Sometimes as a tour operator we have to cancel trips based on weather, accommodation availability and minimum numbers. This was a trip where I received over 10 emails trying to find a solution for this customer based on all the elements going against us. The only way to make the final trip happen was to offer camping as an alternative to our usual hostel options. (which was exhausted).
Leading into the trip I received 2 separate phone calls from 4 girls who were part of the group trying to cancel within 24 hours notice (leaving a group of 2 people wanting to travel). Based on the group not communicating with each other and confirming their attendance I decided to cancel the trip. I then called Kristen W to inform her however she did not answer her phone so I emailed her (Kristen I can provide these emails for you if you like) to notify her that these 4 girls didn't want to travel and I would cancel the trip and provide a full refund (which is also not part of our terms & in favour of the customer).
I believe the communication should have been better between the group and Kristen which has left her feeling upset the trip didn't happen. Unfortunately Banana Life receives the one and only bad review here which I am trying to put right. In the end we were just a small tour company trying it's best to offer a unique experience to budget conscious travellers.
Fortunately, we are now one of Queensland's leading corporate events company with fantastic 5 star reviews and solid partnerships with top tourist providers. A position only achieved through fantastic communication and service.
Regards,
Jonny Marshall
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