel about one block down that was a huge downgrade. The entire place was smoky, the rooms were disgusting - we didn't even want to shower or walk around without shoes. When we returned home, both my friend and I wrote in separately about this particular incident. After a couple days (too long, in my opinion), I received an email that I would be getting refund for that last night, with a specified amount, and that I should expect to see it in about a month. My friend also received an email stating that they would also be refunding her the same amount. After waiting about five weeks, I received a check in the mail for half of the amount that I was told would be refunded to my credit card. Long story short, after doing the research on the hotels they chose for us, we could have booked this ourselves for cheaper and without the headache. They don't seem too concerned with customer service, which is unfortunate. I will choose a new company next time. read more

I wish i had read the Michelle B's review before buying that Groupon. Not much has changed in a year. Communication was tragically bad. If I wanted any information I had to prod and call the agent. Her communication style consisted of rudely interrupting me with "Yeah, Yeah, Yeah, I'll send that to you" before hanging up on me. Sometimes she would send the information, sometimes she wouldn't and we'd have to call her again. We booked 7 months in advance, had to remind her to send us our seat assignments, and received them 3 days before we left! After checking the location we changed each of the seats as they were all in bad locations according to seatguru.com. Late takeoff from LAX caused us to miss our connecting flight in Istanbul. Called the agent once we secured boarding passes for the next flight ONLY to be told she would not arrange for a transfer to the hotel as we should have called her first. (I don't know why we would have done that as she had been of minimal assistance to this point.) Greece was a bucket list item for me so I'm glad I went but I cannot recommend this travel company, anyone could do better on their own. read more

PLEASE DO NOT BOOK THROUGH THIS AGENCY. Since last November I have urged people to stop buying Groupons with Keytours as the travel agency. I've submitted a claim through the Better Business Bureau and despite the ILLEGAL actions that Keytours pulled, they still did not claim responsibility. SPECIFICALLY be wary of Michael Humphries and Jennifer Edgell - they are rude, unhelpful, manipulative and do not take responsibility for their job, which is being a travel agent (which is a form of customer service). Take a look at the outline below: 8/1/15 - Groupon Purchased - Greece Vacation with Airfare from Keytours. Called Keytours via the Groupon. 8/11/15- Received email from Jennifer with a proposed trip itinerary. Per her request, I sent all of the necessary items, including a copy of travelers' passports. Not once after submission of the passports was it mentioned that one of our passports would not suffice per the travel dates selected - the reason for which we decided to go through a travel agency: travel agents are the experts for traveling. 8/12/15 - Jennifer sent Itinerary & Conditions 10/30/15- Jenifer sent Travel Documents. Some information (transfers, etc.) seemed to be missing. I inquired. 11/3/15 - Jennifer confirmed reservations and confirmations via email. Said we were "good to go" 11/23/15- 24 hours before travel departure - I checked in with the airline (KLM). I verified all travel information, including the passport info (number and expiration date), and added our Frequent Flier numbers (which Jennifer hadn't done, despite saying she would in the original email on 8/11/15). I received no alarm that we would be unable to travel. 11/24/15 - Original date of departure - arrived at the airport 2 hours before scheduled departure time as mandated by international travel. Got through security with boarding passes. Went to board the aircraft, a gate attendant stopped us and said my boyfriend was unable to travel due to his passport expiration date. It was the first time this issue was brought up. Immediately, I contacted Jennifer to resolve the issue. She was unaware of the issue and told us to try and get on the flight. After putting me on hold, at which point the flight departed, Jennifer acknowledged the passport issue and said that my boyfriend would need to get a new passport in order to travel the following day. Due to it not being acknowledged further back in the process, no flight on 11/24. I specifically asked Jennifer if there were any fees associated with a flight change to the next day, to which Jennifer responded "NO". We discussed "three month" passport expiration. Per the emails and that conversation, our passport fell within 3 months (travel in November, original date of expiration in February 2016). HOWEVER, the actual statement of validity is exactly 90 days; not once mentioned in the conversations or emails and notifications exchanged. We US Passport Office immediately, per Jennifer and her supervisor, "Michael" (whom I spoke with briefly). The Passport Office was closed which I warned Michael of due to traffic in LA. 11/25/15 - Went to the Passport Office at 5:45 AM. Got our passport reissued same-day prior to the new flight for fee. While at the Passport Office, missed a call from Jennifer, who gave new flight information and informed said there was a $350 change fee per passenger. I called back specifically noting that the day prior she said there would be no costs. Jennifer agreed, saying she hadn't spoken to the airline so she didn't know about the fees. I also reminded her I gave her the passports MONTHS ago and she responded "did not look at the passport expirations dates" - a total lie as passport expiration dates are mandatory information required when booking international travel. We paid the fee and boarded. 12/11/15 - Requested reimbursement. 12/15/15 - Reimbursement denied. Sent complaint to BBB. Their response? They told us our passports needed to be valid for 3-6 months - WHICH THEY WERE. Their only response, time and again, was "Ultimately, it is the clients responsibility to ensure that they have the correct travel documentation." Certainly, but I asked, you said yes. Then you told me you weren't going to charge me for something... performed the service and told me I HAD to pay for it or wouldn't get it. WHICH IS ILLEGAL. They lied about prices, didn't do their jobs and overall performed piss-poor customer service and were rude, unknowledgeable and defensive when they were called out on the illegality of their actions. I would give 0 stars if I could. read more

