Trafalgar Tours West Inc

I am so sorry to learn of our guests' independent flight concerns which caused them to cancel their vacation with us The flights were booked outside of Trafalgar, and our guests can certainly contact the airline to see if any additional compensation can be made for what they caused Our
website, brochures, and travel documents all reference http:/*** which provides complete and detailed information pertaining to the insurance purchased through us Our guests are more than welcome to file a claim to see if any consideration can be made through AON Affinity, however we must abide by our Terms and Conditions which serve as the legal contract between Trafalgar and our guest There, we outline our Cancellation Penalties and the subsequent timeline for each penalty amount Regretfully, we are unable to offer any additional reimbursement or cash compensation above what our Reservations Team has already offered our guest We are most sorry to read their concerns, and hope that a claim with their airline and AON Affinity will help

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,*** ***
Dear *** ***I would like to express my thanks to the Revdex.com for giving consideration to my complaint against Trafalgar. I really appreciate and urge the Revdex.com to publicly post my complaint against Trafalgar as the public needs to be aware of the fact that at its core, Trafalgar seems to act in an unscrupulous manner
By way of background, I will again reiterate that my wife and I booked a European trip with Trafalgar to expose our two grandchildren to Europe this past summer. When doing so, we booked the trip for four (4) people, without any discount being given for children. Stated differently, we paid the same rate for myself and my wife, as well as we did for our minor grandchildren, that being in excess of $15,for the tour, including or star accommodations for four (4). Despite that, the accommodations were less than adequate in that once the porter opened the "love seat sleeper," there was no room left at all for us to place four suitcases and be able to walk around within the room
I was forced to pay an additional lbsper night just to have adequate accommodations. Depite their admission that "hotels outside of the U.Sare built with very different floor plans that do not always meet our expectations as travelers," Trafalgar has refused to reimburse us for the additional cost we incurred. Instead, seeking to justify their position, Trafalgar cites their brochure, but Trafalgar's unscrupulousness is actually reflected by the handling of its so-called brochure. The so-called brochure, which was mentioned in its response to the Revdex.com, which allegedly contained its "terms & conditions" was buried in a link provided by its agent, Vacations To Go, was provided only after the full payment was tendered. The link proved to be constructed to prevent the client from discerning its contents
Trafalgar's position that hotel rooms outside of the U.Sare smaller than what we are accustomed to is misleading at best. My wife and I have traveled extensively outside of the U.Sto places such as Banff, Munich, Madrid, Marbella, Cairo, Barcelona, Paris, etcand contrary to Trafalgar's deceitful statement, we found the room size to be more than ample and luxurious in part because we always insisted on or star accommodations, which is what we supposedly paid for in this instance and what we were supposed to get in accordance with Trafalgar's itinerary provided by Vacations To Go
Regardless of Trafalgar's continued misleading and distracted statements on the configuration or equipment in the room, the fact remains that the room size was simply too small to accommodate four (4) people and their suitcases as represented in the attached Trafalgar itinerary provided by Vacations To Go, which stated, "hand-picked 4 or star accommodation...it's the right hotels with our insider knowledge, we've handpicked quality hotels to compliment this trip."
Notably, the hotel did not seem to be surprised by Trafalgar's misrepresentations at all. Their reaction to my complaint led me to believe this was a regular occurrence and immediately offered me a larger room size to accommodate four (4) people, suitcases and space to walk within the room for an additional lbsper night. Thus, standard or larger room sizes were available and this was simply a scam on the part of Trafalgar and the hotel to extort the additional payment amount
In conclusion, I paid for or star accommodations for four (4) and shouldn't have been required to pay the additional amount to obtain what I had already paid for. Did Trafalgar expect us to leave our suitcases in the hotel's hallway outside of the room and walk on the bed and "love seat sleeper" to get around the room or place the suitcases on top of the bed and "love seat sleeper" and sleep in the hallway of the hotel?
Sincerely,
*** A***/ID #***
Attachments

