I recently booked a Vietnam trip in April through Thrillophilia along with two friends, and overall, the experience was a mix of both positive and disappointing aspects.
To begin with the positives, (Read More)the itinerary planning was genuinely well done. The hotels provided during the trip were comfortable, centrally located, and convenient for exploring the city. The pick-up and drop services throughout the tour were timely and smooth, and the local tour guides in Vietnam were professional, punctual, and helpful. I would also specifically appreciate the support provided by Nikhil Anand from the Marketing and Sales team during the initial phase of the booking process. He was responsive, patient, and helpful while planning the trip.
However, the experience after the payment process was unfortunately not equally satisfactory. The support and coordination from the post-booking support team declined significantly. Certain services that were clearly mentioned in the itinerary were not provided during the trip, which resulted in loss of time, unnecessary confusion, and a compromised travel experience. Escalations raised during the trip were not handled efficiently, and there appeared to be a lack of accountability and ownership from both the India and Vietnam coordination teams.
While the trip itself remained manageable because Vietnam is a beautiful destination and the itinerary structure was good, the service gaps made the overall experience only partially satisfactory. The booking may be considered value for money in terms of hotels and itinerary planning, but not entirely in terms of customer experience and execution of promised services.
Post-trip escalation handling was delayed, although eventually resolved as per company policy. However, as a customer, it was disappointing that the compensation provided did not fully account for the actual inconvenience and financial loss experienced during the trip.
Based on my experience, I would recommend Thrillophilia for international hotel bookings and itinerary planning, as those aspects were genuinely good. However, travellers may benefit from independently managing certain on-ground activities and services to ensure they receive the complete benefit of what they have paid for.
I hope this feedback helps improve customer support and on-ground coordination for future travellers.