everything went as planned, no hiccups with transfers. the accomodation was excellent, the river cruise , owners suite was very comfortable, food excellent. stopover hotels were very acceptable,... Zobacz więcej
Reakcja na opinię
Chociaż nie weryfikujemy konkretnych wypowiedzi, ponieważ opinie recenzentów są ich własnymi opiniami, recenzje mogą zostać oznaczone jako „Zweryfikowane”, jeśli uda nam się potwierdzić, że doszło do rzeczywistej interakcji biznesowej. Dowiedz się więcej
Aby chronić integralność platformy, każda recenzja na naszej platformie—zweryfikowana lub nie—jest sprawdzana przez nasze oprogramowanie działające w trybie 24/7. Technologia ta została zaprojektowana w celu identyfikowania i usuwania treści, które naruszają nasze wytyczne, w tym recenzji, które nie opierają się na prawdziwym doświadczeniu. Zdajemy sobie sprawę, że możemy nie wychwycić wszystkiego, dlatego możesz oflagować wszystko, co według Ciebie mogliśmy przeoczyć. Dowiedz się więcej
Zobacz, co mówią recenzenci
Another great seam free experience with the team from IC, once again Charles Denman has been exceptional in his expertise content knowledge and sense of humour to make the booking process smooth as si... Zobacz więcej
Reakcja na opinię
SPIRIT OF QUEENSLAND HOLIDAY - TROPICAL TRACKS Scott & Dana were very helpful with the booking process and answering our questions. We are very happy with their service and wish both of Scot... Zobacz więcej
We are very happy with our experience from end to end. Staff services - their patience, efficiency and prompt response to our inquires. Aliya and Dan have gone way above in assisting us with ou... Zobacz więcej
Reakcja na opinię
Informacje dotyczące firmy
Napisane przez firmę
Established in 2011, we are a leading travel provider with offices across the globe, specialising in exceptional cruise holidays brimming with enriching experiences that offer so much more than just a cruise. More than just a cruise By taking pride in our relationships with cruise, rail and land partners, we’re able to create outstanding cruise holidays, seamlessly paired with immersive tours of the world’s most desirable natural and man-made marvels, enchanting rail journeys, exclusive events in unexpected locations, and fabulous hotel stays at hand-picked accommodations. Discover an unparalleled collection of once-in-a-lifetime experiences in some of the most spectacular destinations on Earth. CRUISE & RAIL Just like cruising, with rail travel the joy is in the journey, an opportunity to discover rather than simply visit. Combined together they offer an irresistible draw for so many. Many of our cruise holidays encompass rail travel on some of the most iconic locomotives in the world. From the exquisite carriages of the Venice Simplon-Orient-Express to the majestic Indian Pacific and the sophisticated Rocky Mountaineer, there’s a rail experience for everyone. CRUISE & TOURING Our cruises paired with exciting land tours offer you a bespoke holiday experience and take you to some of the most famous natural and man-made wonders on our planet. From the majestic phenomenon of Iguazu Falls to the opulent palaces of India and the breathtaking ruins of Machu Picchu – our fully escorted tours empower you with the confidence to explore new places that you might have believed were once out of reach. CRUISE & EVENT From lively cliff-top concerts in Bali to chartering entire ships to create an exclusive entertainment programme for our customers, our unique and exciting events are what truly sets us apart. Whether you’re interested in fast and furious Formula One® Grand Prix™ World Championship action or dazzling musical performances from world renowned singers, we create once-in-a-lifetime experiences paired with incredible cruises, curated just for you. CRUISE & STAY Our meticulously crafted luxury cruise and stay holidays are designed with your relaxation in mind. Enjoy your downtime in carefully chosen hotels, all while embarking on journeys to some of the world's most extraordinary destinations by cruise. Whether you prefer intimate vessels or grand liners, cosmopolitan city breaks or beachfront havens, your next unforgettable holiday awaits with us. RIVER CRUISING From the enchanting Danube to the mystical Mekong, a river cruise offers you the chance to relax as you glide through some of the world’s most incredible waterways. Whether you’re a history lover, a culture enthusiast, or someone with a keen eye for architecture, you’ll enjoy immersive experiences that showcase the beauty of each stop. CRUISE DEALS If you’re looking for the latest cruise deals then Imagine Cruising has everything, from great value sailings to last-minute cruise and stay holidays. Our cruise deals include the latest exclusive offers and promotions from all the leading cruise lines. From short breaks to longer adventures, you'll find the best value cruises to the most popular destinations here. BOOK WITH CONFIDENCE Your holiday is ATIA and AFTA protected when you book with Imagine Cruising. Fully protected. Exceptional service and expertise. Highly recommended. Amazing value.