First off, I am not an employee, nor have I ever been an employee; nor do I know anyone that works for Keytours... That being said.... KEYTOURS IS AMAZING! I originally found this travel service through a Groupon that I had bought for a week long trip to Istanbul, Turkey. After I bought the Groupon, I immediately contacted the travel agency and got the process started. When I initially called, the agency was closing within five minutes, but they spoke to me anyway. SO after my agent checked availability and reassured I would have a booked trip she hung up and told me we would speak again soon. FIRST THING the next morning I had an initial email package waiting for me, and thus the process had began. The agent (MIRELA), was in contact with me constantly to help me book the tour and answer any questions I had. Everything I wanted was done, and within just a few days my trip was booked and paid for and out of the way! Keytours sent information packages on Turkey, and offered me additional tour packages to look at. After the trip my agent even emailed me to check in on my experience of the trip and to make sure everything was up to par and to my liking. KEYTOURS IS AMAZING! I highly recommend using them for your next travel experience, I KNOW I WILL. read more

I have had nothing but great experience with Key Tours. They are my go to for Europe. Their agents are very friendly and knowledgeable but please note that they work best if you have a travel consultant that can work on behalf of you to work out all the little details. I noticed lots of bad recent reviews because of Groupons which is sad because I think this wholesaler travel company is one of the best you can find. I have had my clients stay in Paris, London, Greece. One of the best things about I have had feed back is that the service from the tour and transfer companies are very friendly and they go above and beyond in making the travel experience the best possible. Their prices are very reasonable and they have a great list of properties to fit anyone's needs. Next time you have travel plans for Europe, have your travel agent provide you a great package with Key Tours. read more

I have traveled many times on European tours and this by far as been my worst experience. I tried to contact the company that I did not have travel vouchers to continue the trip only to find my salesperson was out on vacation! In a form email I was referred to another person and not given an emergency contact. I contacted the London emergency contact and they didn't have the ability to contact Keytours either! The emergency contact advised me to purchase the tickets myself. Now I'm having to fight to get reimbursed--and their excuse, my salesperson is still on vacation. Michael Humphries FIT Department Supervisor, even suggested I must have received the vouchers since I had their emergency foreign contact! I was amazed the Department Supervisor didn't realize it was listed. Extremely poor communication and professionalism. On every other trip I've booked, we had buses that picked us up at the airport, with Keytours I had to pay $170 for the cab ride from the airport to the motel. We could not check in on arrival and had to wait for 3 hours. Upon checking in, our bathroom didn't have water!!! And room service ran out of food. This is just not a high class operation and it's done on the cheap which translates to a lot of frustration and having to spend a lot of money to make up for Keytours cutting corners. The money you save will be spent many times over making up for the cut corners by Key Tours! read more

