Used the agents previously for our honeymoon, which was supposed to be in February but due to the dispute in Iran was postponed. Best at Travel took the stress out of the situation for us and rebooked... See more
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I thought the service given by Maria Sabolova was exceptional. It’s a big thing booking a honeymoon and getting everything ‘just right’. Maria was clear, professional, knowledgeable and very efficie... See more
Company replied
Booking a holiday through Best At Travel is always so straightforward and we always get five star help and advice from Gabie Deeks. Gabie deals with our holiday requests and queries quickly and satisf... See more
Company replied
I have used Best at Travel for years and their service has always been exceptional. Not only do they generally get the best prices but the staff always go the extra mile. I’ve used Lauren Barnes for a... See more
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Company details
About Best At Travel
Written by the company
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WHAT MAKES US BEST AT TRAVEL?
Expertise: With 40 years’ experience, we bring together the world’s most fascinating destinations, finest hotels and imaginative itineraries. With first-hand knowledge of the destinations we sell, travel is our passion.
Service: We’re proud to have a high number of loyal customers who book with us time and time again. 98% of our customers consider our service to be excellent.
Our holidays:
At Best at Travel, we hand-pick every hotel and craft each itinerary with care, ensuring you enjoy the finest experiences from the moment you arrive. Your holidays matter to you, and they matter to us.
Whether you are dreaming of a luxurious beach escape in the Indian Ocean, Caribbean, Asia or Europe, our specialists can design your perfect getaway. We also create tailor made touring holidays worldwide, from wildlife adventures in Africa to cultural and scenic journeys across Asia, South America and beyond.
Value: We constantly negotiate exceptional hotel deals and exclusive discounts for our customers.
Trust: We are a privately owned family company with offices in the heart of London. We are ATOL bonded meaning that your holiday is financially protected.
Sensational Holiday Savings
Written by the company
- Luxury Holidays, Created By Experts For Less
- From idyllic beach breaks on tropical shores to family fun in the sun, our sensational holiday offers include savings of up to 65% on luxury hotel stays plus free child stays, complimentary upgrades and more on selected holidays. Secure your 2026/ 2027 holiday plans today for the ultimate adventure or an escape to the sun!
- Proud To Be Nominated In The Conde Nast Traveler Readers' Chopce Awards 2026
- We are proud to be nominated in the Condé Nast Traveler Readers' Choice Awards. If you’ve enjoyed travelling with us, we would love your support. As a family run, independent business, your support means the world to us. Visit the Condé Nast website to cast your vote for Best At Travel.
ATOL PROTECTED
Your holiday is in safe hands
Your peace of mind is at the heart of everything we do. Best at Travel is ATOL protected, which means your holiday package is financially safeguarded from the moment you book. Whether you are planning a luxury beach escape or a tailor‑made adventure, you can travel with complete confidence knowing your booking is secure.
Contact info
7-9 Whitfield Street, W1T 2AS, London, United Kingdom
- 02038113499
- bestattravel.co.uk
4.8
Excellent
4K reviews
Asks customers to review
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I have been using you for years and you…
I have been using you for years and you have always given me the best possible service
11 June 2026
Always excellent service
10 June 2026
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
Seychelles fencing 2026 They were all helpful till we’re stranded in Seychelles because of the war! Then they didn’t want to know or pay a refund never will us them again
They were all helpful till we’re stranded in Seychelles because of the war! Then they didn’t want to know or pay a refund never will us them again
2 March 2026
Reply from Best At Travel
Thank you for your review.
This has been an unprecedented and extremely challenging situation and our team worked extremely hard to ensure that all clients were provided with the level of service that we aim to deliver even in such extraordinary circumstances. Our team were extremely conscientious, working additional hours, to ensure that all Best At Travel clients were safely repatriated when the situation first occurred.
As your travel provider, our obligation is to provide assistance in line with the terms and conditions of your booking. At the time of the disruption, the closure of airports meant that we were unable to arrange or facilitate return flights immediately, but you were notified of this by our Sales Operations team and a full channel of communication was maintained. You chose to make your own arrangements to return home, these were secured independently.
You received a refund for the unused segments of the original flights promptly (in fact an overpayment was issued which it took several days to recoup from you), along with covering the cost of accommodation for three days. We would have rebooked return travel on the original tickets once able to do so at the time.
Clear advice was provided from the outset that other expenditure would need to be recovered through your travel insurer.
