Rocky MountaineerRecenzje 

Buyer Beware !
This company has zero customer relation skills and is unethical at best.
A group of 6 paid them over $30K back in 2019 for travel in 2020. They cancelled, immediately changed their Terms and Conditions, and refused refunds. They instead only offered to hold our money in credit to rebook at a later date.
Of an extensive itinerary using both larger and smaller family owned businesses in our itinerary, this was the ONLY one who refused to refund payments.

Their product offerings are now of lesser quality and experience, so even if you rebook, you don't get what your originally paid for, and the cheeky mongrels even expect you to pay more for their new tours and receive less than what we originally paid for. DON'T BOOK THEM UNDER ANY CIRCUMSTANCES, and make sure you read all the reviews about their unscrupulous behaviour, and lack of care for their customers.

We went from Jasper to Vancouver with overnight stop in Kamloops. Very expensive Silver Leaf package to start with but as a one off we chose to pay several hundred pounds more to upgrade to Gold as some people had said they regretted not doing so. Not worth it. The ‘better views’ they describe are not. The viewing platforms throughout the train provide perfectly good views combined with what you see from your seat and because the train is lower in Silver than Gold you have more chance of seeing wildlife. The extra money also pays for bottomless drinks - but you can only drink so much and their drinks service is slow - even stops near lunch time- so it is difficult to drink that amount of alcohol even at their prices!
The Sandman Signature Hotel is used as the upgrade. They and travel agent, Canadian Affair, messed up the hotel booking for us and I ended up in a poor quality room with broken furniture and faulty lighting. Several rooms had no air con and there was a problem in the kitchen that meant the restaurant was closed. Not worth the several hundred pounds in upgrade.
Having said that - journey wonderful. Scenery wonderful.
Food on board amazing. Chefs and restaurant team fantastic.

Looked forward to trip since 2019.Stunning scenery but shambolic organisation by Rocky Mountaineer.Arrived at Vancouver hotel after cruise @ 9am,told no room access until 3pm.When we returned we had 4hour wait with only tea,coffee & cookie available until finally room access @ 7pm! We were unable to visit parts of city we had planned to due to complete shambles of room check in.RM- Day 1 scenery great,service & train staff v good but numerous delays on rail line meant late arrival at hotel.Not hotel standard we expected as not even safe in room.Day 2 amazing scenery, train staff friendly & efficient.Major incident in kitchen whilst dining resulted in fire suppressant vapour in dining car,total loss of lighting& dining passengers moved to outdoor view area still whilst inside tunnel.Severe track delays & lack of transport to hotel at station meant midnight hotel arrival.Trip relies on natural beauty & good staff not organisation or prior planning. Unable to see either Kamloops or Banff in own time as no time due to excessive delays. Coach trip to Calgary & Stampede days were great. Breakfast at Calgary Hyatt just about adequate - take own tea bags as they run out every day!

This is not the luxury trip you thought it was - Gold coaches are modern and staff are friendly. Drinks quality is poor, food adequate at best. Service patchy. One hotel was awful. Expensive. No after car experience - still awaiting reply to 2 messages.

The whole trip was awesome right until we arrived back into Vancouver. We stayed at the Sutton Place hotel when we came in before the trip and it is a great property and great staff. Upon our return they put us in the Pan Pacific Hotel and our experience was downright terrible. It is NOT a luxury Hotel. When we checked in it took almost 2 hours as there were 80 plus people trying to check in at the same time and they had 2 yes 2 people at check in. Then the next day we were going to Victoria via the ferry and Rocky Mountaineer made us walk to another hotel with all our luggage to catch the shuttle. I tried to call Rocky Mountaineer customer service but of course they were closed.What a terrible experience that ruined a great trip.

It is sad to say but we definitely did not experience the 'Wow' factor with the Rocky Mountaineer as expected.

We were celebrating our 30th wedding Anniversary and we wanted it to be somewhat special.

