Thank you for your feedback and we are sorry you feel the way you do. We can assure you that fans' enjoyment of their trips is our number one priority. All packages are put together to ensure our clients have a fantastic time and hopefully this is evidenced by our other reviews.
Back in December, we did address your specific concerns by private email as it is never pleasant to learn that a customer did not enjoy a trip.
In creating your package, we booked your flights with one of the world’s largest commercial airlines, your hotel was a 4 star in the heart of the city, and the pre-game tailgate (not trailer park) and novelty American school bus for the 10 minute drive to the stadium was exactly as described in your travel documents and has received positive feedback from other attendees.
Requesting a card and placing a hold on funds to cover incidentals such as room service and use of amenities is frequent practice with many 3+ star US hotels. We regret this caused an inconvenience; these held funds were released back onto the card upon check-out.
We can confirm that we did not receive an email from you during your trip and did respond to the first one received upon your return to the UK. Our emails are monitored seven days a week – even when our offices are not open.
Again we regret that you did not enjoy the trip and we’d welcome the chance to serve you again in the future.
