ComplaintsforRoyale Orchid Tours & Holiday Inc.

• Initial Complaint

  23/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I and my wife were part of pilgrimage group around 55 , denied entry to ******* ******* in Spain and around 20 more or less ,has to ***** in and pretending not with the whole group. I suspect there is abnormality in purchasing on line entrance ticket , otherwise no reason , we cannot enter . Said Internet cost is euro 33.80 . I and my wife would ask BBB , if qualified to ask for our refund , if so, total amount for 2 is Euro 67.60 , convert to CAD at 1.52 rate total in CAD $102.75. Aside from above , there were manny issues toward Royal Orchid Tours …. That why I and my wife dare to file complaint for refund . Thank you and kindly advise if our complaint is valid or not for refund . ******* and ***** ****
  

  

  Business response

  30/10/2023

   

  Hi Brian A********** here replying to your request to answer to the complain

  I and my wife were part of pilgrimage group around 55 
  

  Reply : Please understand that we were 2 groups of 42 each. 

  denied entry to *************** in ***** and around 20 more or less ,has to ***** in and pretending not with the whole group. 

  Reply : Please see attached tickets and website information. Price is irrelevant as i will send you the Terms and conditions of the tour.

  lets address his grievances:-I agree that few were not able to go in as the security made them wait as it was crowed and they needed more people to leave from the exit before they could allow more people to get in.

  I also found out that there was repair work going on inside the building due to which there was restricted number of people that could go in at a given time. This person was not willing to wait in the line or trying to go in later.

  the ********** that people had to ***** in sounds' so funny, as if they had no tickets as each one needs to scan their bar code in their tickets to get in.

  Please take some time to review my terms and conditions on my website.

