Absolute garbage for customer service. The tour guide dismissed us and said to contact customer service who was also less than helpful. No refunds. PERIOD. $16160 ISK gone. 🖕🏼
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Veja o que dizem as avaliações
We have done 2 tours and can't recommend them enough. Northern lights our guide was brilliant, knew his stuff providing plenty of info and made an extremely cold night where you just have to wait arou... Ver mais
Absolute scam of a company! Clearly told me in an email that if I gave them 24 hours notice in writing I would be fully refunded for my tour that I eventually could not make, they are now choosing to... Ver mais
A empresa respondeu
Booked several tours in February 2020. Cancelled in April. Still waiting for full refunds. Parent company now says they won't refund until at least April 2021, but I'm guessing they will just extend... Ver mais
A empresa respondeu
Detalhes da empresa
Escrito pela empresa
Arctic Adventures is an adventure tour operator based in Iceland offering various activity tours around Iceland. Established in 1983, we specialize in hiking, rafting, snorkeling, snowmobiling and much more. We are a local Icelandic tour operator and o...
Informações de contato
Skutuvogur 2, 104, Reykjavík, Islândia
- +3545627000
- info@adventures.is
- adventures.is
2,7
Ruim
166 avaliações
Respondeu a 100% das avaliações negativas
Normalmente responde dentro de 1 semana
Como esta empresa usa o Trustpilot
Veja como as avaliações e classificações são obtidas, pontuadas e moderadas.
We had such an amazing unforgettable…
We had such an amazing unforgettable experience with arctic adventures! More specifically Björn our guide was incredible; the weather wasn’t great but he was able to light us up and offer alternatives wherever possible. You could just tell his knowledge and hospitality was invaluable which made it for us. We will see you soon again! regards, Alexia and Manuel
14 de março de 2024
Avaliação não solicitada
Resposta de Arctic Adventures
Dear Alexia and Manuel,
Thank you so much for taking the time to share your wonderful review on Trustpilot. We are thrilled to hear that you had an unforgettable experience with Arctic Adventures and that our guide, Björn, played a significant role in making your trip memorable.
It's heartening to know that despite the less-than-ideal weather, Björn's expertise, knowledge, and hospitality shone through, ensuring you both had a fantastic experience. We take great pride in our team of dedicated guides who go above and beyond to create exceptional experiences for our guests, and your feedback confirms the value of their hard work.
We deeply appreciate your kind words and the positive feedback. It is reviews like yours that not only brighten our day but also motivate us to continuously improve and provide excellent service to all our future customers. At Arctic Adventures, we strive to make every tour special, and knowing that we succeeded in doing so for you is incredibly rewarding.
We are delighted that you are considering visiting Iceland again and would love to welcome you back for more adventures. Should you decide to explore more of Iceland's stunning landscapes and activities with us, please do not hesitate to reach out. You can contact us anytime at info@adventures.is, and we will be more than happy to assist you in planning another remarkable journey.
Once again, thank you for your fantastic review and for choosing Arctic Adventures. We look forward to seeing you soon and creating more unforgettable memories together.
Best regards,
Arctic Adventures team
Had a great and unbelievable experience…
Had a great and unbelievable experience with artic adventure tours in iceland they take really good care of tourists and have really good knowledge of the area. Really polite, friendly and never rush the tour our guides were Ellis and Kat they are awesome people thank you guys for this unforgettable experience God bless 🙏
5 de junho de 2024
Avaliação não solicitada
Resposta de Arctic Adventures
Dear Ignacio,
Thank you so much for sharing your incredible experience with Arctic Adventures on Trustpilot! We are absolutely thrilled to hear that your tour with us in Iceland was great and unforgettable.
Ellis and Kat will be delighted to hear that they made your journey special with their knowledge, politeness, and friendly demeanor. They are indeed amazing guides who are passionate about showcasing the beauty of Iceland while ensuring our guests have a relaxed and enjoyable experience. Your kind words about them mean a lot to us and will surely motivate them to continue delivering exceptional service.
At Arctic Adventures, we strive to provide memorable experiences that exceed expectations, and we are delighted that we could contribute to your trip in such a positive way. Your feedback is truly valuable to us as it helps us understand what we are doing well and where we can improve to make our services even better for future guests.
We would love to welcome you back on another adventure with us whenever you decide to return to Iceland. Whether you're looking to explore more of Iceland's natural wonders or seeking new experiences, we're here to make your next trip just as incredible as the last one. Please feel free to reach out to us at info@adventures.is if you have any questions, concerns, or if you'd like to discuss your feedback or future travel plans. We are here to assist you in any way we can.
Once again, thank you for choosing Arctic Adventures and for taking the time to leave us such a kind review. We are grateful for your recommendation and look forward to the opportunity of welcoming you back to Iceland soon.
Best regards,
Arctic Adventures team
They lost our pictures from the tour
We booked a small group northern lights tour with photos. They took our pictures but after the tour, they werent able to upload our photos. They lost our photos that they took. Arctic adventures did not provide any refunds. Do not book with this company. Their negligence cost us our magical memories.
7 de abril de 2024
Avaliação não solicitada
Resposta de Arctic Adventures
Dear Cecille,
Thank you for sharing your feedback, we deeply regret to hear about your experience with the photographs from your Magical Aurora Northern Lights tour. We understand how disappointing this must be for you.
