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Resposta da houseoftours.com

23/06/2025

Hi Paul!

We’re genuinely sorry to read this, and more importantly - we totally get why you’re upset. Booking a holiday with close friends should be a celebration, not a stress test, and it’s clear we let you down after you trusted us with that moment.

While we’re glad you managed to escape the worst of the stress, the fact that any of it came from our side is on us. It’s disappointing that our support didn’t continue with the same energy after payment - that’s a serious miss in our process, and not how we want to be remembered.

We’ve already flagged your experience with our operations and customer experience heads, and we’d truly appreciate the chance to look into your case deeper - not for excuses, but to ensure this isn’t repeated for other friend groups who are trusting us.

If you’re open to it, we’d love to connect privately and understand what exactly went wrong so we can make the next family's journey flawless.

Resposta da houseoftours.com

Actualizada a 23/06/2025

Hi DS!

We hear you and we’re not here to defend a poor experience. What you’ve described reflects serious issues in how we’ve handled your journey, and for that, we’re genuinely sorry.

The breakdown in communication and repeated process after payment shouldn’t have happened. That points to a failure in how our teams manage continuity, and that’s on us. Your feedback highlights exactly the kind of operational and customer service lapses we’ve been working hard to fix.

We're currently revamping our customer database systems and retraining our teams to ensure we don't just "sell well" but serve well, all the way through.

We’d be grateful for a chance to look deeper into your case, learn from what went wrong, and set things right if we can.

Thank you for the honest feedback and we truly value it, even when it’s tough to read.

Warm regards,
Zahid
Head of Customer Experience
House of Tours

Resposta da houseoftours.com

23/06/2025

Hi Aboobacker!

We hear you - loud and clear. This was not the experience you signed up for, and reading through your message, we absolutely understand your frustration and disappointment.

Your feedback reflects multiple breakdowns: from the handling of urgent appointments, to coordination between centers, and even something as basic as document accuracy and that’s on us. For a process as sensitive and important as a US visa, there’s zero room for errors or confusion, and we clearly failed you here.

We're currently investigating where the gaps occurred internally and with our partners. This kind of feedback is helping us tighten SOPs around urgent appointments and bring stronger QA checks into our documentation process.

While we know your time and trust can’t be refunded, we’d still like the chance to connect directly, learn from this in detail, and explore how we might make it right - even now.

Thank you for calling this out. We’re not proud of what happened, but we’re serious about fixing it.

Regards,
Zahid
Head of Customer Experience
House of Tours

Resposta da houseoftours.com

23/06/2025

Hi Grelda!

Now that’s what we love to hear - from scam-suspect to superfan in one trip flat! 😄

We totally get the initial hesitation (the internet can be a wild place), but we’re thrilled we could prove ourselves with a trip that ticked all the right boxes - flights, visa, hotels, and that cherry on top: your amazing guide who basically adopted you as family!

Thank you for placing your trust in us. We’ll make sure your kind words reach the entire team who helped make your Georgia adventure unforgettable - especially your tour guide (we agree, she’s an absolute gem 💎).

Next trip’s on the horizon, right?

Warm regards,
Zahid
Head of Customer Experience
House of Tours

Resposta da houseoftours.com

23/06/2025

Hi Osama!

First and foremost, we’re truly sorry to hear about your experience. This is not the level of service we aim to deliver, and if what you've described happened, then we completely understand your frustration.

We never take it lightly when a customer feels let down, especially over something as important as a visa appointment. An error in name entry is a serious issue, and it’s something that should have been double-checked and escalated immediately. Delays in such cases are not just inconvenient - they’re disruptive and emotionally exhausting.

As for the operational handling - you’re right to expect better. We hold our teams to high standards when it comes to communication, timelines, and accountability. Clearly, we missed the mark here, and we are investigating this internally to prevent it from happening again.

We’d really appreciate the chance to reconnect privately with your case details so we can look deeper and work on a proper resolution. Even if we can’t change the past, we can ensure your voice brings about corrective action and that matters to us.

