ComplaintsforCollette

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Exploring ******* and Ireland, September 10, 2022 through Sept, 25, 2022 Tour we received was not the advertised tour due to the death of the Queen. When we finally met our Tour manager in ********* on Sept 11 she told me the only thing we could do is to fly home and possibly join another trip. If that was an option, I should have been told that on Sept. 8th and 9th when I called Collette. Even on 9/11 our tour manager could not tell us what we would do.Things promised and missed: tour of ****************, see the ******** Crown Jewels, tour of ****************, *******************, ***************** , ********************, ***************** and *******. Tour of ******* Castle, ******* was shut down all day. Descriptions were misleading, leisurely morning before taking in the beautiful ***** Countryside means boarding the coach at 8:30 am.The hotels were mixed, some were very nice, many were awful with mold in the showers, filthy carpets and an overwhelming odor of room deodorizer that made me sick.The coach had neither Wi-Fi nor charging ports and we spent a great deal of time on the Coach.I have emailed and called Collette repeatedly with no response.

  Customer response

  10/15/2022

  I have not heard from the business in response to my complaint. A representative of the business called me at 6 pm on Friday, Oct. 7, 2022.  He said he had received our complaint and wanted to review it.  He said he would call me on Monday, October 10.  I have not heard from ******* or this representative again and there has been no resolution.

  

  Business response

  10/15/2022

  ***************** was part of a tour that departed September 10th.Due to the historic and unprecedented death of ***************************** the nation was in a period of morning and some sites were closed to the public.  Some road closures also caused logistical challenges,but the *********** Tour did operate with a local guide.
  Collettes Travel insurance provider Tripmate allows for cancellations up to 24 hours prior to the tour for any reason with a full refund minus the insurance waiver cost. The guests declined to purchase the travel protection plan on October 21, 2021, so if they decided to cancel they would have been at a 100% Penalty and would not have received a refund.
   The admission cost of ****************, **************, ************** Presold Option and ************* are being refunded to the guests. This tour goes to ******************* for a photo opportunity which did take place.
  For the day the tour has **************** scheduled the group had afternoon tea at Clermont, which is 2 blocks from **************** then drove along the south of Trafalgar with the local guide. The group then came back down the west side, he pointed out ******************** and portrait gallery before moving on to ******************** where the group then got out and walked as close to  ***************** as possible.
  Due to the missed tour aspects mentioned above Collette added in the Tower of ****** and ************** as a service recovery.
  I have spoken to the guest on the phone, but I will reach out again to offer a refund one of the hotel locations due to the room having issues.
  Please let me know if you have any additional questions.

  Customer response

  10/18/2022

  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
  
  Regards,

  ******

   

   

• Initial Complaint

  07/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We took a National Parks Tour with Collette travel . Booking # ******* Travel dates May 24- June 8, 2022. We paid over ********* for my husband and I for this trip. The bus they provided for us on day 1 had a toilet filled to the brim with f**** We had to travel with the smell of this for 4 days. The Tour guide was unhappy with the microphone on the bus. He arranged a stop on the second or third day ( I can't remember which) to have this replaced. It was only during that stop that I confronted the road assistant person and thanked them for the microphone, but asked what about the toilet?? She then insisted that the bus not proceed until the toilet was serviced. They had problems with that and to make this story short on about the 5th day gave us a new bus.When we returned home Collette was not responsive to my post trip evaluation. I finally reached someone there (an agent unrelated to our trip) *********************** who spoke to me about the trip. They admitted the bus was substandard and offered $150.00PP credit towards a future trip. I do not plan to ever travel with them again and want a refund of this amount ( which is way too little I might add!) So far they have refused to issue me this refund.

  

  Business response

  07/14/2022

  Thank you for contacting us regarding your National Parks tour. We are very sorry to hear about the issues you have documented above. Per our records, we have issued a monetary refund in the amount of $500 ($250 per person) back to your **** card on file ending in ****. This was credited on 7/6/22. Please let us know if you have any questions regarding this matter. 

  Sincerely, 

  Collette Guest Relations Team

  Customer response

  07/15/2022

  [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. I apologize for sending this complaints I was unaware that any refund had been provided.
  
  Regards,
  
  ***** Red

• Initial Complaint

  07/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At the request of a friend, on April 29th, I called Collette Tours to inquire about a tour called American Cowboy which included sites in the west. I got a woman named ***** ****** who informed me that it was a fully refundable for any reason if I chose to cancel. Even for a bad hair day. She said. That being said, I put a deposit on the trip. I never received an email confirmation with details about it. I went on another trip for three weeks. Upon my return, I realized the Collette tour was not going to work out. I called ***** to tell her that I needed to cancel. She said I could get a refund minus $299 per person for my husband and self. I said, Why didnt you tell me that when I booked. She said, I typically do but must have forgotten. She said, its in the brochure. I said that I never got a brochure or any information except what she told me. So because I was not informed, we are being charged $598. Unfair practices .

