Replied to 50% of negative reviews
Reply time on negative reviews: 90h 50m
TrustIndex
3.5
Ranking
#17
in Travel & Vacation
Reply Time
128h 16m
NPS Score
-50
Recommended: Unlikely
Replied to 50% of negative reviews
Reply time on negative reviews: 90h 50m
Nov '25 - Oct '26
Frequently Asked Questions About Onestop Travel & Tours
Is Onestop Travel & Tours trustworthy?
Onestop Travel & Tours has a TrustIndex of 3.5 out of 10 on Hellopeter, based on 14 reviews in the last 12 months. They reply to 50% of negative reviews, typically within 90 hours 50 min. Hellopeter has tracked Onestop Travel & Tours across 81 total reviews. How is the TrustIndex calculated? →
Recent reviews (14)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Oct 2026
One Stop Travel and Tours – Extremely Disappointing Experience
**One Stop Travel and Tours – Extremely Disappointing Experience** I would absolutely not recommend One Stop Travel and Tours. Our experience was appalling, and what made it even worse was their refusal to take responsibility when things went wrong. Instead, we were met with excuses, contradictory explanations, and blame-shifting. My family and I travelled for Umrah in September. Our experience in Makkah was good, and the hotel was satisfactory. Unfortunately, everything changed when we arrived in Madinah. We were booked into Deyar Al Eiman, also referred to as Kingsgate Hotel, which One Stop represented as a four-star hotel. The condition of the hotel was shocking. The rooms were untidy and dirty, there was thick dust everywhere, the beds were rock hard, the rooms were extremely small, and the bathrooms were dirty. It was nowhere near the standard we expected or paid for. When we complained, we were told that the hotel had been rebranded and that this explained its classification. Whatever the explanation, the condition of the hotel was unacceptable. We paid over **R300,000 for our family’s Umrah package**, and being placed in accommodation of this standard was completely unacceptable. We were subsequently offered a move to Ankira Hotel in Madinah, which was also represented as a four-star hotel, despite our concerns about its actual standard and its location on the opposite side of the mosque. I then requested to be moved to Shaza Regency, a hotel I had stayed at before and knew would be more suitable. I had already lowered my expectations considerably. Initially, I was told I would have to pay extra to move there. I questioned this because Shaza Regency is a three-star hotel, while One Stop continued to insist that Kingsgate was a four-star property. Why should I have to pay extra to move to a lower-rated hotel when the accommodation provided did not meet an acceptable standard in the first place? They then claimed they had checked Shaza Regency and could not find availability. Throughout this process, we received conflicting information from different people, and nobody seemed to know what was happening. We were informed about a hotel option at around 12 pm. When we accepted Ankira Hotel at approximately 1 pm, we were then told that we had taken too long to respond and that the room was no longer available. This was incredibly frustrating, especially when Umar, the representative I was speaking to, had stated that we had been given options on the day we arrived in Madinah. If we had genuinely been given the opportunity to move on arrival, we would have taken it. We would never have spent that night at Kingsgate. The consequences were particularly distressing because my young son developed a severe chest infection and was vomiting while we were staying there. We had been at the hotel for less than 24 hours. I cannot definitively establish that the hotel caused his illness, but the amount of dust and the unhygienic conditions were extremely concerning, especially with a young child. The treatment we received from their head liaison, whose name we unfortunately did not get, was equally appalling. Her attitude was incredibly rude and dismissive. I am not a confrontational person, but the way we were treated pushed me to the point of hyperventilating, crying, and experiencing what felt like a complete emotional breakdown. No customer should be put through this while travelling for such a meaningful and spiritual journey. What makes the situation even more frustrating is that we were repeatedly made to feel as though we were the only people complaining about the hotel. However, fast-forward two weeks, and another traveller who had also booked through One Stop complained about the same hotel. They too were not upgraded unless they paid an additional R10,000. This raises serious concerns about how One Stop represents its accommodation and handles legitimate customer complaints. We were told one thing, given contradictory explanations, and left feeling that our concerns were being dismissed rather than properly addressed. My advice to anyone considering booking an Umrah package with One Stop Travel and Tours is to be extremely cautious. Do not rely solely on the star ratings or hotel descriptions they provide. Independently verify the actual hotels, their locations, and their standards before paying. Spending over R300,000 on an Umrah package should not mean having to fight for clean, decent accommodation or being treated disrespectfully when things go wrong. The lack of accountability and the way this entire situation was handled left us deeply disappointed. An Umrah journey should be a peaceful and spiritually fulfilling experience. Unfortunately, One Stop Travel and Tours turned a significant part of ours into an incredibly stressful and upsetting ordeal. Based on our experience, I would not recommend them.
