Kuoni Review

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2.3 stars
Average rating for this product is: 2.3 out of 5

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PLHGoes's Review of Kuoni

7th Jun 2009

Overall Rating

1 stars
  • Value for money
    1 stars
  • Customer Service
    1 stars
  • Have you booked through this tour operator before?
    No
Good Points

1 hotel out of 2 was OK


Bad Points

Poor communication with local reps, very poor customer attitude, expensive for poor service


General Comments

We tried to book a self-drive tour (hotels, transfers and rental car) through Cuba with Kuoni. A week before departure they notified us that not all hotels had availabilities. We decided to book only the hotels at the beginning and end of our stay, the transfers airport-hotel and the rental car. We would take care of lodgings for the rest of our stay.
The transfers were poorly organized. Other independent travelers were waited for by a taxi driver, we were not!
The Havana hotel Plaza was unpleasant and very noisy: don't believe the brochure Kuoni travellers get rooms on the better floors.
The car rental voucher mentioned the wrong rental company. After lengthy discussions (what if you don't speak spanish?) they found out the car was booked at another company and we finally obtained it. Stress !
At the end of our stay, we had booked a beach holiday in Gran Hotel Occidental Playa Turquesa. Nice room. We paid a lot more than British or Canadian package holiday makers though. The Kuoni rep showed up, and would be reachable by phone 24/24, he said. When we needed him, his phone was dead. At the office they said it was his day off.
The transfers to and from the airports were again a mess. They did not show up, we had to take regular taxi's for which our vouchers were worthless. We almost missed our return flight because of this. Stress !
Upon our return I wrote an email asking for at least a refund of the taxi's. We did not even get a reply ! We went complaining at the office, and they blamed it all on the Cubans. No refund seen so far, nor any apology.

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