sallyforeshaw's Review of Kuoni
28th Jul 2007
Overall Rating
- Value for money
- Customer Service
- Have you booked through this tour operator before?Yes
Tour of Cost Rica delightful!
Bad Points
Having our hotel changed IN RESORT!
General Comments
Our special, tour and stay in Costa Rica was absolutely ruined by Kuoni on nearly every level as regards to the beach hotel stay!!
I booked this holiday myself (I am a travel agent) about 8 months prior departure, and I booked a 6 night tour and a 7 night stay at the Captain Suizo hotel in Tamarindo! I was very excited by everything I had read about this 5 star hotel, and everything went well with the booking... The six night tour was superb! But on the last day of our tour we were informed by our guide our hotel had been changed at the Tamarindo beach destination! Kuoni had downgraded us from a 5 star to a 4 star without our knowledge or any prior information or warning given!
I had booked the Captain Suizo because of its quiet location and high standard...WHAT WE GOT!!! WASN'T!!...even the rep had no idea about the change! So at Kuoni's convienience we were thrown into a hotel at the noisiest area of the beach, with noisy pool aerobics to very loud music, even early in the morning, tractors racing up and down the beach (I filmed these) and a single swimming pool packed with noisy screaming kids!! My husband spent his time desperately trying to get some answers from Kuoni via email, but the problem seemed to be down to overbooking! for which I was horrified as I had booked this hotel months prior to departure!
On our return home I began a complaints procedure through my shop, at the time I was a travel agent for Going Places, and what I got was a pityful refund between the cost of the two hotels which was £250, with NO apologies, NO explanation and No further communication...just a very curt letter with the refund check!
As I am a travel agent with over 15 years experience who has traveled extensively all over the world! And if Kuoni can treat a travel agent like me, like this...what will they do to my clients holidays!??
Book Kuoni at your own peril...they will risk OVERBOOKING in order to keep YOUR booking! I have never recommended them to my clients since!
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Members' Comments onsallyforeshaw's Review
kcampbell12
on 22nd Mar 2008
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Kuoni were fantastic I have booked with them for years and so do all of my family and friends, we love the company