Complaints

This profile includes complaints for SmarTours's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  SmarTours

  500 7th Ave Fl 8 New York, NY 10018-4502

• 

  smarTours LLC

  PO Box 619 Old Greenwich, CT 06870

• 

  smarTours LLC

  PO Box 619 Old Greenwich, CT 06870

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/05/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to submit a final payment for a trip on 2/1/25 to ****** from 5/1-5/12/25 - at this time I was greeted with zero ability to reach their site and was alerted to this company as bankrupt. After this date I continued to receive notifications of late payments and finally cancellation due to no payment. On 2/1/25 there is zero ability to reach anyone from the company, people were stranded on their actual tours. I submitted claim with my credit card - everyone can see they are bankrupt - a simple ****** search verifies this. My credit card company advised they received notice from SmarTours bank that they still show the company as operational so are refusing to release the funds back to my credit card. The insurance information to call for SmarTours will not entertain any refund until my credit card determines their portion. I am 5 weeks into this process and have an expected additional 4 weeks. This creates a timeline issue for obtaining non-credit card refunds for cash and if **** declines my refund. SmarTours is deliberating playing a timeline game by pushing things out far so I miss deadlines due to lack of efficient process on their end. Anyone can ****** and verify this so why is their bank still active and saying they are still an open company?

  Customer Answer

  Date: 03/29/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by SmarTours regarding complaint ID ********.
  
  Sincerely,
  
  **** ******
  

• Initial Complaint

  Date:02/04/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  date of transtion: August 9, 2024 Paid to the company: $6,418.00 Promised Provisions: Tour Spirit of Equador AND THE ******************* single supplement We were leaving Feb 24 - March 5th Smartours wnet bankrupt and didn't contact us.They have tried to resolve the issue

• Initial Complaint

  Date:02/04/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a trip with Smartours 8/9/2024 for trip to ******** and the ***************** departing February 24, 2025 through March 5, 2025. The cost of the trip was $5,040 plus single supplement $1000 for a total of $6,040. I found out 2/2/25 that Smartours went out of business/bankrupt without contacting us or reimbursing us for the trip. Their website sent black. They did not try to resolve the issue.

• Initial Complaint

  Date:02/04/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Without warning I received a message that as of January 31 they are no longer in operation. I was to leave for ******* on February 3. I am having trouble getting a claim filled to the company they have as their insurance. Warning! You may be out your whole payment

  Customer Answer

  Date: 02/28/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by SmarTours regarding complaint ID ********.
  
  Sincerely,
  
  ****** ************
  

• Initial Complaint

  Date:02/03/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a trip to ************ with Smartour, departing on 2-11-25. Today 1-30-25 I received an email from Smartours stating that they are no longer operational. Where is my money? Not only are the funds paid to Smartours gone but $1,750 to ************** is non refundable.

• Initial Complaint

  Date:01/11/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a final payment of $4,198 to smarTours on August 1st 2023 for a tour to the Mediterranean in November of the same year. SmarTours delayed the trip and eventually cancelled it altogether on November 17th 2023. Their representative informed me by phone that day that the trip was cancelled and the full amount would be refunded to me. They refused to refund the credit card I paid for the trip with. They said the only refund method would be by paper check mailed to me in 6-8 weeks. Friday January 12th ****, two days from now, will be 8 weeks exactly. I have not received my refund. I emailed them last week to check on the status. I was told it was being processed and could take an additional 6-8 weeks. It has already been more than enough time for me to receive my funds back. Am additional two months is verging on theft and I would like some help getting my money back please.

  Business Response

  Date: 01/12/2024

  Hello! Thank you for reaching out. I have confirmed with my team that you previously logged into the bill.com system and set up e-payment. The refund was released on 1/11/24 and we show that the full amount will be in your account by 1/16/24. Please see attached screen shot indicating that the refund has been posted to your account. We apologize for the misinformation regarding the timeline of your refund. Should you need any additional assistance or do not see the refund posted by the end of next week, our customer care team would be happy to assist. 

• Initial Complaint

  Date:12/11/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a trip to ****** scheduled to depart Nov 2. We were then advised due to the war in ****** the trips were cancelled and we will get our refund. I was promised I will get a refund by Dec 01 and up to now the company has gone quiet. Everytime I hear this is being handled by accounting and am lost for words what to do.. I need that money to pay for other things and the company is not responding anymore. I call the customer service and they tell me now they will escalate that and nothing seems to be done. I need my refund and I dont know what else to do and it looks like this company is used to scamming people. They take the money and now they not responding after the timelines they give are not met. What else can I do?

