One Excellence Tours Reviews 18

We booked a tour through GetYourGuide, operated by One Excellence Tours in Romania, and it turned out to be one of the most disturbing and traumatic travel experiences we’ve ever had — especially since we had young children with us.

From the very start, the tour guide was openly rude, aggressive, and completely unprofessional. His behavior made us feel unsafe, so I submitted a formal complaint through the GetYourGuide platform while we were still on the bus.

When we arrived at the first sightseeing location, we got off like everyone else. However, when we tried to re-enter the bus after the visit, the guide blocked us from getting back on. He had seen the complaint and retaliated in the most inappropriate way: he threw us off the tour. In front of our children and the other passengers, he shouted at us, physically nudged us, and forced us to leave.

He repeatedly threatened to call the police — we insisted that he should, as we wanted official help. But he never followed through. Instead, he tried to scare us into leaving by himself.

To make matters worse, local people from the area began to gather. It seemed clear the guide had alerted them. They joined in the verbal threats, and the situation quickly became dangerous. We were left stranded, without transport, help, or protection — in a foreign country, with children, surrounded by hostility.

We immediately reached out to GetYourGuide, expecting help or at least intervention. Shockingly, we received none. They failed to take action in real time, offered no support, and did absolutely nothing to protect us during or after the incident. Their lack of response was as unacceptable as the tour operator’s behavior.

This was not just poor service — this was targeted harassment, intimidation, and a total collapse of safety and responsibility.

We strongly warn others: do not book with One Excellence Tours. They are not only unprofessional — they are dangerous. And sadly, GetYourGuide enabled this by doing nothing

I booked the Peles, Bran, and Brasov day trip with Tour in Romania (also operating as One Excellence Tours) on March 7, 2026. It was a complete nightmare.

1. The Cash Extortion: The guide pressured everyone on the bus to pay him 60 EUR in cash for entrance tickets that only cost about 34 EUR officially.

2. The Trap & Retaliation: We refused to be scammed and asked for our Peles Castle arrival time so we could buy official tickets online. The guide explicitly told us to buy the 2:30 PM - 4:00 PM slot. Right after we purchased them, he suddenly changed the itinerary to arrive at 10:00 AM. When we arrived, our tickets naturally didn't match. The guide negotiated entry for those who paid his cash markup, but deliberately refused to coordinate for us. As a result, we were denied entry and completely missed the castle.

3. Lying to Cover it Up: When I filed a complaint, the operator actually lied, claiming they "followed the itinerary." Luckily, I had my online ticket receipts and timestamped photos to prove the massive schedule discrepancy. After seeing my hard evidence, the booking platform finally forced a full refund.

The Core Issue:
If they had just been honest upfront and said, "Traffic in Romania is unpredictable, so paying our markup guarantees your entry even if the schedule changes," I would have gladly paid the extra amount as a valuable service fee. But they intentionally hid this in the product description and relied on dirty tricks to extort money. This is something I absolutely cannot tolerate.

This operator is unethical, unprofessional, and vindictive. Do not ruin your holiday—avoid them at all costs!

Unfortunately, the worst experience!! On no other similar trip in any other country have we been treated so badly! The guide (Bogdan) was the exact opposite of friendly and informative. They left us behind at the second stop because we were 6 minutes late (probably because we paid for the tickets at the entrance and not through them — since at the other stops the departure was about half an hour later than the time stated by the guide). They basically left us 4 hours away from our accommodation in a foreign country.

Even though the terms clearly stated that in case of delay, there would be an extra charge, we were not given that option. Of course, those who paid them extra money for the tickets — without any receipt, of course — were not charged anything and were not left behind, even though they were half an hour late.

Excellent way to earn a terrible review and more! Thank you for the lack of respect towards us and towards all those who chose you! Humanity, it seems, is not a given. I am deeply disappointed.

The guide was very unpleasant; he didn’t keep track of the times, didn’t manage the tickets, and spoke condescendingly to people. The trip itself was good apart from the guide.

My booking was through GetYourGuide – no issues with them, they were quick and helpful. But the local provider, One Excellence Tours (zero excellence), was by far the worst travel experience I have ever had.

The information on GetYourGuide was misleading and did not match the service provided. The listing clearly stated we should bring cash for palace entrances. Yet only one day before the tour, the provider sent a message saying we had to buy the tickets online. By then, tickets were already sold out.

I even asked what the backup plan was in case tickets weren’t available – no response. On the day of the tour, the guide still gave the palace tour inside while we were left outside. Imagine paying for a guided experience months in advance and being literally shut out, treated as if it was our fault. Had I known, of course I would have bought the tickets online when I booked three months earlier.

When I complained, the provider’s response was outrageous: rude, childish, and completely unprofessional. Their messages included insults and even “bye vacation.” I couldn’t believe my eyes. I was ready to move on, since the guide himself seemed nice and wanted to continue, but apparently, he wasn’t allowed to. His manager – this rude person behind a screen – insisted we be left behind and even told me to remove my backpack from the van.

In the end, we were abandoned in Sinaia (the first stop of a 2-day experience) and had to continue the trip by ourselves. Thankfully, other travelers who stood up for us were also kicked out, and together we managed to complete the route by bus, taxi, and train. Ironically, the cost ended up being about the same – only without the stress of dealing with such an untrustworthy provider.

GetYourGuide itself was excellent and professional and when I sent the screenshots, they didn't hesitate to proceed with a full reimbursement. I didn't even had to ask. The messages were unbelievable, I wish I could add them here.

One Excellence Tours was ruthless, disrespectful, and utterly unreliable. Avoid them at all costs.

Absolutely awful experience – avoid at all costs!

