Review Time
Overall, the experience was good and I would book with them again. However, they need to be clearer with the information provided.
The trip to Malaysia (Kuala Lumpur and Kuala Dungun) was well organized overall. The hotels were both clean and safe; however, the one in Kuala Lumpur was not very quiet and not very well located. The pool was really small, but it worked out for us since the main purpose of the trip was Kuala Dungun and the resort—and that’s where the disappointment comes in.
I would recommend booking this trip after March 1st, as you are not allowed to swim in the ocean before then. Considering that you travel four hours from Kuala Lumpur and about 13 hours from Italy, not being able to swim, dive, or snorkel is far from ideal. Had I known this in advance, I would have booked somewhere else.
Poor experience made even worse by the lack of customer satisfaction and zero absolutely ZERO appetite for any form of service recovery. Despite being told by "Carl" if be contacted - reached out to even.
Nope not a joy of effort made. Awful
According to Carl at VP- yet radio silence since
Reply from Voyage Prive
Jan 30, 2026
Hello Robert,
We’re sorry to hear about this and can understand why the situation has left you feeling disappointed. Planning a trip like this should feel exciting, not stressful.
What you’ve described doesn’t reflect how we want to support our members, and we’d like the chance to review your booking properly. A member of our team will be in touch with you directly to go through the details and clarify the all-inclusive arrangements across both hotels.
Thank you for taking the time to share your feedback.
Best regards,
Carl and the Voyage Privé Team
After admiring the fantastic deals on the platform for some time, I finally decided to book a trip to Venice last year. I was genuinely impressed with the service. I faced a minor issue with the hotel before my departure, but the support team resolved it incredibly quickly. Everything went smoothly, saving me a lot of trouble. The hotel was excellent and conveniently located, and the flight times were ideal. I will definitely be booking again!
I booked two separate trips for a holiday to Thailand in October, paying over £2000 in deposits. I confirmed the names and dates carefully. However, the booking confirmations omitted the last two letters of the last passenger's surnames. I contacted the company immediately, but it took a week to respond, only to say it would cost an additional £1000 each due to reissuing flight tickets. I’ve been calling and emailing, receiving rude responses that unless I prove I didn't make the errors, they won't assist. To cancel, I’ll need to pay them more! This situation is incredibly upsetting and stressful, especially when this holiday is meant to be a much-anticipated family break after a challenging year. The airline would make this simple change for free, but they can’t assist until 96 hours before travel, and the company states that the flight booking details are confidential. Managers don’t speak to customers, and I’m tired of getting impolite responses.
I've been able to reach customer service quickly during my three calls, which is a positive aspect. However, none of these calls have led to any resolution, and I’m scheduled to fly to Egypt next week. They can't provide the names of my hotels or the cruise ship. The itinerary had the wrong airport listed initially, but now it correctly shows Cairo instead of Texas. Still, my flight is into Sphinx airport, not Cairo International as indicated. It states I’ll be picked up from Cairo International; if there’s no transfer at Sphinx, I need to know which hotel to reach. On my last call, the agent suggested I might not know until I arrive and blamed the company's partners in Egypt. Yet, it's the company I’ve paid that I need answers from. None of the representatives have followed up with me.
I’m worried this was the worst decision to book with them. I wish I had read reviews beforehand since they have no customer service. I tried the chat function that claimed a 2-3 minute wait, but after 45 minutes, I still had no response. I found a number to call, and while the person answered my questions, they were not very understanding about the wait. I attempted to book an optional trip included in their pre-sale info and confirmation email, but was told the itinerary is subject to change. I understand changes can happen, but nothing should alter a month in advance. This feels like a trading standards issue. I also mentioned dietary requirements over the phone, but was told to submit a request to the hotel despite needing it for both a Cairo hotel and a Nile cruise. I’m still waiting for confirmation on my meals! Additionally, I called about my daughter’s title being incorrect on the British Airways confirmation, but was told it must go through my travel agent. I’m still waiting for help, as the call handler couldn’t assist. Their website claims availability from 9-5, but the message says they won’t answer until 11am! I have requested to speak to a manager, but apparently, they don’t interact with customers! This trip is supposed to be a dream for my daughter and me, costing a lot of money, and now I’m anxious about potential issues!
I can honestly say this is one of the worst companies I have ever dealt with. If you seek a travel provider that values customers or shows any empathy, look elsewhere. Their customer service is abysmal; no one is willing to help, and the advice given is consistently poor. The issue is related to my wife’s pregnancy, making it unsafe for her to travel now. I called to request a flight change for safety reasons, and the experience was absurd: • Conflicting Information: Initially, they said they couldn’t change the flight because the airlines wouldn’t allow it. • The “Policy Change”: When I mentioned contacting the airline directly, they suddenly claimed it was their policy not to change package holidays including flights. It’s ridiculous to hide behind the airline until challenged. Cancellation and Fees: When I realized they wouldn’t accommodate an amendment, I inquired about cancellation. I was told the cancellation fee would be one-third of the total holiday cost, which is outrageous. To make matters worse, the agent washed her hands of the situation, telling me to speak to my insurance as there was nothing more she could do, despite not helping me at all. Zero Support: After consulting my insurance, I called back to officially request cancellation, only to be told by a different representative that he couldn’t process it and could only direct me online. What kind of backwards company refuses to handle a cancellation over the phone after a customer has struggled with them for days? They show no interest in helping customers; they only care about taking your money and complicating matters. Save yourself the stress and book elsewhere.
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Concept unique lancé en France en 2006, Voyage Prive est le 1er site de ventes privées de voyages.
Club privé on-line, nous proposons à nos 18 millions de membres, une sélection de voyages, séjours et loisirs haut de gamme au meilleur prix garanti avec des tarifs pouvant aller jusqu'à -70%.
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