Topdeck Travel Reviews 19

Worst customer service team. They take weeks to reply to emails and action anything. They are unprofessional and uncaring. The website is very poor and not user friendly and is ever worse on your phone.

Awful. Shortened age range to 32

I was assaulted by one of the coach drivers. I reached out to Topdeck years later, when I was finally able, and never received a response.

My sister and I had planned a very complex trip involving seven countries over a period of six weeks. What Top Deck were able to do for us so well was to connect our plans with excellent booked accommodation, tour bookings of some of the countries and plane connections. It all went so smoothly. We are an elderly couple so were most grateful it all worked so well. Thank you Top Deck.

Great tour and guide through both the North and South Island in NZ but shame the same can’t be said for the operators, who should be there to help.
Prior to the trip starting I had emailed regarding booking excursions and the response was so delayed I literally received it whilst I was on the trip (thanks for that). My biggest bug bear of all though was that I have been penalised for not making a big enough fuss during the trip that my brand new suitcase was getting scratched and battered to hell. Though I had mentioned it in passing during the trip, the operators I spoke with afterwards claim they couldn’t do anything in the way of compensation because I didn’t “make an official complaint” with the tour guide at the time. Such a load of rubbish. Not impressed in the slightest.

After receiving our confirmation email that our tour was booked in mid December we had until mid January to pay the full amount. We paid for the trip in full, flights, insurance and activities for them to cancel the entire trip two weeks later. We were left with no other alternative than to get a refund because no other dates would’ve worked for our flights and time off. No assistance was given trying to find alternative accommodation, and it took 2 weeks for the refund to come through. Be wary, their email says refunds can take up to 8 weeks so if it happens to you then don’t be surprised if you are waiting even longer!!

Our tour leader was great, bus driver included but the tour sucked, some places you got next to no time at, travelling on the bus takes up a huge amount of your time when moving place to place.

Accomodation was terrible, beds were 2 singles pushed together at numerous hotels, hotel location was so far out of town you lost time travelling in and out which time isn't on your side due to not being I'm places long which you were already tired from being on the bus so that didn't help. We had black mould in a lot of our bathrooms across the whole trip.

Food wasn't always great either, the breakfast weren't to bad some hotels better then others but the included dinners sometimes were not worth it at all and I don't even want to imagine the mark up topdeck are putting on this dinners.

Worst company ever! Just went to NZ and I could literally write a novel, but the main issues were a random entering our dorm at one of the hostels and the tour leader failing to stop in so I had to sort the issue out with the hostel at the time. And more importantly them not taking my medical condition seriously. Taking us for a team dinner without consultation with lighting that would effect my epilepsy and on noting this in the feedback form amongst many other issues like dirty hostels, a tour guide who flirted with younger travellers and much more Sandra from "customer experience" thought I would be happy with an $80 refund for the night interrupted and a 5%discount on my next trip. I'm never travelling with them again and when this was mentioned she noted the discount was a gesture of good will and I should remove myself from the situation, so basically if you have any type of medical issue topdeck doesn't want you to have fun they expect you to eat all meals alone in the hostel just because their tour guides can't ask in advance what's okay.
Joke of a company and joke of a customer service team.

Incredible Trip with Topdeck - Delve Deep: Turkey !
Absolutely amazing experience ! Well put together tour & activities - great balance of culture, tradition, history, fun & plenty of new friends!
Our Guide, Baha, made the trip unforgettable - was extremely knowledgeable & passionate - made sure everyone was included!

One of the best ways to travel for sure 💛

***I do not recommend traveling with Topdeck or on the Moja Maja sailboat to any traveler for numerous reasons:***

1. Our ship was downgraded last-minute. I purchased Sail and Swim: Croatia Plus (Leonardo). Topdeck downgraded our ship to an inferior ship, the Moja Maja. T***, a team leader, and G**, our tour guide, did not provide a specific reason.

2. My cabin on the sailboat was infested with bedbugs. I had 30+ bites on my body.

3. My health was severely compromised. Without my permission, the crew sprayed bedbug poison in my first cabin with my belongings in it and in my second cabin. I was forced to sleep in the second cabin that was sprayed the same day with bedbug poisoning, which was severely hazardous to my health.

4. The second cabin was awful and unsanitary. It had no window shades. I had to hang a towel to cover the window for privacy and to sleep. The soap dispenser in the bathroom did not work. I was provided with no blankets. Bugs, other than bedbugs, were in the bathroom.

5. The crew denied me access to my belongings. I could not work on my laptop, causing me to lose over $11,000. I could not charge my mobile phone, not allowing me to use it for work, pictures, videos, and ridesharing appropriately. Because I did not have my contact lenses, I could not see properly. Since I did not have my toiletries, I was forced to purchase toiletries at a grocery store.

