Play Granada Anmeldelser 

Viator and TripAdvisor just cheated me not only out of €207.00 but also prevented me from realising a dream.

I paid the money for 3 tickets to the Alhambra on 15 May 2025 only for them to inform me a few hours before the visit ‘that there is a problem’. What exactly is the problem? Are you scamming me in broad daylight?

I have already incurred transport (from South Africa), accommodation and ticket costs amounting to more than €3000 - including hiring a wheelchair for my seriously ill daughter at € 72 for the day. And now, after arriving in Grenada, you are telling me there is a ‘problem’.

I intend to arrive at the cathedral tomorrow, show them your confirmation that we have a booking, proof of payment and insist that they prevent you from doing further business with the Alhambra.

TripAdvisor / Viator, this is an injustice that my family will never forgive you for.
I Bisschoff

We did a bike tour of Albaicin Grenada with Play Grenada. Our tour guide Angel was amazing. Very knowledgeable and really enjoyable to spend a couple of hours with. Would highly recommend.

Nuestro guía, ANUAR, excelente en todo momento. Nos escuchó, respondió nuestras preguntas con mucho conocimiento y amabilidad. Nos explicó la historia y detalles interesantes de todo el recorrido. Destaca también en su dominio de varios idiomas y por ser experto en la ruta, mostrando su respeto por todas las culturas.

Hicimos el recorrido de Albacín y Sacromonte con un magnífico guía ANUAR, que explica con una increíble calidad, amabilidad y paciencia durante todo el recorrido. Gracias Anuar por hacer la diferencia entre los GUÍAS

Not at all Proffesional., Communication in English is really really compromised. They go fast, and they do not have any clue of where their claims are. They really do not even care! We had to leave the trip halfway because they are not at all professional. Do not waste your money. We wasted money. Our trip was at noon, and it left at 3 PM. They did not even bother to tell us in advance.

La experiencia con Play Granada fue un desastre estrepitoso, con una atención al cliente pésima, es más, la persona que nos atendió (creo que un tal David?) nos retiró las entradas indicando que si las queríamos nuevamente le teníamos que pedir disculpas.

INCIDENCIAS: Éramos un grupo de 5 adultos y 5 adolescentes (12, 14/15 años) y algunos de estos últimos no llevaban el DNI físico y en una entrada de un adulto había un error pues figuraban 2 entradas con el mismo nombre aunque el DNI era diferente y correcto (un error a la hora de rellenar los datos y que pudimos solucionar sin problemas en las taquillas de la Alhambra).

El tema es que la persona que nos atendió de PLAY GRANADA nos dijo que los adolescentes de 14/15 años estaban obligados a llevar el DNI físico (hicimos el cheking online adjuntando todos los DNI del grupo previamente), y que ya no podríamos hacer el tour con la guía contratada porque teníamos que subir a las taquillas de la Alhambra a resolver las incidencias.

Lo que fue surrealista es que en la tensión del momento este trabajador nos retiró las entradas diciendo que nos devolvía el dinero o que nos las daba de nuevo si le pedíamos disculpas...evidentemente estábamos enfadados pero en ningún momento se le faltó el respeto y su reacción no es propia del puesto que representaba. Al hacer el cheking en ningún momento se nos mandaron las entradas, solo recibo de la compra y las instrucciones/normas recibidas estaban solo en inglés, cosa incomprensible cuando estamos en España y somos un grupo de españoles.

Pedimos la hoja de reclamaciones pero al final no nos la entrego y no pasamos después a pedirla y rellenarla, aunque ese era el plan, pero para 3-4 días que estábamos no quisimos perder el tiempo en esta gestión tan poco agradable.

La señorita que nos atendió la incidencia en Alhambra fue muy amable y nos resolvió las incidencias en el acto, a parte de aclararnos que solo los mayores de 18 años están obligados a presentar el DNI, por lo que el tal David ¿? de "Play Granada" tan cargado de razón, no tenía ni idea de lo que nos estaba diciendo y encima nos culpaba de no haber leído las normas que recibimos "en inglés".

En resumen, nos quedamos sin el tour guiado contratado y no nos devolvieron el dinero abonado por dicho tour porque el trabajador de Play Granada no fue capaz de hacer una buena gestión de cara a sus clientes (nosotros). Por todo esto les doy la mínima puntuación porque de poder haber sido un día muy agradable haciendo turismo en esta ciudad tan bonita nos amargo el día y la experiencia. Muy mal Play Granada, muy mal!!! Les recomiendo poner personal más cualificado y amable que sepa atender a un cliente.

Engañan sin remordimientos.
Tened cuidado al contratar con esta empresa, lo mismo os cancelan lo contratado unas horas antes como a nosotros.
Un viaje desde Bilbao para ver la Alhambra y nos hemos ido sin verla.
Una auténtica vergüenza de empresa

I want to prefix this by saying I throughly enjoyed the Night Adventure Tour with Joao, so much so that I booked a Flamenco show through him for the following evening... which I sadly regretted as I just don’t want to support this company after their behaviour.

