An unfinished excursion.

We were extremely dissatisfied and had bad impressions about the ANEX Tour guides, as well as about the company as a whole. In fact, the problem is not worth complicating things like that, but the company considered it necessary not to meet tourists and do it their own way, but first things first. We paid for a tour, not cheap enough, Barcelona Premium. At the appointed time, we were at the indicated place. I want to note that due to the inconvenient access to the hotel, we and the tourists who go on excursions will have to walk 200 meters to the indicated place in order to take a bus near another hotel. After waiting 5-7 minutes, I ran to the hotel to communicate with the guide Valentina to clarify where the bus was. At this time, My girlfriend stayed at the indicated place to wait for the bus. The guide did not immediately pay attention to me, as she was preoccupied with selling excursions to newly arrived tourists. Valentina told me to run back, the bus is already waiting for you, hurry up. Returning to Sol Dor (the hotel we needed to go to), my girlfriend answered me that there had been no bus all this time. I ran back to the hotel to the guide Valentina to find out the problem. She also did not immediately pay attention to me, for the above reason. In the end, after a few minutes of clarification, she talked to the tour guide Milen or someone else, and then called the main office to solve the problem. As a result, the bus left without us. Our guide Valentina, as it turned out later, you see, was busy (apparently selling the same excursions), that she did not answer the call of the tour guide, who seemed to be looking for us and calling the hotel and so on, and also probably left earlier than the specified time, although He said that he was waiting for us, running around, looking for other nonsense. And as a result, they shoved everything on us, saying that we did not appear at the indicated time and place, and therefore we ourselves are to blame.

We wrote a letter within 2 days to the main office about the situation in the hope of a refund. But the ANEX Tour office refused us, because, again, we were to blame. As an argument, the driver has a GPS tracker that tracks the position of his stops, the signature of the driver and one of the tourists that we did not show up, and other nonsense. It is surprising that we were seen both at the reception and the guide Valentina, that we were leaving and the tourists from our hotel, that we were at the bus stop at the indicated time on the ticket. But the office considered it all a lie and did not return the money to us. I believe that this problem is to blame as a tour guide, who did not deign to re-dial our hotel guide Valentina, so that she, in turn, called us, for that matter, that they could not see us in order to dock us, so did our a hotel guide who was preoccupied with his own problems. But at the end of the second day, the “swing” for us was decided to “go down” and compensate with another excursion, even with the loss of financial resources for us. Although this tour did not bring much pleasure than the one we originally planned to get on.

This whole situation spoiled our mood, rest, and we lost the day of rest due to the guide's inconsistency with the guide or the organization that organizes excursions. And besides, for the company, 200 euros will not play a special role, but it is apparently more important for them to keep this money than a reputation and a good review. What can you do...

ANEX Tour companies still "grow and grow" in the provision of service, and I also advise you to carry out educational work with your employees. Teach them to be attentive to their clients and the people they help to have a good vacation, so that they don’t worry about anything and help them in every possible way, and not solve their financial issues (at least not noticeable to others).

Even though my review will not have any effect on them, it will help vacationers not to get into such an unpleasant situation with the tour.

Comments (0) leave a comment

0 comments

Show other comments …