Please accept our sincerest apologies for the frustration this situation has caused. Providing photos from the tour is a free-of-charge service we offer through our guides, who strive to capture these moments as best as possible. In some cases, when the Northern Lights are not visible or the photo quality is not satisfactory, our guides may choose not to upload the photos to the shared drive and for this, we apologize. It is important to mention that this is a complimentary service we provide for the Northern Lights tour, meaning that we do not charge extra for the photos.
We are committed to improving our communication and procedures to prevent such disappointments in the future. Your experience has highlighted areas where we can enhance our service, and we are actively working on these improvements.
We hope that you will consider giving us another chance in the future to provide you with a more enjoyable and memorable adventure. If you have any further questions or concerns, please don't hesitate to reach out to us at info@adventures.is. We would love the opportunity to address any issues and ensure that your next experience with us exceeds your expectations.
Thank you once again for bringing this to our attention. We hope to resolve this swiftly and restore your confidence in our services.
Best regards,
Arctic Adventures team
J’ai fait un malaise et perdu…
J’ai fait un malaise et perdu connaissance, j’ai perdu beaucoup de sang et du coup j’étais très faible
Tout ça 4 heure avant l’excursion
Je me suis quand même rendu sur place et seulement mes enfant ont fait la sortie
La personne sur place m’a dit qu’il faisait un e-mail pour expliquer la situation et que je serais remboursé
Depuis que je suis rentrée j’ai envoyé des e-mails, mais ils ne veulent rien savoir
Il fallait prévenir 24h avant
C’est honteux et scandaleux
Il aurait fallu que je sois morte pour être remboursé
Ça leur a rien coûté, c’est quand même dingue de ne pas rembourser, alors qu’il y en a pour 230 euros et assez déçu de n’avoir pas pu faire l’excursion
Du coup faite attention, pas le droit d’avoir un accident avant l’excursion
4 de março de 2024
Avaliação não solicitada
Resposta de Arctic Adventures
Dear Da Silva,
We are truly sorry to hear about your unfortunate experience and the circumstances that prevented you from joining the excursion. We understand how frustrating and disappointing it must have been for you and your family.
As mentioned in our email communication with you, we sympathize with your situation. We have provided a cancellation certificate outlining the circumstances surrounding your inability to participate in the tour. This certificate can be presented to your insurance company to seek compensation.
However, we must clarify that our cancellation policies are in place to ensure the smooth operation of our tours and same rights for all our customers. Unfortunately, our policies apply even in cases of accidents or unforeseen circumstances. While we understand that accidents can happen, if the incident is not the company's fault, we are legally not responsible for issuing refunds in such cases.
Nonetheless, we take your feedback seriously, and we will use it to review and develop our policies for the benefit of our future customers. We deeply regret any inconvenience you have experienced and apologize for any frustration caused.
If you have any further questions or concerns, please do not hesitate to reach out to us directly at info@adventures.is. We appreciate your understanding and hope to have the opportunity to serve you better in the future.
Best regards,
Arctic Adventures team
We booked a 7-day complete tour
We booked a 7-day complete tour, expecting to have a comprehensive experience of Iceland, especially witnessing the Northern Lights. However, our tour guide was of no help. We were left on our own to monitor and chase the aurora in extreme cold in the middle of the night. Our tour guide showed no concern whatsoever. Only five of us were able to catch a glimpse of the aurora because we stayed out late, monitoring the app. The rest of the people in our tour missed out for the entire duration. Some had to pay for another tour with a different company just to see the aurora. The whole group could have experienced it if the tour guide had made an effort. Disappointing!! A waste of money, time, and resources.
Additionally, our assigned tour guide was rude, unenthusiastic, and unwelcoming. He allowed us to exit the bus even when there was strong wind, without any warning. As a result, my mom ended up tumbling over and injuring her hand and leg."
Dont book any tour with them!
27 de março de 2024
Avaliação não solicitada
Resposta de Arctic Adventures
Dear Hazel,
Thank you for sharing your feedback with us. We sincerely apologize for any inconvenience or disappointment you experienced during your 7-day adventure tour with us. Your satisfaction is of the utmost importance to us, and we truly value all feedback, both positive and negative, as it helps us to improve our services.
We understand and share your frustration regarding the Northern Lights experience. As discussed via email, we acknowledge that the situation with the Northern Lights tour was indeed misleading and fell short of your expectations. We have taken immediate action to rectify this by offering a refund for our mistake. We apologize for any inconvenience this may have caused.
Furthermore, we are deeply concerned to hear about your experience with your assigned tour guide. It is unacceptable for any member of our team to display rudeness or lack of enthusiasm, and we sincerely apologize for the behavior you described. Rest assured, this matter will be thoroughly addressed with our operations team for further training and improvement to ensure that such incidents do not occur in the future.
We truly hope that the resolution of your complaint was swift and fair, and we would like to extend our sincerest apologies once again for any disappointment or inconvenience you experienced. We genuinely value your feedback, and we are committed to making the necessary changes to ensure a more enjoyable and seamless experience for our guests.
We understand that you may have lost trust in us following this experience, but we sincerely hope to have the opportunity to welcome you back on another adventure in the future. Please feel free to reach out to us directly at info@adventures.is any time if you have any further questions or concerns.
Thank you for bringing these issues to our attention, and we hope to regain your trust and welcome you back for a truly memorable experience.
