New Tours is the best travel agency ever. I have been taking tours - both domestic and international - with them for over five years and I always had wonderful experiences! Everyone at New Tours is friendly and extremely accommodating. Now I even take with me my American friends who do not speak Russian and even they are delighted with the services provided. Every tour is very well planned and the deals they offer are incredible! I am looking forward to more tours with this company! I wish they offer tours in English as well. read more

See all

I was on a 37 person Tour out of Brooklyn, NY to Canada on July 26th. Just before Lake George, NY our bus broke down. The company told us of the problem and said a new bus would be there to pick us up within 45 minutes, and told us to wait OUtSIDE in the heat. 4 hours and 45 minutes later another bus finally came from Albany NY - no water, no food, not even an APOLOGY. If this was the only time, it would be bad enough, but every day of the tour we had to wait for another bus, waiting outside. 5 buses in total. What kind of tour company is this? I wanted to go on a bus tour, not a "stand outside waiting in the heat tour." I've seen many other reviews talking about what a great tour company this is. I cannot understand where these reviews are coming from - the company proved to be unprofessional, and did not care about our experience as hungry, thirsty, tired travelers. Again, to this day, none of us even were told "I'm sorry". NEW TOURS: I invite you to contact me and I will provide the names and contact numbers of the many other travelers who were with me, from 5 different countries, all of who can tell you what a bad experience this was. read more

Dont ever ever take a tour with them!!! I took a two day tour with them to Washington on Monday and on the way back to new york the driver decided to make stops to do personal business. So it took us 8 hours to come back to new york. When i call d ti make a complain they hung up the phone on me. The manager hung up the phone. They are very rood. And after all this they asked us give a tip to the driver. I think its rood and i think that driver should do he's business on he's personal time! If i could i wouldn't give no stars at all!!!! read more

The worse service ever!!!!!!!!!!!!!!!!! But attitude!....We paid for 10 days tour, but 1st-half of that day we wasted: we had to wait for all peoples from different cities, almost 2 days-just road, and the very last we had a "free day": we had to leave our hotel at 10 am, but our flight was at 10 pm and even that we paid for this day-free...Hotel was good, but not in very safe area to travel around in the prom zone. I had to pay for an extra night to be inside...All trip was kind a mixed up: we were missing really interesting and wasting time for something not very important...Some motels were horrible...very dirty with heater on when it was +109 degrees outside...Looks like nobody new that someone is coming there since winter...Never again with this company... ... read more

I went on many trips with New Tours. For the most part, I had a wonderful time! The trios are packed with a full itinerary and you get a lot for your money. Once in a while, there were unpleasant tour guides, but this was an exception, not the rule. I honestly hope they re-open. The location is convenient. They pick up in a lot of spots including Bensonhurst, which is close for me! I really have fond memories of my trips with New Tours. read more

Ive been using these tour guides for years, I went to so many states with them such as Virginia , MA, and Canada too, they have a lot of good tour representatives, who speak Russian and English they have good hotels chosen at great prices along with breakfasts, the only thing that holds me back from 5 stars is when we got lost in Canada and there were 20 hotels that looked like ours we couldn't call a representative since it was late at night to help us out and tell us what we should do. read more

Being of Russian heritage myself I had really low expectations when I booked 4-day tour to French Canada with New Tours. But even this extremely low bar was too high for this agency. Rude staff, dirty and uncomfortable bus, tour guide Alex full of himself would be enough to give one star. But icing on the cake was added when agency decided to combine 4 and 6 day tours together and ship 4-day party back to New York with the van. Having two drivers (by law) was not enough to facilitate prompt return as they both all of a sudden got tired, made half an hour stop and immediately disappeared to run some errands. They also decided to change drop off location in Paramus, convenience of passengers be damned. My advice is to stay as far as you can from New Tours, there are many professional tour operators in New York, no need to settle on amateurs. read more

