1 - Very poor
for Andorra All Inclusive Ski Trip
"WARNING Avoid this untrustworthy and unprofessional travel company who when pushed with adversity, act unprofessionally, do not care about their customers, continuously shift blame and dont take accountability for anything. I risk not receiving any sort of refund by writing this review however I feel that other would be travelers who want a pain free experience should know of my journey with Stoke travel before booking so they dont go through the same pain my fiance and I went through.As a vivid traveler myself living and as an expat working in professional services in Europe for the last 4 years, I have to traveled to over 70 cities and also traveled with many travel package companies including Busabout, Contiki, Topdeck, Sail Croatia and Turkey and have never had a negative review.My experience with Stoke Travel has been anything but positive. There are many facets to this review so I will try and summaries as best as possible however as it is having been quite a long journey it might quite lengthy (sorry in advance).The 4 month journey My fiance and I booked a travel package with Stoke Travel to go to Andorra in March, 2020 albeit this was around the time where the pandemic was known however no countries made any sort of decisions to close borders and the seriousness of it wasnt fully aware, in saying that concerns were raised to Stoke travel whether the tour was moving forward and they had confirmed it was.After travelling to Spain the night before, the morning of the tour came and everything seemed quite normal, similar to other tours I have been on however half way up to the Andorra mountain the tour was cancelled as Stoke personnel informed us this was due to the closure of Andorra borders, we were forced to turn around back to Barcelona however we were reassured that Stoke will do everything they can to take care of a refund and inform us of what the next steps would be. We were understanding to the unfortunate situation, trusted the word of Stoke and were happy to wait until the details on the refund were released.This is where the pain, stress, and unprofessional customer service of Stoke travel really begins. Weeks went on and I had personal issues of losing my job due to the pandemic and as an expat this means I also have to leave the country hence no sort of voucher is of any benefit to me so the request for a refund was vital however after weeks went on I had continued to actively follow up for a refund of our money due to the cancellation. When I first tried to tell them of my situation I was constantly informed of their Force Majure clause located in their T&Cs and this was constantly put in my face and only until I sought legal advice is when the CEO and co-founder of Stoke travel, Toby Paramor got in touch with me. When this happened I thought this was an admirable thing for Stoke travel to do so we engaged in a phone conversation where we mutually reinstated and agreed with what I was saying in terms of my situation, Stokes situation, redundancy, needing to leave the continent and how a voucher does not hold any weight for us and again Toby the co-founder agreed that a voucher makes no sense however due to the Covid-19 pandemic they needed some time to see if they would still be operational which I was totally reasonable and understanding towards and gave the benefit of the doubt as companies were feeling a deep burden hence I agreed to what he suggested in which to wait for his update which he promised to personally provide me with in a 3 week call that he would give me.3 weeks went by and I had seen Stoke travel were still operational which I was happy for however I did not receive any call, message or email so I gave it a few more days then I had to contact Toby directly to which the blame game begun. Although our purchase was with Stoke travel who are a packaged travel company that make money in delivering bundled packages, the blame game of waiting for Andorra mountain to open up so they can return and process refunds begun. This was then the continuous response I got each time I had to actively follow up for an update. About a month went on and I still received the same update from the CEO, I went on to do my own research within the hotel site of Andorra which we were going to stay at, the site displayed they were working from home and were processing refunds and cancellations and I had sent screenshots to Toby to which he replied If I would like to take over negotiations in trying to secure refunds back on behalf of the group you are more than welcomed, otherwise please sit tight for a senior person, a co-founder and a CEO of a people based company to sarcastically suggest to a customer to take over negotiations for behalf of the group is super unprofessional and disappointing especially the matter is between Stoke and I.It has now been 4 months and up until this point I have tried to be understanding, patient and empathetic to the pandemic and issues businesses face however it does not seem like this is going in a positive direction. I have also seen many advertisements for all their new tours however for the tours that were cancelled like our one it seems these have been put on the back burner and placed to the side and a continuous story up until this point is the shifting of responsibility and dependency on other vendors, specifically that they are waiting for Andorra (mind you the country has been open for a while) to return any sort of refunds. Whenever I would mention that this is not a matter between Andorra and I, I would get the same response, whenever I proactively asked for an update or what the steps that were being taken to seek the refund back were, I would get back messages like Extremely frustrating, Zilch progress again these are from the CEO and co-founder. Also, Stoke claimed they were going to go see them (Andorra vendors) in person which gave me a tad more confidence and then when the date came (Mid-June) and I asked for an update I was informed that they couldnt confirm the meeting so they didnt go. This has been the continuous battle I have been going through with the same shifting of blame, lack of accountability and the fact of the Force Majure clause that we are not entitled to anything.This is still an ongoing process for my partner and I however it doesnt seem like it is going in any positive direction so I would just warn other would be travelers that everything may be fine when things are going good with Stoke travel however when pushed with hardship especially during this pandemic the true values and character of a company shows and their customer service has been unprofessional, they do not take any accountability or responsibility and care of their customers.Regards, Will"
"Ive been last year with Stoke Travel to Oktoberfest in Munich and it was insane! Met the most amazing people. Nonetheless, I cant remember much of the beer halls since I was constantly intoxicated with my mates. We really abused the unlimited beer package at our stay with Stoke Travel. The food was great keeping in mind when you are drunk all the time everything tastes great. I must say during the night it was quite cold even when I was full Eskimo"
5 - Excellent
for Andorra All Inclusive Ski Trip
"I joined the Big Snow weekend in Andorra a few months ago, 'cause I had heard a few of my friend talking about their festivals, and it was a great first trip with Stoke!
Although at the first meetup things were a bit awkward with the other people going on the trip- I didn't know any of them- my favorite thing of all was how fast the group bonded and what a great atmosphere was created! On the way back just 2 days later we were all singing together in the bus, laughing over all the crazy stories and being the nightmare of the rest of the bus :P
The hotel was a lot better than I expected- unfortunately we were out partying too much to actually enjoy the sauna and hot tub, but the food buffets were ok- nothing special- and the location was great, right near the center of town so we could go out to the shops during the afternoon off and easily get home from the nights out!
The skiing was amazing and the staff during the trip really helped us out by arranging the transportation and equipment rental so we didn't have to stress about that or pay extra fees. A few things I didn't like were that on the mountain the food was quite expensive... I would have liked to have lunch included or a picnic or something like that offered as well, and that we had to wait over an hour one morning for another tour that was riding on the same bus, which made us lose a few good hours.
But my biggest regret was having too much of a good time in the mountain pub the staff suggested for aprs-ski, as I was too hungover to fully enjoy the last morning on the slopes, but I will never forget Cisco's <3 and all their crazy drinking games ;)
Overall an amazing weekend, am looking forward to my next trips like this."
"I went with Stoke Travel for Oktoberfest back in 2016 and what an experience it was! It was my first but not my last Stoke trip! The beer halls are a ridiculous amount of fun who can say no to german chants, dancing on tables and prosting of steins! At the campsite breakfast and dinner is provided daily and they cater for vegetarians which was great! Also the campsite is where the party really is though especially with unlimited beer and sangria! Even though it poured rain most the days, I still managed to have an incredible time camping!"
"The Stoke campsite was like the festival outside the festival, it was insane. Celebrated my birthday in the halls and then came back and partied at the campsite. Absolutely great time, would recommend to my mates."