![]() Considering how they are handling things with terrible disregard for their customers (no communication), this tour company will likely go out of business. The have rescheduled this trip three times, with a 3rd cancellation looming. I know these times are tough but it is hard to ignore the fact that I sent my money in on January 27, and the trip was supposed to take place on April 27. They are even keeping money for the airfare, of which, I never got proof my money was used to purchase a seat, since I do not have a confirmed reservation with the airline. I am not convinced that every dime of the money went to reserving hotels, transportation and buses for this trip. They have $3,790 of my money several months prior to the shutdown. The entire experience working with this travel agency since the COVID 19 outbreak, has been very poor. is not answering their phones and it has been set to a 'fast busy' tone. We sincerely hope that the fond memories of your trip will remain in the forefront of your thoughts and we wish you all the best. In doing so, he was able to deliver all the promised sites and experiences as promoted in the brochure and in the travel documents without unnecessarily sending clients home. ***************** made the best decisions possible given the circumstances and with the best interests of the group as a whole. It is the decision of the tour manager to assess whether a clients participation is impeding their safety and enjoyment (like the client who left the tour) or the safety and enjoyment of the rest of the tour participants. We are sorry if this caused you frustration. We acknowledge the unique circumstance of this tour departure with several clients having mobility issues. Regarding your comments about the ************* excursion, we cannot issue a refund simply because you disagreed with the order of the day when all sites were visited as promoted. Please note, there is no promise of a musician while on the Gondolas this is an extra the tour manager tries to organize as possible. No refund is possible for the Gondola or dinner in ****** as these services were provided as well. We cannot issue a refund for your dinner as, despite the delays, dinner was provided. Unfortunately, there were also traffic delays which were beyond our control. We are sure that if you were lost, you too would want your guide to do everything possible before leaving without you. We apologize for the the delay in leaving from ******. Your comments have been shared with the tour manager as well as with our ****************************** and will be considered as we plan future tour arrangements. In our dedication to the continual polishing of our tours, we take all of our client evaluations into consideration. ![]() We are sorry that certain aspects of the tour did not meet your expectations. RE: Heart of Europe Circle Tour, September 26 October 10, 2022 Their response that look on the bright side is unacceptable as is their refusal to refund. This tour was a disappointment and not what was advertised. As a result of the above and the comments I have made in the following, I want $930.00 refunded on my credit card. I want $90 cash refund per 2 persons for gondola rides due to paying for musicians and unable to hear them due to tour manager putting them on a gondola boat with a known boisterous, loud passenger who spoiled the experience even with using *********************** (PALS). ![]() ************* $195 cash refund due to ********* should have been scheduled for the evening when there were more things to do as the ***** factory tour was a tourist trap and afterwards there was nothing to do for 4+ hours in *****. ****** tour $285 refund in cash due to eating at restaurant infested with mosquitoes. Tour arrived late for ******** Dinner due to the tour manager not following guidelines when 2 passengers did not show up the Oktoberfest meeting point want a refund of $360 cash for three dinners I paid for. One couple did not show up at the designated meeting time at Oktoberfest, resulting in a 40- minute delay due to the tour manager waiting around. The tour manager did not ask these passengers to leave tour, even though it impeded safety and the overall enjoyment of other tour members. These companions had their own ambulation problems and had fallen during the tour. Additionally, their companions were not capable of assisting them with keeping up with the pace of the tour. This tour was listed as having an "ACTIVE" pace with "three or four miles of walking per day." It was not recommended for passengers using canes, however, one third of the passengers used canes and these passengers did not have the recommended folding wheelchair. Heart of Europe Circle Tour: Septemto October 10, 2022.Neither ***************** (Tour Manager) nor Image Tours followed nor enforced the Physical Condition Guidelines in the tour brochure. ![]()
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