I had a very bad experience with this…
I had a very bad experience with this company and I am unhappy that I did not have any screenshots to share but I am writing my experience here so no one will be tricked by their promotions like I had been. I got a package from them through a company discount (so I thought they were legitimate). When I booked the tickets, the conditions on the website stated that I could cancel or make changes from February 17 to 26. However, when I got the train tickets, they sent me a document stating that I need to pay for this cancellation. This is, by the way, very different from not only the conditions they provided on their webpage, but also not what is written on Renfe for a Comfort ticket. I got this option as I wanted the flexibility to change my ticket and at the same time have a bigger seat to share with my 2 year old. Another problem is that I didn’t get the insurance policy (so I would not be able to make a claim) or the ticket oceanographic which came with the package.
I wrote to them and called them up. The man, Mariano, asked me for a screenshot but when I tried to do this their webpage was down. Mariano then started reading off whatever was in his computer and told me that I do indeed get to change of cancel my train tickets for free but not the oceanographic ticket and that he would send me my Oceanographic ticket and a copy of my insurance policy.
I did not receive any of those things and when I got on their website again, they have removed the details of each ticket for Renfe. And when I tried to call customer service again they kept dropping my calls. So now I have a Renfe ticket (that I am not sure is legit) and a very dodgy receipt that has conditions very different from Renfe’s comfort tier.
So the modus operandi of this company is to offer you a discounted package - train tickets and an entry ticket to an attraction. But in the end, you end up getting tickets that you can’t cancel or change despite the flexibility the tier offers on renfe and you end up paying them money.
I am very much unhappy that their 10eu discount has ruined my first big holiday with my son. It really would have been more cost effective if I had gone with Renfe and booked the oceanographic ticket myself.
By the way, the website I booked on was called trenmashotel.com and they’ve copied renfe’s color palette and in my company’s partners’ discount page they put the Renfe icon.
But the email I got says they are ociotour.es and on the renfe tickets it says: BILLETE SOLO SE PUEDE MODIFICAR O ANULAR EN LA AGENCIA EMISORA VIAJES REINA - so they have more than one company name — very dodgy so watch out for all these iterations.