  

  Business response

  07/11/2022

  Thank you for contacting us and we are sorry to hear about the issue you're experiencing with ************* Cowboy Country tour you had to cancel. Per the Terms & Conditions section on our website: The Pre-Departure Cancellation Fee Waiver is provided by Collette, is not an insurance benefit and is not underwritten by ************* *********************** Payment of a per person Travel Protection Plan fee guarantees a full refund of all payments (including deposit), except the Travel Protection Plan fee itself, made to Collette for travel arrangements in case of cancellation of your travel plans for any reason prior to the day of departure.

  The Travel Protection Plan allows you to cancel for any reason prior to the day of departure but the Plan itself is non-refundable. 

  Sincerely, 

  Collette Guest Relations Team

• Initial Complaint

  06/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am filing a claim for reimbursement of a $500.00 insurance fee paid to Collette Vacations on January 12, 2019, for a trip that was scheduled for September 2020. Reservation #******. Due to the Covid pandemic, this trip was re-scheduled for September 2022.Obviously, the world has changed tremendously from 2019 to the present in regards to the effects of the pandemic. I checked the US **************** for travel advisories to our scheduled countries of *******, *********************** Their is a heightened advisory in place & changes levels regularly. I currently do NOT feel safe traveling to these Countries.Secondly, I spoke with Collette Customer ********************** Rep ****** I was informed that Collette REQUIRES FULL VACCINATION to go through their company. This NEW requirement DID NOT EXIST when this trip was booked in 2019. This NEW requirement is very discriminatory to me, ESPECIALLY with the Supreme Court ruling that vaccine mandates are now UNCONSTITUTIONAL!! NONE OF THESE COUNTRIES REQUIRE ANY PROOF OF VACCINATION ~ ONLY Collette!!!I am not fully vaccinated & do not plan on changing that status to appease Collette! I previously had a mild case of Covid & requested an anti-body blood test after recovery. The test results showed 2 types of anti-bodies in my system. The vaccine was not recommended by my Doctor, given my good health.I contacted Collette with NO success. I just checked and this trip is sold out. That being said, there are not losing any $$ on me cancelling. Collette should "do the right thing" for the ***************** my $500.00. Their tag line is "Your happiness is our roadmap"! I would be very happy receiving back this refund due to me! We are living in unusual & unprecedented times! Please help! Thank you.

  

  Business response

  06/18/2022

  Thank you for contacting us regarding your cancelled tour. We understand that vaccination, similar to travel, is a personal choice. We are a private company and this is the policy we have that best fits our travelers and the current global travel environment. If you are choosing to not get vaccinated, we are unable to welcome you on tour. Per the Terms & Conditions on our website, the Travel Protection Plan is non-refundable but does allow you to cancel for any reason up until one day prior to departure and receive a full refund. The refund checks for yourself and your traveling companion were issued on May 17, 2022. 

  Sincerely, 

  Collette Guest Relations Team

  
  

  Customer response

  06/18/2022

  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. 

  When I booked this trip, as previously stated, it was pre-pandemic!
  The vaccine mandate was ruled unconstitutional by the Supreme Court!
  That being said, whether a private company or not, the Supreme Court
  ruling regarding CHOICE should be made available to customers.
  
  If Collette's policy is to be vaccinated, I would not have booked this
  trip through them.  I would have used a company that allows choice.
  Again, when it was booked in 2019, this was NON-EXISTENT.  Therefore,
  my $500.00 insurance fee needs to be refunded back to me.
  
  FORCED CHOICE OF A UNCONSTITUTIONAL MANDATE IS COERCION, WHICH IS ILLEGAL.
  
  As an FYI ~ in March of 2020, I dealt with 3 different companies in
  having to cancel my vacation due to Covid.  I did not have insurance
  with any of them, yet all 3 fully refunded my money ~ completely!
  They were Norwegian Cruise lines, ***** Airlines & VRBO.
  
  That being said, companies have made exceptions to their policies due
  to the pandemic.  I am asking Collette vacations to "do the right
  thing" & do the same.
  
  Thank you for your assistance in resolving this matter.
  
  Sincerely,
  
  *********************
  *************************
  ************
  

  
  

  

  Business response

  06/20/2022

  Thank you for contacting us again regarding your cancelled tour. When your original tour was cancelled in March 2020 we provided you with three options: rebook to a 2022 ************ tour, receive a 105% voucher for any 2020 or 2021 tour or receive a full refund. Through your travel agent your choice was to move to a 2022 ************ tour. That tour is still scheduled to operate in September 2022. Since you have cancelled that tour, the refund is minus the insurance waiver per our terms and conditions. We would not also refund you for the insurance waiver which is non-refundable and was used to receive the full refund after the cancellation. 

