TourHero Avis 164

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.

Our trip to Marrakech was absolutely incredible. Our host Ina was amazing, i would travel anywhere with her.

I honestly had the best time! Andre was a great host. Very attentive, welcoming and organized. Never once felt any stress or regrets. The tour guides were also very lovely, fluent and full of personality! The areas chosen were so full of life and unforgettable.

My host, Andre, was amazing, and he made this trip so special. TourHero was great at communicating and made the process so easy!

Excellent communication, clear directions and everything was organized.

What an incredible experience! The in country guide made for an unforgettable time. She ushered us to such unique places and gave us an in detail explanation about everything we saw.

The guide was awesome and led us to all interesting places and sites. She gave good insight into the country and places visited.

Everything went like clockwork. There were no mistakes and no slip-ups. Everyone was very professional. And our tour guide, Chelsea Quezergue, was awesome.

Rainy, our tour guide was absolutely amazing! She made sure everything was set and organized! It was like we had another friend on the adventure. I loved how she had all of our rides, dinners and excursions taken care of so I truly was able to just relax.

TourHero organized my trip beautifully and were great to work with.

From start to finish Tour hero was amazing. Every detail was perfectly set and our guides were amazing. Guilherme and Bruno were incredible hosts with endless knowledge of the area. Thank you for everything!!

Bought the A2 for my husband and I for Christmas. One of the most enjoyable purchases that I have made in awhile. We live in a beach community in Fla and ride our bikes everyday around our community and have rode on bike trails here as well as far as 15 miles from our home with no problems. I was very surprised and very pleased with the quality of the bikes. My husband is 6.1" and I am 5.8" and both are very comfortable while riding. Would highly recommend!

Our trip was an amazing experience! TourHero made payment arrangements easy, our detailed itinerary readily available, and the on ground hospitality was 5/5.

Unsolicitied spam emails from AI bots. Fraudulent and misleading.

Most fantastic experience with the most amazing people

- very good restaurants and hotels for the price
- guides interesting and kept us well informed
- bus and driver following all way long very appreciated

Muy buena experiencia

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.