  go to ************************* 

  scroll down below 

  ************************************************************************************************

  GENERAL INFORMATION
  BROCHURE ACCURACY
  The information given in the brochure are accurate as we can make it. Our brochure descriptions are of amenities normally available. However, circumstances can change due to events beyond our control. Major road work may necessitate route changes, Restaurants may close or change management. All of these cause us to make changes in the program. Where we may know of these sufficiently in advance we will notify you, otherwise our tour manager or local representative will inform you of the changes on the spot. Please remember that the brochure was produced many months in advance. There are also big fairs / Exhibitions lasting up to 2 weeks where all the hotels are fully booked several years ahead. Every effort is made to avoid such dates, but in few instances where it is unavoidable, it may be necessary to stay in hotels in other cities. During local or national holidays certain facilities such as museums and restaurants, sightseeing tours and shopping may be limited or not available. Alternatives will be offered wherever possible.
  JURISDICTION
  All disputes pertaining to tour and travel conducted by the company and any claims arising there- under shall be subjected to BC Jurisdiction only.
  GROUP AIR
  For each group we negotiate and secure group air contracts with all major airlines departing from the designated airport. This enables us to keep all passengers within a group traveling together, in most cases utilizing best air rates. Group air contracts differ from individually purchased airline tickets in many ways. When group air contracts are negotiated, we deposit a certain number of seats to hold the space and guarantee the rate. Unused seats must be released at least 90 days prior to departure to avoid a $ 250.00 per unused seat penalty. It is important to receive your registration by the deadline stated on the flyer. Once the seats are released back to the airlines, we may be able to accommodate passengers at a different air rate or on a different airline. Group air contracts limit types of deviations allowed and, in some cases, issuing tickets at individual rates may be necessary. Individual rates & reservations are not guaranteed until the tickets are issued. In order to issue an individual ticket, we must receive full payment. Taxes and fuel costs are subject to change until the tickets are issued.
  FREQUENT FLYER NUMBERS: 
  Royale Orchid Tours & Holidays Inc. cannot assist if you wish to reserve air using FF miles. We can update your record with Frequent Flyer #’s only if you note the number on the registration form. Otherwise please call the airline directly.
  SEAT REQUESTS & CHANGES
  Royale Orchid Tours & Holidays Inc. DOES NOT provide assistance with passenger’s seating preferences or specific seat requests. Due to the large number of passengers we work with, we are unable to provide this service unless the request is due to a medical issue. In this case, we will request a seat with the airline but cannot guarantee that the seat will be confirmed. Please understand that although requests are being made directly with the airline, not every request is guaranteed or granted by the airline. If you would like to have a seat number assigned, it is best to contact the airline directly upon receipt of your ticket confirmation # or change your seats at the time of check-in at the airport prior to departure.
  BAGGAGE ALLOWANCE
  As per airline rules, cargo bags up to 23 kgs. and handbags up to 6 kgs. are permitted. Please note: sharp items such as scissors, nail cutters, knives, pointed metallic items, batteries etc. are not allowed in the hand bag and must be packed in cargo baggage.
  LAND ONLY (not purchasing group air with Royale Orchid Tour & Holidays Package):
  We understand that some passengers may wish to purchase their own air transportation. Arranging transportation on your own may give you the ability to use flight miles for your ticket, secure the seat you desire/require, or deviate from the group. We offer land only prices on all our tours. Airport transfers are not provided for passengers purchasing land only (not purchasing air with us) if arriving or departing at any time different from the group. If you wish to enjoy the benefit of the group transfer, please be sure you are at the airport at the same time as the group. On certain itineraries airport transfers, may be very costly as the group may be traveling a far distance from the airport on the first or last day. If the flight schedule you purchase arrives or departs at a time different from the group, it is your responsibility to join the group either at the airport or at the first hotel.
  MEALS
  There are pre-set menus for the meals provided on tour. In some places, packed meals would be served. The types of meals are clearly indicated in the brochure. Unlike airline we cannot process a special meal nor can we guarantee special diet for the passenger, except to the extent mentioned in the brochure and preferred by you.
  We reserve the right to change the meal arrangement if circumstances make it necessary to do so. In the event of the tour participant missing any meal due to any reason, then no claim can be made for the meal he / she missed and not utilized.
  COACHES / SEATING
  We use luxury coaches, air-conditioned or air-cooled. We have found it fairest to operate daily rotation of seats, so no seat numbers are allocated. Seats no’s, 1,2,3,4 in each bus / coach are reserved for the Tour Escort / Guides.
  HOTELS
  On your tour, you will have rooms with private bath or shower in your hotels. The hotels will either be those shown in the brochure or of a similar standard. Some of our hotels are not centrally located in the cities, but in common with other tour operators, we have found that to provide you with comfortable hotels it is often necessary to use hotels away form city centres.
  SINGLE ROOMS:
  A limited number of single rooms are available on each trip. If you wish to share a room let us know at the time of registration. We will attempt to connect you with another person looking to share. The cost of Travel Protection insurance will be adjusted to reflect the single supplement as insurance cost depends on total trip cost. Should we not be able to accommodate all single room requests and you are not able or willing to share, a complete refund will be provided. If your roommate cancels, and the room is converted into single usage, a single supplement will be charged.
  PASSPORT AND VISA
  All airlines require us to submit valid passport information including full name (first, middle and last), date of birth, gender, country, in which your passport has been issued and passport expiration date. To ensure that we can provide this information accurately, we require a photocopy of each person’s passport traveling on each tour. Your passport must be valid 6 months from the trip return date. It is the passenger’s responsibility to check if visas are required for the destinations visited and to obtain any necessary travel documents. In case the visa application is rejected by the concern embassy / consulate or authorities, due to incomplete / delayed documents furnished by the passengers or due to any other reason whatsoever, or there are errors in the date of visa granted or scanned photographs on the visa, Royale Orchid Tours & Holidays shall not be liable for the same. All costs, charges in respect of the application for the visa, shall be borne by the passenger. If the passenger needs to cancel a tour due to rejection of visa or rejection of entry into the country, the cancellation charges of the company will be applicable and shall be payable by the client. There will be no refund if the client or any member of the party is unable to travel due to the said reason.
  PAYMENTS
  The registration amount paid while booking, is a non-refundable and interest free amount. The full payment must be received in accordance with the procedure laid down in the brochure under the heading “how to book on Royale Orchid Tours and Holidays Inc.”. Passengers must pay the entire amount of the tour before the said date. If we do not receive the final Payment by this date, we reserve the right to cancel the reservation. In the case of billing errors, we reserve the right to re-invoice with the correct pricing. In case of dishonored cheque, passengers will have to pay a $75 fee per cheque. Cheque dishonored is an offence and the company reserve the right to take legal action.
  CREDIT CARD PAYMENTS
  Tour prices are based on cheque / E-transfer / Cash payments . Credit card payments will incur an additional service fee of 2.5% of the tour price. Should the trip or reservation be cancelled the refund will not include any credit card charges.
  TOUR PRICE
  The price quoted in our proposal or brochure has been calculated as per the rates prevailing at the time of printing this brochure. The company reserves the right to amend / alter the price published in this brochure in case of the supplier rate fluctuations, currency fluctuations due to changes in the various cross rates of exchange, changes in various taxes, visa fees and / or fuel cost, before the date of departure. Any such increase in price must be paid in full before tour departure by the passenger. In exceptional cases any increase in price on the tour must be paid in full by guest on tour.
