Reviewer Photos & Videos
We stayed at The Mercure hotel on Kangaroo Island in S.A. It was a big disappointment. The carpet was stained and dirty. The bathroom was old and tired.
We also went on the Murray Princess on the Murray River. We paid an extra $1000 to get an upgrade for an outside cabin. To our horror the room looked like a prison cell with two single beds. The beds were rock hard and narrow. I’ve come away with aches and pains from trying to sleep on it.
It was a huge disappointment and I wouldn’t recommend anyone else sleeping in those cabins.
Wouldn't get this mob to organise a chook raffle
1. don't communicate
2.don't read what they send to you and don't add commentary should you understand it
3.Aren't contactable either via phone, email or online...don't call back if and when they say they will
4.Have no idea what their partners are sending out, don't read it, just send it out and hope you understand it.
5.Essentially have no idea what a customer requires and even if they did, still don't know how to address it. Totally ruined our travelling experience.
Terrible Customer No Service
They took so long to issue travel documents They blamed Covid for upping costs even though Covid was already around when booking made. Would never use them again or recommend them
COMPLETE LACK OF CUSTOMER SERVICE
I noticed the full page advert in the newspaper last Sunday 1st May for a cruise to which we wanted to respond to and book.
I called the number advertised on the Sunday to book a mini suite room for 2 people and to ask some questions about the cruise. I spoke with a man and he said he would call me back the next day at 3.00pm - I'm still waiting for the call!
So on Tuesday I called again - but I couldn't get through on the phone - I tried 3 times and wasted about an hour in doing so.
So I decided to go online and book and pay for my reserva...tion there - I completed all the details required including my passport details etc - but nothing. I still have no reservation. It appears to me that the online reservation system don't actually do anything except capture your contact details - it doesn't reserve a room. this lack of service is totally appalling. If they can't even process a reservation in the first place then what sort of service can we expect onboard the cruise? - that's if i can get a suite booked in the first place!
Booked a trip with this company in February 2021 on the Indian Pacific which cancelled due to WA borders being closed and covid. We were told we would get a credit note for the amount we had paid in full, which we did. We asked for a full refund due to what they were offering did not suit us as the price had increased dramatically and we were not willing to pay the extra but they would not accept this. We booked another holiday on the Indian Pacific for March 2023 and were told we had to pay an extra $700 odd dollars, when I asked what this amo...unt was for they could not tell me. Several of our excursions that were included in the original package have now been deleted but we still have to pay this extra amount, they should be able to give me a breakdown as to what the extra amount we are paying is for. I will never use this company again, and they have caused me so much stress.
They do not abide by their own terms and conditions
Purchased package holiday and have paid $8,400.00 to date.
Unfortunately, although not their fault, the holiday had to be cancelled.
Under their own terms and conditions in such circumstance under section C, they state you have choice of an alternative or having a refund of all monies paid. The alternative did not suit and I asked for full refund.
No. They are refusing to refund the money paid. Have provided a credit note for part of the money with a future credit note for $2928 which has to be used by November 2022 and has to be travel with Singapore airlines only.
If they have no intention of complying with their own terms and conditions, what is the point.
No Customer Service
We originally booked a cruise to the Baltic in 2019 for 2020 for 4 people, we paid $4000 deposit, and needless to say, it was cancelled due to Covid. We were only offered a credit voucher, no refunds. So we booked a double cruise for the Baltic & Mediterranean for 2021 and paid another $4000 as a double cruise, again due to covid cancelled (no fault of theirs nor the cruise line). Rebooked for 2022, the cruise line has cancelled the Baltic Cruise due to the Ukraine crisis back in February 2022. Finally, we received a call from them on the 12th ...of April, asking what we want to do (We did try to phone and sent a couple of emails prior to this, with no reply). We advised them that we still want to go ahead with the Mediterranean Cruise along with a couple of other things. We emailed them the same day with the details asking for a quote. No response and we are now $8000 in total out of pocket. We Will never deal with this company again
Don't try to get a refund when Imagine Travel cancels a trip
We booked a cruise (Jul22) & paid a deposit (2,000 AUD) in Nov21.
Imagine Travel (not us) cancelled the cruise in Dec21.
They offered us another cruise in Dec22 but we declined because of the weather at that time of the year.
We did NOT want a voucher & asked for a refund.
We were told that refunds were not available (basically we were being asked to pay for Imagine Travel to cancel the cruise). I had commenced a dispute with consumer affairs & was asked to contact Imagine Travel first. I did this & was offered a refund of 1,800 AUD & that meant that Imagine Travel would then keep the 200 AUD for "future travel". (REALLY ??????).
Tread your path VERY carefully with this firm !!!!!!!!!!!!!!!!!!!
customer service is non existent.
