Voyage Privé - Overall Rating based on 34 reviews
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Travel package to New York
The flight from Nice to New York and back with a layover in London went really well. We stayed at the Hampton Inn by Hilton Times Square NY which was great, especially with breakfast included. The airport transfer was top-notch, the outward journey was exceptional and the return trip was very good.
5-star hotel near the beach and city center
I recently had a fantastic stay at a 5-star hotel close to the beach and city centre, all thanks to Voyage Privé. It was absolutely incredible! The hotel was stunning and the location couldn't have been better. I was delighted with my experience, and to top it off, I received a lovely email from Voyage Privé before I left, wishing me a safe journey. I will definitely be booking my next trip with Voyage Privé without any doubt.
City combination in 10 days
The customer service reps were really quick to pick up the phone. The trip itinerary was pretty detailed, but things got a bit confusing when it came to the airport-hotel transfers. The website said they weren't part of the package, but on the phone, they told us that they actually were included in the price. This mix-up caused a bit of hassle because not everyone wants to hire a car when they get to their destination.
Trip to Caribean
Had a few great trips with them before but all works great until you actually need them to help with something... I am due to travel on a Voyage Prive holiday in two weeks and have been waiting for 7 weeks (!) for a resolution on a simple ask: change my surname to my married name on the Booking in line with my new passport. Have been told that the airline won't accept the request (despite speaking to the airline separately and them confirming it will be no problem to change, but the agent has to request it since it's an indirect booking!) and that i need to pay £3700 (!) for a new flight - this is despite the same flight being £900 on Skyscanner! No resolution, no options, 4-5 days in between replies via email as agents on the phone are absolutely useless and can't do anything to help. I spent hours on the phone to Voyage Privee and sent over 20 emails and I get no resolution.. Keep being told to "wait" with 10 days to the holiday! Ridiculous! Worst customer service ever! Be very mindful when you book as if you need to make the smallest change - even if they are LEGALLY required to do it - they won't! Taking this as pure discrimination!
River nile cruise
We had issues with Voyage Prive ahead of our holiday which I previously provided a review for as they changed our itinerary and also took over 2 months to respond to our questions. Ahead of our holiday VP provided details of where to find our transfer agent 'upon arrival our representative will be waiting for you with a sign and the voyage prive logo at the meeting point before passport control where he will help you reach your transfer'. On arrival there was no one there to help us reach our transfer and we could not find anyone. We asked the airport staff where to find our transfer and they directed us outside where the transfer offices are and the shutters were down and no one was there to pick us up. The airport staff tried to help us by contacting the emergency numbers that vp had provided but some of the numbers were not working even though they were stated to be available 24/7 - this was at around midnight. I also sent vp a message on the whatsapp emergency line but no response was received until the following day as it was out of hours.
The following day we had to get up early for our transfer to a nile cruise which vp advertised as a 5...cruise and also confirmed that we would be staying in a upper cabin. On arrival, we had not been given an upper cabin, we checked with the staff at reception and the reception staff advised that all cabins are the same and that they are all standard cabins regardless of what floor it was on - we found this to be true as we later got a chance to see the top floor rooms. The cruise was also advertised as a 5... cruise but appears to be a 3... maximum. It's a very old ship with signs of heavy wear and tear everywhere. We didn't even feel comfortable leaving our valuables in the safe as some of the buttons and dials had fallen out and looked in disrepair. During the cruise the food also made unwell we had symptoms of food poisoning and the Egyptologist/tour guide Ahmed provided us with some streptoquin.
On the day before check out of the cruise, we were advised that we had to check out at 9am and that breakfast would be from 6-7am and that our transfer would be there at 11:30am. We asked Ahmed whether an earlier transfer could be organised as its my husbands 30th Birthday and we did not want to spend it waiting without food as the cruise policy if you buy food or drink elsewhere you can only consume it in your rooms but they refused. The transfer was also late the following and we spent 10 hours without food.
On arrival to the hotel in Hurghada Gravity Sahl Hasheesh, we faced more issues. We had booked and paid for a Superior Sea View room but were not given one. In previous correspondence vp had confirmed that we would be getting the superior sea view room. We showed the reception staff the email confirmation from vp and they stated that they had no dealings with vp and that their partners had booked a garden view room. We asked the reception to put this in writing so that we could claim our money back and they refused to do so, at that point we started to record the conversation due to the numerous issues faced.
