Caban Monika

Hello,

Thank you for your message, and I’m sorry for the mix-up with your order as well as the delay in our response. I can imagine how disappointing it must be to receive the wrong item and to wait several days for an update.

Rest assured, we are prioritizing your case so we can resolve this quickly. We’ll arrange for the correct gloves to be sent out to you once we receive your return and will provide return instructions for the jacket you received by mistake.

If you have any other questions or need further assistance, please let me know—we’re here to help!

Romain - Hardloop

Hi Monika,

We’re very sorry to hear that you had a frustrating experience. Guest Reservations is an independent travel network, and while we aim to display all taxes and service fees before the booking is completed, we understand that it may not have been as clear as it should have been in your case.

We take feedback like yours seriously and are continually working to improve transparency. If you would like us to review your reservation and see how we can assist, please email customercare@guestreservations.com with your reservation number (beginning with “R”) and the email used at the time of booking.

Thank you for sharing your experience—we appreciate the opportunity to follow up.

Sincerely,
Chantal Reynolds
Guest Reservations Customer Care

Hi Caban,

We are truly sorry that your experience with customer service was less than ideal.

The way the interaction was handled does not align with our quality standards, which is something we take seriously.

We reviewed your case to verify that quality was otherwise met and assure you that your request is in progress and being properly handled.

As soon as we have an answer, we will notify you by email at the address used to make your purchase.

We appreciate your patience and understanding during this time.

Sincerely,
Vicky
Customer Care Team

Hi Monika, thank you for sharing your feedback - so happy that you enjoyed the experience at school. I'm sharing the feedback on the accommodation as this definitely fell below our standards. Thanks, Simon @ EF

Dear Monika,

We are very sorry to hear that our service did not meet your expectations.

We would like to remind you that the experiences of our customers are very important to us.

We have therefore investigated your case, the transport company in charge has been asked for a new update which has now been provided.

A refund has just been issued, you will receive the corresponding amount within the next few days.

We have also taken your comments into consideration and forwarded them to the appropriate department in order to continue to improve and increase the quality of our services.

We apologize for the inconvenience.

Kind regards