  HOW MUCH WALKING WILL THERE BE ON THE TRIPS?
  This active program covers a good amount of ground each day. The days are busy, usually starting with a wake -up call around 5 AM and departure by 7 :30 AM or earlier. We aim to be back at the hotel between 6 PM and 7 PM. Times may vary depending on destination and program. Expect from three to four hours walking on some touring days. The pace is moderate; however, you will encounter some uneven surfaces, stairs, steps, cobblestones, and significant slopes. Some tours require walking in the open air with no shade and no seating available.
  USE OF 3RD PARTY SUPPLIERS
  ROTH and its employees, agents, and representatives use third party suppliers to arrange tours, transportation, sightseeing, lodging, and all other services related to this tour. ROTH does not own, manage, operate, supervise, or control any transportation, vehicle, airplane, hotel or restaurant, or any other entity that supplies services related to your tour.
  ROTH is not affiliated with any other tour operator. All suppliers are independent contractors and are not agents or employees or representatives of ROTH. All customers agree that neither ROTH, nor its employees, agents, or representatives are or may be liable for any loss, sickness, injury, or damage to any tour participant or their belongings, or otherwise, in connection with any service supplied or not supplied resulting directly or indirectly from any occurrence beyond the control of ROTH.
  ACKNOWLEDGEMENT OF RISKS
  By offering reservations for travel in particular international destinations, ROTH does not represent or warrant that travel to such areas is advisable or without risk. ROTH will not be liable for illness, damages, or losses to persons or property that may result from travel to such destinations. It is the Traveler’s responsibility to determine her or his level of risk tolerance, including the decision to participate in a tour to a country or continent where Canada alerts and warnings have been issued. If the tour is scheduled to operate (i.e., not canceled by ROTH), standard cancellation policies apply if the Traveler elects to cancel because her or his risk tolerance has been exceeded.
  OTHER RISKS
  Other risks and dangers may arise including, but not limited to, hazards of travel by train, automobile, motor coach, aircraft and other means of conveyance, animal interactions, forces of nature, political unrest, other unrest, health risks or epidemics, food poisoning, risks associated with water, food, plants, insects and differing animal regulation, civil unrest, terrorism, acts of national and local governments, unrest and acts of others against governments.
  The Traveler attests that she or he is voluntarily participating in the trip and all activities planned with the knowledge that there are potential dangers involved, and hereby agrees to personally accept any and all risks. The Traveler will not hold ROTH responsible for the choice of the airline, hotel, bus company or any other service providers should an accident, injury, illness, or any other damage or loss incur during the trip. As lawful consideration for the agreement with ROTH to participate in such trips and activities, the Traveler agrees that she or he will not make any claim against ROTH, its related companies, third-party suppliers, or its personnel or sue for bodily injury, sickness, emotional trauma, death, property loss or damage or other loss, cost or expense, however, caused, as a result of or related to contracting for, traveling to or from, or in any and every other way participating in the trip. The Traveler releases ROTH, its principals, related companies, third-party suppliers, and its personnel from any and all claims, known or unknown, arising from contracting for, traveling to or from, and in any and every way participating in a trip.
  Where the Traveler occupies a motor coach seat fitted with a safety belt, neither ROTH nor the Operator nor its agents or co-operating organizations or service providers will be liable for any injury, illness or death or for any loss or damages or claims whatsoever arising from any accident or incident, if the safety belt is not being worn at the time of such an accident or incident. This exclusion and limitation of liability shall not be used to imply that the Operator or its agents or affiliated entities are liable in other circumstances
  This release of liability and assumption of risk agreement is entered into on behalf of the Traveler and all members of her or his family and party, also including minors. This agreement also binds the Traveler’s heirs, legal representatives, and assigns.
  PANDEMIC
  Royale Orchid Tours & Holidays is concerned about the safety of our Travelers. As an integral part of our work procedures, we will undertake a reasonable inquiry, with the suppliers (including airlines, hotels, bus companies, and other service providers) used on our trips to ensure they have instigated the best available procedures regarding the pandemic- protective policies advised by local government and health authorities. The Travelers agree to take the trip at their own risk. They understand and agree that the supplier(s) may not apply those policies as diligently as the policies suggest. In addition, even if the supplier makes a good faith effort to enforce its good practices, some Travelers may simply refuse to cooperate. Therefore, the Traveler and their families agree not to hold Royale Orchid Tours & Holidays responsible should they, anyone on the trip or their family members, and people they come into contact with contract COVID-19 or any other illness during or after the trip. The Traveler also agrees that any medical or additional (travel) costs necessary, due to the possibility of contracting any illness including COVID-19 will be the sole responsibility of the travelers.
  FORCE MAJEURE
  Royale Orchid Tours & Holidays Inc is not responsible for and no damages are due to a Traveler for failure by Royale Orchid Tours & Holidays to perform obligations related to the delivery of tour services, if such a failure results from Acts of God (including fire, flood. Hurricane, storm, or other natural disasters), war, invasion, acts of foreign enemies, cyber-attacks, hostilities, terrorism, nationalism, government sanction, blockage or embargo, labor dispute, strike, lockout, interruption, or failure of any mode of conveyance, electricity, internet or telephone services, or illness, accident, or death of the Royale Orchid Tours & Holidays Representative. Optional Trip Protection Insurance is strongly encouraged.
  Future Travel Credit Policy
  Future Travel Credits (FTC) may be used toward the purchase of a land and air package or land only package. It does not apply to air only. FTC are only eligible for a one-time transfer. They are non-refundable and non-endorsable. The entire value of the FTCs must be redeemed on one trip booking.
  SAFE TOGETHER
  You agree to adhere to and cooperate with the guidelines provided by ROTH, your Guide and Group Leader, health authorities, and governments in the countries to which you are traveling. Health standards and safety protocols include but are not limited to “Safe Together” measures such as physical distancing, wellness checks, protective wear, enhanced hygiene. Daily temperature checks, wearing of masks, frequent hand washing, full disclosure in case of the onset of unusual health symptoms, and willingness to seek medical attention immediately in case you are not feeling well. Failure to do so may be considered Traveler Disruption and is subject to the Terms and Conditions regarding such.
  The Company reserves the right at anytime and for any reason:
  To Cancel the application of any of the desiring passengers without assigning any reason after acceptance of the deposit, but prior to commencement of the tour. In the event that the company terminates the contract, the company may refund the deposit without payment of any interest; to amend, alter vary or withdraw any tour, holiday excursion, flight routing or facility it has advertised or published or to substitute a hotel or air/ rail/ bus journey or independent contractor of similar class for reasons which may be deemed fit and proper by the company. The passengers shall have no rights to raise any dispute regarding the same if the company decides to operate the tour with participation below the stipulated minimum or if the passengers are required to travel as individual travelers, the company reserves the right to collect additional pro-rata amounts. Passengers traveling as individual travelers in such cases will not be provided certain services including that of tour escorts, group activities and the passengers may travel with some amendments such as seat in coach airport transfers which are at fixed times etc.
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  ROYALE ORCHID TOURS AND HOLIDAYS BOOKING TERMS AND CONDITIONS
  -------------------------------------------------------------------------------------------------------
  Tours in this Brochure, conducted by various tour operators and ****eted by Royale Orchid Tours and Holidays
  
