Complaints

• Initial Complaint

  22/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dates of transaction; May 26-31, 2023 (1 deposit & 2 e-transfers) Amount I paid the business; $******* What the business committed to provide me; A comprehensive package tour from Winnipeg to Churchill on *** **** that included Chef prepared meals, hotel & excursions What the nature of the dispute is; I paid for services not delivered and I was not offered the same package & price (a berth & private hotel room) that another single person in the group received Has the business tried to solve the problem; No When and where the ad was seen; May 2023 in the ******** **** ***** and on his Rail Travel Tours web site ( **** ******* ** *** *** **** Business Name; Rail Travel Tours owned by Daryl *****  I am asking that Rail Travel Tours refund me $***** **** ($*** + tax) for the cabin for 1 (with the private toilet that couldn’t be used at night) and the single hotel room in Churchill, $*** for the difference in cost between the chef prepared meals and the frozen microwaved food we got, $** for the cost of the presentations & Thompson tour that I didn’t get, $*** for the cost of the extra food & drinks I purchased. I took the ‘Ride The Rails To See The Whales’ tour July 4-10, 2023 with Rail Travel Tours which was organized by the owner Mr. Daryl *****. The ad states you can upgrade to a Cabin for 1 on the train (with private toilet) and a private hotel room in Churchill for $***. I upgraded specifically for the private toilet on the train but Mr. ***** DIDN’T TELL ME THE TOILET CAN’T BE USED AT NIGHT. Had I known this, I wouldn’t have taken the upgrade. Another woman in the group, who was also travelling single, told me she planned to upgrade to the cabin for 1 until Mr. ***** told her about the toilet. She decided against the $*** upgrade taking the berth instead and she STILL got a private hotel room. HE DIDN’T OFFER ME THE SAME PACKAGE & PRICE. The ad states there was a max of 18 guests meaning 9 hotel rooms had to be held for the tour if all were couples. We had 3 couples and 3 singles so our group used 6 hotel rooms leaving 3 rooms unused. There were enough rooms for all 3 singles to have single occupancy without issues so all 3 singles should’ve been offered the same package for the same price. His ad states the meals on the train “will be freshly prepared by the VIA Chef” but there was only a Kiosk with a limited selection of small pre-packaged entrees that were microwaved. The guide said Mr. ***** wasn’t aware that there wouldn’t be a dining car or a Chef. IT IS HIS JOB TO KNOW THIS, TO CHARGE ACCORDINGLY AND TO ADVERTISE HONESTLY BUT HE FAILED TO DO THIS. If this was a genuine error he should have refunded the difference *** ** ***** ** **** *** ******. The entrees were small so I had to buy extra food. He only allowed tea or coffee with meals & I don’t like either, so I had to pay extra for something else. Fruit & vegetables weren’t included in the entrees or available to buy on the train which meant 4 days without either. For these reasons, I bought food in Churchill for the return trip. He promised Chef prepared meals as part of a very expensive package *** * *** ****** * ***** **** ********** ***** **** ******** **** *** ***** ****** ********. He advertised there would be heritage discussions & presentations on the train, a tour of Thompson with a visit to the Heritage North Museum & an optional dog sled tour on the last day in Churchill NONE OF WHICH WERE ARRANGED OR OFFERED. I completed & signed the evaluation given to us & invited Mr. ***** to contact me to discuss my concerns prior to submitting a review. It’s been 6 months and he hasn’t contacted me, ** ** ******* ***** ********** ** ********** ******** ** ******** ************

