“The stay ruined my visit to what should have been a paradise.”
The experience itself was very good, but I would never recommend this company. They are not a serious company. If you don’t have any problems, everything is fine. However, if something goes wrong, they are very friendly and polite, but they simply don’t solve the problem. Unfortunately, good customer service is not just about being nice — it is about taking responsibility and actually finding a solution when a customer has a problem. I initially made a booking with full board and free cancellation. I subsequently changed it to a more expensive, non-refundable booking that was advertised as all-inclusive. As you can see in the screenshot of my booking attached, it clearly stated that “all selected meals and drinks are included in the room rate.” However, when we boarded the boat, we were told that we were only entitled to unlimited water, and only inside our room. Anything outside the room had to be paid for separately, and we were not allowed to take the water from our room outside. I then asked why I had paid more and what the difference was compared with the all-inclusive option. I was told that they did not have an all-inclusive system. They only offered free cancellation or non-refundable bookings. Even after I showed them the evidence of my booking, they denied ever having offered this option and, on the same day, removed the all-inclusive option for future reservations. Furthermore, we found two cockroaches in the bathroom. We reported this to reception the following day, but they completely ignored the situation. After completing the satisfaction questionnaire and mentioning that we had found cockroaches in the room, the person responsible for the boat came to speak to us and wanted to compensate us. His offer was to reimburse what we had paid for a bottle of water with our meal — €1.50! In addition to all of this, we were the only passengers travelling alongside a group of 12 invited influencers who were constantly taking videos and photos together. During meals, they were also making considerable noise while filming. At the end of the stay, the influencers were given a souvenir from the company. I asked whether we would also be entitled to a souvenir, and we were told that we were not
SofiaHá 2 meses