This is in regards to the south east tour we took with GEMS TOURS AND TRAVELS departing on 21st May. We would like to inform you that we had an horrible and a traumatic experience with your tour services, thus within a week of our arrival back in INDIA, We approached Mr. Patel from your Mumbai branch with our grievances. After many telephonic conversations and emails we have not received any satisfactory answer. Therefore we have been asked by Mr. PATEL of Mumbai office to put up our grievances before you. Following were the problems faced by us:
1. Itenary provided to us at the time of booking as well as the sales representative gave us the departure date of 21st May which was changed to 22nd without giving any prior intimation which caused us a lot of inconvience. It was your duty to inform us and a simple phone call would have served the purpose (All our Sales Representatives had informed all the members of the tour 07 to 10 days before departure that the itinerary is amended to 02 nights in Singapore & 04 nights in Bangkok. Total no of nights were as per the earlier given itinerary. Also we have mentioned in the itinerary that Company reserves the right to change the hotel, schedule & departure dates without any prior notice)
2. Day 4 of the itenary clearly gives us the entire day at Universal Studio and the same night stay at Singapore, however we were given only half day at universal studio after which we had lunch at 1 pm and we departed in a jiffy to Malaysia. On day 4 we travelled for 9 hours in the bus without food or water, arriving in Genting at 12.30 midnight after which we were given dinner. (Kindly note, the time difference between lunchtime and dinner time was 11hours approximately) (Again as it was clearly informed before the members left for the tour that as we have amended the itinerary to 02 nights in Singapore Day 04 would be @ Universal Studio from morning until late afternoon and from there the members would be departing to Genting Highlands. As per earlier itinerary there was 01 night stay at Genting which was changed to 02 nights so that the members would not miss any of the sightseeings. Lunch was provided on that day as well as Dinner was provided. Apart from that Cost for optional tours. All expenses of personal nature like tips, laundry charges, telephone charges, food and drinks not forming part of the group menus) 3. The rooms provided to us in First world, Genting were absolutely sub-standard of 10*10 feet with cockroaches and no view from our window. (All the tour operators out here are been allowed to sold only First World/ Theme Park & Awana Resort at Genting Highlands. First World is better category than Theme Park while Awana Resort is higher category than First World but the same was not allocated as it’s not at the top of the mountain or at Genting. It’s at the base from where Cable Car operates to Genting Highlands)
4. On day 6 instead of proceeding from Genting to Kuala Lumpur (as per the itenary), we stayed overnight at Genting and traveled the next day to Kuala Lumpur due to which we missed our city tour organized on the next day. We were only taken to Petrons Towers and then dispatched to Sunway Lagoon theme park. The group who paid for luxury were not taken to the Kings Palace, the National Mosque as well as the National Museum, so practically we did not see anything in Kuala Lumpur, Malaysia. Your tour guide Mr. Karan Parmar did not even try to make any arrangement for city tour after we returned from sunway lagoon at 5pm and on being questioned he bluntly responded to us that we should go back to India and ask for compensation. His response was highly unprofessional and his remarks shocked us. The city tour was quite possible but there was no endeavor from your side to arrange for the same on the same day or the day after when we were free. Moreover, our hotels had BEDBUGS in Kuala Lumpur (herein attached is the copy of the hotels acknowledgement of Bed Bugs) (Again the amended itinerary was provided to all the members where it clearly says on Day 06 that Check Out from Genting Highland and proceed to Kuala Lumpur. Now those who were given excursion trip to Sunway Lagoon wanted more of the time there so were taken to Sunway Lagoon while those who had not taken the Sunway Lagoon excursion were taken for the City Tour. Also we will have a word with Tour Manager Mr. Karan Parmar whether he had used those words for the compensation. Also we have forwarded the letter for Bed Bugs in Kuala Lumpur hotel and once we hear from our suppliers we will keep you updated)
5. Your tour company promised us ‘The Pattaya Beach Resort’ a 4 star hotel with bold and highlighted word of “confirmed and no similar” in our Itenary. However the reservations were not made from your side and an alternate cheap accommodation of ‘The Pattaya Center’ was provided to us which was a pathetic 2 star accomadation were we suffered severely. There were BED BUGS in the hotel which bit us including children causing blood loss, the hotel staff was abusive to us and terrorized us of calling police, our bus and luggage was hijacked by their staff for 5 traumatising hours and we were left in hot scorching heat all by our selves. We ultimately had to flee from the spot in tamtams (local rickshaws). Our safety was at major risk as we feared for our lives and your arrangements as well as services were a sham. (After we had a talk with our Tour Manager Mr. Karan we had changed their hotel @ Pattaya and due to the problems members had to face we have shifted them to 05 Star property in Bangkok. About the problem at Pattaya Hotel the matter was between our supplier & the hotel people. About the payment from our end it was already made the same can be shown as a proof for wire transfer copy)
The huge promises given to us by your Tour Company in the Mumbai office while booking the tour, were all misleading and false. We our families and our children were put under horrible mental agony and physical as well as mental stress. We were promised luxury treatment in accordance of which we even paid a premium price, however we were treated like beggars. This is not what we expected from your travel company especially after paying a handsome sum of money to you. The ridicule and trauma that we faced will always stay in our mind and the time that we lost can never be returned to us
PLEASE DONOT TRAVEL WITH THIS TOUR & TRAVELS ANYMORE
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