APT River Cruises & Tours
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A wonderful experience but a disappointing end....
This was an amazing experience for us as first time River Cruisers and we certainly were not disappointed. Everything was 5 star until the last evening when we were presented with a bill of just over 500 euros which was 200 euros over what we knew we had spent on extras. There were 9 items in total which were not incurred by us, one being a trip to Salzburg, an extra trip to the concert in Vienna, laundry, drinks etc. It was a this moment things went more than a little sour as the Tour Manager was adamant that we had been on the Salzburg trip. On checking his paperwork he realised we had not been on the trip, and also that they had charged us twice for the Vienna concert. We had never used the laundry service, and there were drinks we had never ordered. It was fortunate that we had kept all our bar receipts. What was so galling was that even after they realised that the mistakes were all down them, they never once offered us an apology. As a result of this altercation, I missed the evening cruise viewing the lights of Budapest, and sadly it left a very bitter taste in my mouth as a result of their attitude. It would be wrong for us not to give our trip 5 stars as everything else was way beyond our expectations, but they do need to improve their customer service approach in situations like we experienced. All staff members deserve praise but we must mention Rohan who served at our table for most of trip. A truly exceptional young man, amazingly attentive, so thank you Rohan!