Routeperfect レビュー 

Routeperfect からの回答

2018年8月26日

Dear Mohammed,

Thanks for your kind words! I'm thrilled to hear that you truly benefited from our service, and we're grateful for the feedback provided to us by e-mail too :-)

We wish you a great time on your road trip through Europe.

All my best,

Alex
The Routeperfect Team

Routeperfect からの回答

2018年8月13日

Dear Sydra,

Thanks for your feedback! However, we truly regret having to point out that your review is not a true reflection of the actual events.

As can happen in the industry from time to time, it turns out that during the booking process the last available room at this hotel was sold elsewhere via another agency or the hotel itself within seconds before making the payment. Unfortunately when this happens it is totally out of our control, and as such the hotel wasn’t booked automatically by our system. Regarding the comment about the payment for your package, I can confirm that as our booking providers require payment up front, the payment is taken in advance. As discussed on the phone, if for some reason we’re unable to confirm a hotel, a full refund will always be available for this specific accommodation.

Our team spent numerous hours trying to find a suitable alternative for you within your budget as we truly wanted to get this resolved as fast as we could, but despite our best efforts we struggled to find a similarly priced, highly rated accommodation in the location you wanted. The chosen dates are during the peak of high season in Fira Town, Santorini, so decent hotels for the price paid are hard to come by this close to the travel dates. As such, we provided you with three options;-

1) The option to book a more expensive hotel of your choice in Fira Town, Santorini.
2) The option for us to continue our search to find you similarly priced alternatives throughout the island, as opposed to just in Fira Town.
3) The option to provide you with a full refund for the amount paid towards your Santorini reservation, enabling you to book a suitable alternative via another channel.

In response, you got back in touch with option number 1, providing us with your own suggestion of 'Lilium Villas'. We advised that this reservation would cost an extra $754 compared to your original choice; this is the cheapest we could find via our booking providers, who for the vast majority of the time offer wholesale rates cheaper than those displayed on the actual hotels' sites. You kindly let us know that this is not within your budget, and advised that you would like the full refund for this hotel reservation (which we have already processed), rather than allowing us to search for hotels in different parts of the island. We’re totally baffled by your statement that your trip has ended up costing you an extra $2,000, when the aforementioned alternative hotel was too expensive and you advised that you’ll be booking cheaper elsewhere - we’re not sure how that can be!

We truly believe that our customer service was helpful and courteous when you got in touch by phone, however we do note that you were unhappy and understandably anxious to get this resolved, so they were rather difficult calls from our end. You spoke with our Support Manager, who tried to get the chance to explain exactly where we were at, and advised that we were doing all we can to help given the circumstances; she even offered to extend her working day to continue looking at alternatives for you, which you seemed grateful for at the time. As such, we’re disappointed that our Support Team have been portrayed in a negative light after all the prompt e-mails and hours of hard work that went in to helping you.

Despite all of the above, we truly wish you a wonderful trip to Greece, and you’re welcome to get back in touch with any further questions to support@routeperfect.com.

Warm regards,

Danny Halperin
VP - Travel
Routeperfect

Routeperfect からの回答

2018年7月30日

Dear Julie,

Thanks for taking the time to leave us your review! We're happy to hear that you had a great trip, and that the accommodations were to your satisfaction.We truly appreciate your feedback. At the time of booking we were in the process of making the transition to our brand new site, and some of our users were indeed experiencing some issues. Our team worked around the clock to address this, and we have since smoothed out the glitches!

We wish you all our best, and hope you'll get the chance to travel again soon :-)

Alex
The Routeperfect Team

Routeperfect からの回答

2018年7月22日

Dear Lorraine,

Thanks for your kind feedback! We're happy to hear that you loved your hotels, and that you really benefited from our service. Our planner sure does make it easy to book hotels and/or rental cars as a package, saving plenty of time and hard work when planning and booking a trip!

