written by Ginger69 on 14/01/2015
I asked for MD personnel e mail but it never was given so another review posted here......we were travelling on 26th DEC tickets didn't arrive until Dec 22nd totally UNACEPPTABLE! they didn't take into account the Christmas post and the fact we needed them sent by post (no HOME printer) this was stated WHEN WE BOOKED AND WAS ON BOOKING FORM! THANK GOD NOTHING NEEDED TO BE CHANGED AS WE WOULDN'T OF HAD ANY TIME TO DO THIS, we were leaving home on the 20th to spend time with friends but we had to cancel these plans as we needed to be home for the post to arrive! I had to send e mail to 3 different people on two concretive days before I got any response as to what was going on, Customer service WHAT customer service! I rang ( no answer) Saturday all day and sent a ring back request on website and no-one got back to me by this method . because of bag sizes on Amtrak Which Adore never informed us of..... we sent the cruise luggage by white star another mindful of paperwork to be filled in and took over 3 hours to do so as USA customs are very strict. anyone very elderly or with half a brain wouldn't of coped with this amount and detailed paperwork. when the bag did arrive on ship because it had to be packed well in advance collection was on 18th December everything had to be re pressed using the ships pressing service another ADD ON cost! The holiday...... No -ne informed us that our transfer from Toronto airport was timed so we took our time to arrive at the pick up point to find 8 others very angry as they we waiting for us to depart we didn't know we had a "shared" transfer, We didn't know either that with drop-off's the trip would take over 2 hours no toilets on bus or stop off on route so journey very uncountable. The hotel we paid an upgrade to stay at this one, It wasn't the star rating we were led to believe it to be, yes a prime location but the room very basic and aT the back overlooking a car park not a falls view we did ask if we could upgrade but was told because we had booked by voucher? this wasn't possible and the hotel was full. Taxi transfer new York the driver was so rude and didn't utter a word this marred the lovely impression we had of New York and their people. QM2....We asked for a table for 2 0r 8 ( booked with adore months ago) we were given a table for 4 , I did ask if we could change to be told that seating is only given priority to passengers booking direct with Cunard (despite the fact we are past passengers and carnival share holders) were made to feel like third rate passengers. We thought that with adore we were getting a good price for this part of the holiday, the cruise only to discover passengers were receiving on board credits where we didn't...... so not a good price after all if you take into account this fact. So to sum up..... Adore cruise in my view are NOT a travel agent but a booking company which reminds me of the "bucket shop" days. You travel very much as if you were an independent traveller and taking into account everything that we need to add on to accommodate our requirements I'm sure I could of come up with a price closely to what adore sold us........ Without.... all the pre-holiday stress I encounter. Which really did take the shine off of what was a "bucket list" trip of a life time. As I was so stressed before travel. I HAVE LEARNED A BITTER LESSON THAT I SHALL NEVER EVER BOOK WITH AN AGENT AGAIN.....especially ADORE cruises or recommended them.
written by Londsale on 02/12/2014
We booked with Adore Cruises, the Travel Agent rang us every night for about 3 weeks AT 10PM, OFTEN WHEN WE WERE IN BED.and would not take no for an answer. offering varioius deals. This was to start in Southampton, 17 days to Houston, take the Amtrak train to New Orleans cannot do anything about the weather. The first hotel was grotty, so we paid extra to upgrade, when we got there by taxi, it was a long way out, in fact in was a time share. Apparently others on the same deal were orginally placed there. They were upgraded with breakfast included - note we paid to go there. We wanted to go out at night, but were so far off the centre it was impossible. The next step was the train to New York, all of the people were stunned, we all expected a compartment, what we got was a small room, no place to stretch your legs. in the evening a pull-bed -BUNK WAS PULLED DOWN, stupid for older people, one man was 86 years old and his age would have been known when he booked - disgraceful. On arriving in New York, our hotel was miles away, it cost us 50 dollars to reach it. NOTE - WE WERE ADVISED THAT THE HOTEL WAS CENTRAL TO TIMES SQUARE AS ALL THE OTHERS WERE. THE HOTEL WAS GROTTY, THE FURNITURE LOOKED LIKE IT HAD BEEN TAKEN FROM A TIP. THERE WAS NO WAY, WE COULD AGAIN GO OUT IN THE EVENING TO A SHOW. WHEN RINGING THE AGENT PREVIOUSLY FROM THE FIRST CRUISE - HE WAS VERY RUDE . THE WHOLE HOLIDAY WAS NOT AS HE HAD ADVISED AND WE FEEL THAT HE HAS TOTALLY MISLED US IF WE DO NOT HEAR FROM ADORE CRUISES TO THE EMAIL ALREADY SENT AND NOT REPLIED TO WE SHALL NO ALTERNATIVE TO TAKE THE MISS SELLING FURTHER
Written on: 05/12/2014
Dear Mrs G,
As you are fully aware I am currently in conversation with you about your thoughts and concerns on the trip.
I am not going to go through all of your individual points above, however the Hotel in New York I personally stayed there and is approx. 6 mins walk from a tube station. New York is like London where it is a big place and you have to travel everywhere that you need to. Over the 15 years of selling cruise and holidays I have not had 1 single complaint about the hotel.