  Business response

  20/02/2024

  Sorry to read our guests was disappointed with aspects of our travel package to the remote community of Churchill, Manitoba that she booked on and took place in the summer of 2023.  Please be aware that in my opinion there are considerable errors in the comments submitted in regards to the guests travel experience. ** ***** **** ** ***** ****** ** *** ***** **** **** **** *** ********** *** **** *** **** ********* ***** ** ********* *** ***** ** ** ************* **** ****** ***** **** ****** ****** *** ********** ******* ************* *** ********* ***** *** ***** ******** **** ***** **** *** ****** ** ****
  ****** **** ********* *** *** *** ***** *** ********* *** ***** *** ******** ***** ***** ***** *** **** **** *****  ** ******* * *** ***** *** ******** ** ******** ******** ******* *** ****** *** ***** **** *** ***** *** *** ****** *** ******** *** ** ** ****** 
  I am very sorry that the 2 OPTIONAL experiences the guest mention did not take place.  in Thompson, MB this did not proceed as I believe the train was late arriving here, and after the season ended was told the museum was experiencing staff shortages due to their previous long time museum administrator/ curators sudden passing prior to our visit.  Also, the dog sled tour did not take place as they could not commit to a reasonable price for our guests and we did not want guests to come back to us that they overpaid for the experience as was the case in the fall of 2022.  As these were optional experiences and nothing was paid for no renumeration is not required.  When *** **** will support groups to Churchill, we will be looking at other OPTIONAL Tours for our guests and again sorry these were not available while you were travelling.   
  The guest was clearly informed what the private accommodation on the train would be like when booked her trip on the phone.   The other type of train accommodation was a different price as it was a semi-private (did not have a toilet at any time) and a heavy curtain separates it from the hallway and still included a single supplement priced accordingly re the different type of train space and not sharing the Churchill hotel ***/. whereas the guest had a private Cabin with a door that closed and locked and paid for this type of upgraded and more private train accommodation.  The guest was not sharing the hotel room in Churchill (as in a double occupancy booking or 2 people in the same hotel room) and this is where the difference in price is required.  This is out of our control and we charge considerably less than other tour companies for single occupancy reservations. 
  I did reach out to the guest last year (a couple of times by phone) to go over her feedback forms comments regarding sharing comments, which the guest indicated would be ok but just wanted to confirm this again, and have provided these to our *** **** tour operator representative and still have not heard back from them to date. *** **** has provided much better meals in the past when groups like this have been onboard the train.  Prior to the tour I did reach out multiple times to *** **** Winnipeg management to conform the situation would be the same or at the very least what the meal service would be like but got no response to my requests for more info.  It should be noted that due to the remoteness of this train other options are very limited.  With that said we did pivot to bring onboard a freshly prepared Ukrainian themed meal on the last day of the tour for lunch.  I am absolutely disgusted in how the guests were treated in regards to the meals service onboard the train and how poorly *** **** is treating passengers in this regard. All other Churchill packages were cancelled last year after this departure which meant a considerable loss of revenue for Rail Travel Tours in 2023.  *** **** also did not provide the same amount ant types of sleeping car space as per our agreement with them on this departure.  I have thoroughly followed up with *** **** and if anything is provided to us from them (it has not been in the past) be it renumeration or credit for future travel we will pass it along to the guest(s) on this tour.   Lastly if the guest would like to submit us the receipts from the carbonated beverage purchased (ice water also has always available for our guests at meals at this hotel in the past) or the added meals we would review this with our partners and explore what can be done.  All feedback is appreciated and used so we can improve things for future guests travelling Canada by rail.  

  Customer response

  25/02/2024

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

  My Reply to Mr ******* comments:
  
  1) regarding his inclusion of comments from other guests;
  My complaint was specifically about Mr ******* service as the tour operator and his failure to deliver things that his ads stated would be included in the tour package. ** ******* **** ******** **** ***** ****** **** **** ********* ** ***** *********** ******** ** **** **** ** ****** ***** ******** ***** *** **** ** *** ***** *** **** ** *** **** ******* ***** ***** ** ********* ** **** *********** 

  
  2) regarding the optional experiences your ads state;
  a) “in Thompson we have planned a tour of this northern city and a visit to the Heritage North Museum”. No where does it say ‘optional’ which indicates it was included in the package price. You replied that the train was late so the tour couldn’t happen yet 3 of us took a taxi to the museum and spent a couple of hours there, so it should be reimbursed. 
  b) there would be “heritage discussions and presentations onboard the train“. There weren't any so there should be some reimbursement.  
  
