Complaints

This profile includes complaints for Tauck World Discovery's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tauck World Discovery

  10 Westport Rd Wilton, CT 06897-4543

• 

  Tauck World Discovery

  PO Box 5020 Norwalk, CT 06856-5020

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/21/2025

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked Tauck expecting a premium, seamless trip. Instead, our family faced neglect, humiliation, and unsafe conditions.
  From the start, I made clear that we needed connecting rooms due to our children. Tauck never confirmed arrangements. In ****, we were told we had to pay $500 per night, per room for connecting rooms — more than double the published rate. Tauck did nothing to intervene.
  Our tour director, Marco, was unprofessional throughout — repeatedly drinking while on duty, ignoring urgent messages, and mocking my concerns in ****** when I begged to be moved from a mold-ridden room. His behavior was humiliating and dismissive.
  The most disturbing incident occurred in ****** at the ** ********. Our assigned room smelled of mold and mildew. My daughter, who has asthma, began coughing immediately. Despite more than 30 available rooms showing on my ****** app, we were refused a move. The odor was so overwhelming I had to sleep on a cot in the hallway. On the final night, the room flooded from rainwater, worsening the mold and smell. I woke up barely able to breathe. This was unsafe and unacceptable.
  In ********, our rooms were placed next to elevators and stairwells, directly where noisy construction occurred from 10:00 PM until past 1:30 AM. My children were in tears. Staff admitted they were removing signage at midnight outside our door. Marco never responded to my urgent messages.
  At trip’s end, no survey was offered to us. Tauck later responded only through an attorney, saying they had “already apologized” and bore no responsibility since the tour was outside the U.S.
  Tauck promises luxury and family care, but what we experienced was disorganization, indifference, overcharging, humiliation, and dangerous conditions.
  Disclaimer: This review reflects our personal experience and perspective. It is based on how our family felt, the treatment we received, and the specific situations we endured during this trip.

  Business Response

  Date: 09/09/2025

  To
  Whom It May Concern,
  
  Response to BBB Complaint
  – **** ***** *******, ****** ***** Journey
  Tauck values all guest feedback and
  has been in direct communication with **** ******* on several occasions
  regarding her recent ****** ***** journey. Additionally, our legal counsel has
  provided a written response. Since filing this complaint with BBB, ****
  ******* has disputed all charges with **** regarding the completed trip and
  Tauck is currently responding to this dispute.
  While we regret
  her lingering disappointments, we believe the services contracted were
  delivered in full, with reasonable remedies offered at every stage.
  

  Services
  Provided

  **** ******* and
  her family participated in and completed the scheduled ****** ***** itinerary,
  receiving all contracted inclusions. At the time of booking, Tauck advised the
  travel advisor that connecting rooms could be requested but were not
  guaranteed. This policy was restated pre-departure, and Tauck relayed the
  request to each hotel partner and the Tauck Director.

  Specific
  Concerns & Remedies Offered
  

  **** (pre-tour upgrade): To secure connecting rooms
  beyond Tauck’s contracted category, the hotel offered a paid upgrade. ****
  ******* approved this after full pricing was disclosed.  This was completed on own between **** *******, her
  travel advisor and hotel. Tauck was not a part of this agreement or
  financial transaction.
  

  ******** (****** *********, July
  4–7): Following a
  report of overnight maintenance noise, the hotel immediately offered the
  Presidential Suite and other relocation options. The family declined to
  move and accepted goodwill beverages.
  

  ****** (** ********, July 7–9): After an odor concern, the Tauck
  Director and hotel supervisors inspected and detected no odor.
  Nonetheless, the hotel offered multiple remedies (ozone treatment,
  same-day non-connecting relocation, next-day connecting relocation), all
  of which were declined.
  

  **** *******
  later alleged mold and water issues but did not provide the promised photos or
  videos despite Tauck’s written request. Independent hotel statements and the
  Tauck Director’s incident report confirm no unsanitary conditions and document
  the guest’s refusals of remedies. On July 30, the ** ******** Front Office
  Manager issued a detailed statement confirming this.
  

  Tauck’s
  Position
  The journey was completed as
  contracted.
  Reasonable, immediate remedies
  were offered at each point of concern.
  Independent documentation refutes
  claims of unsanitary conditions.
  Despite repeated requests,
  supporting evidence from the guest was not provided.
  