Best regards,
Arctic Adventures team
Os lo podéis ahorrar
Os lo podéis ahorrar, fue una completa decepción. Podéis hacer lo mismo si teneis un coche de alquiler. Contratamos la excursión de Magical Auroras-Northern lights tour pensando que aportaría un valor añadido, porque desde el autobús harían algún tipo de búsqueda para encontrar las auroras.
No fue así.
Nos recogieron en nuestro hotel en el bus, en una noche de cielo completamente despejado e índice KP 3 y simplemente condujeron 15 km fuera de Reykiavik, estuvimos ahí parados esperando, y como al cabo de hora/hora y media no habíamos visto nada, nos subieron en el bus, 10 minutos más, paramos en otro sitio, estuvimos ahí esperando otra hora y media/dos horas aproximadamente y nos devolvieron al hotel. No hubo un intento real de buscar allá donde podía haber auroras.
Tenemos la certeza de que otra gente que salió la misma noche de nuestro hotel y a la que llevaron más lejos SÍ las vieron. No fue una cuestión de la dificultad de verlas por el fenómeno, sino porque la empresa te vende una mentira.
Pedimos la devolución de nuestro dinero porque nos sentimos engañados, pero se han negado. No perdáis vuestro dinero.
24 de fevereiro de 2024
Avaliação não solicitada
Resposta de Arctic Adventures
Dear Anabel,
We sincerely apologize for the disappointment you experienced during your Northern Lights tour with us. Your feedback is invaluable to us, and we appreciate you sharing your concerns.
We understand your frustration with not being able to witness the Northern Lights despite favorable conditions, and we regret any inconvenience this may have caused. Please know that the Northern Lights are indeed a natural phenomenon, and sightings can vary depending on several factors, including weather conditions and solar activity.
After receiving your feedback, we have thoroughly discussed this situation with the guide in charge of your tour to ensure that appropriate measures are taken to improve our services in the future. We are committed to providing our customers with exceptional experiences, and we apologize if we fell short of your expectations on this occasion.
As confirmed in our email communication, we would like to offer you a free rebooking option for the Northern Lights tour for the next 3 years. Anytime you return to Iceland, simply provide us with your original booking reference number, and we will be more than happy to assist you with the rebooking process. We hope this gesture demonstrates our commitment to ensuring your satisfaction and providing you with the opportunity to experience the Northern Lights under more favorable conditions.
Once again, we apologize for any disappointment or frustration you may have experienced, and we appreciate your understanding. If you have any further questions or concerns, please do not hesitate to contact us. We value your feedback and are here to assist you in any way we can.
Best regards,
Arctic Adventures Team
Extremely patient guides with old…
Extremely patient guides with old people, knowledgeable, and funny.
26 de fevereiro de 2024
Avaliação não solicitada
Resposta de Arctic Adventures
Dear Aqba,
Thank you so much for taking the time to share your feedback with us on Trustpilot! We're thrilled to hear that you had such a positive experience with our guides during your tour.
At Arctic Adventures, we strive to provide exceptional service to all of our guests, regardless of age, and it's wonderful to hear that our guides were able to exceed your expectations with their patience, knowledge, and humor.
We truly appreciate your kind words and recommendation. It would be our pleasure to welcome you back on another adventure when you decide to return to Iceland! If you have any further questions or concerns in the meantime, please don't hesitate to reach out to us at info@adventures.is.
Thank you once again for choosing Arctic Adventures, and we hope to see you again soon!
Best regards,
Arctic Adventures Team
Bad experience but got refund
We booked the northern lights tour, the tour guide took us 20minutes away from the city to one stop ( so not really a tour), we barely saw anything and they considered that as seen (so we cannot rebook the free one) , our photo was not taken and we were not given blankets.
I would recommend just going to a spot away from the city to known sighting spots which can be found easily with research.
I would not recommend this company.
We have requested a refund.
Update : After back and forth with customer service they have issued a refund so I am increasing the rating from 1 to 3.
24 de fevereiro de 2024
Avaliação não solicitada
Resposta de Arctic Adventures
Dear Richard,
Thank you for taking the time to share your feedback with us. We sincerely apologize for the disappointment you experienced during your Northern Lights tour.
We understand your frustration with the limited duration of the tour and the lack of amenities provided. Your concerns have been taken very seriously, and we have already discussed this situation with the guide in charge and operational managers to prevent such occurrences in the future. Providing exceptional experiences for our customers is our top priority, and we regret that we fell short of your expectations in your case.
We're glad to hear that our customer service team was able to assist you with your refund request, and we appreciate your understanding throughout the process.
While we regret that your experience fell short of your expectations, we hope that you will consider giving us another chance in the future to provide you with a more enjoyable and memorable adventure. If you have any further questions or concerns, please feel free to reach out to us at info@adventures.is.
Thank you once again for sharing your feedback with us, and we wish you all the best in your future travels.
Best regards,
Arctic Adventures Team
The Ice Cave Under The Volcano.
The worse experience on the way towards The Ice Cave Under The Volcano - Katla Ice-cave Tour From Rey. The experience was horrible, the ride towards the meeting point in Vik was horrible, it was freezing on the van, I think the driver didn’t turn on the heather, temperatures were -5 Celsius and a snow storm outside. I had 2 thermal layers on and I nearly freze on the van. It was horrible. Don’t book this trip in winter as the bus is a small van which has 3 doors and 2 windows on top of the van. The cold comes in easily and no heating. The van got heated, after 3 hours. It was getting worse by the hour, after 4 hours with no toilet brake we were on the way to Vik. On the way back suddenly the heating was working. If it was all about the van driver I would had give a start, but the other driver that took us towards the Katla volcano was very friendly and showed us the ice caves. It was a great experience at the caves. If you can get your own ride to Vik is much better as the van towards Vik was freezing.
