Secret Escapes - COMPLAINT Lack of information

Having tried on numerous occasions, via telephone, web chat and email, before travelling to get some answers for various queries we were very disappointed with your non existent customer services. We have used your company many times in the past with very helpful agents, but now they seem to have very little knowledge of the holidays being sold, just giving very limited stock answers and do not seem to be based in the UK.

We did not have one complete answer to any of our questions. As a result, we were very upset with a number of problems that occurred. Firstly we had to do our own research on the transfer timing and instructions from Dubai to Zanzibar, whether baggage was sent straight through and how our onward flight boarding passes would be made available. We also wanted more information on the domestic flight from Zanzibar to Selous.

That turned out to be a very early pick up and was then told that our baggage could only be 15 kg, even though our allowance for the Emirates flight was 23 Kg. This resulted in a very stressful emptying of our cases in the hotel reception trying to decant into what ever was available. In the process, quite a few things were left behind which were needed for our safari. Lastly, we were not told that there was no air con in the Selous camp bungalows.

With temperatures of 35 + and 28 at night and very humid, this made conditions unbearable, especially to sleep. The one ceiling fan was very ineffectual and because the electricity was turned off during the day the temperatures inside never got a chance to drop. If we had had this information, we would have upgraded to the pool side bungalows with air con, but they were fully booked by the time we arrived.

When chatting to other guests, it seems they all had the same problems with trying to get answers from your agents. For this reason, I would be very wary of booking with you in future, unless you improve your service and I, hopefully, receive sone answers to this complaint