Kenwood Travel - London

Joseph Malone

Booked a hotel in Antigua (St James’) via Kenwood and all was very smooth - the hotel informed us that Kenwood had secured us a free room upgrade too so thanks for that! We’d sorted our own flights & transfers as using avios

John Mitton

Booked Abu Dhabi with Zeb. Great experience, quick, easy and advised of different flights and great recommendations made. Took Zeb opinions and had one of the best holidays I have ever had. Even when I gave Zeb some grief, he remained polite and ensuring. Would book any day with them , please do japan !, that’s where I want to go next. Thanks Zeb , the price was great, the recommendations and holiday amazing and the memories forever!

Cate Martin

I have been looking forward so much to this holiday ….
Everything has gone smoothly until I started to ask some detail to be confirmed. My money has been paid. I know feel that every detail from late checkout ( which is the latest payment Kenwood can’t find ) to confirming the bed configuration is just a hassle … emails back wards and forwards. It’s exhausting.Yes my flights were changed too. I do believe they are confirmed thou. As I have been able to independently book the seats.
Such a shame that the business does not seem to do detail. Could not even convince me that there will be visa offices open to buy visas as we arrive in the middle of the night. Can’t buy on line .
Let’s hope in a few weeks I am not back writing that the holiday was not good. Especially as I have recommended Kenwood travel pre sales to lots of people.

Jessica

Abysmal communication, incorrect information and very unreliable.

My partner had booked a holiday through Kenwood Travel to 3 different destinations, there have been a lot of changes which have been decently dealt with. However, we are now due to travel in less than a week and we have still not received an itinerary or any flight details which have been requested multiple times, the latest being 2 days ago. How can we prepare for a holiday, arrange transport to and from the airport without knowing when our flights are? Surely it doesn't take over 2 days to send an itinerary over or provide an update? My partner has had to contact them yet again, and this issue is still unresolved.

Speaking of which, when we received the last itinerary (before changes), I couldn't find the flight details online with the flight numbers and times they'd provided. My partner had to contact them again for them to tell us the flights had changed, how would we have known if I hadn't checked? That is a very basic customer service expectation, so the fact this wasn't provided clearly proves their incompetence. We are extremely disappointed with this service.

My partner ended up cancelling one of the destinations and was told we'd receive a refund within 7 days. It's now been over 7 days. Do I need to say more?

The other reviews are definitely correct in saying that once they have your money they do not care, they become extremely rude and fob you off. Their service does not meet expectations and we are both extremely unhappy with the lack of support and information, our very basic questions are not being answered. After reading other reviews, I am apprehensive that other things will go wrong such as the transport and hotels, and feel as though I will have to contact these companies myself just to confirm the bookings.

Disappointed and will not be using Kenwood Travel again.

Nathan Cooper

We booked to go to Orlando, 7 days at Disney and 3 at Universal Studios. The hotels and parks were amazing, but the travel and booking management experience was poor.

The good, the initial booking process and payment online all went well.

The bad, multiple issues with the booking-

1. They got the return transfer details all wrong, luckily I spotted it and we were picked up on time. If I didn't the car was going to the wrong hotel and also would have picked us up when the plane took off!

2. They put my son down as female on his booking, meaning we had to call Aer Ligus direct the night before we flew to get it changed, which was an unnecessary stress

3. They failed to pre book us seats on one leg of the journey (family of 4), again I spotted it and they fixed it but by the time we got the seats sorted we given some 1ft adjacent to the toilets, i could touch the toilet with my hand ( i know this as the door was broken and i had to pull it shut every time someone went!..they were unbelievably gross toilets as well, more below)

4. The flights were with aer lingus, the plane stank of urine. We booked over 18 months ago, you would never book seats next to the toilet on a long haul doing it yourself, so why is that ok to do for a paying customer! Obviously the error made not booking seats left us with the worst seats on the plane. A couple of our family of 4 managed to move, but the rest had to endure the stink.

In short, we booked a premium holiday with excellent hotels, but felt that the "travel" elements were poor ... a travel agent that should own that 100% and they didn't live up to it.

Rita Zurcher

My husband had booked a very expensive holiday for big birthday as a surprise! Was really looking forward to it, until the day of departure, originally unknown to me the flights were changed due to the airline changing which my husband paid extra for, to then the day of departure, flight delayed from LHR, with a connection from DXB, we just about made a connection for this flight with 2 young kids may I add, get on board to be advised there is another slight delay, kids are shattered and it’s 3:20am!!! Then to find out the flight had a mechanical issue and we were after an hour on a plane with no ac, no water asked to leave the flight, the next flight was then at 08:00am!!! Arrived Male eventually, to be told we have missed the sea plane and had to wait another 4hours!! Missed a whole day of our first day holiday, so we get in touch with Kenwood, and surprise surprise it’s been 2-3 days between them and Emirates squabbling over giving us an extra day here that we have lost! Which originally Emirates agreed to! Now both companies and fobbing us off back and forth saying we need to contact the other company, kenwood asking as to pay another £2000 for the extra day, Emirates can’t even
Get their customer care team in order! Has totally ruined my experience, we had excursions booked which we missed day 1 and now my husband has missed out on the last couple of days ringing both parties to still no one actually doing something! Don’t bother booking here, someone else’s comment here I saw about once they have your money they are not interested in helping you! Nothing sufficient from yourselves Kenwood absolute disappoint and thanks for ruining what was meant to be a beautiful holiday for me and my family!!!!! So annoyed!!! ?

Steven Dhillon

Booked hotel and specifically asked for a ground floor garden/pool view room. Got to hotel and was put in a 1st floor room with no garden or pool view. See photo. View was of the top of the breakfast area's roof. You can see a glimpse of a pool in the picture. This is the room Kenwood Travel provided. Called to complain and Kenwood Travel simply passed the buck and said they put request in to hotel and its at their discretion. They did try to arrange an alternative room but by by I had already dealt with the matter myself. The ONLY reason I booked with Kenwood was lack of availability direct cos these agencies secure multiple room bookings amd take them off the market for everyone else. Like ticket touts. However now I know never to book with Kenwood again. They'll simply take your money and leave the rest to hotel to sort out. In future if there's no availability direct I'll simply choose alternatives rather than book through Kenwood Travel

Rosie Main

The holiday booking, including a wedding was very easy. Seamless and the hotel, wedding package, flights and transfers were all as promised.
We asked for an amendment in our holiday and no one got back to us, so we just stuck with the original plan. After raising this, I was contacted to look into it, which goes a long way.
More importantly, we got sick abroad. We needed to change our flights and they made this very easy for us. Took the leg work out, which was a god send when we were very stressed. I even received a phone call once we arrived back in the UK to ask after our son, and how he was doing. They are also providing us some documentation to aid our claim with the insurance company.