  LIABILITY
  We are travel and holiday organizers only. We do not control or operate any airline, nor do we own or control any shipping company, coach or coach company, hotel, transport or any other facility or service mentioned in this brochure. We take care in selecting all the ingredients in your holiday; but because we only select and inspect them and have no control in running of them, we cannot be responsible for any injury, death, loss or damage which is caused by the act or default of the management or employees of an independent contractor arising outside our normal selection and inspection process.
  
  RESPONSIBILITY
  In these conditions, the company means Royale Orchid Tours & Holidays and the client means the person / persons in whose name and / or on whose behalf the booking is made.
  There is no contract between the company and the client until the company has received the appropriate deposit. The full payment must be received in accordance with procedure laid down in the brochure under the heading “How to Book on your Tour” if not paid in that time the company reserves the right to cancel the booking with consequent loss of deposit and apply scale of cancellation changes as mentioned in the brochure.
  No person other than the company, in writing has the authority to vary, add, amplify, or waive and description, representation, term or condition set forth in this brochure.
  In the event of the company exercising its right to amend or alter any tour or holiday advertised on their brochure after such tour or holiday has been booked, the client shall have the right:
  To continue with the tour or holiday as amended or altered.
  To accept any alternative tour or holiday which the company may offer.
  In neither of these above cases shall the company be liable to the client for, any damage, additional expenses or consequential loss suffered by him.
  The company shall in no circumstances whatsoever be liable to the client or any person travelling with him for:
  Any Death, personal injury, sickness, accident, loss, delay, increase expenses, consequential loss or any misadventure howsoever caused.
  Any act, omission, default of any hotelier, or concerned in the provision of accommodation, refreshment carriage facility of service for the client or any person traveling with him however caused.
  The temporary or permanent loss of or damage to baggage or personal effects however caused. In this condition the expression “howsoever caused” included negligence on the part of the person.
  No liability on the part of the company arising in any way out of this contract in respect of any tour, holidays, excursion facility shall exceed the total amount paid or agreed to be paid for the tour holiday. And shall in no case include any consequential / loss or additional expenses whatsoever.
  The company shall not accept any liability or responsibility for any damage, loss, baggage loss, injury, accident, death, breakdown or irregularity, which may occur in carrying out the tour arrangement, weather conditions, strikes, war, quarantine and any other cause whatsoever and all such loss or expenses must be borne by the passengers.
  It is the Client Responsibility to Purchases Travel insurance, policies must be carried while on tour.
  The management reserves the right to claim any additional expenses insured due to delay or changes in the schedule of the train, airplane, bus, ship or other services.
  Any claim or complaint by the client must be notified to the company in writing within 28 days of the end of this holiday tour.
  In entering into the contact with the company, in addition to acting for itself is and shall be deemed to be acting as agent and trustee of its servant agents and contractor and as agent and trustee of all operators, and their servant agents and contractors, who at any time directly or indirectly take part in the effectuation of the tour. All such persons and companies shall to this extent be or be deemed to be parties to the contract and shall be entitled to the benefits of the same immunities and exemptions from liability as are available to the company under these conditions.
  Each of these conditions shall be severable from each other and if any provision be invalid, illegal or unenforceable the remaining provisions shall nevertheless have full force and effect.
  It is a condition of booking that you take out a holiday insurance from your local travel insurers. The details of your travel insurance must be indicated in the booking form in the space provided.
  The price quoted in this brochure has been calculated at the rate prevailing at the time of printing this brochure. The company reserves the right to amend the price published in this brochure in case of currency fluctuations and changes in the various cross rates of exchange, and or fuel costs, before the date of departure and to surcharge accordingly. All such increases in price must be paid for in full before departure.
  All claims, disputes of whatever nature relating to the tour operated by Royale Orchid Tours & Holiday Inc. the courts in British Columbia shall alone have jurisdiction

  Customer response

  31/10/2023

  Complaint: ********
  
  I am rejecting this response because:
  To Whom It May Concern ,
  
  Enclosed below a photocopy paper distributed to us by Royal Tours on that day 3 . Our tours pilgrimage start Oct. 4 to 15, 2023, is ****** Pilgrimage to Spain , France and Portugal .
  
