well organised by Tourlane before we travelled. And good community/reminders of trips and details when we were in South Africa. Very little hassle/effort from our side- we could just enjoy the holiday... See more
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Prinzessinnenstraße 20, 10969, Berlin, Germany
Replied to 98% of negative reviews
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First and important: We did not book a trip and I can only rate the planing-process!
Ms. Sanchez was a friendly and helpful advisor. She did everything she could to tailor the offer to our needs. She was able to assist us in many aspects. In the end, we only decided not to book for cost reasons, as it would have been far beyond our budget. In the beginning, the scheduling moved a bit quickly, which felt somewhat pushy, but it is actually beneficial if you want to book a trip on short notice.

Reply from Tourlane
Our consultant was excellent and super friendly, fully understanding and fulfilling our wishes. Superb service. Highly recommended. The online consultation was fantastic! It saved us time, as we didn't have to visit a travel agency and received advices on the spot.

Reply from Tourlane
well organised by Tourlane before we travelled. And good community/reminders of trips and details when we were in South Africa. Very little hassle/effort from our side- we could just enjoy the holiday

Reply from Tourlane
I wanted to visit the lofoten and north Cape. The first offer of I received was only to the lofoten and not at the time I wanted to travel. In the second offer the dates were wrong again and double the stated Budget. After this somewhat chaotic start and expensive price I finally didn t book with tourlane, but decided to plan the trip myself.
2.12.25
Tourlane asked me to contact tourlane service to deal with my complaint. Which I did, never got a reply. Very unprofessionell dealing with complaints. i reduce my rating to one Star.

Reply from Tourlane
Great to start with ideation on website, our consultant was fantastic, the vacation was an excellent experience. I very much recommend Tourlane Services.

Reply from Tourlane
Booking our trip to Costa Rica with Tourlane was the best decision ever! From the initial consultation to the concierge service during the trip, we felt cared for every step of the way. We were truly at the center of everything they did — and that feeling is priceless.
Special mention goes to Elisa, our amazing concierge angel. She was always there when we needed her, never intrusive, and offered just the right suggestions without overwhelming us. Absolutely top-notch!

Reply from Tourlane
After a quick set up of interviews and our confirmation that we wanted to book the proposed trip, our "Expert" disappeared - no reaction not to emails (3x) nor to calls. No reactions from Customer Service. Unfortunately we had already booked our flights - we kept on trying for any information or feedback. Finally somebody took over and finalized the confirmed trip which was apparently not done so far. As a result of this the domestic flights were more expensive and all travels by train which were in the initial proposal were cancelled due to bad connection. However Tourlane is very quick when it comes to invoice timelines - with one day delay of payment they inform you that they will cancel the trip within 48 hours. The trip however was very nice but this was obviously more to the professional partner organization in the country. 1.5 weeks after our return we received an email wishing us a very nice trip. How bad can Customer Management be - this was for sure our first and last booking with Tourlane.

Reply from Tourlane
It was a great experience in Costa Rica with the family. It started with the service for finding the right trip for us, the wonderful app and the concierge service (Elisa) during the stay. Thanks!

Reply from Tourlane
Some miscommunication about the transfers i had paid for in the beginning of my trip, but otherwise perfectly organised

Reply from Tourlane
Everything worked like a charm. Every transfer, etc.

Reply from Tourlane
I booked my trip with Tourlane in Germany. My mistake was I trusted them and did not check the files they sent me. The result was I discovered the mistakes they did during my holiday. First of all, they wrote a wrong pick up point for my tour so I had to go to some other hotel to be picked up for the Niagara tour. They also sent me the same train ticket four times and when I asked them about the rest of them they answered they did, so I sent them a screenshot. After this, they FINALLY sent me the right tickets, but still did not admit they did a mistake or apologize. No apologies at all!!!! They even said they “renamed” the tickets… to pretend they were right all along or idk….in addition to this, they forgot to send me the QR code for the Esim and they said I should find one myself and they will pay me back. I am speechless and very sorry about the money I paid them. So, in conclusion: better book your trip by yourself than with this specific travel agency!

Reply from Tourlane
The employee who interacted with me was very competent and friendly.

Reply from Tourlane
From start to finish meaning coming up with the first idea to flying to Tanzania to actually planning it step by step Tourlane was super proactive and basically planned the whole thing. So grateful and as we arrived there everything went super smooth and we didn’t have to worry about a thing.

Reply from Tourlane
We are planning a trip to the south of Italy for our 50th year anniversary. Our specialist from Germany is Selina Weinert. So far, she's been wonderful! It took her no time to face time us and asked us about what our needs were and our budget, it would have taken us a long process. Selina tailored the trip exactly to our wishes and spend a few back-and-forth emails to get it right. She has scheduled face time with us three times through a link within one week. Selina is extremely professional, she is right on time with our face time sessions, very positive and enthusiastic about Italy, and promptly answered our emails. I am not easy to please because I am a traveler and my expectations are quite high. At times, we discussed the accommodations suggestions one by one. I have been concerned about their ratings based on my own research and knowing that the ratings in Europe can be different. Selina continues to research accommodations to assure that I am pleased. Celebrating a 50th year anniversary won't come again! So far, Selina has listened to my desires and concerns and adapted the itinerary three times in one week. No judgment on her part and always has a big smile as we work together. I would be doing another review about our trip that would be taking place on September 2026.

Reply from Tourlane
At the beginning of the year 2025, I traveled through Sri Lanka with my daughter for three weeks. I'm still thrilled with Tourlane's service. There were a few minor issues, but we were able to resolve them together. Unfortunately, I have to postpone my trip to Mexico in January 2026, but I will definitely book through Tourlane again when the time is right. The team is simply fantastic, uncomplicated, and very competent.

Reply from Tourlane
One hotel was not the best … much improvement but ok for one night…
Issues that did not include vouchers to leave train or go to airport at end of trip!!! The ferry was not mentioned and you could not travel from one place to the other place and do the booked and paid excursion…
Edited to add: the Macdonald hotel food was horrible and cold; and could not eat there without reservations and could not get the time we wanted and had to go to town which was not on our agenda for the day and had to eat outside in the cold since we did not have reservations there.
A little familiarity with the locations and hotels would have been great but it seems like you book without knowledge of area .

Reply from Tourlane
Mrs. Alicia Carr who consulted us for a short trip to Norway is very knowledgeable, friendly, was easy to be reached and put together a personalized trip in a short turnaround time. She made sure to ask the right questions to find out our interests and preferences. I can highly recommend her!

Reply from Tourlane
The travel agent was very friendly and never tried to force us to book things that didn't interest us. This is a refreshing change from most travel agents.

Reply from Tourlane
Perfect organized individual tour. Well educated people, knowing a lot about the countries

Reply from Tourlane
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