1 reviews | Active since Oct 2026
One Stop Travel and Tours – Extremely Disappointing Experience
**One Stop Travel and Tours – Extremely Disappointing Experience** I would absolutely not recommend One Stop Travel and Tours. Our experience was appalling, and what made it even worse was their refusal to take responsibility when things went wrong. Instead, we were met with excuses, contradictory explanations, and blame-shifting. My family and I travelled for Umrah in September. Our experience in Makkah was good, and the hotel was satisfactory. Unfortunately, everything changed when we arrived in Madinah. We were booked into Deyar Al Eiman, also referred to as Kingsgate Hotel, which One Stop represented as a four-star hotel. The condition of the hotel was shocking. The rooms were untidy and dirty, there was thick dust everywhere, the beds were rock hard, the rooms were extremely small, and the bathrooms were dirty. It was nowhere near the standard we expected or paid for. When we complained, we were told that the hotel had been rebranded and that this explained its classification. Whatever the explanation, the condition of the hotel was unacceptable. We paid over **R300,000 for our family’s Umrah package**, and being placed in accommodation of this standard was completely unacceptable. We were subsequently offered a move to Ankira Hotel in Madinah, which was also represented as a four-star hotel, despite our concerns about its actual standard and its location on the opposite side of the mosque. I then requested to be moved to Shaza Regency, a hotel I had stayed at before and knew would be more suitable. I had already lowered my expectations considerably. Initially, I was told I would have to pay extra to move there. I questioned this because Shaza Regency is a three-star hotel, while One Stop continued to insist that Kingsgate was a four-star property. Why should I have to pay extra to move to a lower-rated hotel when the accommodation provided did not meet an acceptable standard in the first place? They then claimed they had checked Shaza Regency and could not find availability. Throughout this process, we received conflicting information from different people, and nobody seemed to know what was happening. We were informed about a hotel option at around 12 pm. When we accepted Ankira Hotel at approximately 1 pm, we were then told that we had taken too long to respond and that the room was no longer available. This was incredibly frustrating, especially when Umar, the representative I was speaking to, had stated that we had been given options on the day we arrived in Madinah. If we had genuinely been given the opportunity to move on arrival, we would have taken it. We would never have spent that night at Kingsgate. The consequences were particularly distressing because my young son developed a severe chest infection and was vomiting while we were staying there. We had been at the hotel for less than 24 hours. I cannot definitively establish that the hotel caused his illness, but the amount of dust and the unhygienic conditions were extremely concerning, especially with a young child. The treatment we received from their head liaison, whose name we unfortunately did not get, was equally appalling. Her attitude was incredibly rude and dismissive. I am not a confrontational person, but the way we were treated pushed me to the point of hyperventilating, crying, and experiencing what felt like a complete emotional breakdown. No customer should be put through this while travelling for such a meaningful and spiritual journey. What makes the situation even more frustrating is that we were repeatedly made to feel as though we were the only people complaining about the hotel. However, fast-forward two weeks, and another traveller who had also booked through One Stop complained about the same hotel. They too were not upgraded unless they paid an additional R10,000. This raises serious concerns about how One Stop represents its accommodation and handles legitimate customer complaints. We were told one thing, given contradictory explanations, and left feeling that our concerns were being dismissed rather than properly addressed. My advice to anyone considering booking an Umrah package with One Stop Travel and Tours is to be extremely cautious. Do not rely solely on the star ratings or hotel descriptions they provide. Independently verify the actual hotels, their locations, and their standards before paying. Spending over R300,000 on an Umrah package should not mean having to fight for clean, decent accommodation or being treated disrespectfully when things go wrong. The lack of accountability and the way this entire situation was handled left us deeply disappointed. An Umrah journey should be a peaceful and spiritually fulfilling experience. Unfortunately, One Stop Travel and Tours turned a significant part of ours into an incredibly stressful and upsetting ordeal. Based on our experience, I would not recommend them.
1 reviews | Active since Jun 2018
Do Not Waste Your Money on One Stop Travel and Tours!!!Pathetic Service and False Advertsing!!!
