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Stay away from APT Marvel
Booked with Marvel 2 + years ago then had to extend our cruise date out 12 months and of course had to change cos original trip was no longer, then when next date rolled round we cancelled rather than move our trip out, same as others they kept 20 + % after others actions so would never deal with APT or Travel Marvel.
Took months to get our refund feel sorry for our travel agent they are treated no different, don't give a damn so don't take a risk they are not worth it APT and associated Companies.
Poor communication throughout our whole experience. We, like many others had our original tour deferred due to COVID and we were given certain dates in which we could travel to the Kimberley. We had booked this TravelMarvel tour through Global Journeys, Noosa, for travel in 2020. Global Journeys was very good. TravelMarvel was very poor. Getting information out of them was frustrating to say the least. Our trip included a land portion from Broome to Darwin and a cruise from Darwin to Broome. The cruise itinerary was changed due to Northe...rn Territory restrictions and instead of boarding the vessel in Darwin, we had to fly back to Broome and cruise from there. No fault of TravelMarvel. To start with: As the tour got closer, I had to research Western Australia and Northern Territory COVID regulations and ask Global Journeys to contact TravelMarvel for information, which was not forthcoming in any reasonable form. Eventually, they did provide information at the last minute, but by then I had already made the necessary applications. COVID is not an excuse for neglecting to provide this information sooner. It may be the case that the tour may not have gone ahead but it is better to prepare your guests in advance, after all, you had all our money which you wouldn't refund. Some inquiries I made with TravelMarvel were left completely unanswered and my opinion of TravelMarvel was that they were pathetic. That's my opinion, others might be different. There were 33 people on our coach tour and every single one was disgusted with the way they had been treated by TravelMarvel. Another annoying thing - they kept spelling our surname wrong, even after they had been told. Just a little thing but on top of everything else, it just reeks of incompetence. On the land portion of our tour, we had to have a COVID test no more than 3 days prior to boarding the ship. We were told by email about 2 weeks before we travelled that we had to have that test at the Kununurra Hospital and that test was scheduled for the same time that were to have a cruise on the gorge. We had prepaid hundreds of dollars for that cruise so I inquired about a refund of that outlay or an alternative. I was told there was no refund so that money was gone. Where was it going? Into TravelMarvel's coffers and there was nothing I could do about it. They way we were told this was no so pleasant. We asked our tour guide what arrangements had been made to take us to the hospital and he looked at us with an expression of incredulity and said he knew nothing about it. He had to make some frantic phone calls and then advised us that we would have to have it at Sullivan Nicolaides in Darwin before 3.30pm on the day before the cruise. We were told that TravelMarvel messed it up and we couldn't have the test in Kununurra. We arrive at Sullivan Nicolaides 50 minutes late due to the coach itinerary and if it wasn't for the wonderful nurse taking our swabs and personally delivering them to the airport, we would not have had results in time to board the ship, and would have lost thousands of dollars. Our TravelMarvel coach guide was gobsmacked when we asked him about our transfers to Darwin Airport for our flight back to Broome - more frantic phone calls. We were lucky our trip went ahead thanks to the efforts of Global Journeys and our coach tour guide and driver. No thanks to TravelMarvel and COVID is not much of an excuse, particularly when you can't communicate with your own employees. TravelMarvel or TravelHarmful?
3 other ladies and myself just arrived back from a fantastic holiday touring Queensland from Cairns to the Gold Coast. The accommodation was in the best hotels and the driver come guide couldn't do enough to make our holiday a memorable one. We also went to Hamilton Island, Australia Zoo and Fraser Island. Loved it and would recommend any one to do the tour.
Booked Rhine River cruise, covid interrupted, ACCC intervened, only lost 17%, they wanted 50%. Would never recommend them to anyone. No goodwill with Travelmarvel. Sad ending to an expected journey.
Reputation Tainted .
We booked a tour for 2 which was cancelled by Travel Marvel due to Covid -19. When asked for a refund we were offered $11,372.50, and they kept $3,818.00 as an unexplained fee. We sent them three medical certificates (two by Specialists and one from our GP), we were then told the fee would be $2,248.00. There is no chance of us travelling in future but it made no difference when we appealed again.
We always travelled with APT and held them in high esteem as we were overwhelmed with their service and recommended them to our friends. We were very disappointed with the outcome of our request for a full refund.
Tour from Amsterdam to Budapest.
I had a tour booked leaving in October 2020 but was cancelled by Travelmarvel because of Covid 19. Travelmarvel have been uncooperative and are demanding $2700 from my full payment of $12000 which they have had since 2nd January 2020. Now they are telling me that it will take up to 90 days for the refund to be paid. I will certainly not ever travel with them in the future and will make a point of letting everyone know what a disgraceful organization they are.