Nevertheless, we are sorry you were disappointed.
Yours sincerely,
Best At Travel
Illegal refund delays – Breaching Package Travel Regulations (Section 75 Actioned)
We are absolutely appalled by the shocking customer service and illegal business practices of Best at Travel. After our holiday was cancelled due to FCDO advice, we were legally entitled to a full refund within 14 days under Regulation 14 of the Package Travel Regulations 2018.
Instead, Best at Travel explicitly admitted in writing that they are intentionally staggering refunds to "preserve the future and ongoing operation of the business." They are effectively using our hard-earned money as an interest-free loan to keep themselves afloat, pushing our refund out by months to late August.
While we understand the travel industry faces challenges, high administrative volume and supplier delays do not absolve a company of its statutory legal obligations. Holding customer money past the legal 14-day limit is a clear breach of UK consumer law.
Because they refused to process our refund within a reasonable timeframe, we have now bypassed Best at Travel entirely and actioned a Section 75 claim with our credit card provider.
Avoid this company at all costs. They are happy to take your money instantly, but will actively breach regulations to avoid giving it back when a holiday is cancelled.
7 June 2026
Unprompted review
Reply from Best At Travel
Thank you for your review.
This has been an unprecedented and extremely challenging situation and we have done everything possible to ensure that all clients are provided with the level of service that we aim to deliver even in such extraordinary circumstances. Our team have worked extremely hard to look after the bookings due to travel imminently.
Unfortunately, due to the volume of refunds and the amounts involved, alongside awaiting refunds from hotels, airlines and suppliers it has simply not been possible to be able to issue refunds as quickly as we would have liked, all within the PTR guidelines and it has been necessary to stagger refunds. We fully acknowledge that the Package Travel & Linked Travel Arrangements Regulations 2018 state that refunds must be issued within 14 days from the date of cancellation, however, these regulations do not contain provision for such extreme and unprecedented circumstances that the ME crisis has presented and the resulting volume of refunds.
We are working very hard to issue refunds as fairly and quickly as possible.
We do regret any disappointment or inconvenience this causes and if it becomes possible to bring the refund forward we will of course do so, but can only ask for your understanding in the meantime.
We acknowledge that you have initiated a chargeback through your card company and will comply fully with their investigations.
Regards,
Best At Travel
Maria made up for the previous…
Maria made up for the previous conflicting quotes I found online and discussed with a different representative.
5 June 2026
Always great service have been using…
Always great service have been using Best at Travel for years.
5 June 2026
Maria has reworked our itinerary at…
Maria has reworked our itinerary at least 5 times to achieve our full satisfaction.
4 June 2026
Unacceptable delays in giving refunds
As another victim of a cancelled Dubai holiday back in March / April I must echo the views of others on the appalling delays in giving refunds
I was told that if I booked another holiday they would refund the balance, but after booking they still said I would have to wait until w/c 20th July for the refund of my £1800 balance .
After protesting they verbally agreed to bring this forward to 15th June - but as of today they have gone back on this promise making the usual excuses.
Fact is they are not refunding anyone until weeks / months after they have been refunded by the airlines / hotels so far from being in difficulty - they are taking advantage of the situation.
Emirates refunded us for our seat booking within a week of applying so I am damn sure they refunded the flight tickets to Best At Travel weeks ago!
We are pensioners who were relying on getting our refund on the 15th June at the latest so we are now in financial difficulty.
Their previous excellent reputation is now in tatters!
4 June 2026
Unprompted review
Reply from Best At Travel
Thank you for your review.
This has been an unprecedented and extremely challenging situation and we have done everything possible to ensure that all clients are provided with the level of service that we aim to deliver even in such extraordinary circumstances. Our team have worked extremely hard to look after the bookings due to travel imminently.
Unfortunately, due to the volume of refunds and the amounts involved, alongside awaiting refunds from hotels, airlines and suppliers it has simply not been possible to be able to issue refunds as quickly as we would have liked, all within the PTR guidelines and it has been necessary to stagger refunds. We fully acknowledge that the Package Travel & Linked Travel Arrangements Regulations 2018 state that refunds must be issued within 14 days from the date of cancellation, however, these regulations do not contain provision for such extreme and unprecedented circumstances that the ME crisis has presented and the resulting volume of refunds.
We are working very hard to issue refunds as fairly and quickly as possible.
