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“Brighton Stag Event”
★☆☆☆☆
written by victor74 on 24/05/2016
I was promised accommodation in Brighton but once I had paid in full they moved us to Hove and left me without enough time to change. Booked Karting and clay pigeon shooting. They didn't allow enough time to get from one venue to the next which I noticed and told them about. I was informed that they would let the shooting company know which they didn't and when we arrived was told it could go ahead as we were late. The shooting company said they had received no contact informing them we would be late. Wouldn't rust these guys to make a cup of tea, ruined our Stag
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“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!
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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“Rubbish organise it your self”
★☆☆☆☆
written by Wicksyboy on 05/08/2013
These are rubbish turned up at hotel no rep .couldnt get in no clubs what was mentioned had to pay to get in strip club which was meant to be pre booked and expected us to travel 30 miles in cab to go paint balling .if we had sorted this all out our self would have cost us under half the price these rip off merchants charged us tried to ring theam Saturday but office was cloesed I wouldn't recommend at all
Ivan211169's Response to Wicksyboy's Review
Written on: 19/08/2013
Thanks for your feedback.
Our UK stag weekend packages do not include hotel reps and we do not suggest this on our website or in our quotes.
We provide a detailed itinerary for all our stag weekend packages that includes addresses, contact details, timings and also an emergency contact number. This was emailed to your group organiser and up-loaded to their account over two weeks before you travelled. Unfortunately, it would appear that your group did not look at the itinerary as we received a call from the hotel on the day of your arrival to say that you were expecting a rep and that you had no idea of where the activities were or how you were supposed to get there. We emailed the itinerary to the hotel, who printed it out and passed it on to you.
Your group stayed at a central Torquay hotel and booked paintballing. This is a 40 minute drive away (most paintball sites are 20-40 minutes from town centres). Most groups arrange their own transport, however we would have been happy to arrange transfers if you had requested this from us.
The strip club was pre-paid and booked under the group organisers name for Saturday night. We contacted them to see what happened but they said you didn't show up. I can only assume that you either went on the wrong night or did not give the correct name that it was booked under. If you had called the emergency contact number on the night we would have been able to sort this out for you.
We also pre-paid your entry and put you on the guest lists for two nightclubs. They do reserve the right to refuse entry to groups if they think they are too drunk or may cause trouble. I cannot comment on why you were refused entry, but it is normal that when a venue refuses entry to a group they will contact other bars and clubs to warn them not to let a group in. I suspect that this has happened to your group.
I think that all of the problems that you encountered could have been avoided if you had read through the itinerary. You had plenty of time to contact us before you travelled with any questions and we were available throughout the weekend on our emergency contact number.
Kind regards,
Ivan Fisher
Escape MD
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Wicksyboy's reply to Ivan211169's Comment
Written on: 19/08/2013
I still stand by my review and for you to suggest we was to drunk is a joke .we spent over £2000 we worked it out that we could have done every thing you offerd for under half that cost .also the hotel you put us in wasn't suitable for a stag weekend as it was like a retirement home fall of old people .the paint balling was over 30 miles away which would have cost a fortune in cabs .eaither I are lying our the strip club is because we was at the right place and they had no idea we was meant to be there
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Ivan211169's reply to Wicksyboy's Comment
Written on: 19/08/2013
Dear Wicksy,
Nightclubs can refuse entry for a number of reasons. They obviously had a reason not to allow your party in, but as I was not there I have no way of knowing why this was. I will however say that you are the first one of our groups this year to be refused entry by the clubs that we use in Torquay and the hotel manager has told us that several members of your group appeared drunk when you arrived at the hotel.
The paintball site was 25.7 miles away (not "over 30 miles") and takes 40 minutes to get there. This is the closest dedicated paintball site to Torquay and it's location was made clear on your itinerary. We could have arranged a minibus transfer for you, which would have cost approximately £10pp, but this was never requested.
The strip club was booked and paid for correctly. Had you called our emergency number on the night we would have been able to resolve the issue for you.
