Beware
I hired this company in March 2025 for a private tour in London. We were promised a magical day, and the tour cost $3K. Every element of the tour was unprofessional and a complete disappointment. The company took our money, and outsourced the day to a disconnected group of people who were not professional. The logistics were not considered, and a day that was meant to be happy and enjoyable was very frustrating. I have since requested a refund, and the company disputes every grievance I have. They are not accountable for the poor experience, and they are not good at planning logistics (at least the London team). They are based in Rome. Terrible experience. I feel robbed of not only my money, but my time.
Respuesta de Travelbyluxe
Hello Jennifer,
As we have discussed with you, the reservation was made at 2:30pm as this was the only available booking at the prestigious Sky Garden restaurant due to your last-minute booking.
When you expressed shock and offense at the idea of a late lunch on the day, we generously covered the cost of the meal that you and your family enjoyed.
We were in contact with you throughout the day, yet none of the grievances you now mention were raised at the time, aside from the lunch. The list you provided only surfaced after we declined your request for a full refund, despite the fact that you completed every element of the itinerary, visited additional sites with your driver, and received a complimentary meal.
To address your other concerns:
Driver Introduction – Our driver introduced himself professionally. As you may recall, your group was teasing him (good-naturedly, of course) about his accent, as he is from the Isle of Wight. The driver —who has consistently received excellent reviews for his professionalism, knowledge, and humor—greeted you in an 8-seater Mercedes touring vehicle and introduced additional sites such as Trafalgar Square and 10 Downing Street that were not on the itinerary.
Vehicle Amenities – Water was offered, but you declined it.
Conversation with the Driver – Amongst other conversations about British history and Royalty, your group initiated a discussion about British politicians, a natural topic while on tour. This was not the driver steering the conversation toward politics, as you have misconstrued it.
Guide Coordination – The driver called the Blue Badge Guide to inform them that you were arriving slightly earlier than planned. Subsequently, the guide was waiting for you at the designated meeting point upon your arrival. You later described this as “worrisome” because the driver said he hoped the guide would be there early.
Lunch Timing Issue – After your morning tour, you learned that lunch was scheduled for 2:30 pm. When we received your email, we called you immediately to offer a replacement restaurant at a more suitable time. However, despite finding the time to use offensive language to our staff, you cut the call short as you were boarding the London Eye.
While you have framed this as you solving logistical problems, this was simply a matter of carrying out the activities described in your itinerary.
After your meal, your tour concluded with a drop-off at St Pancras station, thereby completing the entire itinerary.
Regards,
Travel by Luxe