We do regret any disappointment or inconvenience this causes and if it becomes possible to bring the refund forward we will of course do so, but can only ask for your understanding in the meantime.
Regards,
Best At Travel
Thank you Monica Merritt from Best At Travel
4 of us ladies were due to travel to Dubai this month sadly we have had the holiday cancelled. However I just wanted to express my gratitude to Monica Merritt from Best at Travel she has been amazing with her communication with us. Our enquiry emails have been responded to within 24 hours and she has been so helpful. We understand this is no fault of Best at Travel and they are doing their upmost to help customers 10/10 from us. We will definitely use them again
4 June 2026
Unprompted review
Reply from Best At Travel
Thank you so much for your kind feedback
Don't believe their lies!
I have used this company a few times but never again after our holiday to the middle east was cancelled. 3 months for a refund is not only illegal but now means we won't get a family holiday this year as summer school holidays will be over by the time I see my money. I'm also missing out on my moneys interest which I'm sure Best at Travel are enjoying! All these excuses about going bust are rubbish. Have a look at who owns this company - Rita Sharma and her husband - and their net worth. Living their life of luxury while refusing to pay back their hard working customers!!
19 May 2026
Unprompted review
Ignoring regulations and delaying refunds - Seeking legal redress
My father has a holiday booked to Dubai but has chosen not to travel based on the foreign office advice. The FCDO guidelines state he can have a full refund within 14 days, however we are being told we have to wait until 24th August.
It seems that they send a generic message to all clients see all other complaints.
The only way to proceed is legally.
I have been to Citizens advise today who have lodged with Trading standards, please if you have been affected please also log your complaints and seek legal redress. Beyond unacceptable.
Please stop sending your standard reply to these messages instead realise how you are impacting on families life’s withholding funds.
Perhaps the media and other channels need to be made fully aware of the situation affecting many of your customers !
2 June 2026
Unprompted review
Reply from Best At Travel
Dear Natalie Cherrington,
We regret the uncertainty concerning your father's booking to Dubai and that due to the events in the Middle East it was necessary to cancel his booking.
This has been an unprecedented and extremely challenging situation and we have done everything possible to ensure that all clients are provided with the level of service that we aim to deliver even in such extraordinary circumstances. Our team have worked extremely hard to look after the bookings due to travel imminently.
Unfortunately, due to the volume of refunds and the amounts involved, alongside awaiting refunds from hotels, airlines and suppliers it has simply not been possible to be able to issue refunds as quickly as we would have liked, all within the PTR guidelines and it has been necessary to stagger refunds. We fully acknowledge that the Package Travel & Linked Travel Arrangements Regulations 2018 state that refunds must be issued within 14 days from the date of cancellation, however, these regulations do not contain provision for such extreme and unprecedented circumstances that the ME crisis has presented and the resulting volume of refunds.
Unlike the Covid pandemic there has been no governmental financial support or funding to assist travel organisations, but we are working very hard to issue refunds as fairly and quickly as possible.
We do regret any disappointment or inconvenience this causes and if it becomes possible to bring the refund forward we will of course do so, but can only ask for your understanding in the meantime.
Yours sincerely,
Best At Travel
It was really easy to book and I’m…
It was really easy to book and I’m looking forward to travelling with you
30 May 2026
Ver fast efficient service from Maria
Ver fast efficient service from Maria. It felt like a personalised service and she was always ready to help .
26 May 2026
Reply from Best At Travel
We are so glad you had such a positive experience with our team. We appreciate your kind words and will pass on your feedback to Maria!
Great service
Great service: I booked flights that went via Bahrain and before this was confirmed Jack rang to see if I’d like to avoid this as it’s essential travel only. Helped me with some perfect direct flights instead. Really good service thank you
21 May 2026
Reply from Best At Travel
We're so glad we could assist you with finding perfect direct flights. We appreciate your kind words and thank you for this wonderful feedback!
Appalling customer service
Appalling customer service from a representative named Herbert. I was in the process of sharing my holiday details when I was abruptly questioned about supposedly calling multiple times without booking, and asked to justify why. This was both inaccurate and unnecessarily confrontational. When I clarified that I have booked with them previously, I was bluntly told, “no you haven’t.”
This level of rudeness and lack of professionalism is unacceptable especially when the expectation is to help customers plan a dream holiday. Instead, the experience felt like the complete opposite. Based on this interaction, Best at Travel appears to lack basic courtesy and customer service standards.
