The tour was organised by the company "Madrid Big Bus" and the name "big bus" should tell you everything. In the meeting point (when we arrived at 8:50 am) there were a lot of people as it was another tour/company and the overall queues probably encountered 400-500 people so we had to find our guide and check-in (it wasn't any poster indicating the tour so you can only guess it by looking at the person in the uniform, but if you booked via Viator ). One person tried to manage a couple of hundred people who ended up in our tour talking on English and Spanish languages in the bus alternatively that I didn't consider as a convenience for us. The buses were delayed in the morning and we departed 45 minutes later than planned. No any apologies have been made and they blamed the marathon that resulted in that delay. Upon arrival to the place the whole group was divided by English and Spanish speaking people and things started to be a little bit better but the overall group was still big and if you were not standing close to the guide, then you would not be able to hear anything (no any head-sets were provided). After the tour and free time in Segovia, the buses have taken us into Toledo. Considering that the distance between Segovia and Toledo is quite large, it took more than a couple of hours and we ended up in Toledo when it is started to get dark. We were "lucky enough" to miss the first bus that was provided as promised at 7pm, so we had to wait for another one that delayed on 40 minutes. The waiting was in the place without any toilets or water and we were asked to keep the queue/line. No any apologies were given at all like it was completely normal. On the way back we were given the "panoramic tour" during the complete darknes. Some places were lit by artificial light, but not all, so you can only "guess" how good were those places. The construction works on the highway and traffic merge resulted in additional 30 minutes delay (this wasn't fault of the tour company though) so we ended up back to Madrid by 9:45pm - having around 13 hours of the tour overall . In summary, the tour itself was good - places are quite nice to see, but bad organisation of the logistic and multiple delays with the buses made the overall expericed quite bad. Few recommendations after the tour: - it would be better to take 2 separate half-day tours into two places if you were to do it in the winter time as it is not enough day light to visit both places during the day - if you decided to do it in winter, wear very warm clothes, as those place are high in the mountains and quite cold (especially in the morning) - for the "free time" you need to plan either have a good lunch in one of the restaurants or you can catch something on the go and walk/look around by yourself but don't expect that in one hour you will be able to do both (proper lunch and self-tour) - we didn't select the Alcazar option but were able to buy tickets when we arrived (you could save some time for yourself if you were to buy the option upfront and also you will get a guided tour for this money).