Imagine Cruising
Napisane przez firmę
- More than just a cruise
- We create cruise holidays for every type of traveller and every imagination. Imagine Cruising wants to take you beyond your cruising dreams. That's why we constantly search for new travel experiences and change the rules about what is possible - we call it 'The Imagine Cruising Way'. We put a huge amount of time and care into tailoring cruise holidays that offer you incredible value. You can explore cosmopolitan cities, escape to unspoilt sandy beaches and seek out the world's greatest wonders, all in one holiday.
- We've only got One Life
- “One day…” It’s something we’re all guilty of saying about the things we dream of doing. We procrastinate as life passes us by. But it shouldn’t be this way. The One Life ethos is about seizing the moment and living life to the full. It’s what we live and breathe here at Imagine, it’s at the very heart of our company values and the reason we do what we do. We’re all blessed with One Life, but within it there is literally a world of possibilities just waiting to be explored. It’s our mission to help you discover this amazing world, to inspire you and help you experience as many unforgettable moments as possible, providing memories to cherish forever.
- 2021 & 2022 Cruise and Luxury Rail
- Combine a cruise with an iconic train journey to see more of the world. From the plush comfort of your carriage, enjoy panoramic views of snow-capped mountains, barren deserts, opulent palaces and more while savouring the romance of rail travel. You’ll feel like you’ve travelled back in time to a more elegant era.
- 2021 & 2022 Cruise and Escorted Touring
- From the majestic phenomenon of Niagara Falls, to the wildlife hidden in the dense rainforests of Borneo, the opulent palaces of India to the weaving marvel of the Great Wall of China - our cruises paired with exciting land tours offer you a bespoke holiday experience and take you to some of the most famous natural and man-made wonders on our planet.
- Book with Confidence
- Your holiday is ATIA and AFTA protected when you book with Imagine Cruising. Fully protected. Exceptional service and expertise. Highly recommended. Amazing value.
Dane kontaktowe
Imagine Cruising , Level 7, 301 Coronation Drive , 4064, Queensland, Australia
- 1800 958 405
- customersupport@imaginecruising.com.au
- imaginecruising.com.au
4,6
Doskonała
3 tys. recenzji
Zaprasza klientów do wystawiania recenzji
Ta firma zaprasza swoich klientów do recenzowania niezależnie czy to dobre, czy złe recenzje
W Trustpilot przywiązujemy wagę do treści tworzonych przez ludzi. Firma może jednak dodatkowo korzystać z naszego narzędzia wspomaganego przez sztuczną inteligencję, które pomaga w przygotowywaniu odpowiedzi.
Jak firma korzysta z Trustpilot
Dowiedz się, w jaki sposób pozyskiwane, oceniane i moderowane są ich recenzje i oceny.
We have booked a holiday to Sri Lanka…
We have booked a holiday to Sri Lanka in April 2024. At time of booking we made it very clear to the customer service team that the 1 hour between flights is super tight and really stressful. The salesperson made me feel like I was being overly dramatic and did nothing to find alternative flights and essentially I was being difficult - her response was a big sigh followed by “Singapore airlines wouldn’t allow the booking if it wasn’t doable”. That’s not the point. I raised this issue again and was quoted exorbitant fees to change the return flight to the following day - an amount we simply cannot afford. I’m at a loss as to how it so expensive when it had only been 8 days since we had booked and a good 6+ months before the trip.
I reiterated the same dissatisfaction in January when Imagine called to remind us about visas. Only to get another exorbitant quote to change the return leg so it wasn’t 1 hour apart. We are meant to be looking forward to our holiday and instead stressing out about the 1 hour between flights. Not happy at all and the salesperson should have done what they could to rectify this. Don’t recommend using a travel agency for this reason.