The vast majority of the time our rates are very competitive compared to the rest of the market, as our customers gain access to special 'opaque' rates that are only available if the price for each item of the package is concealed. The hotel sets a minimum rate that an online travel agency is allowed to sell the room for, and no online travel agency is allowed to undercut this price as long as the price is visible to the customer. As such, we work with hundreds of suppliers to ensure our customers get the best deal possible, but as rates with various suppliers fluctuate regularly it's certainly possible that from time to time the rates may not always be the cheapest in some locations. As we're constantly working hard to improve our prices and services, we'll be grateful if you could send us some examples of where you were able to find cheaper rates to support@routeperfect.com - many thanks!

Thanks once again for taking the time to leave us a review, and we hope you'll get the chance to travel again soon :-)

All my best,

Alex
The Routeperfect Team

Routeperfect からの回答

2018年7月19日

Dear Penny,

Thanks for your lovely feedback! We're glad to hear that you had a perfect trip. Feel free to get back in touch if we can be of any further assistance with your future travels :-)

All my best,

Alex
The Routeperfect Team

Routeperfect からの回答

2018年6月17日

Dear Tammy,

Thank you for taking the time to leave such a lovely review of our service! It's great to hear that you enjoyed using our planning tool, and dealing with our Support team. The change in car rental location really did work out well for you! We're glad that you managed to tick off some bucket list items during your Italian honeymoon; we agree that Italy truly is beautiful. Many thanks once again, and we wish you both all the best for the future :-)

Alex
The Routeperfect Team

Routeperfect からの回答

2018年6月10日

Dear Michael,

We regret hearing about the frustrations you've been experiencing whilst trying to access our trip planner. It very much sounds like you're attempting to use our site on Internet Explorer; in the past we've noted that a tiny percentage of our users are visiting us from this browser, so we're not currently supporting this format - however we may do in the future! We suggest using the Google Chrome browser (the vast majority of our users come to us via this browser) or Firefox, and this should solve this issue.

As Trustpilot is for review purposes, we highly recommend contacting us directly at support@routeperfect.com for future support queries, where our team will be able to respond and resolve your query much faster.

All my best,

Hagit
Support Manager @ Routeperfect

Routeperfect からの回答

2018年5月31日

Dear Karen,

We're happy to hear that you had a wonderful experience using our site to plan and book your trip last year! Regarding the frustrations you've been experiencing, we regret seeing that you haven't reached out to our support team in the meantime to try and get this resolved! However, our team are here to help you along with our planner, so we have sent you an e-mail in order troubleshoot the issues you've been having whilst trying to plan your trip. We look forward to hearing back from you soon, and we're sure that we'll get this sorted for you :-)

All my best,
Alex
The Routeperfect Team

Routeperfect からの回答

2018年3月19日

Hi there!
Glad to hear that you found our site useful and returned to plan further! Since we recently relaunched our site, we made many changes such as separating from our previous transportation providers and throughout the next several months will be adopting new providers with better policies for the benefit of our travelers. Cars are a very recent addition, and soon we will be adding rail ticket and airfare services as well. In the meantime, here is the transportation site that you remember, which previously linked to our site:
www.Rome2Rio.com

Please reach out to our support team if you have any further questions!

All my best,
Robyn
The RoutePerfect Team

Routeperfect からの回答

2018年1月10日

Dear Angela,
We truly understand your frustrating experience on our site, as the transition to the new site has required lots of maintenance which has caused significant confusion for our users. Since your inquiry to our support and this review were written at the same time, and we were in contact about an imminent solution very soon after, we would greatly appreciate if you edit this review to reflect our further correspondence or simply remove it and write a new review once our cooperation is complete. We look forward to working with you more soon.

All my best,
Robyn
The RoutePerfect Team

Routeperfect からの回答

2018年1月4日

Dear Christiane,

Thank you for your lovely review! I'm glad to hear you had a great experience using our site, and look forward to working with you again in the future.

