Unprofessional and rude customer service

Went with Vedi Tour for the first and last time. Extremely unprofessional and rude customer service. I ordered four excursions in Kyiv, including Chesky Krumlov and Gluboka Castle over the Vltava. In the voucher this excursion was registered for October 29th. We went with my daughter, looked at the photos in advance, tuned in. When the bus left, I was shocked when the guide announced that instead of Glubok over the Vltava we were going to Orlik Castle. It turned out that on October 29 there was a scheduled day off in Gluboka nad Vltava - after the national holiday, which is celebrated on the 28th. This happens year after year. What the travel agency, of course, was known in advance. Nobody said a word to me. In a good way, they should have been offered a choice - to go on a tour in a modified form or return the money. I would ask for my money back, I would book a trip for another day with another travel agency (Ved Tour travels to Krumlov and Gluboka only on Tuesdays). But they didn’t give me any choice - except to jump out of a moving bus with the child, and it’s not a fact that the money would be returned, since they are returned in full only if they cancel the excursion two days in advance.

Going to Orlik instead of Glubokaya is like going to Kryzhopol instead of Paris. Yes, a small private castle has perhaps its own charm for the amateur. But personally, I have already seen enough of these. And for my money I ordered specifically Gluboka over the Vltava, and not what I have to.

In the Czech office, they denied everything and said that they would send the application to the Kyiv office, because there - yes, they should have known and notified. And yet they sent it, which I found out already upon returning from the trip during a telephone conversation with the manager Orysey, who was involved in my trip to Kyiv, who turned out to be exceptionally boorish (she also, as I understand it, holds the post of deputy general director, which is especially touching). In a conversation, when I asked for an explanation about this, she rudely and interrupting me said that they had already explained everything to me, they say. Yes, they explained the reason why the excursion I ordered could not take place on that day. But they didn’t explain why they didn’t tell me about it in advance and didn’t give me a choice.

The fact that this year the day off in the castle falls exactly on October 29 is not force majeure. And this should have been taken into account when drawing up the program, but they simply forgot.

In the end, Madame Orysia told me that I was wasting her time and simply hung up. This is instead of at least an elementary apology.

There were other nuances. It also turned out that if I ordered excursions from Vedi Tour on the spot, in Prague, it would cost me 20 euros cheaper, since in Prague a child under 12 years old has a discount of 5 euros per excursion. In Kyiv, they took us for four excursions, as for two adults. Moreover, the same Madame Orysya shamelessly accused me of lying, saying that I was “inventing” all this, although upon arrival we were given a Vedi Tour booklet for clients, where this was said in black and white. And that was confirmed by the tour guide. I have kept the booklet as a memento. Total - 20 euros per pipe. In the Czech Republic, they said that a discount is provided when ordering directly in Prague - I advise you to take it into account, and don’t order anything at Vedi Tour if you don’t want to pay extra and run into overt rudeness.

And so, since Mrs. Orysya already encouraged me to write a review, not so much as a complaint, but for general information to those who go on long-distance excursions with Vedi-Tour. The groups are huge. The first time, not counting the guide, there were 47 people. The second one is 56. The provided headphones save only partially. While climbing in the middle or tail of the column up the stairs to Königstein, you hear the voice of the guide in the style of “look right, look left”. When you reach the place and look “right” and “left”, trying to digest and figure out where everything is, the guide is already talking about something else in the headphones. The information content of the tour is thus reduced to zero.

In Cesky Krumlov they were given two and a half hours of free time. It would seem that enough. But in the end, we spent an hour and a half of them sitting in the U hroznu restaurant recommended by the guide, waiting for the order. Then, alas, in hindsight, I read reviews about him on tripadviser. It turned out that guides (not only Vedi Tour) bring Russian-speaking tourists here by agreement with the restaurant. Like, cheap, tasty, wonderful, we ourselves only eat here. I didn’t notice any special cheapness, but it was a pity not for money, but for wasted time. Waiters respond to requests to speed up a little with the phrases “two legs, one head” and “everyone has a bus” prepared for everyone. The main course was finally brought to us when I said that we would pay for the tea we had drunk a long time ago and the soup we had eaten. Then just as long could not pay off the account. As a result, free time was not enough just catastrophically. So a general warning - if you are in Cesky Krumlov, immediately head to another institution, ignoring the guide's advertising.

In general, Prague is a very beautiful city, and the Czech Republic is a beautiful country. But this is not the merit of Vedi Tour. Mrs. Oryse - a separate respect. I have never experienced such customer service anywhere else.

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