I’d booked onto the 13 day Sparkling Chardonnay package to end my month long trip around the east coast as it covered lots of things I wanted to and had heard good things about the company. I had to book it a couple of months ago so I could make sure I got a reasonably cheap flight back home to Perth in a flight sale. About a week ago I realised when checking through the itinerary (which was sent a couple of weeks after I booked – so had already had sorted the flight) that there was a break in the 13 days – making the trip actually 14 days despite it saying NO WHERE on the site or when booking - and so wouldn’t meet my flight out of Alice on time and have had to pay $200 to change to a day later – so I decided to cancel the trip. Called and was begrudgingly offered a refund after being told repeatedly there were breaks in a trip (understood perfectly but just would have liked to have been told before). Queried as there were mentions of the third party booking site retaining a fee – but was reassured that I would be refunded in full.
Week later – still no refund so called the company back and it seemed my refund hadn’t been processed and was told it would be done now. Bit late as I’d being expecting the money sooner and have had to book various things on my UK cards at an extra cost with bank charges but anyway. Was not pleased at all however to be called back and told that the third party would be retaining 5% (of over $1500…) and I’d been told falsely that the money would be returned in full. If I’d cancelled the trip out of choice I would have accepted it, but I feel it is unfair to have been passed along this charge when this problem arose because Groovy Grape’s website was misleading and the significant delay of the refund is forcing me to use UK accounts rather that my Australian at an extra cost. Was really looking forward to the trip and I am so disappointed I had to change my plans completely and have lost money due to something that could have been prevented by such a simple note on the website when booking.
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