As a long-time loyal customer who has referred many people to the company, I am deeply frustrated by my recent experience. Despite generating significant revenue through referrals, I can confidently say I will never use this service again and will advise my network to steer clear. We planned and paid for a family trip for 12 people nine months in advance. Although the visas were issued just days before our travel, one visa could not be processed despite the passenger holding a British passport, and they refused to issue a refund. Upon arriving at our hotel after a long flight with seven children aged 2 to 8, we were informed that we had no hotel reservation. Contacting the company was incredibly challenging; when we finally reached someone, their responses were unhelpful. We spent 4-5 hours in the hotel lobby in Ihraam, only to be told we needed to pay for a night ourselves, which I refused, knowing they would not reimburse me. After hours of waiting, they instructed us to move to another hotel, which was a 30-minute drive away from our original destination. Given the situation and the exhaustion of our children, we reluctantly agreed. However, we faced further delays in transportation because the transport company claimed the service had not been paid for. After more waiting, we finally arrived at the new hotel. The company assured us our original hotel would be sorted out by the next day, but that promise was empty. We faced the same frustrating cycle of messaging and waiting hours for a response. Upon returning to the original hotel, we were told we had a booking for just one night. Exhausted, we checked in, planning to resolve the issue later. The next day, after more chasing, they extended our stay. I have left out many details to keep this brief, but after booking so far in advance and spending nearly 20k, I expected much better service. This isn’t the first time my family has encountered similar issues with the company. I have lost my loyalty to this service and strongly recommend avoiding it. It’s better to invest in a reputable company than to face such stress and difficulty, especially when traveling with young children.
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