Troll Reviews

very disappointed

I booked a specific whale tour for me and my very elderly father via their Icelandadvice site but received tickets for another trip After many emails and telephone contact I have not had any response except one telephone promise that I would receive a response I am very disappointed and advise you not to use this provider again

Awful customer service don t use this company

Do not use this company My wife and I went there last week for a 5 hour expedition tour in the glacier and when we arrived at the site we were told our names were in the list twice but not to worry they were going to let their office know there was a double booking error before we left at the end of the tour we had the same conversation with them and they advised not to worry they had spoken to the office to just send them an email an explain what happened When we arrived back home we checked the credit card statement and yes we were booked twice we contacted them and that s when their true colors came out first they tried to treat the issue as we were going to cancel after the date then they tried saying we had booked thru a travel agent then that they were not aware of the issue and the people on site don t know anything about bookings then that they didn t have our money because we used a third party vendor and provided an email for this vendor so I replied all parties involved and she Anna answered removing the third-party vendor when I answered back asking about it and telling her the best way to resolve the issue was all the parties involved copied in the communications she denied removing them but kept insisting she didn t had our funds until the end of the month and she can t refund us The website for the Islandic tours third party vendor replied that they had checked the transaction and it indeed looked like it was booked twice to quote them exactly It appears the booking was made through the widget from Bokun that is integrated on our website We didn t take any action on this booking but it seems there was a double booking- the client is indeed booked twice for the same tour This seems to be a clear mistake and in my opinion it would be fair to offer a refund However since we cannot process a refund if you are going to charge us for it the final decision rest with you After this last communication no further responses from Anna Troll Expeditions luckily for us we used American Express and we don t have to wait for Anna to do the fair thing UPDATE After letting them know we had contacted Amex to dispute the transaction and advising we will not be recommending them we got an email from the owner of the company saying that he had provided a FANTASTIC service his words not mine and we were not being fair because this is all our fault and or the third party-vendor and approved the third party-vendor to refund us He insists that he has nothing to do with our refund but he approved it LOL Approval that we didn t need because Amex reviewed all the information and had already refund us

BAD MEMORY of Iceland

BAD EXPERIENCE My ONLY BAD MEMORY of Iceland I booked a month in advance the Snorkeling in Silfra at a cost of 44000 ISK 300 for 2 people for my first day in Iceland The day of departure for Iceland the flight was cancelled and I was forced to give up the activities booked for the first day in Iceland Snorkeling in Silfra in the morning and the Thermal Bath in the evening I immediately called the Trolls staff who said NO change of date NO refund I insisted so the Trolls staff gave me a 50 discount valid only for new bookings so pay another 22000 ISK for new bookings for 2 people And I want to pay 22000 ISK more for Snorkeling in Silfra unfortunately the discount code MISSEDTROLL50 is not valid the booking system did not accept the code it is fake Given my experience I recommend NOT BOOKING THIS TOUR if you are not 100 sure about doing it In my relationship with the Troll Expedition staff NO understanding NO collaboration NO refund No proposal I paid 44000 ISK 300 for the only bad memory of my holiday in Iceland 2 weeksPS for the reservation at the Thermal Bath the staff of the Thermal Bath including the absence due to force majeure cancelled flight immediately proposed to me to choose a new date

Multiple failings

Firstly having been provided with a meeting location by your team this was not the correct meeting location Furthermore nobody from your company contacted us to inform us about the change in meeting point or came to check the location that was provided to check if people were there I am confident we were at the correct meeting point due to other guests being with us also confused and the fact that when we found the new meeting point the operator acknowledged that they had moved the meeting point To add to this when we called the help desk they confirmed that we were in the correct location and stated the operator had just rang to say they were on their way and running late Luckily another guest was called by your team later and informed that the start point had moved That was quite lucky as I was not granted that courtesy Following the confusion above we moved to the new carpark and I was relieved to see a Tr ll minibus I went over to the minibus and knocked on the window As a result of this instead of helping your driver started yelling at me I honestly couldn t believe that somebody working for a tourist operation was speaking to somebody like that As a representative of your company it was disgusting

All good

All good Trustworthy and nice

This was our first trip to Iceland and

This was our first trip to Iceland and we truly wanted to make the most of it Alex Hashu was an amazing guide polite and very funny He made the entire experience special and simple so we were able to focus on enjoying this beautiful country

Highly recommended

Went on numerous tours with Troll highly recommended - every penny worth

3 days tour glacier hike

This was our first trip in Iceland and we really love it it was amazing time The glacier hike in Skaftafell it was wonderful and very good experience be side this our driver Alex from Romenia he was very professional make the group to feel really happy He was telling us a lot of Saga stories and he was very special and good driver We high recommended 3 days tour specially when you are going with the family

Great guide and amazing scenery

My wife and I went out to the Crystal Blue ice caves with the guide Biggi and it was an amazing experience Good information excellent eye for taking photographs of whoever wanted them and a friendly demeanor the whole time Don t miss out on this experience