On boarding we were on the first coach and Tyler was the main guy who was in charge. He was extremely pleasant, professional and courteous to all guests. But this was not the case with the 2 females who were also involved in serving the coach. During lunch on both days my husband requested whisky since he does not drink wine. They were not very happy about it but took their time and served him the whiskey. I was drinking wine both days. Everyone else on the dining cart was offered a refill of wine and drinks but both days we were completely ignored though our glasses were empty. Was it that my husband wanted whiskey or is it something else??? like the colour of my skin???
Again when serving cocktails we found Tyler did a very good job. Once the women took over while he was on his break the cocktails they served us were completely diluted. We asked for fresh cocktails when Tyler returned and he made them as it should be and were good.

On first day in Kamloops the whole town was closed on a Monday, so we were forced to have something to eat in the Delta hotel restaurant. We had to carry our own luggage down the stairs early next morning! Because both lifts were completely packed and busy. It was chaotic and not a good start to the day. We were informed before, that all luggage will be in our rooms in the specific hotels in the nights and in the morning they will be collected by your staff.

On the second night in Banff we arrived after the long journey of 16hours, after 10.30 pm and by the time we were allocated to our room, the restaurant and bar both had already closed. So that night we had no food at all.
We were all handed some boxes which contained a few snacks!! Is that your way of compensating for a meal? Surely you could have provided an alternative meal when you knew this was going to be so late?

According to the lodge this was a common occurrence (the late arrival) and Rocky Mountaineer could prior arrange with these lodges to open the facilities late for guests which you do not do. What a shame!

The worse was yet to come on day 3! The tour from Banff to Calgary was fine. At the end we were to stay at the Delta Marriot in Calgary, and when the coach stopped because there was another coach at the entrance the driver asked ask to go in and our luggage will be brought to the room. At 5 pm only 3 bags out of 4 was available. The front desk manager phoned your company at 6pm and explained the situation. We remembered the last hotel the passengers got out before ours. The manager then contacted the hotel and were told there were no bags. He then again contacted the Rocky Mountaineer at this time your staff were blaming the coach company. We had all valuables in this case and the next day early in the morning we had to leave for our flight to Calgary airport. We were so upset but the Marriot manager and staff were very helpful. My husband had to phone the Calgary police who wanted us to report a crime online. At that point
At 8.15 pm I decided to speak to your team and the Marriot front desk manager connected the line.
I spoke to your staff not very sure if I got the name correct at that stressful moment. Think it was Keyzinia??? We looked into the system and there was no case reference and she said it is 28076.

We were extremely disappointed with the Rocky mountaineer representative . Explained to her there were only 3 hotels where passengers were dropped off by the coach and if she had contacted them all? Obvious answer was NO. Honestly this could have been done at 6pm when the Marriott manager called in to you.

Then I think she got the message through and within 10 minutes managed to locate the bag and this was sent to us at 10 pm. What a saga?
UpToDate we have not had a single apology!

You are charging thousands of pounds from passengers and your customer service was nil at the time of need. If it wasn't for us prodding your customer service team we would have to come back home without the bag.

Before you spend a penny for a trip on the Rocky Mountaineer please be sure to read their Terms. Any monies paid for a reservation will NOT be returned—not even if you change your mind an hour later, if COVID shuts the Canadian border down, if an avalanche covers the tracks, if you become hospitalized, if you have a death in the family, if you die. Their paragraph 12 spells it out very clearly and any attempt to cancel the reservation will result in a terse message attesting to their policy.
Their trip has been on my bucket list for all of my 87 years. My failure to read their Terms cost me $2853.89 although I acted long before an anticipated May trip. Don’t repeat my mistake as you will be subject to the greatest train robbery in existence.

