TUI Musement Anmeldelser 211

This company is a scam! They said they came to pick us up and that we were a no show. We waited over an hour and we were at the pick up spot early. I called and they said they were coming back to pick us up. They never showed up to the resort. I'm waiting to see if they will return my money. Find anyone else to book with!

Lascio questa recensione qui perché purtroppo non è possibile farlo su Booking.com, che è la piattaforma da cui ho effettuato la prenotazione.
Ho prenotato una cena spettacolo sul Bosforo a Istanbul, ma purtroppo l’esperienza non è stata esattamente come descritta nell’annuncio. Il menù ricevuto a bordo era diverso da quello indicato nella descrizione della prenotazione.
In particolare per quanto riguarda le bevande alcoliche: nella descrizione era indicato che due bevande alcoliche erano incluse, mentre durante la cena ho dovuto pagarle separatamente. Se lo avessi saputo prima avrei probabilmente scelto un altro pacchetto, magari più completo, tra le tante opzioni disponibili.
Quando ho chiesto spiegazioni, mi è stato risposto rinnegando ciò che era chiaramente scritto nella descrizione dell’offerta, cosa che ho trovato poco corretta. Inoltre, nonostante l’errore non fosse dovuto a me, non ho ricevuto alcuna assistenza o soluzione.
Lo spettacolo e la navigazione sul Bosforo sono stati comunque piacevoli, ma credo sia importante che la descrizione dell’esperienza corrisponda realmente a ciò che viene offerto ai clienti, per evitare equivoci.

Hoy he comprado dos entradas para ver la sagrada familia el lunes 16 de marzo. No me dejaba comprar las dos juntas así que las he comprado por separado, asegurándome en todo momento de que fueran el mismo día y a la misma hora. Después del pago, he descargado las entradas en mi correo, observando que en una de ellas ponía jueves día 12.

He llamado a atención al cliente para que me explicarán que había pasado y para solucionarlo. Bueno, pues solución ninguna. Me han dicho que no pueden modificar la fecha de esa entrada, ya que la Sagrada Familia es uno de los proveedores que tienen que es poco flexible, y que la política de la empresa no dejaba hacer el reembolso porque faltan menos de 48h para la fecha de la entrada.

Después, he llamado a la Sagrada Familia, para ver si ellos lo podían solucionar. Me han dicho que de haberlas comprado en su página no habría habido ningún problema en modificarlo, pero que como las he comprado en MUSEMENT solo les compete a ellos cambiarlo.

Me siento estafada y engañada. Les he escrito al correo de support para que me den una solución o me reembolsen el importe, ya que se me está cobrando por algo que yo no he seleccionado y no voy a poder disfrutar y ha sido un error suyo.

La verdad que yo no repetiré a la hora de comprar en esta página, y tampoco lo aconsejo.

Respuesta a su respuesta, ya que no me deja responderles (12/3/26):

Les recuerdo que yo desde el primer momento no quise cancelar, si no modificar. Y ustedes se intentaron lavar las manos diciendo que la Sagrada Familia no admitía cambios, cosas que luego ellos me confirmaron que era falsa y era algo que les compete a ustedes.

Por otra parte, su política no se podría aplicar a mí caso, ya que, como os comenté, yo comprobé todo, y fue su página web la que falló y terminó seleccionando otra fecha diferente. Sumado a esto, al haber sido de ayer para hoy, y mi reclamación inmediatamente después de la compra, debería poder permitirse el derecho a reclamación y a que su política no se aplicará en este caso.

Es algo que ya os comenté, pero parece que estáis usando la técnica del disco rayado, repetir una y otra vez vuestra versión sin hacer caso a lo que os digo, para ver si me retracto y asumo la perdida de mi dinero. Os adelanto que eso no va a ocurrir

Cómo he obtenido una respuesta negativa y posteriormente una ausencia de respuesta a mí contra alegación, os he solicitado vía email que me enviéis la HOJA DE RECLAMACIONES. Si no obtengo respuesta en un tiempo prudente, procederé por otra vía en la Oficina del Consumidor.

Thieves stole my money!! a glitch in the booking system reset the proposed date and incorrectly booked the wrong dates. After calling customer services to explain, all they could suggest was buying the tickets again as they could not amend or cancel the tickets as per their policy!! In this day and age, to not be able to amend the dates especially with their system error is disgusting a just pure robbery of £51. DO NOT GO NEAR this company.

Sie locken mit einem 10% Rabatt, aber nachdem man sich registriert, wird klar, dass der Rabatt nich für alle Angebote gilt. Das grenzt an unlauterer Werbung.

Very disappointing experience with Musement. I booked two tickets for Mosteiro dos Jerónimos (booking reference MUS14382305, €70) and selected 18 February 2026 during the booking process. However, the reservation was apparently issued for 19 February without any clear or prominent warning before payment. I only discovered the problem when I arrived at the venue.
The tickets were never used, yet the refund was refused. Clio Muse Tours confirmed they issued the tickets based on the information received from Musement, so the issue appears to come from the booking platform itself.
My main concern is the lack of transparency in the purchase flow and the poor handling of the complaint afterwards.

Easy to navigate

Schnell und unkompliziert

To followup up on my review about the mistake YOU made on the date for Van Gogh museum tickets. It is indeed written that they are not refundable. However by refusing to modify the date of the tickets you made them useless. Nice try !

