What To Expect

What‘s Included

Reviews

• Vacation

  pauline p,,Jan 8, 2026

  - Review from Viator

  5.00

  The hob on hop off pass is worth the money - the drivers were really helpful.Would highly recommend this company

• Worst Big Bus in the World

  H2010LGjanes,,Jan 8, 2026

  - Review from Tripadvisor

  2.00

  Probably the worst Bug Bus ride in the world and we’ve done lots. Driver either gos too fast and the commentary can’t keep up or commentary keeps sticking and repeating itself or misses out vital information. Discovered this when we repeated a journey. An expensive bus ride listening to too much music.

• Amazing tour 😍

  Angela S,,Jan 4, 2026

  - Review from Viator

  4.00

  It was my first time solo trip easy to follow the first time in my thoughts. Great experience 👍 try.

• Misleading app, admitted errors, and hours of gaslighting instead of a refund

  Nathan P,,Jan 4, 2026

  - Review from Tripadvisor

  1.00

  We planned our final night in NYC around Big Bus Tours’ Holiday Lights Tour and relied on their official app and live chat for accurate timing and location. That trust was a mistake. Big Bus Tours’ app — and their own chatbot — confirmed in writing that the tour departed at 7:00 PM from M&M’s World in Times Square. We double-checked because earlier that same day, the app had already shown stops as open when they were actually closed, leaving groups of tourists waiting with no notice. We showed up exactly where and when their app told us to be. There was no tour. No bus. No staff. We were told on-site that the tour had already ended hours earlier. What followed was one of the most frustrating customer service experiences I’ve ever had. When we contacted support: • Multiple representatives acknowledged that the app and chatbot provided incorrect information, referring to it as a “glitch” • Despite this, they repeatedly insisted the problem was ours for trusting the app • They asked me to resubmit the same documentation over and over, including copying their own chatbot’s written confirmation into the chat • Then they told me that documentation “didn’t count” and refused to add it to the ticket • They claimed I should have found a different page on their website and verified the information there instead of relying on the app they themselves provide • They refused a refund because I didn’t anticipate their error and take screenshots in advance • They offered tickets for another city instead of refunding a service we never used To be very clear: Big Bus Tours admitted their app gave incorrect information, then spent hours denying responsibility, shifting blame, and telling me I should not have trusted their own app. We never used the tour. We were leaving NYC the next morning, making rescheduling impossible. And yet they kept our money. If you are visiting NYC on a limited schedule and relying on this app to tell you where to be and when, understand this: when their information is wrong, they will still blame you for believing it. I strongly do not recommend this company. When a company admits its information is wrong but still refuses accountability, travelers are the ones who pay.

• Skip it!

  nataliapZ598FK,,Jan 4, 2026

  - Review from Tripadvisor

  1.00

  We trusted Big Bus Tours’ app. Their team admitted it was wrong. Then they blamed us for believing it. On our last night in NYC, my wife and I went exactly where Big Bus Tours’ own app and live chat told us to go for the Holiday Lights Tour: 📍 M&M’s World, Times Square ⏰ 7:00 PM departure Their chatbot confirmed the 7:00 PM start time in writing. More than once. When we arrived, there was no tour. No bus. No staff. We were told the tour had already ended hours earlier. Earlier that same day, the app also showed bus stops as open when they were actually closed, leaving dozens of tourists waiting with no notice. Here’s where it gets worse. When we contacted customer service:     •    Representatives acknowledged that the app and chatbot may have been incorrect     •    They referred to the errors as “glitches”     •    Then they told us it was our responsibility to “check all available resources” to confirm whether the information in their own app was accurate     •    They refused a refund because we didn’t anticipate their mistake and capture screenshots ahead of time     •    They offered replacement tickets in another city instead of returning money for a service we never received Their official app gives incorrect times and stop information. Their agents acknowledge it. And the customer is still blamed for trusting it. We never used the tour. We leave the city the next morning. And yet they kept our money. This isn’t a misunderstanding. It’s a system where:     •    The company controls the information     •    Admits it can be wrong     •    And shifts responsibility to the customer when it fails If you’re traveling on a tight schedule, relying on an app to tell you when and where to be, this could just as easily happen to you. Posting this so other travelers know exactly what they’re agreeing to before they book.

