I booked the Golden Circle + Sky Lagoon…
Update: TourDesk took my complaint seriously and offered a partial refund and a commitment to ensuring no one else has the same experience.
Their professional customer service and follow up to look into the incident as much appreciated and what I would expect from a reputable company.
Incident:
I booked the Golden Circle + Sky Lagoon tour expecting a seamless, well-managed experience. What I got instead was disorganization, misinformation, and an hour-long wait at a terminal with zero explanation or options — after already being told by the guide it would be “just a few minutes.”
Nowhere in the booking materials did it mention that the two parts of the tour were disconnected or that we’d be stranded in the middle with nothing to do and nowhere to go. Had we been informed, we would have made other arrangements. Instead, we sat in a terminal for nearly an hour while the Sky Lagoon — just a 9-minute drive away — sat completely out of reach.
There were only five of us left on the bus, and just three headed to the Lagoon. It would have been easy to take us straight there or at least offer a nearby place to wait, but no consideration was given. Worse, customer service was dismissive and evasive when we raised this — offering hollow apologies and citing policies instead of taking responsibility.
This experience showed a complete lack of respect for paying customers’ time. I would not recommend this company to anyone looking for a smooth or professional tour.