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| - One star is too many... worst customer service ever!
I've travelled with Gadventures several times and all but this last time were very good experiences. However, my last experience was so horrible that I'm compelled to leave a negative review of their customer service, how they manage their trips, and overall bang for your buck. I will never again use this company and will again recommend them to others.
First the customer service - their office staff is more focused on sales than customer service. They will provide you with great service until you book, but once you do - you're on your own. They have your money and they could care less if you have issues. My husband and I recently booked a trip to Italy. We were unaware that his valid passport was just a few days shy of the validity requirements for travel to Italy. We had wrongfully assumed that by booking a tour through a travel company like this that they would have notified us of the issue with his passport - since from the beginning they had his passport number and expiration date. THEY did not. As a result we were not able to board the plane and were delayed at home until we could get an expedited renewal for his passport. We feel that they could have prevented this issue by simply letting us know at time of booking, but they did not. On top of having to miss the first few days of a trip we had paid for we were surprised by how horrible their customer service was in providing us information we needed in order to catch up to the group. We had to call and call and email so many times just to get the name of the hotel, and contact info to the tour leader (which they never provided). And when we arrived home and wanted to discuss our dissatisfaction, we were welcomed with nothing but a delayed, cold, impersonal email from a rep that summed up the poor customer service this company has to offer.
Second issue we had was with how the tour was managed. During this trip there was a group member that was extremely abusive to the tour leader and the group members-including us. Instead of eliminating the source of the issue G adventures catered to this man because of threats he made to sue them. They had no concern for the discomfort the rest of the group members felt being around this sort of behavior...they only cared about their bottom line. The man was abusive, volatile, and demeaning an we were forced to travel with him and be in his presence. WHile we understand that the company can't control group dynamic and the group members, they can certainly control how long abusive and disruptive behavior is tolerated. They only finally kicked this man off the trip more than halfway in after the guy physically assaulted a hotel owner. Gadventures did not show any care or concern for the wellbeing of the rest of the group members.
Finally the value...our trip was nearly $2700 each, which did not include airfare. This amount was for two weeks in Italy and only included train/bus transport in between cities and double occupancy hotel stays. We felt this was entirely too expensive for the level of accommodations provided by the company.
Three great experiences in the past with this company will not make up for the one terrible experience we just had. The level of care and customer service we received were utterly horrible and we will never travel with Gadventures again.
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