  3) regarding the upgrade to Cabin for 1;
  a) I was not ‘clearly informed’ about the toilet which was the sole reason for why I upgraded. You informed another single female about the toilet issue and as a result she decided against the cabin and took a berth. If 2 out of 3 (66%) of the single guests in this group wanted the upgrade mostly for the private toilet, then I assume this is a major reason for upgrading. I’d also assume you’d know this due to your years of experience with booking this particular accommodation. We are paying you to tell us about these kinds of details so we avoid costly mistakes. You provided that service to her but failed to do that for me resulting in me overpaying $*** for an item that couldn’t be used. 
  b) you state I didn’t share a hotel room, but neither did the single female who decided to take the berth. She paid $*** less than I did and still got a private hotel room. 
  
  4) regarding whether or not you called me twice to discuss my concerns is a he-said-she said situation. I invited you to contact me because I potentially had something to gain (a refund). You only had something to loose (a refund). I have call display & voice messaging and never once saw your number or had a message. **** *** *** ******* **** ** ***** *** ********** ** **** ******* *** ***** ** ******* ** ** ** *** ******* ***** ****** ** ** *** **** **** *** **** ** *****  
  5) regarding the meals;
  a) you state you reached out multiple times to *** **** Winnipeg Management about the meals but got no response. I read this and immediately googled *** **** and initiated an online chat with an agent. In less than 5 minutes I was told “the meals are not prepared by chefs, but are mostly pre-prepared meals”. * ******** *** ****** ***** ** **** *********** You have a diploma in Tourism, are the owner/operator of Rail Travel Tours, have years of experience working with *** **** and pricing out trips and food and you couldn’t get this information, but I did without any experience at all in under 5 minutes??
  b) your ad states the meals “will be freshly prepared by the VIA Chef” and your tour guide on the train stated you thought the meals would be Chef prepared. You would’ve priced your tour package accordingly to ensure you wouldn’t incur losses on the meals. 
  c) you state; “I am absolutely disgusted in how the guests were treated in regards to the meal service onboard the train and how poorly *** **** is treating passengers in this regard”. Let me be very, very clear - *** **** didn’t treat us badly!! They were transparent about what they were serving and this information was easily obtainable. However, Mr ***** ****** ** *** *** ********* ** ********* *** ******* *********** *** advertised and charged us for Chef prepared meals. He didn’t deliver on his promise, didn’t apologize for his error, didn’t offer reimbursement to correct what he calls ‘disgusting treatment’ and then blamed *** **** instead of taking responsibility. I bought my tour package from Mr ***** - NOT from *** ***** *** **** didn’t misrepresent their services - Mr ***** misrepresented them!
  d) do you honestly think ordering 1 Ukrainian meal (without even asking if we like perogies & cabbage rolls), is restitution for the difference in price between 4 days of microwaved meals vs Chef prepared meals? 
  
  6) regarding his request that I submit receipts for my ‘carbonated beverages’. 
  I’ve already specified all the amounts I feel I am owed in my initial letter ** *** ***, and this amount remains unchanged. I feel the onus is on Mr ***** to prove he didn’t charge me for the Chef prepared meals, the presentations onboard and the Thompson tour since he advertised them as part of the package but didn’t deliver them. He could submit invoices or receipts for my tour and from last year’s tour where the guests received these items so they can be compared to determine if my tour was discounted appropriately. ************* *** **** ** ** ***** ***** ***** ****** *** ******** *** ** *********** ********** ** ** ***** **** **** **** ***** ***** *** **** ****** ** *** ** ******* **** ***** ************* **** *** ******** *** ******* **** *** ** **** ** **** ******** ************** **** *************** ** ************** *** ***** **** ******* * ***** ****** *** ********** ********