15 stycznia 2024
Opinia niezależna
Odpowiedź od Imagine Cruising Australia
Good Afternoon Melissa,
Thank you for taking the time to leave us your feedback and for speaking with me earlier this week. I am very sorry to hear that our response and efforts to your concerns are something that you did not feel were suitable, and I can reassure you that we have done everything we can to provide you with the best possible holiday experience.
The flight times that you are referring to are well above the minimum guidelines assigned by Singapore Airlines, and the only action you will need to take during the 70 minutes between your flights is to walk from one gate to another. Your flights are booked as a connecting flight and if there is a delay or issue with your first flight, Singapore Airlines will not leave without you or providing alternative options.
As we discussed earlier this week I look forward to hearing from you with how you would like to proceed with the alternative options we provided. If there is anything further I can assist you with, please don't hesitate to let me know.
Kindest Regards,
Harrison
Senior Customer Support Executive
booked the Ghan Exoedition & Northern…
booked the Ghan Exoedition & Northern territory Discovery. Got over charged by $400.00 each,
Rang, as the add quoted $6399.00 each, a story of a price increase was given. but after 5 phone calls to
( Michael 11/12/23/ Harrison 15/12/23/ Harrison 21/12/23/ Josh27/12/23/ Harrison27/12/23 ) finally Harrison quoted some small print on the bottom of the add. Be very careful when booking with this company
27 grudnia 2023
Opinia niezależna
Odpowiedź od Imagine Cruising Australia
Good Morning Peter,
While I do apologise for the delay in getting back to you regarding your pricing enquiry, the information you quoted in your review of our service is not correct.
As we discussed earlier this week, at the time of booking your holiday, you were advised that the previous week there had been an increase in the cost of the holiday package. Due to the variable nature of the travel industry, the pricing often fluctuates and is subject to change. This was confirmed with yourself well before your booking was completed, and accepted by yourself at that time.
We have multiple departures of our holiday packages, and the price you are referring to in our newspaper advertisements is a 'from' price for a different departure date than what you booked. As I am sure you can appreciate there are variations in the costs of things such as flights depending on when you are travelling, which is why we quote different holiday package costs based on departure dates. There is a 'Terms and Conditions' section included in every print advertisement that we run, which confirms for you which departure date the prices are related to as well as any other relevant information.
At no time were you overcharged or not aware of the total cost of your holiday booking, as I have confirmed with you multiple times and as per the call recordings I have also provided you with.
While I can certainly understand wanting to be thorough and not taken advantage of - I would have followed up the same way were I in your position! - I would appreciate it if you could amend or remove your review as what you have described is not correct or accurate.
If you have any further questions or clarification I can provide you with, please just let me know and I will assist you as best I can.
Kind Regards,
Harrison
Senior Customer Service Executive
I recently returned from a trip to Sri…
I recently returned from a trip to Sri Lanka and the Maldives with Imagine Holidays.Sri Lanka was good the Maldives was very disappointing.We were a group of 12 the four married couples went to a five star island the four women were sent to a four star island,no compensation was given.We were sent to the OBLUX/Experience where there is no snorkelling,the beach is lined with broken coral and broken shells.The overwater villas are not over a lagoon but over the ocean where there is a strong current.I did not pay all that money to swim in a pool.I have travelled a lot with groups but have never experienced a group where the women were so disadvantaged.
Pam
19 listopada 2023
Opinia niezależna
Odpowiedź od Imagine Cruising Australia
Dear Pam,
Thank you for taking the time to reach out to us and for your time on the phone last week, and I would like to extend my sincerest apologies for the less-than-ideal experience you encountered during your recent trip to Sri Lanka and the Maldives with Imagine Holidays. We appreciate your feedback and take your concerns very seriously.
Firstly, I want to assure you that the allocation of separate hotels for the group was solely based on availability and not in any way related to the marital status of the guests. We regret any inconvenience this may have caused and understand the importance of group cohesion during travel.
I am genuinely sorry to hear about the subpar accommodation and the challenges you faced at OBLUX/Experience in the Maldives. Please know that your feedback has been forwarded to our Operations team for a thorough investigation. We are committed to addressing these issues to ensure they are rectified for future travelers.
