TravelLocal - Bristol

addy kim

BAD EXPERIENCE WITH TRAVEL LOCAL

My experience and review is specific to booking a Croatia trip through Ingrid, a representative at TravelLocal. When I first contacted Ingrid, she was more than happy to help us. However, her tone in email exchanges became more curt as we asked her clarifying questions.

We were 1 month away from our trip and she made us feel like we were inconveniencing her with our questions about transportation logistics and excursions we wanted to book. We found a few excursions that were a little cheaper but decided to go with her so we had one point of contact vs several companies. We should have booked separately since Ingrid hardly helped us after we paid her. We booked 2 boat excursions (one in Dubrovnik, one in Hvar), and only Dubrovnik boat mentioned providing towels and water. We asked her to confirm if Hvar would have water/towel and she confirmed it would via email. When we got to Dubrovnik boat excursion, the captain thought there were only 4 vs 5 of us (had no life jackets for us, just 4 noodles) so I sent Ingrid a note to remind the captain there’s 5 of us and to have 5 noodles for the Hvar boat. Her response was: This is up to the boat .they know but sometimes they do not have it. Please send him message in the morning around 9 am….then she followed up saying she’d send him a note so I assumed she handled it.

When we got to Hvar, the boat captain didn’t have any towels for us but snorkeling masks (which we never asked for) and life jackets. I told him we specifically asked and he said he was never made aware of the request. Regardless of this oversight, we had a good time and gave Ingrid the feedback (below). Her response was appalling:

Ingrid:
Hi. I did not ask for towels neither you did. Usually they have water, juices, and masks.

I am sorry if you did not ask me. You could return to apartment to pick it up. he would wait as it is private trip. I am really sorry now but it should be asked earlier. I gave you his contact earlier to ask as some boat trips have towels and some no.

You did not ask me yesterday, only for masks.

Me:
I actually asked you via email and you confirmed on 8/21 they will have towels, water, and non-alcoholic beverages so I didn't think I needed to ask again.

She proceeded to send messages that I’m the first customer in 4 years that did not bring a towel and I should’ve asked. I forwarded her the email where she confirmed and instead of apologizing, she continued to blame someone else at her company and me for not reminding the boat coordinator (email response posted below).

Hello
Thank you for this reminder.
As I see here masks are not confirmed at all.
And you got them, 5 pieces, right ?
I just spoke with Mr.K and he told me thar towells supposed to be on board but as he took masks he forgot towels in the office and he was embarrassed to admit. Now We solved it.
I am sorry you did not ask him or me upon embarkation today, as in this case, you could return to apartment and pick it up or I would call Kristian, his boss again.
Despite this small issue, I hope you had a great day there. Warm regards

I stopped responding to her emails so she followed up on WhatsApp that during our Dubrovnik excursion, we ran over our time and she won’t charge us. This was due to bad traffic on the road so the driver should have planned to pick us up earlier or tell us we need to shorten our excursion to account for the traffic.

After returning from this trip, I emailed TraveLocal customer service to provide this feedback and they apologized for the inconveniences of the boat excursions and said they'll take this feedback for future improvement. However, they ended the note saying they spoke to Ingrid and she indicated she made efforts to accommodate our requests, and decided not to charge us for extended trip in Ston. I would have appreciated if they just apologized but adding this last sentence shows me they don't understand customer service.

Rachel Bebb

We have gone to India, Burma, Ecuador and Galapagos through TravelLocal on three occasions and will not hesitate to book through TL again. Fabulous destinations, unforgettable experiences, efficient, knowledgeable, friendly, helpful, and great value! Why go to anyone else?

Charles Marks

Just back from an amazingly well organised trip to Costa Rica with my family. All arranged through Travel Local and one of their local agents (Ecole Travel) who were fantastic. Their recommendations were spot on and they were accommodating with any changes and tweaks we needed before, during and even after the trip. A great way to travel!

Bobby Philips

My wife and I used TravelLocal for our travels through parts of West Africa. They use local agents based in the countries visited. Every part of the itinerary could be tailor-made to our exact requirements. The journey went extremely well and we had an absolutely fabulous time. From the moment we touched down to our departure we were looked after well. The journey involved participating in local festivals, interacting with local people and immersing ourselves in their culture. It was wonderful. Thanks to TravelLocal and their local agents for making that happen.

Ken Rogers

We first encountered Travel Local when we won a trip to Myanmar from the Wanderlust magazine in February 2017. They were sponsors of the competition and their initial phone call to us was truly infectious with their enthusiasm. Travel Local put us in touch with Expeditions Myanmar (also sponsors) who generated an itinerary which was eventually agreed. They also put us in touch with Flight Centre who arranged the flights.
The trip was made at the end of September and throughout the intervening period Travel Local maintained contact with all the helpful details which we needed. Their local knowledge, along with that of Expeditions Myanmar, was invaluable.
We recommend their service most highly.

elaine Schedler

Our trip to Sri Lanka was planned by an excellent local representative. We had a very good knowledgeable driver for our stay. Sri Lanka is a beautiful country, wonderful people, excellent food and very clean, well worth a visit. Thank you.

Tim Newing

Thanks again for your help with our trip to Georgia. It was amazing! What a lovely country: such interesting history, lovely people and scenery and delicious food! I was also particularly impressed with the logistics for our trip. We had packed the itinerary full and so I'm sure that it was quite complicated but everything ran completely smoothly and invisibly to us. I'm sure that behind the scenes there was a lot of work involved. Anyway thank you and your local agent again from all of us

Steve mw SW

Used Travel Local in Costa Rica for a family holiday. The itinerary was excellent, kept us moving in easy to consume trips. We self drove and it was excellent. All the hotels were excellent, all the connections worked seamlessly, all the queries were answered quickly (they even recommended an excellent shop for binoculars at the other end of Costa Rica).
My wife managed to forget her iPad in a remote hotel, but it was returned to Travel Local and sent home expeditiously. Very good service.
Early in the booking process I was worried that we weren't getting a minor thing we asked for (my worry that sometimes in the Caribbean the service can slip). Immediately I was reassured, an explanation provided (they were right) and some monitoring to make sure I was happy was volunteered.
You really can't fault the service.
Of course its made easier by the fact that Costa Rica is an amazing destination, with variety, activity, relaxation and fascinating trips by some of the warmest and friendliest people I have met.
Go to Costa Rica, and use Travel Local.