Iceland Travel Arvostelua 

Be very careful with verbal statements about additional costs
One important lesson from our experience with Deluxe Iceland is: do not rely on verbal assurances about pricing; ask for the terms in writing before paying.
When our adult son decided to join part of our already-booked trip, we were told that his additional cost would essentially be the additional accommodation. After two disappointing accommodation experiences during the tour, our son compared the amount charged with the publicly advertised rates for the hotel rooms used during his stay and calculated that the amount was approximately 77% higher than those public rates.
His calculation prompted us to look more closely at another addition to the trip. Our original itinerary included three nights at the Reykjavik EDITION. We later added a fourth night at the same hotel. Deluxe Iceland charged us ISK 325,000 for that extra hotel night alone. The Blue Lagoon Retreat Spa, guide and transportation that we added were charged separately. Only after our son drew our attention to the apparently very high accommodation charges did we check the public rate for that added night. The ISK 325,000 charge was more than twice the publicly advertised rate we found for the same room category.
Because these differences were so substantial, we asked Deluxe Iceland for an itemized explanation of the accommodation charges. The company refused to provide supplier rates or a breakdown, explaining that it sells a complete tailor-made service rather than itemized services.
That may be their business model, but prospective clients should understand the consequence: a verbal statement that an addition will cost “only the accommodation” may not mean anything close to the hotel’s publicly advertised room price.
My advice is simple: before paying for any addition, ask Deluxe Iceland to state in writing exactly what the additional charge includes and how much is being charged for the hotel accommodation itself. I would even suggest asking, before accepting the tour proposal, whether Deluxe Iceland will provide an itemization of the major components of the tour and, if not, deciding whether you are comfortable purchasing a package whose underlying accommodation and activity costs will not be disclosed.

Mathew was a perfect guide and Alex a top bus driver. What a beautiful place to see the Northern Lights! We had a fantastic experience, thanks in part to you! Thanks!

I should have known I was in trouble when I received my first travel documents and they were clearly for someone else's trip. On Day One in Iceland when I picked up the uncharged and rather outdated tablet again it was programmed for someone else's itinerary. When I alerted Iceland Travel to the fact that our tablet was uncharged (basically unusable because charging was a 12 hour affair) and setup for someone else they seemed unconcerned. Wasn't it lucky that the car rental was able to set it for our trip they said. Are you kidding me? It should have been fully charged and set for our trip the first time I went to the rental car counter not the 4th time.

The hotels they selected were generally good but our preference for bed types in our rooms was clearly not communicated to the hotels we stayed in because they had to keep making changes to the rooms. And our latest check in time was on Day One when we had flown over night and arrived prior to 6 am. This is really the only day we needed an early check in. We ended up sleeping in our car while we waited for our room.

But it gets worse. We were googling the distance between our hotels and our next hotel came up as closed. Our trust in Iceland Travel was definitely not very high so we called the next hotel and the owner of the hotel said he was trying to reach us because he wasn't open. I told him the reservation had been made through Iceland Travel and he told me he had spoken to them. He set us up with an alternate hotel and I didn't even bother to call Iceland Travel. Really, why bother? Clearly we were on our own but don't make the mistake I made book with a reliable company because if something goes wrong you are totally on your own despite what Iceland Travel may tell you.

Absolutely dreadful company. I booked an excursion online and had to cancel it as we were unable to travel. I was told that I would receive a full refund to my credit card within a few days. 6 months later I am still waiting. Despite investigation by my credit card provider and numerous emails to which they always reply that they are investigating, I am still waiting. It is a ridiculous situation. I would never use this company again.

Iceland Travel lacks customer service. The office manager held the position that they are not at fault from the very start since she based everything on email hence your phone calls to the agents do not count. Despite air itinerary disconnected between office staff and customers. When we were instructed to take a taxi to catch up with the group at the next destination. The manager sent me an email accusing me that I chose to take the more expensive mode of transportation instead of the buses. When I confronted her that we were instructed to take a taxi she decided to reimbursed us half the cost for the taxi ride. So the verbal insult from the manager got me a $100 Euro - dang I was cheap! My husband and I have been to 32 countries but this is the first time that we had to book our own air travel. When I was unsure I even called the agency to confirm but I guess there is a major disconnect between Iceland Tour office staff and I. So phone calls are not going to save you if anything goes wrong. The manager will only go by email communications hence her position was that the whole fiasco was our fault. They are sweet peas when nothing goes wrong but refuses to acknowledge their shares of mistakes. The South Coast, Golden Circle & Snaefellsnes itinerary is actually really light. There's a lot of driving to cover the vast distances but not much time is spent at each site; maybe due to the cold weather or the group we had. In order to keep the tour package cost down, the dinner has only one course, anything else you want will be out of your own pocket. Lunch was cafeteria style at Tourists Visit center. Icelandair Hotel Reykjavik Natura is old and has a musky smell but you will get used to it or too tired to care; however the front desk was very helpful. Icelandair Hotel Fluoir is another old hotel and doesn't even have coffee or tea available in the room. This package is supposed to be 7 days and 6 nights. First day is on your own and it's your arrival day, and last day is departure so it is really 5 days and 4 nights. If they would quicken the pace a tad, the itinerary itself only calls for 3 days and 2 nights and at best it should be 4 days and 3 nights. The local guide Erling is good. For this tour, there was a total of 6 in the group and the eldest couple is in their 90s and the other couple is in the 70s. We are in our 50s and so very slow pace.