• App gave wrong information, staff admitted it — then blamed us for trusting it

  Nathan P,,Jan 4, 2026

  - Review from Tripadvisor

  1.00

  We booked Big Bus Tours’ Holiday Lights Tour during a short NYC trip and relied on their official app and live chat for timing and location. That turned out to be a mistake. The app — and Big Bus Tours’ own chatbot — explicitly confirmed in writing that the Holiday Lights Tour departed at 7:00 PM from M&M’s World in Times Square. We showed up exactly where and when instructed. There was no tour. No bus. No staff. On-site personnel told us the tour had already ended hours earlier. Earlier that same day, the app also showed bus stops as open when they were actually closed, leaving multiple groups of tourists waiting with no notice. When we contacted customer service, things went from frustrating to unacceptable: • Representatives acknowledged that the app/chatbot information was incorrect and referred to it as a “glitch” • Despite that, they told us it was our responsibility to verify the app’s information by checking other sources • They refused a refund because we didn’t anticipate their mistake and capture screenshots in advance • Instead of refunding a service we never used, they offered tickets for another city To be clear: Big Bus Tours admitted their app provided incorrect information — then blamed us for trusting it. We never used the tour, were leaving the city the next morning, and still had to fight just to be taken seriously. If you’re visiting NYC on a tight schedule and relying on this app to tell you where to be and when, be very careful. When their information is wrong, the burden appears to fall entirely on the customer. Sharing this so others can make an informed decision before booking.

• It's not to do in winter but we had a good time

  guidoi256,,Jan 3, 2026

  - Review from Tripadvisor

  4.00

  We had an average experience you could say, in winter it is cold or rainy and everyone wants to travel inside, so they are not prepared for that high demand, in summer surely does not have that problem. On the other hand, we got good drivers like Santana, who give advice on the city and where to eat.

• Do not buy

  Alma G,,Jan 3, 2026

  - Review from Viator

  1.00

  Bad service, they only drop me off at one location, unable to drive the next bus stop due to street closures. Service at New York was unable to answer or tell Victor where we should be pick up. End up taking Uber back to hotel at very expensive rate... then I was assure by Victor that we could used the ticket the following day , send me a qrcode, the following day we show up at 0900 to start our trip, only to find out the qrcode was invalid, the guy at stand wanted us to walk to street 3 and we were in 32 , in freezing temps to talk to supervisor, they couldn't call him or text. Victor was unable to help me, they had me on the phone for over 45 minutes and 1/5 day later am still waiting for response. I paid 150 for 2 tickets for 24hrs and got one pick/drop out of it. We end up using public transport at $3 dollars for each, would have been much cheaper this way and they have heater, something the big bus does not. Does not even announces stops, you have to find out on your own. Last time I ride this service.

• Bring back real people as your guides!!

  Cindy S,,Jan 2, 2026

  - Review from Viator

  3.00

  I was ready to give an excoriating review because our first ride was horrible. With the screens on the windows we couldn’t see anything, the driver rode the brake jerking us back and forth repeatedly, couldn’t hear the recorded tour, really miss the live tour guide from the past. The second ride with Santana was fantastic! She took the time to tell us what we were seeing, tips where to go and what to do like a New Yorker. She was such a great experience we didn’t want to get off where we were intending to go! BRING BACK LIVE TOUR GUIDES! I don’t think I would do it again without a real tour guide.

• HOP-ON-HOP-OFF...DIDN'T HAPPEN

  Y7360UBdebbies,,Dec 31, 2025

  - Review from Tripadvisor

  1.00

  If you are not familiar with NYC, as our family, you will find it challenging to find a bus stop. Also, the buses are always packed so "hop-on-hop-off" is difficult. DO NOT activate your pass until you are actually stepping onto the bus if you decide to use this option for transportation. YOU WILL NOT GET A REFUND IF PASSES ARE ACTIVATED, EVEN IF YOU DO NOT USE THE PASS. THEY DO NOT CARE ABOUT THE DIFFICULTY YOU WILL HAVE IN JUST FINDING A BUS STOP. Also, do not purchase one of their bundles. It isn't worth the money.

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