Abercrombie & KentReviews of abercrombiekent.com

My wife and I had a trip recently to Viet Nam as part of her convalescence after an operation . I had emphasised to A&K at the outset we were looking for a holiday to help my wife`s recovery and spas and wellbeing would be a key part of the agenda . Unfortunately the spa at the hotel in Saigon had not operated since 2020 and the Spa facility in Con Dao ( which was the centre point of our travels and where we stayed for a week - was under construction ). Another issue was that we had originally looked to go to Bali , but we were steered by A&K to go to Viet Nam as the weather in Bali would be poor then . It transpired however that the weather in Con Dao at that time of year is typically windy and rainy and not dissimilar to Bali . This was verified by the staff in the near empty hotel on Con Dao . Our booking was for an expensive beachfront villa and pool - but sadly due to the weather we didnt get to experience either the beach or pool because of the weather. Lastly I`d mention that it was really disappointing how the local office of A&K dealt with the issues we flagged . It was difficult to get responses / call backs and there was a definite impression of being handled rather than actually listened to. There were lots of great things about our trip and the people of Viet Nam and hotel staff were great - but these issues did significantly affect our holiday - and I have scored A&K this score because all of these issues would ( or should ) have been avoided if there had been more effort in researching / checking the detail with the hotels involved .

This is an awful company to deal with. Just as others have said, they have awful customer service. I should have recognized this when trying to book and we ended up with a revolving door of travel guides. We were also incorrectly instructed that we could get cancel anytime insurance and then right before booking found out that it was not available to NY residents. Then, when Peru first began to have riots, I called to proactively see if we could switch to another trip, still within the company. This would be the first family trip since COVID and we had saved a good deal for this. They said they were still going and would not cancel the trip - this was just ten weeks from the departure date and action was escalating in Peru. I told them that I was concerned that our one window of opportunity would close but had to wait because they would only allow it with severe penalties. Now, seven weeks from departure and they still weren't canceling the trip. All of the other options are gone and after escalating further, they issued a company voucher that we must use within one year. What if we can't find another time to go together?! AND they meanwhile tied up a massive amount of cash for a long time. No compensation for keeping a major portion of our savings when it could be earning interest. AWFUL COMPANY. I should have read all of the reviews of others having this same experience!!

We had a fabulous A&K Egypt tour in Feb 2020 - it was of course pricey but could not have been better in any way. I sang the praises of A&K to everyone I knew. Then...booked a China trip (my husband's dream) for Sept-Oct 2021. Rather than cancel the trip when it became abundantly clear traveling to China was a non-starter, A&K "suspended" the trip, so we could not receive a refund. So, stupid us, we rebooked for April 2022 (thinking all should be well by then - which of course as we now know it wasn't!). A&K played the same game: as the trip date came ever closer and it became QUITE clear that reasonable travel to China was still a non-starter, they still maintained the trip was on. So we were forced to cancel, and of course they've kept our money ever since. They will only honor as a credit any part of the money they've been holding if we book a trip that begins on or before April 15 2023. I cannot trust them to act in an honorable way, as they've not throughout this pandemic experience. Appalling customer treatment for a high-end company.

Appalling, slow service. Messed-up our booking, had to rebook as they mucked up our short trip, expensive, no accountability, and I can't say I will ever be using them again. Wouldn't even give me the contact or put me in touch with an emergency agent when asked. Disgraceful.

Better communication within departments before telling me that I am wrong. Giving me the paid invoice that I have asked for several times. A phone call after our holiday to see how it went would have gone a long way. There were mistakes made and problems on our holiday as bookings were not in our name but the travel consultant who booked them causing issues which really annoyed me. Disappointed in the overall service to be honest and will def make me think wether I use A&K again

My wife and I have travelled with A&K many times over the years, with destinations spanning the globe. Throughout our travels, we've had but a handful of negative experiences. Recently, however, we had to cancel an extensive trip to Africa due to dire health issues. We requested the cancellation over two months ago. We are still waiting for the return of our $25k+ deposit. In booking the trip, the deposit was charged to our card within 30 minutes. In cancelling, it's taking over two months to be credited - and it still hasn't happened! What a scam. What a way to treat heretofore loyal customers.

Why just 1 star with so many glowing reviews? Twice I have phoned up with the view of booking a beach holiday with Abercrombie & Kent, twice my name & contact details have been taken, being told someone will contact me…twice no one has contacted me…quite simple really…1 star as at least someone answered the phone.

How I wish I hadn’t used Abercrombie & Kent! They caused us aggravation, anxiety and expense. It was only after a prolonged struggle that they eventually agreed to refund the £700 expense they had caused us, having initially made a derisory and insulting offer to send us a hamper as compensation. Generally, they were sloppy. They are also very expensive, building in high charges for their services. When I engaged them I was happy to pay a premium price for a premium and first class service, but I didn’t get that. Apart from their mistakes, essentially what they did was use a local agent in our destination country (Bhutan), re-package their itinerary and pass on my requests. I wish I had simply used the local travel company, Dharma Adventures, who were excellent, or a different UK travel company, like Audley Travel. Despite the hassle that A&K caused us, our holiday was excellent - probably largely thanks to what Dharma Adventures did.