Terrible experience on Swiss Express

Just came back from 5 days tour on Star Tours' Swiss Express and had a terrible experience on the tour. Almost all the tourists had similar experience and informed the tour manager about the inconveniences and he only asked us to provide feedback at the end of tour, never ever saying a sorry. Giving feedback can only benefit the next tour group but what about enormous money charged to current customers.

First of all, they claim that tourists will stay in 3-4 star hotels however we're dumped into a hopelessly small hotel for two days in Engleberg with no facilities whatsoever. Bed (especially pillow) was so uncomfortable and no channels on TV were coming. Yet again, when reported to tour manager, he asked to mention that on the feedback on last day.

Pathetic breakfast with only option of bread and corn flakes? Do you call it a three star hotel? Not even a coffee machine in the breakfast hall and when reported to tour manager, guess what would be response? You guess it right.

For dinner, we're asked to walk for 15mins to board a city-bus to take us to a rented place (not even a restaurant) where star tours was feeding all of their Swiss tourists (at least 700 tourist total) and at a time, there were at least 300 folks having dinner. Imagine the chaos, queue and wait, and you deserve this experience after drive of 20 hours. And then we didn’t report to tour manager because we knew the response.

Tour manager collected £130 pound for extra excursion without informing us about the weather situation next day. It was a snow-storm next day so all the money was lost. Our tour manager was so hopeless that I cannot waste more words for him.

Last day, we're asked to wake up at 5AM in the morning to start back, to have breakfast at 5:30AM, with small breaks in-between, only to be informed at Calais that we missed the planned train at 6PM and next train is only after 2 hours.

I travelled with Star Tours last year for Scotland and I was very impressed with their service. They not only have deteriorated their services over last year but also managed to hire bunch of losers as customer sales representatives, who so painfully follow their rulebook that you cannot expect anything but a NO from them. Try it, call them up to inform that your wife is sick and cannot withstand jerks so need a seat in front, OR you need some information regarding visa OR any little extra, they will so ruthlessly say: sorry, even if it’s their mistake. Even for their mistakes, you have to suffer and I am practical example of this case, when they mistakenly mention a wrong date for payment and later called me up to collect the payment in advance.

Star Tours: Sorry to say this but you're no longer my favourite. And it’s not just my opinion but many others who were there on our tour. You can always improve service next time, but what about those, for whom you ruined a holiday?