Complaints

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• Initial Complaint

  Date:05/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5/6-5/17 Ghana Standard 8 day Accra-Cape-coast tour
  $2750 paid for trip and VISA,fees, taxes estimate
  Their commitment on their website africantravellersdotcom for 8 day Ghana trip provided everything listed EXCEPT, an accurate itinerary of the trip for each day. They gave us a Paper handout itinerary which still didn’t match the website. It appeared to have 10 days on it. There were 3 additional hotel stays and 2 additional hotels never listed on itinerary. One hotel had no phone in our rooms(illegal), another had no running water so we couldn’t shower, (illegal) another had hotel staff that refused to clean the rooms in between customers even after asked(health hazard, illegal) so we had obvious dirty rooms for the night and another had wiring sticking out of the bedroom walls (not sure if live or not). All restaurants taken to were over 70% out of the food on their menus. Many were sick from the meals. Welcome dinner canceled without notice to us on the first night and it was too late to search for food so many in our group had no dinner on night one. They did not provide other options after not keeping their word. Breakfast was not included everyday. I had an unpleasant exchanged about my room being doubled with a stranger without any notice to me. Owner was rude and argumentative over HIS error. Owner informed me I had plenty of time to book eVISA with him for $250 instead of informing me months before to book it myself for $60.
  No tracking or account numbers.
  Communication by email ************************** Made multiple payments over months.
  Id like a partial refund no less than half to resolve this.

  

  Business Response

  Date: 05/18/2024

  Dear *******
  Thank you for reaching out and providing your feedback regarding the tour. We appreciate the opportunity to address your concerns.
  Firstly, we would like to clarify that the trip you signed up for was a 10-day, 9-night tour from May 7th to May 16th, not an 8-day trip. The correct itinerary was attached to the links sent to you prior to your departure, which we believe may not have been thoroughly reviewed on your end.
  Regarding the room assignment, you initially booked the trip with your sister, who later canceled. This did not automatically entitle you to a single room. A few days before your travel, we sent out a list of your reservations, which indicated a double occupancy, and you confirmed that all details were correct. Upon arrival, your request for a single occupancy was beyond our initial arrangement.
  Concerning the Ghana visa application, we communicated the process and the one-month timeframe before the trip, both over the phone and through emails. The cost of the embassy visa is $160, not $60 as you mentioned. You opted for us to process the visa for you at a higher cost for expedited service. We have attached the emails and the timeline of when they were sent, including the visa communication in April. You responded and had ample time to apply through the embassy yourself but instructed us to handle the visa process for you.
  Regarding the booking confirmation, it was sent to you the day you booked. The date and time of this confirmation email, listing the details about the trip and necessary information for your cross-checks, are included in the attached email timeline.
  We understand that dining experiences in Ghana may differ from what you are accustomed to in America. Food preparation times can be longer, and this is a local aspect that we cannot alter.
  Regarding the hotel accommodations, all hotels listed were the same as those on the itinerary provided before and upon arrival. It is within our policy to change hotels if necessary; however, this did not occur on your trip. The issues you raised about hotel conditions have been noted, and we will address them with the respective hotels to ensure improvements.
  It seems there may have been a misunderstanding or miscommunication regarding several aspects of the trip. We strive to provide clear information and quality service to all our clients. While we regret that your expectations were not met, the services promised were delivered, and as such, we are unable to initiate a refund at this time.
  We value your feedback and will use it to improve our future services.
  It seems there may have been a misunderstanding or miscommunication regarding several aspects of the trip. We strive to provide clear information and quality service to all our clients. While we regret that your expectations were not met, the services promised were delivered, and as such, we are unable to initiate a refund at this time.
  We value your feedback and will use it to improve our future services.

  Customer Answer

  Date: 05/18/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  Thank you for the update. After reviewing the email I was not aware a I0 day tour was booked as that tour was more expensive and I didnt pay the 10 day tour price. A 10 day tour included a "Naming ceremony" I wanted to avoid completely so, I thought my tour was the 8 day STANDARD for the $2500 I paid. Now that you confirm it was 10 days (9 really), this tour still DID NOT follow the 10 day itinerary which includes a naming ceremony on your website. There was no naming ceremony and still all the 5 hotel visits between 4 hotels were not on it either. You have not addressed not only cancelling a "Welcome meal" and leaving the group without dinner night one, which is inhumane, but leaving us with options to eat at places out of stock of most of their menu and without enough of what was in stock to feed all of us when we placed orders.  Again, you did not fully delivery what you advertised yet you have been paid. It is inconceivable to think that one would pay for a service and not get at least the minimum. If I had self planned this,  I would have never booked any one of the resorts for the issues mentioned nor ate at restaurants with 70% of their menu out of stock. NOT all issues were mentioned just the most serious ones. Zero refund for leaving a group not properly and safely fed AND housed is absolutely not acceptable. Dirty rooms, no room phones, no running water, wires hanging from both besides are just the major issues not all issues at the resorts YOU chose and I paid 2-3 times the price in your tour.  There is no "American mindset' in paying for a service and expecting what was promised or to be treated humanely. There is no "American mindset" in the expectation to stay in a safe environment and to have food available. There weren't even other restaurants in sight to choose from. It was one stop shop or gas stations for snacks. Absolutely Unacceptable. Visit your team and please be serious. I wish to not escalate this beyond this forum but I will if need be. I am still requesting HALF of this tour paid in a refund ( no less than $1250).
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ****** ******
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 05/20/2024

