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Quark Expeditions, Inc.

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Quark Expeditions, Inc. Reviews (2)

Complaint: ***I am rejecting this response because:
Dear Revdex.com, I would like to reopen complaint number *** due to the response from QUARK which is again filled with untruthsFirstly, the document regarding Arctic Watch where they make all of the references to activities a day and long hikes are in the document dated April This writing to be published on April clearly shows how the trip was being seen and marketed by the team in the March/April period when the verbal sales pitch was given to meThe information in the APRIL brochure was not respected on the trip in AUGUST 2016, months after publicationRegarding Quark's other comments, There was NO occasion on which any of the activities even proposed a challengeI am extremely fit and their comment is again simply not trueThe fat bikes were removed on ThursdayThey were not there all week, so Quark's comment is again untrueFurthermore, I never declined using the bikes - another untruthThe safety demonstration did not happen until Wednesday nightA generator malfunction may have explained one time, however, the person responsible just forgot on separate occasions - this is what Richard said when I made him aware and he then turned the heat on once and his colleague on a separate occasionFinally, "embracing the unexpected" on holiday as Britt B*** refers to in the response should not be facing the unexpected due to inaccurate advertising
I am reopening this file principally to set the record straight regarding the untrue comments in Quark's previous responseI had previously requested a reimbursement of a significant portion (i.e1/2) of the cost of the trip and instead have been proposed x $2,travel vouchers from the companyNot at all the same thing, but I doubt at this stage that the company will do anything else given their attitude toward customer service and satisfactionI hope they will at least deliver on the travel vouchers proposed.Sincerely,*** ***

Re: Complaint filed by Ms. [redacted], re: Quark Expeditions and Arctic Watch Wilderness Lodge
 
Arctic Watch Wilderness Lodge is one of our most popular products and one of only two land-based products offered by Quark Expeditions. It is our most active Arctic trip in our product...

line-up. It is also a world-class beluga whale observation site and a unique destination where passengers of all physical levels can experience the Arctic, its wildlife and its landscapes.
 
Re: Ms. [redacted]’s claim of false advertisement, we stand by our advertising.
 
Ms. [redacted] made her purchase decision based on the information provided to her in the original Arctic Watch Guide Book. The book was sent to her twice - on March 8th (after her initial enquiry) and on March 28th (after her deposit). This guide book clearly stated “guests can sign up for one to three activities offered per day”, and also outlined Arctic Watch facilities. Additionally, the guide book did NOT include reference to “many of the hikes are much longer, several hours and over hilly terrain…”.
Ms. [redacted]’s complaints are based on references taken from our updated Guide Book, which was not sent to her until July 19, after she had already paid in full for the trip. Therefore, the information from the updated Guide Book could not have impacted her purchase decision.
Additionally, upon consultation with the Lodge regarding her other complaints we have determined that:
 
There were numerous occasions in which the activity level exceeded her personal ability.
Fat bikes were not removed until the end of the week. She had numerous opportunities to use the bike, which she declined.
Fishing was not offered due to an absence of interest by guests (again, activities are tailored based on the overall interest of the group).
While on one occasion the generator had a malfunction which caused a delay, the heating was appropriate otherwise. Heat in individual cabins is limited and during set times, which is clearly stated in all documentation. And on one occasion staff even accommodated her request to turn the heat on earlier.
Group activities were varied and appropriate for many fitness levels. Fitness level is a very subjective matter and not age-dependent. We continually have numerous guests over 65 who indulge in the lodge’s various adventure options. To that end, all feedback from guests over the years suggest that adventure options have been adequately if not even overly challenging physically. The lodge’s guides tailor activities around the group and present one or more activities per day, with each activity being weather appropriate and accommodating the group’s abilities and fitness levels.
 
As embracing the unexpected is part of the excitement of expedition travel, we state that we cannot guarantee everything in our suggested itineraries and that everyone must come with some flexibility and curiosity for what will unfold during their arctic expedition.
 
We feel strongly that our Arctic Watch information and online content (images, videos and blog articles) present a consistent and accurate account of what can be expected at this property.
 
We do not take business for granted and are sorry that the trip experience fell short of her expectations. As such, we have offered her a $2,500USD credit for future travel.
 
Regards,
 
 
Britt B[redacted]
Sales & Customer Service Manager

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