Complaints

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• Initial Complaint

  Date:11/14/2023

  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.

  We are requested Zachary Travel to refund us for the trip activities promised and paid for but not delivered by Zachary Travel or its partners, mainly: A. Two hotel nights at the Langham Hotel, Sept. 7th & 8th (Item 1) B. For the boat ride on the Thames River, Sept. 8th (Item 3 and Sightseeing Voucher from Creative Destinations Europe titled Zachary Allen London sightseeing.pdf attached) C. For the “panoramic city driving tour”, Sept. 9th (Item 4 and Page 8 of 21 of the expanded itinerary) D. For the taxi ride ($54) back to our hotel on Sep 11th upon return from Normandy

  Business Response

  Date: 11/28/2023

  We have thoroughly examined the concerns raised regarding your recent trip to Europe arranged through our agency. As discussed during our in-person meeting at our office following your trip, we apologize for any inconvenience or dissatisfaction experienced during your journey. Our aim is always to provide our clients with exceptional trips and memorable travel experiences. 

  Our team takes every client concern seriously and strives to deliver the best possible service. In light of the issues raised, we would like to address the specific points highlighted in your complaint.

  Firstly, we apologize for any misunderstandings regarding the accommodations and itinerary. We understand the importance of clear communication and strive to ensure that our clients have accurate expectations about their travel arrangements. 

  During your initial consultation with our travel advisor in April 2023, you were informed that attempting to replicate the 15-day Highlights of Europe group itinerary in September 2023 was not recommended. It was explained that the pricing and itinerary would not be the same, although our advisor would try to make it as similar as possible. This information was reiterated several times during the planning process, particularly when you questioned higher pricing and other elements of the itinerary. 

  Our advisor also suggested considering joining a group tour through one of our other suppliers for at least part of the trip, which you declined. You expressed the desire to follow our group itinerary independently and at a lower cost. Your wife even inquired about a refund if you did not enjoy the trip. Our response to that question was that a refund would not be possible for a reason such as that.

  Attempting to recreate a group tour as a personal itinerary presents challenges. In a group situation, flights can be held without immediate payment, hotel rooms can be reserved in bulk at flat rates, and transportation costs can be shared among a larger group, resulting in lower expenses. Additionally, as part of a group, you only need to show up without any other responsibilities. However, when traveling independently, these advantages do not apply, and the trip needs to be pieced together, which can be less seamless. This is why, to avoid a price increase, your flights were booked before the rest of your trip.

  Allow us to address each of your complaints individually: 

  1 - You were dissatisfied with the absence of air conditioning in the hotel and the high temperatures during your stay. Unfortunately, many hotels in London and Europe, in general, do not offer air conditioning, as it is not always necessary due to the mild temperatures, especially in the fall. We understand the unexpected heat wave was unfortunate, but we cannot control the weather. 

  2 - You were unhappy with the hotel's location, which was not centrally situated and not within walking distance of major attractions. While our supplier ultimately selects the hotels, their decision is based on availability and the client's budget. The hotel is conveniently located near a metro station, and a short ride on the tube would have taken you to major sites in less than 14 minutes. 

  3 - You were disappointed that the water taxi ride was excluded from the tour on September 8th. The tour guide has discretion over the itinerary, and in previous correspondence with our agency, you mentioned that the guide skipped the boat ride to allow more time for an additional site. We apologize if this led to your disappointment, but it was a decision made on-site for the benefit of the entire group. 

  4 - Regarding your arrival in Paris, you expressed displeasure with the delayed train and the guide/driver's failure to provide the driving tour specified in your itinerary. While we cannot speak for the guide/driver, it is reasonable to assume that the train delay impacted the schedule. 

  5 - You were dissatisfied with the 50-minute taxi ride from your hotel to the Louvre. Paris offers alternative transportation options, such as the metro, which would have taken approximately 20 minutes from a metro station five minutes away from your hotel, and at a lower cost. As mentioned earlier, hotel selection depends on availability and cost. 

  6 - You encountered issues with air conditioning in your hotel room, and the hotel staff had to relocate you to a different room. We are glad that the hotel was able to accommodate your needs. 

  7 - You were not pleased with the cost and duration of taxi rides to and from the tour. Other options, such as the metro, would have taken approximately 30 minutes for the journey. Private transportation would have been more expensive than a taxi. 

  8 - You expressed dissatisfaction with the guide on the Versailles Palace tour for changing the meeting place for boarding the bus. Due to traffic conditions and group dynamics, changes in plans can occur. While miscommunication is unfortunate, it is worth noting that you did not mention in this complaint that you mentioned in previous correspondence with us that your party left the group early to find restrooms, nor that the guide claimed you misunderstood and accused you of being aggressive when confronted later.

  9 - You mentioned that transportation back was not provided for the Normandy Landing Beaches tour. We are unaware of the reason for this omission. However, your tour voucher included a WhatsApp phone number to contact in case of any issues. We’re sorry that you did not utilize this option. 

  10 - You reiterate your dissatisfaction with taxi costs. We informed you during the trip planning that additional transportation costs were not included in the trip cost, and you expressed your unhappiness with this at the time. You were made aware of this fact prior to your departure. 

  11 - You repeat your unhappiness with taxi costs and the hotel's distance. As mentioned earlier in this response, hotel choices are determined by availability and cost considerations. 

  12 - You were displeased with the taxi journey to your meeting point for the walking tour. Again, we informed you that additional transportation costs would be incurred outside the trip cost. Additionally, a metro station three minutes away from your hotel was available as an alternative. 

  13 - We regret that your traveling companion was injured while descending the steps. 
  

  14 & 15 - Once again, we specified that additional transportation costs were not included in the trip cost. 
  

  You insinuate in your complaint that our supplier intentionally selected the least expensive hotels far from major attractions. This is not true. The hotel choices were based on your desired budget and availability. 

  You were informed that not all transportation would be included. We apologize if you assumed this only applied to a few instances, but that was not the case. 

  We cannot comment on the performance of the tour guides as they are employed by local tour companies in each country. However, you had access to contact information that could have resolved any discrepancies. 

  You mention the significant amount of money paid, with only two dinners included. It was communicated upfront that only two dinners would be provided. You also state that you have been on several tours that included hotels and transportation, but it is unclear whether these were group tours or personal itineraries and where they took place. Group tours and personal trips can vary significantly, and Europe differs from the United States or South America. 

  Regarding your assumption that the amount paid should have entitled you to more than you received, the amount you paid covered the cost of your trip. Travel to Europe is currently at a high demand, resulting in higher pricing and lower availability. If you desired inclusive transportation for everything, it would have required a higher payment. You also chose not to purchase travel protection, which would have covered your costs when you had to cut the trip short due to your friend's injury. 
  

  You were not coerced to make a deposit; instead, we advised against proceeding with the trip, but unfortunately, this advice went unheeded. Despite the challenges posed by your aggressive and difficult behavior throughout the planning process, our advisor and supplier went above and beyond to try to meet your expectations. 

  As we have explained, creating a personalized itinerary similar to a group tour can be quite challenging. We did our best to manage expectations and accommodate your preferences while staying within the specified budget and we regret that we were not able to give you a trip that met your expectations. We highly recommend that you look for another agency that can.
  

  
  

  Customer Answer

  Date: 11/30/2023

  
  Complaint: 20869037
  
  I am rejecting this response because: the business responses are inaccurate, misleading or false.  PLEASE SEE THE ATTACHED FILE FOR MY COMPLETE COMMENTS.
  
  Sincerely,
  
  ******* **********