Great agency that offers amazing tours in Russian. I've used their services for 5 years,and all if their tour guides are very knowledgeable and professional. The staff is nice, efficient and professional. I recommend them. read more

UNPROFESSIONAL, OVERPRICED, FRUSTRATING, UNETHICAL My entire family has been using New Tours for many years and with this last trip we have just had it and will never use them again. The travel agent did not even confirm correct names in the passport and we had to pay a fee for changing the name on the tickets at the airport. The tickets were under one airline operated by another airline so with every issue, the airline kept saying they couldn't do anything since only the other airline could fix it. The agent also booked me and my travel partner separately so our seats on the airplane kept being printed separately. The airline itself has a 24 hr check in policy which my travel agent did not emphasize, as it turns out we couldn't use anyway since we booked under the agency. The least they could have done was book us at once so we wouldn't beg every time to change our seats, especially with the transfer. Once at the hotel which was also booked by the agent, one of the two rooms we booked was not available. We did not speak the language and the hotel receptionist did not speak english so we were concerned about our overnight stay in a foreign country so we waited until that planned information session to ask the tour representative about this. Instead of informing us about the trip and making sure all the essentials were taken care of, the tour representative did nothing more but collect money for additional trips, expecting that everyone pays for it. We were absolutely shocked that she would spend that precious time making more business while so many people there including us needed to get things in order such as where is the itinerary, and where are we staying? So we patiently waited in a line for our turn to ask about our room. She wanted to rush us off the line saying to look at all these people who are waiting. We brought to her attention that we waited in line just like everybody else and while the other people are buying additional trips, we don't have a room to stay and only because we were forceful, she quickly called someone to have them call the hotel and told us to wait indefinitely. In the evening, we got the second room but on a different floor, with no lights in the hallway. Once we calculated the cost of the hotel and the entry tickets, we realized what a sham new tours is. They overcharge for absolutely everything. You think that you will save by going on a group trip but during those many free days we had to ourselves, we saw much more and paid much less individually. Even the guided tours, the microphones were not even made available and when they were, they didn't check to see that they were working. We followed the guide hoping to hear something while the museums already had the recorded speeches in multitude of languages available at a much lower cost. We did not get a confirmation that we will be picked up to the airport as we agreed so we called the day of. We got an attitude from her and again had to be forceful to confirm our reservations. On another trip with new tours, we got a bus driver who didn't know where to go. We got lost at night in the Bronx,was pretty scary. You think we would ever get compensated for any inconvenience? Think again! We paid to the rego park new tours but dealt with new tours in Brooklyn. If anyone has another russian tour to recommend, please let me know... read more

Do yourself a favor stay away. When i take a tour I expect the company to somehow enhance the experience vs me driving there myself or taking a commuter bus there. New tours did no such thing on my trip to Niagara Falls, NY. They are not organized, guide Boris is not informative and very disrespectful. They are not organized. The tour guide never gave out a number you could call in case you got lost, resulting in very long wait times at every single stop. Additionally, they missed a drop off spot in NJ on the way back resulting in even more waste of time. Finally the guide took us to a wax museum and an "Indian reservation"(gas station with a big grocery store) where he spent more time than @ Niagara falls. The drive there lasts 12 hours. During the drive the guide won't shut up. He wont let you sleep, wont let you use your cellphone, wont let you use the bathroom. You have to listen to him the entire ride. Which would be more or less fine, except he barely touched on the main topic of the Niagara Falls. I learned more about the falls from Wikipedia on the way there. He talks mostly about religion. Boris is also very disrespectful. At one stop we spent over 40 minutes waiting for lost group members. When we started telling him that he should give us his phone number, he replied after over 20 years of experience I know what to do. We continued insisting on him giving us his number. He finally gave in first saying "I forgot where most of you came from but fine I ll give you my number the phone is dead anyway". Before anyone even had a chance to pull out their phones out of their pockets, he said the number. Most of the people asked him to repeat the number like a normal human being xxx-xxx-xxxx not xxxxxxxxxx in a second. He once again flew through the number. When asked again he said maybe you don't understand Russian and said it in English once again so fast and quite that most of the people didn't hear and added " That is it, even stupid Americans don't ask again". So in conclusion I will never take a New Tours tour again. I would suggest you don't either. If you can drive there you will get there in 7-9 hours vs 12 with New Tours therefore you ll have a lot more time @ the waterfalls. Just Google the some information of where before hand. Trust me the hour of research will enhance your trip a lot more than paying this agency. Btw I asked Boris how does this company enhance the experience of Niagara. His reply was did you like the waterfalls. So i had to rephrase my question since New Tours unlike Disney does not own its destinations how is New Tours tour different than a regular bus drive there. He had no answer. read more