To express our sincere apologies for the inconvenience you experienced, and as we previously discussed, I have issued you with a $500 voucher, which I hope you can use towards your future travels with Imagine Holidays. We value your patronage and hope to have the opportunity to provide you with an exceptional travel experience in the future.
Thank you for bringing these matters to our attention. We are dedicated to continually improving our services, and your feedback is invaluable in helping us achieve this goal.
Looking forward to serving you better in the future.
Warm regards,
Harrison
Senior Customer Support Executive
From the ship disembarking in Melbourne…
From the ship disembarking in Melbourne to our city tour then to hotel,it was hassle free,then from hotel to airport,guided from bus to check in was very helpful and made check in very quick and easy,very friendly and professional thanks imagine holidays well done,merry Xmas and happy new year
3 lutego 2023
Odpowiedź od Imagine Cruising Australia
Dear Susan and Carl,
Thank you for taking the time to share your delightful feedback with us! We are thrilled to hear about your seamless journey with Imagine Holidays, from the ship disembarkation in Melbourne to the city tour and all the way to the airport.
It warms our hearts to know that our team's assistance from the bus to check-in contributed to a quick and easy process, ensuring a hassle-free experience for you both. We take pride in delivering a service that is not only efficient but also friendly and professional.
Your kind words truly inspire us, and we appreciate you choosing Imagine Holidays for your travel experience. Wishing you both a Merry Christmas and a Happy New Year filled with more extraordinary adventures!
Warm regards,
Harrison
Senior Customer Support Executive
Satisfied
A few minutes after I sent my query email, I received a call from Mitchell. He was very polite & answered both my questions very well & to my satisfaction. Not only that, I also received a follow up email from him.
Thank you.
5 grudnia 2023
Opinia niezależna
Odpowiedź od Imagine Cruising Australia
Dear Gopalasamy,
Thank you for taking the time to share your exceptional experience with us. We are delighted to hear that Mitchell provided you with outstanding service, promptly addressing your queries with politeness and thoroughness. It's our commitment to ensure our guests receive the highest level of satisfaction, and we're thrilled to know we met your expectations.
We appreciate your kind words and value your feedback. If you have any more questions or if there's anything else we can assist you with, please don't hesitate to reach out. We look forward to the pleasure of crafting more memorable experiences for you in the future.
Wishing you wonderful travels and unforgettable holidays!
Best regards,
Harrison
Senior Customer Support Executive
What a champ Michael is!! from…
What a champ Michael is!!!Michael from Imagine holidays was so helpful before we left on our Middle East cruise and India holiday. He kindly went through each destination and outlined what visas were necessary.
Then when disaster struck and because of a medical problem we had to come home early and miss the Indian part of the holiday, Michael kindly liased with my daughter and got flights changed so we could get home for treatment.
Michael always replied quickly and with compassion and made a stressful situation less so for us both. We are very grateful for his professionalism and hope he gets the recognition he deserves from your company.
Kind regards
Sandy and Terry Foley.
25 października 2023
Opinia niezależna
Odpowiedź od Imagine Cruising Australia
Dear Sandy and Terry,
Thank you for taking the time to share your incredible experience with Michael at Imagine Holidays. We are truly touched by your kind words and thrilled to hear that Michael's assistance made a positive impact on your Middle East cruise and India holiday, despite the unexpected challenges you faced.
Michael exemplifies the commitment we have towards providing exceptional service, and we are delighted to have him on our team. It warms our hearts to know that he was able to navigate the complexities of your situation with compassion and efficiency.
We understand that unexpected circumstances can be stressful, and we are grateful for your understanding and trust in us during this time. Michael will certainly receive the recognition he deserves for going above and beyond to ensure your well-being and comfort.
If there's anything else we can do for you or if you have further questions, please don't hesitate to reach out. Wishing you both all the best, and we look forward to assisting you in planning future travel experiences.