Me and my partner booked through the tui app to go on a tour around niagra falls for his birthday. A couple days before, the tour changed slightly with an earlier pick up time. Absolutely fine to proceed. We made sure to be at what we had been told in 3 emails was the pick up point at a hotel (front street West entrance) from downtown Toronto. We spoke to numerous staff who all pointed us to the west entrance and so we waited. For an HOUR in in a polar vortex so extreme cold! Turns out, this was not the pick up point. We finally managed to contact someone who then advised the ACTUAL address of 100 front street West which is the HOTELS EAST ENTRANCE! Incredibly confusing. We had no contact as the supplier said they did not have a number but this should have been on tui to provide. I had emailed the address I had advising there was no coach at 8am but received no response.

We were then told the driver had waited
For 20 minutes we were at both entrances at 8:05 there was no coach, clearly we're being lied to and gaslit.

We trusted this experience as tui recommended it on their app, TBCL has washed their hands and are deliberately not listening clearly to not help. Totally and wildly unacceptable.

Not wanting to miss out, we were advised to get an uber and then speak with the supplier. The uber cost around £100!! All we want is some recompense for the additional cost incurred for the vague and confusing pick up point but instead they want to offer a £30 voucher which expires in less than a year which i find insulting. The customer service are not understanding our point and just keep saying the pick up point was emailed 3 times (not the address, the vague description of an entrance to a hotel with 3 entrances)

It puts in to question if we can trust tui and their judgement, it has nearly ruined our holiday and my partners birthday. Especially through stress and emotional turmoil.

We booked on a trip to ouarzazate from Marrakech but cancelled due to being told by the rep on site told us that it was 4 hrs there and back and you only 3 hours when you arrived ,so the trip was mostly travelling , the trip was advertised as 10 hrs when in fact it was more 15 with the stop on the way , it's a long day when there is no food or drinks included. Would not recommend this trip

sämtliche meiner gebuchten Ausflüge wurden kurzfristig storniert und zwar nur deswegen, weil ich als Einzelperson nicht wirtschaftlich genug bin.
Hätte ich ich für eine 2te imaginäre Person dazu gebucht, also doppelten Preis!! dann wäre man so nett gewesen mir die Örtlichkeiten zu zeigen.
Ich bin ehrlich sauer, entsetzt, enttäuscht und fühle mich auch minderwertig so abgefertigt zu werden.
Einen Zuschlag, wie im Hotel etc. hätte ich ja akzeptiert, aber gleich das doppelte draufzahlen? für nichts.... Habe doch keine Gelddruckmaschine im Keller

I booked 2 tickets for the Reina Sofia Museum and I clicked on the date that I wanted to visit, on March 7th, 2026. When I went to pay, suddenly the 7th had changed to the 1st. It was too late for me to stop the system and the tickets were purchased. When I tried to change the date, there isn't anywhere in the website the "content form" to change the dates. You need to call UK in order to change the dates. I found an email not on the website but simply on internet and they told me that it was IMPOSSIBLE to change the dates. I will complain with the museum too so that they know that this company is a scam. How ridiculous that you cannot change a simple date!!! This is a scam for sure, thievery in internet!!!

Jan 23,
You just answered me, but you are not understanding that I am not searching for a refund, I simply want to change the date!!!!!! You are answering as if I wanted my money back, I want to only change the date from March 1 to March 7th.

reeds eerder geboekt bij tui musement, heel goed

Easy booking process. Tickets received as expected and always the best price.

Everything ok, but I would prefer by far to pay in EUR and NOT USD. This will incur exchange costs for me!

Acquistati 4 biglietti in data 5 dicembre 2025 per visita ad Auschwitz-Birkenau con prelievo in hotel il 30 dicembre ore 7.00 durata 7 ore e 30 minuti.
Alle 20.30 del 29 dicembre ricevo SMS con il quale mi informano che la visita a causa di un disguido non si può fare e che posso scegliere o il rimborso o farla il 31.12. Rispondo ok per il 31.12 e chiedo conferma per orario prelievo in hotel ..ore 7. Nessuno risponde, provo a telefonare e nessuno risponde..la mattina del 30 chiamo numero assistenza di Milano...che non ha indicazioni... attende risposte da operatore locale. ALLE 17.30 arriva sms che il tour ha qualche modifica😀.. ma si fa! Badate bene: prelievo in hotel alle 2.15 del mattino, attesa tra le 2 e le 4 ore (ma potrebbe anche essere maggiore) per avere i biglietti (quindi li acquistano al momento!!) e poi indicano una durata di circa 11-12 ore escluso il tempo di attesa...rispondo immediatamente che le condizioni sono per noi inaccettabili chiedo di cancellare ns prenotazione e di avere il rimborso di quanto pagato...oltre 400,00 euro! Evidente che la cancellazione non potevo farla prima delle 24 ore come da loro regola.. essendo stata informata soltanto 10 ore prima del prelievo in hotel!
Eppure assistenza di Milano dice che non rimborsano!
Consiglio: statene alla larga.
E la domanda è: pago il 5 dicembre un tour, che immagino dovrebbe garantire accesso veloce e non hanno neppure i biglietti..allora me lo esplicitate con chiarezza... personalmente è la prima volta che uso questa piattaforma.... e anche l'ultima... con altre, come get your guide sempre andato tutto bene... Tra l'altro sul volo di ritorno due signori mi hanno raccontato che anche loro avevano prenotato visita il 30 con get your guide e gli è stata cancellata ma con avviso 5 giorni prima e proposta per il 31 che non hanno accettato per le condizioni variate ma gli hanno riconosciuto il rimborso, e tra l'altro hanno così avuto tempo di organizzare visita in un agenzia locale per il 31 partenza ore 8 del mattino.

Muy ágil el proceso de compra