26 de janeiro de 2024
Avaliação não solicitada
Resposta de Arctic Adventures
Dear Lora,
Thank you sincerely for providing us with your feedback. We truly appreciate your time and effort in reaching out to us.
We are genuinely sorry to hear that you experienced discomfort due to the cold temperature on our minibus. Your comfort and satisfaction are of utmost importance to us, and we want to ensure that we address this matter promptly.
Rest assured that we have already taken action by notifying our operational team to thoroughly investigate the van's climate control system. Their expertise will allow them to closely examine the system to identify any potential issues and promptly rectify them. We are committed to ensuring that this incident does not recur and that all our passengers enjoy a comfortable and pleasant journey.
Once again, we apologize for any inconvenience caused by this situation. We greatly value your feedback, as it helps us improve our services for all our passengers.
Stay away from this company.
I paid £230 to this company to give me possibly the ultimate scuba dive in Lake Silfra. I arrived at the designated time and the company vans had just turned up so I had to wait until the dive gear was set up.
The dive instructor handed me the correct size of dry suit and we started to kit up. I noticed the wrist seals were different colours which means they didn't change both seals at the same time as recommended.
Before we went into the lake I started to do the safety check, taste the air and check the pressure in the cylinder etc, but the dive leader wasn't interested.
Upon entry Immediately knew something was wrong because I couldnt maintain buoyancy which has NEVER happened to me before even whilst training.
I decided to abort the dive because my concerns about the safety of the hired kit.
Upon leaving the lake my suit was filled with water hence the stability issue. One of the wrist seals was perished and, under pressure, water poured in.
Furthermore, I'd purchased the 'two continents' T-shirt but they never brought to the dive site. I was in Reykjavik the following day and they said I could collect it from their office there. So I walked two miles to the office address they supplied to find it closed. They gave me the wrong address!
Despite my valid complaint they simply offered me a 5% discount on another experience. No thanks.
I intend to report this company to all the relevant diving associations because their slip shod approach to dive safety is going to kill someone.
20 de janeiro de 2024
Avaliação não solicitada
Resposta de Arctic Adventures
Dear Mick,
Thank you for taking the time to provide us with your detailed feedback. We sincerely apologize for the numerous problems and safety concerns you experienced during your dive tour with us. We truly value your input, as it allows us to identify areas for improvement in our service.
It is important to us that our customers feel safe and satisfied throughout their entire experience. In light of your concerns, our product manager has reached out to you via email to provide you with a thorough explanation and address any issues you may have encountered.
Once again, we apologize for any miscommunication that may have contributed to the problems you encountered. Our team is committed to ensuring a positive and enjoyable experience for all of our customers, and we appreciate your patience and understanding.
We value your feedback and hope to have the opportunity to regain your trust in the future.
Thank you again for bringing this matter to our attention.
WARNING WARNING DO NOT USE THIS COMPANY…
WARNING WARNING DO NOT USE THIS COMPANY
They supplied the wrong coordinates and meant sending me 1.3 hours in the wrong direction on a very dangerous road. Tried calling and phone doesn’t work. Tried messaging and emailing to get a response a few days later. When I did find the meeting point, the staff who were lovely tried to put the coordinates in and was wrong (had the same issue with someone day before). Tried to get my money back as particularly went up for the trip and they offered me 10% off a future trip 2 days later.
I was warned about this company but based on the reviews (which I now doubt are real) I would highly suggest going else where. A friend did it with icelandic mountain guides the following day and loved it.
I am fortunate to travel a lot and this was the only bad review I have ever written.
13 de janeiro de 2024
Avaliação não solicitada
Resposta de Arctic Adventures
We are sorry to hear about all the inconvenience you went through. We take seriously every feedback.
Our team contacted you directly over email with a detailed explanation of the situation.
We ordered a glacier hike but was not…
We ordered a glacier hike but was not able to join the hike the current day and reached out to them to get it postponed to the next day, which said it has available spots on their website. They were not very helpful and kept referring to the "terms" on our purchase in which no refund was possible at that point in time. That is the definition of a company that is only in it for the money and not happy customers.
I could understand if they had actually had costs related to our tour, but it was a tour in which they bring 30+ people up the glacier with "small groups" meaning they split up at some point with multiple guides.
I suggest trying another company for your trips on Iceland.
29 de novembro de 2023
Avaliação não solicitada
Resposta de Arctic Adventures
Dear Nicklas,
Thank you for sharing your feedback with us. We apologize for the inconvenience you experienced regarding your glacier hike booking.
We understand your frustration with not being able to join the hike on the scheduled day and the difficulty in rescheduling for the next day. While we aim to accommodate our customers to the best of our ability, there are certain limitations outlined in our terms and conditions regarding refunds and rescheduling, as we also need to maintain fairness to all customers.
We sincerely apologize if our communication did not meet your expectations, and we acknowledge that there may have been room for improvement in our handling of your request. Your feedback is valuable to us, and we will use it to review our policies and procedures to ensure a better experience for our customers in the future.