Kind regards,
Harrison
Senior Customer Support Executive
Great customer service from Katelyn
Great customer service from Katelyn. Very friendly and helpful. Katelyn is a great credit to Imagine Holidays and just a delight to deal with. Thank you so much for your help and support. Now only 118 sleeps until my dream holiday of a lifetime to celebrate my big 70th birthday. Regards - Sue
27 listopada 2023
Opinia niezależna
Odpowiedź od Imagine Cruising Australia
Dear Sue,
Thank you for gracing us with your kind words and a stellar five-star review. We are delighted to hear that Katelyn's exceptional service left such a positive impression on you. Katelyn truly embodies the high standards of Imagine Holidays, and it warms our hearts to know that she made your experience delightful.
As you eagerly countdown the days until your dream holiday, rest assured that we are here to assist with anything you may need along the way. Your 70th birthday celebration is a milestone deserving of the utmost perfection, and we are committed to ensuring that your journey with Imagine Holidays exceeds all expectations.
Should you have any questions or require further assistance in the lead-up to your special trip, please do not hesitate to reach out. We're here to make every aspect of your journey as memorable as the destination itself.
Wishing you a fantastic countdown and looking forward to being a part of your extraordinary 70th birthday celebration.
Best Regards,
Harrison
Senior Customer Support Executive
Great customer service
I recently had two different email queries with Imagine Holidays. Both queries were answered promptly and I received the information I needed.
20 listopada 2023
Opinia niezależna
Odpowiedź od Imagine Cruising Australia
Dear Janette
Thank you for taking the time to share your positive experience with Imagine Holidays! We're delighted to hear that both of your recent email queries were promptly addressed, and you received the information you needed.
Providing timely and helpful responses to our customers is a top priority for us, and we're thrilled to know that we met your expectations. If there's anything else you require or if you have more questions in the future, please don't hesitate to reach out. We're here to make your travel experience as smooth and enjoyable as possible.
Your feedback is incredibly valuable to us, and it motivates our team to continue delivering excellent service. We appreciate your trust in Imagine Holidays, and we look forward to assisting you with any future travel plans.
Safe travels, and thank you once again for choosing Imagine Holidays!
Kind Regards
Josh
Customer Support
My email from customer service was…
My email from customer service was answered very quickly by Mitchell. He took the time to actually call me and answer my query for our Princess cruise.
He also sent a reply as well describing the device that I would need to purchase.
Good work Mitchell, and many thanks.
Robin
10 listopada 2023
Opinia niezależna
Odpowiedź od Imagine Cruising Australia
Dear Robin,
Thank you for taking the time to share your glowing feedback with us! We're thrilled to hear that Mitchell provided you with a swift and personalised response to your inquiry regarding your Princess cruise.
Mitchell takes great pride in going above and beyond to assist our passengers, and it's wonderful to know that his dedication has made a positive impact on your experience with Imagine Holidays. Your appreciation means a lot to us.
If you have any more questions or if there's anything else we can assist you with, please don't hesitate to reach out. We're here to ensure that your journey with Imagine Holidays is nothing short of exceptional.
Wishing you smooth seas and unforgettable moments on your upcoming Princess cruise!
Best regards,
Harrison
Senior Customer Support Executive
SAVE THE TREES PLEASE
Really looking for an uncomplicated cruise to Honolulu departing Brisbane 18.45 on 4th April 2024. Not anywhere hairless but when I have finished reading the travel paperwork I maybe BALD after tearing all my hair out. Please , Please , Please condense your paperwork to no more than 4 or 5 pages. If you can not do it ask me for help and your travel information will save the world of hundreds of trees!!! Martin Walsh Mount Magnet Western Australia
11 października 2023
Opinia niezależna
Odpowiedź od Imagine Cruising Australia
Good Morning Martin,
Thank you for taking the time to provide your feedback, and thank you for your time on the phone earlier today as well. I always appreciate getting the opportunity to speak with our guests, and understanding what we can do better for our passengers.
As we discussed, it is unfortunately a requirement that our Booking Terms and Conditions remain in the format that they are. As they form the contract for your holiday booking I certainly can appreciate that they are quite wordy, but it is something outside of my control to change.
Also as we discussed, we are unfortunately not able to provide specific visa or vaccination advice for our passengers, as we are not qualified to provide that assistance. I am very sure that Visalink will be able to assist you further with that visa application, and I also recommend having a look at Smartraveller - the Australian government website - for what vaccinations, if any, you might need.
Thank you again for your time Martin, and I am sure you will have a fantastic time on your cruise next year!