Do not recommend!!!!! Russian service at its worse! Absolutely unprofessional and rude stuff. Each stop was only couple of minutes... literally 2 minutes for 9/11 memorial - you can't be serious... not mentioning that you don't get to actually go inside the Statue of Liberty, not even close to it. We only could get a picture somewhere from the side... the guide Marina was even worse than everything mentioned above. Lack of knowledge, communication and cooperation. It's not a matter of price itself but frankly you expect much more for almost $100. This agency should definitely take these reviews (most of them are negative) into consideration. Will never recommend this company to anyone!!!! read more

I took tour to Washington DC in June 2017. I liked everything about it. Marina took my application for the tour by phone, she was very polite and helpful. The bus was super comfortable. air conditioner, clean and the driver was very good. Alex was our guide, he is amazing, the tour was very informative and interesting, Alex knows a lot and was answering all my questions. I will definitely take other tours with this company. read more

problem with air conditioner. driver always trying to close air conditioner to save money. I cant breath ! to many people inside and is no AIR! I dont think is funny when you cant breath read more

Alright time to wrap up my weekend trip to the Capital, Washington DC. I don't normally write reviews about my trips here but I cant wait to share my opinion on nice service provided by New Tours, Brighton Beach based travel agency. So, I booked a trip to DC for the last days of summer. An air conditioned, very clean bus with comfortable seats picked us up from the assigned place in the morning and it took nearly 5 and a half hours to arrive. We visited almost all major tourist spots and had good guide information. The Guide was so patient with all questions asked & super nice. Importantly, the guide speaks Russian also, which was on point for my Russian speaking partner. Trip was safe and interesting. I would love to recommend the New Tours Company to everyone out there who wants to go on bus trips. Me and my friend had good time, we met lot of new people during the trip. p.s big thanks to the customer service agent Jasmine for helping us to choose the best schedule and easy paperwork. read more

We went on a family trip to Hershey in December 2018, and it was one of the worst experiences ever!!! The driver was under an influence of God knows what! He was speeding, changing lanes back and forth, taking up two lanes at times - on a high speed highway. The entire van ( yes, they gave us a van, not even a bus) was scared. We told the driver to slow down, to pay attention to the road, but nothing seemed to help. Instead of a pleasant and fun trip we were stressed out the entire time. Oh, should I mention that the van was also super uncomfortable and that the TV did not work? read more

