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Undercover Tourist   Reviews

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Reviews 2.4.

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Wow - Fast + Good Experience - Thank you Ronny

Wow - Ronny from Customer Service was amazing. We had to rework some tickets and he stayed on the phone and helped us solve it and give us the best outcome. He was nice about it and gave us the best deal. Definitely better than buying from Disney!

Date of experience : October 30, 2024

Very poor service - DO NOT BUY!!!

Very poor service. Bought tickets for the I-trolley bus service on International Drive in Orlando. Tickets stared they were e-tickets and did not require printing however once received it mentioned several times that it has to be printed. I was unable to print so therefore contacted customer services. Totally inept and did not appear able to understand the situation, they repeatedly told me they do not require printing. Sent screenshots and they then just said that they are non-refundable. Total waste of money for me. I will never use undercover tourist again! I did consider them when buying Disney tickets and so pleased I did not risk my money. Do not risk using them under any circumstances as you will receive terrible service and potentially lose a lot of money! Order #51743714

Date of experience : October 19, 2024

Reply from Undercover Tourist

We deeply apologize for the confusion regarding the trolley tickets. Initially, it may have been communicated that the tickets could be digital, but they need to be printed for use at the location. We apologize for any miscommunication and appreciate your patience. If you provide your order number, we will gladly investigate this matter to see what can be done.

Avoid buying your tickets from Universal Tourist

Avoid buying your tickets from Universal Tourist until the day you need them. Purchased Kennedy Space Center tickets and then KSC ran and deal that was half what I paid with Universal Tourist. Order number 476931-082824

Date of experience : September 17, 2024

We offer the best deals on our website in comparison to what the actual location charges. However, if the partner runs an online special that is something they are allowed to do in terms of their inventory and monthly promotions when needed. We sent this over to our partner team to research ticket information and pricing.

Good prices/staff/options

Good prices, easy to use website. Tickets sent almost instantly. Better prices than we get here in Ireland. Super helpful staff when I needed to change my ticket dates.

Date of experience : August 16, 2024

We appreciate the awesome feedback. Enjoy all the great deals and hope to hear from you again. Thank you.

If I could give these people zero stars…

If I could give these people zero stars I would. BUYER BEWARE! Bought concert tickets from them in June. Concert is tomorrow and I still haven't received said tickets. I call and keep getting put on hold for "research" and they tell me to call back at such and such time and they will have an answer. Call back at such snd such time and I am given the same song and dance to call back blah blah blah. THIS PLACE IS A SCAM!!! Buy tickets from a reputable company! I sure wish I had!!!

Date of experience : October 03, 2024

Thank you for your feedback and we apologize for the inconvenience experienced with your recent order. Under normal circumstances, tickets to live events are delivered within at least 24 hours ahead of the event start time. Unfortunately, the seller faced a technical challenge in fulfilling your order. While such situations are rare, we work diligently with our partners to resolve these issues as quickly as possible. Thank you for your patience as we addressed your concerns, and for allowing us the opportunity to come to a resolution.

Amazing customer service

Amazing customer service. A big thank you to Stephanie. I had pre-booked dated Universal tickets. On the morning of the visit, we had a very poorly family member who couldn’t even get out of bed. We were gutted as we thought we’d lost the money. I messaged the team via live chat and they got back to me instantly. They gave me a 95% refund and will refund my extra 5% if I rebook a new order within 30 days. I am so grateful for your quick and helpful support.

Date of experience : August 22, 2024

We appreciate the awesome feedback and hope to hear from you all soon. Thank you.

