AS
Andre S
1 reviews | Active since Jan 2011
18 Apr 2016, 18:29
Disgusting Hotels
We booked a italy tour with a 5 day boat cruise. The hotels we were booked in was sub standard. Several of the other ppl went and stayed at other hotels. Never in my life have i been subjected to such poor hotels. Out high speed rail ticlet was not even valid. We had ppl sitting in our seats. We had to buy new tickets of EUR133 as we had 10 mins till the last train was leaving ot els we were stranded and would of missed the boat cruise. When i contacted Imagin cruising the blame and issue was passed on to suppliers. I did not pay your suppliers. YOU did. Then the \did you phone our emergency number card\" gets played. By the time a rep arrives from you, we would of missed the last and only train for the day. I know of 14 ppl that you booked who are gonna complain regarding this horrific trip you have put us on. I sidder to think what lies in Venice and waits for us. Never again. Your service is tasteless and really disgusting. "
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Replies (3)
Imagine Cruising's replyOfficial
19 Apr 2016, 12:50Hello dre84,
Thank you for taking the time to write to us.
We sincerely apologise for the inconvenience caused and the disappointment.
Our service team will contact you within the next 24 hours.
In the meantime, if there is anything else we can assist with, please do not hesitate to contact us.
Kind Regards
Customer Service
Imagine Cruising
Thank you for taking the time to write to us.
We sincerely apologise for the inconvenience caused and the disappointment.
Our service team will contact you within the next 24 hours.
In the meantime, if there is anything else we can assist with, please do not hesitate to contact us.
Kind Regards
Customer Service
Imagine Cruising
Imagine Cruising's reply19 Apr 2016, 12:50
Official
Hello dre84,
Thank you for taking the time to write to us.
We sincerely apologise for the inconvenience caused and the disappointment.
Our service team will contact you within the next 24 hours.
In the meantime, if there is anything else we can assist with, please do not hesitate to contact us.
Kind Regards
Customer Service
Imagine Cruising
Thank you for taking the time to write to us.
We sincerely apologise for the inconvenience caused and the disappointment.
Our service team will contact you within the next 24 hours.
In the meantime, if there is anything else we can assist with, please do not hesitate to contact us.
Kind Regards
Customer Service
Imagine Cruising
AS
Andre S's updateReviewer Update
18 May 2016, 08:31Lies from the start of the calls... 1st i was told this was handed over to management. Then the next day i get call "hi, i'm the manger i only got back today" so this was never handed over to management at all. Then to put the cherry on the top.... please wait 28 days for feedback... ***? No wonder you only have a 5 out 10 h-rating on here. In other words, only 50% of your customer are happy... that should say something....
AS
Andre S's update18 May 2016, 08:31
Reviewer Update
Lies from the start of the calls... 1st i was told this was handed over to management. Then the next day i get call "hi, i'm the manger i only got back today" so this was never handed over to management at all. Then to put the cherry on the top.... please wait 28 days for feedback... ***? No wonder you only have a 5 out 10 h-rating on here. In other words, only 50% of your customer are happy... that should say something....
AS
Andre S's updateReviewer Update
18 May 2016, 08:37Got the e mail 12 days ago... i'm still waiting for feedback: On 06 May 2016, at 16:49, Customer Service <***> wrote:
Dear Mr Van Staden,
I trust you are well.
As discussed with you telephonically, I have sent off the email to our hotel supplier & have got the below response :
''We would like to extend our sincere apology for the inconvenience caused for our mutual client while on their hotel stay.We would like to advise you to send us a copy of any evidence or any proof about the quality complaint that will help us to get a better clarification from the hotel. However for better understanding and a proper investigation we would appreciate it if you describe to us which hotel the guest had what kind of issue. In the mean while I assure you that we have consider this as a priority and I am investigating with all three different hotels.''I know you have sent us an email with some description, but if you would be so kind as to explain one hotel at a time & then the supplier can go to the hotels to investigate. As mentioned by the supplier, photographic evidence is also welcome with our case.
AS
Andre S's update18 May 2016, 08:37
Reviewer Update
Got the e mail 12 days ago... i'm still waiting for feedback: On 06 May 2016, at 16:49, Customer Service <***> wrote:
Dear Mr Van Staden,
I trust you are well.
As discussed with you telephonically, I have sent off the email to our hotel supplier & have got the below response :
''We would like to extend our sincere apology for the inconvenience caused for our mutual client while on their hotel stay.We would like to advise you to send us a copy of any evidence or any proof about the quality complaint that will help us to get a better clarification from the hotel. However for better understanding and a proper investigation we would appreciate it if you describe to us which hotel the guest had what kind of issue. In the mean while I assure you that we have consider this as a priority and I am investigating with all three different hotels.''I know you have sent us an email with some description, but if you would be so kind as to explain one hotel at a time & then the supplier can go to the hotels to investigate. As mentioned by the supplier, photographic evidence is also welcome with our case.