This is my official complaint that I submitted to Better Business Bureau® and federal trade commission Terrible customer service and terrible experience from new tours. https://www.newtours.us/ We went on a 2 day trip from NYC to Boston and Plymouth as advertised on "comfortable" tour bus on 8/29/19 - 8/30/19. Instead, 12 people were stuffed into not equipped, very uncomfortable small bus. As soon as we left Brooklyn, the problems began. First ,we had to make unplanned and unannounced stop in uptown Manhattan to pick up one person which cost us 2 hrs in traffic. Second, the air conditioner wasn't working properly. It was blowing air only to first row of the bus and never reached back and middle of the bus. If was extra air conditioner in the baggage compartment, but it wasn't working at all. We had elderly lady and 2 small children on the bus who got overhead and felt extremely hot and sick. One lady got really sick and almost passed out. The tour guide refused to change the program and let people out of extremely hot and missable bus. He was trying to continue tour, but it was impossible to see anything because bus windows were too dark and the bus was to low and hot. We had to argue and request tour guide and the driver to stop the bus and went for self guided walk. We called main new tours office several but faced most, rude, unprofessional, and lying manager Svetlana who hanged phone on us several times. Svetlana was lying that apparently tour guide turned off air conditioning, which is obviously not true. We had to call New tours office several times and every time wait until I get to manager Svetlana who was shouting on the phone that she is working on our problems and hanging phone in the middle of a conversation. New tours manager assistant refused to provide Svetlana's last name over the phone. Therefore, instead of enjoying Boston, we spend most of the day in missable, very hot bus, on the phone with new tours management, or arguing with bus driver and guide about changing the program and letting us out of the bus on self guided walk. What kind of consumer service is that? I was promised but Svetlana assistance that I will get a confirmation phone call with a solution plan but is never happened. Finally, after calling several times to New tours office, were promised that tomorrow morning we will get new bus. Shocking, but we got new, very comfortable and with perfectly working ac bus. That said, the second day tour program was so boring, and it was completely a waste of time. We spend most of the time on the bus, traveling to Salem and Plymouth and saw very little. The tour guide was very knowledgeable but very boring, unconsidering, unfriendly and even rude. All of the tourists were very unsatisfied with the tour and have very little memories. We got no follow up phone call, no apologies from New tours manager Svetlana. This is the worst customer service and worst organized tour I have ever been. We all agree that we have to get some kind of compensation for the inconvenience and moral injury. Below the names of all the adult passengers on the bus who gave me verbal consent to file complaint. -Inna Ippolitov-USA, NYC Bella Manick - Israel Mr. Factor Elena Dinkevich, USA Irina Dinkevich, Israel Margarita Mavyan Irina Nemzeva, Canada Elza Xasanova, read more

My parents just used this company for a 6-day tour around Canada on September 13th . They were very impressed with the tour guide Irina and driver Sergey, who were very professional. They had a great time and lots of pictures to show for it! Highly recommend :) read more

Bunch of Crooks I hope they will be kicked out of this business, too many complaints to BBB and small claims court. I agree with every word in Lala's review. My partner and I used to travel with them domestically and it was more or less OK (years ago, so now, I won't recommend them for any kind of trip.) If you want to go internationally ABSOLUTELY avoid them like a plague. They do not have their staff with you, they act as an AGENT - you pay them, but they are totally not responsible for anything because they sell your service to their European partners operating under different names. Their European partners are TERRIBLE. Lodestar is better. Also check Lydsi travel website if you can only go with a Russian speaking guide. DO NOT EVER THINK about using New Tours. read more

Worst service ever, unbelievably rude staff, don`t waste your money, time and nerve system. Just stay away.

We had a horrible experience with New Tours. Time and money wasted. Turns out BBB had an F rating for these guys all along: http://www.bbb.org/new-york-city/business-reviews/sightseeing-tours/new-tours-in-brooklyn-ny-67314 read more

Good company, good service, I wish to thank separately for the tour ... It was interesting, and memorable were on a sightseeing excursions by helicopter for NYC, we were three people and we all got the attention we needed kotroe Thanks again,New tours read more

I booked a tour for two people through January 4th-11th, 2017 with New Tours. I was offered to buy an additional insurance packet for fifty-nine dollars per a person. When I inquired about the benefits of the insurance, the agent, Olga, told me that in case of cancelation, we will get a full refund in cash (or credit the trip amount back to my credit card) for the amount of the tour and other benefits. Since one of the traveler's plans have changed, she decided to cancel her trip and asked for the refund on which the agency denied. The denial was explained by some ridicules excuses, such as its impossible, you will get some kind of vouchers and etc. However, I explicitly asked the agent, Olga, before buying the insurance what will happen in a case of cancelation and she explicitly explained to me that we will get a full refund in cash or credit which made our minds to buy the additional insurance. We wrote an email to the president of the company asking to resolve this issue. However, we were neglected again. In my last conversation with them, they said that they can not help me, even though they admitted that it was agent's fault. They dont know their job, They dont care about their costumers. They are mean and rude. In conclusion, I have the worst experience ever. DONT BOOK WITH THEM!!! YOU WILL SAVE YOUR MONEY AND WONT BE STRESSED OUT!!! THEY ARE LIERS!!! read more

