Abercrombie & KentReviews of abercrombiekent.com

We have used A&K for our main holiday for some twelve years and spent a vast amount of money. We booked a twelve day holiday at Jumby Bay resort in Antigua for the end of January 2020 at a cost of £31,000. A sea-view was specified; why else go to the Caribbean? Our contract stated we would have a "breath-taking sea-view" from our newly refurbished room in serene surroundings. The trouble was there was no sea-view but only a "garden" view, a fact acknowledged by the resort but dismissed by A&K as a view "partially obscured by palm trees." The room was in dire need of restoration as admitted by the resort MD and was far from the advertised luxurious accommodation advertised. A building site was evident from the noise of hammering, whining circular saws and clunking from a "JCB"- so much for serenity. We were misled about the inclusion of complimentary laundry. After various contacts with A&K, I received a letter in which Emma Pugh, Customer Relations, shabbily tried to deny the existence of our contract, conveniently neglecting an email which clearly proved the integrity of our contract. This letter contained chronological and other inaccuracies. Following a telephone conversation with Emma Pugh I was so exhausted by the process I put the matter in the hands of my solicitor who negotiated a reduction. However this left me paying approximately £20,000 for a holiday which under no circumstances would I ever have accepted, which breached a contract and which left me at 83 years of age exhausted. The message is beware if your holiday costs more than the £10,000 Small Claims limit when legal costs of action become disproportionately large. The 2018 Package Holiday Regulations favour the agencies and have yet to be tested in the Courts. Having settled the civil action as advised several months ago by the central trading standards organisation, I will restart communication with them about my complaint already registered as it is illegal to falsely represent goods or services for sale. My experience is that one can no longer trust A&K.

Really poor experience throughout. To be as concise as possible this company is unprofessional and extortionately priced for their ‘service’. They will quote thousands over the going rate for packages and won’t bother responding to requests once they’ve received a deposit from you. I had to chase multiple times over months to get answers to queries I had. Furthermore they have been extremely poor at dealing with cancellations due to Covid-19. We were told our hotel had cancelled so we need to move our dates with no fees. When we confirmed availability we moved our main international flights independently to be told by A&K that our new dates will be £1400 more. We were given no other option as our booking ‘was the cheapest available’ and would have to change our entire itinerary if we wanted to maintain the booking. We have asked for a full refund which despite being told would be prioritised and take under two weeks has still not been received four weeks later. This booking was for our honeymoon. We booked and moved an entire wedding with greater ease than dealing with A&K and our honeymoon. This was investigated by their client relations manager and was offered a voucher of a future booking if I asked for it (not told an amount they’d offer) Of note, I got two quotes from two other booking agents for the same holiday quoted by A&K and they were both over £1k cheaper I shan’t be using them again to say the least

I tried to cancel my trip do the pandemic, wasn't comfortable going to a 3rd world nation given the seriousness of the situation. Given that American Airlines, Southwest, W Hotels and Hilton all refunded my reservations, I found it odd that they wouldn't do the same. Here's what I got back in response So sorry about that! Not sure what happened. As I started to say, I’m looking after Lauren’s files while she is away on personal leave. As of today, A&K still intends to operate all of our programs scheduled to begin August 1, 2020 and later. This would include the South Africa & Victoria Falls program on which you are booked. As such, we have the following options – Postpone travel – If you would like to rebook onto a new program, I can easily transfer the deposit and insurance premium to a new reservation to travel by December 31, 2021. If you’re not sure yet about which program you’d like to take or when you’d like to travel, we can hold the deposit and insurance premiums as a credit for you to use on a program to travel by December 31, 2021. This is the only option to avoid cancellation fees and retain the use of travel insurance. Cancel under penalties – At this time, we are 87 days away from departure, so the cancel fee would be 20% of the program price. Since you have only paid deposit thus far, that deposit would be forfeited. This would be a normal cancellation fee, and it could not be applied to another program. Insurance is non-refundable 10 days after purchase, so it would also be a loss. That being said, you do have the cancellation for any reason upgrade on this reservation, so you could submit a claim and be reimbursed up to 75% of the cancel fees. I had even bought insurance although not sure what it's for. Given something like this you'd think they'd refund the monies. Would NEVER recommend them, but would recommend companies listed above. Not only did Hilton cancel my reservations, they gave me one heck of a deal to go to Hawaii Penny

My trip has been cancelled due to the virus. The agent promised me a refund in 24 hours. That was 4 weeks ago....

Stay away From A&K Our family has used A&K for over 30 years. I believe that the company leadership has changed this year for much worse. We planned a trip to Puglia, Italy and Sardinia from April 9th to April 27th 2020. The pandemic hit and we knew in late February that we could not go as my husband is immunocompromised because he has leukemia and bone marrow transplant x2. We asked A&K to cancel our trip and refund. They refused. In late march after daily calls and discussions they still refused to cancel as that would have triggered a complete refund. As Italy was declared zone 4-no travel they told us that they will refund most of our money minus $9500 in penalties. As of April 1 they still did not commit to canceling the trip. We had other trips planned with other companies later this year and all refunded without questions asked. The travel insurane we got through them will not cover these penalties because for residents in NY specifically pandemics and terrorism is excluded as a condition for coverage. A&K values their own finances above the well being of their customers. We will never use them again. When one plans a trip, circumstances do occurr that a cancellation is in order. Should it happen to you -A&K is not there to help you. They will gouge you without apologies.

Very poor planning of flight schedule - with impossible connections unprofessionally selected according to airline Following your reply - I see you try waive away the criticism by saying my connection flights were independently booked - they were not ( those were my children’s tickets which I changed - on your booking they would have missed too) - my entire round trip was booked by A&K - this is just further sad illustration of your competence in this matter - you can’t even record the flights you actually booked

Bad at changing dates

You would expect Abercrombie & Kent Villas to be top quality. The villa itself was nice but the showers did not work, the drains were blocked and we had a major problem with rats. Window cills covered each morning in rat droppings and we photographed and even filmed rats running by the swimming pool. I reported this to A&K and they have done absolutely nothing about it in spite of reminders. Very poor service and a major disappointment in the brand