I have to say that I have not joined this company on any of their tours because I could not contact them to make a booking. I do not know if mine was a one-off case based on the multiple awesome reviews that they have received thus far on tripadvisor.
I bought a voucher on a coupon site for a 4WD tour at a discounted price. Vouchers bought at coupon sites are usually promotions held by different restaurants/merchants etc and thus far I had not had trouble with any of the shops/tours that were having this type of promotions. It was stated that the minimum for the tour was 2. Having bought the voucher for one, I decided to drop Glenstrae an enquiry email on their website to find out when they were next bringing out a tour, so I could join the tour. No reply. Called their contact number on their website and was informed that there would not be any tour in the coming 2 weeks (as it was late winter and early spring, hence low season). I asked if they could inform me when there was a booking for a tour, as there was an expiry date for my voucher. It did not make sense for me to contact them every other day and surely there were the others who bought the voucher also needed to make bookings in order to use their vouchers? They said it was not possible and that I would have to check with them again. Fine.
A week later, I sent them another enquiry email to check if they were running any tours for the following weeks and as expected, still no reply. I called their contact number on their website, but was transferred to the voice mailbox instead. I then requested help from the coupon site to assist me in getting Glenstrae to contact me. To cut the long story short, I received no calls from Glenstrae regardless.
The lack of response to the enquiry emails that I sent showed how much Glenstrae values businesses brought by these coupon sites. It gives me the impression that because the payment has been done in advance, we can be ignored. Based on the good reviews on tripadvisor, I am also led to think that I was ignored because I bought the tour at a promotion price. If Glenstrae did not wish to provide any services on the promotion price, they should not have promoted their business on a coupon site. A business that IGNORES their clients because the prices paid for the tour was lower than the actual price is EXTREMELY UNPROFESSIONAL.
Whatever the reason, never again will I patronize them. Think twice before accepting a promotion from this company and always call if you need to contact them. I wouldn't waste my time dropping them any enquiries on their website. I would rather have gone on the tour and get bad service, than pay to get ignored.
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