Kindest Regards,
Harrison
Senior Customer Support Executive
Thanks to Luc
Thanks to Luc and his very informative advice. He has set my mind at ease as I have had many sleepless nights worrying over obtaining visas for our cruise ship destinations. Appreciate the phone call and the conversation. Very relieved now.
4 października 2023
Opinia niezależna
Odpowiedź od Imagine Cruising Australia
Dear Kathryn,
Thank you ever so much for sharing your delightful feedback with us. It brings us immense joy to hear about your five-star experience with Imagine Holidays.
We're thrilled to know that Luc's informative guidance was instrumental in setting your mind at ease. Ensuring our passengers' peace of mind is of paramount importance to us, and we understand that obtaining visas for cruise ship destinations can be a source of concern. Luc's dedication to providing insightful advice and going the extra mile with a personal phone call truly reflects the commitment we have towards our guests.
Wishing you smooth seas and unforgettable adventures ahead.
Warm regards,
Harrison
Senior Customer Support Executive
Lauren was very professional
Lauren was very professional, kind and sorted our return airfares quickly and efficiently.
Also handled the wheelchair booking the same.
10 października 2023
Opinia niezależna
Odpowiedź od Imagine Cruising Australia
Dear Louise,
Thank you for taking the time to share your glowing review of your experience with Imagine Holidays. We are truly delighted to hear about your interaction with Lauren and how she exemplified professionalism and kindness in assisting you.
Efficiency and attention to detail are at the heart of our service, and we are pleased that Lauren was able to swiftly and effectively arrange your return airfares and wheelchair booking. Your comfort and satisfaction are of utmost importance to us, and we're thrilled that our team met and exceeded your expectations.
We look forward to assisting you with all your future travel plans. If you ever need any further assistance or have specific requirements, please do not hesitate to get in touch. It would be our pleasure to continue providing you with top-notch service.
Wishing you safe and pleasant travels ahead!
Warm regards,
Harrison
Senior Customer Support Executive
Thanks to Josh my concerns were dealt…
Thanks to Josh my concerns were dealt with immediately. Cheers to you.
9 października 2023
Opinia niezależna
Odpowiedź od Imagine Cruising Australia
Dear Peter,
Thank you for taking the time to share your feedback with us. We truly appreciate your kind words, and it's wonderful to hear about your positive experience with Josh, our dedicated team member.
At Imagine Holidays, we take great pride in addressing our passengers' concerns promptly and effectively. Josh's commitment to ensuring your peace of mind and satisfaction is commendable, and we are delighted to have been able to assist you.
Your comfort and trust in our services mean a lot to us, and we're here to provide you with exceptional support at every step of your journey. Should you have any more concerns or require further assistance, please don't hesitate to reach out.
Wishing you a memorable and worry-free travel experience with Imagine Holidays.
Warm regards,
Harrison
Senior Customer Support Executive
Terrible experience
Kangaroo Island Murray River Cruise. I filled out countless paperwork advising I was vegetarian however, every evening at dinner all other guests were offered a choice of two meals and I had to ask what I was having. One night I was served essentially a can of chickpeas with chopped capsicum covered in tomato paste and referred to as "Tagine" At the buffet I was offered a choice of either rice or potato wedges! the very last night of my trip I was asked what I could recommend for the chef to make. Many a night was a bread roll for dinner and if I didn't eat eggs for breakfast I would have starved. Final insult: I paid the single premium and was disgusted that on the last day of our trip we were taken off the boat and transported to the airport at 9am for a 5pm flight. All that money to sit in an airport all day is disgraceful!
20 września 2023
Opinia niezależna
Odpowiedź od Imagine Cruising Australia
Good Morning Amanda,
Thank you for taking the time to provide us with your comments and review. We appreciate all of our passenger feedback as the best opportunity to improve the service we provide.
I have followed up further with my Operations team and they have confirmed for me that our travel partners were very aware of your specific dietary requirements, being a vegetarian. I am very sorry to hear that the meals they provided were of such a poor quality, and this is feedback I have passed onto those same travel partners who looked after you in South Australia.
