“Unfortunately, my experience with booking the tour was problematic. When originally researching the tour, the website and communication with Bookmundi staff confirmed the deposit was $200 per person. When I booked the tour the deposit was $400 per person, which no one at Bookmundi could explain. The website pricing is confusing. The tour costs on the website are lower than the actual Tour costs, which seemed deceptive I initiated several communications, some of which were returned in a timely manner and others not returned at all. My Booking Ref code is: DJmljBxOi. Please research the communications. I asked if we could be picked up at the Zagreb train station instead of the airport. I was told that would be an add'l cost. The booking confirmation email states pickups are by private vehicles so what difference does it make? I have been on many organized tours and this is the first one where I don't feel fully confident in the tour delivering on its promises.”
Hi Keith,
I am sorry to hear that your experience with booking the tour was not up to your expectations. However, after investigating the matter, I must inform you that we were unable to verify that any of our colleagues confirmed the deposit of USD 200 per person for the 'Western Balkans Discovery - 7 days' trip that you have booked with us. Our deposits are based on standard procedures.
Please note that the price of any tour on Bookmundi is usually less than that on the tour operator's website, as we offer an additional Bookmundi discount to all travelers who book with us. This is not a deception but a genuine attempt to offer tours at a lesser price wherever possible.
Regarding the private pickup transfer, the tour page clearly indicates that the pickup transfer included in the tour price will be provided from the airport. Unfortunately, the operations team that carries out this trip is unable to provide a pickup transfer from the train station or any other location in the city, as multiple pickup requests from multiple locations make things confusing for them.
The only other option is to pay extra for a private transfer from the railway station, so that this can be arranged specifically for you.
We are truly sorry for any inconvenience caused and we hope that the above explanations have shed some light on the situation. If you have any further questions or concerns, please do not hesitate to let us know.
Best,
Sarah
“Originally my review was not great as I had not been able to speak to anyone on the phone. Despite asking in the live chat and email. Luckily after their normal business hours, they were very kind and called me back, and answered all my questions. Best advice before booking, be patient and use the customer service email to ask for a call back if you have any questions. Emily was great! Thank you- We are super excited about this trip.”
Hi Melissa,
Thank you for taking the time for sharing your recent experience with us. We are glad to hear that you were able to speak to one of our representatives after our normal business hours and that your questions were addressed.
We understand that waiting for a response can be frustrating, and we apologize for any inconvenience caused. We always strive to provide prompt and efficient customer service, and we are pleased to hear that our team was able to assist you in a timely and effective manner.
Thank you for your kind words about Emily. We will definitely share your feedback with her and the rest of our team. We are thrilled to hear that you are excited about your upcoming trip, and we hope that it will be a memorable experience for you.
We appreciate your feedback and your patience, and we would be happy to assist you with any future travel plans. Thank you for choosing our service, and we look forward to the opportunity to serve you again.
Best regards,
Sarah
“The company are attentive to the customer and have been able to sort my booking out with ease as I had to move dates due to unforseen circumstances. Great customers service. Very friendly too. 5/5”
“I've reached out having questions about a variety of things regarding my booking, and have always heard back from customer service within one day of my request through email. They're always very informative in terms of information I need to provide as well as being kind. I would highly recommend reaching out to the customer service team via email for any questions you have.”
Hi Erika,
Thank you for your feedback.
We apologize for any inconvenience you experienced while trying to book your trip.We understand that departures that are close to the date of travel can sometimes be difficult to confirm with our operations team, which is why we advise customers not to book any non-refundable costs until they receive a confirmation from us.
We would like to inform you that a full refund has already been processed back to you as a gesture of our apology. Our goal is to ensure that all our customers have a positive travel experience, and we would love the opportunity to assist you with your future travel plans.
Please don't hesitate to reach out to us if you have any further questions or concerns. We are always here to help.
Best regards,
Sarah
“The customer service is wonderful.
We had a little hiccup when booking and having a promo code applied, but the customer service emailed back within 24hrs and fixed it right away. Very happy :)”