All in all we had terrible service from VP from the moment we booked the holiday. we had disputes about the itinerary changing from what was initially paid for and advertised months before the actual holiday. Email correspondence from VP in regards to our holiday would at times take months to get a response and after serveral phone calls from us. Itinerary, transfers and certain details of the trip were not confirmed by them even though we had been chasing it up for months and they told us they where waiting on their partners to respond. There was no clarity no organisation, their partners were continuously asking us questions about details of our booking during the holiday which we had already provided to vp and quite frankly by then they should have known months ahead of schedule. No one took accountability or responsibility for these errors, we were continuously being tossed back and forth between VP and their partners during our holiday which soured our entire experience. We were stressed, upset and embarassed at reception to the point of crying. I dont think VP properly vetted their 'partners'(hvezda) otherwise if they knew the calibre of people they were sending unwitting tourists to... I'm certain they would not do it. We felt unsafe at times, cheated and lied to by them they made our time in egypt a nightmare and we will most certainly never visit or book anything with them again.
We paid £2777 for this holiday and it was a waste of money. We provided VP with proof of everything that happened, pictures, videos, recordings etc and they offered us compensation of below 10% of what we paid which is unfair and an insults to customers.
AVOID AT ALL COST - ALL THEY WANT TO DO IS TAKE YOUR MONEYHoliday
Unprofessional, terrible and useless customer service.
Our first request to them to change our booking it was just 5 min. after I made the wrong reservation.
It was a mistake to chose July instead June . We send at least 10 e-mails. 10 days no respond.Finally we decide to call them.Their excuse was that they didn't have enough people and we must wait.
After couple more calls one very arrogant employee Mario told us that Voyage prive never change client's bookings, it was set in your terms and conditions.
After couple days we called again and another person told us that they will contact the hotel ASAP and ask for another available weekend - ?
Anyway .. in the end nothing was done by them and we had to contact the hotel directly.
After 2 weeks their excuse was that I was very rude with one of their employees / AFTER 2 WEEKS / and they won't do anything about changing my booking.Trip to Vienna
We booked a 4 night trip to Vienna on…
We booked a 4 night trip to Vienna on line, in June, with Voyage prive. We have used them several times in the past. We paid a £500 deposit. When the ATOLL certificate arrived it did not show our inward flight details, which was a Ryanair flight as booked, with 20 kg baggage allowance. When the confirmation arrived the inward flight was very different. It was a Eurowings flight to Dusseldorf with a stop and a Eurowings transfer from Dusseldorf to Manchester, with a baggage allowance of 12kg.
We contacted Voyage Prive and we were told they would sort things out. After several calls and emails, We were told we could not amend the flight, but they amended it, not us. We were told if we cancelled we would pay a cancellation fee. We were not told how much the charge would be. I have now asked for the trip to be cancelled, I suppose I foresee difficulties getting our deposit back. We will see.
This has been the most stressful time for us, through no fault of our own, we are both in our 70's.
I will leave it to Trustpilot readers to decide whether to use Voyage Prive or not. My advice - DON'T.
They amended the flight not us. We have been dealing with this since the 19th. June to no avail.
Date of experience: 16 June 2023Fully inclusive package to Cancun
I am currently on holiday and the pictures on the website is not the hotel I have been put up in. The pictures clearly show a beach. Rooms mush nicer. I don’t have a beach. Been trying to get hold of them for two days now and just no response. I’m going to log a fraud charge with bank.
Hotel reservation
Beware - took payment but didn't provide hotel
I chose an adults-only hotel in Marrakesh, paid in full, received two confirmations and when I arrived the hotel had no reservation. VP has still not sorted and say hotel has no rooms (which I know is untrue) and have sent me to different, much less acceptable hotel. This is clear breech of contract but VP don't seem to care and stopped communicating with me. Appalling service and I will never trust them again. You have been warned!Holiday Package - Hotels ...amp... Cruise
I have never used this company before. As I was approaching a very Special Birthday (my 60th) I wanted to fulfil a life-long ambition to see The Pyramids and the Sphinx in Egypt, and finally strike it off my “Bucket List”!
When I came across the Voyage Privé website, I was automatically drawn to the images used of the Pyramids and the Sphinx and immediately booked and paid a deposit for a trip to coincide with my birthday. I wanted to see the Pyramids and a Nile Cruise seemed the ideal way to do this.
When the paperwork came through, I was shocked and horrified to discover that the Nile Cruise I had booked for did not actually go to Cairo where these Ancient Wonders of the World reside. I felt very disappointed and deceived that the images used to promote the package I had booked – were not valid at all!
When I lodged a complaint, I was blamed by the company for seeing the images and associating them with the promotional material! So I have to conclude – I actually designed and produced the website advert myself? They were unapologetic, but were happy to keep my money. I was told there would be a substantial cancellation fee if I were to change my mind.
My personal needs, never came into consideration. Just profits.
It did not take me long to discover that these people do not view “customer service”, “customer satisfaction” or “transparency” as top priorities. Everything appeared to be a “battle” to gain information. I don’t know about everybody else, but I like to actually PLAN my journeys, and create a budget accordingly.
It took MONTHS to get any information regarding a trip to the Pyramids – remember - this was my Bucket List Goal. Voyage Privé did everything in their power to hamper and hinder me from reaching my goal.
