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“After booking not much customer service.”

Written on: 28/07/2013 by Ajay_108 (1 review written)

After we had booked for Cuba, we were pretty much left to it, after they received their money. We were not advised of the local changes happening in Cuba, such as it is much busier now due to Cuban's going on holiday.

In Cuba at Varadero, we didnt receive much guidance in the hotel, but the staff member on the coach was helpfule. I know you get the full breifing if you go to Havana first, but should be the same in Varadero. There was not a note indicating meeting times in Varadero, we had to find this out ourselves.

The rep there completely messed up our transfers. We were told we could go from Varadero to Havana at 9.30 in the morning instead of the standard 14.30. So we changed this. We confirmed again two days before and he said it was ok and all booked. WHen the day came we waited for an hour (Cuban coaches are late as have to pick everyone else up from other hotels). The coach never showed up.

So we called the rep 5 of 6 times before we got through, who said a mistake had happened and he was sorting it. He then put the phone down. We had to wait for the scheduled meeting time 12.15, the rep turned up at 12.50. Who said something had gone wrong at the coach transfer desk, by then we just waited for the 14.30 bus. The rep also said everything was sorted for us in Varadero and the rep there would sort out compensation maybe a wasnt. I had to explain it all again.

The coach journey was a nightmare, we spent 4 hours on the coackh, 2 spent picked people up and when we got to the other hotel the room was not ready. The Holiday Place do not have very good local knowledge of their destinations and did not tell us things will be busy due to Cuban national holidays and the coach would have loads of people on it waiting to be picked up from hotels and dropped at the side of the road near Havana.

The rep in Havana was much better even though i had to explain again what had happened she rang the Varadero office to confirm. It was in the end the fault of the Varadero rep who didnt admit it. We were offered a night out which we accepted. But would not use Hoiday place again, due to coach transfers and this one rep...sorry

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