Trailfinders – The Travel Experts’ – not our experience

An inconsistent choice of accommodations ranging from 5-star to ramshackle hut, selected by Trailfinders made our stay in Canada one of the worst we have ever experienced… saved by the spectacular scenery to which Trailfinders had zero input.
Trailfinders customer service is also in question. Six weeks to investigate our complaints on our return to the UK and then a response saying we should have contacted their EMERGENCY number for our accommodation concerns. This of course was not possible as the accommodations we stayed at did not have wi-fi and our sense, of emergency, would be a situation of life-and-death.
The long investigation time coupled with the lacklustre customer service resulted in our holiday of a lifetime being one we wish to forget as soon as possible.
Nine destinations in 18 days did not grant us the time to contact Trailfinders. We reached a point where we hoped the next destination would be better, unfortunately this wasn’t the case.
Trailfinders were sorry for the duress we experienced but could not categorically outline a reason for their failings.
We will not be using Trailfinders again. They are a high turnover, high volume travel company who have lost their personal touch.
For prospective customers in the future I would suggest if you require accommodations to meet a certain criteria get this request acknowledged in writing – else beware!!!!