Marlin Travel

Dear Kristen, We appreciate you taking the time to share your feedback about your recent experience with our travel agency. We're sorry to hear that your experience did not meet your expectations, and we want to address your concerns. First and foremost, we understand your frustration with the service you received. It's important to clarify that we are a travel agency that acts as an intermediary between our customers and various service providers, including third-party companies. While we strive to ensure a seamless and enjoyable experience for all of our customers, we don't have direct control over the operations and services provided by these third-party companies. That being said, we take your feedback seriously and will pass it to the company that provided you with the service. We apologize for any inconvenience you may have experienced, and we're committed to working with our partners to address any issues that may have arisen during your trip. Please know that your satisfaction is of utmost importance to us, and we value your business. We would like to make amends for your less-than-ideal experience. If you could kindly reach out to us directly with more details about your trip, we will do our best to assist you in resolving any outstanding issues or concerns. Thank you for your understanding and for bringing this matter to our attention. We hope to have the opportunity to better serve you in the future and provide you with the exceptional travel experience you deserve. Sincerely, Marlin Travel Cobourg.

Dear Kimberly, Thank you for writing a review, we sincerely appreciate that you brought this issue to our attention. We are so sorry to hear you had such an unsatisfying experience with us. We want to let you know that your business means a lot us. Regarding the service fee or Professional fee, it’s a company policy and a fee that is determined in advance of the service performed to cover administrative and processing cost due to suppliers not paying commissions to agents for services rendered. This fee allows us to continue to give exceptional services to our clients. I am sure our travel professional managed to accomplish on your account. Additionally, we explain this in advance to all our customers and we also add this information and the amount to be charged on our invoices. After the customer is properly informed, it is his/her decision to proceed or not. However, our main goal is to keep our customers satisfied, so we would like to offer you a travel gift certificate for the amount of the service fee to be claimed at our office for any future service. Please, let us know if this solution works for you and we will mail you the Travel Gift Certificate. Look forward to serving you in the future. The Marlin Travel Cobourg Team.