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Gaurav B
EIH Travel completely failed us on this Himachal trip
Express India Journey Tour & Travels的点评
点评：EIH Travel completely failed us on this Himachal trip. What should have been a 5-night family vacation became an exhausting road trip with poor planning, a terrible Manali hotel, promised services that were not delivered, and poor support when we asked EIH to fix the problem. We trusted EIH for their claimed local expertise; instead, we spent much of the trip solving problems they were paid to solve.
Quote ID EIHQ15250. This was a 5-night/6-day trip for 6 adults and 4 children aged 4, 4, 4 and 8, traveling in an Urbania. EIH's own quote says they take “full responsibility for the quality of accommodations and services, including transportation.”
The itinerary was the first major failure. Delhi→Shimla took ~12 hours, Shimla→Manali ~12 hours, and Manali→Delhi ~17 hours. EIH's quote itself estimates the final journey at 570 km / 12–14 hours. With four young children, this is an exhausting amount of road travel for a 5-night vacation. A travel agency with local expertise should have considered the actual travel burden.
Then came Eden Oaks Manali. After the ~12-hour Shimla→Manali journey, we arrived around 9 PM. EIH had booked Eden Oaks as a “Premium room with balcony.” Within minutes of checking in, we found a large spider on the balcony door, which we photographed. The room also had cleanliness problems, poor condition, multiple broken items and generally poor maintenance. I will post photographs separately.
The Shuru Road approach was another problem. During the monsoon, it was narrow, steep and badly deteriorated, making it extremely difficult for our Urbania.
With four small children and luggage, moving hotels at 9 PM was not realistic. Instead of relaxing, I spent that night researching alternatives.
The next day I spent ~1.5 hours on the phone with EIH trying to get help. I was passed from Neha → another Neha → another representative (YY). I repeatedly asked for a supervisor/owner but nobody connected me with one. The final representative repeatedly talked over me and was extremely disrespectful; I felt personally insulted during the conversation. Instead of focusing on solving the hotel problem, the discussion became about asking us for additional money.
We ultimately had to solve the problem ourselves. We moved to Sun Park Resort & Spa in Aleo, Manali, and paid approximately ₹20,000 out of pocket for three rooms for the remaining nights. EIH refunded us nothing, saying Eden Oaks doesn't refund. But this was not a voluntary cancellation: we checked in, found the accommodation unacceptable, stayed because we arrived at 9 PM with four young children, and then had to leave.
Sightseeing/transportation also did not match the itinerary. “Kufri & Local Sightseeing” was explicitly included, yet we paid ~₹30,000 separately for Kufri sightseeing. In Manali we also paid for autos for a temple visit. The quote says, “Cab will be provided for all transfers and sightseeing.” On one occasion, our group needed to split temporarily while shopping; we called the Urbania driver twice and were met with visible annoyance.
To be fair, our Shimla hotel was decent. This is not a claim that every part of the trip was bad. The problem is that EIH failed at the things we hired a travel agency to handle: sensible itinerary planning, local judgment, hotel selection, transportation, sightseeing and support when something went wrong.
We spent our vacation fixing problems EIH was paid to solve. If I have to research my own replacement hotel, pay separately for included sightseeing, arrange local transportation, spend 1.5 hours fighting for help, repeatedly ask for a supervisor, and then pay another ₹20,000 to salvage the stay—
what exactly did I pay EIH for?
Quote ID EIHQ15250. Families traveling with young children should think very carefully before trusting EIH to plan their Himachal vacation.
Quote ID EIHQ15250. This was a 5-night/6-day trip for 6 adults and 4 children aged 4, 4, 4 and 8, traveling in an Urbania. EIH's own quote says they take “full responsibility for the quality of accommodations and services, including transportation.”
The itinerary was the first major failure. Delhi→Shimla took ~12 hours, Shimla→Manali ~12 hours, and Manali→Delhi ~17 hours. EIH's quote itself estimates the final journey at 570 km / 12–14 hours. With four young children, this is an exhausting amount of road travel for a 5-night vacation. A travel agency with local expertise should have considered the actual travel burden.
Then came Eden Oaks Manali. After the ~12-hour Shimla→Manali journey, we arrived around 9 PM. EIH had booked Eden Oaks as a “Premium room with balcony.” Within minutes of checking in, we found a large spider on the balcony door, which we photographed. The room also had cleanliness problems, poor condition, multiple broken items and generally poor maintenance. I will post photographs separately.
The Shuru Road approach was another problem. During the monsoon, it was narrow, steep and badly deteriorated, making it extremely difficult for our Urbania.
With four small children and luggage, moving hotels at 9 PM was not realistic. Instead of relaxing, I spent that night researching alternatives.