E-tickets are non refundable for Universal studios

UPDATE - CS refunded without any issues within 24 hours. - Make sure to check your dates before submitting orders. Disney tickets have to be reserved using Disney website. Read the ticket before you go. Universal tickets are only for the designated date, these tickets are non refundable unless there's reasonable excuse. Also, the website glitches and erase the date from step 1 to step 2 to check out. ----------- OP ------They advertise “90 day ticket return” and that you can use them for 365 days. The website glitched and universal hollywood ticket printed a wrong date. I called after 10 mins of placing an order and asked if they can change the date. They say it's non refundable, I just need to cancel and reorder a new ticket then they said E-tickets are non refundable. And after escalation I have to wait 72 hours to get a response when I have a trip coming up next week.

Date of experience : June 12, 2024

We appreciate you updating your experience on the review. We are glad that our customer service team was able to assist you properly.

Should have read the reviews here…

Should have read the reviews here first. Not happy with this company. Bought 4 day tickets plus options to WDW for 4 adults cost $2,635.80 (US). Thought I was getting a good deal. Now find advised on the WDW official website for the same days as $2,198.16 (US). Undercover Tourist have advised bad luck and no difference refund. Cannot recommend them. Update 2 Oct 24: sent the details as requested by Undercover Tourist below 3 months ago with no response.

Date of experience : March 15, 2024

We apologize but our rates are contracted by the actual park to which our discount is compared to the gate price. Please provide us an order number and we will gladly investigate this.

Thanks for all your help

Thanks for all your help. My money has been refunded and back in my account today after we had to get a refund on our Universal Studios tickets. Fantastic communication and reassurance during a very tricky time. We are hoping to come back to Orlando next year🤞and won't hesitate to recommend and use Undercover Tourist for our park tickets. It's not how people treat you when things are good but how they treat you when things are bad that shows their true colours. You've all been wonderful at helping us on this difficult time. Thank you once again and stay safe 💜 🐸

Date of experience : June 30, 2020

Intentionally Obtuse Customer Service

Scam company with nonexistent customer service. If you get any response from them regarding an issue, it will be something like, “I’m sorry. We don’t understand your concern. Can you please explain it to us again for the 3rd time?” Screenshots, detailed step-by-step explanations, phone conversations… Nothing works. They basically will try to wear you down until you determine that it’s no longer worth your time. Avoid this company at all costs.

Date of experience : August 07, 2023

Smooth experience

Bought three Disneyland tickets and it was very smooth. At first I was skeptical after reading all the bad reviews, but decided to test my luck since they offer a few bucks off. I did encounter their "validation" progress, but it was super simple - just enter the pending amount they hold on your credit card. After this was complete, I received tickets within one minutes. The tickets were valid on Disney website.

Date of experience : August 20, 2022

ordered 4 tickets to discovery cove…

ordered 4 tickets to discovery cove via undercover tourist totaling 1071.00 dollars. the plans changed and one person couldn't make it. i called to cancel just one ticket and they said id have to reorder the 3 tickets and prove to them before they'd cancel these tickets. i asked where this policy was displayed on their website and they said "its not, its just our policy" that's illegal. i told them ill pay the 5% and just cancel the whole order and order direct from discovery cove. they said ok, two weeks later still waiting for my money, 2 more days until Ill be disputing the charges and getting my whole return back. DO NOT USE THIS COMPANY!!!!!!!!!!!!!!

Date of experience : April 01, 2024

Dear Jay, Thank you for taking the time to share your experience, and we sincerely apologize for any inconvenience you've encountered. We strive to provide exceptional service, and it's disheartening to hear that we fell short of your expectations. We understand that changes in plans can be frustrating, and we're sorry for any confusion regarding our cancellation policy. We appreciate you bringing this to our attention, and we'd like to clarify that our policy is indeed outlined in our terms and conditions, which can be found at https://www.undercovertourist.com/terms/. Regarding your specific case, we understand your frustration with the 5% penalty for cancellations. While this policy is in place to cover delivery, handling, and processing fees, we do recognize that each situation is unique. As a gesture of goodwill, we occasionally have the flexibility to waive this fee, particularly if the customer chooses to rebook with us. To better assist you, we have reached out on TrustPilot asking for additional details so that we can look into this matter further. Your satisfaction is our top priority, and we appreciate the opportunity to address your concerns. Thank you again for bringing this to our attention, and we hope to have the chance to regain your trust in the future. Hopping to assist you soon, The Undercover Tourist Customer Experience Team

