Reviews

Review Details

• Review fromBen H

  Date: 07/03/2023

  1 star
  **** ****** ****** ** ******* ******* * ***** **** **** ***** ******* **** ******** they will modify your travel requirements last minute to make sure the majority of people can't attend, then offer a refund with a 50% cancellation fee tacked on. I've been waiting for hear from a supervisor for 2 weeks and the customer service reps say it could be several more weeks before I hear from anyone. **** ** ******* * *****

• Review fromMichael M

  Date: 03/03/2023

  1 star
  I tried to reach a UTO Customer Service agent by phone, but when I was placed on hold for half an hour, I decided to use the UTO website chat option instead.
  I asked for a refund of the total amount that I had paid to UTO since no services were provided by UTO. It is an international business standard that when a company offers goods or services that the company, for ANY reason, cannot provide, the customer can receive a full refund of monies paid to the seller. UTO's Customer Service agent tells me that I can only receive half of my money back. Of course, UTO cannot be blamed for the COVID conditions in China. But that is no reason why the customer should pay for UTO cancelling the trip.
  As I explained on-line, the special Black Friday offerings were too good to pass up. They included pick-up and drop-off from the airport, a trip extension to 10 days, and the breakfast buffet for the length of the trip. These benefits are not provided with any other UTO tour.
  I also explained that the dates that I had requested were important to me and that I have already traveled to all of the other countries to which UTO offers trips and that "credit" was not a reasonable solution to the problem.
  During my on-line chat, the agent told me that a UTO manager would be contacting me in the next three days to discuss my refund issues. No one from UTO has called me.
  I would still like to receive a refund instead of "credit."
  Please provide justification for charging me a fee for the **** which was not provided and the tour itself, which was not provided.

• Review fromRose B

  Date: 28/02/2023

  1 star
  What started as a trip to China in Oct of 22 (Covid), was changed to a trip to Greece in April of 2022. When that trip got cancelled by UTO it was rebooked to April of 2023. Final payment has been made. UTO is now wanting over $500 pp as a late fee as gratuities have not been paid. Our trip is scheduled in 6 weeks times and UTO has notified us our trip is being cancelled. According to the web site at time of booking tipping is payable to the tour guide on the 1st day of arrival in cash (which is what we chose and UTO is aware of ) or can be paid by credit card before departure. The web site has since been changed to state tipping is required and payable by credit card before departure. We have agreed to pay gratuities prior to departure but UTO is requiring the $500+ late fee per person also before we can proceed with our trip. My attempt to be contacted by management (5 weeks) has been futile. Our scheduled trip is only 6 weeks out. Any assistance available would be appreciated. Due to my personal experience with this company, how are they allowed to continue to do business like this.

• Review fromDawn R.

  Date: 21/02/2023

  1 star
  We have not traveled yet but I am not impressed. We leave in less that 60 days to Barcelona and they won’t give me my travel information. I need to book our flights to New York to and back since that’s where they have us traveling from. I was initially told I could get the information 60 days out and now they are telling me their policy has changed and I can only get it 30 days out. If I could just get a refund I would. I’m concerned about the customer service (or lack of) while we are actually traveling!

• Review fromMarie J.

  Date: 11/02/2023

  1 star
  Booked a trip in 2021 to Japan, but it was postponed due to Covid restrictions. When asked for a full refund they said they e-mailed with an offer for the following year but I never never received it. Instead they made that refund into a credit. This year I paid for trip that was more than the first package.
  In December asked to do a possible name change, and called to do a reschedule as I purchased the Assurance Program they offer which states that up to 90 days before departure they can do a rebooking. I was within those 90 days. The agent who e-mailed back was vague and didn’t offer help. No calls went through, no emails back to help with the reschedule. When using the online voice chat I was met with no one, until I got into contact with someone who didn’t assist any further.
  At this point I filed a dispute due to no one answering, and no responses through email, and the customer service was unsatisfactory. After nearly a month, the company only called back to back because of the dispute they received. They then stated I was in the wrong, stating that I read the UTO Assurance Program wrong and it was not guaranteed. Which doesn’t make sense, and shouldn’t be something offered at time of purchase if they can’t follow through with their own terms and conditions. The agent also kept telling me to cancel all disputes “or else”.
  2/8/23 After the call, in which I was not satisfied with, I noticed they changed their Terms and Conditions of the UTO Assurance Policy to keep themselves safe. I have screen shots prior to that change. They also didn’t notify their customers of this change like most other companies do.

• Review fromMelissa B.

  Date: 08/02/2023

  1 star
  We booked to China in 2020 and Covid hit. We rebooked for the following year, same issue. We changed to Europe for April of this year(2023) and my mother is too frail to travel now. My sister was going to stay home to care for her. We decided to see if we could change names and add my son and daughter in law. They didn’t respond for a very long time. We finally got hold of them and were told it is too late and we’ll be charged $1200 cancellation fee, plus 1/2 the trip for each person. ******** ******** 

• Review fromTalesia B

  Date: 03/02/2023

  1 star
  *** * ***** ** **** **** * * *******.I booked a China/Thailand trip on 0624/22 to go in Mach of 2023. Due to Covid Restrictions they cancelled our trip. Then we received emails stating China had opened up but we would need to get a nuclei test...they did not specify its a PCR test. So I stated I still wanted to go, However still wanted speak to a rep. No response! After calling for months on end to check the status. I contacted them online today..they stated that they sent a Covid Waiver and I didnt submit it so my family had been removed from the Travel List. I'm so disappointed in the company. *** ** * ***** *** ****** ******* *** *** ****** ***** **** **** **** * **** **** *****

• Review fromEmmanuel V

  Date: 27/01/2023

  1 star
  *** ******** *** **** ******** ***** *** ********* They will offer tours that will never happen and will refuse to refund.

• Review fromSTEPHANIE B

  Date: 27/12/2022

  1 star
  Our extended family all purchased a 10 trip to China but then Covid happened so they canceled the trip and said we could use it in it the future but every trip we have tried to use it for they say it doesn’t count. The trip was $300 each but they’ll only let us use it on trips that are over $1000!!

• Review fromCurt B.

  Date: 01/12/2022

  1 star
  Very unreliable company. We had booked a trip to China for Oct 2022 and they never sent us airline tickets, and never notified us that the trip was canceled. We requested a refund and they said no refunds per their contract. However, their contract said they would send airline tickets one month before departure. And since they did not send them, they are in default of their own contract between us. We demand our money back immediately, as we would never us this company again, and do not want a credit. We gave them a deadline of Dec. 31, 2022 to receive the refund. If we do not receive it we will escalate this to Ontario licensing authorities. I will repost the outcome in January 2023. ***** *** **** ******** **** *** ***** ******** **** ********* *** *** ********** **** *