  1. Correction as mention by Royal Tours “  few where not able to entered - is wrong “ . It’s around 55 or more where NOT able to entered and 20 more or less were able to “ ***** in and pretending not with Royal Tours group “ .  Total group for 2 buses is 80 + pilgrimage , including 2 original pastor priests from 2 parish , Fr. *** ****** pastor *** ****** ****** in Vancouver and Fr. **** ******** pastor of *** ****** ****** in Richmond and additional priest *** ****** from Calgary ( was able to entered ) 
  
  2. People from all sources of origin , where able to entered , showing proof of purchase . Only Royal Tours group , showing photocopy of on line purchase , has “ problem “ .  As said , few of our group has to “ ***** in , pretending not with Royal group, entered 2 in a group , to try there “ luck “  if able to go in , with fear cause might be rejected to entered .
  Recalled my memory , on that day , in front of ******* ******* entrance gate , said by Brian and assistant Maria “ told us to disbursed as GROUP and went 2 in a group to entered . Later , the entrance guard was alert from our group , but still some pretend …..and able to go in .
  
  3. I see nothing wrong the ******* ****** is under repair and improvement for passed 100 years plus and still on going .
  If cannot accommodate many people as mention by Royal Tours ( ? ) . Lot of people from differences countries , entered without denied entry . It’s only Royal Tours group cannot entered ( probably has Abnormality in on line purchase ) , otherwise no reason why we cannot entered freely . Even though the 2 pay tour guide , cannot help out or figure out why we cannot entered and said was threaten , if they pursued the matter , they might loose there license . ….. Brian and Maria , at that time , didn’t questioned the entrance guard at ******* ******* sincerely , just shy away ….. , why we cannot entered ….With this fact , I suspect “ ABNORMALITY “ in on line purchase . Also , why they bothered not  to ask for refund , if purchase legally .
  
  Reason Why I Decided To Pursued To Complaint due to too much irregularities and “ *** “ …… additional input for BBB to judge 
  
  1. When I and my wife , before making our deposit , we were told that Tour Bus Has Washroom Inside the Bus .
  2. A month before our pilgrimage , a dinner for pilgrimage at *** ****** ****** . Royal Tours had mention avoid using the washroom at the Bus ……
  The next day , I email Royal tour . Pardon me I might have to used the washroom in the bus , if needed , cause of ** ******** ******* . Will try to avoid using it if possible …
  
  Note , it was a “ *** “ No Washroom in the Tour Bus and was arrogant didn’t ask for apology . Where is good ethics and right conduct .
  
  3. In France hotel , where we check in , no water serve in lunch and dinner buffet , you have to buy . After brought the matter up , the next day , water were serve , except you want to buy ..  Note , on our first day at hotel in France where we check in , our buffet dinner food were exactly the same food given to us , only one dish slightly different ,but still taken from the lunch buffet food . 
  The lunch buffet fish given to us were fish Center good portion .  Worst was , the dinner buffet fish , given to us were fish front and back tail portion , which has many small bone ……
  
  Question, are we so “ ***** “ and pay for that same food in lunch and dinner buffet , in the same restaurant at the hotel .
  
  4. Last night at Amsterdam Hotel , said if you are not going out to dine with the group , you will have your pack dinner at 9 pm . 
  Passed 9 pm , I follow up Maria ( Royal Orchid staff ) said will take a while … At 10 pm, I told her it’s one hour delay , no pack food …  I said , we are hungry already , if have to take that long , should let us dine at hotel and charge to company . She agreed , but don’t tell others ….. and also she mention , we are on way to hotel ….. So, I decided not to dine at hotel , since they are on way to hotel …and if I and my wife dine at hotel will take time for food to cook and might as well wait since they are on way to hotel , also save money cost for them … The pack food arrived almost 11 pm ……. 
  
  Should have been honest and Frank with us ,……No words of ****** and concerned for our stomach …..
  
  5. At ******* ******* , said Brian will explain to us next day , why we were not able to entered ….. He never brought the matters to us and till time end never all .
  
  6. Brian told us , he and Maria ( staff ) might switch bus either 1 or 2 , but later both of the were at Bus 2 .
  
  Lastly , priests teach in Homily “ Love Your Neighbour “… While we were fall in line for Amsterdam airport check in , Fr. **** from Bus 1 , was around 6 meters at my back …. Later , he was in front of me , I was surprised , no ethic …… while our group and many seniors fall in line , he just cut the line …… 
  
  The 2 guide pastor didn’t dare to ask question on ******* ******* entry …. afraid to face reality , chose *************** , for there own personnel interest ( cause tour agency give then free trip ) . 
  
  Summarized , no words of ****** and responsibility , we are not so “ ***** “ that you can ***** * ***  * ** ** . It’s matter of respect one another …. So , I decided to file complaint for refund and decided to share more inout , I encountered toward Royal Tours and Vacation company .  
  
  Thank you for your time in reading the above matters and kindly advise , if my complaint is valid or not .
  
  Sincerely yours ,
  
  ******* **** 
  
  P.S. My name was deleted from Fr. **** chat group by Brian . Afraid of transparency , when I said it’s better to relay the matters to the chat group rather between us only . With this I file my complaints to BBB , thank you .

  

  Business response

  07/11/2023

   

  Second reply
  To Whom It May Concern Enclosed below a photocopy paper distributed to ** by Royal Tours on that day 3 . Our tours pilgrimage start Oct. 4 to 15, 2023,is ****** Pilgrimage to ***** , ****** and ******** .
  
