Granada Travel Center — Local services in Granada

Horrific company. Don't spend your money here. I rarely write negative reviews but our experience with the Granada Travel Center warrants taking the time to write this. We bought three tickets for a tour of the Alhambra at 9am. The email said the tour would leave +/- 5 minutes from that time. We arrived at 9:03 to the meeting point to find it was completely empty of people. The tour group had left without us. We were very upset. We talked to the people at the reception desk and they called the company but no one answered. We had to buy new tickets for the Alhambra and forgo a tour. The following day we decided to go to the Granada Travel Center to tell them what happened and request a refund. In person is always better, right? Wrong. Sergio listened to us and called the reception desk at the Hotel Alixares. According to him, reception said we arrived at 9:30. Not true. The receptionists were as surprised as we were that the group left without us after being only three minutes late. We asked to call reception again and talk to them directly but he wouldn't. I called reception the following day and she confirmed that it was 9:03. Not 9:30. They even have video footage to prove it. Sergio lied. When I called to follow up after reception clarified we were indeed within the time window they were again unwilling to apologize and make it right. It's possible that the tours here are good. But the behind-the-scenes administration and customer service is appalling. I was angry the group left before they said they would and I'm furious they couldn't make it right when we tried in person and by phone. Our experience with this company makes me not want to return to Granada or Spain ever again. As a Spanish speaker that's a shame but I'd rather go where people are kind, honest and respectful.

Awful experience. Disrespectful, dishonest employees. Find another company to help you enjoy this area - there are plenty of other Alhambra tour options to...

I'm still furious, but trying to put the experience behind me. We booked a guided tour for the Alhambra through Granada Travel Center. Our tickets were for yesterday and said 9am +/- 5 minutes. We arrived at the Hotel Alixares meeting place at 8:45am to be safe. No one had a "Granada Travel Center" sign but we talked to the hotel front desk who basically said yes, the group outside was our group. We went for a quick coffee and returned to the lobby at 9:02. The group was gone. We asked the front desk - they told us to run & catch up with them at the Alhambra official entrance. We ran there but couldn't find anyone from Granada Travel Center - no banners, no logos on backpacks, no identifiers, nothing. And the official Alhambra entrance staff gave us no help either. So much for our group tour!

That afternoon we emailed Granada Travel Center basically asking, what gives? No response. So this morning we walked to their office to try and talk to someone in person. The manager invited us in and listened to our experience. Then he basically said, "No you're wrong; you arrived at 9:30." He claimed to have talked to the hotel and gotten that information. (??) Much more was said, and some heated words exchanged, but basically that was the end of it: he was sticking with his story and was unwilling to give us the benefit of the doubt. It wasn't about the money really; it was the principle of it all: to buy tickets and do our best to comply with instructions, then to have absolutely zero troubleshooting support and have the company not even have the courtesy to say they were sorry or admit to any potential fault on their part!

So what $116 bought us was a whole lot of stress, being gaslit by the company manager, and zero entrance to...

My husband had booked tickets with this company, as a surprise birthday gift, for me to visit the Alhambra. I was so excited but it all went wrong. He only had an email before we left the UK for our holiday in Malaga saying 'time to be confirmed.' We didn't realise we had to meet in a hotel near the Alhambra, but on arriving there was nobody there to meet us. We went to the Information Centre at the Alhambra where one of the staff kindly phoned he help number on our booking form to speak to them, as they told me they didn't speak English when I phoned them. The kind Spanish lady who phoned for us said the man at Granada Travel Centre was very rude to her and unhelpful. She asked him to at least send us a bar code or copy of the ticket, by Whatsapp or text, so she could still let us in, but they refused. I was very upset as we'd taken a couple of buses from Malaga to visit the Alhambra and then, due to Granada's unhelpfulness, we couldn't get in. On returning home my husband checked his emails and they'd sent us one out on the day that we were meant to visit saying to be there 'between 3pm and 5pm' which is a very long window. We were there between those times and there was definitely no tour guide. I think it's really wrong to assume that people are constantly checking emails for updates while away on holiday. It's not something we do as we go away to escape all that, so I really feel they should send out final details sooner than on the day, although as I said, coincidentally we were there during the correct time slot and no tour guide. My advice is to book directly with Alhambra Palace for tickets, not this unhelpful third party company who are happy to take your money but not...