Rocky Mountaineer have turned into nothing but train robbers during the pandemic. They changed their terms and conditions during the pandemic which previously stated under their Cancellation section 'if they cancel a tour for any reason they will repay the deposit or charges for the tour.' Popycock! Hundreds and probably thousands of people are fighting to rightfully receive refunds. They pushed travel vouchers onto everyone with terms and conditions and expiry dates that keep moving due to the ongoing pandemic. How can they be trusted with travel vouchers when they change their terms and conditions at their will. They are ignoring consumer law and withholding hundreds of thousands of dollars that do not legally belong to them. If they gave us our money back, we wouldn't hesitate to rebook at a time that suits us but instead we are left with a foul taste in our mouths which reoccurs every time we hear something about Canada. PLEASE ALL AUSSIES BEWARE. Stay away from the Rocky Mountaineer Train Robbers. They are nothing but fraudsters. If we do not receive a full refund, we will never set foot in Canada and are warning all friends and friends of friends to spread the word. I ask that you also spread the word and inform all of your friends too.

We purchased the trip called Journey through the Clouds. The train trip from Vancouver to Jasper was a great train ride with excellent service, great views and vert good food. The first part of the trip was very enjoyable and worth every penny. But after getting off the train it all started downhill starting with Marmot Motel which was a dump. The trip was not worth the money after that. Would recommend renting a vehicle in Jasper, and finishing the trip on your own. The bus ride from Jasper was comfortable but every stop from there to Calgary was a timed event. Older people who worked there whole life do not enjoy a trip with everything being on a time schedule. Plan your trip ending no later than September 20th because after that everything in Banff starts closing down.

I have been fighting this company on behalf of my clients for over a year, being a travel agent, but they are not budging. Taking money from people for a product/service, then cancelling/not delivering product/service amounts to theft. Canadian consumer protection government organizations just turn blind eye, and are implicitly endorsing such theft. I would never again recommend booking your travel with any travel suppliers, airlines based in Canada. Buyer beware!

Refuse to refund money to customers when trip is cancelled .

I would give a ZERO (0) if I could. I booked a Trip with Rocky Mountaineer in July 2019, paid in full December 2019, for a trip that was scheduled for June 2020. Rocky Mountaineer refused to provide a refund on a trip they cancelled. The words change from rescheduled to an unknown date, to suspended for an unknown period. Yet Rocky Mountaineer offered me a credit for an unknow time, and also an unknown trip. It wasn't going to be a ski trip, that is why I picked JUNE. The Terms and Conditions from 2019. 2019 Terms and conditions

Part of 11. Cancellation by Rocky Mountaineer

Rocky Mountaineer may, in its sole discretion, cancel a tour or portion of a tour at any time, prior to departure. In that event, Rocky Mountaineer will repay the deposit or charges far the tour or. where appropriate , a reasonable pro rata share thereof. In the event of cancellation of a tour in progress, Rocky Mountaineer may select and make available alternative return transportation by bus or other means from the point of cancellation to the location where the cancelled tour was scheduled to conclude, or the place of its commencement, and reasonable accommodation (if any) required in the course of that return transportation. In no circumstances will Rocky Mountaineer be liable to provide or pay for any further payment, compensation, transportation, or accommodation including (without restriction) further transportation to your home or any other location. Except as specifically provided in this paragraph, the cancellation of a tour or portion of a tour by Rocky Mountaineer will be subject to the limitation of liability contained in section 8 of this Agreement.

Those terms show that RM would provide a full refund if they cancel a trip. They give percentages of trip refunds if I cancel the trip. The bottom line is that I, along with many others, paid for a service. It was a Rail trip on a specific time and place. Rocky Mountaineer did not provide the service. I resent the fact that RM wanted to decide for me, when I should take a trip. I paid it is my trip. Rocky Mountaineer blames covid, well I also am affected by the pandemic. The whole RM brochure is full of the words SERVICE. Rocky Mountaineer is NOT PROVIDING THE SERVICE THAT WAS PAID FOR.

I booked a trip with Rocky Mountaineer (RM) in mid 2019. At that time the terms and conditions stated that if RM had to cancel a refund would be issued. That is exactly what happened a year later and they refused my refund stating a change in the terms as of March 2020. All of my other trips with different vendors were also cancelled, but all of the vendors refunded my money. I will not book with Rocky Mountain again. There other companies that offer a similar experience with what appears to be better customer service. Please do your due diligence before you put money down.

