Berliner Unterwelten (Tour M) — Attraction in Berlin

I'm sure the tour would have been great, that's why we made a reservation. But we had the same poor experience as Hazel Madden did when booking. After ordering online, we got an order confirmation number. But when we showed up at the tour, they said the payment didn't go through, and we were not on their list. Then they fully booked without us. We received no notification or warning message that the payment didn't go through. I'm sure it was a simple bank transaction glitch, that if it was confirmed and tried again, it would have been successful. Berliner Unterwelten, please improve your system to allow for this notification. You have our email address, since you emailed an order confirmation. The workers at the tour starting point were just doing their jobs... except that I heard one say, "Schade". ("Too bad!").

This was a once in a lifetime opportunity for my family on vacation, and we missed out.. . ....

This tour was a highlight of our visit to Berlin. Our guide, Morgan, was a self-described history nerd with an obvious passion for the topic and a gift for teaching. His explanations were lucid and compelling, and we left understanding the history of the Berlin Wall so much better than when we arrived. But perhaps more importantly, the stories he shared of the real people whose lives were impacted -- the people who dug the tunnels, the loved ones they dug for -- brought everything to life in a way that simple facts and figures never could. My wife was touched to the point of tears. I cannot imagine a better way to understand the Berlin Wall. Thank you, Morgan! And thank you, Berliner...

I experienced very poor customer service when booking. I booked 4 tickets for Tour M and received a confirmation on screen that the order was placed. Several days later, I realised I had not received my tickets via email and emailed to enquire. I was told that the payment had not been successful and our booking was automatically cancelled. I was not provided with any opportunity to rectify the payment issue (which I didn't know about!). The tour now only has 1 ticket left, but the company will not add 3 tickets to the tour to accommodate us in the circumstances.

Very disappointed as we were looking forward to this tour and don't understand the lack of flexibility and...