  Sincerely,
  
  Jerri ***

• Initial Complaint

  22/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  December 18, 2022
  Re: complaint against the Rail Train Travel to reimburse the sum of 2 tickets * ********* ******** ********* for a Northern Fall Colourful Tour trip which we took on September 23-27, 2022. *** **** ** ***** ** **** ** ** * *****
  I would like to make a formal complaint for a poorly disorganized trip. ****** and I want our monies back in full. **** **** *** * **** **** **** *** **** **** ***********  **** ****** *********** ** *** **** ***** *** ******* ********** ** *** ******* ******* ***** **** ********* ****** ** ******** ** *** ******* *** **** *** **** *** ** ***** ****** ** ***** *** **** ******* ** *** *** ******* **** **** ** ******** ** *** ****** ****** *** ******** **** *********** ***** **** ***** **** ***** ************* *** ********** ****** ** ************ ******** *** ****** ************ ** **** ******* ** ******* *** ******* *** ****** **** ** ********* ****** *** **** *** * ***** ** ******* ** ************
  We often ate outside in various parks. I received my itinerary the day of the departure. *** ********* *** * **** ****. No mention of times when we should arrive at different destinations or how long aboard the trains. It was always a guessing game. The days were too filled with travelling times and visits to various museums. **** **** ****** **** **** * ******** ***** We never had time to rest or have down time. ****** ** *** *** ******. We woke up early every morning between 5-6 a.m. and always arrived late at night between 7-8 p.m.
  We ate on the bus everyday, lunch boxes (sandwiches and water). ****** *** ******** ** **** ** **** ************ Our first stop was Thunder Bay, what a disappointment. We visited the ******** ***** ********* ******* an old boat. For those of us with mobility issues, we did not partake. Our hotel was ****** ****** *********** We were all suppose to have views of the waterfront but saw nothing because we arrived late that night. **** *** ******** ******* **** ****** This is an old hotel with partying guests in hallways and in their rooms. Many of us had no sleep that night. The meal service that night was spaghetti and meatballs. Terrible meal serviced cold and rubbery noodles. I was starving that evening and ate the meal because I am a diabetic. * ******* ** **** ***** ** **** ** * ***** **** ********* *** **** ***** ****** ************
  Thunder Bay to Sault Saint Marie. Boarded our bus early to see North Shore of Lake Superior. We stopped at ****** *** **** to eat lunch box sandwiches. Arrived finally to our destination to Sault Saint Marie to visit Parks Canada and Canal. Our tour guide operator and bus driver left us again to pick up our hotel keys. Told us he would return in half an hour. The bus returned sixty-five minutes later, and Daryl distributed our keys once again in the cold. This was a pattern that he and bus driver did daily. *** ******* *** **** ***** ** *** ****** **** ** ** **** **** *** ** *** **** *** **** **** *** ******* *** *** ******** As we arrive in Sault Saint Marie, Daryl starts calling our restaurants we could eat at on Main Street. **** ****** ****** ** *** ******* *** ****** ***** ******* Our bus driver decided to pull into a mall parking lot and tells those who are interested in eating in these restaurants to get out. ***** *** *** *** ****** ***** *** **** ********** ** **** *** ********** *** *** ******** ****** *********** ******** ***** *** ******* *****. *** ******** *** *** ****** ***** **** ** ***** ** *** *********** That evening we stayed at the ***** * ***** as well as the next night. ** ********** ********* *** ****** *** ** * ******** ****** **** ***** * ************* ****** *** ***** ********* **** ******* ** *** ********* *** ****** ***** ******* **** ********** *** *** *** ********** ** *** *** ** *** *** ***** **** ***** ******** ** *** ****** ** ***** ** ** * ********** *** ** ****** ************
