ComplaintsforSmarTours
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Complaint Details
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Initial Complaint
10/25/2021
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
We paid for a trip to Moccu Picho , Peru and paid $4,998.00. We we both went and had COVID Test before we left and unforntunatly my husbands test came back possitive even though we bot had been vaccinated. We notified Smartours immediately because the Airline would not let us board with the positive test. When we called Smartours we where told that they would rebook the tour for a later date. the next day we recieved an email saying that everything had been cancelled and we would not recieve a refund nor would they rebook us. We have tried to negotiate with them and keep getting the run around. No one seems to be able to be in a position of power to help yet they wont give us a name to of someone to call and talk too. This is part of the Global Pendemic not something we just decided to cancel our trip. We would be happy to rebook for a later tour. I can provide the positive Covid test that we have already provided to Smartours if you need it. Thank you for your help. ***** ***** and ***** *******Initial Complaint
08/30/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
In October, 2019, my wife and I purchased a tour package from smarTours to visit China. During the visit, the company failed to fulfil a portion of the trip which was a visit to Red Square. For this reason, they apologized for their failure and issued a credit in the amount of $200/each, a total of $400 to be valid till March 2021. However, due to the travel bans of the COVID pandemic, we were not able to use this credit for another trip. Despite our numerous phone calls and emails to this company regarding our credit, they have chosen to remain silent and refuse to address our request. We believe the practice of business by this company especially during this stressful era of covid pandemic is unfair.Business response
02/08/2023
Hi ***! Thank you for your feedback. We apologize that the tour stops were impacted by the Peoples Republic Celebrations. I see that you were able to use the credit offered to book another tour with us departing this spring. We are so excited to have you travel with us again and hope it is a memorable adventure!
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Customer Complaints Summary
14 total complaints in the last 3 years.
6 complaints closed in the last 12 months.