Don't know who's writing bad reviews here. Been going with New Tours for many years and always enjoyed their professional service. Traveled with family and friends who came from Ukraine to Washington D.C. to Boston to Philadelphia to Cape Cod to Florida and last summer to Chicago all time with New Tours. A great company very knowledgeable tour guides helpful and attentive office staff also read more

Avoid!!!! Very unprofessional and rude stuff. The bus left early without even trying to contact us. Never returned money or even suggest a new day. Lost $200 and got awful attitude from both the reception girl and manager. I'll never use them again. Save your nerves and money there are a lot of Russian speaking agencies for lower price and better service read more

So far I had 2 trips with New Tours. The first one was "The Best in Canada" (7 days in July, 2014) and I really liked it. Actually that 1st trip is a main reason why I'm still with them. The 2nd trip "Historic Massachusetts" (2 days in August, 2015) was so-so (the mini bus was uncomfortable for a long journey, the hotel was poor quality and far away from Boston, etc.). This year I decided to choose New Tours travel agency again and booked several trips throughout the summer. But it seems I had wrong expectations... My next 1-day bus trip to Newport, RI was supposed to take place on Saturday, July 7th. Nobody from New Tours called me in advance as they did previously so I decided to call them 1 week before the scheduled date and confirm the trip. The lady from the Queens's office (I booked a departure from Forest Hills, Queens) was very polite and promised to contact their main office in order to confirm the details. 2 min later I got a call from her but she asked me to call back several days later because "this is not clear if we get enough people to make a group". Four days before the trip I called the New Tours main office and asked the same simple question: "Will this trip take place or not?". The girl who picked up the phone transferred me to another employee who was very rude and impatient. In addition, she used insulting words for communication with the client! Unbelievable!.. At the end of the conversation, I didn't get any clear answer and decided to cancel that trip. Such attitude is unacceptable! Sorry but I'd better travel on my own. read more

Boris (aprox.60 years old, white short hair, belly fat) is the worst guide in "New Tours". He does not give you professional important and memorable information about the cities. He is lazy, he likes restaurants and eats there free because he brings there group of tourists. Stay away from this! You will find a lot of cheap cafes with much better cuisines! Boris hurts the clients' religious beliefs and values. He sarcastically comments holy topics having nothing of knowledge about the subject. He also holds up to mockery if he sees someone opponent to him. You will watch movies (we had 7 in our trip) instead of getting important information related to tour. Boris does not know it and will not explain you anything. He DEMANDS the tips! 24 dollars from each person of the group for 6 days of the tour is HIS tariff. DO NOT BE AFRAID TO CONFRONT HIS APPETITE if you are NOT satisfied with his unprofessional service! He is very rude, arrogant and does not care about the clients. When our bus was broken, we were sitting in darkness feeling smoke and growing worries; he was keeping total silence instead of giving us information about the accident and the possible solutions. When I asked about the explanation of accident, he almost pushed me and rap out with hate "you did not give me tips, and will not get information!" I said that I PAID FOR THE TOUR and his demands of the tips are against the Law! Last moment - he and his companion-driver Sergey locked the available restroom in the bus. The young woman behind me needed badly the restroom and almost died waiting for next bus stop. Think triply to use the company and especially this horrible guide! read more

Awful service. Guide Eugene just know nothing he supposed to know as guide. Never again.