Good morning and I hope this finds you well! I wanted to provide you with our response regarding Mr***’ case to better explain our reasoning when declining his refund requestAs you are aware, hotels outside of the United States are built with very different floor plans that do not always
meet our expectations as travelersThe rooms are historically rich properties which means they may be smaller than what we are accustomed to hereThis is why our brochures and website state that any guest booking triple or quadruple room accommodations may only have one bed and a pull out sofa, cot, or rollaway bed to accommodate their rooming requestsIt appears that the room provided to the *** party while in London was indeed of this configuration meeting our contracted requirements at this locationAs a result, Mr*** found the rooming inadequate and elected for a change in accommodations which was at his own expenseAs you can see, we brochure the rooming configuration for all guests booking triple and quadruple accommodations as we wish to inform all who travel with us of what to expectWe are most apologetic to know that Mr*** feels otherwiseI have also attached a copy of the final email sent to Mr*** which further explains what transpired and our stance on his case

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me until I hear a response. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. However, if Trafalgar does not comply with reimbursement/compensation of $1,000, I will continue with Revdex.com to post and discuss dissatisfaction with Trafalgar via social media and Revdex.com
Regards,
*** ***

We are still within the four week investigation period expressed to our guest and therefore are unable to offer a resolution at this time.  Once our investigation is complete, we will respond to our guest immediately.

Revdex.com:
I have reviewed...

the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.1st Initial contact with San Diego Revdex.com ID# [redacted] 6/15/16 concerning Trafalgar 2nd contact with San Diego Revdex.com ID# 11903044 12/29/16 concerning Trafalgar My husband is having me to file this complaint since I am still receiving advertisements from Trafalgar. This is our 9th attempt to be removed from Trafalgar's mailing list. Please read our complaints listed above. In each of our filed complaints with the Revdex.com, your contact person at Trafalgar had stated that she would make sure we were removed ([redacted] & Richard Bruns). Today 4/13/17 I received another mailing from Trafalgar. Please empathize to Trafalgar that we demand to be completely removed from their database!!! Continued mailings from Trafalgar will result in being drop permanently for consideration for future tours. I would suggest that the San Diego Revdex.com would consider our three complaints worthy to be posted to Trafalgar’s Revdex.com information.Regards,
[redacted] [redacted]

After checking with our Operations and GPS Tracking we can confirm the following:- The coach left the Phoenix hotel as scheduled.- At approx. 9:05am there were initial problems with the coach, seemingly electronics issues. The driver pulled over, reset the power unit, and restarted the coach. The coach was able to continue but the power failure repeated several times over the course of the next half an hour.- The TD notified the office at 9:11am that the coach had been experiencing problems. At 9:41am, the TD notified the coach company directly that a replacement may be necessary since the issue repeated. It is not uncommon for the TD to do this while the driver is busy with repairs/assessment.- At 11:15am, the coach became inoperable at the Sedona city limits. Both office and TD had communicated with the coach company and the replacement had been dispatched.- Assisted by our local partner jeep company (Red Rock) and a nearby operating coach, guests were transferred to the downtown area of Sedona. This is a scheduled stop on the program. It took between 35 and 40 minutes to get the guests off the coach and into town. The TD distributed water to the guests while they waited. Note: It is common courtesy between coach companies, particularly in the West, to assist when passing a broken down coach.- The guests were in Sedona for lunch between approx. 12:15pm to 1:45pm. The replacement vehicle had arrived at 1:40pm. Luggage transfer and loading continued and departure from Sedona occurred at approx. 2:25pm.- Road construction at [redacted] resulted in further delay and guests arrived at Grand Canyon at approx. 5:00pm. Sunset in Grand Canyon occurred at 6:41pm on 9/11/17.- The group arrived in Flagstaff at their hotel for the night at approx. 8:30pm, about 2 hours behind schedule.While none of the included activity was missed, the two optionals for the day ([redacted]) and (GCN heli flights) had to be canceled due to the breakdown. The San Francisco Chinatown Optional ($35) was extended free of charge as a sign of good will towards the delay and inconvenience.Since the coach cleared the maintenance check prior to embarking on this departure, we can confirm that the issues arose while on the trip.  We are happy to offer a 5% Discount Voucher per person as a complete gesture of goodwill as we can confirm no included sightseeing or events were missed.  Optional Experiences can never be confirmed to operate, so we are within our legal Terms and Conditions regarding this case.