There are only a few hotels in Torquay that will take stag parties. Torquay also attracts a lot of coach parties and so you can expect the hotel to also have some older guests staying there. Your hotel was centrally located, just 500m from the beach, had a bar, free parking and even an indoor and outdoor pool. This is an excellent hotel for stag parties and we have only ever received good feedback from groups that have stayed at there.
I'm afraid that your calculations on the cost of the weekend are inaccurate. The whole package for 14 people cost £1,904 / £136pp (not "over £2,000") and we only add a small margin to our bookings and not 100% as you suggest above. I assume that your group organiser shopped around before booking with us and would have found that our prices are very competitive.
Kind regards,
Ivan Fisher
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Wicksyboy's reply to Ivan211169's Comment
Written on: 19/08/2013
I still Stand by what I have said .and you obviously can't count and sort out bilking because there was 15 of us enough said
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Ivan211169's reply to Wicksyboy's Comment
Written on: 19/08/2013
Your booking was originally for 20 people, but final numbers were confirmed at 14. We only received payments from 14 people, so if there were 15 of you it sounds like someone didn't pay for his place. I'm not sure where this person would have slept as we only booked 7 x twin rooms and had you turned up for the paintball or been allowed in to the nightclubs you would have found that your group was only paid up for 14 people.
If your group organiser logs into his account he will see that all the paperwork was for 14 people.
If you would like to discuss any of these matters further please contact me on [email protected]
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Wicksyboy's reply to Ivan211169's Comment
Written on: 19/08/2013
No thank you it's clear you have a bad attitude and dont want to take any blame at all there's nothing you can do to rectify it you are just making excuses .and we did book for 15 the hotel gave us 6 doubles and a treble room so think you need to get your facts right as there was 15 booked up
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Tdiinternationalindiaplimited's Response to Wicksyboy's Review
Written on: 19/08/2013
not good and intersted
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Wicksyboy's reply to Tdiinternationalindiaplimited's Comment
Written on: 19/08/2013
What is this comment meant to
Mean ?
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“ABSOLUTELY AWFUL AND APPALLING AVOID AT ALL COSTS ”
★☆☆☆☆
written by sarahjosgood on 12/03/2013
Where to start? Bullet points may be easier! - Got all the names mixed up and doubled over - Confused emails for payment - Charged different amount for people - Forgot to take off discount for hen - Breached a contract when changing our hotel to a grotty one (fought our case!) - Told us we could drink on the party bus to sell it to us - hour before we rang to double check and they said we couldnt!! (we were all skint as it was!) - Clubs didn't even know we were coming - Got our itinerary confused - Told us we were getting VIP - on the night we didn't! - Gave the restaurant the wrong orders I am a veggie and ended up being given sausage!! Companies were laughing at me for having to organise this hen do on behalf of escape!! Not an organised company at all they say they will ring you back but never do and you have to chase them up. I rang numerous times to ask for the person dealing with me and they had gone home/out of office!! STAY AWAY FOR YOUR OWN SAKE!!!!!!
Ivan211169's Response to sarahjosgood's Review
Written on: 12/03/2013
Hi,
Thank you for your feedback. We always value this so that we may improve the quality of our service and to date I'm glad to say that this is the first negative feedback that we have received.
You booked a 1 night hen weekend with us that included a 4* hotel with breakfast, a pre-paid meal at a restaurant and the Club Package with Party Bus. Firstly, we discounted the normal price of this package as you were shopping around so your group got a great deal on this package.
We did not “get all the names mixed up”. Two people with the same family name were mixed up when you originally sent through your list of attendees but you pointed this out to us and this was immediately rectified and you emailed to say "Thank you for all your help you've been so helpful!".
We agreed to let your party pay in instalments of £22. This generated 51 transactions for your booking and many agencies would charge extra for this service. The only confusion was caused by your attendees not paying on time or paying different amounts than was agreed. This generated a lot of extra admin but everything was done correctly and there was no reason for complaint.