I have also taken a look at the time of the transfer at the end of your holiday, and I would like to apologise for the difficulty you experienced being left at Adelaide airport. The advice we received from Sealink - the service providing you with your transfer - was that it would be departing the Port of Mannum at 9:30am, and arriving at Adelaide airport at approximately midday. As your flight was scheduled to depart at 4:30pm - and allowing for two hours for check-in and clearing security - there was unfortunately no window to provide a tour or activity to fill the time you were required to spend waiting.
Thank you again for taking the time to provide us with your feedback and comments, and I can assure you they have been brought to the attention of the right people.
Kindest Regards,
Harrison
Senior Customer Support Executive
Alexis and Customer support team
Alexis and Customer support team, Imagine Holidays
Bkg reference HPL-17912 Brett and Jean Odgers from 8 to 20 September 2023 along coastal Queensland from Canberra and return.
We compliment you all with heartfelt thanks. The arrangements proceeded smoothly without any difficulties. Our expectations were exceeded.
We're in our 80s: our only caution was that our Port Douglas accommodation was a little hazardous for us. Villa San Michele is absolutely charming, central and comfortable and truly boutique; however, parking was difficult and negotiating the stairs in the narrow spaces was a bit daunting: there were numerous signs warning 'slippery when wet'.
Our experience was altogether fabulous, Cairns especially and ample opportunities to explore the Daintree.
Many thanks, Jean and Brett
8 września 2023
Opinia niezależna
Odpowiedź od Imagine Cruising Australia
Dear Jean and Brett,
Thank you ever so much for taking the time to share your wonderful feedback with us. We're absolutely delighted to hear that your recent holiday experience with us exceeded your expectations.
Your kind words about Villa San Michele and its charm are truly appreciated, and we're thrilled to know that you found it central and comfortable. However, we sincerely apologize for any inconvenience you may have faced with the parking situation and the narrow staircases. Your safety and comfort are of paramount importance to us, and we will certainly take your valuable feedback into consideration to improve the overall experience for our guests, particularly those who may have mobility concerns.
It's heartening to know that you had a fabulous time exploring Cairns and the Daintree. Our team is dedicated to curating memorable journeys for our cherished guests, and it's reviews like yours that inspire us to continue providing exceptional experiences.
Once again, thank you for choosing Imagine Holidays, and we hope to have the privilege of welcoming you back in the near future for another remarkable adventure.
Warm regards,
Harrison
Senior Customer Support Executive
Imagine booked us into disreputable Hotel The Grand Palatino in Rome…
We were booked into The Grand Palatino Hotel in Rome for a one night stopover at the end of our Cruise. My backpack which was right next to us, was stolen from the hotel foyer. The Hotel promised they would cover my losses through their insurance but 4 months later still have not been contacted. I lost laptops, jewellery and everything of value (approx. $20,000 worth of items). Spoilt our whole Holiday!!
14 maja 2023
Opinia niezależna
Odpowiedź od Imagine Cruising Australia
Good Morning Rasma and Owen,
Thank you for taking the time to provide us with your feedback and review. I have investigated further the details of your booking to more appropriately respond to the comments you raised.
As soon as you made us aware of the very unfortunate theft of your personal belongings, our emergency support team immediately contacted the Grand Palatino to do what we could to assist with your stolen belongings. This was brought to the attention of the hotel staff, who did everything they could to help locate your personal items.
Unfortunately pickpockets and snatch thieves are an endemic problem in just about every major city in Europe, and Rome is no exception. I can assure you that the Grand Palatino hotel is overwhelmingly rated at 4 and 5 stars, and what took place is not the fault of either the hotel or Imagine Holidays.
While I certainly do understand that this has been a uniquely distressing and frustrating event for the two of you, I would also like to request that you update or remove your review to reflect the holiday itself and the service that we have provided.
Thank you again for taking the time to leave your comments, and please let me know if there is anything else I can assist you with.
Kindest Regards,
Harrison
Senior Customer Service Executive
Don’t
Harrison, Alex and Kevin seem to be very busy apologising. The first two have apologised to me personally and even gave me $250 as compensation.
Why? How about being left waiting in JFK New York for a bus and company representative neither of which ever came.
Having recently completed a 3 Queens cruise with this company I would not - and you should not - have anything to do with them again. Incompetent, disorganised and deceptive fairly describes them. They made an expensive, upmarket trip of a lifetime a stressful and disappointing experience.