Good Morning!
We show that we have been in direct contact with their Travel Agent and have asked for any receipts showing costs incurred as a result of this situation.  Our guests were immediately refunded for their taxi expense while traveling with us, and we are more than willing to offer...

compensation for their phone calls made to resolve this matter.  While we are unable to offer any further monetary gestures of goodwill, we can certainly extend a 10% Discount Voucher to be used on a future vacation with us booked within five years.  This voucher is combinable with any other applicable discounts at the time of booking to provide even more savings!  Please have our guest follow up with their Travel Agent to provide all requested documentation.
[redacted]
Manager, Guest Relations
Trafalgar Tours West Inc.

Thank you so much for alerting us to this situation and we are most sorry to learn of the impression left by our Marketing plan.  I will personally ensure that [redacted] as well as our Director of Marketing is made aware of this correspondence and we will work diligently to remove you from our...

mailing lists.  Since this is the Thanksgiving holiday, we may require some time to officially remove you, however this is a top priority and we will happily meet your request.

Thank you for this message.  I do show that [redacted]
[redacted], our Manager or Reservations has spoken with [redacted] directly just this week to review and
respond to her concerns.
We consider
this matter closed as [redacted] advised that [redacted] has been pleased with our
resolution....


Thank you again!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The discount voucher offered is not an acceptable resolution.  We paid for this tour based on the itinerary and route map provided in Trafalgar 2015 tour catalog and seek monetary compensation for what we consider to be a deceptive, dissatisfactory, and disappointing 10-day excursion.  We take exception to Trafalgar's statements in response to our complaints.  The Trafalgar representative's correspondence describes what should have happened and not what we experienced under their tour guide's direction.
Regards,
[redacted]

Thank you for this response and I am sorry to learn of our guests' continued concerns.  I can confirm that this departure operated as we brochure and as purchased.  There were no interruptions or deviations from the daily itinerary.  Reviews for this trip are highly ranked by those we serve and it is concerning that our guests' expecations were not met.  We will be unable to provide any further compensation above the discount voucher previously extended, as we feel the vacation was provided in full and in accordance with our Terms and Conditions.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Good Morning!  I am very well aware of this situation and appreciate the opportunity to respond to the Revdex.com with our findings.  We have offered a 10% Discount Voucher per person on this file as we feel no monetary compensation is due.  Attached is the itinarary our guest purchased and...

I can confirm that all items listed were provided as we brochure.  There were no itinerary change to this 2015 trip.  Our guests expected to travel along a route to Monterrey called "Big Sur" which, as you can see, was not included on Day 5 of this deaprture.  We did not brochure or promise a drive through this location, and therefore it was not provided in accordance with what was purchased.  Since all aspects operated as we brochure, we are unable to meet their request for monetary compensation, however we are still willing to issue the 10% Discount Voucher should our guests accept this offer. Thank you,[redacted]Guest Relations Manager

Revdex.com:
I have reviewed the response made by the...

business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] & [redacted]

We are so sorry to know of this situation and can confirm that steps were taken to remove our guests from the mailing list upon receiving his initial request.  I will work internally with our Marketing Team to ensure that Mrs. [redacted] is removed as well.

I am sorry to learn of our guests' continued disappointment.  When reviewing the accounts for this cancelled booking, our guest was at 100% Cancellation Penalties as outlined within our Terms and Conditions.  This means that our vendors are holding us at 100% Penalties and are not issuing any refunds for the unused trip.  Our guest can certainly file a claim with the airline to see if any additional compensation can be offered since their actions caused him to cancel his departure.

Thank you for your response! Our guest will need to follow up with his credit card company as we show the refund was placed.
Thank you again!