If you don't mind losing thousands of dollars, pick this one
We had booked and paid for our Amsterdam to Budapest river cruise more than a year in advance. We were more than disappointed that it was cancelled due to Covid-19. We did not cancel, they did. Then we were told by the Travel Agent that if we took a credit we would get back what we paid or get a refund and risk losing up to 80%. We will not be able to go on a cruise for at least 3 years so reluctantly decided on a refund hoping it would be most of our $16080.00. Then they said we would get back $11038.18. Although we were not happy with th...is amount, we decided to go ahead with the refund. What really got my goat was that they would not explain what this amount was taken off for. After pressing Travelmarvel and our TA a few times (each with emails, phone calls and even facebook,) the TA sent a letter from Travelmarvel stating that the amount was for 1. Unrecoverable Overhead Costs = $3832.50 2. Unrecoverable 3rd party supplier costs = $1259.32. This amount was $50 out. (go figure) How can an Australian company take off a significant amount of money that we have paid in good faith and not even explain what these fees were for? Never again will I book with one of these cruise lines. I think they are in for a hard time in the future.
Excessive cancellation fees
Our Canada trip scheduled for May 2020 was cancelled due to COVID 19. We requested a refund due to uncertainty of future travel, however TravelMarvel declined to explain the $6,000 fee they imposed against our $24,000 trip cost. We wrote to them several times enquiring why we should wear the cost of a fee for a trip cancelled through no fault of ours. They stuck to their legal obligations and refused to consider the impact on us as their customers. We expected better of an Australian company who are a Platinum partner of the RAA travel section. Based on their lack of transparency with third party costs and the excessive fee charged, we would not recommend TravelMarvel to anyone.
Don't travel with them.
We hoped to go to Scotland this June, because of covid 19 travelmarvel cancelled it. Fair enough. We paid 8mths in advance and my husband has Parkinson's disease & it was our very last time to travel, travelmarvel won't return our money and want it in credit until 31/12/2022. Parkinson's disease is progressive and I know that it will be impossible for us to travel again because of health reasons. Our trip cost $7000 and travelmarvel has said they are keeping $3000 for fees etc. We feel very ripped off..
We booked through our local travel agent a trip to Canada and Alaska With Travelmarvel to depart Australia on May 20th 2020. We paid the full amount for the trip over 12 months in advance to get a free flight. We are unable to get a refund from Travelmarvel, as the trip is cancelled due to Covid19. They offer the “same trip” in 2021 for the “same price“, except it’s not the same. Three days have been cut off the trip, but for the same amount we paid. This is highly unethical. Travelmarvel has had our $23,500.00 approx for over 12 months already and it looks like it will be at least another 12 months before overseas travel is possible. They refuse a refund. Next step, the Ombudsman? Class action?
Not interested in potential customers
Travelmarvel had been recommended to me by friends. As I was about to commence planning our Canadian Alaskan holiday, I contacted them through their website requesting their brochure. I received a confirmation email of this request.
What I received in the mail was their New Zealand brochure. I understand mistakes can be made, so I replied to the confirmation email and told them I had received the NZ brochure and asked them to send me the Canadian/Alaskan one. I received no apology, just received the APT brochure in the mail.
I went onto to th...eir online chat and asked about the Canadian/Alaskan brochure. I was informed that their 2021 brochure is not out yet. I asked if I could have a copy of their 2020 brochure so that at I could get an idea of what they offered. I was told they would send it out to me (this was a couple of weeks ago). I still have not received it. It appears that they are not interested in potential customers. If they cannot even organise to send out a brochure it certainly leaves me wondering what there organisation would be like if I actually booked with them. Although I could get a brochure another way, I will not be doing this. If they are so uninterested in my business, I will be taking it elsewhere.
I have just come off a cruise Cambodia & Vietnam, I had a fall & had to have stitches the tour director was marvellous, he took me to a clinic & stayed with me the whole time, I also got sick & had to go to hospital, once again the staff were fantastic,I cannot say enough good things about Travelmarvel ,this is my second cruise with them,& I would not hesitate to go with them again, A VERY BIG THANK YOU TO ONE & ALL. Susan Abram 4/02/ 2020
No refund deposit
WE made a booking for a cruise from Amsterdam to Budapest for August next year.
The deposit was $1000 per person. Now due to a change in family circumstances we cant go.
We have been told that we will NOT get our deposit back.
How unfair and unreasonable is that .
I am posting this so all prospective travellers can be aware of this money grabbing racket.
Travel Marvel is a joke
The tour leader was arrogant and asked us to leave the initial meeting because we didn't wear name tags despite 90% of the room not wearing them. I suspect cause most people attending are white Englishmen and we were not which led to a poor start to the tour.
She seemed largely misinformed and unable to share any real knowledge on the tour and relied completely on the local guide. Not sure why she was even there if she couldn't add anything to the tour.