I used One Stop Travel and Tours for both Turkey and Thailand, and I am extremely angry and disappointed with the way we were treated. In Turkey, we were not given a family room despite paying the full package price for my son. After I posted my experience on HelloPeter, One Stop contacted me and asked me to remove my review, promising they would do better next time. Sadly, our Bangkok trip was even worse. Our group of 38 was placed in accommodation that was nowhere near the advertised 4-star standard. The hotels were dirty, unhygienic, had foul-smelling drains, and were completely unacceptable. We refused to check in until alternative accommodation was arranged. One Stop offered no support, and the local tour operators had to step in. Even the alternative accommodation offered was unacceptable, forcing some travellers to pay for their own hotels. It is unacceptable that a South African company treats its customers this way. What was advertised is not what we received. I feel completely misled and let down by One Stop Travel and Tours.
1 reviews | Active since Jun 2018
Do Not Waste Your Money on One Stop Travel and Tours!!!Pathetic Service and False Advertsing!!!
I used One Stop Travel and Tours for both Turkey and Thailand, and I am extremely angry and disappointed with the way we were treated. In Turkey, we were not given a family room despite paying the full package price for my son. After I posted my experience on HelloPeter, One Stop contacted me and asked me to remove my review, promising they would do better next time. Sadly, our Bangkok trip was even worse. Our group of 38 was placed in accommodation that was nowhere near the advertised 4-star standard. The hotels were dirty, unhygienic, had foul-smelling drains, and were completely unacceptable. We refused to check in until alternative accommodation was arranged. One Stop offered no support, and the local tour operators had to step in. Even the alternative accommodation offered was unacceptable, forcing some travellers to pay for their own hotels. It is unacceptable that a South African company treats its customers this way. What was advertised is not what we received. I feel completely misled and let down by One Stop Travel and Tours.
1 reviews | Active since Jun 2023
Wanna know why we are a 3rd world country?
Pavilion branch I requested a quote from Aktaar on 27 June 2026. I am still waiting for it 3 weeks later I called last week, and he had several excuses. I left messages with his colleague to return my calls. Does it take 3 weeks to get a quote? And they are on the payroll ....
1 reviews | Active since Jun 2023
Wanna know why we are a 3rd world country?
Pavilion branch I requested a quote from Aktaar on 27 June 2026. I am still waiting for it 3 weeks later I called last week, and he had several excuses. I left messages with his colleague to return my calls. Does it take 3 weeks to get a quote? And they are on the payroll ....
1 reviews | Active since May 2026
Do not book with this agency!
Wow what a horrible experience on the Chennai and Sri Lanka Trip. The hotels were zero stars! The whole booking experience was haphazard and unorganized. I did send an email to the agency with feedback but obviously they did not even acknowledge the email. Just save your money. Even budget trips should have hotels that are clean and liveable. We had to cut out one night of the itenary as the hotel was disgusting. We did send the agency photographs as proof. Again no acknowledgement. Hope this agency gets a wake up as there are other agencies who provide a much better service and experience.
1 reviews | Active since May 2026
Do not book with this agency!
Wow what a horrible experience on the Chennai and Sri Lanka Trip. The hotels were zero stars! The whole booking experience was haphazard and unorganized. I did send an email to the agency with feedback but obviously they did not even acknowledge the email. Just save your money. Even budget trips should have hotels that are clean and liveable. We had to cut out one night of the itenary as the hotel was disgusting. We did send the agency photographs as proof. Again no acknowledgement. Hope this agency gets a wake up as there are other agencies who provide a much better service and experience.
1 reviews | Active since May 2026
Unorganised agency who falsely advertises
The booking agent was extremely unorganised throughout the trip planning process. We constantly had to follow up ourselves regarding flight schedules, confirmations, and basic travel information. Communication was poor, and we were repeatedly given excuses such as no electricity, faulty generators, and lack of data to explain delays in responding. Instead of taking accountability and resolving issues proactively, the booking agent continuously made excuses throughout the trip. Prior to departure I had requested to change agents and was told I was unable to. In addition, I specifically requested a special meal due to dietary requirements prior to departure, and this request was not arranged. After the first leg of the trip, I contacted the agent again to remind them and requested that the special meal at least be arranged for the return flight. Unfortunately, this was again not done. The booking agent also confirmed that all hotels booked for the tour were 4-star establishments. Unfortunately, none of the seven hotels met a 4-star standard. We experienced repeated issues including lack of hot water, unpleasant odours, and filthy room conditions. One hotel was in such poor condition that we had no option but to change hotels ourselves. Even after informing the booking agent of the situation, there was no follow-up or attempt to resolve the issue. Upon our return, I wrote a detailed review outlining our concerns and sent it to three individuals at One Stop Travel and Tours. The booking agent confirmed receipt and advised that management would revert to us. However, more than a week later, there has been no response or acknowledgement from management regarding the serious concerns raised. Overall, the experience was extremely frustrating and disappointing. Based on our experience, this is unfortunately not a travel company I would recommend booking with.