We regret that we were not able to provide you with the service you expected on this occasion. We appreciate your understanding and patience throughout this process.
If you have any further questions or concerns, please feel free to reach out to us directly at info@adventures.is. We would welcome the opportunity to address any additional issues you may have.
Thank you for bringing this matter to our attention, and we wish you all the best in your future travels.
Best regards,
Arctic Adventures Team
MAGICAL AURORAS- not so magical
MAGICAL AURORAS - Northern Lights Mini bus tour
This was a VERY disappointing experience, I completely understand that this is not a guaranteed sighting by any means. However, the driver was not really interested in looking for the best spot to find Northern Lights instead he was going for what was convenient, which was about 10 mins away from the airport, in an area full of HOUSES lit up with Christmas decorations!
Despite what the aurora forecast said he insisted that we stay in that spot. It was very cold and windy so we stayed in the minibus for almost 2 hours waiting. From the start there were other passengers that voiced out their concerns of the chosen area based on what they were seeing on the aurora tracker, we were too far south we needed to go north in order to get clearer skies. One of the passengers was very upset because this was his second time and we were going to the same spot he had unsuccessfully visited to a few days ago with another driver. Our driver didn’t want to hear what the other passengers were saying. There were a few other minibuses that were but eventually left either to go home or look for a better spot.
As for that free re-booking if you don’t get to see anything the first trip… good luck! Sure you can re-book if they have availability and if it still fits your schedule. Even though I left time to do this in our schedule, they did not have space for 2 other dates I tried to re-book and the day before our tour already got cancelled because of the snow. They said we have up to a year to re-book and it’s transferable but realistically we will never use it nor would we recommend this to anyone even if it’s free! We paid almost $300 for 2 adults + 1 adults, we definitely felt ripped off.
In the end since we also had a car we went on our own, we caught a glimpse of it but still way better than going on a tour if you are able to.
27 de dezembro de 2023
Avaliação não solicitada
Resposta de Arctic Adventures
Dear Georgina,
Thank you for sharing your feedback with us.
We are truly sorry to learn that your experience on the Northern Lights tour did not meet your expectations. We understand how disappointing it must have been for you.
Please know that our guides are highly experienced and make every effort to evaluate the situation and make a decision on the best location to spot the Northern Lights. However, the visibility of the Northern Lights is influenced by various natural factors, and it is not solely dependent on the accuracy of the aurora tracker.
We genuinely empathize with your unhappiness regarding the situation. We want to assure you that we take your feedback seriously and will use it as an opportunity to improve our services. We strive to provide memorable experiences for our customers, and we regret that we fell short in your case.
Although we understand that you may not have plans to travel to Iceland within a year or three, we would like to offer you the option of transferring your free rebooking to friends or family who may be interested in visiting.
Once again, we apologize for any inconvenience caused and thank you for taking the time to share your feedback. We value your patronage and will continue to work towards delivering exceptional experiences to our customers.
In the meantime, if you have any further questions or concerns, please don't hesitate to reach out to us at info@adventures.is. We are here to assist you in any way we can.
Best regards,
Arctic Adventures Team
My recent experience withMy recent experience with Arctic Adventures was quite disappointing Arctic…
My recent experience with Arctic Adventures was quite disappointing, and I would rate it a 2-star. There were several issues that need addressing:
1. The northern lights tour that was supposed to be included never happened. We were only able to see the lights because another guide called his group to witness the spectacle. Our guide didn't make any effort to help us with this.
2. Our guide was exceptionally annoying, which negatively affected the overall experience.
3. The glacial hiking equipment they provided was subpar. They gave us a useless pick and forced us to rent shoes, even if we already had appropriate footwear.
4. The glacier hiking experience was compromised due to the presence of a person with a medical condition, preventing us from exploring the full amazing path. Additionally, a friend who booked the Vatnajokull Ice Cave tour (not the multiday one) got to visit a much better ice cave than we did (we visit an ice hole).
5. Dinner arrangements were frustrating, as the hotel's remote location left us with no other options, forcing us to dine at the expensive hotel restaurant, which cost more than restaurants in Reykjavik.
6. We choose not going on the Krauna visit, and the guide failed to take us to the horse farm, resulting in a 1.5-hour wait for nothing and no horse farm experience.
7. The promise of breakfast in Vik was unfulfilled, as we never made it to Vik.
8. Some information provided by the guide turned out to be inaccurate, prompting me to fact-check later.
9. The trip was supposed to include a visit to the Elhraun lava field, but the guide neglected to stop there.
10. Lastly, the customer service I encountered was terrible, adding to the overall dissatisfaction with the tour.
11. The website has a lack of clear information and a lot of gray areas. Be aware.
I will be in Iceland until Nov. 10th and hope them to fix this.
ARC-T50759458
UPDATE: This has been solved last year, I fixed my review on google but did not changed here. I change the rate to 5-start but I will leave the review as a note for future.
2 de novembro de 2023
Avaliação não solicitada
Resposta de Arctic Adventures
Dear Rafael,
Thank you for bringing your recent experience with Arctic Adventures to our attention. We sincerely apologize for the disappointment and inconvenience you encountered during your tour. Your feedback is crucial to us, and we take it very seriously as we continually strive to improve our services.
Upon reviewing your detailed feedback, we understand that there were multiple issues that impacted your overall experience, ranging from the Northern Lights tour to the equipment provided and the activities planned throughout the trip. We deeply regret that these aspects did not meet your expectations, and we are committed to addressing each concern to prevent similar occurrences in the future.