6. My belongings were destroyed by the bedbug poisonings. I had to throw out about 95% of my belongings (luggage, backpack, clothes, toiletries, supplies, supplements, etc.), totaling over $10,000.

7. The tour was shortened and limited, not as scheduled or promised. Our tour was limited because of the schedule changes. We were unable to visit some of the sites and experience some activities. We could not fully experience Croatia.

8. The food was subpar, and the dishware was unsanitary. For breakfast, the eggs were not fully cooked, and the sausages were overcooked. The coffee tasted awful and had grounds in it. The water glasses were dirty. For lunch and dinner, the soups were broth with no contents. For the optional barbecue, the meat was inedible, having pieces of bone and excessive fat. Also, the sailboat ran out of supplies, including some non-alcoholic drinks.

9. The tour guide was unorganized and cared only about herself. G**, the tour guide, consistently provided the daily schedule significantly late, sometimes after lunchtime. She did not help me communicate with Topdeck about my situation.

10. The crew cared only about themselves and their business and were unprofessional. When she was notified of the bedbugs, the captain was upset and made me feel horrible about the situation. When I showed her the bedbugs I caught and placed in tissues, she became quite angry, crushed the tissues with the bedbugs, and littered, throwing the tissues into the sea. She yelled in a language I did not understand, making me feel like a burden. Some of the crew partied with the clients at a club until around 4:00 a.m., which is quite unprofessional and inappropriate.

11. Topdeck has poor customer service and only cares about its revenues, not about its clients. During the trip, I called Topdeck. I explained the situation to T***, a team leader. She said she would call me back with a remedy. She did not call me back. If you have a problem during a trip, Topdeck will wait to contact you back with a "remedy" until your trip is finished to attempt to use you finishing the trip as a reason not to properly remedy the situation. Topdeck will have no sympathy or empathy for your poor experiences and insult you with laughable "remedies." After the trip, I spoke with S*****, a customer experience manager, and C******, the general manager. Based on our conversations, Topdeck's primary concern is generating revenue not providing a positive client experience.

They will do whatever they can to not honor their obligations

If it weren’t for the beautiful places I’m visiting on this tour, I would be having one of the worst experiences ever. Don’t get me wrong, I’m used to being a solo traveller, but when you feel like you’re being deliberately left out … it’s an issue. An issue that I shouldn’t have when I’m on a group tour! I particularly dislike having to spend solo days because it’s impossible not to feel left out. This tour has been particularly unkind which is a shame because the places I’ve been and experiences Ive had ( galleries, museums etc) are some of the best in the world. I just think they missed the mark .,,.. once you feel left out it’s exceptionally hard to feel anything else.

Topdeck customer service is poor. They do not accommodate you if cancellations are made due to weather- you are left to cover this expense. They book you cheap and dirty hotels that are not worth the cost of the tour. You can do the same itinerary for half the price and have an enjoyable comfortable stay in decent hotels. Rip off!!!

Just been on tour without any issues.
The reviews about covid don't reflect the quality of tours actually happening. 😎

I am extremely disappointed in Topdeck. My first ever trip a few years ago was amazing that I convinced my friend to go on a Europe tour with me in April. Before international travel was even banned I chased up topdeck for weeks asking what would happen if it was cancelled. They sent me a message saying it most likely wouldn’t be cancelled but on the off chance that it was I would get a full refund. Two days later they cancelled all April trips. I am now being told that won’t be honoured even though I showed them the message. This is absolutely disgusting and appalling to think a company can be this heartless during a crisis like this and go back on their word.

Not only did they cancel our trip and won’t refund us. If we accept the voucher we have a limited time to use it and we have to pay extra for any difference in price.

We have no job so no income, and all our savings went into this trip which topdeck now won’t refund us.

My daughter had a holiday booked for June with Topdeck. This was cancelled due to coronavirus and she is being told that they have retrospectively changed their terms of business so she cannot have a refund, just a travel voucher. She has been laid off from work and badly needs her money back but Topdeck seemed unconcerned with the emotional and financial pain they are causing their customers. My daughter was not asked to agree to the new terms, which are against all guidance from various travel bodies. Topdeck is an unscrupulous and uncaring company.

I booked the Hawaii tour for April which have now been cancelled due to Corona

They are refusing to provide me with a refund even when it is a clear breach of their terms and conditions and just keep regurgitating the same information when I contacted them

They are taking advantage at a time like this

I booked my first Topdeck tour a few months ago to travel as a solo female to New Zealand. It was one of the best trips I have ever been on. The itinerary was thoughtful, the guides were fun and knowledgeable, and it was a great crew. It would have been extremely difficult for me to see as many places as I did if I had rented a car and driven on my own. Will definitely book again!