I went to a tour with New Tours this year for the first time to 3-days VA trip and as much as I liked the itinerary , I didn't like trip all that much. First of all they charge me more then listed price because I was traveling alone. The bus was pretty small and inconvenient for a long distance driving. the driver was great though. Also we stopped only once for "toilet" over 6 hours of driving and considering that there was no bathroom on the bus, many people felt uncomfortable. Other that that, the hotel was clean, breakfast was good, tour guide was acceptable. read more

My first trip with the agency was in 1998. In 2005 I had an excursion to Vermont. Tour guide was just ruthless. For instance, when I asked a simple question about Sterling and Francine Clark museum, she snapped in offensive tone of voice and facial expression while shaking whole her body. I confirm: the question was about the museum, but the answer I received was about... my racial identity. I did not say a word to her, but decided: it is enough; there are many other agencies will charge my money for the service, but humiliation. After five years, in 2010, I came to the agency again. Bella and Yana did impossible: I got trip to Cape Cod: 2 nights staying by myself in the hotel room and 3 nights to share with another woman. At the time of departure I found that a tour guide is Nelya the one which disgraced me 5 years ago. She said that according to her note I will stay 2 nights with someone, and the rest by myself. In other words the opposite of what I was told in the office. I did not consider it as a problem at all, but mentioned that was told different. The remark I have made went into something I did not expect. A man which stood next got aggravated, his face turned red, and he shouted at me: "You will not go at all!" (Evidently, it was said in Russian; I was told his name was Volodya). What position does he keep that allow him to yell at the client and dictate unreasonable and dishonorable conditions? If he is not qualified persona, it is OK; but he must know that this was not a place, where he could dictate his own terms. Are directors (owners) of the agency aware of such episodes? Do they know what kind of people represent the staff and eventually the whole business? The tour guide contacted the agency later. When she put me on the phone with Bella, I did not have a chance to be heard for the reason that Bella could not bring her speech to an end. After that Nelya in a harsh tone of voice stated that I lied about staying by myself in the room. Until the end of first day there were eposides of how Nelya replied on questions have been asked by aged people which were first time on such trip. I confirm: she made improper comments, was rude and arrogant while putting others down for their inquires. On the next day morning, the entire group was in the bus and chatted while waiting for the tour guide. When Nelya just reached the first step in the bus, she grabbed a microphone and articulated: "Kto razgovarivaet?!" ("Who is talking?!") I replied politely: "I!" What Nelya said next has brought me finally to the resolution not to leave as nothing happened over again and let others know what the tour guide said in front of 36 people: "Zakroy rot!" ("Close your mouth!") Her face turned red, and she stated that the group is not going anywhere because I "destruct the tour since yesterday". Nelya said that she "called to the agency, and was told to call the police" on me. She claimed: "I am a volunteer! I work for free! I am going to write petition and all people will sign it!" Here are my statements. Being a volunteer is a norm in America. Millions of people do volunteer jobs, but it does not mean they possibly will do it unethically. If a tour guide is a volunteer, it does not mean she has rights to disregard consumers" questions about the services and treat them uncivilly by using inappropriate language and offensive facial expression and making false and humiliating accusations. If a tour guide is not able to obtain a paid job due to some reasons, it does not mean consumers have to pay with their money and dignity for her failure and unhappiness. Whoever will read the lines above: please tell Nelya that being a volunteer is not an excuse for humiliating and verbal harassing people you agreed to serve unpaid. read more

3 Day trip to Niagara Falls with New-Tours travel agency was terrible. Instead of promised bus with comfortable seats, toilet and other conditions, agency provided 15 seats van. Distance from NYC to Niagara Falls is 400 miles, but it took 13 hours to rich that destination. Tour had pour organization and scheduling. Trip was unsafe. Administration completely failed their responsibilities and got lost when hurricane Sandy came. Only because of professional Van driver, who handled this situation and found safe place for passengers we avoided terrible accident. I would not recommend to anybody to travel with New-Tours agency, which main office is located on Brighton Beach Ave. read more

