The tour operator does not fulfill its obligations

We did not choose the tour operator "Russian Express", but chose his intermediary company, through which we issued vouchers to Yoshkar-Ola (and Russian Express is located in Moscow). We are 4 people, we were supposed to live two people in a room. Initially, there was an agreement that in the first room the beds were placed separately along the wall, and in the second - together, and this was our fundamental condition, since a married couple would live in the second room. And the tour operator agreed to this condition. Upon arrival, it turned out that in both rooms the beds were placed along the walls, and it was not possible to move them together, since in this case they would occupy the entire width in a narrow room and you would have to go across the bed to the refrigerator, shower room and closet.

We contacted the representative of the Russian Express tour operator in Budva (Montenegro) - MAGDALENA, who at first could not give any intelligible answer for about 4 hours (the family sat on their suitcases all this time, unable to wash or rest after a night of flight, nor unpack), And then she said that no one would change anything for us, because, allegedly, the tour operator warned us that the beds would be arranged in this way. And if this does not suit us, then we can move to another place, the price of the surcharge is 30 euros per day. Then we contacted an intermediary company in Yoshkar-Ola, which, of course, took our side and presented the tour operator with a scan of the correspondence, where shared beds are guaranteed.

Magdalena had no correspondence confirming the opposite (although she told us on the phone that there was a correspondence in which we agreed to separate beds in separate rooms), and she still had to look for a solution. But, in general, not particularly straining, she suggested moving the beds in this very narrow room. She said that initially the beds were in it, so the room would not be changed for us. The owner of the villa said that once the beds in this room were moved, but because of the inconvenience, she moved them apart two years ago, which she notified the tour operator about. But the tour operator did not hesitate to continue to sell this room as a family room. As a result, the couple refused to move the beds and left everything as it is. The day of rest was lost, because we were waiting for a decision all day long, not being able to leave (the connection was through Wats app, we were afraid to leave the Wi-Fi).

They did not even hear a banal apology from the tour operator, not to mention fair compensation, despite the fact that the error (or lie) of the Russian Express is obvious.

And this is a universal offer - move with a surcharge of 30 euros per day, we also heard from other guests who also had unforeseen difficulties through no fault of their own. This casts certain doubts on the decency and cleanliness of the tour operator or its individual employees, at least we will definitely stay away from this company.

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