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Recent reviews

Andra Zdrelea

Andra Zdrelea

Rated 1 out of 5 stars

My friends and I bought a 3-day Go City pass for Madrid, and it completely ruined our trip. We spent more time fighting with customer service than enjoying the city, and we ended up spending significant money out of pocket anyway. After paying €740 for the passes, it actually would have been cheaper to book everything ourselves. ​Here is how our 4 days were ruined: ​Day 1 (Santiago Bernabéu): We had a confirmed booking, but Go City canceled it last minute—after the scheduled start time of the tour. They blamed us for "not checking available days," despite us having a written confirmation email. The third-party agency tried to help over the phone, but Go City refused to take responsibility for their mistake. We had to pay an extra €135 (€45 x 3 people) out of pocket just to get in. Because half the day was already wasted resolving this, we had to postpone the official activation of our pass to the next day. ​Day 2 (False Charges): I was wrongly charged a "no-show" fee after completing a tour. They even tried to charge me twice, which triggered my bank to freeze my card. While the third-party agency eventually refunded the €22 a few days later, Go City support was entirely useless. ​Day 3: The only decent day, though I still had to spend time dealing with a chatbot because the false charge happened over the weekend when the actual agency's offices were closed. ​Day 4 (System Glitch & Expired Pass): Because of a glitch in their booking system during a previous rescheduling, they claimed one of our passes had expired early. I had even called ahead to confirm our Royal Palace booking was correct; they assured me it was, and I even had a written confirmation email proving it. Because of their error, we were forced to pay an extra €33 for a Hop-On Hop-Off bus ticket that should have been fully covered. Go City eventually reactivated the pass after a long, exhausting argument on live chat, but flat-out refused to refund our €33. ​Summary: Your entire trip is held hostage by their buggy website availability, and the customer service provides zero actual help. Go City acts as a middleman to take your money, but they take zero responsibility when things go wrong, instead blaming everything on their third-party partners. Avoid Go City Madrid for your own sake if you want a relaxed vacation.