ComplaintsforSmarTours

• Initial Complaint

  01/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I submitted a final payment of $4,198 to smarTours on August 1st 2023 for a tour to the Mediterranean in November of the same year. SmarTours delayed the trip and eventually cancelled it altogether on November 17th 2023. Their representative informed me by phone that day that the trip was cancelled and the full amount would be refunded to me. They refused to refund the credit card I paid for the trip with. They said the only refund method would be by paper check mailed to me in 6-8 weeks. Friday January 12th ****, two days from now, will be 8 weeks exactly. I have not received my refund. I emailed them last week to check on the status. I was told it was being processed and could take an additional 6-8 weeks. It has already been more than enough time for me to receive my funds back. Am additional two months is verging on theft and I would like some help getting my money back please.

  Business response

  01/12/2024

  Hello! Thank you for reaching out. I have confirmed with my team that you previously logged into the bill.com system and set up e-payment. The refund was released on 1/11/24 and we show that the full amount will be in your account by 1/16/24. Please see attached screen shot indicating that the refund has been posted to your account. We apologize for the misinformation regarding the timeline of your refund. Should you need any additional assistance or do not see the refund posted by the end of next week, our customer care team would be happy to assist. 

• Initial Complaint

  12/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We booked a trip to ****** scheduled to depart Nov 2. We were then advised due to the war in ****** the trips were cancelled and we will get our refund. I was promised I will get a refund by Dec 01 and up to now the company has gone quiet. Everytime I hear this is being handled by accounting and am lost for words what to do.. I need that money to pay for other things and the company is not responding anymore. I call the customer service and they tell me now they will escalate that and nothing seems to be done. I need my refund and I dont know what else to do and it looks like this company is used to scamming people. They take the money and now they not responding after the timelines they give are not met. What else can I do?

  Customer response

  12/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* ***********
  
  
  
   
  
  

• Initial Complaint

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Here is the email I have sent to Smartours today which explains the issue:Dear Sir or Madam,I am reiterating our concerns regarding our upcoming ***** tour scheduled for November 17, 2023, and to talk about possible alternatives given the escalation of the conflict in ***************. The war has raised significant concerns for our safety and well-being during this trip. Despite our repeated requests to cancel the tour, we have been informed by Smartours that the trip cannot be canceled until the U.S. government issues a Level 4 advisory. Understanding the policy, we would like to explore other options that might be available to us. One such option is rescheduling the ***** tour for later when the region stabilizes. We also have proposed that the funds allocated for this trip be transferred towards booking another Smartours trip in the future. This way, we can keep our good relationship with Smartours and look forward to a more suitable travel opportunity.We'd like to ask for your help finding an amicable solution. We are willing to be flexible and patient, understanding the complexities involved in such situations. Please get in touch with us so that we can find a solution that ensures our safety.Very truly yours,*************************** *****************************

  Business response

  10/25/2023

  Thank you for reaching out to us and sharing your concerns about your upcoming ***** tour scheduled for November. We understand that the escalating conflict in *************** has raised safety concerns for your trip. Your safety and well-being are of paramount importance to us. We want to assure you that we have a range of safety protocols in place to address the unique challenges of each destination, including *****. We take these concerns seriously, and we have had no issues in this destination to date with the many groups who have been on their tours since the conflict began. In particular, for our ***** tours, the government provides a dedicated security officer that travels with the group to ensure your safety throughout the journey. These experienced professionals are well-equipped to handle any unforeseen situations and to provide you with peace of mind. Tourist sites also have an increased level of security. 
  We acknowledge your request to consider alternative options for your travel plans, including rescheduling the ***** tour or transferring the funds towards another trip. While we appreciate your flexibility and patience, we would like to reassure you that, based on our current assessment and the safety measures in place, we are continuing with our ***** tours as planned with the regular cancellation policy in place. Please be assured that we are closely monitoring the situation in ***** and the broader region. If the need arises, we will make informed decisions to ensure the safety and comfort of our travelers. We are committed to maintaining our excellent safety record and providing memorable travel experiences.
  