Regarding the Northern Lights tour, we apologize for the missed opportunity and the lack of effort from our guide to assist you in witnessing the spectacle. This is certainly not the level of service we aim to provide, and we will ensure that our guides are better equipped to handle such situations in the future.
We also apologize for the quality of the glacial hiking equipment provided and for any inconvenience caused by the presence of a person with a medical condition during the hike. Additionally, we regret the miscommunication regarding the Vatnajokull Ice Cave tour and the dinner arrangements, as well as the failure to visit the Krauma and the horse farm as promised.
Furthermore, we apologize for the unfulfilled promise of breakfast in Vik, the inaccuracies in the information provided by the guide, and the failure to stop at the Elhraun lava field as part of the itinerary. We understand the frustration caused by these shortcomings, and we are committed to improving our communication and coordination to prevent such issues in the future.
As for the customer service you encountered, we are deeply disappointed to hear that it fell short of your expectations. We will investigate this matter further to ensure that our team provides the high level of service and support that our customers deserve.
Regarding the lack of clear information on our website, we appreciate your feedback, and we will take steps to improve the clarity and transparency of our offerings to avoid any confusion in the future.
We truly regret the dissatisfaction you experienced during your tour, and we would like to make things right. Please feel free to reach out to us at info@adventures.is with any further questions or concerns you may have, and we will do our utmost to address them promptly.
Once again, we apologize for the inconvenience you encountered, and we hope to have the opportunity to regain your trust and welcome you back for a more enjoyable experience in the future.
Best regards,
Arctic Adventures Team
A Perfect Introduction to Iceland
The 3 day golden circle and south coast tour was fantastic and a great introduction to Iceland.
Pickup from bus stop 12 was easy and on time. Our guide, Jói, was fun, helpful and very knowledgeable, providing us with lots of information about the places we visited as well as plenty of ad-hoc details during the journeys.
We saw so many beautiful places, everywhere you looked was like a postcard picture!
For me the glacier hike, ice cave and glacier lagoon were the highlight. Things I had never seen or done before.
The hotel accommodation for the 2 nights was in a beautiful remote location. It was simple but clean, comfortable and warm with everything you needed. The food in the restaurant was lovely (as were the staff) and a great place to relax in the evenings and get to know our fellow travel companions with a drink or two.
We were also lucky with the weather on the first night and clear skies meant we were able to see the northern lights from outside our rooms!
After 3 days it was sad to part with everyone, but it was a great way to start our holiday and I can highly recommend this trip. I hope to return one day and maybe do the 7 day trip next time!
13 de outubro de 2023
Avaliação não solicitada
Resposta de Arctic Adventures
Dear Steve,
Thank you so much for taking the time to share your wonderful experience with us on Trustpilot! We are thrilled to hear that you enjoyed our 3-day Golden Circle and South Coast tour and that it served as a fantastic introduction to Iceland for you.
We are delighted to hear that your pickup was easy and on time and that Jói, our guide, made your journey enjoyable with his fun personality, helpfulness, and extensive knowledge. It's fantastic to know that you appreciated the abundance of information provided during the tour and that you were captivated by the breathtaking beauty of Iceland's landscapes.
We're especially glad that you found the glacier hike, ice cave, and glacier lagoon to be the highlights of your trip and that you had the opportunity to experience things you had never done before. Your feedback about the hotel accommodations, remote location, cleanliness, comfort, and delicious food is greatly appreciated, and we're thrilled to hear that you enjoyed relaxing and socializing with your fellow travelers.
It's wonderful to hear that you were lucky enough to witness the northern lights during your stay - what a magical experience!
We are grateful for your recommendation and thrilled to hear that you are considering joining us for the 7-day trip in the future. We would be delighted to welcome you back and help you create more unforgettable memories in Iceland.
Once again, thank you for choosing Arctic Adventures, and if you have any further questions or concerns, please don't hesitate to reach out to us at info@adventures.is. We look forward to the opportunity to welcome you back to Iceland someday!
Best regards,
Arctic Adventures Team
Epic Iceland
So grateful to Arctic Adventures for making our journey to Iceland a trip that we’ll never forget. Our guide Soli was extremely friendly, knowledgeable and experienced in delivering an exceptional experience for us on tour. Great value for money and memories that will last a lifetime.
21 de outubro de 2023
Avaliação não solicitada
Resposta de Arctic Adventures
Dear Caleb,
Thank you so much for taking the time to share your positive experience with us on Trustpilot! We are thrilled to hear that your journey to Iceland with Arctic Adventures was one that you'll never forget.
We're delighted that Soli, our guide, provided you with an exceptional experience by being friendly, knowledgeable, and experienced. It's fantastic to hear that you found value for money in our tour and that you created memories that will last a lifetime.
Your feedback is greatly appreciated, and we are committed to using it to further improve our services and ensure that every traveler has an unforgettable experience with us.
If you have any further questions or concerns, please don't hesitate to reach out to us at info@adventures.is. We're always here to help.
Once again, thank you for choosing Arctic Adventures, and we hope to have the pleasure of welcoming you back to Iceland in the future!
Best regards,
Arctic Adventures Team
Atrocious company, absolutely abysmal! I would give this company 0 stars if possible!
