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Think twice before you pay them SGD450 fee to come up the iternary. If the iternary is expensive, you cant negotiate. They will still make 450 bucks. They won't tell you anything till you pay 450. They will tell you the place to go only. If you need the hotel name, you need to pay 1450. They say 4 people share a room. Got 2 queen beds. IF you need 2 rooms, pay some more.
Country of complaint: Singapore
Website: epictraveltours.com.sg
Dear Thomas,
We are sorry to hear about your dissatisfaction. However, we would like to clarify a few points for transparency.
Your wife was the main point of contact during the planning process. Before she proceeded with the SGD 450 travel proposal fee, we clearly explained our terms and conditions, including:
The fee covers the time and effort required to research and create a customised itinerary based on your preferences.
Hotel names are not disclosed in the proposal stage—only the hotel category (3* to 5*)—as stated on our website.
Room configuration was agreed upon at the time of planning (4 pax sharing a room with 2 queen beds).
The travel proposal fee is non-refundable, which was acknowledged before payment.
Your wife agreed to all these points in writing before remitting the payment.
It appears that after receiving the proposal, you took over the communication and your expectations differed from those initially agreed upon. In fact, you had previously enquired with us directly, and at that time we politely declined to proceed as our service approach and your expectations were not aligned. Had we known it was for the same family, we would have advised your wife accordingly before accepting the engagement.
We understand that travel planning involves personal preferences, and in this case, the difference in expectations between you and your wife has unfortunately led to this situation. We remain committed to transparency and providing the service exactly as agreed with our clients.
We wish you well in your future travels.
— Epic Travel Designer