  Conclusion
  While we regret
  **** *******’ dissatisfaction, Tauck and its hotel partners acted promptly and
  in good faith to resolve concerns. As such, we do not believe compensation is
  warranted. We have apologized for her lingering disappointments, but maintain
  that the services purchased were delivered as promised.
  

  Sincerely,
  Nickie C******
  Associate Director
  Guest Relations and Journey
  Preparation Department
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:08/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tauck Tour did not meet their standards as advertised. We sent a 20+ page letter to Tauck Tour’s president and multiple department heads detailing the issues that arose on our trip to ******** ****** **** ******, and ******. They replied with no empathy or respect. With no results from Tauck Tour, I reached out to ******** ******* and they let me know that Tauck Tour will not cooperate with their guidelines and it was advised to reach out to the BBB.
  
  Date: July 10 - July 23, 2024. Cost: $28,000 for the tour, and Air: $8000.
  
  Per Tauck’s Mission Statement: “Our Values and mission remain true. Always do the right thing and deliver more than what is expected.”
  
  The Brochure had been stunning and their wording was very exciting, yet turned out to be misleading. This tour was depressing. So many things were not as described. We wasted our time and money.
  
  This tour did not deliver. While on the trip, I sent a number of emails with comments but never heard back. When I returned home, I immediately called customer service and spoke to a representative. She was disrespectful and insulting to me as she challenged everything I said.
  
  1. Airline tickets: Booked via Tauck, and once completed, would not release our earned miles to us. That is a lot of money in travel points lost.
  
  2. Tour : The tour was inconsistent with the brochure and the guide said this tour was different in the past and will be different in the future. Many important regional highlights were left out, sped through, or planned poorly.
  
  3. Hotels : Many Paradors were below acceptable standards. One was a youth hostel another had dark and cold rooms, with mold on the wall and shower door. These were not the luxury hotels sold
  
  4. Food: Prior to trip, I filled out the diet restrict forms, yet, there was a commotion at almost every included lunch or dinner that what we were to eat! With the connections Tauck has with each of these venues, why weren’t options pre-planned?
  
  Please help w/ financial refund

  Business Response

  Date: 09/18/2024

  Good Afternoon,

  While there are several disappointments **** ***** has shared with the home office, I kindly ask that I am provided such time to review with necessary management in order to provide an appropriate response.

   

  Sincerely,

  Nickie C******

  Associate Director

  Guest Relations and Journey Preparation Departments

  Customer Answer

  Date: 09/19/2024

  This business has been in possession of documents and complaints since mid August.  Asking for extension, is just a stall tactic that should not be granted.  We are waiting for this reply and no concession should be made to them for longer reply time 

• Initial Complaint

  Date:02/21/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i AM RECEIVING MAILINGS FROM THIS COMPANY - WANT A STOP - I AM ON A NON MARKETING LIST, HAVE NEVER DONE BUSINESS WITH THIS COMPANY, NEVER WANT TO DO ANY TRANSACTION --- AND DO NOT WANT MORE WASTE . DO NOT KNOW HOW THEY GOT MY ADDRESS [i AM nyc, THEY ARE IN ct] --- CEASE AND DESIST HAS BEEN SENT TO THEM ALSO.

  Business Response

  Date: 02/22/2024

  Good morning,

  I do apologize on behalf of Tauck for this issue.

  However, I do not see any notes in Ms. ******* Tauck profile, where requests have been made, to be removed from our mailings. Usually this is notated and handled in a timely manner.

  This has now been completed but it may take a couple of weeks for the mailing to stop.

  Please let me know if there is anything further I can do to assist.

  Warmest regards,

  Margherita L********

  Senior Guest Relations Specialist

  Business Response

  Date: 02/22/2024

  Date Sent: 2/22/2024 11:35:26 AM
  

  Good morning,

  I do apologize on behalf of Tauck for this issue.

  However, I do not see any notes in Ms. ******* Tauck profile, where requests have been made, to be removed from our mailings. Usually this is notated and handled in a timely manner.

  This has now been completed but it may take a couple of weeks for the mailing to stop.

  Please let me know if there is anything further I can do to assist.

  Warmest regards,

  Margherita L********

  Senior Guest Relations Specialist