Voyageur Quest Reviews (%countItem)
Voyageur Quest Rating
Address: 21 Belcourt Rd, Toronto, Ontario, Canada, M4S 2T8
Phone: |
Show more...
|
Fax: |
+1 (416) 486-3604 |
Web: |
|
E-mails: |
Sign in to see
|
Add contact information for Voyageur Quest
Add new contacts
rented a cabin package from Voyageur Quest in Algonquin Park. *** arrived on Monday February 24th and left on Thursday February 27th. Our initial contact with Voyageur Quest was on Friday February 21st. The point of contact at the Voyageur Quest office was ***. *** were told *** would be met at the property to do a walk-through. *** were met by a gentleman*** who told us he was covering for the usual greeter. He gave us a brief run-down of the facility which is a rustic cabin with old furniture and minimal amenities.
During our stay, *** noticed that there were little burn-marks discolorations on the laminate counter top which looks like it has been there since the 70's near the gas stove. *** the general state of the cabin *** chalet*** It was not out of place.
*** were very careful and conscientious during our stay, cleaned up after ourselves and were extremely respectful of the space. *** were *** to leave things as *** found them and *** would have noticed had *** done anything that caused the damage.
On the Thursday *** checked out. *** had been told by *** that check-out was between 10 and 11 am but that probably no one would be there to check us out and collect the key so *** should just leave the key in the door. On that day there was a large snowfall and indeed, nobody was there to check us out so *** did as *** instructed. It was a 4 hour drive back to Toronto and upon return, *** received an email with an additional invoice from Voyageur Quest showing that *** had paid in full the $720 + HST for the rental but that they were also taking our damage deposit of $250 + HST. They automatically charged this to *** credit card which *** had to cancel to prevent further charges.
*** called to find out why and they told us of the damage to the countertop. *** insisted that *** had not caused the damage and had in fact noticed it in the course of our stay but thought little of it. *** stated that the cleaning woman had noticed the burns after our stay but that his property manager was on vacation and so would assess the full damage upon his return. *** insisted that *** would have noticed had *** set the counter on fire. *** asked for proof specifically time-stamped photos of the condition of the counter before our arrival which has never been provided. They did send photos of the damage which is minimal which are not time-stamped. I spoke to *** shortly after ***. *** decided that *** would take it up again once his property manager returned later in March.
Today March 9th *** received another invoice stating that *** owed an additional $150 +HST and I promptly called to see if the situation could be resolved.
My conversation with *** was brief and unpleasant. *** though I again asserted that *** had noticed the countertops at some point during our stay and that they appeared to be old burns, not fresh. I informed him that I would be contacting the Revdex.com and *** left it at that.
*** would like to pursue a refund of our damage deposit and will not be paying the additional $150 +HST.
Any help/advocacy you can provide would be greatly appreciated ***
Thank you
1. We would like our damage deposit refunded $250 + HST 2. We would like them to have no further contact with us.
Voyageur Quest operates Algonquin Park adventure tours. ***
*** booked one of our Algonquin *** and chalet packages which includes 3 nights accommodation ***. *** booked this package with our office, paid and filled in the two rental forms including a rental agreement that *** agreed to be responsible for any damage caused during their rental. The agreement also specifies a $250 damage deposit to be charged if there is damage and the renter to be responsible for any damage beyond this deposit. ***
On Sunday, Feb 26, 2020, the *** chalet suite was cleaned by *** and *** and checked by our Manager ***.
On Monday, Feb 27, 2020, *** checked in *** and her partner tour *** chalet suite. ***
On Thursday, Mar 2, 2020, *** and partner checked out. Our cleaning team did not see them on check out.
***, clean all our cabins and cottages *** noticed the spots on the kitchen counter ***. *** she realized they are burn marks.
*** There are burns and scatches in 3 locations.***
*** Our administration charged the $250 damage deposit. ***, the renter called and asked about the $250 charge. I spoke to *** and explained that our cleaning team had found damage to the kitchen counter and we were putting through the damage deposit as per the rental agreement.
*** did not know about the damage. *** asked about pictures and I said yes we do have pictures of the damages and will forward it ***. I also explained that our property manager will assess the counter in 7 days and get a quote for a cost to fix. I emailed the pictures to her with a copy of the rental agreement.
*** called. *** I explained we don't take pictures if there is not any damage and the previous renter had left the suite in good order. ***. I explained that I had sent pictures to *** and that there was damage found. ***
On March 8, our property manager assessed the counter. A cost of $400 was given as his estimate to change the piece of countertop. Our office emailed a new invoice for the balance of $150 to the renter, ***, for the repair.