All my best,
Alex
The Routeperfect Team

Routeperfect からの回答

2018年1月4日

Dear Konstantinos,

Thank you for your wonderful review, and a big congratulations on the wedding!

I'm really happy to hear that you enjoyed booking your Italian honeymoon through us, and we look forward to helping you both plan and book your upcoming anniversary trip :-)

All my best,
Alex
The Routeperfect Team

Routeperfect からの回答

2018年1月4日

Dear Mary,
We are very happy we've been able to have contact with you since you first tried contacting us. We hope that in light of your understanding that we were indeed reaching out from the beginning, we are hopeful that you will soon edit this review to reflect our further correspondence and our ability to help with your requests in any way possible, or simply remove it and write a new review once our work together is complete. We would greatly appreciate it so that our audience has a more accurate insight into our support team. Until then we look forward to hearing from you soon.

All my best,
Robyn
The RoutePerfect Team

Routeperfect からの回答

2018年2月22日

Dear Marc,
Thank you kindly for sharing your thoughts with us!

We are so happy to hear that you had a good experience on our site.
We are excited to let you know that we have in fact recently implemented popular and interesting attractions en route from one destination to the next. We hope you give it a try again soon!
Unfortunately, we do not have authority over use of specific facilities at hotels, so information such as parking charges is not shared with us in the first place. We do however list available parking lots so that our travelers know where they can be used, and can coordinate directly with the hotel for relevant availability and rates.

All my best,
Robyn
The Routeperfect Team

Routeperfect からの回答

2018年1月4日

Dear Ava,

Thank you for taking your time to leave us a lovely review! I'm thrilled to hear you enjoyed using our service, and that your Italian honeymoon really was perfect :-)

I hope you get the chance to travel again soon, and we look forward to helping you again in the future.

All my best,
Alex
The Routeperfect Team

Routeperfect からの回答

2017年10月31日

Dear Miss Leonard,

We would like to apologize for any discomfort you experienced in one of your hotels, as we understand you felt that you must leave it. We do take mold claims seriously as it might be a very serious health hazard.
Although you did follow exact protocol with sending pictures, we have seen many cases of mold over time and these pictures truly did not illuminate a mold problem for us to hold the hotel accountable for. Since the hotel refused to compensate you,we also checked the user reviews of the hotel for all of the entire 4 months leading up to your reservation dates, and could not find any other complaints of mold, making this claim extra difficult to prove.
We did see remarks of the rooms being outdated, but this is to be expected from a 3-star hotel which is what you chose.
Additionally, this room was selected with a nonrefundable policy at the time of booking, which forfeits our negotiation power should anything come up or go wrong; it's important to understand that even
emergencies with substantial evidence to support the claim cannot be guaranteed a refund under this policy, which is determined by the booking provider, not by us.
We do sincerely regret that this was an unpleasant experience for you
and that we weren't able to assist more, and hope that in the future you will not experience any unpleasant surprises in your travels.

Respectfully yours,

Danny Halperin
VP Travel - RoutePerfect

Routeperfect からの回答

2018年1月4日

Dear Rebecca,

I'm really pleased to hear that you had a great experience booking with us, and we hope you choose to book with Routeperfect again in the future :-)

All my best,
Alex
The Routeperfect Team

Routeperfect からの回答

2018年1月4日

Dear Fiferius,

Thanks so much for the lovely feedback! We look forward to working with you again in the future.

All my best,
Alex
The Routeperfect Team

Routeperfect からの回答

2018年1月4日

Dear Katherine,

Thanks for your wonderful review! I'm super happy to hear that you loved your trip across Spain, and that you really benefited from our service.

I hope you get the chance to travel again soon, and we look forward to working with you again in the future :-)

All my best,
Alex
The Routeperfect Team

Routeperfect からの回答

2018年1月4日

Dear Juan,

Thanks for the feedback! This is exactly what our site sets out to do, and I'm happy that you loved using our service. We hope that you'll choose Routeperfect when planning your next trip.

All my best,
Alex
The Routeperfect Team