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“Could be better 25th Aug to 8th Sept 2019”

written by Culridge on 18/09/2019

We have returned home from in the main part a great holiday but in certain areas, with greater knowledge could have been better most of which is with Bon Voyage to improve on.

1. Seated together on flights – having booked so far in advance to secure dates and price, certainties of seating plans should be gaureented. 7 hrs on a flight to be not sitting with your partner is not enjoyable.
2. 3 hotels did not provide in the first instance the correct room and tried to place us in a less superior room – Delta, Deer Hurst and Pillar. (Deer Hurst and Pillar has further comments)
3. WiFi in Fairmont Hotels operating different policies and access to WiFi, Toronto no issue, gave code, Ottawa wanted to charge unless we had an account. Day 2 and reception staff gave us the code. Consistency is required or an awareness which needs to be advised of by Bon Voyage.
4. Deer Hurst – not a 4 star hotel and would not recommend. Firstly, the room was not as paid for. When challenged they reluctantly moved us. The room Block 52 room 303 was dirty. Food on floor, food on chairs, animal excrement in general seating area and windows with kids handprints smeared all over. 2 out of the 3 restaurants closed leaving the main hotel the only available eating place unless you wished to travel. This information should be known by Bon Voyage and advise to the client. A hand picked service is advertised and offered. This was well short of the mark.
5. Pillar, Niagria – Room 142 – Dark, noisy and smelt of chlorine, when mentioned to reception, “that was the room you paid for” – we didn’t, we paid for a light and airy room. You could not stay in the room unless all the light were switched on. The Pillar is a wedding venue for the noisy American’s shouting at 3 am. Again, Bon voyage should be asking questions to ensure people paying top money wanting an unforgettable trip are not left wishing they could go somewhere else. Pillar is a wedding factory venue with 2 weddings Friday and Saturday.
6. Invoicing of rooms – Pillar now charged us the room again. We have rung them to find out this is what they do and then refund. Why ? This should be known to not frighten people when statements come through.
7. Ottawa – Have been charged again for the room.( £525 ) We have rung and been told they will credit it but due to the exchange rate we are now £33 loss, this cannot be right and have emailed them to have the full amount originally charged credited. I would also appreciate your company emailing them and arguing on our behalf as we have paid good money 10 weeks prior.
8. Sat Nav – 3 hotels were not known on the device and we had to use our own phones to locate the hotels. (Montreal, Quebec and Pillar) – updates are needed.

The majority of the above is down to Bon Voyage asking the correct questions. It is sold as a tailored package. Based on what we have encountered, its just a travel agent.