*** called again. *** repeated that will not pay this as *** did cause the damage. ***
It is standard in our hospitality industry to take a damage deposit and for the renter to be responsible for any damage during their stay. Please contact our office for questions or information about this rental and associated damage.
Their response is simply an outline of what they've maintained all along. It is not satisfactory to me as it isn't the truth of what happened *** I did not cause the damage Voyageur Quest is accusing us of causing. We did not put anything hot on the counters at any time during our stay. The photos of the damage that were sent to us were not time-stamped as they said they would be and Voyageur Quest was unable to provide time-stamped photos of what the counter looked like before we arrived. I did fill out all the requisite paper work upon reserving the cabin, including the rental agreement, and I understand that in signing I agreed to take responsibility for any damage caused while we were renting the cabin, however, we did not make those burn marks.
rented the *** unit Feb 24 - 27, 2020 and checked out Feb 27, 2020. Our cleaning team arrived Feb 27, 2002 right after *** checked out and noticed the damage to the counter. Pictures *** and yes they are time stamped- 4:15 and 4:20pm, Feb 27 -the day *** checked out. ***
*** We have simply asked them to be responsible for the damage as per the rental agreement. The damage happened when they rented the unit. A $250 damage deposit has been held as per the rental agreement. *** The rental agreement states that the renter is to be responsible for the repair which has been quoted at $400 plus HST. We have invoiced the renter for the additional $150 $250 ws taken on the damage deposit and thus far have not been reimbursed. Further more the customer has made this complaint which is very troubling and time consuming.
In the interest of moving this forward and saving valuable time, we will wave the $150 invoice. This leaves us with the damage deposit of $250 taken Feb 24 but short $150 for the total repair cost of $400.
(The consumer indicated he/she ACCEPTED the response from the business.)
I agree that this entire interaction with Voyageur Quest has been deeply troubling and time consuming. There are no time stamps on the photos provided by Voyageur Quest or embedded in the files of the photos ***. Furthermore, there are no photographs proving that the countertop did not have the burn marks, or whatever they are, on them before we got there. It truly is our word against theirs. I have learned my lesson and from now on, I will take extensive photographs of a rental the minute I walk in and send them directly to the proprietor
I booked a 3 day canoe trip *** in the summer of 2015. I paid for the trip in full, $ 1305.15 ***. Unexpectedly, a sudden death in the family occurred and we were unable to make the trip. The staff at the time were very understanding and supported the possibility of taking another trip once we were able, which I accepted. *** I was unable to follow up on this matter until late 2017, at which time I request a refund. ***. Instead, I was repeatedly misunderstood or ignored citing policies that both do not apply to this particular circumstance and neglecting to acknowledge the agreement made previously. This matter has been handled very poorly,*** when the matter can be addressed with professionalism,***.***, particularly given the significant cost.
Product_Or_Service: Canoe trip
Refund I would like, as offered initially when we were unable to participate in our trip, a refund for the trip we paid ($1305.15) for but did not and now cannot, take.
All guests booking trips with our company are provided with our cancellation policy at the time of booking, and are encouraged to purchase cancellation insurance from an outside provider if they have concerns as to whether they will be able to attend the trip. Our cancellation policy is in line with cancellation policies for the travel and adventure tourism industry in Ontario. The policy is as follows:
"We encourage all of our customers to purchase cancellation insurance from their preferred suppliers.
Cancellation Policy Cancellation received 60 days or more prior to the trip - Full refund minus a $75.00 admin. fee. Cancellation received less than 60 days - Loss of initial deposit. Cancellation received less than 30 days - No refund will be issued without the purchase of cancellation insurance, purchased at the time of booking from your travel insurance provider."
The guest in this circumstance cancelled the trip far less than 30 days prior to the trip start date and it is unfortunate that no cancellation insurance was purchased for their trip.
We regret the family circumstances that the guest has experienced over the three years since their trip was scheduled. However, the policy sited is all-encompassing: trips cancelled less than 30 days prior to the trip start date are not refunded.
(The consumer indicated he/she DID NOT accept the response from the business.)
***
I was offered a rebooking or a refund at the time by the staff handling my situation. I choose the first. I was repeatedly reassured that I could re book my trip. As it is not possible, a refund is the only option: 1) I have an exceptional circumstance which the service provider will not address at this time 2) I provided full payment for services myself nor my family received. 3) Refusing to acknowledge the accomodations offered at the time further undermines the nature of my circumstances in favor of the service providers financial benefit.