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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.
Agree with "Ripped Off"
15 day cruise from Budapest to Amsterdam. After having 5 days on the boat, told our cruise is over due to low water levels on the river. We were offered a 50% refund or continue on and receive a refund of 20% as compensation. We continued the tour by bus! For 10 days staying in hotels, eating sub standard food, not a happy traveler.
This would have been our third cruise....this one was a very expensive experience I would like to forget.
We arrived in Budapest for a 15 day cruise from Budapest to Amsterdam. Five days into the cruise we were told we could either leave the boat next day and receive a 50% refund or continue on and receive a refund of 20% as compensation as the boat was unable to continue on due to low water, a fact which would have been known by the tour operator as highly likely when we left Budapest. We felt obliged to continue on as was difficult to make alternative arrangements at such short notice. We then went around in circles in a gravel bowl of a river...for three days whilst they decided what to do with us. Eventually we were sent by bus to Frankfurt Airport a trip of 4.5 hours where we were accommodated in a depressing airport hotel for two days and then taken on long bus trips to the towns we should have visited on our cruise. Because of the long distances travelled we were then only able to spend two hour in the places we visited, a hastily put together one hour walking tour with one hour for lunch. We then travelled a further 4.5 hours to Amsterdam by bus. For 10 days there were no on shore excursions to choose from, we were given money to buy our own lunch and generally left to sort things out for ourselves. it was uncomfortable, boring and mediocre. A . Would I recommend this company? never. We should have been told before we left Budapest that the chance of completing the cruise was slim and been given the opportunity to receive a full refund.
- Travelmarvel Jewel
Very Good - but with a couple of exceptions
We cruised from Amsterdam to Budapest, September 2019, in an Owners Suite.
Overall this was a very good trip, but there were a couple of not so good features which could potentially stop us using the Jewel again.
First, the positives. The Cruise director Emese was truly excellent, very approachable and hands-on throughout. We can't praise her enough, and the organisation of just about everything was also excellent. The cabin met our expectations, well fitted out and styled, with plenty of storage space for two, and the room attendant was very...
- Travelmarvel Diamond
Great time with great people
We travelled from Amsterdam to Budapest + Prague extension. We couldn’t fault any member of the crew. Without exception, they all did their utmost to make the trip enjoyable. The food was amazing - plenty of it and always many choices. Our tour guide, Cherie, was extremely knowledgeable and very professional. When we left the ship and transferred to a bus for Prague, Marketa, our new tour leader, was equally professional and a real mother hen who did everything she could to ensure we were well looked after. Just wish we’d had more time in Bu...dapest before leaving for Prague, and at least one more day in Prague before having to leave there! Our only disappointment was not being able to do some of the alternative excursions as well as the ones we did, and that we did not have more time in some places.
Excellent in every way
We cruised from Dubrovnik to Opatjia, 7 days, on Princess Eleganza. 37 people. Fantastic trip. Very relaxing. Tour director, Dave, was great. Stopped somewhere each day with tour laid on or you could just do your own thing. Small but really good staff. Food excellent and plentiful plus wine, beer or soft drink included at lunch and dinner. Tea and coffee available all the time. We had the cheapest cabin and it was fine. Lots of storage space and small but good bathroom. We had a really great holiday.
Not value for money
The trip was fairly full on with something to see every day, I especially liked the small villages that we tied up in for a few hours to walk around at our own leisure. We enjoyed having a room with a view where you could relax on your bed and watch the countryside glide by if you desired. The icing on the cake was the night cruise along the river in Budapest seeing the bridges and buildings lit up with lights along with music amplified up on the Sun Deck. It was spectacular.
There were abundant amounts of beer wine and soft drinks at lunch an...
Perfect in all ways
We just returned from 21 day Paris to Prague trip with Travel Marvel. What a magnificent holiday . Not One problem the whole way Tour guides, cruise Director just perfect. Why spend thousands of dollars more when all you want is with Travel Marvel.Food and accommodation perfect and with 3 new ships coming what more could you want
Questions & Answers
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 to 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 outlined in the original terms and conditions in the contract and new terms and conditions cannot be introduced due to the pandemic.
If you have a holiday package, fees may be charged by each individual provider such as airlines, cruise operators, tour operators or accommodation providers in addition to cancellation fees charged by a travel agent you booked with.
Any fees should be reasonable and justifiable, for example administration costs associated with providing the service. If you believe unreasonable fees are being charged, come to Consumer Protection and we will review these arrangements carefully".
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