ComplaintsforCollette

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Complaint is against collette travel, reservation # ******* My husband and I just completed this tour in Ireland. The tour itself was wonderful. However, we had multiple issues in making the initial reservation, such as wrong passport numbers TSA precheck numbers left off our reservation, tour guide not informed of my food allergy. However, the clincher, and source of this complaint is not being met at ******** by a driver, whom collette booked for us at $79.00 each. into ****** (this was booked by Collette before we went to Ireland to join the tour). According to page 10 of their vacation documents, he was to meet us a ************ WHICH NO LONGER EXISTS IN THE TREMINAL. I did not receive the driver's text until the next day. We had to order a UBER for 93 pounds ($120.00). My contention is that Collette owes us a refund of a minimum of $159.00. I have contacted Collette regarding this mater on April 9j, 2024, and have not received any correspondence from them.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Attended a presentation at the *** office in ********** ** on February 1 where it was stated by **** of Member Choices Vacations that any trip booked between February 5 and 29 for 2024 or 2025 was to receive a 15% discount. When our *** agent ************************* went to do that we were told the discount does not apply to 2025

  

  Business response

  02/12/2024

  
  To Who It May ******* ,
                 We have reached out to the *** travel agent regarding this prospective customer. We explained the terms of our 2024 European Getaway Flash Sale.As of 2/12/2024 this prospective client has no reservation with Collette. All of our promotional materials are clear regarding the sale mentioned. Please let me know if you need any further information. 

  **********************************;

  Traveler Relations Manager 

  Customer response

  02/12/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [At a presentation on 2/1 the representative from Members Choice Vacations showed the slides with the information as described in the response. However when questioned specificly about 2025 bookings he said the discounts will apply to them too. On 2/5 when we attempted to book a vacation during the period specified we were told that the discounts do not apply to 2025 bookings.

  ou must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business response

  02/22/2024

  We understand the complaint , but we have clear terms and conditions on the mentioned sale. We can not take any further action at this time. 

  Thank you , 

                **********************************;

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made reservations for the Collette Tours **** August 22 tour of ****** through World Travel Services. I purchased the trip cancellation insurance sponsored by Collette. Unfortunately, I have had to cancel my August vacation, and when I requested a refund of my purchased business class airfare of $2767 from World Travel Services, I was advised because the tickets were nonrefundable, no refund could be made. Please assist me in obtaining a refund. I really would appreciate your assistance in obtaining a refund of the purchase price of my airfare, $2767.

  Customer response

  02/14/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  11/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased from Collette Tours eleven day ****** Tour that was to have a full time Tour Guide to ****** us throughout the vacation. They detailed to us that the Tour Guide was to provide safety, depart cultural knowledge, provide us sightseeing recommendations and assist us through the eleven days of travel through multiple cities. The Guide that Collette provided none of these services. ********* was ****, rude, did not fulfill promises, and showed no care of keeping the 38 travelers safe from harm. He was not there when we landed, a bus driver directed us to the bus, he was not there when we arrived at the hotel, he did not meet with us when he offered to discuss sightseeing options, he walked us thru unsafe ****** back alleys, he left a large portion of our party at a restaurant and did not inform us where the bus would pick us up, he left a portion of our tour ion Mykonous after we informed him she was not on the bus, When we were on the bus he either slept or was on his cell phone, when asked about what we were driving by he stated that was not "his thing" and paid us no mind, he left the tour party on the bus at 10:00 one evening while we waited for two others to join the tour, saying he was tired and was going home. After four and a half days Collette replaced the "Tour Guide". The tour was from September the 12th thru the 21st. Collette has refunded us $ 250 cash per person and provided us a $250 voucher on a future tour. Via multiple calls I have told Collette that the refund was not in line with the trouble they caused us. I told Collette that the voucher was worth nothing to me that with the way the treated us that I would not be booking with them again. I have repeatedly asked for $ ***** per person cash refund. They have told me no and I have requested the problem resolution be escalated to ***********************; Executive Travel Relations. No call has ever been made. I have also found out that Collette has refunded another member of our tour the requested $ ***** cash refund per person.

  

  Business response

  11/13/2023

  To Whom It May *************************** you for contacting Collette regarding your ****** Island ****** tour. Collette is aware of the challenges that occurred during this tour and took the necessary actions to remedy the situation. After receiving several complaints about the tour manager, Collette made the decision to replace him. We issued a refund of $1,000 per person due to the issues that occurred. We thank our travelers for choosing Collette and are disappointed to hear that their expectations were not met. 