While the country and experience therein was wonderful the travel agency, Keytours Vacations, was unfortunately a disappointment. We admittedly missed the first leg of our flight due to unforeseen traffic conditions outside of JFK and in turn we paid out of pocket for one way tickets to Portugal. We contacted Keytours immediately to insure the remainder of our reservation would remain in tact but we received no replies. On the way back while at the airport to return to the US we were told that the remainder of our flight reservation was also cancelled and a refund was levied. Again we had to pay for one way tickets to return home. When we contacted Keytours they pleaded ignorance and said they would have to look and see where the airline send the refund. This was in the opening weeks of November 2017 and to date we have not received a refund nor any contact from Keytours. We are huge fans of Groupon travels but we will not choose a Groupon with a Keytours option in the future. Proceed with caution when Keytours is at the helm. read more

I used Key Tours to book my trip to Italy (Rome/Florence/Venice/Milan) it was my first trip to Italy and out of the country so I was a little apprehensive but Key Tours made the trip a very pleasant experience. All tours were organized and worth every penny. The tour company met me at the airport as scheduled and all tours that included hotel pick-up were on time. When I had changes in my itinerary my agent Esin worked with the vendors to re-arrange my schedule (several times) until it was exactly what I wanted. I would definitely recommend Key Tours for a smooth and well planned vacation! read more

i have just returned from a LivingSocial special booking for Neon Tours' Classic Tour of Turkey booked thru Keytours, and all-in-all, a totally OMG experience. OMG for Keytours in its personalized booking services OMG for Turkish Air for its check-in and in-flight services OMG for Neon Tours, the itinerary, our bus driver, the valet-on-board, and specially for our tour guide Mr. Recep P. Turkey is a beautiful country with beautiful people and wonderful scenic and historical sights and places. That's one country off my bucket list filled with wonderful memories of places visited and of people we've met along the way. Thank you Keytours for helping make that memorable experience happen. dennis o read more

I was very skeptical to book a advertised by Groupon, but took a chance because the price was great. I booked the 9 day Italian Arts tour, which provided airfare, a transfer upon arrival from the airport to our first hotel, hotels, two tours (one bus tour in Rome and one walking tour in Florence), and train tickets from city to city - for $1,899.00. The tour was composed of two days in Rome, two in Florence, two in Venice and one in Milan. The initial Groupon only included 3 star hotels or lower, so I decided to inquire about upgrading our hotels. The coordinator assigned was Brittany, who was very helpful in assisting me in upgrading the hotels (although it took longer than I expected to get exactly what I wanted); it seems she in no longer there. When time came for the trip the new coordinator who was assigned, Esin, was very helpful and prompt - she helped me set up seat assignments, answered all my questions and sent all the documents I needed at the perfect time, in the perfect format. Upon arrival to our hotel in Rome we received our vouchers and train tickets. We failed to make our tour in Rome, which was okay, we roamed the city on our own, and our tour in Florence was absolutely wonderful. Train ticket times coincided with our hotel check in times, so we didn't have to wait with our luggage for our room to be available. I realize in order to have an outstanding vacation one must dedicate significant time to make sure accommodations are exactly the way that you expect. I worked with Brittany for some time to provide me with different hotel options, looked at reviews and pictures for every place, booked deluxe rooms and rose by budget to make sure I had a great trip. I had the experience of a lifetime in Italy thanks to Key Tours and Acampora Travel (their Italian counterpart). I would certainly use again in the future. read more

