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Business Profile

Travel Agency

Bentley Hedges Travel Service
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint type

  • Initial Complaint

    Date:10/04/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    On 9/30/2024 my wife ******, myself and in laws went to Bentlely Hedges Travel to talk to ***** ****** about a 9 day ****** train trip to D.C.. I explained to ***** about being a insulin diabetic, I need refrigeration-ice, dry ice. She couldn't give me a straight answer. I have had 2 360 back surgeries and 5 herniated disks in my back + bouts of pancreatitis. My wife called ****** but the answers about refrigeration(for insulin)were not completely spelled out. On 10/03/2024 my wife ****** called ***** and explained they were too many unknowns/undecideds that ***** and ****** couldn't answer for my health issues, so we cancelled the trip. ***** stated there wasn't any confrimations yet.On 10/03/2024 ***(sister-in-law) wet to Bentley Hedges to confirm their trip on ******(to see *****)***** stated there wasn't any confirmations yet, my sister-in-law *** said to *****, call ******, ***** stated ****** **** was off that day. This is a PATHETIC FIASCO, ***** stated she wasn't sure of the charges YET-this a CIRCUS. Cancelled the trip, but ***** or Bentley Hedges can't give us an answer

    Business Response

    Date: 10/21/2024

    Dear Mr. ******************** you for bringing to our attention your comments regarding your experience when trying to confirm your ******/RailBookers vacation to ************* with our agent ***** ***** during the week of September 30.  Your complaint was forwarded to us from the Better Business Bureau and we want to address your concerns.

    Your tour was requested on Monday, September 30 for travel beginning on September 29, 2025 with hotel accommodations in ************* at the ****************** for your four night stay.  Unfortunately, since your travel date was a year in advance, the hotel had to be requested and the confirmation process took several days (almost two weeks) for us to receive a reply from ******/RailBookers.   

    I understand your plans had changed since the initial request and you cancelled the reservations for you and ******, and ****** and **** **** are still traveling. 

    I sincerely apologize for the delay for ******/RailBookers to process the request to be confirmed.  This type of lengthy delay is not the norm however, there may have been extenuating circumstances on the part of ****************** and/or the ****************** in **********, *** Perhaps since travel was a year away, their reply was delayed.  ***** was continually following up with ******/RailBookers to get the confirmation accomplished.

    Please know that we do care about your experience with our agency and that we hope to assist you with your future travel plans.  Please contact me or ****** *********, Manager (*********************************************************************)if you have any questions or comments.

    Thank you so much!  *****

    Customer Answer

    Date: 10/25/2024

     
    Complaint: 22380267

    I am rejecting this response because:

    Sincerely,

    ****** ******  Nothing in this response but bogus word salad, 1 star rating on ******

    Business Response

    Date: 10/28/2024

    I understand Mr. ****** is not happy with the response we received from Railbookers/*******  When working with a third party to confirm reservations we are not in control of their response time.  Most generally, reservation requests are confirmed immediately or within 24 hours, depending on the supplier involved.  In this instance, we received confirmation within one week of the request for travel commencing one year later, in August 2025.  The clients were advised immediately but Mr. ****** and his companion had decided not to travel as originally planned.

    Also, the Management of Bentley Hedges Travel was not aware of any complaint or problems arising from this reservation or we would have responded to the client immediately to alleviate any misunderstanding.  Our first notification was from the BBB on October 16, 2024.  Our apologies to Mr. ****** for his inconvenience.  We would be happy to discuss this further with Mr. ******* if there is any way to rectify his opinion of our company.   

Bentley Hedges Travel Service is BBB Accredited.

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