Thank you for calling it out.

Warm regards,
Zahid
Head of Customer Experience
House of Tours

Resposta da houseoftours.com

23/06/2025

Hi there!

We're truly sorry to hear about your experience and more importantly, how disappointed you and your family felt after trusting us with something as personal and significant as a UK visa application.

While we fully understand that the final decision rests with the consulate, our job is to prepare our clients with the strongest possible submission and if we didn’t help your family present their ties to the home country clearly, that’s a gap we have to take seriously.

We’re especially concerned by your comments about professionalism and the lack of proper guidance. That’s not acceptable, and we’re taking this up with the responsible team to audit how this case was handled - not just to understand what went wrong, but to prevent it from repeating for anyone else.

Regarding the refund, we know this adds salt to the wound. That policy should never come across as us “washing our hands” and if there was a genuine service failure, we want to revisit it with fairness in mind. Please reach out to us directly with your case details and we’re open to reevaluating how this was closed.

This isn’t the experience we stand for and your feedback, however painful, is something we value deeply as we work to rebuild trust and tighten our process.

Warm regards,
Zahid
Head of Customer Experience
House of Tours

Resposta da houseoftours.com

23/06/2025

Hi Alena!

You’re absolutely right - it’s been far too long for this reply. There’s no excuse for the silence, and we won’t pretend otherwise. Ignoring negative feedback, especially one this direct, is exactly what not to do as a service brand and we’re owning up to that.

A lot has changed in the past year - new leadership (👋), stronger accountability, and a refreshed commitment to actually listening. We're not here to wipe the slate clean, but to say: this shouldn’t have been brushed off.

If there’s even a small chance we can revisit your experience or at least show you that we’re no longer that company, we’d appreciate the opportunity. Even if it’s just a conversation, not a transaction.

Thank you for calling it like it is. And again sorry for the silence, and for letting you down in the first place.

Warm regards,
Zahid
Head of Customer Experience
House of Tours

Resposta da houseoftours.com

23/06/2025

Hi Joan!

We completely understand your frustration, and we’re really sorry that your experience with us felt this one-sided, especially after trusting us with something as important as a visa process.

What you’ve described is not the standard we aim for, and the fact that you had to chase updates rather than receive them is something we take seriously. Whether it was Salman or anyone else on our team, clear communication and accountability should never be optional and you’re right to expect better.

Your feedback has been noted internally, and we’re reviewing the case to ensure this doesn’t repeat - with you or anyone else. This isn’t just about one experience, it’s about earning back trust we’ve clearly lost.

If you’re open to speaking further or would like someone from our leadership team to connect, we’d welcome the chance to do better. If not, we still appreciate you taking the time to call this out - it’s exactly the kind of push we need to keep improving.

Resposta da houseoftours.com

23/06/2025

Hi Rizwan!

Thank you for taking the time to spell this out in such detail. We’ve read every word, and honestly, it’s hard to read, but it’s necessary.

You’re absolutely right: a visa agency’s responsibility is not just to fill forms and submit documents, but to guide customers with full honesty, even when the truth may cost us a sale. In this case, we clearly failed to do that.

While your dates technically may have allowed a window, you weren’t paying us for technicalities - you were trusting us to advise you realistically, and we dropped the ball by not flagging the lack of available biometric slots before submission. Whether that was an oversight or wishful optimism from our end, either way, it's on us, and we take accountability for it.

This isn’t just about Mr. Jinto, or one visa. Your experience points to a deeper need for us to audit how we assess slot availability and set the right customer expectations before committing. That’s something we’re already actioning with our visa ops team.

We know this situation caused real inconvenience and disappointment, not just to you, but your colleagues as well. And while we can’t undo the loss of trust, we hope to earn back even a fraction of it by owning this feedback and fixing the gaps it revealed.

If you’re open to it, I’d be glad to personally walk through any pending follow-ups or hear any suggestions directly. Either way, thank you for holding us to a higher standard - it matters.