2 września 2023
Opinia niezależna
Odpowiedź od Imagine Cruising Australia
Good Afternoon Gavin,
Thank you for providing us with your feedback. I understand that you have already spoken to Alex from my Customer Relations team, who has received your comments regarding the recent holiday travel you have had with us.
I can assure you that your feedback has been received, and is something that we are taking onboard to improve the future service we provide. I would again like to apologise for the difficulty with your transfers not arriving correctly.
Thank you again for your time Gavin, and please let me know if there is anything I can do for you.
Kindest Regards,
Harrison
Customer Support Supervisor
Problem resolved
We had a wonderful time exploring the Italian Lakes with Imagine holidays.
We had a problem with our transfers.
We would like to thank Abigail for assisting us to book our transfers so promptly and so efficiently. Her communication was amazing.
Thank you to Alex for finally resolving the issue.
Much appreciated.
14 czerwca 2023
Opinia niezależna
Odpowiedź od Imagine Cruising Australia
Good Morning Steve and Karen,
I want to extend a sincere thank you for taking the time to share your feedback with us, and it is wonderful to hear that you had such a fantastic holiday in Italy. It's a truly magical part of the world and we were very happy to see you travel!
Your patience and understanding in light of the challenges you faced with the transfers in your holiday package are greatly appreciated. We understand that such issues can occasionally arise during extended international holidays. It's wonderful to hear that Abigail upheld our consistently high level of service, and that Alex was able to address your concerns after your return.
Hopefully you are settling in well at home again, and we look forward to seeing you travel with us again in the future!
Kindest Regards,
Harrison
Customer Support Supervisor
Have previously had with this company…
Have previously had with this company and was able to be in touch with the same agent. Provided answers to all my questions and helped with flights and accommodation requirements.
16 sierpnia 2023
Odpowiedź od Imagine Cruising Australia
Good Morning Jessie,
Thank you for your kind words! Seeing passengers travel with us again is the highest compliment so we are very happy to see you again.
If there is anything further myself or my team can assist you with please don't hesitate to reach out, and have a wonderful time on your cruise next year!
Kind Regards,
Harrison
Customer Support Supervisor
Very helpful and efficient
The sales representative Leah was extremely helpful. She explained everything very well. Within a few hours of booking we had receipts, confirmation and link to manage our booking.
17 sierpnia 2023
Odpowiedź od Imagine Cruising Australia
Dear Susan,
Thank you for taking the time to leave a glowing five-star review of your experience with us. We're thrilled to learn that Leah, our sales representative, provided you with exceptional assistance.
Leah's dedication to explaining everything thoroughly and her prompt actions truly showcase our commitment to delivering a seamless booking process for our valued customers. We're delighted that you received your receipts, confirmation, and the link to manage your booking so swiftly.
Should you require any further assistance or have any questions, please don't hesitate to reach out. We're here to ensure your journey with us is smooth from start to finish.
Thank you once again for choosing us for your travel needs. We look forward to serving you again in the future.
Warm regards,
Harrison
Customer Support Supervisor
Doświadczenie Trustpilot
Każdy może napisać recenzję na Trustpilot. Osoby, które wystawiają opinie, mają prawo do ich edytowania lub usuwania w dowolnym momencie. Będą one wyświetlane, dopóki aktywne jest konto.
Firmy mogą prosić o wystawienie recenzji za pomocą automatycznych zaproszeń. Te oznakowane jako zweryfikowane, dotyczą prawdziwych doświadczeń.
Dowiedz się więcej o innych rodzajach recenzji.
Wykorzystujemy wiedzę odpowiednio wykwalifikowanych pracowników oraz sprytną technologię, aby chronić naszą platformę. Dowiedz się, jak zwalczamy fałszywe recenzje.
Dowiedz się więcej o procesie recenzji Trustpilot.
Weryfikacja może pomóc zapewnić, że recenzje, które czytasz na Trustpilot są napisane przez prawdziwych ludzi.
Oferowanie zachęt w zamian za pisanie recenzji lub wysyłanie próśb o ich wystawienie w sposób selektywny może wpłynąć na TrustScore, co jest sprzeczne z naszymi wytycznymi.