Not Helpful

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TripMasters - www.tripmasters.com
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Guest's review of TripMasters - www.tripmasters.com

“Not Helpful”

★☆☆☆☆

written by on 02/02/2015

We were traveling with family from another state. We were told initially that we would be put near each other in the same hotels. This turned out not to be true. I was making reservations on a Friday afternoon and the agent I dealt with online, went off work for the weekend without confirming our hotel reservations. I tried all weekend to get in touch with her, but was never called back. When I got in touch with another agent, she said that we would have to stay at another hotel since the one where our family was staying was now full. Later, I discovered by looking online that the hotel was not full. I called another agent and she, too, said the hotel was full, but after convincing her to look again, she got us booked into the hotel. Even our family members who booked at the same time, were not put near each other at the hotel. We paid for Tripmaster to arrange transfers from the airport to the hotel and back. When we changed hotels, they did not inform the transportation service. We had to call them ourselves. We were sharing a rental car with our family. Although my sister was the one to reserve the car, we were assured by tripmaster that we could pick it up since our plane arrived several hours before my sister's plane. This also turned out not to be true. We were stranded at the car rental place unless we wanted to pay for another car which would be more expensive. Tripmaster did not answer our call for help for several hours. By that time we had gotten a ride to our hotel by another helpful tourist who was renting a car at the same time. Tripmaster is very efficient in collecting their money, but otherwise they are not very efficient in handling problems and being helpful to customers.

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Solarreply's Comment

Written on: 10/02/2015

Dear Traveler: I am an employee if Tripmsters/ Solar Tours, and would very much like to research the issue you experienced when booking with us, and find the agents who were responsible. Unfortunately, there is not enough information about your trip for me to locate the reservation. If you could kindly provide your name, or a booking #, or even a destination and time the dates of your trip, I would be happy to look into the matter. If you would prefer not to post here I can be reached via email. Please reference Review Centre. We apologize for your inconvenience, and I look forward to resolving your complaint. Customer service is an absolute priority for every employee of our company, and we regret your disappointment.

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