  1. Correction as mention by Royal Tours  few where not able to entered - is wrong . Its around 55 or more where NOT able to entered and 20 more or less were able to ***** in and pretending not with Royal Tours ***** .  *********** for 2 buses is 80 + pilgrimage ,including 2 original pastor priests from 2 parish , Fr. ******************* pastor **************************** in ********* and Fr. ************************* pastor of *** ************************* in Richmond and additional priest Fr. ****** from ******* ( was able to entered ) 

  Reply : Please understand that I have given the reason in my previous email about the event. All our *****s members are happy with the tour. No one else has even send an email saying anything instead they are calling us for potluck dinner, where they want to talk about the next tour.  

  2. People from all sources of origin , where able to entered , showing proof of purchase . Only Royal Tours ***** , showing photocopy of on line purchase , has problem .  As said , few of our ***** has to ***** in , pretending not with ************ entered 2 in a ***** , to try there luck   if able to go in , with fear cause might be rejected to entered .
  Recalled my memory , on that day , in front of *************** entrance gate , said by ***** and assistant ***** told us to disbursed as GROUP and went 2 in a ***** to entered . Later , the entrance guard was alert from our ***** , but still some pretend ..and able to go in .
  

  Reply: I have sent the ticket copies and website link. Please check the tickets with the concern department.

      Reply: Customer needs to read terms and conditions again and needs to contact their insurance company for any claims loss as stated below cutoff of terms and conditions.

   The company shall not accept any liability or responsibility for any damage, loss, baggage loss, injury, accident, death, breakdown or irregularity, which may occur in carrying out the tour               arrangement, weather conditions, strikes, war, quarantine and any other cause whatsoever and all such loss or expenses must be borne by the passengers.
   Insurance policies must be carried while on tour.

  3. I see nothing wrong the ******* ****** is under repair and improvement for passed 100 years plus and still on going .
  If cannot accommodate many people as mention by Royal Tours ( ? ) . Lot of people from differences countries , entered without denied entry . Its only Royal Tours ***** cannot entered ( probably has Abnormality in on line purchase ) , otherwise no reason why we cannot entered freely . Even though the 2 pay tour guide , cannot help out or figure out why we cannot entered and said was threaten , if they pursued the matter , they might loose there license . .. ***** and ***** , at that time , ***** questioned the entrance guard at *************** sincerely , just shy away .., why we cannot entered .With this fact , I suspect ABNORMALITY in on line purchase . Also , why they bothered not  to ask for refund , if purchase legally .

  
  Reply :I have sent the ticket copies and website link,please check with the *************** about the abnormality of the tickets. I can also send a copy of the company Credit card bill used to pay for the tickets. They are welcome to contact their insurance company for any claims.

  Reason Why I Decided To Pursued To Complaint due to too much irregularities and ***  additional input for BBB to judge 
  1.When I and my wife , before making our deposit , we were told that Tour Bus Has Washroom Inside the Bus .

  Reply: All bus and bus services are as per European standards, we dont own them and as such cannot say anything in reference to the bus.
  Even if there were any washroom in the bus, no one is allowed to use it. Its only for the bus driver when he needs it.
  At the predeparture,meeting ***** had said for those who have Bladder problem need to use seniorsdiaper, and we would stop at destinated gas stations.
  
  Please read terms and conditions

  2. A month before our pilgrimage , a dinner for pilgrimage at St. ************************* . Royal Tours had mention avoid using the washroom at the Bus
  The next day , I email Royal tour . Pardon me I might have to used the washroom in the bus , if needed , cause of my prostate matters . Will try to avoid using it if possible

  Note , it was a ***  No Washroom in the Tour Bus and was ******** ***** ask for apology .Where is good ethics and right conduct .
  
  Reply : All bus and bus services are as per European standards, we dont own them and as such cannot say anything in reference to the bus.
  Even if there were any washroom in the bus, no one is allowed to use it. Its only for the bus driver when he needs it. I ***** also said that those who have bladder problem have to wear seniors diaper as the bus driver will not allow to use the washroom as there is no water to flush etc. and it is for the drivers use only.

  In ****** hotel , where we check in , no water serve in lunch and dinner buffet , you have to buy . After brought the matter up , the next day , water were serve , except you want to buy ..  Note , on our first day at hotel in ****** where we check in , our buffet dinner food were exactly the same food given to us , only one dish slightly different ,but still taken from the lunch buffet food . 

  Reply: These exclusions are on the broachers and is still available on the website.
  EXCLUSIONS Any increase in Airfare,Visa Fees, Airport & Govt Taxes and the rate of exchange leading to an increase in surface transportation and land arrangements, which may come into effect prior to departure. The tour price is subject to increase, without notice. Any expenses such as Tourist Tax and of personal nature such as porterage, laundry expenses, wines, mineral water, food and drink not in the regular menus provided by **, mini-bar, telephone calls, tips to the drivers,hotel waiters, local guides etc. are to be borne by the passengers. Meals are pre-set and a choice of menu is not available. Anything not mentioned in What your Tour Price Includes box
  Picture provided by pilgrims on the tours taken from the ************** while in ****** hotel have been attached.
  Could you see water jugs 

  The lunch buffet fish given to us were fish Center good portion .  Worst was ,the dinner buffet fish , given to us were fish front and back tail portion ,which has many small bone

  Reply: Please talk about yourself, you don't represent other,  so don't call others ***** just because you think you are *****.

