ComplaintsforHidden Links, Inc.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a trip to ******** schedule with Hidden Links and paid a $1920 deposit. The trip was cancelled because of COVID. Specifically, it was illegal for me to enter ******** at the time the trip was planned because of the restrictions put in place by the ********** of Scotland. I asked for my deposit back and Hidden Links refused to return my money. I am asking for a refund of my $1920 deposit.

  Business response

  07/17/2024

  Dear Mr. *************** certainly understand your comments and your position.  Customer satisfaction is paramount to the success of our company and we take pride in always going above and beyond for our customers.  We want nothing more than for you to be happy.  Like you, we were dealing with the limitation of Covid-19 and the effect it has had with all of our partners in the ** and ******* while doing the very best that we can to be responsive and offer solutions to all our customers.  In spite of our terms and conditions which all our clients agreed to at the time of booking which clearly indicate that we do not have any obligation to offer a reschedule option under any circumstances, we made the decision to go above and beyond for our customers and offered to reschedule every single trip booked in 2020 to 2021 or 2022. Offering a reschedule option is entirely consistent with what other U.K. and Ireland tour operators were doing. 
  
  Many people in your group took the travel credit and used this credit to go to various destinations such as ********* and ******** that we helped plan and execute. Our offer for you to travel to any other destination (International or Domestic) that we serve in either 2021 or 2022 feels like really good customer service to us, and it demonstrates how much we care about our clients by going outside of the box to try to come up with a plan that can work.   At your request, we even made several calls around booking a trip for you to ****, a destination we do not regularly service, but we did it for you to ensure your happiness.  Our goal is for any deposits we take to be used towards a trip.  Due to the unfortunate wild fires in ****, that trip did not get off the ground, and again, even now in 2024, we made the one-time exception of offering you a credit to use in 2024.  If that does not show you how much we care, I am not sure there is anything we can do to ensure your happiness, for that we are truly sorry.  
  
  In regards to refunds, as we have previously explained, we were not ultimately the one's making the decisions on the travel credits, the properties and golf courses were.  We were not being offered refunds from them.  We know you would prefer to just be refunded but there would be obvious implications for us if we had to do that for everyone without being refunded in turn.
  
  With that said, we are all working together here recovering from what was an economic calamity for the courses, hotels, transportation companies, and tour operators.  If we can assist you further on a touring the future, please dont hesitate to reach out to us!  And again, should you change your mind and wish to take a trip with us in 2024, we are happy to accommodate and offer you a credit as we have discussed.
  
  With kind regards,

   

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