The next day I spent ~1.5 hours on the phone with EIH trying to get help. I was passed from Neha → another Neha → another representative (YY). I repeatedly asked for a supervisor/owner but nobody connected me with one. The final representative repeatedly talked over me and was extremely disrespectful; I felt personally insulted during the conversation. Instead of focusing on solving the hotel problem, the discussion became about asking us for additional money.
We ultimately had to solve the problem ourselves. We moved to Sun Park Resort & Spa in Aleo, Manali, and paid approximately ₹20,000 out of pocket for three rooms for the remaining nights. EIH refunded us nothing, saying Eden Oaks doesn't refund. But this was not a voluntary cancellation: we checked in, found the accommodation unacceptable, stayed because we arrived at 9 PM with four young children, and then had to leave.
Sightseeing/transportation also did not match the itinerary. “Kufri & Local Sightseeing” was explicitly included, yet we paid ~₹30,000 separately for Kufri sightseeing. In Manali we also paid for autos for a temple visit. The quote says, “Cab will be provided for all transfers and sightseeing.” On one occasion, our group needed to split temporarily while shopping; we called the Urbania driver twice and were met with visible annoyance.
To be fair, our Shimla hotel was decent. This is not a claim that every part of the trip was bad. The problem is that EIH failed at the things we hired a travel agency to handle: sensible itinerary planning, local judgment, hotel selection, transportation, sightseeing and support when something went wrong.
We spent our vacation fixing problems EIH was paid to solve. If I have to research my own replacement hotel, pay separately for included sightseeing, arrange local transportation, spend 1.5 hours fighting for help, repeatedly ask for a supervisor, and then pay another ₹20,000 to salvage the stay—
what exactly did I pay EIH for?
Quote ID EIHQ15250. Families traveling with young children should think very carefully before trusting EIH to plan their Himachal vacation.
翻译：在这次喜马偕尔邦之旅中，EIH Travel彻底让我们失望了。原本应当是一场为期5晚的家庭度假，结果却变成了一次策划糟糕、令人疲惫不堪的公路旅行：酒店条件极差，承诺提供的服务也全然没有兑现，而当我们请求EIH解决这些问题时，他们给出的协助也少得可怜。我们原本信赖EIH所宣称的本地专业经验；然而实际上，我们在旅途中大部分时间都在处理本应由他们负责解决的问题。
引用编号：EIHQ15250。这是一次有6名成人及4名年龄均为4岁的儿童参与的、为期5晚6天的旅行。我们一行4人加1名儿童，乘坐Urbania巴士出行。EIH在其宣传资料中明确表示：“我们对住宿与服务的质量负全部责任，包括交通服务。”
这次行程堪称一次严重的失策：从德里到西姆拉耗时约12小时，西姆拉到马纳里也需约12小时，而从马纳里返回德里则耗费了17小时左右。EIH原本的预估是这段最后一段路程只有570公里，预计耗时12至14小时而已。对于一次仅为期5晚的度假而言，带着四个年幼的孩子进行如此漫长的公路旅行实在令人筋疲力尽。一家具备本地经验的旅行社理应考虑到实际的旅行辛劳程度。
