Rating should be 0 star if that is an available option.
My husband and I were supposed to go on the Great Ocean Drive Tour with this company on November 23, 2013, but due to an unfortunate family emergency, we have to end our trip early. A request was then sent to the company on November 16, 2013 to cancel our upcoming tour, which was well within the allowed time frame to cancel the reservation as stated in their cancellation policy. We even obtained a cancellation confirmation from their website that clearly stated that they have cancelled our tour as requested and the payment was also cancelled.
So, you can imagine how surprised we were when we saw the full charge for the tour on our credit card on November 17, 2013, a day after we have gotten confirmation of the cancellation. The fact that they put through a charge that was no longer authorized by us was unacceptable. One can technically argue that this was a fraudulent charge especially given the fact that subsequently, when we dispute the charge with them, they provided our credit card company with false evidence to support their claim, which consisted of a "doctored" payment confirmation showing the tour and payment was "in progress" while the same payment confirmation page that we obtained from their website stated that the payment was "cancelled". They also dishonestly claimed that the seats that were meant for us were not resold while the tour on November 23rd was shown as fully booked on their booking website. Accordingly to their cancellation policy, if they can resell the seats and the customer cancel within 36 hours, they will provide full refund minus $25 of service charge, which clearly was not the case here.
We tried to give this company the benefit of doubt after seeing the charge for the full amount on our credit card but they failed to respond to our repeated attempts to resolve this issue and only cited "being busy" as the reason for not reversing this unauthorized charge.
So fellow travelers, please think twice before doing business with this tour company. There are lots of great tour companies in Melbourne and these thieves do not deserve your hard earned cash. read more