Response to Oddny -
Like I said, I mentioned to the office manager that I had several phone conversations at my own expense to go over my air itinerary and nothing was ever mentioned by your office staff. Also while we were in Iceland, again at my own expense, I made several phone calls (one with Ingunn) and several with Anna. I was instructed by Ingunn to take a taxi and even though I shared this information with Anna over the phone; she accused me of choosing the more expensive mode of transportation! Ingunn sent me an email with bus option but I didn't received that until my arrival at the hotel with the taxi. Even with Anna, when she was trying to dial to my room, the front desk transferred the call but the phone never rang in the room hence after a bit of wait I called her again. I cannot be responsible for internet delay or phone not working in a hotel room! So the so called good will gesture was after the slap on my face from Anna. No customers should be accused of doing something, especially she chose to have selective hearing and ignore what I have already told her. All these just reinstated my point that your office did not own up to some faults in this whole incident.

From the booking of the trip and dealing with Ingunn, it was great customer service! Our tour guide Mandy & driver were awesome as well. Girl power!!! We enjoyed everything in our Iceland trip except for not seeing the Northern Lights but still...Thank you!!!

We had a 7 nights bus tour for Ireland. The second day was hit by storm, but the rest went pretty well.

Well organized,Tour guide and bus driver were superb.
Tour unfortunately cut short due to bad weather and they made every effort to still cover visits that were scheduled for the first day .
However this made our stops very rushed and not sufficient time for more in depth exploration or photography.

Great Experience!

It was a great experience. Iceland is a very beautiful country. My wife and I were on our honeymoon and loved every second of it.

Iceland Travel's (Iceland Complete) tour was exceptional. We encountered no problems from start to finish, be it transportation, accommodation, activities etc. Our tour guide Christine was very knowledgeable and kind, making our experience an even better one. Our tour bus driver was also great, making us feel safe all along the road.

Excited to come back and use Iceland Travel's services again.

Great way to see Iceland! We appreciated having our vehicle and hotels arranged for us, while being able to move about the country otherwise on our own. This allowed us to see and do so much! We added a few excursions on our own (snorkeling in Silfra, snowmobiling, ice cave tour, Reykyavik foodie tour), but otherwise did our own thing, which was invaluable in a country that experiences such varied weather and crowd levels throughout the day.

The provided tablet/app worked well. Hotels were great. We were literally off our plane and into our car within 30 minutes, with clear directions to our hotel. I wish there were more travel companies that operated this way!

Our tour guide, Erling Erlingsson was terrific. He was organized and gave us a clear schedule. Erling was very knowledgeable and gave us a lot of information and answered our questions. With the challenges of the weather, I felt safe with him driving and appreciate the work he did with the company to adjust the schedule when needed.

The reason I didn’t give 5 stars is because it felt like the company was being cheap regarding food. When i saw a single course meal in the information about the trip I assumed it was the norm for Iceland. However, it is clearly not and was both awkward and inconvenient. Just charge a little more and provide a complete dinner for the hotels with table service dinners.

I would gladly travel with Iceland Travel again.

Some missing info but overall was great. The gps unit don’t bother but the tablet was absolutely great.

The tour and our tour guide were awesome. We saw some of the most beautiful sites and the guide was informative and very interesting. I would definitely recommend this tour to others.

What a beautiful country, even in the harshest of winter conditions!
This was a very well run trip, our guide, Erling Erlingsson, was outstanding; he is well organized, resourceful (due to multiple weather related replans), and always safety conscious.
Erling truly made our trip a real joy!

Service couldn't be better. Went right to the rental desk as the airport and were in our car in a few minutes. The app on the tablet was incredibly helpful in planning our journey. Also the selection of hotels was perfect! Great Job!

We had a lovely weekend. Everything went smoothly and Iceland Travel were very quick to reply to emails and very helpful answering any questions we had.

The hotels were all very nice and the food was excellent. I believe that the tour gave us a great feel for the country. The weather was perfect for Iceland in November. To top it off, we were able to view the Northern Lights on our last night. Our guide was very personable, knowledgeable and it was apparent that he had a great love for Iceland that he wanted all of us to feel the same. Excellent trip and I will recommend to anyone who wants to experience Iceland.

Very easy to travel as everything is ready in advance. Everything was booked in advance. Price are reasonable. Good in customer services. Prompt in reply in my messages. Thank you

All services were provided exactly as was represented, on time and as prices. The tablet, though helpful needs improvement. We ended up using our phones more than anything else for navigation purposes. Accommodations were simple but clean and in good repair. The car worked great. The overall experience was awesome. Would use Iceland Travel again.