  Question,are we so ***** and pay for that same food in lunch and dinner buffet , in the same restaurant at the hotel.
  Reply : Please understand that all meals are pre-booked as per hotel standards.

  4.Last night at ********* Hotel , said if you are not going out to dine with the ***** , you will have your pack dinner at 9 pm.
  All meals are prebook and everyone needs to travel with the ***** to have their meal.
  If they dont its their lookout to arrange for their own meal. This meal was in ******, ********
  Please see terms and conditions (meals)

  Meals

  MEALS
  There are pre-set menus for the meals provided on tour. In some places, packed meals would be served.The types of meals are clearly indicated in the brochure. Unlike airlines we cannot process a special meal nor can we guarantee a special diet for the passenger, except to the extent mentioned in the brochure and preferred by you.We reserve the right to change the meal arrangement if circumstances make it necessary to do so. In the event of the tour participant missing any meal due to any reason, then no claim can be made for the meal he / she missed and not utilized.

  Passed 9 pm , I follow up ***** ( Royal Orchid staff ) said will take a while At 10 pm, I told her its one hour delay , no pack food   I said , we are hungry already , if have to take that long , should let us dine at hotel and charge to company . She agreed , but dont tell others .. and also she mention , we are on way to hotel .. So, I decided not to dine at hotel , since they are on way to hotel and if I and my wife dine at hotel will take time for food to cook and might as well wait since they are on way to hotel , also save money cost for them The pack food arrived almost 11 pm . 

  Reply: All ***** member need to travel with the ***** to have their meal. ***** did a favor by trying to pack food for them on they way back from dinner. What a nice person. Please see meal information below.

  MEALS
  There are pre-set menus for the meals provided on tour. In some places, packed meals would be served. The types of meals are clearly indicated in the brochure. Unlike airline we cannot process a special meal nor can we guarantee special diet for the passenger, except to the extent mentioned in the brochure and preferred by you.
  We reserve the right to change the meal arrangement if circumstances make it necessary to do so. In the event of the tour participant missing any meal due to any reason, then no claim can be made for the meal he /she missed and not utilized.

  5.At *************** , said ***** will explain to us next day , why we were not able to entered .. He never brought the matters to us and till time end never all .
  You got your answer on the previous reply.

   Reply : You got your answer on the previous reply.
  
  6.***** told us , he and ***** ( staff ) might switch bus either 1 or 2 , but later both of the were at Bus 2 .
  Reply : None of his concern, which bus I sit.
  
  Lastly , priests teach in Homily Love Your Neighbour While we were fall in line for ***************** check in , Fr. **** from Bus 1 , was around 6 meters at my back . Later ,
  
  Reply : Please ask him If he has sent his complain to the priest or should I let the priest know.
  Why doesnt he deal with the priest directly, why tell me all this?

  he was in front of me , I was surprised , no ethic while our ***** and many seniors fall in line , he just cut the line  
  The 2 guide pastor ***** dare to ask question on *************** entry . afraid to face reality , chose *************** , for there own personnel interest ( cause tour agency give then free trip ) . 
  

  Reply : Please ask him If he has sent his complain to the priest or should I let him know.
  Why doesnt he deal with the priest directly, why tell me all this?

  Summarized , no words of ****** and responsibility , we are not so ***** that you can bully , lie  , to us . Its matter of respect one another . So , I decided to file complaint for refund and decided to share more inout , I encountered toward Royal Tours and **************** .  

  Reply: We are responding to his complainant; all passengers enjoyed the tour.

  Thank you for your time in reading the above matters and kindly advise, if my complaint is valid or not .
  
  Reply: Please let me know, what he has to say about his wifes birthday celebration that was secretly done by Royale Orchid team. We spend over 300 euro for it. Not asking for money just an FYI
  
  Pictures attached 

  again I am asking you to read the terms and conditions 

  Everyone needs to have purchased **************** coverage rom us or any brokerage, which these client declined on the registration and consent form.

  Insurance quotes were sent on may 13 by email. Quotes number showing below. copy could be provided upon request.
  
  8 **************************** Aug 17, **** ************/ ************ ********************** ******* Email May 13
  9 ********************** Oct 5, **** ************ ********************** ******* Email May 13
  All claims needs to be processed by their insurance company and we will provide a letter to the insurance company confirming the request by email.

  Regards and best of luck 

  Customer response

  09/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  To my brother friend in ************************* ,
  
  Main issued ,
  
  1. Yes or No , Can I and my wife ask for refund on *************** matter , toward ***** Orchid Tours ******* and not thru your insurance ******* , as you mention . If yes, said Internet entrance in euro is ***** person , convert rate to CAD at $1.52 is $51.37 x 2 person  total CAD $102.75 .
  Note , our claim has to be toward ***** Orchid Tours , cause we pay to your ******* on tours . We dont have business toward your insured insurance .  BBB probably can justify the matter. Kindly see below matters , why I have to pursued refund . Major cause was , you delete my name at our chat group , show no respect probably fear to transparency 
  
  Other issued input ,
  
  From the beginning and until now , no apology were made , if have ask for pardon , I might considered . See below matters again 
  
  1. As mention , bus tours has toilet , but on that day no toilet inside bus .  Did you make an explanation to the group and ask for apology
  
  2. *************** matter , said to explain to us later day ,  but didnt explain to us and even no apology to the group .
  
