House of Travel - Hornby

Fantastic experience: Friendly & very helpful staff. Office atmosphere welcoming & giving off a happy vibe indicating a good work environment. My travel consultant was happy answering all my queries and searching for the best option to meet my requirements.

Negative experience: I found the Agent to be very unwilling to help me find the flight that I needed. I simply phoned the next company on Google and they sorted me out.

Fantastic experience: We have dealt with Paula Rhodes at House of Travel for some 20 years. She has huge knowledge of the industry, she is very experienced and proactive- we rely on her absolutely.

Fantastic experience: My friend and I were plan going on holiday and thought will go pop in House of travel for their help with the flight, which was good and the price was very reasonable.

Fantastic experience: Rachael provided us with quick responses to our queries and listened to our needs to ensure that she provided us with exactly what were were after. This is our second time using Rachael and we would not hesitate in recommending her to anyone looking for an efficient and knowledgeable travel agent.

Negative experience: Very grumpy, rude and arrogant staff, NO customer service with a smile. Worst customer experience EVER !!!!!

Negative experience: Absolutely terrible experience, would score lower if i could. Starting planning early February and have only just finalised flights. After waiting weeks for replies, being told they wouldnt be able to help with my plans (despite being told they could in my initial meeting), telling me my plans were quite literally "crying for help and needed more thought". Where then I was booked/quoted the wrong flights on the wrong dates to the wrong country. Before being left ignored for a month, waiting for a reply only to finally call and told my agent was on maturnity leave and that no one was looking after me. Vanessa was efficient and a good communicator and managed to get me booked within a week. Absolute dreadful experience will never use HOT again, ended up having to spend $1000 more from my initial incorrectly booked flights due to the wait time.

Fantastic experience: Probably the best of the house of travels in Christchurch the staff here are exceptional and go above & beyond to be attentive & helpful. I had the pleasure of dealing with Chris who was most informative & extremely efficient thank you again so much for you're help.

Fantastic experience: If you are looking for a travel agent who can interpret your wishes and get things done, look no further. Go in and ask for Rebecca Gilbert and let the journey begin.

Fantastic experience: After a very disappointing experience with another travel agency, it was a delight to deal with Megan, of HOT Hornby. Helpful advice, attentive and efficient, Thanks

Fantastic experience: Absolutely worth it. For reliable and trustworthy service HOT hornby is the best

Fantastic experience: Paula was asked by our sons to organise our flights, accomodation & tickets to Australian Open. We had a great trip, excellent seats in Rod Laver Arena. Accomodation so close to the trams. It was a great experience. Thank you

Fantastic experience: Our meeting with Chris was great. He listened to our ideas and researched the best places to go to give us the kind of experiences we wanted.

Fantastic experience: Great help and advice. We were not completely sure of our options prior to talking to Paula at HOT but she made it so easy.

Fantastic experience: Vanessa made the whole process very easy. Good advice around pricing, airline very knowledgeable.

Fantastic experience: Paula made my booking experience seamless and and pain free. She made sure that all the requirements for our trip were taken care of. Just a great reassuring experience.

Fantastic experience: Top service, great competitive company. Highly recommend!

Fantastic experience: Chris was just lovely to work with. He was friendly, professional and went above and beyond. I walked in with a fairly vague "this is the list of places I want to see in Europe and this is the time I have to see them in" and he was right onto it with ideas and suggestions. All communication was prompt and clear. Chris was also very patient and professional when I kept going back with little changes here and there to my itinerary. Thank you for the absolutely amazing, stress-free experience!

