TourHeroReviews of tourhero.com

I worked for them and they scam people, do not trust the founders

Booking the trip itself was easy, but my experience after major travel disruptions was extremely disappointing. Due to the Middle East conflict, my flights were canceled and I was no longer able to travel as planned. I reached out hoping for flexibility or alternative options, but felt there was very little support once problems arose. My concern wasn’t the conflict itself — that’s outside anyone’s control — but rather the lack of reasonable accommodation and communication afterward. I understand policies exist, but customers need support when circumstances make travel impossible. I left feeling that the process works well as long as everything goes perfectly, but if significant issues arise, flexibility and customer care become limited.

I'm sure if all goes to plan, it's a great company, but when war erupted this Spring they refused to refund any of our participants, claiming the trip could still go. Every one of our flights cancelled. We had no way to get into the country and they still refused to cancel or refund us. The operators in country refunded Tour Hero, but we still got nothing back. Communication was terrible throughout. $1700 per traveler gone.

Unsolicitied spam emails from AI bots. Fraudulent and misleading.

I’ve debated for weeks whether to share this publicly. I was hoping truly hoping that the companies responsible would step up, acknowledge their negligence, and make me whole again. But after more than a month PLUS of silence, avoidance, and deflection, it’s time the world knows what happened. When I landed in Kenya for what was supposed to be my fourth and most inspiring trip yet, I had no idea that within 45 minutes, I would be robbed, beaten, and left fighting for my life due to the reckless actions of the driver assigned to me by operators contracted through TourHero and executed by their partners Shiri Adventures, aardwolf Africa Adventure Safaris, Njambi Adventures. I was dragged, assaulted, stripped of over $11,000 worth of equipment and essential items, and left traumatized in a country I had always held close to my heart. I am still dealing with the physical soreness and the psychological fallout. And despite all this? Not a single company involved has offered compensation. Not one has taken accountability. Not one has provided a path forward. All of my bookings, every tour, every service, were managed through TourHero, yet they have chosen to leave me stranded without answers, without support, and without even the bare minimum acknowledgment of what I went through. Even the Kenyan Tourism Department & U.S. Embassy in Nairobi, in all honesty, useless in helping me navigate this crisis. I was left to fend for myself with no money, no belongings, and no institutional support, JUST excuses while trying to buy time to let things subside. This experience has turned my life into a nightmare since the moment I boarded what could have been my last flight ever. I’m still piecing myself back together. I’m sharing this now because I refuse to let my story be buried under corporate silence. Customers deserve better. Travelers deserve safety. And companies must be held accountable. If you’re considering using these services, please… think twice. - I would hope this is not the best attempt at a response, (with chatgpt at that) _ I will gladly break down your response. Thank you for taking the time to share your experience, Xavier. We're truly sorry for what happened during your trip — it was a distressing situation, and we want you to know we're treating this with the seriousness it deserves. - Taking a month plus only to tell me to reach out to my credit card company for refund is what? For transparency, we feel it's important to share that our team stepped in from the very beginning and did everything we could to support you throughout the incident. - No from the beginning, you gave the illusion of helping while biding time to remove yourself from this. incident - you are still yet to take accountability. The moment we were informed, we stayed in contact with you and worked directly with the operator to help you navigate the situation. We immediately provided you with a credit card for emergency use, helped coordinate on-the-ground arrangements, and facilitated several logistics to make sure you were not left without options. - you gave me a card to replace the exact amount of cash I had stolen. so no you basically replaced my liquid cash. We're very sorry that despite these efforts, you were still left feeling unsupported. - your actions through all this and the final email you sent apparently say otherwise. Upon your request, we have now reopened your case and escalated it further internally. - closing my case in the first place was a big mistake on your end. THANK YOU FOR ADDING THAT TO MY LIST. This triggers an additional review process on our end, which typically takes 4–5 days to complete. You can expect a clear action plan from us once the review concludes. - What ever your review yields, will not compensate the amount of therapy i would need to sort this whole ordeal. Our co-founder has already reached out personally to continue the conversation and work toward a path forward. Your feedback and your peace of mind matter deeply to us and we're committed to seeing this through. - We werent saying this before my case was closed. The fact that I had to escalate it myself for you to even consider doing that is SAD on its own. We're sincerely sorry for the stress this has caused, and we're taking every step necessary to address it properly. - had to belive when you email clearly says - EFF OFF- in the most professional tone. So again - Thank you for helping bring more light to this.

This is extremely disappointing. It's now the second time I've joined a scheduled call and no one showed up. Why reach out to content creators, encourage them to set appointments if you're not going to respect people's time? This kind of inconsistency reflects a serious lack of professionalism from TourHero. I expected better.

A trip with 140 people is inevitably going to be so much worse than something with fewer people. With 140 people you have to go with buffets and low-quality pre-fix menus. You have a wait a ton. The tours we were taken on are diluted to the bare minimum - i.e., a walk through a place that I could have financed for the trip of an Uber, $4 not $35. The Amazon experience had the potential to be cool but in groups of 25 people walking through the Amazon feels like a field trip, not an experience. It was clear on this trip that TourHero was looking to pump up profits while giving us the bare bones, inauthentic Brazilian experience. I will not be going on a TourHero trip again, as anyone who has traveled some amount before knows this is not what you look for when visiting a new country. A worse experience at a higher cost.

Poorly planned Patagonia trip. Execution and communication was terrible. Just plan your trip yourself