Imagine Cruising is a nightmare travel agent

We were booked on a 23 day cruise from Dubai to Italy which was unfortunately cancelled due to Covid. My gripe is firstly, the incompetency of the staff when I initiated this holiday which was broadcasted on SABC Expresso. The trip was advertised as all expenses paid which attracted me but I discovered it excluded costs to the amount of more than R20,000 which was not mentioned or discussed at our appointment. Secondly, I understand the cancellation due to Covid. Days leading up to the day we had to leave on this holiday and the very day we had to leave, I enquired about the trip as Italy and other countries we were to visit was already in lockdown. We were requested to continue and we then boarded a plane to Dubai. The very day we booked into a hotel in Dubai, we were informed that the cruise was cancelled which we would have embarked on the next day. I demanded a flight home immediately which was arranged with difficulty. From March 2020 to July 2020, there were much correspondence with respect to our refund which was delayed continuously. Eventually we were informed that our money was guaranteed and that we had options to engage on a similar holiday with a voucher or be refunded. Before we could make a choice, 38% of our monies were refunded as a final settlement. When this was queried, we were told that there was no negotiations and that was the final refund. Our trip was for a 23 day cruise which never happened and I expected costs to be deducted from the total amount but 63% deduction was not acceptable. This company is not reputable and I would advise people never to trust or use them for a holiday or you will do it at a great risk. There is no customer satisfaction or guarantee with them. It was the most stressful holiday ever arranged with them and became more stressful with the cancellation.