随后我们抵达了伊甸橡树马拉里酒店。在经历约12小时的从西姆拉到马拉里的旅程后，我们于晚上9点左右到达。EIH将我们预订的房间描述为“带阳台的高级房”。办理入住后没几分钟，我们就发现阳台门上有一只大蜘蛛，我们还把它拍了下来。此外，房间的卫生状况也很糟糕，设施陈旧，有不少损坏的物品，整体维护状况极差。我会另行发布相关照片。Shuru路的路况也是个问题。雨季时，这条路又窄又陡，路况极差，对我们的Urbania车来说通行极为困难。
带着四个年幼的孩子和大量行李，晚上9点还要换酒店显然不现实。我没能安心休息，整个夜晚都在寻找其他解决办法。
第二天，我花了约1.5小时打电话给EIH寻求帮助。电话被转接给Neha→又一位名叫Neha的人→最后是另一位客服代表（YY）。我多次要求与主管/老板通话，但没人帮我转接。最后那位接待员总是打断我的话，态度极其不尊重；整个谈话过程中我都感觉受到了侮辱。讨论的内容非但没集中在解决酒店的问题上，反而变成了向我们索要额外费用。
最终我们只能自己解决问题。我们转而去马拉里阿莱奥地区的太阳公园度假村和水疗中心入住，并支付了约20卢比。在剩下的几晚里，我们不得不自掏腰包来支付三间房间的费用。EIH一分钱都没退给我们，称Eden Oaks公司不予退款。但这并非我们主动取消预订：我们办理入住后发现住宿条件极差，由于当时已是晚上9点且带着四个年幼的孩子，我们只好勉强住下，后来才不得不离开。
观光与交通安排也完全不符合行程安排。“库夫里及当地观光”本应包含在行程中，然而我们却又额外支付了约3万印度卢比用于库夫里的观光活动。在马纳利，我们还为前往寺庙而支付了出租车费用。报价单上写着：“将提供出租车服务以供所有接送及观光之用。”有一次，我们一行人在购物时需要暂时分开行动；我们两次打电话给Urbania的司机，结果对方显得很不耐烦。
公平地说，我们在西姆拉下榻的酒店还算不错。这并不是说整个行程毫无可取之处。问题在于，EIH未能做好我们聘请旅行社来处理的那些事：合理的行程规划以及当地的应变能力。酒店选择、交通安排、观光服务，以及在出现问题时提供帮助。
我们整个假期都在处理那些EIH本应负责解决的问题。如果我必须自己寻找替代酒店、单独付费参加原本包含在套餐中的观光项目、自行安排当地交通，还要花费1.5个小时努力寻求帮助、多次要求与主管通话，最后再支付20,000卢比才能保住这次住宿体验——
那我到底为什么要付钱给EIH呢？
报价编号：EIHQ15250。带着年幼孩子旅行的家庭在把喜马偕尔邦之旅的规划工作交给EIH之前，务必慎重考虑。
引用编号：EIHQ15250。这是一次有6名成人及4名年龄均为4岁的儿童参与的、为期5晚6天的旅行。我们一行4人加1名儿童，乘坐Urbania巴士出行。EIH在其宣传资料中明确表示：“我们对住宿与服务的质量负全部责任，包括交通服务。”
这次行程堪称一次严重的失策：从德里到西姆拉耗时约12小时，西姆拉到马纳里也需约12小时，而从马纳里返回德里则耗费了17小时左右。EIH原本的预估是这段最后一段路程只有570公里，预计耗时12至14小时而已。对于一次仅为期5晚的度假而言，带着四个年幼的孩子进行如此漫长的公路旅行实在令人筋疲力尽。一家具备本地经验的旅行社理应考虑到实际的旅行辛劳程度。
随后我们抵达了伊甸橡树马拉里酒店。在经历约12小时的从西姆拉到马拉里的旅程后，我们于晚上9点左右到达。EIH将我们预订的房间描述为“带阳台的高级房”。办理入住后没几分钟，我们就发现阳台门上有一只大蜘蛛，我们还把它拍了下来。此外，房间的卫生状况也很糟糕，设施陈旧，有不少损坏的物品，整体维护状况极差。我会另行发布相关照片。Shuru路的路况也是个问题。雨季时，这条路又窄又陡，路况极差，对我们的Urbania车来说通行极为困难。
带着四个年幼的孩子和大量行李，晚上9点还要换酒店显然不现实。我没能安心休息，整个夜晚都在寻找其他解决办法。
第二天，我花了约1.5小时打电话给EIH寻求帮助。电话被转接给Neha→又一位名叫Neha的人→最后是另一位客服代表（YY）。我多次要求与主管/老板通话，但没人帮我转接。最后那位接待员总是打断我的话，态度极其不尊重；整个谈话过程中我都感觉受到了侮辱。讨论的内容非但没集中在解决酒店的问题上，反而变成了向我们索要额外费用。
最终我们只能自己解决问题。我们转而去马拉里阿莱奥地区的太阳公园度假村和水疗中心入住，并支付了约20卢比。在剩下的几晚里，我们不得不自掏腰包来支付三间房间的费用。EIH一分钱都没退给我们，称Eden Oaks公司不予退款。但这并非我们主动取消预订：我们办理入住后发现住宿条件极差，由于当时已是晚上9点且带着四个年幼的孩子，我们只好勉强住下，后来才不得不离开。
观光与交通安排也完全不符合行程安排。“库夫里及当地观光”本应包含在行程中，然而我们却又额外支付了约3万印度卢比用于库夫里的观光活动。在马纳利，我们还为前往寺庙而支付了出租车费用。报价单上写着：“将提供出租车服务以供所有接送及观光之用。”有一次，我们一行人在购物时需要暂时分开行动；我们两次打电话给Urbania的司机，结果对方显得很不耐烦。
公平地说，我们在西姆拉下榻的酒店还算不错。这并不是说整个行程毫无可取之处。问题在于，EIH未能做好我们聘请旅行社来处理的那些事：合理的行程规划以及当地的应变能力。酒店选择、交通安排、观光服务，以及在出现问题时提供帮助。
我们整个假期都在处理那些EIH本应负责解决的问题。如果我必须自己寻找替代酒店、单独付费参加原本包含在套餐中的观光项目、自行安排当地交通，还要花费1.5个小时努力寻求帮助、多次要求与主管通话，最后再支付20,000卢比才能保住这次住宿体验——
那我到底为什么要付钱给EIH呢？
报价编号：EIHQ15250。带着年幼孩子旅行的家庭在把喜马偕尔邦之旅的规划工作交给EIH之前，务必慎重考虑。
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