  3. Said by ***** , Bus 1 and Bus 2 , each will have company of ***** Orchid Tours Staff sitting either one at Bus 1 or Bus 2 . It was not, Bus 2 has 2 staff . If at ****** hotel restaurant , serve no water , if you or ***** , were there , then one of you , would request water to serve , rather we have to buy and also dinner buffet food were exactly the same food given during lunch buffet , then you can complain to the hotel and also , fish front part and tail part serve at dinner buffet , dangerous to eat , reason many small bone .  Note , the middle portion fish serve were at Lunch buffet . Do we pay for the same food same restaurant . Isnt the responsibility of ***** Orchid Tours , to look after or dont care at all .
  
  Would like to say Thank you to your staff , ***** , probably seeing my chat mail and next day water were serve free during lunch and dinner , otherwise , we still have to buy water ?
  
  Again, did you make an apology ? 
  
  4. Did you make apology and explanation ,  when our Bus 1 , has no tour guide from ***** Orchid , instead Bus 2 has 2 , tour guide. ..
  
  5. At ********* hotel , pack meal at 9 pm. Words of ****** and responsibility . If sudden cannot brought the package food at 9 pm but till 11 pm , then its your responsibility , to find a way or let us dine at hotel at ******* expense . Its money your priority and prefer to let your customers , hungry for 2 hours . 
  Reputation , Prestige , Responsibility and Trustworthy , dont you care about it .  Where Is Your apology  
  
  6. Why delete my name at chat group under Bus 1 ( Fr. **** ), when I said , its better we chat the matters to the chat group , be transparent . Rather we talk among ourselves . Can you explain to me and to BBB , why delete my chat name with the group .
  
  7. You have mention no one in the group complain and only me .  Why not send the above matters to the Bus 1 and 2 , chat group , lets everybody can see what happen regarding my complain to BBB and let them judge . Be transparent and lets talk thru the chat mates . Or you can send the above chat to the whole group .
  
  Again, it was Fr. *** , advise me to bring matters to Bus 1 under ********** which I belong . Then Fr. **** at ***************** told me to address the matters to ***** . Most probably the 2 clergy , has to keep silent , cause there trip are free . If complaint , next time , they may not avail of the privileges . Sadly , they chose to be *************** rather than righteous .
  
  Quote , **** ***** *** ***** * **** ***** *** **** ***** ******* ******* *** ********* * **** ***** ** ***** *** ******** ***** *
  
  As explain thoroughly , dont be arrogant , pride until now havent heard from your ******* saying sorry for the short coming during the entire tours . Reputation , Trustworthy , are worth and precious , which money cannot buy but we earned it , thru good manners and right conduct.
  Honest dealing with good ethics , to gain trust and respect  
  
  Thank you for your kind attention , hope you dont mind . Its matter of self respect toward one another . Even if you are in my shoes , what do you think .
  
  Luceat Lux and God Bless ,
  
  ******* **** 
  

  

  Business response

  10/11/2023

  I am feed up and thinking of meeting my lawyer next week to discuss what needs to be done.

  Reply: I Have a copy of his registration and consent forms, that I am willing to take to court If my lawyer decides to file a case of ********** and ****. I have enough people in the group who are willing to witness against him. I have also spoken with all 3 priests about this issue and what he has written against them. I have answered to every lie he has spoken.
  

  (d) If you act unreasonably and that your actions or behavior are likely to cause distress, danger or annoyance to other customers.
  
  Please ask him to read the Terms and conditions
  
  As per the registration and consent form, he can claim what he wants with the insurance company that he is liable to have purchased as per the Terms and Conditions.
  If he choose to not buy travel insurance even after signing the documents which clearly speaks about Liability. He is responsible for not purchasing Travel Protection insurance as per the signed forms. (See Below)

  
  I am purchasing travel protection:Yes / No, I decline.
  By signing below, I consent to any necessary itinerary changes and price adjustments and agree with all Royale Orchid Tours &Holidays TERMS AND CONDITIONS as outlined on this page and on the company website: *************************.I also understand that (****) highly encourages the purchase of travel protection and that any fees associated with this trip cannot be waived for any reason. By declining to purchase travel protection I assume all financial losses associated with this trip which otherwise may be covered by travel protection. I also agree not to contest charges associated with the trip cost as outlined in this brochure. 
  RELEASE OF ALL CLAIMS AND LIABILITY AGREEMENT
  In consideration of my participation in the tour by Royale Orchid Tours & Holidays ***** I freely accept and fully assume all risk,dangers and hazards and possibility of personal injury, death, property damage and loss resulting from. I am also waiving all legal rights which I or my heirs, next of kin, executors, administrators, assigns and representatives may have against Royale Orchid Tours & Holiday **** I am executing this release and waiver liability freely and voluntarily without compulsion on part of Royale Orchid Tours & Holidays ****   

   

  Thank and Regards

  Brian A*********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