Be careful...
You sometimes bump into a destination you really look forward to see, and sometimes it does not really seem like a good idea when you get there. I was so looking forward to visit Ponta Delgada in the Azores. The good thing about the main island is that it seems well stocked with tours and experiences. Unfortunately I had experiences I really did not expect. But as you say, there is a first for everything.
I booked my services with AzoresOnTravel as the reviews seemed good. I descided to see Sete Cidades as my first trip. Supposed to be picked up at 9am in the lobby. I was ready at 830am. At 930am there was still no pick up, so I descided to venture out on my own. Coming back in the afternoon, there had been a call to my mobile at 950am, thats 50 mins. after the tour was supposed to start!!
The touroperator called me and actually called me a liar, he did not believe that I was in the lobby at 9am...Ok, thats my first to be called a liar by a touroperator....I was told that the guide and the hotel staff had looked for me, and called my room- well I was sitting in the lobby, so offcourse I did not answer . When booking my tours I provided all my info incl. my mobilenumber. And when I left at 930am there were 3 people in the lobby. I did not receive any call from the guide, and I was not contacted by anyone in the lobby.
I descided to not go through with the rest of the services booked by this operator, and as expected the operator refused to cancel or refund any services booked. Hes got the advantage of me having prepayed everything, and we all know that these greedy operators do know how to charge your card, but not willing to admit any wrongdoings or giving refund for services not provided- nothing new.
So my traveladvise for Ponta Delgada: Go with a travelgroup when youre old and bring a tourleader. Should you choose to go on your own, dont pay your tours in advance, the operators obviously have an idea that they are not responsible if anything goes wrong, and I am not the first person who has not received any money back for incompetent and unproffessional service, from this operator...And check the prices carefully, this operator charges approx. 50% more than other operators.
This destination was a real disapointment, thanks to AzoresOnTravel, and I am happy to leave. Not really surpriced that not many knows about this place with operators like AzoresOnTravel. I do hope that the Island of Terceira will deliver a more friendly and exiting experience, and hopefully handled by a responsible operator. More about that in a few days.
Resposta da Azores On Travel
Hello again,
Thank you. We received your duplicated complain in all online platforms and we will justify with the same previous comments.
Why did you only complain after past 5 hours at 14H00? This is what we do not understand since we have completely sure that our guide has been was at your hotel from 09H00 (pick-up time) until 10H20 in the morning and you didn´t showed up.
You requested refunds and bookings changes 02 days before the dates. We did it for free of charge against our rules to satisfied you.
When our colleague called to you again in the afternoon, you just hung up the phone when he start spoken. You were not educated.
Having that in mind we will explain you in public the following:
- Here in the Azores, our Clock-time is one hour less than Lisbon;
- The scheduled pick-up time and meeting point was at 09H00 at the hotel reception. If you were there from 08H30 is not our fault;
- Our guide has been at the hotel reception from 8H50 to 10H20 in the morning. As you may know, we have schedules, however, we wait 01H30 for you;
- The receptionist called several times to your room and you never answered any call;
- The receptionist, our guide, and other people had been looking for you, both in the reception area and on other floors, precisely in the breakfast room;
- We called to your mobile phone and you never answered to any calls;
- We called the hotel and when they passed the call to your room once again, nobody answered the phone;
- We considered you booking as a “NO-SHOW” at 10H00 (after one hour waiting) and we sent by email;
- If the scheduled time was been at 09H00, you should have called us to report the situation to our 24-hour number indicated on your booking confirmation or at least, answer you mobile phone when we called;
Regarding the others bookings that you had with us, you decided to cancel and to not show up. Again, our guides were there and we sent all the NO-SHOW reports to your email. When booking is made, the total payment is required in order to avoid NO-SHOWS because we have to spend human resources and vehicle.
You were the first customer to complain about our services when you only used two airport transfers, one in Ponta Delgada at the arrival, and the other in Terceira island on the departure. This services went very well and you did not show up to your other bookings and now you are complaining everywhere, even at the hotels page reviews.
Our office is close to your hotel, and you certainly pass near by, you could have passed by and talked to us in person.
According to our general conditions, NO-SHOWS are non-refundable.
Thank you very much.