So first of all I arrived yesterday at 6.30pm (Sunday) at their offices before the Night Adventure Tour as the lady at the Granada bus station stand - where I bought my tickets for the Night Adventure and Alhambra tours on my arrival in the city - said I should collect my Alhambra tickets which I’d booked for today (Monday). I was told by staff at the reception that I’d get them after my Night Adventure Tour so that was that.

Had an awesome tour - Joao was great - but when the group got back to the HQ and the Alhambra tickets were handed out, mine was missing. Joao apologised as there was nothing he could do - there was a Uruguay couple’s tickets in the batch left for his group and we didn’t have any Uruguayans so there must have been a mix up. He left post-it’s on the reception desk explaining that they had not supplied my tickets and that I’d be round tomorrow to collect. Then as a group Joao took us out to an authentic tapas place where we had a couple of drinks to say goodbye. Legend and a great night aside from the ticket hiccup.

So on Monday I had planned on going early to Alhambra - literally at 8.30am when it opens - so I could miss the crowds, and the heat of the day, and most importantly be back in time to move from one Airbnb to another. Obviously this was now impossible, so after I’d moved accommodations I headed over to pick up my missing Alhambra ticket back at Six Thrills HQ

It was now just after 12pm and pouring with rain. So I walked up to the front desk and the man and woman at the desk were who Joao had introduced the group to as “his boss” and “his boss’ boss” when we’d bumped into them last night on our way to tapas. I greeted the guy and told him I needed to collect my ticket as it wasn’t provided last night and he pointed me to the lady. I gave her my name, she found me on a list, and so begun the process of printing it off. I then asked if it was possible to move the access to Alhambra to tomorrow as I had planned on going in the morning and, as they were unable to provide me with the ticket last night, this was now impossible. It was also now pouring with rain so it’d be great.

The man behind the desk then absolutely laid in to me. He said I’d have to buy another ticket. I said that that was a bit unreasonable as they were the ones that caused the ticket issue in the first place. He then likened the service to an air flight and then he started insulting my character by saying, “people like you always ask these things”, “you look like that kind of person” and that if he needed to talk to me “like his daughter” then he would. I kept looking at the lady and around me for help and for the camera because it was unbelievable how rude and aggressive he was being. The women said nothing during this tirade aside from a small side comment to him in Spanish to which he responded in English - clearly so I could understand - that “she needs to be taught a lesson”. He then started insinuating that I hadn’t collect my ticket this morning because I’d been out having tapas last night, which is just ridiculous and completely irrelevant in any case. I honestly couldn’t believe what was happening. At one point his voice was so raised I was actually stepping away from the desk with my hands up asking repeatedly please to not shout at me. Finally she printed off the ticket and tried to explain how to get there but to be honest I was standing there in shock and didn’t hear anything. No apology for anything.

I was so shaken by the whole experience that I went and cried in the toilet afterwards. It was still pouring with rain so I hid behind the concrete pilar by the door so he didn’t see me waiting for the weather to improve. One of the guides who witnessed the whole thing and that I’d made eye-contact with looking for support, came over to see if I was ok which only made me burst into tears again.

It was the most awful awful experience. I felt so insulted and mistreated. I almost didn’t go to visit the Alhambra after that, I just wanted to throw my ticket away.

I have no idea what this man’s name is, other than he is “the boss”. The lady - who supposedly was his boss but did not intervene at all - is called Zane... I discovered this on their website under Staff.

My experience of the guides was great and the customer service at the bus station too, but never in my life has anyone ever spoken to me like that man.

Disgusting.

We got ripped off and lied to! We were walking in the city casually when an employee of the bureau contacted us, he asked us where we were going for our stay in Granada and we told him the Alhambra, he said he could sell us tickets and took us to their bureau, which is conveniently located above the (genuine) tourist information so that you would have the impression that it was not a private company but the official tourist information. Now here is where the really bad part comes in, he gave us a price of €40 or 55€ per person including the Nazrid palace. I told him that the last time I did go to the Alhambra 2 years ago I did buy the ticket directly at the entrance for around €14 and that I was surprised at the price, the employee told us that there were NO TICKETS available at the Alhambra anymore and our only option was to buy tickets in advance because of terror threats and whatnot. When I wanted to pay with credit card he told us there would be a €2 credit card fee, when I told him I wanted to pay for both tickets suddenly this fee was per person so it ended up in a total of €114 for 2 tickets to the Alhambra including the Nazrid palace and a "sunset tour" which we asked if we could opt out of, but he said this was not an option and that it was also "free", meaning included in the €55 tickets. Turns out the next day when we did go to the Alhambra, there were plenty of available tickets (at €14)! Only reason this company deserves 1 star is because we did get a partial refund of €30 after complaining in the afternoon, but really I feel so ripped of like I have never been before. This company is a tourist trap and nothing else! Play Granada, if you ever decide to give me an additional €30 refund (the price of the "sunset tour" which we didn't want in the first place).