  

• Initial Complaint

  10/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked the ***************** tour with a Feb24 departure through SmarTours on 16Jul23. I paid a $300 deposit on that date and it posted to my credit card the next day on 17Jul23. On 13Sep23, I received an email from SmarTours indicating that the tour was "unable to operate." The email further indicated they would be issuing a full refund of the deposit and would be providing a $150 credit toward future travel "as a gesture of thanks for your flexibility." I called to find out why the tour was cancelled, but the person I spoke with was not able to provide any additional information. I received a voicemail a day or two later from a different person saying the cancellation was due to the lack of people signed up for the trip which was still 5 months out. I travel extensively and a cancellation this early is unusual. Normally, that kind of call is not made until about 90 days prior to departure - about the time final payments are due. It has now been 23 calendar days (17 business days) since they cancelled and I still have not received the promised refund. I also see no indication of a travel credit under my user profile with the company. I have sent multiple emails asking for a status update and have received no response.

  Business response

  10/10/2023

  Hello! Our head of customer care reached out last week to ensure they had all necessary information for the refund and apologized for the error causing the delay. We have confirmed that the refund is currently being processed. 

• Initial Complaint

  02/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/25/22 I made a reservation with SmarTours for the ***** Magical Ireland tour & paid them via electronic chec $539.94 ($300 deposit & $239.94 insurance) with a invoice #*****. This reservation was made over the phone and I asked about refund. They said that if I canceled the tour by May 25 that I could get a refund. When I called on February 6, 2023 and spoke with ***** at 12:56 PM he informed me that I was not due any refund. When I called today to verify the above information I got ***** again and I asked if he was the only person answering the phone and he said that they were a very small team. That immediately raised my hackles. I asked for a refund because I live in ******* and have two houses hit by hurricane *** on Sept 28 and am awaiting still confirmation for fixing my two houses. I must be here to deal with these people if and when they do show up. Damages on both houses are quite pricey. I know this is a small amount but I hate feeling scammed. Its the principle of the matter.

  Business response

  02/27/2023

  Hello,

  Thank you for reaching out to us. Per our booking terms and conditions, any deposit made is nonrefundable and instead applied as a full credit for future travel, while any changes can be made without penalty prior to final payment. We apologize if there was any miscommunication on our end on how that policy works. However, our management has approved an exception due to your circumstances to refund the $300 deposit paid in lieu of a travel credit. However, the additional amount of $239.34 was remitted to the third party travel insurance and cannot be refunded as it has already been paid out. Please be on the lookout for communication of this refund in the near future. Thank you. 

  Customer response

  02/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Sorry, will not accept a travel credit.  Had I read all the negative reviews about clients having similar problems Iwould never have booked this trip, plus a bankruptcy filed previously,  I have previously booked trips through AAA and will go back to them.  Obviously you will never get a BBB rating at this rate.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business response

  03/07/2023

  Hello, 

  We apologize for any confusion. Per our last response to your review, our management had already approved an exception due to your circumstances to refund the $300 deposit paid in lieu of a travel credit. No travel credit it being issued to you, only a refund. However, the additional amount of $239.34 was remitted to the third party travel insurance and cannot be refunded as it has already been paid out. Thank you. 

• Initial Complaint

  02/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Monday, February 6, 2023, I had a phone conversation with a "*****" from SmartTours, a travel agency. The purpose of the call was to book a ************ trip. SmartTours offers the option of adding on a flight for about an extra $1K. During the phone call (SmartTours recorded with my consent) I specifically and in multiple ways clearly expressed that I was making my own flight arrangements. We had an extensive discussion about this and I provided details about my flight. I also indicated I lived in *************, **. When the time came to pay, "*****" read off what he would charge me and did not include the cost of any flight through SmartTours. So I authorized only the payment of the tour with some optional excursions, not the $1K ******** Flight option (and again, I live in **********). Nevertheless, I received an invoice from ST indicating they charged me the $1K. I phoned ST and emailed ST multiple times. No one disputed the facts as recounted in my emails or in the recorded calls. While another staff member "******" apologized and told me he would send me an email within ***** minutes confirming that ST would refund/not charge the $1K, no such email has been received. ST continues to have the benefit of $1K that was never authorized - that I expressly made clear multiple times that I was not authorizing because I made my own flight arrangements. Having a conversation with a customer in which you recount other charges, the customer authorizes those charges, and then you include an invoice with a surprise large charge is an unfair business practice and amounts to a fraud on unsuspecting customers. I would like a refund of my $1K. ST should consider conducting some kind of internal staff training. In the past, I have been so happy with a previous tour that I"ve referred them to friends and colleagues. This has been disappointing. I am hopeful ST will just help me resolve this. I just don't have an extra $1K lying around unfortunately!