Two weeks before departure, they gave me a “quote” from their “supplying tour agent”. Not being fans of transparency – they failed to disclose who their contact was. So I spent £2200+ to get to Egypt – but no way of getting to the Pyramids! I had to arrange this myself when I arrived at the Hotel. I spent an additional 3200 EGP£ to get to Cairo – on top of what I had already paid.
Voyage Privé have made it quite clear to me, they were only interested in securing and holding onto the money I paid for the trip. The Nile Cruise travelled directly opposite from Cairo!
Due to their lack of transparency, I had to constantly ask for clarification of issues. They took great offence at this and on one occasion sent me a WhatsApp message in the most condescending and patronising tone I have ever received from any organisation! It was as if I had NO RIGHT to seek clarification on issues I needed to know about! They actually put me on a Cruise ship that had NO INTERNET or Wi-Fi access, - virtually non-existent TV reception! - so could not contact friends or family for several days, or receive information from the outside world. I had to spend an additional £16.00 fee for a Sim Card to get limited access.
Due to a lack of transparency, I had absolutely zero idea of what excursions were available on the Nile Tour. I found out the day I arrived on the Cruise Ship – The Nile Admiral. To my shock and surprise, a so-called “Rep” told me I needed to pay a “tip” of £27 (1000EGP£!) just for stepping onto the boat! This was not mentioned, or disclosed in any Voyage Privé literature! This was dishonest skulduggery. Where I come from, a tip is OPTIONAL and usually for exceptional service. All I had done was walk onto a boat! I hadn’t even been given a room at that point in time!
Furthermore, this so-called “Rep” shared with me the excursions that were due to occur. Bear in mind, I have been on a Caribbean Cruise back in 2010, where passengers were allowed to disembark on every island visited and spend time there. On this Nile Cruise, I was being asked to part with £220.00 to visit locations visited by the Cruise! This was total dishonesty. I do not understand why I had to wait until the day of arrival to hear the options and an additional cost – then being coerced to making a payment there and then! I was not born yesterday – I know a CON when I see one, and this was clearly another one.
I cannot work with dishonest people who are not transparent in their conduct. Information was deliberately withheld from me from the start, and I am not at all happy with this dishonesty and hidden costs that appeared out of nowhere on multiple occasions.
This was my first holiday in 3 years (due to the imposed lockdown restrictions that plagued the world). I wanted to enjoy a life-long ambition at a very important milestone in my life – yet, Voyage Privé did very little to assist and everything possible to maximise my stress and anxiety levels.
Furthermore, I was appalled by the racist tendencies I saw from staff members, waiters, cooks, cleaning staff, bar staff – many of whom were quite clear and obvious in their disrespect. Their conduct – especially those at airport security were utterly disgraceful. As a consequence, I am advising all friends and family NEVER to go to Egypt, as (a) they have racist tendencies and ... up to white people, and (b) they are disingenuous in their behaviour – seeking to “pull a fast one” and fleece people of their money whilst ostensibly pretending to “offer assistance”. It is dishonest, and disgraceful. Egyptians as a whole, and Voyage Privé – only CARE ABOUT GETTING MONEY – they do not care about people – from my observation!
Logistically, I spend hours and hours travelling on the bumpy roads of Egypt, and travelling down the Nile. I could have gone to the Moon and back in the time it took to travel around the country and back to the UK. I have to question if it was truly a good use of my holiday time? I am not convinced I shall use this company again. I cannot work with people who are not honest, humble and above board. You never apologise. You skirt around issues. You do not accept responsibility for your actions and inactions. You do not fully grasp the concept of true Customer Service and meeting the needs of those who pay good money to your company.Holiday
Absolutely disgraceful customer service and back up.
God only knows what has happened to this company, because I used them a few years ago and all was good, bu this time I honestly don't know how to describe my anger at this company.We paid a deposit on the 25/1 for an all inclusive to Dubai after VP had confirmed to me via email (and claiming they had spoken to the hotel) that we do indeed have the "all restaurants" package at JA Beach in Dubai. We then received a mail after we paid the money, from VP saying we didn't have that package,only buffet restaurants. I then queried this and had a different staff member confirm we did, then another mail saying we didn't...believe it or not this has continued back and forth for four weeks, and now, 9 days before departure and approximately 30 emails and over a dozen phone calls later we are still in limbo... and they've got the brass neck to ask for the balance!
