Travel Nation (David) booked our flights to and from Heathrow to New Zealand via Kuala Lumpur, car rental for 2 weeks, and 18 nights in 'hotels' in December/Jan. The holiday was to be the first family reunion in over 3 years. It didn't start well. It didn't end well. The promised meet and greet service in NZ from the airport lobby to our hotel was actually a shuttle bus. Eventually it took us 2½ hours of phone calls to the local agent to establish this simple fact and find the shuttle bus outside. The hotel we ended up in was not even the one named and described in our booking confirmation. Added to which it was shabby, dirty, and way below the standard we expected. We tried to change hotels but were unable to do so. Our second hotel was as bad, our room neglected and unprepossessing, and built over a parking lot. When we informed David, our agent, he said we should have asked for a change of room. In the third hotel, we were expecting breakfast to be included. The receptionist showed us the booking form which plainly showed breakfast wasn't included. That said, she offered it to us as a gesture of goodwill, which we appreciated. We then had 13 days in our privately-booked accommodation, both places lived up to our expectations. In KL, the final step of our trip, the room booked by our agent was awful, with scratched and cheap furnishings and a threadbare, sodden carpet. We asked to move at 1am (we'd arrived 20 mins. before after a long flight.) Our second room was at least dry. Every step of the way we kept our English agent, David, informed. He could have addressed the problems but kept in insisting it was down to us when actually it was his choice of accommodation was the real problem. He also suggested we stop emailing and try and enjoy our holiday. We were refunded for one night, our first night, and received a very small token for our three nights in our second hotel. More importantly, I would have hoped for an apology or some ownership of the issues we faced throughout our stay, but instead we have been told several times to take responsibility for the poor choices our agent and his contacts made on our behalf. For the record we received £102 as a refund for our trip which cost approx. £8500. In the past we've chosen to travel independently for the most part. On the back of this shoddy, unsatisfactory service, we shall make our own travel arrangements again, and I suggest any readers do the same and avoid this company. Date of experience: December 01, 2022 To respond to the Director's unsatisfactory response following my complaint: We never asked for simple accommodation. Our budget was decent but the accommodation booked cost a lot less than the amount we paid. We only found this out during our actual stay in NZ and Malaysia, The trip lasted five weeks BUT only 18 days accommodation were provided by Travel Nation. Surely not a big deal. The accommodation we booked privately halfway through our holiday was infinitely better than that booked by TN. We updated our agent throughout, regardless of the time difference. We were told to stop emailing and enjoy our holiday. The agency has absolutely failed to address the real issues. For the record, in reply to the MD, we had a range of criteria, ranging from simple but clean to exclusive, stating we are well travelled and have had a range of experiences. NB. Had we asked just for simple rooms, that should not mean poor quality. Last but not least, blaming the pandemic for their total lack of professionalism in providing a decent service simply isn't good enough.

Helpful service - time taken to find out what I wanted. All very civil and friendly.

So far trip around the world perfectly organised and executed- any issues addressed immediately and resolved- keep it up scott and team and thank you - celebrating my wife’s birthday today - cheers from Rio

Charlie at Travel Nation has been fantastic once again. We used this company for a trip to Canada last year and was so impressed we have got them to arrange our trip to South Africa in April. They arrange their trips to fit your needs with times, dates, accommodation, car hire etc to suit what you want. Can't fault them and will use them again.

I have used Travel Nation for a number of years now and recommended them to a few travellers. I have always had great service from them. I love Travel Nation because you can use their services for all or part of your holiday. Well done Travel Nation for all your great help.

Heard about the agency through a friend, rang, it was Covid time !!! so nothing transpired for a while but once travel was available again I told Chris (extremely helpful and very knowledgeable) what our requirements were, air travel to Australia via a stopover in Singapore for a few days. Was asked when we wanted to travel, answered, left it with him, e-mail soon followed with some options. Decision soon made, again left it all with him. Nothing more to do (pay of course) just get our visas (he even reminded us about various paperwork required) and book the taxi to Heathrow. What can I say, completely painless from my side, Chris did all the work. For us, perfect. Used his agency twice now, third trip in the offing. Thoroughly recommended.

Jim Faulkner was very helpful from the start and got us a good deal for business class , was also very helpful on hotels after we mentioned what we prefer - will definitely use Travel Nation again

Had a great experience with Travel Nation who arranged my flights for a round the world trip via Singapore, Australia, New Zealand and Canada. My agent, Scott, listened to my requirements, sorted out the flights and acted promptly when it was clear the best deals were going fast. All booked successfully too. Excellent service and I would thoroughly recommend Travel Nation. Thanks very much Scott!

Travel Nation came to us by way of recommendation. We were travelling to New Zealand over the Christmas period and though we would normally try to book it ourselves being as there were layovers etc we thought it best to leave it to the professionals. Natalie, our sales advisor, did a fantastic job! We had the best time! This is the 3rd time I've flown to New Zealand, we have family there, and this was by far the best flight I've had so far.

FAO Jim Faulkner - Many thanks Jim for putting our trip together to Australia which was fantastic. The trip and connecting flights all went well and to plan, so no delays. Dealing with you quick , efficient and easy with great communication. Will absolutely come back to you later this year. Many thanks Gerry & Roo