My husband and I booked a 6 night/ 7 day package to Istanbul, Turkey with the Key Tours Groupon. We really enjoyed our trip. The package through key tours included flights from CLT, hotel, transfer from airport to hotel and one half day cruise tour. Our hotel was Recital hotel and was in a great tourist location where we were able to walk to most of the attractions and didn't have to worry about having to pay for cab rides. We had incidents were we would almost miss our connecting flights, so next time I would prefer either no layovers or more time in between. Other then that our travel agent Mirela Rogers was very helpful and sent us our documents and any information we would need for the trip in a timely manner. She responds to any concerns promptly. Our first experience was good with this company and I would probably use them again for another trip. read more

We went on a fun tour to Venice, Florence and Rome and got very good service. Our hotels were well-located and Florence was especially memorable since we stayed at the Hotel Brunelleschi. The guides were very knowledgeable and gave us tips on more activities and restaurants. When traveling between Italian cities by rail, be sure to confirm seats before you get on the train to be in the same compartment as any fellow tour people. The FrecciaRossa high speed train is similar to the French TGV, quiet and quick. Buon Viaggio. read more

I bought 2 vouchers on groupon for my husband and 2 sons on impulse. I wish I had just booked and planned the trip myself, as the price would have been the same or even cheaper with better hotels if I had taken the time. However, as I said, it was on impulse and I liked the idea of buying a whole package w flights, hotel and tour. The booking was fine, and their service was actually very good and responsive. My problem was that they booked us in one of the hotels (Tryp Condal in Barcelona) that was FAR from everything. It's like asking a travel agent to book a trip to NYC and having your hotel in a remote area in Queens AND 20+ blocks from the closest subway station to top it off. We took the metro a few times, but it is about a 15-20 minute walk to the station, which I wouldn't mind, except that the walk is not in a nice area. Depending on your route, you end up in streets with abandoned buildings, Bronx circa 1980's. And with 2 kids, we just decided to go to/from hotel to city in cabs, which ended up adding an extra $40 euros a day. It's a shame, really, because I really liked my rep there (Jenn, I think) and was planning to book my future trips through them once I saw the travel packages they offer. read more

I am a travel agent and use Key Tours quite often. They do amazing custom travel using unique itineraries and quality boutique hotels that are unique to their company. I have worked with Svetla and think she is fantastic, in fact, she is my preferred agent to work with. It really saddens me that people would give a vacation 1 star or berate someone personally for things that in the travel world are completely beyond their control. If you want a custom vacation or have special requirements, I suggest booking directly through the agency or a travel agent. Groupon and things like that always have more restrictions, and you have to be willing to go with the flow. For Costa Rica, Greece, Italy and Turkey, their prices, itineraries and hotels can't be beat. They do high quality tours and offer an impressive range of custom travel as well as tours. With clean hotels, quality tour guides and itineraries, and affordable pricing, they offer us a quality product and we are (and have been) very happy with the results. read more

The WORST experience ever!!! I booked a trip to Greece using a groupon. First I couldn't get the dates I wanted. After that one of the hotel was changed without informing me. I noticed it when I got all the travel documents. Svetla, the travel agent didn't bother telling me about it. Not only was the hotel changed but the trip route was changed as well due to the "hotels being fully booked". This doesn't end. Later I was told I would have to pay extra for flight because the ferry, which was included in the deal departed late and I wouldn't be able to make it to the airport for my flight back home. So I paid for the flight. This flight was from Paros to Athens. The last day at Paros I find out there is a ferry leaving from Paros at 10am. So the agent LIED! I tried to check in and it wouldn't let my husband check in. So I went to the local travel agent in Paros that Keytours works with and the lady there told us that all the flights from Paros is operated by Olympic, and she called the airline and apparently only one ticket was booked. So my husband and I had to make a last minute decision to book the 10am ferry (which Svetla said operated only in the evening. ALL LIES!!!!). After coming back I emailed Svetla and it's been 2 months now and they refuse to give me refund for their mistake. Apparently it's my mistake for calling the wrong airline, and not theirs for working with the wrong travel agent. It's a shame they don't care about the customer service. They are a rip off! I would never recommend this company to anyone! read more