  Sincerely, 

  Collette Guest Relations Team

  Customer response

  06/21/2022

  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. 

  When I booked this trip, as previously stated, it was PRE-pandemic!  The vaccine mandate was ruled unconstitutional by the Supreme
  Court.  That being said, whether a private company or not, the Supreme Court ruling regarding CHOICE should be made available to customers.
  
  If Collette's policy is to be vaccinated, I would have NOT booked this trip through them.  I would have used a company that allows choice.  Again, when it was booked in 2019, this was NON-EXISTENT.  That is an unprecedented issue.  If it was not for THEIR requirement, I would be going on this trip.
  Also, this trip is sold out, so, Collette re-sold my spot, thereby not losing any money on me!
  
  BECAUSE of the unprecedented situation, my $500.00 insurance fee should be refunded back to me.
  
  Another trip that was cancelled due to the pandemic, was FULLY refunded back to me ~ EVEN THOUGH I DID NOT HAVE INSURANCE!
  Delta airlines, Norwegian Cruise lines & VRBO ALL refunded me back 100% even though I did not have insurance.
  
  AGAIN, Collette needs to do the right thing for the customer and refund me back my $500.00. 
  It's the least that they can do, given the unusual circumstances!  If you have any questions about any of this, PLEASE CALL ME!
  I am more than happy to explain any and/or all of it.
  
  Thank you for all your help and assistance in resolving this matter, once and for all.
  
  Sincerely,
  
  ********************* 

• Initial Complaint

  04/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had travel insurance to ***** trip oct.2021.Trip cancelled.This trip was booked through Peoria charter ****** **. ******* was trip sponsor.I have not received my trip money which is around ******* dollars. I have contacted Peoria Charter and they contacted Collette. It has been over 6 months.I am on a fixed income and need this money!!!!

  

  Business response

  05/03/2022

  Thank you for contacting us and we are very sorry to hear you were not able to travel on our Southern ***** & ****** tour. After reviewing your reservation, we were notified that you were unable to travel on the day of departure (October 15, 2021). Per our terms and conditions, payment of a per person Travel Protection Plan fee guarantees a full refund of all payments (including deposit), except the Travel Protection Plan fee itself, made to Collette for travel arrangements in case of cancellation of your travel plans for any reason prior to the day of departure. Since we were not notified prior to the day of departure, you would be at full cancellation penalty. As a gesture of good will, we can offer you a travel voucher for future travel. 

  Sincerely,

  Collette Guest Relations Team

  Customer response

  05/03/2022

  [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

  04/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid a deposit for a Collette tour, Croatia and It's Islands, in February 2020. The tour dates were June 1-12, 2021. Marianne Binetti, PO Box 872, Enumclaw, WA 98022 was the agent. Due to Covid, the group collectively decided to delay the trip. In 2022, Collette arbitrarily scheduled the tour for June 2022. There is a Level 4 (highest) U S Embasey Alert for Croatia at this time. My original Booking #980638 was changed to #1031713. The tour cost $5099. I paid a deposit of $750. I believe that this deposit should be refunded to me.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested that a travel tour be cancelled due to the CDC issuing a Level 4 warning for Covid 19 on January 27, 2022. The customer service representative said that the tour was cancelled and that I would receive a refund that could take up to 30 days. It has been over 30 days, I have called but the customer service representative told me it could be up to 45 days. I emailed the first customer service agent and they turned it over to another department that sent me an automated email saying that the would contact me in 7 to 10 business days. I feel as though I am getting the run around and would just like to get my refund.

• Initial Complaint

  09/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We planned a tour with collette tours for mount rushmore ************.The trip was canceled due to covid 19 We rescheduled our trip for September ,23 but now there is another problem With the outbreak of covid again being so high in ************ we want to reschedule our trip to a later date. The last trip to S D IS October 8. We do not thimk this will work due to the high numbers We want to reschedule for May 2022, the fst trip for the next year THE COMPANY WANTS TO CHARGE A 30%PENALTY WE DO NOT WISH TO cancel. We want to POSTPONE to a later date due to covid,In ************ We should not be penalized for this since the pandemic is beyond our control We booked the trip through AAA They called the company on our behalf but the company will not budge CAN YOU HELP **?***************************** PS I DO HAVE A COMPROMISING Medical condition and can get a letter confirming this condition The agent at ***************** is ************************* She can confirm the info I am giving you.

  

  Business response

  09/07/2021

  Thank you for contacting us regarding your upcoming tour to ************. After reviewing your reservation, there are penalties assessed because you declined our Travel Protection Plan and at the time of the cancellation inquiry the tour was 22 days before departure. We did email your travel agent on 9/6/21 with options if you do choose to cancel or move to another departure date. 

*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. ↩