  Dear *******
  
  We are deeply concerned to hear about your dissatisfaction with your recent trip. At Africa Travellers, we strive to provide high-quality, enriching experiences for all our guests, and it is disheartening to learn that you felt otherwise. We would like to address your concerns comprehensively:
  
  1. **Tour Pricing and Visa Issues:**
     Our tour packages are clearly priced separately for double occupancy and single occupancy. Hannah’s sister initially paid a deposit but later canceled, leaving Hannah in a double occupancy room. Despite the change, we did not charge Hannah the higher priced single occupancy rate to ensure her comfort.
     Regarding the visa, we communicated multiple times about the need to secure a visa in advance, starting 90 days before departure, and continued to provide reminders. Our service fee of $250 for expedited processing was clearly stated, as well as the lower embassy fee. Many guests opted for this service, while others successfully obtained their visas independently for $60. We provided ample notifications and support throughout the process, a total of ten communication attempts over text, phone call, and email.
  
  2. **Safety and Market Experience:**
     We prioritize the safety of our guests. The markets in Ghana are bustling and can be overwhelming, but they are not inherently dangerous. We provide guidance on situational awareness and ensure our groups are accompanied by staff to enhance safety and comfort. No incidents of touching or pickpocketing were reported during your visit or any visit.
  
  3. **Accommodation and Meal Arrangements:**
     We collaborate with reputable hotels and restaurants to provide a comfortable experience. The welcome dinner was adjusted to the second day to allow all tour participants to arrive and attend, but the hotel dining hall and bar were available. Each and every single tour day included a full hot breakfast, and other meals were arranged to showcase local cuisine. We regret any inconvenience caused by a one-time stop at a restaurant with menu limitations during lunch hour where only fried chicken was available. During our meal, fish became available and some participants did opt for that instead.
  
  4. **Tour Bus and Logistics:**
     Our tour buses are maintained to high standards of cleanliness. We have not received any previous complaints about odors. We will investigate this further to ensure our vehicles meet our guests' expectations.
  
  5. **Dining Options and Availability:**
     We aim to provide a variety of dining experiences, including local and international cuisines. The hotel bars/restaurants were open from 7 am to 10 pm, and food was always available. Food was never scarce, to the contrary, some guests reported receiving too much food as a local standard. We apologize if any meals did not meet your expectations. Of the 19 meal options for lunch and dinner, we ate at Papaye twice and had fried chicken once (see #3).
  
  6. **Safety at the Charleston Hotel:**
     The Charleston Hotel is a reputable establishment, and we ensure all accommodations are safe. We chose this hotel for its quality and security. We take guest safety seriously and would not place guests in an unsafe environment.
  
  7. **Itinerary and Site Visits:**
     Our itineraries are designed to offer a comprehensive experience of Ghana's rich culture and history. Any adjustments were communicated and mutually agreed upon by the GROUP to enhance the overall experience. We had a brief conversation with our group if they would like to leave the Cape Coast earlier on our beach rest day, AFTER all Cape Coast sites had been visited. The reason was to ensure that guests with earlier flight times could comfortably make their flights back home. We would not suggest skipping any activity, nor did we skip any major sites, including the Slave River and dungeons, which are integral to our tours and the cultural experience of our guests.
  
  8. **Hotel Quality and Facilities:**
     We stayed at the hotels listed on our website, and they met our standards for cleanliness and service. Rooms are thoroughly cleaned before guest arrival, and we ensure all amenities, including Wi-Fi and running water, are functional.
  
  We are sorry that your experience did not reflect the high standard we aim to offer. We hope you consider traveling to Africa again.Your feedback is valuable and will be used to improve our services.are committed to providing exceptional and memorable experiences.  

  Attached is a video of ****** confirming her room is very nice