Jeffrey B Xef

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Verified Reviewer

Slow response from local guides.

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First, **I'm not a pissed consumer.** Just want an answer to a typical guest inquiry before booking and paying.

Two messages have been sent: One to Ellie in Barcelona and one to Simone in Rome. Admittedly I am a first time user of WithLocals so my expectation of responses from the guides may not be realistic.

I live in the US and understand the time differences.

I'm used to ToursByLocals who's guides are quick to respond to inquiries made directly to them. HQ staff monitor these and if a guide is unable to respond a staff member will. I always want to confirm itineraries and prices with the guide directly.

I found your website is a bit awkward if you want to do that. Jeff Buchanan

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User's recommendation: Apparently reputable company. Am awaiting thier response.

Pam G Nso

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Problem with a host

There is no way to reach With Locals as an entity, so you can be trapped by the level of professionalism of the host. I've have excellent experiences, but having a frustrating time with Ellie in Barcelona.

We have a booking for Sept. 3.

On 14 May Ellie reached out advising:

I have a change of vacation plans, could you have your tour a few days later?

I replied on 14 May we cannot. Do you need to cancel?

I followed up on 16 May asking again if she needs to cancel, and Ellie advised Ill know for sure in a few days, thanks

It's 28 May and still no update from Ellie (despite my following up a few times), no one else offers her tour, and if I cancel I lose 10 percent.

I feel trapped, and overall don't want to proceed with a tour with Ellie regardless of her availability. I believe Ellie is ignoring me so that I cancel as a guest, so a cancellation as a host doesn't reflect poorly on her.

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Loss:
$350
Pros:
  • Private tours
Cons:
  • No contact for with locals no accountability or leadership

Preferred solution: Full refund

User's recommendation: If it takes your host more than 24 hours to respond to a booking (even though policy is 48 hours) cancel your request.

Beverly D Qlj

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Verified Reviewer

Always been reliable

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Everything was resolved - thank you. It was a matter of having downloaded the app, but having all previous communication through the website, it was difficult. All good now.

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Preferred solution: Nothing

User's recommendation: We trust With Locals band have always had wonderful experiences with their guides… this was an instance of miscommunication which was successfully resolved.

Richard T Rgf

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Verified Reviewer
| map-marker Dallas, Texas

Unable to reschedule a tour

Ive been trying to reschedule a tour for several days. My flight has been rescheduled and I will it be in Hong Kong on Monday but rather will be there Sunday.

My chosen tour guide is unavailable but another one is. Can I reschedule my tour for them?

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User's recommendation: There is no central contact route for this company, so if you need to reschedule a tour or have an issue there is no way to proceed

Resolved
Gerard D Ent

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Verified Reviewer

Resolved: Booking cancellation by host # FD076EDD

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Updated by user Jan 04, 2024

Company fixed the issue and I have been provided with apology.

Original review Dec 28, 2023
Good morning. I have booked a 2 hour tour in Hoi An Vietnam with Michael.

On Wednesday 27 i have a message on Whatsapp from him with information on transportation restaurants additionnal tours and clothes fabric. I replied to him that due to the limited time i have i will just take the 2 hour tour. I dont know what he has understood but he replied that he is booking his time and décider to cancel the tour. He was too busy.

At this point i have kindly requested to maintain the tour as booked. If not i will complain with the company. I dont know what happened to him but he started to become arrogant and agressive. Then it was an escalade.

Finales he decided to cancel the tour. He was sending offending messages on Whatsapp and to my émail. As a paying guest this attitude and béhaviour is totale unacceptable. He probably had problèms with tourists in the part i assume.

But he cannot treat people like that. He is not able to work with tourists. He hâtes them. I have never been insulted like he did.

I am asking you to take all the necessay mesures to remove Michael as à host. In the meantime you are not able to provide another guide in Hoi An. It is my first expérience with Withlocals and my last.

Regards. Gérard DANGELA
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Cons:
  • Need to select more carefully their guides

Preferred solution: Apology

1 comment
Guest

Dear Gerard, We would like to once again apologize for the inexcusable behaviour of our host. On top of your refund, we have in the meantime offered you a voucher of your full tour value which we hope you will use to give us another chance. We wish you all the best on all your future travels!

Anonymous
map-marker Concord, North Carolina

Cancel

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It was very unfortunate that our tour guide came down with Covid, and we were left without a tour, however, that was fine as we all know people get sick. A refund was issued before my trip was over which is excellent customer service from my point of view. All our other Withlocals tours have been amazing and I highly recommend this company to anyone traveling to Spain or Portugal.

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User's recommendation: Highly recommend Withlocals as we have used them on past trips and will continue using them in the future.

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Top travel tips during the Covid-19 shared by a travel journalist: 1. Research the destination; 2. Check safety measures; 3. Check the airline’s policies; 4. Download the airline’s app; 5. Double check your reservation; 6. Build flexibility into your travel plan. In this interview with a travel expert you can learn how to travel safely, how to book online, how to refund a canceled trip.

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Latifah Al-Hazza

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