raynatours.com

Avoid Booking with Rayna for Dubai!

Avoid Booking with Rayna for Dubai!I recently booked a package with Rayna Tours, and my experience with the "trip booking, service, and refund" process was extremely disappointing.Positives:The tour services in Dubai were generally good. Drivers were punctual, and the vehicles provided by Rayna Tours were comfortable and well-maintained. However, each journey/activity involved different cars and drivers.Negatives:Unprofessional Service Team:After I made my payment and booked the package, the sales team (especially Mr. Jay and Pankaj from the Pune office) treated me terribly. Whenever I called for updates on my schedule or tickets, I was told they were either on a break or busy with more important tasks. This happened every time I reached out. Mr. Jay, in particular, was rude and had no sense of professionalism when dealing with customers. His superior, Pankaj, was polite but had no idea about the specifics of the packages or prices his team had quoted. Pankaj often gave vague responses, such as "call back later, I'm working on it," and only finalized my itinerary 2-3 days before my flight, after I persistently chased him. Their overall attitude seemed to be "not my problem."In short, the sales team was unprofessional, lazy, and inattentive. They lacked basic knowledge about the duration of activities, which activities could be combined, and how to schedule them. I had to step in and guide them using limited information from YouTube videos. When calling, especially on the landline, the team was often rude and dismissive. I'd rate their customer service a solid 0 out of 10.Payment and Billing Issues:Rayna Tours only accepts AED, not INR, which led to additional foreign currency charges that increased my total cost by around 4%. They were not transparent about the billing process, and the price was increased even after I removed a couple of expensive activities. Mr. Jay unexpectedly changed the quotation, and when I asked for clarification, they admitted it was his mistake due to incorrect calculations.After I completed the payment, I was informed that the Wonder Bus booking I had already paid for was unavailable due to maintenance. When I requested a refund, they only returned AED 930 instead of AED 1,290, claiming that children under 3 are free, despite their website stating that there is a charge for kids. They did not provide a breakdown of activity costs and used this to their advantage when deciding on the refund amount.The entire process was mentally exhausting, with me having to follow up with Pankaj for weeks. He made empty promises and missed deadlines. After a month of follow-ups, he finally refunded me AED 930.Conclusion:The entire experience was extremely frustrating and felt like I was begging for my own money. Mr. Jay, who has since left Rayna Tours, should have been fired much earlier. In one phone call, he even threatened me, saying, "Stay quiet, or it will backfire on you."For a smooth and stress-free trip, avoid Rayna Tours at all costs. Don’t fall for their trap.Tip:Consider booking directly through websites like Headout or Klook and use Careem taxis on your own. This will give you full control of your trip and avoid dealing with unprofessional companies like Rayna Tours. I made this mistake, but you don’t have to.

Date of experience: Nov 13, 2024