I would give this company 0 stars if I could! I have lost over £300 as a result of their negligence for which they are refusing to accept responsibility!
I live in the U.K. and booked a trip with Arctic Adventures in December 2021. I was not able to select the month and year from the options and hence left the option as December 2022 before stating the correct month and year here in my review.
The lateness in providing a review is that I have spent nearly a couple of years trying to get my money back. As stated, if I could have selected 0 stars for Arctic Adventures, I would. They have been beyond atrocious and terrible in their odious and asinine comprehension of the situation and it is only fair that I share my experience here as I have exhausted all remedies to get my money back.
I booked a trip for my wife, infant daughter and me to Husafell Glacier. It was booked through Tourdesk acting as the agency for Arctic Adventures the tour operator. By error, I did not book the transport to and from the glacier site. When I realised this, I immediately contacted Arctic Adventures (5 days before the trip) as the booking form said that if there is an urgent request, it would be best to contact the operator directly. Due to abysmal customer service, a lack of proactiveness and utter disregard, I was not able to get the transport arranged with them and missed the trip.
I didn’t try to cancel until it was too late (free cancellation upto 24 hours are the terms) as we were so keen to make it due to it being a trip of a lifetime. This began a nightmare as I argued my case which was an exercise in futility. Replies were condescending and they didn’t move. Attempts to go through the European consumer agencies and the Icelandic Tourist Association did not work either. Arctic Adventures is totally callous and arrogant towards tourists and even the authorities are unable to stop them.
While they argued that refunds are available only if cancelled upto 24 hours in advance, they totally disregarded the fact that I had been trying to arrange the transport for 5 days before the trip. They admitted their customer service was shoddy and the situation could have been avoided but didn’t take any responsibility by refunding my money.
A company to be avoided, I wouldn’t want anyone else to go through what I did with this unethical money grabbing company.
There are other better tour operators in Iceland.
UPDATE - 13/5/24:
Arctic Adventures has replied with what ultimately looks like a token sorry approximately 7 months after my review. Taken together with their condescending replies when I dealt with them, this is very much on par with what one can expect from them as a customer.
No firm indication of the action they plan to take, just a vague reference to 'take appropriate steps', an absolute nonsense with no respite for the client.
21 de dezembro de 2022
Avaliação não solicitada
Resposta de Arctic Adventures
Dear Traveler,
We're deeply sorry to hear about your disappointing experience with Arctic Adventures. Please accept our sincerest apologies for any inconvenience and frustration this situation has caused.
We understand the importance of your trip to Husafell Glacier and regret that we were unable to provide the necessary transport arrangements for you and your family. It is never our intention to disappoint our customers, and we truly apologize for any shortcomings in our service.
We take your feedback seriously and will use it to improve our processes and ensure that similar incidents do not occur in the future. Additionally, we will review our communication channels to ensure that urgent requests receive the attention they deserve.
Regarding the refund issue, we acknowledge your concerns and understand your frustration. We strive to adhere to our cancellation policies while also considering extenuating circumstances. We apologize if our response did not meet your expectations in this regard.
Please know that your feedback has been shared with our team, and we will take appropriate steps to address the issues you've raised. If there's anything else we can do to assist you or if you have any further questions or concerns, please don't hesitate to reach out to us directly at info@adventures.is.
Once again, we apologize for the negative experience you've had, and we thank you for bringing this matter to our attention.
Best regards,
Arctic Adventures Team
If zero stars was available!
If zero stars was available!!
Absolutely shocking false advertisement. Waste of money. Basically criminal. The advertisements of what to expect are so false. Post customer service is terrible. I even told the tour guide I was unhappy with the tour and what I’d received yet no one cares.
13 de outubro de 2023
Avaliação não solicitada
Resposta de Arctic Adventures
Dear Chris,
We are truly sorry to hear about your disappointment with your recent experience with us. Please accept our sincerest apologies for any inconvenience or frustration this may have caused.
We take allegations of false advertising very seriously and assure you that this does not align with our values or standards. Your feedback regarding the accuracy of our advertisements will be thoroughly investigated and addressed to ensure that future customers receive transparent and accurate information about our tours.
We are also deeply concerned to hear about your dissatisfaction with our post-customer service. Providing exceptional service throughout the entire customer journey is of utmost importance to us, and we apologize if we fell short in this regard. Rest assured, we will review our processes and work to improve our post-tour support to ensure that all customer concerns are addressed promptly and effectively.
Your feedback is invaluable to us, and we genuinely appreciate you taking the time to share your experience. If there is anything further we can do to address your concerns or if you would like to discuss your experience in more detail, please do not hesitate to reach out to us directly at info@adventures.is. We are here to assist you in any way we can.
Once again, we apologize for the disappointment you experienced and thank you for bringing this matter to our attention.
Best regards,
Arctic Adventures Team
Horrible company
Horrible company - do NOT recommend!
If zero stars could have be given...
My experience with Arctic Adventures can be described very shortly as I do not want to give them any more of my time, but need to warn other costumers:
Arctic Adventures is UNRELIABLE.
My experience was burdened by disrespect for people and their money, lack of service and extremely bad communication.
Dont use your money on this company but support the small and reliable companies instead.
22 de setembro de 2023
Avaliação não solicitada
Resposta de Arctic Adventures
Dear Sofie,
We are truly sorry to hear about your negative experience with us, and we apologize for any inconvenience or frustration this may have caused. Your feedback is incredibly valuable to us, and we appreciate you taking the time to share your concerns.