  Customer response

  11/26/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  My name is ********************* and I am writing in regards to complaint ********.  I have e been contacted by Collette and they have offered to refund $1000 per person, applying the monies to the credit card used for the trip.  It has been over a week and the credit has not appeared or we have not been contacted at ***. Y Collette.  Can you help me find out where my credit is and let me know?  ***** ta T number is ************, thank you.
  
  *********************** 

  

  Business response

  11/28/2023

  To Whom It May Concern,
  
  Collettes accounting department has attempted to process payment to the traveler via the original form of payment, which was credit card, however, the payment is being declined.The refund will now be processed in a form of check and has been mailed to the travelers address on file.

  
  Please let us know if you have any questions.
  
  Sincerely,
  
  Collette Traveler Relations Team

  Customer response

  11/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took a 10 day tour to ****** on October 17. There are so many things that need to be addressed about this tour (or as our guide called itboot camp). But, ** going to limit my complaint to the disgusting ship we were on and the fact that we paid for a balcony room and that ship had no balconies. I believe we were intentionally misled as a way to upsell. According to Collette, we were never told it was a balcony. Thats a total lie as we would never have paid $400 to upgrade to a nasty porthole that was so hazy we couldnt have seen out of it in the first place. How do these companies get away with such substandard accommodations for the money we pay?? Theyve offered us $200 each toward another trip, but I would never travel with them again in a million years.

  

  Business response

  11/08/2023

  To Whom It May *************************** you for contacting Collette regarding your ******: In the Footsteps of **** the Apostle tour. Collette does not offer balcony cabins on this program.

  All of Collettes communication with our travelers are recorded for quality assurance purposes. When ************** brought her concerns about the cruise cabin to our attention, we went back and listened to the calls of all the reservation agents who spoke with this traveler. We confirmed that no information concerning a balcony cabin was discussed or provided to her. In addition, all the trip invoices that were sent or provided to the traveler included her selected choice of cabin which was an Outside Cabin.

  This traveler also completed a post tour survey and provided us with additional feedback regarding the tour. Collette has extended $200.00 per person in a future travel credit based on the feedback that was provided. Please let us know if you have any questions.

  Sincerely,

  
  Collette Traveler Relations Team

• Initial Complaint

  09/29/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On September *****, 2023 ***** Island *****************, tour guide was removed by Collette Travel after 5 days into the 10 day tour due to non-performance:sleeping on tour bus, no travel commentary,left tour member behind in ****** on ferry to Mykonos,not taking responsibility for cancelled reservations,not providing direction during walking tours, tours not escorted by tour guide leaving tour members alone,continued failure to count heads so as to not leave tour members behind,not stopping during walking tours to account for other tour members leaving them behind,hotels were located in the city-center as advertised, but in a remote area requiring 1.5 hour bus ride to tour sites.hotels had inferior rating as advertised in the contract, in short not conducting the tour in a professional manner.Seeking 50% refund on ********** cost for lack of providing an escorted professional tour during the first 5 days of the 10 day tour.

  Customer response

  10/10/2023

  I have not heard from the business in response to my complaint.

  

  Business response

  10/16/2023

  To Whom It May ********
                                 Collette is aware of the challenges that occurred during this departure and took the necessary actions to remedy the situation during the tour. After receiving several complaints about the tour manager, Collette made the decision to replace him. We are unable to provide a 50 percent refund as all tour services were provided. We have offered these travelers a 500 dollar per person cash refund due to the issues that occurred. We thank the travelers for choosing Collette and we are disappointed that their expectations were not met. 

  Customer response

  10/17/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  

  When you book a guided tour, the expectation is the travelers needs will be taken care of.  While we acknowledge that Collette provided hotels, the hotels were far away from the city center, and we would not have chosen this location ourselves.  This left us with limited ability for food, and the distance to any attraction made it difficult to tour on or own without significant additional expense.

  Since the original tour guide never made himself available to the travelers, we learned nothing about the areas we stayed, and were dropped off in areas of the city unescorted.  For example, in the Plaka in ******, we were dropped at a corner without maps and without any guidance.  In Mykonos, when the tour guide was taking tour group members to the Wind *****, the guide never stopped to see if the tour group members were still with him.  As a result, only 4 of 19 members made it to the destination.  

