I had a very bad experience with one of their employees and the business. It began almost immediately upon contact to plan a trip. She didn't respond in a timely manner and blamed my email service, repeatedly. Yet no one else had difficulty contacting via my email. At the end the owner contacted me by email on their service and had no problem.She changed the flight times without asking me and thankfully I caught it! Her response was that she thought it would be better!! She could not or would not give me details although I repeatedly asked for clarification on the most basic travel inquiries.I finally got another agent at the business and thought he would be my agent , he answered questions and the next time I spoke to the business, I was back to the original person. It was then too late to go to another travel agency. She also quoted me a price in writing and tried to increase it later on. I spoke to the owner, he was very nice but he said he would have charged me much more for the package! Apparently, I should be grateful for poor service if it costs less!
I also specifically told this agent that the car service that she was using did not honor pick up times, she said oh this has been addressed and they will be on time. Well, we were stranded 3 hours at the airport!! Contacted Velocity, three times. NO RESPONSE!!! Additionally, this same car service provided a guide, who knew NOTHING about the site we visited. In fact I was able to tell her some of the history of the site. They changed the time of pick up on one day, while we were there, with no explanation and then proceeded to be 2 hours late, saying there was a hold up on the road. Other car services were coming in with no problem for other passengers!! The agent had also told me and I asked her several times that on the last day the car service would take our luggage to the hotel while we were at another site. The driver spoke no English and we tried to explain the issue. Finally, at the airport he found a person who explained the situation. We raced to the hotel and were told sure we will keep this but there is no guarantee that it will be secure! We made it to our destination and no one was there to meet us to go to the site. I saw a fellow traveler who had a similar looking pass and followed them! No one told us to get on the bus to site, luckily we kept following these people!! This guide was a little better but other travelers said he wasn't up to speed on the site!! Beware of this agency, because they do not respond once they have your money. No one form this agency has ever called or tried to get in touch with me in spite of my requests for assistance!!!! Terrible!!!!! When you travel, your expectation is that the agency is there to assist you, NOT THE CASE!!!!! I had to rate it one star to post---did not deserve one star! read more