4 Customer Reviews
- Date
- Highest Rating
- Lowest Rating
Review from Rosemary C
5 stars24/02/2024
Just returned from a Freshtracks tour , that started in ********* with train to ****** , then by land to *********************, *****, and ended in *******. My husband and I are in early eighties. We absolutely loved every aspect of our adventure that we were able to customize to our taste. We stayed at Fairmonts except for Rim Rock in *****.They were all wonderful and the feature meals in ********* and ********************* were above expectations, as well as the meals on the train. Freshtracks supplied an exact itinerary for the entire ten days and every part of it was exactly as stated but better. We loved the people, the food, the scenery and everything about our ******** vacation. Feel so Lucky to have found them!!Review from Vicki E
5 stars13/10/2023
We loved every minute of this 18-day adventure. *********************** was an amazing agent and answered every email and call. There was no fixing the fact that freight trains had the right-of-way and delayed our train by hours almost daily but the staff on the trains were so pleasant and amenable and we were on vacation! No worries. The hotels were accommodating but having experienced the Fairmont we preferred anything else because Fairmonts are huge and impersonal. Our favorite was the *********** in ***********. Lovely staff and accommodations. Everything ran like clockwork from limo service to tours. Loved it all. J&VReview from Ronald W
4 stars30/08/2023
We enjoyed our trip which was planned by Fresh Tracks. The pre-trip information was quite good, although it would have been nice to know that most days on the train were 12 or more hours. The accommodations were good, except *********** room in Lake Louise which was so small the two of us could hardly pass each other. The tours were, by and large quite good, especially the ****** **** to Lake Miline and the ****** **** from Jasper to Lake Louise, including the ice fields and the glacier. The tour of Banff was really the only bad tour. The ***** *********** was great. The food and the service were first class. The scenery from Banff to Kamloops was especially awesome. We were threatened that the fires might cancel our return from Banff to Vancouver. For four days, we had no information. ***** *********** did nothing to keep us informed. Fresh Tracks did a pretty good job of keeping us informed. As it turned out, we were able to take the train.Review from Joe pat
1 star22/09/2022
Lots of problems. Due to covid had to postpone our *********** trip a year. So had 3 different agents. Poor communication. When the train had to move our departure from Jasper to Banff due to fires last month, total chaos. Had to take a bus back to Banff. They booked us into a dump motel for the unexpected night in Banff instead of Jasper. Got to Banff to the place they booked us to, with no one at the motel to check us in. The sign said walk 2 blocks over to another hotel to check in to our motel. We're in our 70's. So leave our wives with the luggage to walk over to check in. The other hotel 2 blocks away says they can't check us in to their ***** motel until Rocky *********** confirms our room. So our wives are standing on a corner with all our luggage waiting on the boys to get us checked in. The hotel that's supposed to check us in does nothing. Say that we'll just have to wait until Rocky *********** contacts them. Also, they tell us that we have to get to another hotel a mile from the dump motel, in order to check into the train the next day. They offer us bus tokens. $12000 plus for this one week trip and they offer us bus tokens. Appalling. Never again.
Fresh Tracks (Canada) Inc. Response
12/10/2022
Thank you for sharing your feedback on your experience. We understand how frustrating it must have been. The wildfires in the Banff and Jasper regions did affect several of our suppliers, such as the Rocky Mountaineer, who handled this portion of the trip, including the hotel and transfers. These wildfires also had an impact on services in these towns, which rely on locals for staffing. It is always our goal to create wonderful vacation experiences for our customers but sometimes things do happen that are beyond our control. Our product team is working with suppliers to ensure better communication and improved options to help mitigate issues caused by issues like wildfires. In addition, our customer experience team is always standing by to help customers while they are on the road.
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