Discovering Syracuse

Traveler Reviews

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  Christin2.0•September 2026
  Our “tour” was a disappointment. On arriving to Syracuse, we arrived at the Una Hotel. While the hotel itself was...
  Our “tour” was a disappointment. On arriving to Syracuse, we arrived at the Una Hotel. While the hotel itself was lovely, it is situated on a steep hill in the middle of what appeared to be a residential area. The town was a 40 minute walk in 34 degree heat, so not something we attempted. On our first day, we went in to Ortigia to see the Cathedral, and returned home without doing any sight seeing as we were scheduled for a sunset cruise that evening and a walking tour of Ortigia the next day. However, both were cancelled. So, we missed a large portion of the whole reason we travelled to Sicily. While we were refunded for the missed cruise, and offered a replacement tour to Noto, it wasn’t a location we particularly enjoyed. The final tour to Taormina and Mt. Etna was nice. We never met the tour representative, the agenda was not provided unless asked for, and my concern about one of our drivers was never replied to. So, unfortunately, this is not a tour I would recommend.Show more
  Traveled in September 2026
  

  Reply from: TUI Italia

  Thank you for taking the time to share your feedback. I’m genuinely sorry that the trip did not meet your expectations, particularly as I know how much you were looking forward to experiencing Sicily. Regarding the UNA Hotel, it was the first-choice property indicated in the original brochure and itinerary. I always provide the full travel documents in advance, including the hotel details, so guests can review everything before travelling. Had the location not suited your preferences, I would have been very happy to arrange an alternative. I’m also very sorry about the cancelled experiences. The sunset cruise had to be cancelled due to adverse sea conditions, and a refund was provided. The Ortigia walking tour was cancelled due to technical issues with the supplier, and we offered Noto as an alternative, including hotel pick-up, which you accepted. As this was not originally part of the itinerary, I had also considered offering a refund so you could arrange another activity independently. I’m glad to hear that you enjoyed Taormina and Mount Etna. Just as a small clarification, the trip was designed as a private itinerary with selected shared activities, so there was not a tour representative scheduled to meet you in person during the stay. We do, however, provide a 24/7 assistance number, and our team remained available throughout the trip whenever you needed us. I’m sorry that, overall, you did not feel as supported as you had hoped. I truly wish we could have made the experience more enjoyable for you, and I appreciate you taking the time to share your feedback with us. Thank you again, and I sincerely hope you will have the opportunity to return to Italy under more enjoyable circumstances. Regards,Yvonne Tui Italia

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  Adla3.0•August 2026
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  A very mixed experience: We were hoping for a hassle-free trip, but the service was very (too) expensive once we...
  A very mixed experience: We were hoping for a hassle-free trip, but the service was very (too) expensive once we found out the individual prices of the excursions we took part in. It makes you think we could have just used the itineraries suggested on the website as inspiration and booked them ourselves... The activities listed on the tour page aren’t guaranteed: the agency only books them once the customer has paid for the package, so during peak season, they’re often already fully booked for the desired dates. Activities are subject to change, and no compensation is provided. No quote is provided before payment, so there’s little reliability in case of problems and no transparency regarding the breakdown of the price paid and the agency’s fees. Ask to book your own accommodations to lower the total cost of the trip (hostels in Italy are often new and very pleasant). One of the few positives: the Tui Italia agency coordinator (Yvonne) responds promptly to messages.Show more
  Traveled in August 2026
  

  Reply from: TUI Italia

  Thank you for taking the time to share your feedback. I’m sorry to hear that your experience did not fully meet your expectations. I would, however, like to clarify a few points. There is also the possibility of booking only the activities or only the accommodation, depending on the client’s preferences. Furthermore, even after the trip has been confirmed, if an activity becomes unavailable and the proposed alternative is not to your liking, it is possible to request a refund for that activity rather than accepting the replacement. Unfortunately, I was not made aware that you were unhappy with any of the alternatives or arrangements during the trip. I’m truly sorry about this, because had you contacted me, I would have done everything possible to find a solution that suited you and to make sure you enjoyed your trip as much as possible. Our goal is always to accommodate our clients’ preferences and find the best possible solution whenever an issue arises. I sincerely regret that I did not have the opportunity to do so in your case. Thank you again for your feedback. We will certainly take your comments into consideration as we continue to improve our service. I wish you all the very best, Yvonne Tui Italia Team

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