  Customer Answer

  Date: 12/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* ***********
  
  
  
   
  
  

• Initial Complaint

  Date:10/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Here is the email I have sent to Smartours today which explains the issue:Dear Sir or Madam,I am reiterating our concerns regarding our upcoming ***** tour scheduled for November 17, 2023, and to talk about possible alternatives given the escalation of the conflict in ***************. The war has raised significant concerns for our safety and well-being during this trip. Despite our repeated requests to cancel the tour, we have been informed by Smartours that the trip cannot be canceled until the U.S. government issues a Level 4 advisory. Understanding the policy, we would like to explore other options that might be available to us. One such option is rescheduling the ***** tour for later when the region stabilizes. We also have proposed that the funds allocated for this trip be transferred towards booking another Smartours trip in the future. This way, we can keep our good relationship with Smartours and look forward to a more suitable travel opportunity.We'd like to ask for your help finding an amicable solution. We are willing to be flexible and patient, understanding the complexities involved in such situations. Please get in touch with us so that we can find a solution that ensures our safety.Very truly yours,*************************** *****************************

  Business Response

  Date: 10/25/2023

  Thank you for reaching out to us and sharing your concerns about your upcoming ***** tour scheduled for November. We understand that the escalating conflict in *************** has raised safety concerns for your trip. Your safety and well-being are of paramount importance to us. We want to assure you that we have a range of safety protocols in place to address the unique challenges of each destination, including *****. We take these concerns seriously, and we have had no issues in this destination to date with the many groups who have been on their tours since the conflict began. In particular, for our ***** tours, the government provides a dedicated security officer that travels with the group to ensure your safety throughout the journey. These experienced professionals are well-equipped to handle any unforeseen situations and to provide you with peace of mind. Tourist sites also have an increased level of security. 
  We acknowledge your request to consider alternative options for your travel plans, including rescheduling the ***** tour or transferring the funds towards another trip. While we appreciate your flexibility and patience, we would like to reassure you that, based on our current assessment and the safety measures in place, we are continuing with our ***** tours as planned with the regular cancellation policy in place. Please be assured that we are closely monitoring the situation in ***** and the broader region. If the need arises, we will make informed decisions to ensure the safety and comfort of our travelers. We are committed to maintaining our excellent safety record and providing memorable travel experiences.
  
  

• Initial Complaint

  Date:10/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked the ***************** tour with a Feb24 departure through SmarTours on 16Jul23. I paid a $300 deposit on that date and it posted to my credit card the next day on 17Jul23. On 13Sep23, I received an email from SmarTours indicating that the tour was "unable to operate." The email further indicated they would be issuing a full refund of the deposit and would be providing a $150 credit toward future travel "as a gesture of thanks for your flexibility." I called to find out why the tour was cancelled, but the person I spoke with was not able to provide any additional information. I received a voicemail a day or two later from a different person saying the cancellation was due to the lack of people signed up for the trip which was still 5 months out. I travel extensively and a cancellation this early is unusual. Normally, that kind of call is not made until about 90 days prior to departure - about the time final payments are due. It has now been 23 calendar days (17 business days) since they cancelled and I still have not received the promised refund. I also see no indication of a travel credit under my user profile with the company. I have sent multiple emails asking for a status update and have received no response.

  Business Response

  Date: 10/10/2023

  Hello! Our head of customer care reached out last week to ensure they had all necessary information for the refund and apologized for the error causing the delay. We have confirmed that the refund is currently being processed. 

• Initial Complaint

  Date:02/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/25/22 I made a reservation with SmarTours for the ***** Magical Ireland tour & paid them via electronic chec $539.94 ($300 deposit & $239.94 insurance) with a invoice #*****. This reservation was made over the phone and I asked about refund. They said that if I canceled the tour by May 25 that I could get a refund. When I called on February 6, 2023 and spoke with ***** at 12:56 PM he informed me that I was not due any refund. When I called today to verify the above information I got ***** again and I asked if he was the only person answering the phone and he said that they were a very small team. That immediately raised my hackles. I asked for a refund because I live in ******* and have two houses hit by hurricane *** on Sept 28 and am awaiting still confirmation for fixing my two houses. I must be here to deal with these people if and when they do show up. Damages on both houses are quite pricey. I know this is a small amount but I hate feeling scammed. Its the principle of the matter.

  Business Response

  Date: 02/27/2023

  Hello,

  Thank you for reaching out to us. Per our booking terms and conditions, any deposit made is nonrefundable and instead applied as a full credit for future travel, while any changes can be made without penalty prior to final payment. We apologize if there was any miscommunication on our end on how that policy works. However, our management has approved an exception due to your circumstances to refund the $300 deposit paid in lieu of a travel credit. However, the additional amount of $239.34 was remitted to the third party travel insurance and cannot be refunded as it has already been paid out. Please be on the lookout for communication of this refund in the near future. Thank you. 

  Customer Answer

  Date: 02/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Sorry, will not accept a travel credit.  Had I read all the negative reviews about clients having similar problems Iwould never have booked this trip, plus a bankruptcy filed previously,  I have previously booked trips through AAA and will go back to them.  Obviously you will never get a BBB rating at this rate.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 03/07/2023

  Hello, 

  We apologize for any confusion. Per our last response to your review, our management had already approved an exception due to your circumstances to refund the $300 deposit paid in lieu of a travel credit. No travel credit it being issued to you, only a refund. However, the additional amount of $239.34 was remitted to the third party travel insurance and cannot be refunded as it has already been paid out. Thank you.