Regards
Zahid
Head of Customer Experience
House of Tours

Resposta da houseoftours.com

23/06/2025

Hi Binu!

Reading your review was frustrating not because you shared it, but because everything you said is fair.

What you experienced - the initial responsiveness followed by silence, the delayed handover to another agent, the lack of clarity around required documents, and the failed visa application, is not how we’re supposed to operate, and I’m honestly sorry you had to go through it.

Paying again for bank statements because we didn’t act in time? Completely on us. Getting vague responses post-rejection instead of a proper review of what could have been done better? That’s lazy, and it’s not acceptable. And worst of all - we clearly didn’t equip you with the full checklist of what was needed, which other agencies later pointed out. That’s a miss we fully own.

You're right, final visa decisions are made by embassies. But that doesn't mean we get to hide behind that and ignore the part we play in getting you there.

This review is from May 2024 and if this is still raw, I understand. But if you're even slightly open to it, I’d really appreciate the chance to connect and show you what we’re doing differently now to ensure no one else goes through this. If not for a re-rating, at least to close this loop the right way.

Thank you again for calling us out - you’ve done us a favor, even if it doesn’t feel that way right now.

Warm regards
Zahid
Head of Customer Experience
House of Tours

Resposta da houseoftours.com

Actualizada a 23/06/2025

Hi Sachin!

We’re truly sorry for how your experience unfolded back in 2024 - it clearly left a bad impression, and we understand why. Words like crooks and fake advertising don’t come lightly, and while it’s painful to read, it’s also a wake-up call we took seriously.

The situation around VFS delays and miscommunication has been a tough learning curve for us. What went wrong with your case about chasing payment, vanishing support, and zero transparency is exactly what we’ve been working hard to fix ever since. We’ve restructured our visa support workflow, added real-time status tracking, and introduced strict response SLAs for all our consultants - including a no ghosting policy (yes, we wrote that into SOPs now).

If your issue still remains unresolved, we absolutely want to sort this out - now. Please get in touch with us at feedback@houseoftours.com and ask directly for the CX Head (Zahid) - we’ll prioritize it immediately.

Thank you for holding us accountable - it's reviews like yours that push us to clean up our act and build better systems.

Sincerely,
Zahid
Head of Customer Experience
House of Tours

Resposta da houseoftours.com

23/06/2025

Hi Shelma!

Thank you for sharing your Schengen visa experience, we hear you loud and clear.

You're absolutely right that this wasn’t the level of service you deserved, especially after paying in advance and trusting us with a process that can be stressful to begin with. Delayed replies, handing off a checklist without sufficient support, form errors, and lack of follow-up? That’s not the standard we strive for, and it’s frustrating to hear we missed the mark in so many places.

We’ve since made structural changes to how we handle Schengen applications:

Every customer now gets a dedicated visa consultant (no more bouncing between chat agents).

Our consultants are required to personally vet forms and documents as you shouldn't have had to double-check our work.

We've implemented pre-scheduled follow-ups before and after appointments, so you're not left in the dark.

We know this reply doesn't undo your experience but it is a sincere commitment that we’re fixing what went wrong, not just for you, but for everyone who applies with us going forward.

Thanks again for your honesty, it helps us grow.

Resposta da houseoftours.com

23/06/2025

Hi Mirza!

Thank you so much for putting your trust in House of Tours across not one, not two, but FOUR major visa journeys. That’s no small thing and we’re truly honored to be a part of your travel story.

A big shoutout to Rajeesh Shaikh for the stellar prep on your US visa (he’s got that eagle-eye precision), and Ms. Emy who we agree is an absolute gem when it comes to visa law, weekend support, and keeping things smooth even when the embassy vibes aren't.

Hearing that you've felt supported every step of the way, even on weekends is the ultimate reward for us. We’re cheering for smooth approvals on the UK and Canada side next. 🎯✈️

Thanks again for your kind words and blessings. Clients like you make it worth it. Here's to many more successful journeys, we’ll be right here when you're ready for the next one.