The hotel in New Orleans, is ranked 54 out of 160 hotels in New Orleans, and to quote the last 4 reviews are
4 Star Great Location
4 star - Nice place to stay
5 star - nice even in cold weather
4 Star - exceptionally nice and super friendly
I am sincerely sorry that you have not liked the hotel and that others was placed here without paying extra. The industry works very fluently and prices and availability change all the time and we booked what we believed on the following reviews a good hotel at a good price for you.
As I have said above, I am investigating your complaints and I am sorry that you feel that you have had to post on here. You will also see many other great reports of the packages that we put together.
Regards
Ian Gilder
Managing Director
written by Hoober on 06/02/2013
What can only be described as appalling organisation ! Prior to departure the flights were changed several times, they even wanted us to fly out of one airport and return to another. On arrival in Vegas we found that we had no hotel reservation and despite telephoning every day for 5 days they failed to get it sorted. On our last day Adore told us to settle the bill and they would refund us on our return. One month later we are still waiting to be reimbursed. They do not reply to e mails or respond to calls. Their customer service is none existent . We are now going to the parent company in the hope of getting it sorted,
Written on: 08/02/2013
Dear Guest,
I am sorry that you have to take the time to post a review on this website. Unfortunetly I do not agree with all of your comments. Yes I 100% admit that there ahs been a problem as we have been let down by our bed provider Low Cost Beds. We have taken the steps to take them off our approved suppliers list as this is not the first time a guest has arrived and the booking has not been there.
When you called in, we made 4 phone calls to LCB who informed us that it had been resolved and you would not be charged. Unfortunately someone in their company has not done what is asked of them. I understand we do not reply to emails, I have in front of me, emails sent to you.
However we are speaking to Low Cost to find out what has happened. They have 28 days to acknowledge and respond.
As a company we have been let down by a supplier and if you check all of our other reviews we pride ourselves on our customer service. I will be emailing you shortly to set out the position but you can rest assured you will be obtaining any refund due to you and a gesture for the inconvenience.
Regards
Ian Gilder
Written on: 08/02/2013
In answer to your response I have the following comments to make.
Firstly its a shame that I felt it necessary to take to making comments on the internet. Had someone in authority spoken to me personally then I wouldn't have made my views public. You need to look how you deal with customers
Secondly my contract is with Adore cruises and not low cost beds, how you investigate that is your issue not mine That is something you need to deal with behind the scene, you shouldn't try to deflect the blame on them. Your procedures failed.
I gave Adore Cruises ample opportunity to resolve this whilst we were in Vegas and nobody was prepared to either speak to me or have the courtesy to call me back
What angers me is that I am still awaiting solution, it shouldn't take 28 days!
Please give me the courtesy of a phone call to discuss
regards
Dave
Written on: 23/03/2013
Well the 28 days has passed and we are still awaiting a response regarding as previously stated by Mr Gilder he has not either e-mailed or telephoned.
When using a travel agent you expect them to respond especially if they cause the problem. Its when it goes wrong you need the travel agent to sort it.not abandon you! They tell you to pay the bill and they will refund you on your return but in reality they just ignore you.
Well Mr Gilder it looks like we are off to court. This may not seem a lot of money to you but it is the principle that counts to me.
Regards
Dave Thompson.
written by on 09/12/2011
I know that this company writes there own reviews. If hesitant about booking you get bullied in making snap decisions and if you feel you have made a mistake, you don,t get any money from your deposit, even within 24 hrs. This company tailor makes holidays, which means they buy each element of your holiday separately. The deposits are quite high as they cover the cost of flights as well as reserving your cabins. You should get your taxes on flights back, which are substantial, hotels are free of charge. I would not book with this company.... BE WARNED>>>
Written on: 20/12/2011
Dear Guest, Yes we do tailor make our holidays and to get the great prices that we achieve we sometimes use pay in full fares. At the time of booking it is explained any changes or alterations wll include charges and the deposit is non refundable. When someone cancels like you, we apply to the flight consolidator who we book the flight through and they advise if any taxes come back.
When you look at taxes they look enormous, this is due to them rolling lots of elements including APD, Fuel and other bits to make the flight price look cheaper. When we apply for refund invariably after the consolidator levies there charge very little if anything comes back. The other point I would like to make is your should be covered by your travel insurance which you would have been advised to take out at time of booking.
If you would like to email me ian at adorecruises.co.uk and I will duly look at your complaint. I would also like to explain the reviews on this page are all genuine as I run an ethical based company. I await your contact.
Regards
Ian
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Manilowmagic's Response to Londsale's Review
Written on: 04/12/2014
so sorry to hear you had such a rotten time, Please could you be so kind as to tell the name of the hotel in new York??? we are going in 3 weeks time and after reading your review I'm more than worried! we are staying for a hefty upgrade at the waldorf Astoria.
Adorecruises's reply to Manilowmagic's Comment
Written on: 05/12/2014
Dear Manilowmagic
If you would like to email myself directly with any questions that you have and I will look at all your concerns.