Please for your sanity STAY AWAY! Paid $1800 for 5 day BUS tour to Canada, upon arrival to the place of departure was stuffed into small VAN instead of BUS. As per BBB, FB, CA, my lawyer, and small claim court, it is a common practice by this company NEW TOURS. This agency does not disclose means of you transportation till last 24 hours or not at all, we found out by accident day before when WE CALLED to confirm. We were informed that it's too close to trip day and NO refund will be issued. I notified this company of my mother's medical condition that may be triggered by small enclosed space. She had to be rushed to the hospital within 5-6 min sitting in this van. Two male Company owners were at the stop and stated that they "don't care" if she doesn' go on the tour, since no refund will be issued. Now you tell me if this company is someone you want to go with. PLEASE, AVOID, LEARN FROM MY STORY and save your elderly parents and friends from enduring unjust treatment from NEW TOURS on Brighton. read more

I bought three tickets to Philadelphia for old people (my relatives). I was told and it was written in the ticket to be at the pick up place at 7am in queens. We came to be exact at 6:58am. Bus wasn't there. The driver of the other bus from new tours, said the bus just left but he wasn't sure if it was ours and suggested to wait 10-15 min and then go to other point of pickup in Brooklyn. we waited another 10 min and drove to Brooklyn. got into huge traffic because of the pouring rain waited another 20 min in the other point of pick up. No bus showed up. I called the office asking for at least some decency to at least call us if the tour was canceled due to weather conditions or running late or whatever. Instead of accommodating/apologizing for not properly training drivers/tours guides to notify people. Obviously no one called. The manager Sveta was assuring that she called the bus driver switching the stories that the driver was there before 7am then she stated the bus was running 10 min late. The bottom line- no apologies, no offers to switch to other days/tours and no money refund. I would advise to be careful with this travel agency. I will never use them again. There are few others you can try- Glavstravel, Lodestar imho, they have better reputation. I used them many times and they reliable so far. read more

Stay from this agency!!!! They are Crooks and liers!!!!! My Mom purchased a 7-day tour from them for cash. Several days later they called and said that there is not enough people for a 7-day tour so therefore they re changing her tour from 7 to 10 days tour. More to that they told her that if she will not bring the rest of the money for another 3 days they will charge her more fees for cancellation of the hotel and flights which she wasn't even initially agreed on. Since the government shutdown happened the same tour which includes national parks and etc. there is no point of going to that tour, we were trying to get a refund as per their policy states " the agency will give you the full refund if force majore circumstances will occur" but they continuously lying that everything is open even though all the media states the opposite and refuse to return the money. As per the other return policy statement you can get a 50% refund between a month to 8 days prior to the trip, we were trying to get at least that but when we came to the office the manager and the front desk were very rude and refused to talk to us stating that we have to speak to the agent we've dealt with and that she holds the money and only she will be able to help, and when we called the agent she said we have to speak to the manager or the owner who has the money and that she doesn't make any decisions whatsoever in this case. If there's only one week left prior to the trip the agency will not give any money back whatsoever!!!!!! Plus they tell you that they cannot cancel any flights or hotels and the price for that cancellation is a full price .... Please give me a break!!! They re big crooks!!!!!! read more

NO WAY ! This is the most unprofessional tour agency ever. They just want to take your money . Once they do you can not get any more service from them. We needed to reschedule my moms flight due to weather conditions and were told that WE had to call the tour guide in Spain and make arrangements. I thought Travel agents are suppose to do that! Constant unpleasant surprises. They booked a tour for my mom that generally only runs in the summer. Upon arrival she was the only person there. The whole point of a group is that you want to travel together with other people and not on your own. She had asked them previously how many people were taking this trip and the response was we don't know the office in Spain takes care of it . As she was the only one there they offered her a train ticket to her next destination since they could not rent a full bus for one person or gave her the option to join a different tour in Spain. She opted to join the different tour as she was already in Spain. Had New Tours been up front with her she may have chosen to take the trip at a different time. But this company puts customer service and satisfaction on the back burner. MONEY FIRST! read more