I Rang on Sunday 27th of march to enquire about a trip advertised in the Sunday paper ,as usual these days a message saying longer than usual wait times ,so I waited, eventually answered by a lady who informed me she was not a consultant but would get someone to call me back ,eventually on Monday afternoon I decided to call them back as I hadn't received a call back .
spoke with a very pleasant young man called ----- asked a few questions I had about the trip and asked if I could relay the details to my wife ,not a problem I was told, and that -----would call me back the next day at approximately 10 am . suffice to say I'm still waiting .?
So don't think ill be booking anything through imagine holidays.
Very Poor service
Our holiday was changed at the last minute. We were promised a refund but so far nothing and I can’t get an answer when I try to ring and my emails can’t be sent
A very, very poor service
Like many of your reviewers who booked with this company we received our tickets at the very last moment. I have a heart condition and this caused me enormous stress resulting in us not being able to book some excursions because, of course, by now they were sold out..
They know how we feel and yet they are still bombarding us with sales and marketing junk daily. I have received over 200 emails, all deleted of course but very annoying. Try not to give them your mobile. They make it near impossible to unsubscribe.
I could have booked direct with the cruise line Cunard and saved a ton of money. Strongly advise this course of action.
Oliver Sellars West Australia.
Terrible customer service
Booked Indian Pacific trip for Dec. 2021 in Jan 21. Trip cancelled due to WA border closure and Covid. Tried for refund told companies had been paid and would not refund money. Went to Fair Trading, consumer Affairs And one other all said they cannot help after talking to Imagine holidays. Had to rebook trip of same value which we have done for Nov 22. Have had two phone calls back. Several emails sent with no response. Someone was to ring back on Monday after the Friday call. Again nothing. Phone them and there is approx 30-40 minute wait. Rid...iculous. The trips we were originally promised in first booking are now no longe available, so paid for trips we will not get.we rang the hotel we were supposedly booked into and they had no record of a booking for us. So who is keeping the money. Other trips we were told not running anymore but on ringing these people they are still in business and running the trips.As pensioners we saved hard for this trip and no refund is ridiculous. A letter we received stated Cash Refund but apparently this is not what it means. We no need this money but Imagine Holidays don’t care they have your money that’s all that they care about. Will never book through them again. Also a neighbour who has spent $1000’s with them said he will no longer book through this company.
Lack of customer service and flexibility
As everyone is aware, there is a global disruption going on for the last 2 years. Unfortunately the customer service was not a satisfactory one with my enquiry of our existing holiday package being delayed since 2020. Asking to talk to a manager or logistics team seems to be met with a standard "... they will tell you the same information that I have been talking to you about ...". There was no attempt to try and help with alternate holidays with a similar price that is worth the value, other than check out the holiday packages on our website, or sympathize with the current events happening. I cannot talk to someone about another holiday alternative until I cancel or credit the existing. Frustrating!
Stop texting me.
I have never subscribed. Never booked a holiday but I get daily spam texts that I just can’t stop. I have emailed, texted, blocked, reported to the ACCC. Even asked the police for help. STOP. TEXTING. ME.
I have now been trying to redeem our voucher for 2 weeks, and have not been able to talk with anyone or get a return phone call, even after someone from the Brisbane Office kindly emailed the manager of the department responsible. As well as the email, I have left 3 messages and phoned almost every day (always engaged!). Given my husband's health situation, which has been explained to Imagine, we can no longer do our original package of a train journey, which was cancelled due to Covid. With no refund forthcoming I need help to source something more suitable, and would appreciate a phone call. The Fiji package may be suitable.
Questions & Answers
Could you please give me the email address or Postal address of the CEO of Imagine HOlidays I would like to write to him on a personal matter. My email is firstname.lastname@example.org
My mobile is 0432 215 574. Thank you.
Why has my 1st review been rejected? It was posted but now rejected?
I am really sorry it was rejected Mags, that seems really strange its happened. Try this link see if it works any better for you .. fingers crossed! And also thank you it's great that you tried let'...s see if we can resolve this together: https://www.productreview.com.au/listings/imagine-holidays/write-review
Having just been advised of the cancellation of our KImberley experience packaged tour Ex Perth to Darwin, including accommodation extension which was added to our package by imagine holidays, a trip which was due to depart last Friday July 2, although a full travel credit voucher has already been issued ... we would like to know why a full refund was not offered? Documentation indicates packaged holidays cancelled by Imagine Holidays are eligible for full refund .. and a (very small) compensation payment of $70 ... and I see others posting to this site have received full refunds. Booking reference HPL-10646
Thank you for your question....As your holiday was cancelled last minute due to COVID-19 border restrictions the suppliers cancelled your holiday - this was not a cancellation by Imagine Holidays. We are certainly happy to explain this further if you would like to call us on 07 3558 9800. Kindest, Hollie Customer Support Executive
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