We understand the importance of reliability, respectful service, and effective communication, and we are disappointed to hear that we fell short of meeting your expectations in these areas. Please know that we take your feedback seriously and will use it to identify areas for improvement within our organization.
We strive to provide exceptional experiences for all of our customers, and we regret that we were unable to meet your expectations on this occasion. We understand that trust is paramount when choosing a tour operator, and we apologize for any breach of that trust.
If there is anything further we can do to address your concerns or if you would like to provide additional feedback, please do not hesitate to reach out to us directly at info@adventures.is. We are committed to resolving any issues and ensuring that all of our customers receive the high-quality service they deserve.
Once again, we apologize for the disappointment you experienced, and we thank you for bringing this matter to our attention.
Best regards,
Arctic Adventures Team
Heaven on the Earth
I booked the Laugavegur and Fimmvorduhals 6-day hut-to-hut trek directly on Arctic Adventure website in June 2023. All three stars for the beauty of the place. I wish I had better guide. Experience would have turned into five stars.
Pros:
1. Beautiful, jaw dropping landscapes all around the highlands
2. My first solo trip was well taken care by Arctic Adventure - planning, organization, food, and experience
3. A few parts of the trail are challenging but all worth the efforts. For most part the trail is moderate
4. Small group setting was perfect to make friends, break-time talks, trekking and off trekking company. We made good memories during dinner, preparing dinner, and post dinner cleanup.
5. Our guide was Halldor. He was very energetic, friendly, a good cook and cool person.
Cons:
1. Hut experience can get awkwardly cozy as you need to sleep around many strangers, and sometimes very close to them
2. I felt the guide (Halldor) could have done better job as a guide. The ride from Reykjavik to the trailhead was about 4 hours. There was no communication from him during these 4 hours (unless anyone asked specific questions). I was expecting information about the hike, expectations, interesting geology, fun stories to keep the group engaged and entertained.
3. Later the same day, as we started to hike, he made our group undergo a 'test' to assess our fitness level. He made us hike more than 425m elevation gain in about 15-20 mins. It was crazy to begin the hike such way as I couldn't enjoy the scenery and the unique striped mountains around. All I was focused on is hiking and keeping up with the group. I wasn't there to "work out". I wanted to take in the fresh air and smell roses along the way. A medium pace with picture opportunities would have been appreciated
4. He continued the same crazy style on the second day as well. Rushing all along the hike. His reasoning second day was the longest length of the day hike, 25km. I reminded him to keep the moderate pace at least three to four time in two days. He was hiking so fast that there was no way for him to see or know if all of the group is able to keep pace with him or not. If something had happened to the last bunch of folks in the group, god knows how long it would have taken to get the news to him.
Third day on, he slowed down a little and I also started ignoring his pace so that I could enjoy the nature more than worrying about keeping up.
5. Apparently our group was comprised of different sub-tours. A few folks were there for 4-day hike, some for 5-day hike with added site seeing and very few for 6-day hike. However, there was no clear communication from the company or the guide about how departure was going to be handled. Everyone including the guide was clueless and confused. This part was very frustrating to many folks in the group.
6. After 4th day, most of the folks from our group departed. I was left with a family of 2 parents and 2 kids for the last two days. Halldor got so relaxed after 4th day that he didn't keep us on schedule for last two days. On the last 6th day, we were supposed to go on fimmvorduhals hike which is again 22-25km long. The family didn't seem interested in doing the full hike. Although I wanted to hike all the way and I was ready way ahead than the family, it didn't matter. We started hiking pretty late in the morning and didn't go all the way. I was very disappointed that I couldn't do what I was there for. I would blame this partly on the guide
7. This is very minor point. I had asked Halldor about small favor. He agreed to it but kept forgetting it even after couple of reminders. Ultimately, he didn't seem to be taking his customers seriously or he was too cool to do that :-(
27 de junho de 2023
Avaliação não solicitada
Resposta de Arctic Adventures
Dear Darsha,
Thank you for taking the time to share your detailed feedback about your experience on the Laugavegur and Fimmvorduhals trek with us. We sincerely appreciate your honest assessment of both the positives and negatives of your journey.
We are delighted to hear that you found the landscapes breathtaking and that you appreciated the efforts put into the planning, organization, and group dynamics of the trek. It is our goal to ensure that all of our customers have a memorable and enjoyable experience exploring Iceland's stunning wilderness.
However, we are deeply sorry to learn about the shortcomings you experienced with your guide, Halldor. Providing knowledgeable and engaging guidance is crucial to enhancing our customers' experiences, and it is disappointing to hear that this aspect fell short during your trek. We apologize for any lack of communication, rushed pacing, or confusion regarding departure arrangements that you encountered. Rest assured, your feedback will be shared with our team to address these concerns and improve the quality of our guided tours.
We understand that your expectations were not met, particularly regarding the pace of the hike and the handling of departure logistics. Please know that we take your feedback seriously and will take steps to ensure that similar issues do not occur in the future.
If you have any further questions, or concerns, or would like to discuss your experience in more detail, please do not hesitate to reach out to us at info@adventures.is. We value your input and would welcome the opportunity to address any remaining issues you may have.
Once again, we apologize for any disappointment or inconvenience you experienced and appreciate your patience and understanding.
Best regards,
Arctic Adventures Team
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