  If Collette had advertised this trip as an UNGUIDED tour, we would NOT have booked the vacation.

  
  Regards,

  Mark

   

   

  

  Business response

  11/02/2023

  To Whom It May ******* , 

                  Collette and the traveler have agreed to a resolution. Upon receiving the additional reimbursement , the traveler has agreed to withdraw the complaint. I have also sent a email with the Better Business Bureau contact and the traveler both copied for verification purposes. 

  Customer response

  11/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  08/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband and I planned a 50th wedding anniversary trip through Collette Travel (Explorations) leaving from ***** to the Northern ******* Riviera tour for 12 days. It was booked through AAA/Collette who uses Reservation number ******* under ********************* ************** Sadly, we had to cancel which we did in time before 2nd deposit due, but neither AAA or Collette Travel will refund our deposit of $698.00. Regardless of many phone calls with Collette agents, I never received an email or return call to resolve the issue. Each company blames the other for not returning deposit due to extreme medical circumstances. I was told by my AAA agent in ***************, ** not to buy insurance at this deposit phase due to cost equal to deposit. We need this money for medical care and no one will assist us in this effort. They don't want medical documentation either.

  

  Business response

  09/06/2023

  To Whom it May ***************************                              Collette has spoken to the traveler and they have agreed to drop the complaint because we will refund the deposit based on extenuating circumstances. The traveler has said they will contact you to request the complaint be removed. 

   

  Thank you , 

  ****************************************************;

  Collette Travel 

   

   

   

  Customer response

  09/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  08/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Tour did not fulfill what was paid for! I booked an eight night nine day tour to ***** ****** along with added excursions and a post tour extension. I paid for the excursions in advance and none of them were fully provided matching the description they had sent me prior to leaving. For example, I had to pay for my own ticket to a cabaret show recommended by the tour manager out of my own pocket costing me 250 euros. Ive yet to be reimbursed for the other two excursions that did not occur! The tour manager *** was very rude and uncaring. Also the hotel that they provided for us was absolutely horrible!!! The area it was in had construction and the air conditioning in the hotel did not work. It was very hard to get around with all the construction around. It was a very hazardous area!

  

  Business response

  08/21/2023

  Dear Whom It May ************************** style="font-size: 0.875rem;">Thank you for contacting us regarding the Spotlight on ***** Tour. The person who submitted the complaint did not travel on this tour. Based on the correspondence we have had with this person; it has led us to believe she may be a relative of the person who did travel.

  Collette did not offer the cabaret show as part of the trip itinerary and it is our understanding the ticket for the cabaret show was purchased directly via the hotel.
  
  The traveler did purchase one of our optional tour excursions called the Shopping in ***** Opra District tour which did operate.Collette has initiated a refund of $40.00 due to the concerns the traveler has presented to us, and the refund will be issued back to the credit card on file within **** business days.
  
  While on tour, the traveler notified us about the concerns with the air conditioning system in her room at the ***************** in *****.The information we received from the hotel was that their thermostat is set to a certain temperature which cannot be changed. Unfortunately, this is something Collette has no control over. It is our understanding, the hotel allowed the traveler to move to different room, however, the temperature in that room was not satisfactory either.

  Please let me know if we can provide any additional details in this matter. 

  
  Sincerely,
  
  Collette Traveler Relations Team

  Customer response

  08/23/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as 

  i do not agree with this from business  we want a full refund of her cabaret show  it was promised and told by her tour guide to purchase a ticket. She did and now we want the money back directly  the hotel did not provide her a ticket  

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

  

  Business response

  08/24/2023

  Hello ,

  Collette does not offer a cabaret show as part of this program and it is our understanding that tickets to this event were purchased directly with the hotel.    

  The show we believe this traveler is referring to is the Showtime in ***** optional excursion which can be purchased on our tours. ***************** had pre-paid for this excursion prior to departure. Collette was unable to operate the excursion as the vendor notified us they would be closed. A pre-tour communication was sent to the traveler on July 5, 2023 letting her know of the cancellation of the Showtime in ***** excursion and a refund was processed to the credit card on file on July 7, 2023 for the amount of $180.00.

  Please let me know if you need any additional details in this matter. 

