27 Sep 2024
When booking we picked a hotel pick up and received an email stating booking was confirmed and paid in full. This email also stated the pick up point was from our hotel. The ticket we received also stated the same, pick up point from our hotel.
Less than 24 hrs before the start of the trip we had booked I received an email stating we would be met at a pick up point 35 minute drive from our hotel. Upon receiving this I immediately messaged the company stating that we would not be in a position to go on the trip given the distance of the pick up point from our hotel and the fact that we had booked a pick from our hotel.
The company responded saying they would not refund the booking as we had not sent them a message in relation to the hotel pick up. Despite two confirmations having been received by us.
I explained that we received a confirmation email from them but they still refuse to acknowledge this.
The customer service and our customer experience was been extremely poor when dealing with Maderia Adventure Kingdom.
As we were not informed of the change of location within the 24hr cancellation period they have refused to refund us what we paid.