Thank you for your enquiry!  Attached you will find the initial final letter sent to our guest which completely explains our Operations in London.  We have since received her rebuttal, and are revisiting this case in detail.  A final response will be sent to our guest as soon as...

possible. Dear Mrs [redacted],July 13th, 2015May we thank you for your correspondence regarding your recent trip London and Paris Moderatewhich has been received by our Guest Relations Department in Geneva, Switzerland. Guest feedbackis a valuable resource to our company that allows us to continually improve the quality of the servicethat we offer, and so we appreciate the time you have taken to share your concerns with us, and weare grateful for this opportunity to address the issues you have raised.To begin, we were truly sorry to read that you and your family had difficulty with communication andassistance from our staff in London, which resulted in your time with us there not meeting yourexpectations. May we highlight that we were aware that you had a pre night accommodation for thistrip arriving on 31st of May. However, day 1 of this group tour has no planned itinerary as majority ofour guests use this day for travel, and the actual sightseeing is scheduled for day 2 as per our pre tripdocumentation. Therefore, the 1st of June, was an independent day, and the 2"d of June was day 2 ofthe itinerary with included sightseeing. Nonetheless, we are deeply apologetic for anymiscommunication with the information provided regarding the timetable of this itinerary, and thatthat you felt insufficient assistance was provided.Having investigated your concerns with our London Reception Centre, we are aware that you wereable to speak with our Duty Manger, [redacted], and that unfortunately, there were issues withphone reception. We fully sympathise with how frustrating it can be trying to gather information withbroken communication lines. However, we can assure you that our London Team did there utmost tocontact you via your room, your mobile, text messaging and the hotel reception in order to assist youand your family. Nevertheless, we truly regret that you may have felt otherwise, and have passedalong your comments to our Operations Team for their review.We provide a local host for this tour, and these hosts are available to assist our guests at specific timesand dates, to offer directions and answer questions, as per our documentation. We understand that onthis occasion, our local host [redacted] was available at the hotel on the 2"d of June, whilst you and yourfamily were enjoying London independently. As [redacted] was unable to make direct contact with you,she has advised she left a voicemail and our tour pack with vouchers for you at the hotel. We canassure you that we have informed our Operations Team of your impressions, so that they may reviewthe points you have raised with our staff and the hotel staff, we truly regret any negative feelings youexperienced due to this.www.trafalgartours.comTrafalgar Tours Ltd Correspondence address: Travcorp SA 58 Avenue Louis-Casa'i CP12, 1216 Cointrin (GE) SwitzerlandRegistered Address: Picquel House, St. Peter Port, Guern sey, GY1 1 AF, Channel Islands Registered Number: [redacted]Turning to the sightseeing portion of London, we were disheartened to read that you found theinformation provided by our Local Guide, Brad, to be insufficient, whilst on our Windsor ExpressCity Break tour. May we highlight that our guests are provided headsets as dictated by Windsor andour Local Guide is generally a fountain of knowledge of local eateries, sights, and shopping info.However, having said this we understand that you felt this to not be the case and for this we are verysorry. We have forwarded your comments to our Itinerary Team to consider for future tours, and toBrad's manager for his professional development.We are aware that you are seeking financial restitution for your time in London, and we regret that wecannot meet your request, as this tour was carried out as per our terms and conditions. On a positivenote, we were pleased that you and your family enjoyed your time with us in Paris, and we hope thatyou took home some fond memories of your overall time in Europe. Should you consider affording usthe opportunity to host you once more and win back your faith in our company, we are confident wewould not disappoint. It would be our great pleasure to welcome you and your family back toTrafalgar, however until such a time, we remain,Yours sincerely,[redacted]Guest RelationsGenevaCC: TTNYK

I am sorry to learn of our guests' continued dissappointment with the room allocated to them.  We have checked our records and asked the hotel again to reimburse our guest, however they have declined as they met our contractual agreements.  Our Terms and Conditions, which serve as the legal contract between Trafalgar and those we serve, are not only available within our brochures.  We understand that guests may book online which is why we have this information available on www.trafalgar.com.  We brochure that rooms above twin accommodations will have a cot, sleeper sofa, or rollaway bed and therefore provided what is contracted with this property.  Any costs incurred by our guest to upgrade to a room not within our contracted space is outside of our control and will be at their own expense.  Thank you again for your time!