  Day three ****** *** ****** ****** *******. Early wake up again to board the train which took 10.5 hours to reach our destination, there and back. ***** *** ******* ** ***** ** *** ******** ***** Getting aboard these fine old trains caused mobility issues boarding for many of us. Often didn’t call ahead to get lifts to set up to help our seniors. He would ask for help once aboard. *** ** ********* **** His itinerary never mentions at what time we would arrive. ***** *** * ****** ****** ** **** ** ******* ***** * ********* * **** *** ** ******* ***** *** **** **** ******** ** ****** ******* **** **** ** ***** ****** ** *** ******* * ****** ***** **** ***** *** *** ******* **** ***** **** **** **** *** ****** *** ** *** *** ********** ****** ****** **** **** *** *** ******** **** ** **** **** **** *********** ** ****** ******* After this long train trip, got back on the bus ** ***** *** ******** ******* ******* ******. We were all so tired being confined to our seats on the train and bus ride. There was no leg room which caused many mobility issues in just walking afterwards. We ate supper at the museum; it was our first good meal.  After supper watched a film, shopped in gift store, and then embarked our bus *** ***** * *****. Arrived late and completely exhausted. Too many activities in one day. ************
  *** *** ****** **** ****** *** ***** ****** **** *** ** ****** *** **** ********* ** ******* ***** ********** *** ***** ***** ******* *** ******* ****** ******** ***** ******* ******* ** ***** ******* **** ** **** ******* ****** ******* *** ****** **** ** ******** ** did not replace hygiene products in washroom like toilet paper and wet ones for hands, and did not clean bus *** ** ***** ******** Customers put toilet paper and wet ones in washroom. *** ******* ** ***** *** ****** ***** ** ** **** ** ****** ** ***** *** ** ***** * **** ****** ****** **** **** ** ***** *** ******** ** *** **** ** ***** ** ****** **** ** *** ************
  Going to Sudbury, stayed at the ******* ****** **** ***** *** ** * ***** **** ** **** **** **** ******** ******* **** *** ***** ***** The hotel’s elevator was stinky and smelling **** ****** ****** ** *** ***** ** *** * **** **** ****** ***** ********* ****** ******* *** ******** Old hotel in a wrong and dangerous area of town. **** **** *** ******** ***** **** *** ****** **** ****** ***** *** ***** **** ****** ** ***** ****** ******* ** **** ****** ************
  ***** ****** **** **** ******* ** *** **** ******* ** ****** ** *** *********** *****. **** ** * ***** **** **** *********** *****. Our train ride was long and tiresome. We were fed our famous lunch boxes which we ate everyday aboard the bus. * ** ********** **** We went to a ********* Fall Supper. We had supper at a seniors complex *** **** *** ******* ****** **** * ****** **** ***. This motel had to be the worst, **** **** ****. Curtain rods missing, cigarette burns on linens and comforter ripped all over. We ordered our last lunch boxes that night for tomorrow’s lunch. * ** **** *** ********* ***** **** **** ***** ** * *********** ****** ************
  Last day of our journey was going home to Winnipeg. We had breakfast aboard bus with ****** large blueberry muffins and orange juice. * ** **** ** ****** ***** ***** ********* **** **** *** ********** This day we had two meals aboard the bus. I asked Brent our tour guide operator, what time we would be arriving in Winnipeg and was told early evening. **** **** **** ***** **** ****** ** ******* ***** * ****** **** **** ***** ********* ***** *** ***** ****** ***** **** ***** This trip was done twice last year by the company* ********* **** ****** **** **** **** ** ****** ** ******** ** ********* We were on the bus trip over 8+ hours. We never had games, movies, jokes or breaks to stretch our legs to pass the long hours.
  *** ***** ***** ****** ******* **** **** ** **** * ** ****** ********* ******* ** ** ***** ** ********
  I am getting more and more upset at myself for booking my friend and myself ** **** ********* ****** ***** ****** ***** ** *** ******* ****** ***** ******** ********** *** ***** ***** ***** ** ** ****** ***** **** * ****** ***** ** *** ***** ** ***** ** ********
  Daryl contacted me two months after the trip. (I had sent him a letter to complain about the trip). ***** **** ** **** ** *** ***** ******* **** **** ** *** ******* ****** *** **** ** **** ** **** ****** *** * **** *** **** **** **** *********** ***** *** ***** ***** *** **** ****** ******* *** ***** **** *********** ***** *** * ********* **** ***** ****** ******* *** **** **** ***** *** **** ************ *** ******** *** **** ***** * ****** ******* **** **** **** ******* *** **** ******* ******** *** ** ****** **** **** ******** ***** *** ******* ****** *** ***** ** ******* **** ** *** ***** ***** **** ***** ****** ***** * ******* ** **** ** ******* **** ******* ****** ******* ****** ***** *** ******* **** *** **** **** * ***** ******* ** *******
  ****** ***** *** ******** **** ***** **** ***** ****** ****. We want to receive the full amount please, plus GST. **** ** * ****** ********* **** *** ****** ******** ****** ** ********* * ***** *** *** ****** ** ** ********* *** **** ******* ** ******* **** *** ** *** **** *******
  