This company cancelled our tour without telling us — no email, no message, nothing. I only found out by chance the night before when I went to double check the meeting point. If I hadn’t looked, we would’ve shown up for nothing. It’s now the next day and they still haven’t replied or sent any communication whatsoever. Completely unprofessional and irresponsible. Shocking customer service. Do yourself a favour and do not book with this company.

On 04 of July, mine with three other friendly families participated in a tour booked through your platform, operated by One Excellence Tours in Romania.
From the beginning, the tour guide was rude. He insisted to be paied with extra 15€ by each. When we complained about, he threw us out of the bus,,,and moreover,,,, when I refused to leave the bus, a group of about 5 Romanian bodybuilders appeared... They're not "One Excellence Tour in Romania" they are "One Excellent Gang in Romania.

On 04 of July, we participated in a tour booked through your platform, operated by One Excellence Tours in Romania. Unfortunately, our experience was extremely negative due to the inappropriate and unprofessional behavior of the tour guide. Tour guide just want to pay extra 15€ per person (of course without any incoice) in order to help you to close tickets.. From the beginning, the guide was rude and disrespectful. While we were still on the way, I submitted a complaint through your platform regarding his behavior. Shortly after, during our first stop, the guide found out about the complaint and ejected us from the bus, refusing to allow us to continue the tour. We were left stranded without assistance or transportation. This conduct is completely unacceptable and unprofessional, and it raises serious concerns regarding safety and customer treatment....

There are plenty of tour operators in Romania, you can find a better one than this one here.
I’ve booked the tour via getyourguide and during the bus ride the tour guide offered a guided tour through the castles for 10 euro per person (which is included in other tours, but nevermind). We booked the guided tour for two people but the entry tickets for peles castle weren’t available anymore online. So the tour guide offered us to buy them directly from her. But we were actually missing 5€. So we’ve asked, if it’s possible to cancel one of the two guided tours we’ve booked earlier so we can go inside the castle. What’s the point of a guided tour if you can’t go inside?! Well, the tour guide said her boss wouldn’t allow that so I’ve asked for the contact number to ask him directly. I mean she was busy with the tour and I didn’t want to bother her. When I contacted the boss, he went totally nuts, fired the tour guide for giving out his contact details and kicked us out of the tour. He didn’t even cared or listened to the problem. Anyway we were lucky and another company, which was on the same route took us in for free - which was so nice! We had the most awesome day and a super friendly and caring tour guide afterwards. And because we had such an incredible day and got a full refund from GetYourGuide, I thought nevermind I won’t tell this story. But after having 2nd thoughts, persons like him shouldn’t get away that easily. When you treat your own employees and paying clients like sh*t and kick a 16 year old girl out of the bus in the middle of nowhere, you need to pay your bills. I’m pretty sure, he’ll reply to this comment telling some daydreams and fairytales, but that’s alright - small egos need that because they can’t handle critics.

And regarding the fairytales I’ve already foreseen: Nobody screamed or yelled or threaten anyone apart from him. There wasn’t any disrespectful behaviour apart from his. I still have the screenshots of the chat. And the tour guide probably just told him that we have been disrespectful to save herself (and her job) because she is scared of HIM. AND if we really would have threatened her to give out his number why did he fire her then and didn’t show any empathy or support to his employees? Like I said: Fairytales… Men like him just need to be cancelled.

Horrible customer service. Demeaning and rude. Left 15 minutes before ticket time and then blamed it on the customer.

AVOID AT ALL COSTS. Con artists in the finest degree, all the staff are very very very unprofessional and the worst treatment iv seen on a tour ever, the day started off okay getting into the bus once we arrived at bran castle they tried to make us pay extra for them to take us around on a tour, all it states in the description is to bring money for the entry this is not true if you can’t pay them what they ask (which is double what the ticket to the venue actually costs) they will leave you at the door and abandon you, also an icicle fell from the roof and small piece cut my partner above her eye and all they did was say oh no and carried on with everything when she was bleeding from her face, they did nothing to help and abandoned us at the door when we then get in they forced us to walk behind them so we could not hear the tour, we got the train home from brasov as we didn’t feel safe with these absolute pirates but read other reviews and it makes sense, people have missed flights, been left stranded, there has been eye witness accounts of them seeing people running for the bus and driving off from what I have read, they try and play nice but all they want is your money. AVOID.

Husband and I went on a day trip to Peles Castle, Bran Castle and Brasov a few days ago and had a wonderful time. We received pick-up instructions the day before via Whatsapp, which included a google map pinpointing exactly where the meeting point was (taxi stand next to the 5* Grand Bucharest Hotel). Both the coach and the guide were prompt and the whole day went without a hitch. Would highly recommend this trip (and company) to anyone thinking of visiting Romania although be aware that the entry fees to both castles are not included and incur an additional cost of 175 RON / €35 per adult.

I would like to put minus 1 to this review or a 0 as that is what they deserves.
Sadly we did not made it to the tour because is been cancelled by the tour operator without my permission. I have booked via VIATOR and I asked some normal questions to the tour operator such as rooms arrangements and pick up point, I literally being insulted aggressively by the incredibly unprofessional 'customer service' person. They cancelled the tour after I specifically said NOT TO and that they simply dont care, they dont work for free ( answering questions about your tour is working for free?). By the way we paid the tour in full in advance and now waiting to be reimbursed. I never in my life being treated in a such rude manner, I felt upset and outraged, so much so that One excellence tour company continued to insulting me via my private email and this is not being reported to the police as harassment. Avoid those criminals at all cost! The positive reviews are from their partners in crime. This experience is been so bad that put me off to go to Romania on holiday all together.