The short version
If something is wrong, tell us at once: phone or WhatsApp +91 86178 24110, at any hour while you are travelling. Most things, a room, a car, a guide, a meal, can be changed the same day and cannot be changed after you have flown home. Afterwards, write to [email protected] and you will have a reply within 24 hours. If our answer still does not satisfy you, say so and we will set out in writing what we will and will not do about it.
Please do not save it for the end. Much of what goes wrong can be put right in an hour, and none of it can be put right in a review written a fortnight later. If the room is not the room, if the car smells of smoke, if the guide talks over you or the kitchen has forgotten the diet we sent, say so while you are standing in it.
The same day
While you are still here
The part that actually changes a journey. Support runs 24x7 every day of a journey in progress, so there is no wrong hour to use it.
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The moment you notice
Tell your guide or your driver
They are in the building or at the kerb, they know the manager and they can often settle it before you have unpacked. Nobody here is offended by being told.
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Within the hour
Call or message us
Phone or WhatsApp +91 86178 24110. Say where you are, what is wrong and what you would like done. Whoever answers has your plan in front of them.
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Straight away
What we do first
We speak to the manager, the transport company or the guide ourselves rather than leave you to argue in a language that is not yours, then tell you what is possible today: a different room, a different car, a different guide, or the day reordered.
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If it cannot be fixed there
We say so, and we move you
Where a house cannot put something right, the honest answer is to move you rather than manage your expectations for three nights. What that costs, under the house's own terms, is put to you before anything is agreed.
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Before you leave that house
We write down what happened
A note of what went wrong and what was done goes on your file the same day, with the manager's name. It is what makes the conversation afterwards short.
Detail
What helps us act quickly
Not a form. Simply what the first reply would otherwise have to ask you for, alongside the house, the room number and the town.
- A photographA damp wall, a cold room, a broken heater or a car interior settles in one picture what three messages cannot.
- Who you have already toldThe person at the house or the guide you spoke to, and what they said. We would rather not make you tell it twice.
- What you would like doneA different room, a different car, an apology, the day rearranged, money back from the supplier. Tell us plainly and we will answer plainly.
Afterwards
Raising it in writing after the journey
Write to [email protected]. Put the dates of the journey in the subject line, set out what happened in the order it happened, name the houses and the days, attach anything you photographed and say what you would like us to do. If you would rather talk first, call +91 86178 24110 and then send the same thing in writing, because the written version is what we can put to a supplier.
You will have a reply within 24 hours. Where a hotel, a transport company or a guide has to answer for its own service, we chase that answer and pass it on as it reaches us, without dressing it up. We will not put a date on somebody else's reply, because we do not control it. On money, our booking terms decide it: refund questions follow each property's own policy as written into your quote, and our planning fee is not refundable once a journey is confirmed. Where a supplier refuses, we tell you so rather than let the question go quiet.
What we promise
What we will tell you, and when
Only one of these is a deadline, and it is the one we publish everywhere else on this site.
- A reply within 24 hoursEvery time, to every message, during a journey or long after it. This is the only timing we promise, and it is the one to hold us to.
- The name of the person handling itOne person answers you from start to finish, normally the designer who planned the journey, and you are told who that is.
- What we can put right, and what we cannotPlainly, with the reason, and with who we spoke to and what they said. A refusal with a reason is more use than a sympathetic paragraph that decides nothing.
- A record you can use elsewhereFor an insurance claim, ask us for a written note of what happened and what changed. We will write it whether or not the complaint is against us.
If our answer is not enough
If you are still not satisfied
Written honestly, because the usual paragraph here points at a body the company does not belong to.
First, say so, and ask for the decision and its reasons in writing. A small company cannot offer you an internal appeal panel and we will not pretend to have one, but we can put a considered decision on paper and sign it, and you are entitled to that.
After that we are not going to send you to an ombudsman. We do not belong to a travel ombudsman scheme or to a trade association with a compensation fund, and pointing you at one would be a false comfort. What is genuinely open to you is this. If a supplier's own service is the problem, your travel insurer may cover it, by its own complaints route. If you paid by card, your card issuer has its own dispute process with its own time limits. Indian consumer law lets you take a dispute to a consumer commission, and the ordinary courts stay open to you. Nothing we write, and nothing we ask you to sign, takes any of that away.
Your details
Complaints about your personal information
If your complaint is about how we have handled your details rather than about a room or a car, write to the same address, [email protected], and mark it clearly as being about your personal information. That is the address for a grievance about data, and the one to use to ask what we hold or to ask us to delete it. Our privacy page sets out what we collect and who sees it.
Alongside this
The pages this one leans on
Questions guests ask
Will complaining make the rest of my journey awkward?
It is our job to have the conversation with the house, not yours. A manager here would rather be told on the first night than read it online a week later, and so would we.
Can I complain about a driver or a guide without getting them into trouble?
Yes. Tell us what did not work, whether it is the driving, the pace, the talking or the English, and we change the arrangement for the rest of the journey. We speak to the person about the work, and we do not hand over your name to settle an argument.
If anything here is unclear
Write to [email protected] or call +91 86178 24110 and ask. We would rather answer a question now than have you find the answer in a document later.
Ask us a question