Resposta da houseoftours.com

23/06/2025

Hi GI!

Thanks for calling this out, no sugarcoating from our end.

We clearly let you down in terms of responsiveness and after-sales follow-up, and that’s not the standard we stand by today. Since your experience earlier in 2024, we’ve made some major shifts in how we handle post-booking care, from new escalation protocols to a more responsive support team that’s now reachable across multiple channels including WhatsApp, chat, and phone with faster turnaround times.

It’s unfortunate we left you with that impression back then, but we genuinely hope you’ll give us a chance in the future to show what today’s House of Tours feels like.

If you’re open to reconnecting, just drop us a message and we’ll prioritize this.

Warm regards,
Zahid
Head of Customer Experience
House of Tours

Resposta da houseoftours.com

23/06/2025

Hi Brito!

We’re not here to sugarcoat anything and what you described is not the level of service House of Tours promises or accepts today.

Your April 2024 experience hits hard because it reflects exactly what we’ve been working to change: poor responsiveness, unclear accountability, and dropped expectations. There’s no excuse for that, and we won’t hide behind the old "we're looking into it" playbook.

Over the past few months, we've torn down and rebuilt how customer support functions after booking - with dedicated escalation paths, tighter SOPs, and actual human accountability (not just chat bots and silence).

We know that doesn’t undo what happened to you but if you're still willing, we’d love a chance to reconnect and show you what the new normal looks like.

Your feedback is valid. Thank you for calling it out.

Resposta da houseoftours.com

Actualizada a 23/06/2025

Hi Sumi!

You're absolutely right to be frustrated and we won't defend what clearly wasn't good enough.

A same-day rejection right after biometrics? That shouldn’t happen. If your application was that vulnerable, it should have been flagged well before submission. Our job isn’t just paperwork; it’s guidance, clarity, and support - especially after payment, not just before it.

We've been auditing visa rejections from March 2024, and yours is a case we’d genuinely like to revisit. If you're open to it, we’d love to get a senior visa specialist (not your original handler) to review what went wrong and what should have been done differently.

Thank you for calling this out. Feedback like this helps us fix the root cause, not just the symptom.

Resposta da houseoftours.com

23/06/2025

Hi Alfalah!

Rafik is going to walk around like a superhero today and rightly so!

We’re thrilled to hear your Can+ visa process went so smoothly. Rafik’s got that rare mix of precision and patience, and we’re so glad it made a difference for you. Your happiness is exactly why we do what we do.

Thank you for the shoutout - Rafik and the entire House of Tours squad appreciate you big time!

Resposta da houseoftours.com

23/06/2025

Hi Karan,

Rajeesh is reading this with the biggest grin right now, thank you for taking the time to highlight his dedication!

Visa processes aren’t always straightforward, and it takes patience (plus a few rounds of tweaks) to get it just right. Rajeesh's eye for detail and calm, consistent support is exactly the kind of experience we aim to deliver every single time. Your shoutout means a lot to him and to us.

Looking forward to being part of your next travel plan!

– Team House of Tours

Resposta da houseoftours.com

23/06/2025

Hi Mamta!

Now that’s the kind of feedback that keeps us going!

Rajeesh will be thrilled to know his dedication and expert hand made your visa journey smooth and stress-free. He’s got a knack for catching the little details that matter big time and we’re so glad it showed.

Thanks a ton for the recommendation. We’re ready whenever you are for the next adventure!

– Team House of Tours

Resposta da houseoftours.com

23/06/2025

Hi Mr.Baig!

It’s amazing to hear that your second experience with us is just as smooth and satisfying as the first! Rajeesh has a real gift for guiding our guests with clarity and care and we’re lucky to have him, and even luckier to serve clients like you who truly notice the effort.

We hope your Schengen journey went just as seamlessly. Thanks for trusting House of Tours again and for recommending us so confidently that means the world.

– Team House of Tours