Absoultely Awful Customer Service Do Not Use

Escape Trips
★★★★★
4.7
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Delilahe1946's review of Escape Trips

“Absoultely Awful Customer Service Do Not Use”

★☆☆☆☆

written by Delilahe1946 on 16/03/2015

I booked and paid in full for a group of hens, weeks in advance. 12 days before the date of the Hen party Escape called to say they might have to cancel the package we have booked because one of the activities was n]unavailable! I was told someone would call me back straight away to get it sorted- nearly 2 hours later and no call back so I called them to find that my so called 'Escape expert' had gone home for the day and was on holiday for a few days! After speaking to a number of his colleagues I found that the activity had never been booked and wasn't even open on the date we had booked and paid for! we now have a hen do in 11 days and no activity. Absolutely shocking customer service, do not use!

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Escapetrips's Comment

Written on: 17/03/2015

Thank you for your feedback and we are sorry that we were unable to offer the activity that was originally booked. Unfortunately the activity provider took the decision not to run the event as they did not achieve the minimum numbers required.

Please accept our apologies for any poor communication that you experienced. The event organiser was trying to sort out some alternatives for your group, but was unable to get anything else confirmed before the end of the day. He did email you with an update at 7.30am the following morning, but should have called at the end of the previous day to give you an update on the situation.

When a supplier is unable to provide an activity we will always find a suitable alternative. On this occasion we have arranged two alternative activities and covered the extra cost, as they work out more expensive than the original activity. We are happy to cover this extra cost to make up for any inconvenience that you have experienced and as a good will gesture we would also be happy to offer you a £100 discount of a future booking.

Again, please accept our apologies that your original activity choice was not available. The alternative activities are very popular with hen parties and we are certain that you will still have a fantastic weekend.

The Escape Team

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Wellyella's Comment

Written on: 14/07/2015

Hi
I had a similar experience last weekend. Can I ask what activity was cancelled? We paid our final monies about 4 weeks ago to then be told 2 days later our evening activity supplier had ceased trading. It wouldn't have been so bad but originally when I called 3 companies to quote, 2 of them told me the activity I was after was no longer on, but Escape advised it definitely was, only to be told weeks before the hen do, that it wasn't. I was left a month before my hen do with no evening activity. Eventually something was arranged but it wasn't without loads of hassle.

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