You made your booking on the 24th August (Bank Holiday weekend) and received a confirmation showing the discount for the hen on the 30th August, which was within 2 working days. I don’t know why you would even mention in your review that this was missed off :(
We didn’t breach any contract with regards to the hotel. We offered you a choice of 3 x 4* hotels. By the time you decided to book the hotel you chose had less availability and had increased their rates. We offered you one of the other two hotels at the same rate as the offer was always subject to availability. You complained about this and threatened us with legal action. You had no grounds for legal action but we decided to put you into the hotel of your choice. At this point we could have said that the package you wanted to book was no longer available and refunded your deposit, however we wanted to you to be happy with our service and your package and so decided to take a loss on the hotel.
We would not and did not tell you that you can drink on the Party Bus. We have been using Party Bus for many years and we know that this is not allowed. We get asked this question all the time so there is no way that we would have made a mistake. Nor do we exaggerate or lie about what is included in our packages that we sell in order to close a sale. The Party Bus transports you to bars and you only actually spend about 10 minutes on the bus between each venue (so 40 minutes in total). You left an aggressive message on our emergency phone once again threatening legal action because you could not take alcohol on the bus.
All of the bar and club entries were organised by Party Bus. They have confirmed that there were no problems on the night. There was a 5 minute delay at the nightclub because the door staff were dealing with an issue, but this gives no grounds for complaint. The Party Bus also includes VIP (fast track) entry, not a reserved VIP area. It appears that you have misunderstood what was included and this was explained to you by the Party Bus staff.
We are sorry that the restaurant brought you sausage instead of a vegetarian meal. We pre-paid them for a two course dinner and your meal choices were made on the night. I don’t see how a minor mistake made by the restaurant can be blamed on us. Furthermore, your dinner included a 125ml glass of wine, but we included several bottles instead, which meant that everyone got almost twice as much wine at no extra cost. You also failed to mention how at the last minute the Party Bus changed their pick-up point and that we moved your party to another restaurant that was closer. This involved quite a bit of admin but we did not think twice about doing this as this is the level of service that we operate at.
What can I say about other companies laughing at us? This is an unsavoury sales tactic employed by some to rubbish the competition in the hope that the customer will lose confidence and book with them. We would not dream of doing this and I think it reflects badly on any company that does. If we know you’ve had a quote from a bad company we just ask you to take a look at their reviews and then make up your own mind.
To say we are unorganised is unfair and untrue. If that were the case I would be unable to generate such a quick and detailed response to your complaint. [Name removed] provided you with outstanding service from the offset and you sent several email replies thanking and praising her for her help. She even spent time working out your travel details (tube, night bus and taxis options). You make it sound like we avoided your calls. Our office is manned from 8.30am until 5.30pm Monday to Friday. Most staff only take 20 minute lunch breaks and we have 6 lines coming in to the office. It’s impossible for the phone not to be answered and if you called for someone when they were away from their desk you would have been called back upon their return, or the next day if they had left for the day and the person taking the call was unable to help you.
Just to summarise we put you into a good 4* hotel at a loss, we relocated your restaurant at the last minute, increased the amount of wine with your meal at no extra cost and booked you onto the Party Bus, which also ran smoothly. You were not mis-sold anything and we did not breach any contracts. The service you received was always excellent and any minor misunderstandings were quickly and professionally resolved. Every aspect of your hen weekend was booked correctly and I cannot understand why you have left such a scathing review.
Ivan Fisher
Escape, MD
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Sarahjosgood's reply to Ivan211169's Comment
Written on: 12/03/2013
This is my own opinion of which I do not like your justification. What you have had sari is fictional I think we know our family's names and know if WE write them down wrong. Just to let everyone know thy my hen was crying on the day of her hen do.
I will take your message as apology and be sure that if asked for feedback from other people I will say stay clear.
Ps I also sent a email saying of thanks because I had received a email by said name saying 'my managers going me a good telling off' implying the manager and company knew they did wrong by 'telling off' their employee. If need be I can get a transcript to you if you provide an address of where said name said we can drink on the bus.