Fantastic experience: Liz went thd extra mile to help

Fantastic experience: Fantastic help from staff

Negative experience: Need to up date your times of opening, I was not the only person to come and find it was closed.. You would think what travel agents have been going through with covid they would have been glad of any business

Negative experience: 7 Oct 2022 Updated Tell it the way it was Paula. Actually I was surprised that you felt the need to write such a large response, to my 1 star review on Google, so thought I would respond to that, after you chose to post my personal information, that I have now added more to. 2.5 days later when we arrived at our destination, after Air NZ cancelled our flight at the time we were about to board, there was no transfer booked for us from the airport to the Resort. We waited an hour for a van to finally arrive, to take 8 of us to the resort. No rooms were booked for us, on arrival at the resort for the new date either. They found 3 double rooms, but no family room. We waited another hour for the hotel to get the 4 rooms sorted and our rooms were on the fence line of the Hilton Hotel, quite a distance away from the pool, restaurants etc. We had requested with you, that all rooms be on the ground floor, so the younger grandchildren could play on the grass outside of the rooms, but we ended up on the second and third floors and not close to each other. This was your responsibility to see that the airport transfer and accommodation was organised for our arrival, especially since I had paid you $44,223, to get us to our destination and advised your staff member of the cancellation, while still at the airport, to contact the transfer people and resort with the new date of arrival. We had a tiring, stressful 2.5 days away from home before getting there and lost a third of our 9 night holiday time. As I said to you by phone, after returning home...have some empathy for what we went through. At no time did I say you were responsible for the flight cancellation, that started our expensive, stressful, holiday nightmare. 5 Oct 2022 I think the 1 star says it all, for my experience with Hornby House Of Travel.

Fantastic experience: Having multiple flight cancellations, delays and baggage issues transiting through various airports, I found it very easy to call H.O.T. Hornby to sort out all my travel issues whilst trying to get back home to New Zealand recently. Chris and the team were able to quickly provide various date & time options for re-booking sectors and took care of all the travel arrangements, temporary accommodation in different countries and transfers to/from airports. H.O.T. kept me up-to-date with multiple telephone calls doublechecking that their options were suitable and manageable, then following up with e-mail confirmations, hotel vouchers etc. as proof of purchase prior to arriving at airport check-in and hotel reception desks. Prior to Covid-19 travel disruptions I rarely dealt with Travel Agents nor took out Travel Insurance, instead preferring to deal directly with Airline's and their App's, relying on legislation to provide alternative travel arrangements should anything go wrong. Now, however, having taken H.O.T.'s advice and since witnessing firsthand the shear amount of de-manning across the airline industry with little or no personnel available to re-book or assist at airports, that one telephone call to H.O.T. is very reassuring and takes the stress out of re-booking and getting to your destination. I will be using H.O.T. Hornby from now on..

Fantastic experience: Shout out to HOT Hornby, especially Paula. Thanks so much for getting my girl home, even though her flights were canceled 3 times, and while she was having a panic attack you just rebooked and sorted it all out. But a huge thank you for getting my US son in law here with 3 days notice. Problem free travel is an absolute pleasure. The point of great travel consultants is they take on board the stress, so we can travel stress free. Highly recommended.

Fantastic experience: They helped me allllll the way from Nz while I was in the states. This means they could only communicate with me via email and were still so patient and were able to explain everything to me so well over just messages! I also only had 3 days for them to figure everything out since I had no idea the Nz borders would be open to me so suddenly! They made sure I had seats with my wife on all of my flights despite our bookings being so far apart! They were able to help me schedule two different covid testing as well, on the fly, while I was traveling through LA. I don’t think it could had gone smoother than it had. Thank you very much from this new Kiwi!

Fantastic experience: Wonserful. Chris is fast and awesum. Great team

Fantastic experience: Very friendly helpful staff

Fantastic experience: Great customer service

Positive experience: Lovely lady but never got back to me on travel insurance that i wanted to cancel

Fantastic experience: Very helpful, definitely know the deals going

Negative experience: Hornby Office - Was planning on booking family holiday for 5 people and we just got ignored for half an hour. Agents didn't even have decency to say hello when we walked in or let us know that we would be waiting for a while. Won't be recommending or coming back.

Fantastic experience: Very helpful, makes travelling so much easier.

Positive experience: Not overly impressed