Hi Aaron, thank you for taking the time to leave your review.
As you know, we have been in continuous communication with you regarding your concerns. We are disappointed that you remain dissatisfied despite the several attempts that have been made to provide you with a resolution on this matter. We have made numerous attempts to comprehensively address your concerns and provide you with explanations on your experience, our processes and what is required from you when you make a booking with Topdeck, including comprehensive travel insurance.
We have advised you the reasons behind the need to change the vessel for your trip and whilst we appreciate it was last minute, we did so as soon as we were made aware ourselves, which was over a month away from your departure date. We ensured the entire group, including yourself, received a refund in the price difference and we also included some optional dinners and extras as a gesture of goodwill. Further to this, we outlined that should you have any concerns about the change to let us know.
As explained to you, there were no reports of a confirmed bed bug 'infestation' in the cabin you were allocated. Nor were any bed bugs found in your original cabin bed or mattress and it was in fact isolated to your belongings. Despite this, we moved you to another cabin and also absorbed all fees associated with laundry, dry cleaning, professional sanitary protection cleaning services for your belongings, amongst other costs, such as new clothing, to make you feel as comfortable as possible. We have also explained to you that you were free to take your isolated belongings at any point but it would have to be off the boat to prevent any potential spreading, and you could only bring the impacted belongings back onto the boat once they had been professionally sterilised.
We continuously strive to offer our customers amazing and thoroughly enjoyable experiences, so we don't take it lightly when a negative experience is brought to out attention. We have extensively discussed this with you and we sincerely apologise that you left your trip feeling let down as we tried to remedy your concerns as best we could given the circumstances.
We are still waiting to hear back from you on the resolution we've provided so please do get in touch should you wish to finalise matters.
Thanks again and we hope you have a great rest of the week!