Best wishes
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Ivan211169's reply to Sarahjosgood's Comment
Written on: 13/03/2013
Thank you for positing your opinion.
We mixed up two names in your party back in August and we rectified it as soon as you pointed it out to us. This was a tiny error and I don't think that it merited a complaint on Review Centre.
My employee was being light hearted when she said she would be in trouble with me. We have a great team here and you have taken this out of context.
I'm not sure that not being allowed to take alcohol onto a bus is a reason for tears, especially as the bus was taking you to lots of bars. We called our supplier to ask if your group seemed happy after we read your review and they were very surprised that you had anything negative to say as they said everything ran smoothly and you seemed to be having a great time. Unfortunately, the whole issue of whether we said you could take alcohol on the bus will never be resolved. We maintain that we would not say this and your transcripts (i.e. things you have written down) don't really prove anything. This is the first time we have had this complaint, but to avoid it happening again we will change the description on our website to make it crystal clear.
As a company we set very high standards, which is reflected in so many positive reviews, but from time to time when something does go wrong we will apologise, fix the problem and also offer compensation if a customer is justifiably dissatisfied. We have not offered you any compensation as your weekend ran smoothly and my response was an explanation, not an apology. In my opinion you were too quick to threaten legal action and very confrontational on the phone.
I will let the readers of this review post make up their own minds about whether you had good reasons for complaint and whether or not we offer a professional service.
Best wishes,
Ivan Fisher
Escape MD
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Sarahjosgood's reply to Ivan211169's Comment
Written on: 14/03/2013
Apology accepted. From the immature response I hope it is crystal clear to customers how childish you are being with your silly quips.
Also the party bus did run smoothly it was you telling us we could drink. My hen cried because everyone was skint and we had been provided with wrong information.
I will continue to post this on other review centres to in that case.
Best wishes
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Once we've checked over your question we will put it live on the site and our strong community of experts will hopefully give you some great answers that you find useful.
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Asked by
butterflycrossing
on 12th April 2015
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On the pleasure boys hen weekend it says a 2 course meal in Bristol is included at an Italian restaurant so why am I being told by the organiser that we are going to Za Za Bazaar and will have to pay for meal?
Thanks for answering this question.
Once we've checked over your answer we will put it live on the site so others can gain from your experience. We rely on members like you to sustain our vibrant community so thanks again, we couldn't do it without you.
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Answers (1)
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Ang78
Written on: 13/04/2015
I really don’t understand the question, I would suggest that you speak to Escape or your Group Organiser.
overview
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Escapetrips's Response to victor74's Review
Written on: 26/05/2016
Thank you for your feedback and we are sorry to hear that you were not satisfied with your weekend. We are investigating the issues that you have raised and will be back in touch within 48 hours.
Kind regards,
Escape
Escapetrips's Response to victor74's Review
Written on: 26/05/2016
We have investigated the issues that you raised and would like to apologise that everything did not run as smoothly as possible.
With regards to the accommodation, the original quote was for 2 nights, but you then decided to only book for Saturday night. The hotel that the original quote was based on would not accept a 1 night stay and so we had to use an alternative, which was a 20 minute walk away from the centre of Brighton. Very few hotels in Brighton will accept one night stays in May and we tried our best to keep you as central as possible.
We booked karting for you at 2pm and clay pigeon shooting at 4.30pm. Theoretically this was achievable, but there was no room for any delays. Unfortunately, the karting finished later than expected and you arrived at the clay shooting site too late. We provided you with an out of hours phone number, but you contacted the office instead and so we were unaware that you were running late and unable to let the clay shooting company know, as they would have waited. Despite this, we accept that more time should have been allowed between the activities and we accept full responsibility for you missing the clay pigeon shooting.
As agreed with you we will refund you immediately for the clay pigeon shooting and also include an additional £100 as a good will gesture.
Once again we are sorry that you were not entirely happy with your stag package and hope that our quick response and immediate refund have gone some way to restoring your faith in us.
Best wishes,
Escape