  Business response

  02/09/2023

  Thank you so much for your feedback, *****. We sincerely apologize for any issues you have experienced during the booking process. We appreciate you taking the time to provide us with your honest feedback and let us know how we can make things better.  Our team has corrected the error and a supervisor has reached out to you to via phone to discuss. We wanted to do our best to make your travel experience as smooth as possible, and we completely understand that our efforts were not enough to meet your expectations. We hope your tour to ************ is everything you've dreamed of and more and we will strive to provide the best experience possible.

• Initial Complaint

  03/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  December 9, 2021, I booked a tour with Smartours and sent them my personal check in the amount of $600.00.On January 19, 2022, we received a cancellation notice form Smartours that the tour we booked was cancelled by Smartours. I demanded a refund verbally with ***** at Smartours. On January 20, 2022, I wrote a demand letter to Smartours demanding our $600 deposit be refunded in full. I have had no response from Smartours.

  Business response

  02/08/2023

  Hello ****. We understand that your experience with our services may not have been what you expected and for that, we sincerely apologize. Due to extraordinary circumstances that covid-19 and the ensuing global pandemic brought upon the travel industry starting in early 2020, we were forced to make very difficult and unprecedented decisions as a business. As stated in our terms and conditions, we only provide refunds in the form of future travel credits and not monetary refunds. This policy is in place to ensure the integrity and stability of our business operations in a post covid world. The credits have no expiration date. We are also able to offer affected guests additional savings and credits on top of what was paid if they travel again and bring guests. We are pleased to inform you that we are now operating normally and at full capacity. Our top priority is to provide a safe and comfortable travel experience for all of our passengers. We hope that you will consider giving us another chance in the future.

   

  Customer response

  02/15/2023

  Smartours cancelled our tour.   We did not cancel.    Smartours should be required to refund our deposit in the amount of $600 total for two of us.    This took place during the pandemic and emergency declarations from our government.    Any deposits should be refunded.

• Initial Complaint

  01/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I originally booked a tour in Oct 2019 for the Best of ***** for $3,099 (invoice *****) with SmarTours. The tour was cancelled by SmarTours due to the covid pandemic which I completely understood. After multiple phone calls, emails, being given the run around, and speaking with multiple representatives I was promised a FULL REFUND verbally and via email. Needless to say, I was only offered a credit to reschedule a future tour.On Oct 1,2021, I rebooked the Best of ***** tour (invoice *****) with the previous credit (and was asked to pay an additional $999 for single occupancy) hopeful that the tour would take place. On Dec 5, 2021 I received an email from SmarTours stating that the Best of ***** Tour would not be able to operate.This global pandemic has taken place over the course of 2+ years and ***be the new norm. Therefore, a mandatory credit ONLY option is not a remedy. There are countless complaints against this company requesting refunds. I have yet to hear back from SmarTours. This complaint serves as a formal request for a refund in the amount of $3,099. I do not wish to continue to rebook a tour that *** never take place and continue to shell out additional money that keeps turning into a credit.

  Business response

  02/08/2023

  Hello ******! We thank you for your feedback and are sorry for the frustration you experienced. Like many businesses severely impacted by covid-19, we were forced to make the difficult decision as a business to update our cancellation policy and offer affected customers a future tour credit in place of a monetary refund. I see that you were able to rebook with that credit for a 2022 departure. I hope that you had the trip of a lifetime! Thank you for traveling with us and we look forward to hosting you on a trip again soon!
  

• Initial Complaint

  12/10/2021

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  Since you cancelled the trip I want the ******* dollars I spent on a trip for my daughter and son in law leaving in Feb. for Vietiam. I see you have filed for chapter 11, and I want my money back not to wait for another trip. There was never any talk of the trip not leaving when we booked. The trip was under Mr. and **********************. However I paid for it with my credit card except the deposit.

• Initial Complaint

  11/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Smartours sold us a "land only" tour in ************ on June 23, 2020. We planned to join them after flying in from ***** to ************ on August 26, 2021. Shortly before we were to leave *******, we received an email from Smartours that they had to totally "reverse" the itinerary which meant all of our flights, hotel stays had to be changed. We were informed by ******************* (manager at Smartours) that we would be reimbursed for any change fees incurred if we sent documentation. We sent this on July 24, 2021. We reached to ***** again after our return on September 9, 2021. ***** sent an email on September 10, 2021 that we WOULD be receiving a refund of $796.64 plus $200 of a new tour. We have received NO correspondence from Smartours since that time and we have received NO compensation.

  Business response

  02/08/2023

  Hi ******! We deeply apologize for the frustration you experienced. I confirmed that you were issued that refund check in the desired amount. I also see that you are booked for a departure this fall. We hope you have the trip of a lifetime!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