  Business response

  26/01/2023

  I am very sorry this guest did not enjoy this comprehensive package tour she took part in that included hotels stays, nonprofit heritage attractions, learning experiences, multiple meals, travel by motorcoach and train, baggage transfers and more to enjoy the changing seasons. The truth is, from the full-page ad the complaintant learned about the tour, the package was clearly detailed. This was not an all-inclusive beach holiday type trip and I can only presume this package was not the type of travel experience the guest apparently was interested in but we were very clear in what the tour featured, where and when it would visit and included *** *** *** ** ***** *** ***** ** ********* ** ** ******** ******** ******** ** *** ****** ****** ** *** *** ** *** **** *********** **** *** **** ******* ***** ** ** ******** *** ******** ************* ************** *** ***** **** ********* *** ****** **** **** **** ** *** **** *** *** ******** ********* *** *** ***********. This special attention to our guests, on the same tour was reflected in their positive comments provided to us, from other guests on the same tour, **** ** *** ********** **** ** ********* ************ *** ***** ******* *** **** ****** ******* ********* ** *** ** *** ***** ** ** ****** *** *** ******* ** *** ******** ********** ** ******** ******* *** ****** ** * **** ** ******** ******** *** *** ** ********* ***** *** ****** *** * ***** *** *** * ***** ********* ********* **** ***** ** ***** *** **** **** * *** ** ********** *** **** *** * **** ****** ** ********* *** ****** ** ************ ****** *** ** ******* **** *** ****** ***** *** ****** ********* ****** *** ***** ** **** ** * ****** **** ***** ** **** **** *** ****** *** *** **** ** ****** ***** *** **** ***** *** ** **** ****** *** *** ******** **** ** ******** **** *** ********* ****** *** ******** *** *** *** ***** ** ***** *** ****** * *** *** ********* *** ********** **** ******** ** *** ******** ** *** ** ******* **** ***** *** ***** ** *** ****** **** **** ****** ** **** ******* *** ********* *** **** ********** ** ********* ********** ** *** *********** there are challenges with coming out of the pandemic and the re-start of travel as we indicated to all our guests at the start of all our tours in 2022. We did have some minor challenges on this tour which I am sorry for but, in my opinion, not even close as heightened as the complaint indicates. I have a diploma in TOURISM **** *** ***** ******* and have been in this industry for over the past 20 years. In no other feedback for this same tour, or any others in the past 20 years have I seen such ******* **** ** ** ******** ******* ******** comments **** **** **** **** ********* ** ** ********* *** ******* ***** **** ********* ***** The truth is after a considerable search I am not aware of ANY other similar negative reviews, outside of this booking, of this same tour that have been posted online or other public sources. ** ***** *** ***** ******** ******** * ***** *** **** ** ******** ******* ** ** ********* ** **** *** ** ********* **** *** ****** ********* ***** ***** ***** ***** ******* *** ** **** *** ******* ** ***** ** *** *********** ******* ** ** **** ********** *** *** **** ** ****** ** ***** *** ************ ** **** ***** ****** ***** **** * ***** ******* *** *** **** ****. The truth is our itinerary featured suggested times in numerous places and there was commentary on the bus. The truth is we stopped at places like Vermilion Bay and Blind River *** ******* and road side washrooms in Ignace, ***** *** ********* to stretch legs and use facilities. Apologies with situations like the wifi not working with our bus provider and have followed up with this we will have more videos to show next time *** ***** **** ***** **** ** ***** *** **** ******* **** *** ******* ** *** **** ** ***** ** ***** ** *** *** ** **** ****** **** **** ** ***** ****** ** *** ********* ****** ****** **** ****** *** **** **** ****** ******** ***** ** *** **** ** *** **** *** *** ***** ***** **** ** ********** ******* * **** The