مستخدم نزيل
16 أبريل 2023
We booked a cruise with Iglu cruises and will never use them again, the incompetence started on arrival at Heathrow, when the coach driver asked which terminal we needed, not being frequent travellers we had no idea which terminal United airlines flew from, this information was not included on our paper work. On arrival at LA airport after a 10 hour flight our prearranged taxi failed to pick us and another couple up, we hung around for one and a half hours, airport staff tried phoning given number but no reply, so we had to get a taxi to the hotel, the hotel was ok but in a grotty area with drug dealers dealing ***** on the pavement near the hotel. I contacted Iglu on live chat with our complaints and concerns that our booked taxi would not turn up to get us the port, I was assured everything would be fine, the next day we arrived at the hotel lobby at the given time, once again no one turned up sited 2hours, the hotel staff said this happened all the time despite Iglu telling me it had never happened before, once again we had to get a taxi at our expense and stress worrying we would miss the boat. On arrival at the boat we were dismayed to find we were at the front of the boat on the top deck, when on booking I specifically asked to be in the middle of the boat and paid an extra £100 for this facility, consequently every morning we were awakened to people tramping on the walkway above . On returning to the port we decided to take the Princess provided coach to the airport rather than risk being stranded at the port where a pre booked taxi was supposed to pick us up. On returning to the U.K. I contacted Iglu with our complaints, they agreed to reimburse the cost of the taxi fares, now nearly month later still waiting, they are refusing to reimburse the £100 I paid for the cabin I wanted in the middle of the boat, saying I received a receipt and invoice with all details which is correct, but as I had never been on a Princess cruise and had no plan of the boat I had no idea we were placed on the top deck for cabins, when you specifically asked to be in the middle and pay an extra £100 you do not expect to be put where you asked not to be, there for in my opinion they are keeping money that is rightfully mine, As a good will gesture they sent me a voucher for £100 off another cruise booked with them, knowing fully well I would never book with them again an insult, I would not recommend this company to my worse enemy so if you are thinking of booking with them be aware.
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