10 Days Exploring Spanish Cities

Traveler Reviews

• M

  Mark

  August 3rd, 2024
  First off the tour we were in, 10 cities in Spain in 10 days, was advertised as having a maximum group size of 10....
  First off the tour we were in, 10 cities in Spain in 10 days, was advertised as having a maximum group size of 10. Yet for 70-75% of the time there were at least 20 people in the tour. One time there were around 30. I paid almost $5200 for 2 people for this tour, specifically choosing this because of the advertised group size. I complained and requested their help many times while on the tour. Their constant reply was that the max of 10 was how many seats they were allocated. This response they parroted several times. Nothing of this allocation was mentioned in their advertising. They even tried to pass the advertised group size as a technical error. Not only that but within a few days of my complaint and demand for compensation, they changed the website description of this tour to state the maximum group size is 35. Obviously they recognized their error. They tried to offer me an option to leave the tour without giving me any details if I left. Most of their responses were simple deflection or delay tactics. I have a complete record of their responses. There were issues relating to pickup times, grossly insufficient times to get a bit to eat between events (15 minutes one time). Their response was to nitpick over the minutiae while avoiding their false advertising. In the end, they refused any sort of refund and only compensated us by giving us a measly credit for a future tour. I wouldn’t use them if they were the last tour company in the world. Just sick and tired of their constant diversion from the real issue of the group size. I book this because we were on a tour with 25 people and found the attention was insufficient to warrant a large fee. Had Wanderful Holidays actually compensated rather than giving me a coupon, I might have reconsidered making this review.Show more
  Traveled in June 2024
  

  Reply from: Wonderful Holidays UK

  We take great pride in the services we provide and are passionate about resolving any issues that may arise or differ from expectations. We acknowledged that there was a technical error, and as a responsible team and company, we addressed it promptly at the root level. Therefore, we are unsure why a compliment is being presented with a tone of complaint. On Day 3, when you mentioned the group size, we offered to move you to a private tour starting a day after (That I am sure anyone can understand is of a lot more value in Europe). This proposal was immediately declined. From what we understand, and after speaking to Maria, your group guide, she confirmed that you were having a good time and had not mentioned any issues with receiving adequate attention. You also confirmed this, stating that you had not expressed any concerns to Maria. It was further confirmed with Maria and yourself that the increased number of guests occurred only on three excursion days. We promised to address this by providing more substantial travel credits than initially offered and you accepted them. We notice a very selective narration, omitting mention of the additional inclusions our team provided at the last minute, the immediate reimbursement of the breakfast receipt you shared with us on the day when a complimentary a car service arrived early, an assurance from our team within 2 mins of raising the concern was given at about midnight EST—that you could make the transfer wait, allowing you to have breakfast leisurely. Despite this with no fault of the team, it agreed and processed the reimbursement of your Breakfast you had to have outside. While your one statement stated you didn't have time to check our message as you were in a hurry to get into the vehicle and another one mentioned about you having to wait outside the hotel for 30 mins for the transfer to arrive. (We honestly couldn't understand which one to believe, we weren't nitpicking here but just trying to make sense of what exactly happened as both statements were referred to the exact same time span). We genuinely feel that when it came time to leave a review, we were pressured by being told that if we did not convert these credits into a refund, you would leave a negative review. This is not a situation we will ever be coerced into. We would rather earn a great review with our relentless hard / focused work towards customer satisfaction than having to buy one. Thank you !

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