I will not be proceeding with them and would rather invest the time to plan my own holiday independently
22 May 2026
Unprompted review
Reply from Best At Travel
Good Afternoon ,
We are truly sorry to hear about your recent experience and the unsatisfactory interaction you had with one of our sales agent.
We understand your frustration and disappointment, as this is certainly not the level of service we provide.
We are taking your feedback seriously and will be addressing this internally to ensure our team upholds our customer service standards.
We hope you will be willing to give Best at Travel the opportunity to assist you with future holiday.
Please email salesoperations@bestattravel.co.uk if you wish to enquire.
Kind regards
Mylee
Sales operations
Poor Customer Service
Having used Best at Travel before to book our holidays, we chose them again for an Easter trip this year. Unfortunately, the holiday had to be cancelled due to the conflict in the Middle East and the FCDO travel advice.
The trip was cancelled at the end of March, and after chasing multiple times, we were eventually informed that our refund would begin processing during the week commencing 29th June—three months after the cancellation date.
As I understand it, under the Package Travel and Linked Travel Arrangements Regulations 2018 and the Consumer Rights Act 2015, companies are legally required to issue refunds within 14 days of cancellation. This obligation applies regardless of internal processes or delays in recovering funds from third-party suppliers.
Despite repeated requests for a full refund, we were told that our case wouldn’t even be reviewed until late June. As a result, I raised a dispute with my credit card provider, who refunded the full amount within 48 hours—an excellent example of 5-star customer service.
You really see a company’s true quality when things go wrong. Good companies step up, treat customers fairly, and resolve issues promptly—they don’t hold onto customers’ money or benefit from delays.
I find it unacceptable—and frankly difficult to understand—how this situation has been handled. Our friends booked the exact same holiday (same flights and hotel) through a different provider and received their refund within 48 hours. How can there be such a difference?
It’s easy for companies to receive 5-star reviews when everything goes smoothly, but it’s how they respond when problems arise that customers remember.
Best at Travel customer service: 1*.
20 March 2026
Unprompted review
Reply from Best At Travel
Dear Mark,
We regret the uncertainty concerning your booking to Dubai and that due to the events in the Middle East it was necessary to cancel your booking.
As we are sure you will appreciate, this has been an unprecedented and extremely challenging situation during what has been an extremely fast moving and unpredictable crisis and we have done everything possible to ensure that all clients are provided with the level of service that we aim to deliver even in such extraordinary circumstances. Our team have worked extremely hard to look after the bookings due to travel imminently.
Unfortunately, due to the volume of refunds and the amounts involved, alongside awaiting refunds from hotels, airlines and suppliers it has simply not been possible to be able to issue refunds as quickly as we would have liked, all within the PTR guidelines. In order to preserve the future and ongoing operation of the business it has been necessary to stagger refunds. We fully acknowledge that the Package Travel & Linked Travel Arrangements Regulations 2018 state that refunds must be issued within 14 days from the date of cancellation, however, these regulations do not contain provision for such extreme and unprecedented circumstances that the ME crisis has presented and the resulting volume of refunds.
Unlike the Covid pandemic there has been no governmental financial support or funding to assist travel organisations, but we are working very hard to issue refunds as fairly and quickly as possible.
We regret any disappointment or inconvenience this causes but thank you for your understanding.
Yours sincerely,
Best At Travel
I cannot recommend Best at Travel…
I cannot recommend Best at Travel highly enough. For the last few years I have booked our holidays with their Travel Specialist Sunny Desai with complete confidence knowing that everything will be taken care of. Communication is outstanding, always available, always quick to respond. It’s such a refreshing change from using large travel firms where you’re left on hold, asked endless questions, and never feel truly supported. The personal service makes all the difference which was truly helpful when we got caught up in the conflict whilst in Dubai earlier this year. I wouldn’t hesitate to recommend them and wouldn’t book anywhere else.
Thank you for yet another fantastic holiday making wonderful memories. Nothing is ever too much trouble!
2 May 2026
Reply from Best At Travel
We are so pleased to hear about your consistently positive experiences with us. It is wonderful to know that our personalised service and prompt communication have made such a difference, especially during challenging times. We truly appreciate your kind words and look forward to helping you create more wonderful memories.
Doreen got me a good deal
19 May 2026
Reply from Best At Travel
We're happy to hear that. We appreciate your kind words and positive feedback.
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