1 reviews | Active since May 2026
Unorganised agency who falsely advertises
The booking agent was extremely unorganised throughout the trip planning process. We constantly had to follow up ourselves regarding flight schedules, confirmations, and basic travel information. Communication was poor, and we were repeatedly given excuses such as no electricity, faulty generators, and lack of data to explain delays in responding. Instead of taking accountability and resolving issues proactively, the booking agent continuously made excuses throughout the trip. Prior to departure I had requested to change agents and was told I was unable to. In addition, I specifically requested a special meal due to dietary requirements prior to departure, and this request was not arranged. After the first leg of the trip, I contacted the agent again to remind them and requested that the special meal at least be arranged for the return flight. Unfortunately, this was again not done. The booking agent also confirmed that all hotels booked for the tour were 4-star establishments. Unfortunately, none of the seven hotels met a 4-star standard. We experienced repeated issues including lack of hot water, unpleasant odours, and filthy room conditions. One hotel was in such poor condition that we had no option but to change hotels ourselves. Even after informing the booking agent of the situation, there was no follow-up or attempt to resolve the issue. Upon our return, I wrote a detailed review outlining our concerns and sent it to three individuals at One Stop Travel and Tours. The booking agent confirmed receipt and advised that management would revert to us. However, more than a week later, there has been no response or acknowledgement from management regarding the serious concerns raised. Overall, the experience was extremely frustrating and disappointing. Based on our experience, this is unfortunately not a travel company I would recommend booking with.
1 reviews | Active since Mar 2026
Our Life's Bestseller directed by Lee M of One Stop!🤩
Leoaura Maharajh of One Stop Travel Ballito Junction, YOU''RE ON TOP OF YOUR GAME!✊🏽 I casually dropped by your office. You sent me on a DREAM VACATION! How to treat my SOULMATE to a memory of a lifetime was all I had to say. The occasion of our 40th wedding anniversary was an adventure woven into the tapestry of joy, love and celebration in our lives. You were masterful in crafting the ideal holiday which turned out to be our life's bestseller. A fascinating tour of Sri Lanka and an amazing relaxed island holiday in the Maldives. Lee, you are EXCELLENCE personified. From your planning to preparation to execution we enjoyed ourselves 100%. Our visas, tickets, boarding passes, transfers, hotels, reception, meals, transportation , tours, leisure days, anniversary surprises, securing our tickets for the T20 world cup Big Game, the contingency plans to accommodate us, communicate with and return us safely to our families in the turmoil of the Middle East War, what more can any traveller ask for. You are a blessing in disguise. 🙏🏽 Thank you for every consideration given to ensure that we have a perfect holiday, accommodating my wife's health issues and being 'present' even though you were thousands of miles away. Don't be surprised if we're back at your desk asking 'Where are you sending us next?'
1 reviews | Active since Mar 2026
Our Life's Bestseller directed by Lee M of One Stop!🤩
Leoaura Maharajh of One Stop Travel Ballito Junction, YOU''RE ON TOP OF YOUR GAME!✊🏽 I casually dropped by your office. You sent me on a DREAM VACATION! How to treat my SOULMATE to a memory of a lifetime was all I had to say. The occasion of our 40th wedding anniversary was an adventure woven into the tapestry of joy, love and celebration in our lives. You were masterful in crafting the ideal holiday which turned out to be our life's bestseller. A fascinating tour of Sri Lanka and an amazing relaxed island holiday in the Maldives. Lee, you are EXCELLENCE personified. From your planning to preparation to execution we enjoyed ourselves 100%. Our visas, tickets, boarding passes, transfers, hotels, reception, meals, transportation , tours, leisure days, anniversary surprises, securing our tickets for the T20 world cup Big Game, the contingency plans to accommodate us, communicate with and return us safely to our families in the turmoil of the Middle East War, what more can any traveller ask for. You are a blessing in disguise. 🙏🏽 Thank you for every consideration given to ensure that we have a perfect holiday, accommodating my wife's health issues and being 'present' even though you were thousands of miles away. Don't be surprised if we're back at your desk asking 'Where are you sending us next?'