So far we have dealt with "Medhi",Gabriela","Miracle","Alexandra"," Georgia"and Marios...all well meaning and polite,but you can't speak to any one who has any authority to get things done. What you will be greeted with is nothing but "I'm so sorry to hear that,yes I understand etc" but no-one will actually take control and sort things out.Voyage Prive literally have no concept of customer service it's purely in name only,and no matter what you say,they have no urgency,common sense or idea of what stress it causes. I'm convinced they are hoping that we just turn up at the hotel and deal with it ourselves. In the meanwhile the hotel aren't allowing me to pre-book the restaurants because they haven't been informed by VP that we are on that package, even though VP claim that they have told the hotel.The whole build up to our holiday,(if we actually go, and don't take Voyage Prive to court instead) has been utterly ruined.
I've put off posting this for long enough. I am a fair, patient and reasonable person, but Voyage Prive have been an utter disgrace.
From my experience, they deserve every bad review on here and elsewhere, and if you want to go to Dubai, use Kenwood Travel instead, who we have never had a problem with.
Edit,This was composed this morning, and I didn't post it as we were promised that we would get a call this afternoon with it being followed up with confirmation in writing by all parties involved that we are on the "all restaurants package"...guess what it's 5.20 pm...nothing in writing.
Edit2: It's now 5 days before departure and still nothing other than they are demanding payment, threatening us with all sorts if we don't pay. You can't make up how bad this company have been, in 40 years of travel I have never experienced anything like it.Avoid at all costs.
Date of experience: 23 February 2023Holiday to Dubai
Stay away from this company you book a holiday and pay a deposit, once they have your money they change the terms and conditions (in this case the board) and when you ask for a refund because its not what was advertised and you are not happy, they want to charge a further £800+ to cancel, disgusting! They have no morals, no integrity and are completely dishonest. Save yourself the stress and stay away.
Was this the package at JA Beach by chance Jacqui? If so see my review above.
Package holiday
Absolutely appalled at the "customer service" after a catalogue of failures with our holiday.
We had a package holiday booked with Voyage Prive, which included a BA flight, for September last year. It was when trying to check in for the flight the night before departure that we found to our horror the flight didn't exist - and everything went downhill from there. We quickly called Voyage Prive who checked and said the flight had been cancelled, but they weren't aware of it until we called them. We asked for an alternative, but they said there were none available on our departure day. However, that was the first untruth of several, as we quickly found an alternative ourselves for the same day. So we contacted VP with the details and they rebooked us on it. As it was a different airline, departure time and airport we asked them to ensure our transfer collection time on arrival was amended accordingly ...
Fast forward to arrival at our destination and our transfer was nowhere to be seen. More hassle and phone calls later, we discovered the transfer had actually been cancelled so we had to wait for an eternity and pay for alternative transport. When we (finally) got to our hotel, surprise surprise, they were not expecting us on that day either. Since then we have been ... our heads against a brick wall with our complaint, even though British Airways confirmed they informed Voyage Prive of the original flight cancellation FOUR months in advance of our trip! Four months prior knowledge that could have saved us a lot of stress, inconvenience and money. The fact that our transfer and hotel were not expecting us is further evidence that VP knew in advance about the cancelled flight, but they refuse to accept any responsibility, and have done nothing but fob us off with patronising emails since.
You only find out if a company truly values its customers by how it deals with complaints and issues. Ours remains unresolved, and the way we have been dealt with is totally unacceptable. 0 stars should be an option in this case.Honeymoon to Maldives
My partner and I booked a trip to Maldives for our honeymoon 2 years ago. Then the pandemic happened and our trip was cancelled, we had to postpone the wedding too.
At the time we were offered a voucher option which we reluctantly took, hoping that we will be able to move the holiday as well as the wedding to the following year.
Later on I have lost my job because of the pandemic and was unable to find employment for quite some time, making life difficult. As the wedding didn't go ahead and our personal circumstances changed, we decided to request the refund - after all we are legally entitled to it - nearly £2,500 deposit that we have paid Voyage Prive and not seen it for TWO whole years now!
We are, as package holiday customers, not legally obliged to accept the voucher after all and since the trip was cancelled - under the law cash refund must be provided within 14 days. However, Voyage Prive don't seem to think the law applies to them.
When contacted (and mind you they don't have a working phone line to call, online communication is flawed and, furthermore, they don't even have a Google page with reviews) the customer services are arrogant, short and generally don't make you feel like a "member-only luxury travel" client at all! It is all fake and pretend - behind a smart looking website there are THIEVES and COWARDS who will not shy away from keeping OUR MONEY for TWO WHOLE YEARS! The money that should have been in my account at the time of losing a job and financial difficulty! What a disgrace...
Since the the UK Government website states that:
-"You have the right to a cash refund. You don’t have to accept a Refund Credit Note, or rebook for another date."
- "If you accept a Refund Credit Note you can exchange it for cash at any time" (info available from www gov uk website, under 'Guidance
Information about package holiday refunds and cancellations', Published 14 May 2021),
I will be sharing my story with the media platforms and will make sure as many travelers are warned about this company and will STAY AWAY FROM THESE THIEVES!
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Honeymoon to Maldives
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