Also lacked information to provide to australian tourists around transfers etc and was purely focused on her UK consumers.
I'd highly reccomend a different tour company. You can't do worse.
Tour spoilt by.....
Considering the length & breadth of the tour we were satisfied with the amenities, accommodation & dining options. A few more dinners/lunches need to be included, especially within Sri Lanka. Maiden Hotel in Old Delhi is too isolated...indeed looking at the local map this appeared to be the only hotel listed which created its own problems. Majority of tours were well received. Unfortunately we did not have a Travel Marvel tour director for the Indian leg of the tour which created issues. Many on tour felt that the GRJ (Great Rail Journey) tour ...director was on an extended holiday...really contributed little to the tour. Travel Marvel perhaps need to review their association with this company. The rail components of the tour were very ordinary: the seat in front of me was broken: no attempt to fix the issue. The Indian guide spent too much time speaking about India's history...refusing to discuss issues facing the local people on a daily basis. Indeed we missed a tour due to the garrulous nature of the guide; a further tour was curtailed for no apparent reason. My wife purchased a carpet in Jaipur. I was led to believe that the guide would submit our passport details as part of the requirements. This he did not do. Several days later we received emails requesting passport & visa details! The tour director departed before tour's conclusion in Delhi with unfortunate implications at the Pride Plaza Aerocity Hotel in Delhi. When people in our group went to reclaim their passport the assistant behind the desk simply handed over all remaining passports for people to identify & reclaim their own passport. One passport could not be located which created a nightmare situation for the person involved. Eventually located but not before people in possession of their own passports had to return to their rooms & identify their passport. An appalling situation which should never have arisen if correct protocols had been followed. This would not have occurred if there had been a Travel Marvel director on tour. A number of people on tour also felt that the guide had run out of steam well before journey's end. He spent a great deal of time on his mobile device & talking to the driver. Unfortunately we had two people aboard who spoilt the journey for many people. They were rude, aggressive, pushy, demanding...displaying no respect for their fellow travellers. The great majority avoided them like the plague. Sri Lanka was an entirely different story. Ignoring, as best we could the ignorant couple, our guide, Osca, was superb. He did the job of a tour director & guide. Always cheerful & supportive he maintained a running commentary where ever we travelled. His attention to administrative details was extremely good. Nothing was too much bother...even setting himself up as a bank to exchange currency when required! One of the many highlights of this tour was visiting Yala National Park. A far better option in my opinion than Rambanthore National park in India. Rambanthore represented a real risk of repeatedly being whip lashed by overhanging branches & vines. Plus, the driver we had in the morning exposed the clients to real risk parking way too close to a canyon's ledge. One of our tour group was prepared to leap out of the 'cantor' so concerned was he at the perilous parking.
Questions & Answers
Do your European cruise boats have a guest laundry on board? I did a Scenic European river cruise in 2009 and they had one. It was fantastic!! 2 machines & 2 dryers. Sure saved heaps on exorbitant laundry charges!!
We only did a Queensland trip. The overseas one was cancelled due to COVID
We are booked to go on 15day river cruise Amsterdam to Budapest. Late October this year. We have had our first shot. Second one on 3rd June. Will the cruise be going
I think its a disgrace that Travelmarvel are refusing to give refunds for trips that have been cancelled by them and only wanting to give credits. NOT GOOD ENOUGH
You can get a refund however they can take up to 80% for their expenses. When you try to claim your credit and organise another trip you will be stung for more money. They are sitting with more than $...10000 of mine and when we tried to book the trip for next year guess what - the early bird prices quoted on their website doesn't include people who have already paid for tours that they have cancelled. By the time we go on our tour next year they will have had our money for 18 months and they still tried to screw us for more so we have had to downgrade the cabin.
I agree about Travelmarvel not refunding the total amount paid for a cruise that they cancelled in march..We paid over $11,400 for a once in a lifetime and time-sensitive European Rivers Cruise only t...o have to accept a pathetic refund. (we will be $3200 down) We can't accept "vouchers" due to consequences of the effects Covid 19. We actually need all our hard earned money back to survive now. How can this company justify over $3000 in refund fees and charges? They won't even let me know where these "third party" supplier costs are going. We are paying over $3000 for a "service" that Travelmarvel can not provide. Ridiculous. They will regret this, even flight centre have now dropped their $300 per person cancellation fee and we are being issued with a full refund for our Emirates flights. APT /travelmarvel, same greedy company. Had they done the fair thing, we would have considered future travel with them , but no, not after this, and our friends and family and anyone else will hear about this also. Wrong call Travelmarvel!
This is an answer to the question, "If I cancel my holiday, can my provider charge cancellation fees". As shown on the WA consumer affairs website.
"Yes. However, any cancellation fees should be outl...
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