Rocky Mountaineer have refused refunds to thousands of travelers including the terminally ill, disabled and elderly. They unilaterally changed their T&Cs after the onset of Coronavirus from an 80% refund to a Zero refund.
Do not give this company any of your hard earned money. Join the Facebook page Rocky Mountains Train Rorts if you have been affected by these thieves.

Rocky Mountaineer cancelled our train journey and then refused to give a refund, hiding behind contract conditions they unilaterally changed after Covid hit. Their offer of a credit for future travel is worthless to us as we have no intention of travelling to Canada in the next few years. Disgraceful company that deserves to go out of business, but will probably survive with a combination of taxpayer subsidies and holding on to funds from customers who had the misfortune to book with them. There are far better options for visiting the magnificent Rockies than giving your money to this company.

It seems Rocky Mountaineer is proving itself incapable of having any feeling for its customers.   They will not refund the hard earned money paid to them in good faith even after covid has hit and Rocky Mountaineer travel was cancelled.  I will never recommend RM after a debacle with the train breakdown after leaving Vancouver several years ago. 1 hour out of Vancouver and we were left stranded till about 7 or 8pm and then loaded into buses in the rain and taken on a hair raising trip to Kamloops.   We were then offered sandwiches,  this was the first food since given lunch on the train.  We were only offered lollies and nuts and a few drinks (hostess didn't come around very often with drink offers).  Next day we were to leave at 9am but after many delays got onto the train after 12pm.  We had about 6 hours of daytime scenery then night fell and we arrived in Jasper about 11pm.  They offered us another trip but we are from Australia and unlikely to return within the 2 year timeframe.   So they offered $700 out of approx A$ 2,500 paid for the trip.  Needless to say we were very unimpressed with RM. I would NEVER recommend this company.

Didn’t get to travel on our booked excursion Aug 2020 when Rocky Mountaineer cancelled the full 2020 seasons excursions. Their offer for future credits not refunds for these cancellations despite the terms and conditions applicable at our time of booking is anything but five star. Shame on you Rocky Mountaineer

We booked this trip in July 2019, so have been looking forward to it for some time. It was cancelled due to the Coronavirus pandemic.
We paid a deposit of £507, but even though the company cancelled the trip, they are refusing to refund our deposit.
Given the financial impact of the pandemic on us, as individuals, we have no way of knowing if, or when, we will be able to travel again, so a voucher for future travel is no use to us and we really need our money back.
There has been no problem getting refunds from car hire firms and for accommodation. They are suffering losses in the same way, so why does Rocky Mountaineer think the cost should fall on the customer, not the company?
We will never know how good or bad the trip would have been, but feel disappointed and angry that the Rocky Mountaineer company could profit from the global pandemic by holding on to our money. Where will this money go? Not just for us, but for many more customers who accept vouchers now, but will never make the trip?
I would advise people to consider this very carefully before paying large deposits in the future. We certainly will!

Rocky Mountaineer has horrible business practices
They declare a Force Majeur that has suspended travel trips costing every traveler many thousands of dollars
Now they refuse refunds of these monies to all of us and additionally may be receiving fund support for their disrupted business from the Canadian government
While we continue to fight for refunds we warn others who may be comtemplating booking a trip with this company to walk away before they too are caught up in a dishonest company!

Extremely disappointed in Rocky Mountaineer they are stealing hard earnest cash from people who have booked with them in good faith. Like many we were trapped between a rock and hard place when Covid hit. If we didn't cancel our trip we stood to loose a lot of money and yet we could neither leave Australia or enter Canada. We have had to accept 80% refund when it should be 100% as subsequently RM cancelled the trip themselves.There is no way we can travel in the 2 years unless there is a vaccine as we are at risk and will not get insurance. RM have damaged their reputation badly by acting this way.