Zoe E.
A catalogue of errors in Colorado
Baboo outsourced to South Western who were poorly organised from the start. This culminated in 1 out of 3 tours being cancelled but I was not advised of this cancellation until the evening before, no alternative was possible or offered and I ended up organising my own day (the main reason why I had booked via a travel agent was to avoid this). Post-cancellation I was then accused of not having turned up on time to the second tour which was another South Western error as they had booked us twice so the guide was waiting for 2 other people with the same names as us.... A complete farce from start to finish. If I could give no stars I would. Overpriced, badly organised and such a stressful situation.
Response from Baboo TravelSep 9, 2026
Zoe, we are sorry that parts of your Colorado trip caused such frustration. For clarity, the initial documentation errors arose during a poor handover after the person managing the booking at our US supplier left the company. Rick worked through the details before departure, corrected the documents and reconfirmed the arrangements. During the trip, the Pikes Peak and Garden of the Gods operator cancelled due to insufficient participants. Although that cancellation was outside Baboo’s control, the late communication and lack of a suitable alternative were not handled to the standard we expect. When the supplier later relayed the incorrect claim that you had arrived late, we challenged it immediately. Their investigation confirmed that you were on time and that they had mistakenly created a duplicate booking. We remained closely involved, reconfirmed the remaining tours, secured a full refund for the cancelled activity and provided an additional goodwill payment from Baboo. We were also pleased that the remaining experiences went ahead, including the Rocky Mountain National Park tour that you described to us as outstanding. The supplier’s handling of this booking fell well below our standards, and we have decided not to work with that team again. We genuinely regret the disappointment caused, while also wanting to reassure anyone reading that we took the matter seriously and did everything available to support you and reach a fair resolution. Warm regards, The Baboo Team