Prepare to be disappointed when using Undercover Tourist

We purchased tickets to the Grand Californian Hotel at Disneyland for a vacation with my son and his family. Everything looked like it was accepted but then 2 days later we got a call that "Disneyland did not accept the reservation" and it was canceled. I was furious! My son and daughter-in-law said they just received an email saying their reservation had been canceled as well. They shouldn't be advertising rooms that they clearly don't have in their inventory! I have never had this happen with other 3rd party companies! This caused a lot of undue stress, and we had to rebook our rooms directly through Disneyland. The stress this caused was NOT worth the experience using them.

Date of experience : May 31, 2024

We apologize the hotel booking did not go through for you. We found an order for you for Disney Park tickets and do not see an order for any hotel under your name. Please call us back or reach out to us with the order number for the hotel you are referring to and we will investigate this matter with the hotel supplier.

Recently bought a Black Friday deal for…

Recently bought a Black Friday deal for sea world San Diego. Called customer service a few times on the buy one get one free ticket and was duped into buying several sets to get free tickets. Turns out their deal was no better than one provided directly on Sea World website. With my dollars, hours of call time with three different representatives I will not use their site again.

Date of experience : November 20, 2023

Simple, genuine and 1-day Disney Tix!

It's midnight in the UK 8th October 2022. I've just booked two 1-day tickets for my kids for the 18th Oct. I couldn't find 1-day tickets anywhere else (the missus and I already have long-term tickets). Wanted to book in advance because reservations were only available for the 18th and 20th for the Park we wanted and we were concerned it would become unavailable like the other dates we are in the US. UT was an Absolute doddle. Booked the tickets - paid via PayPal - got the tickets emailed to me immediately. Spoke on Chat to Louise beforehand, who allayed any fears I had before booking and was swift in her replies and helpful. I used the 12 character reference on my e-tickets to immediately make the Park reservation on the Disney site and it all went through fine. Very happy and recommend.

Date of experience : October 07, 2022

Very Misleading, Won’t Change Dates

Tickets are cheaper, and they advertise “90 day ticket return” and that you can use them for 365 days. BUT if you don’t read the fine print, that’s only some tickets. I tried to change our Universal Hollywood tickets to one day earlier and they absolutely refused. Very misleading (even my email at the top says 90 day return)! Never will I use them again or recommend them again!

Date of experience : August 26, 2023

Disneyland ok, last minute hotel drop cost us.

The Disneyland tickets were a good deal. But the hotel never reserved properly, leaving us scrambling for a hotel and paying almost $300 more because of their system. Instead of trying to fix the issue, they kept giving a run around of "that can happen, sorry to hear, sucks to be you" replies. I found another app (Klook) that I am trying next.

Date of experience : November 19, 2022

We had to wait for an hour at Busch…

We had to wait for an hour at Busch Gardens for someone to know what to do with our voucher. I gave them 3 stars since this may not be their fault but these vouchers aren’t universally recognized. We also had to wait in a line at Aquatica to get a manager to print real tickets. I would say not really worth the lower price for the worry and stress that it won’t be accepted or recognized.

Do not recommend

Horrible checkout experience with the payment verification. Finally was able to book, but when we went to check in to our hotel we learned they had cancelled our reservation despite already charging us in full for it. Had to book the hotel out of pocket at less than ideal rates. Have not received any response back from them nor a refund. Do not recommend.

Date of experience : November 26, 2022

New York City pass direct from the…

New York City pass direct from the website has a full refund - when you purchase from them there is NO REUFND. What a scam I'd highly suggest NOT purchasing anything from them and using directly with the company vrs a third party

Date of experience : September 12, 2023