truth is it took 2 months to respond to the guest letter as I was not aware it existed until 2 months after it was dated. The initial time I saw it the copy was provided by a partner ****** ** * *** ***** ** ** ****** * *** **** 2 months after it was dated. When I received this copy of the letter I immediately followed up by phone with the complainant to address the comments and discussed them at great length. The complainant, during my call verbally confirmed she incorrectly addressed the envelope *** *** ******** ****** ** ** **** ******* ******* ******* *** ******** ** ******** ************* *** ****** **** ********* so we are not at fault for this *** *** ***** ** *** ********** *** ******** ** ** ***** ******* *** ******** *** ******* *** ** *** ************ ********** **** ** ****** *** ****** ** *** **** ****** ** ******* *** ***** ****** **** ***** *** ******** ***** *** ***** ******* ***** ****** ******** ******* **** ******* ******* *** ****** ** **** ** ***** ******** *** ******* ******** Truthfully also the *** crews/employees stayed in the very same hotels that our guests stayed at. Truthfully, in the Thunder Bay Hotel, yes the elevator had to take guests to upper floors that had the views of Lake Superior* **** took longer than we would have liked. There is a second elevator that was not in service that I learned about this (not being in service) upon arrival. * ****** ** *** ***** ***** *** *** ****** *** ****** **** ** ** ***** ***** ******** ***** ******* ** ***** ** *** ** *** ** ********* ** *** ********** *** * *** *** **** *** ** *** ** ** ***** When I arrived in my room, I could clearly see the view of Lake Superior in daylight. Other guests said they enjoyed the daylight views of the lake from the windows in their rooms at dinner that evening. In Sudbury I also used the same elevator in the hotel and the smell was in fact the aroma of curry spice from the **** ****** restaurant that is located in the hotel *** *** **** ***** **** *** ******** ********* not urine but I am sorry if this cooking style aroma offended you. ********** ** ** **** *** ** *** ******** *** ********** ** ******** ****** *** ***** **** ********* ***** ****** *** **** ********* **** **** ******* * ******** **** ** ******* **** ****** ***** **** ** ** *** ** ***** **** ** *** ******* ******** *** ***** ******** ******* ***** ******* ** * ******* **** ** *** **** *** ****** With that said the feedback is important to us *** **** ******* ******** ** ******** ****** ** *** ******** ** *** ************* with our hotel and destination partners to see what is and can be done for future guests and other travellers as the industry and wellbeing of all travellers is important to me. ** ******* ***** ********* *** ********** ******* **** **** *** ********* *** ********** ****** ******** **** ***** ***** ** ****** *********** ** ****** ***** ******* **** **** ********* ** ******* *** ******** **** *** ** ** **** ******** *** ** **** **** **** ****** ***** ****** ***** ****. ***** ****** ** **** ********** ********** ** *** ******** ******** ********** ******* ** ***** ** ******* ***** ********** **** ** **** ** ** ** **** *** ** *** ******** ******** *** **** **** ** ****. Truthfully the complainant took part in the tours that featured travel experiences, hotels numerous meals, visits to non-profit and other attractions, train trips, guest speakers and more all of which was paid for on their behalf and we are a trusted and respected tour operator. We have nothing remaining to refund and trust the ******** responses to the complaint claims shows there is no justification for this. ** ***** ** ******** *** *** ***** **** ** ****** ******** ** **** ********* *** **** ********* ** **** ************* ***** **** ******** ************ ** ** ******* ** ******** **** **** ****** ** *********** ** ******* **** ****** ** ** **** *** **** ******* ** *** ****** ** *** ************ * ****** ***** ***** ***** ***** ****** *****
  

*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. ↩