We booked a 3-night Komodo boat trip. Shortly before departure, a significant earthquake hit the area, followed by a tsunami warning and official advice to avoid coastal areas. Our hotel in Labuan Bajo also cancelled our booking because the room had been damaged. In these circumstances, we did not consider it reasonable or safe to board a boat for three nights. What happened afterwards was even more disappointing. They confirmed in writing that they would reimburse us 50%. Just a few hours later, they withdrew that agreement because they couldn’t recover the money from the boat operator. That is their relationship with their supplier — not ours. To make matters worse, they then sent us terms and conditions we had NEVER seen, received, or signed when booking, and used those terms to refuse the reimbursement. We ultimately lost €600+. They are happy to take your money upfront, but when an exceptional situation occurs, the responsibility suddenly becomes someone else’s problem. Even worse, their customer service is extremely unprofessional — they make agreements with customers, leading people to make decisions and reroute their travel plans based on those commitments, only to later withdraw them and claim there were no guarantees. There is simply no respect for the agreements they make with their customers. Lesson learned: this is not a proper business and don’t consider trustworthy or professional. Be very careful, and don’t assume that what is agreed with you will actually be honoured.
Thank you so much to spam the review while you have no idea what have you booked