  Thank you , 

  ****************************************************;

  Collette Travel 

• Initial Complaint

  08/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In April 2023, I contacted Collette to ask about trips to **********. After reviewing the itinerary, my boyfriend and I decided to reserve the trip from July 17 to 25th. I called Collette, and they told me we had to reserve, giving an upfront payment of $1500, which my boyfriend did. After that, I called Collette to ask what information they needed from us because they had not communicated or sent a list of legal documents required for the trip. The agent couldn't find my reservation the day I called, but then she did. It's important to mention that you never speak with the same agent throughout the process, which complicates things if the prior agent doesn't take notes.I called again and gave the agent that received my call my passport &TSA number; On May 5, we paid the balance $4500 We received the invoice, and they asked to check if our names were written as they are on our passports. At this point, I had called Collette at least 5 times; however, the trip was finally booked.I also called Collette's Customer Relationship line to explain what happened to us and figure out how they could help us. At this point we would have accepted a credit.The first agent that received my request was **** and she told me she needed to escalate to Management and would call me back in two days, which she never did. I called again, asking for ****, and when I spoke with her, it was obvious she hadn't done anything about my request. The same day, I received a call from the Manager, ***********************, and explained to him again what happened to us, and he said he was going to see what could do for us and that he would call back, as today, 8/1/23, I never received a call back from him. We believe this attitude is very unprofessional.The issue started back with Collette because they were the ones that took our passport and TSA information via phone. We had worked before with other travel agencies and never had any issues.At this point we want our $6000 dollars back.

  

  Business response

  08/16/2023

  To Whom it May ********
                 The clients traveled with Collette on the Tropical ********** Tour on July 17th,2023. We were advised on July 17th, 2023, that ********************************* was denied entry into ********** by immigration officials. We were informed by the guest that she was told several different reasons why she was denied entry relating to her passport. These included the numbers were wrong, the passport was reported as stolen, and/or it was fake. Collette provides no information to immigration officials regarding guests passports. Collette cannot contact the immigration desk in ********** and ask for the reason why the individual was denied entry. *********************** decided to continue for one day of the tour and then voluntarily left the tour.
                 While Collette understands this is a stressful and disappointing situation, we have no control over the immigration desk in ********** deciding to deny anyone entry into the country. We are willing to offer the guest a voucher for unused services. We are willing to extend a future travel credit voucher of $1,899 to ********************************* and $1,688 for ***********************. ****************** has requested we give him the passport information we have for ******** and his reservation but for security purposes Collette does not retain this information. ****************** has also requested we contact the immigration desk to inquire if ********************************* will be allowed entry to ********** if they go on another tour with Collette. As previously stated, Collette cannot contact the immigration desk on behalf of a guest and has no control on the decision to deny or grant ******** into **********. Please let me know if you have any additional questions in this matter.
  
  Thank you.
  

  ****************************************************;

• Initial Complaint

  07/28/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We booked an ****** Discovery trip through Collette/KTBS in Feb 2023. We were told it was round ******** from ********** **. After we had paid the full price of the trip, our flights were changed into bus rides for 3 parts of the trip. A lot of people are highly upset we did not find this out until after full price was paid. Had most of us known the flights were turned to bus rides we probably would have cancelled and got a refund. The bus rides were awful and took time away from our trip in travel time. We were rushed the first day and didnt get anything to eat or drink all day on return bus until we boarded the plane. Collette is only offering a voucher on another trip with them which isnt right. Who would want to get burned again after this time? We want a refund of $400 a person to settle this matter. We feel after getting changed to bus and the horrible ride on one of the buses we had with no air and getting scared from outside people boarding our bus unauthorized it should be worth this. We paid a chunk of money to enjoy a trip that was poorly managed on transportation side.

  Customer response

  08/08/2023

  I have heard from the business in response to my complaint.  They offered us and other patrons a $200 voucher to be used on another trip with them which is ridiculous as no one wants to travel with them again that was taken advantage of on this trip. This voucher that was promised via email has still yet to be seen so another promise broken.  The person representing their company that called me acknowledged they tried to do something that didnt work and we didnt get what we were promised.  Theyre trying to make something work other than what was in the original contract that we paid for was cheap for us and the others spent 12-1/2 hours on buses that shouldnt have been.  We all paid for airfares.  The bus rides were long and very unpleasant as one of the 3 different bus rides that was supposed to be 3-1/2 hours turned into 5-1/2 with no food or water and the bathroom on the bus was horrid from some passengers that used it. Said it was like sitting on hot exhaust.  Also the driver braked every few seconds making at least 3 people sick.  They should refund money for their mistake not a voucher that was promised that no one will use.

*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. ↩