House of Travel - Newmarket

Negative experience: Terrible experience trying to work with Erica (the apparent “Africa expert”) for our trip to Africa this year. I’m unsure if she just didn’t take me seriously, but communication was next to none once I left from first meeting with her, the way she spoke on the phone was very short and sharp. Never asked any further questions about what we might like to do, what dates we would be there, what our budget was etc. When I tried to follow up with her and let her know of our new ideas after some research she replied with a bunch of problems instead of adding some solutions as well. completely put off house of travel. Have been working with a different company who have been incredible and we are about to boom an awesome holiday together. I see from the reviews below I’m not the only one who has had trouble with Erica.

Positive experience: Great travel agent. Excellent service.

Fantastic experience: I wasn't having much success with Mix and Match or my local HOT. Somebody said call Tony at HOT Newmarket. All problems solved, quickly and easily. Thanks Tony, excellent service.

Negative experience: We have used House of Travel Newmarket 3 times and the first two trips using Tracy went without any issues and were fantastic. Our last trip to Ireland, Scotland, Helsinki and Russia which was fabulous, but we felt the customer service from Erica was somewhat lacking, with 3 issues that could’ve been handled faster and better. 1) Overcharged for Rental car drop off - now resolved with credit from HOT Newmarket. 2) Felt scammed over Peregian pre and post accommodation and never really resolved by HOT Newmarket - will never book a Peregian Tour again. 3) Worst possible customer service on our Qatar Business Class Flight Auckland to Doha, and received a couple of bottles of champagne, which hardly offsets the upgrade costs. Erica never seemed to interested in asking about our holiday and only tried to resolve our issues after my persistence - will never use HOT Newmarket again, and have already booked our next tour thru another company.

Fantastic experience: I would like to mention the awesome service that I have received from House of Travel Newmarket, in particular Fleur Virtue. Thank you for communicating continuously with us and ensuring that we get the best deal possible. We really appreciate all your help with our last few travel transactions.