Headout: Travel Experiences 12+

Do not reserve anything in Rome with them

We booked tickets for Colloseum and roman forum for today. Of course we arrived to the meeting point on time. Not before because there was extreme crowd in the streets. When we arrived to the meetig point there was nobody from the company. We together with small children walked around trying to find anybody from the company. We talked to local guides and guys from the Colloseum tickets service and revealed the real truth.
HEADOUT IS VIRTUEL COMPANY WORKING FROM ABROAD AND THEY HIRE LOCAL AGENCY FOR SERVICE. I CONTACTED PHONES FROM EMAIL Which are in UK, FrAnce, NL and USA AND TALKED ONLY WITH ANSWERING MACHINE.
PRACTICALLY WHEN THE LOCAL GUY DISAPPEAR THERE IS NOBODY WHOM YOU CAN CONTACT IN Rome.

Somehow we obtained phone no from local agency and received the only answer you were late. Without any excuse or any offer to come to pick us up and take us inside.

I sent email to headout and received only automAtic reply. WE practically received only email confirmation which can not be exchanged anywhere for any ticket without headout guy.

MY ADVICE - NEVER USE THIS COMPANY FOR ANY TICKET RESERVATION BECAUSE THEY FUNCTION VIRTUALLY.
YOU DO NOT RECEIVE ANY TICKET JUST PURE EMAIL CONFIRMATION.
THERE IS NO CHANCE TO CONTACT ANYBODY FROM THE AGENCY. YOU CAN SPEAK ONLY WITH ANSWERING MACHINE AND YOU CAN NOT LEAVE ANY MESSAGE.
FORGET THEM FOR ANY TICKET SERVICE.

Paris tour

The worst experience in my life for most expensive goods.

Developer Response ,

Hey there,

Thank you for your patience while I looked into this for you. We really appreciate it!

We haven’t heard from you since we last talked 3 days ago 😞. Please could you DM us with the email address and name used to make the booking? Thank you!

I look forward to resolving this for you ASAP. 💜

- Ross

Not recommended

We purchased „Skip the Line Guided Tour of Louvre Museum with Mona Lisa“ as we have given up on the tour at 10:35, after being in the line for more than 1 hour without any explanation from our guide Pascalle.

The tour started normally, and everything was in order until the time we arrived at the entrance. At that moment, guide informed us that we must wait for 30 minutes and turned her back on us, which we don`t consider to be professional. I think that guide should not turn his/her back to his group and should interact with travellers, but hey, nobody is perfect. Okay, going further - after being in line for 40 minutes and not being offered any explanation, I personally and politely asked the guide why are we waiting in line when the tour is clearly sold as “Skip the line”; guide reacted very rude offering no explanation but justification that she has nothing to do about that and that if we are not satisfied, we can go.

Now what I consider to be wrong is that she didn`t at any time consider going to the entrance to ask what the holdup was about, which I would do if I were a guide. Instead of that, she turned her back on us again, so we continued to talk with the others from the group, feeling very uncomfortable.

After staying in line for 20 more minutes, I tried to ask one more time, again politely, but received only even more nervous reaction, after which I decided to give up on the tour and ask for a refund for me and my travel companion.

We were directed to the Paris City Vision office where guide instructed us that they will give us refund.

What followed is:

 We received no refund; moreover, staff of Paris City Vision office misunderstood us and shouted at us thinking we missed the tour because we were late. They thought we were asking for the refund because of that, and they thought so because of their poor English-speaking abilities;
 After that we have called Headout support centre and received instructions to wait in line one more time and that their team will send them an email, instructing them to give us refund for the tour;
 We waited again but received the same information. They cannot give refund and they cannot receive any email from anyone. At that time more travellers arrived complaining that the museum is closed. We were quite surprised for the very low-quality, or no communication between the museum entrance and the main office that sits just across the street. So, they needed over an hour to receive the information that the museum is closed for the time being, and they received that information from the travellers, not by anyone from the organisational structures;
 At that time, we received the first apology and we were understood for the first time, but still received the same information – no refund possible;
 We have called Headout support centre one more time and received information that we shall be informed on our refund progress, but still no such thing has been done. Not even after exchanging several emails in which they have promised to respond in, well, here I am quoting their emails:

"We are extremely sorry to hear about this. We request your patience as we investigate this issue in detail. I do understand that it has taken longer than usual.
You would receive a response within the next 24-48 hours and we personally guarantee that we shall do everything in our power to find an equitable solution for the same.
For any further queries please respond to this e-mail and we shall take any necessary action required."

Now, we can understand that there is no control under supreme power situations or safety reasons for closing the museum, and that is NOT why we are complaining about. What we are complaining about is the following:

 When such situation happened, guide did not react professionally, but was completely unaware of the whole situation;
 Guide never went to check what was happening, by turninh her back on the group was unprofessional, in answers to travellers questions - rude and inpatient;
 When we have given up on the tour after more than an hour when we should be in the museum, the guide instructed us wrongly that we shall receive refund at the Paris City Vision office;
 Headout company doesn`t have a clear refund policy, or their support staff isn`t aware of it;
 Headout company doesn`t read complains thorough, but offers a template-answers to customers, in our case two false promises and one incorrect addressing to the issue.
 Although our money was taken from us without delivery of advertised service, our dignity as human beings was taken as well;
 Headout company doesn`t issue any invoice/receipt for the money they received.

All in all, this was very bitter experience for us. We hope no one else ends up in a trap like we did.

Developer Response ,

Hello. On behalf of Headout, I apologize for the fact that you have not had a good experience with us. As per your feedback, we did reach out to our local partner and also other guests who did take part in the tour. As per the responses we got from them, we did update you of the same. Unfortunately, our response was not acceptable to you and there was not much else we could do for you.
We will take your feedback into consideration so that we can find a way to improve our efforts in providing exceptional experiences.