“This was one of the worst booking experiences we have ever had.
We booked for December 15, but at the end of the booking process the date suddenly appeared as December 19 — this was not caused by any mistake on our side. We contacted customer service immediately.
In their first response, customer support clearly and explicitly confirmed that they would change our departure date to December 15 and that we would receive a confirmation email once the booking was updated. This was not vague wording; it was a clear commitment.
However, in a second email, they suddenly claimed that the change was no longer possible because December 15 was supposedly unavailable. This directly contradicts their earlier message and demonstrates extremely poor internal communication.
After that, they stopped responding to our emails entirely.
We have paid in full but did not receive a usable service. We are now left with a booking we cannot use, no support, and unnecessary stress.
Promising a solution and then withdrawing it — and ultimately ignoring the customer — is unacceptable and highly unprofessional. This experience feels misleading and unfair. Based on how this situation was handled, I cannot recommend this service.”
Hello Martina,
Thank you for taking the time to explain what happened. We’re truly sorry for the frustration and stress this situation caused.
After reviewing your case in detail, we can confirm that an incorrect response from our AI-assisted system caused the confusion regarding the travel date. We sincerely apologize for this error and for the conflicting information you received afterward. We understand how disappointing it is to be given a clear confirmation and then have that reversed, and we acknowledge that this fell short of the service standard we aim to provide.
We’d also like to confirm that the full amount paid has now been refunded, as the booking could not be used.
We appreciate you bringing this to our attention. Your feedback is being shared internally to help us improve our processes and prevent similar issues in the future.
Thank you for your patience, and again, our sincere apologies for the experience you had.
The Bookaway Team
Hi there,
Thank you for your review! We’re glad the assistance was good and fast. If you need anything else, just let us know.
Warm regards,
The Bookaway Team
Hi there,
We’re very sorry to read about your experience. This isn’t the standard we aim for. Please share your booking details (booking number, date, route) so we can review what happened and address it with the operator. You can reach us at support@bookaway.com
If you need anything else, please let us know.
Kind regards,
Team Bookaway
Hi there,
Thank you for your review! We’re glad the refund process went smoothly for you, and we wish you all the best with your medical situation. If you need anything else, just let us know.
Warm regards,
The Bookaway Team
Hi there,
Thank you for your review! We’re glad our support team could help with the booking change. If you need anything else, just let us know.
Warm regards,
The Bookaway Team
Hi there,
Thank you for your note! We’re glad our assistance helped with the booking process. Regarding the difficulties that you mentioned, please feel free to contact us support@bookaway.com to report them. This type of feedback help us improve our services! If you need anything else, just let us know.
Warm regards,
The Bookaway Team
Hi there,
Thank you for your note! We’re glad our response time gave you a good impression :) If you need anything else, just let us know.
Warm regards,
The Bookaway Team
Hi there,
Thank you for your note! We’re glad we could help quickly and get everything arranged smoothly for your trip. If you need anything else, just let us know.
Warm regards,
The Bookaway Team
Hi Hugo,
Thank you for your note! We’re glad we could resolve the issue quickly and that everything was sorted before your trip. If you need anything else, just let us know.
Warm regards,
The Bookaway Team
“Transport from Tamarindo to San Jose with Mario Rivera. Great journey and nice conversation throughout with stops as needed. Mario was a really nice guy!!”
Hi Chris,
Thank you for your kind words! We’re glad you had a great journey and enjoyed the stops and conversation. If you need anything else, just let us know.
Kind regards,
Team Bookaway
Hi there,
Thank you for your kind words! We’re glad we could help and answer your questions. If you need anything else, just let us know.
Warm regards,
The Bookaway Team
Hi there,
Thank you for sharing your experience! We’re glad you had very good service and a timely ride with our boat. If you need anything else, we’re here to help.
Warm regards,
The Bookaway Team
Bonjour Martine,
Merci d’avoir partagé votre expérience ! Nous sommes ravis que des conseillers aient répondu rapidement à vos questions. Si vous avez d’autres questions ou besoin d’assistance, nous sommes là pour vous aider.
Bien cordialement,
L'équipe Bookaway
“The Customer Service team provided an outstanding level of service. Their responsiveness in handling my request to move our booking’s ,which was necessitated by a change of flight was truly impressive. Successfully resolving this in just 2-3 working days is incredibly fast and speaks volumes about their efficiency and dedication.”
Hi Ann,
Thank you for sharing your experience! We’re glad our Customer Service team provided outstanding service and resolved your booking quickly. If you ever need assistance again, we’re here to help.
Warm regards,
The Bookaway Team
Hi Ingo,
Thank you for sharing your experience! We’re glad our support was quick and helpful. If you ever need assistance again, we’re here to help.
Warm regards,
The Bookaway Team
Hi Angus,
Thank you for sharing your experience! We’re glad to hear our service was efficient, polite, and helpful. If you ever need assistance again, we’re here to help.
Warm regards,
The Bookaway Team
Hi Valentin,
Thank you for sharing your experience! We’re glad to hear our customer service met your needs efficiently. If you ever need assistance again, we’re here to help.
Warm regards,
The Bookaway Team
