"Really Misleading information regarding the booking for the dates. I booked 3 activities with this company, receiving 3 different notification from them and including their providers. The customer service operator informed that I was able to include tentative dates when booking with them and then I will received confirmation from their providers and they just informed I missed one of the activities and they are no responding to book me for another day or for the misleading information provided from their customer service. Just wasted my money in the boat ride for their misleading information and lack of professionalism and responsibility when something goes wrong! Very disappointed!
To be honest It is much better to book directly with Virgin Experience or the experience provider that using a random company with a badly designed website "
"I would like to give feedback for the camel ride tour in Marrakech Palmeraie.
We arrived to Marrakech on Monday and reconfirmed our booking for camel riding on Wednesday at 10.20 via phone. On Wednesday morning the hotel receptionist had told us that rather than being picked up from our riad, as included in the price of the tour, we were being picked up from the main square, a 10 minute walk away. Apparently this was because there was no car access to our riad, hard to believe when are airport transfer to and from the airport managed to drive us within 100 metres of our riad. I rang back to enquire about this, and they insisted they would be picking us up from outside cafe France on main square at 10.20, the time on our voucher. We arrived to the meeting place on the square (the only place cars are allowed on the main square) at 10.10. They were late, and as I've been to Africa before I know timing isn't great so we waiting. 10.50 came and still no pick up. I asked a local cafe if we could borrow a phone to make a call, no luck so we had to use our mobile phone, costing £1.50 per minute. The person on the phone was didn't know about our tour and said they would call back. 10 minutes later we got a call back saying that some people had been picked and asking if it was us. Obviously not! They asked if we would change our camel ride for another day, we couldn't do any other day so we said no. They then told us to wait a maximum of 30 minutes for the pick up. 40 minutes passed and no pick up. We were fed up of waiting and concerned that we had lost our money. Finally as we were about to leave, we luckily spotted a big white van with a sign saying 'camel ride' on the windscreen. 1 hour and 30 minutes late! Rather than an apology, the driver was raising his voice saying that we should have been there at 10 and he had been waiting from 10-10.25, insisting that we were not there. We were definitely there stood outside the cafe pick up point, in exactly the same point he had finally picked us up from. There would be no chance that we would have missed a big white van. The driver was incredibly rude. The 20 minute drive was very uncomfortable. Once we arrived at the palmeraie, our guide was lovely. He dressed us in traditional clothing and head wear. We thoroughly enjoyed our 90 minute camel ride. It was so relaxing and the scenery was beautiful. Our guide took lots of lovely photos for us. Once we arrived back to the camels home, we were offered mint tea and biscuits before being taken back to the main square by the driver. Thankfully he was silent on the drive back.
I've been to 32 countries and I've experienced bad service but this is in the top 3. We did not appreciate the driver raising his voice at us when we had been kept waiting for 90 minutes.
I tried to submit a review for the tour directly on their website but it has not been published, apparently due to technical updates, convenient! I then emailed this information to the company to in investigate or at least give an apology, but 18 days later and 2 more emails requesting a reply to my complaint I'm still waiting!
I would never recommend this company, their customer service is beyond bad! "