Beverley Crowe
1/5
Company appears friendly, fairly easy to book with although do come across as disorganised and quite ‘laid back’ rather than professional, there is no facility for booking or paying on line.
When going into the office to pay it’s wise to allow plenty of time as often a full history of the company is given along with a full history of the owners and staff, not quite applicable in the professional setting and of no relevance, I’m not sure giving details of staff marital affairs is quire appropriate.
However on having to cancel on the morning of my planned holiday due to medical emergency to myself just 24 hours previously, the person who answered the telephone was sharp, rude and patronising.
When she got to the touchy subject of money, great delight was taken by her informing me as I had no insurance cover I would suffer 100% loss of money paid, my only comment was to ask if there was a goodwill gesture on the part of mystic isle, the response bordered on shouting but definitely patronising, saying “the most important thing was for me to get better” quite bizarre, she didn’t know me or my circumstances but there certainly was no need for rudeness, as I hadn’t actually asked for a refund but phrased it as a loose remark enquiring if there was a goodwill gesture.
A family run local coach company it may be but their communication skills leave a lot to be desired.
Myself I’m quite capable of understanding that if I do not take out insurance I do not get a refund but a little compassion goes a long way even a general comment along the lines of “I’m sorry you’ve been taken ill & will now miss your holiday”, that would have been pleasant and friendly.
This company appears to have a good reputation in DROITWICH which will quickly deteriorate if their staff start speaking to all their customers the way I have been spoken to.
This is my first and final experience with mystic isle, preferring a company that is totally professional from beginning to end, has superb local pick up, friendly, superb hotels and destinations and on average well in excess of £100 cheaper.
Would not recommend Mystic Isle.
