Complaints
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:11/03/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My husband and I were on a trip organized by Proximo Travel to Italy in Obtober 2025. I booked this trip based on the detailed description of places we were supposed to visit in Italy that included among others Vatican and Uffizzi Museums. There were supposed to be tour guide in all listed places and all entry fees were supposed to be included in the price for this trip. Of all listed places on our itinerary we had only local guides in 3 places. The rest of the time after arriving to destination we were given a free time to explore. Had I known this, I would arrange a guide myself or at least came with reading material to be aware of what am I looking at. That was gross misrepresentation of itinerary on Proximo Travel part and FALSE ADVERTISING.Proximo also did not deliver on accommodations. One of the hotels were in residential area and our bus could not drive us to the door and we had to walk for 15 minutes with luggage while it was dark. At that time I slipped on the gravel that was spilled on sidewalk and sprain my ankle. I would never again travel with this agency.
Business Response
Date: 11/03/2025
The people on this tour received all the itinerary items listed in their itinerary. We are sorry about the passenger falling, but often roads, walkways in foreign countries are not smoothly paved as they are in the US. If more specific places were not visited, we will confirm and reimburse for anything that was listed and missed if there was a cost for that site. There were guides with this group throughout the entire tour.Customer Answer
Date: 11/03/2025
Complaint: REMOVED
I am rejecting this response because:I am fully aware that there is a lot of uneven walking surfaces in Italy. However, my point was that Proximo should have booked us a hotel that would NOT require us to walk with luggage at night on uneven surfaces.
As far as having a guide with us all the time, he was there providing mostly logistic function not as a historical guide. Both my husband and I booked this trip based on the premise that historical, cultural, and artistic guidance will be provided. There is a list of itinerary form Proximo and my notes regarding visited places next to them. I strongly feel that the Proximos listing grossly misrepresented what actually happened.
Day 1- Travel
Day 2- Amalfi coast--- had bus tour
Day 3- Capri---tour guide was with the group and provided guidance for boat tour, walked with the group around Capri. Proximo stated that all activities are optional so we paid for lift to Capri and boat tour.
Day 4- Pompeii--- had local tour guide
REMOVEDoutside the Wall--- BROUGHT TO THE SITE; NO TOUR GUIDE
REMOVED- we will see the remains of REMOVED, the tomb of Bernini, the remains of St. REMOVEDthe Evangelist, the tomb of REMOVED, and the oldest painting of Virgin REMOVED--- BROUGHT TO THE SITE; NO TOUR GUIDE
Day 5 Catacombs---had guided tour
Tour the Colosseum from the outside -done
REMOVED---BROUGHT TO THE SITE; NO TOUR GUIDE
Scala Santa ---additional fee for visiting chapel at the top.
Day 6- REMOVED---had guided tour
REMOVED--BROUGHT TO THE SITE; NO TOUR GUIDE
Day 7- Audience with the REMOVED
Spanish steps, REMOVED, REMOVED, REMOVED---BROUGHT TO THE SITE; NO TOUR GUIDE.
Day 8 Assisi see the tomb of REMOVED, REMOVED, and the body of blesses REMOVEDAcutis--BROUGHT TO THE SITE; NO TOUR GUIDE
Day 9- REMOVEDTour REMOVED, REMOVED( NOT DONE) , REMOVEDNOT DONE), open air market ( NOT DONE),REMOVED( NOT DONE, only outside), the Baptisery ( NOT DONE),Michelangelos Dawid ( DONE), visit REMOVED( NOT DONE), REMOVED( NOT DONE)
Day 10- REMOVED---BROUGHT TO THE SITE; NO TOUR GUIDE
Day 11- REMOVED- BROUGHT TO THE SITE; NO TOUR GUIDE
REMOVED- we will visit REMOVED( NOT DONE), REMOVED(NOT DONE), REMOVED( NOT DONE), REMOVED( NOT DONE. We were lucky to buy our own tickets)
Day 12- REMOVED(WAS BROUGHT TO REMOVEDONLY; NO TOUR GUIDE)
REMOVED- out tour guide told us where to buy tickets to visit REMOVEDand rode with the group.
Sincerely,
REMOVEDBusiness Response
Date: 11/04/2025
Although some of these sites may not have been guided tours, there was a tour guide available and with the group at all times except for at the hotels at night.Customer Answer
Date: 11/06/2025
Complaint: REMOVED
I am rejecting this response because:I am not sure what your statement has to do with my complain. It would be interesting to know what were our tour guides responsibilities?
You did not comply with promised contract that I signed and on top of it false advertised Proximos services therefore you should be responsible for compensating me the cost of this trip.
Sincerely,
REMOVEDBusiness Response
Date: 11/06/2025
The guide was with this group. As far as having to walk from the bus to the hotel in REMOVED, that is due to the buses not being allowed to get closer and the portage we paid for was not provided by the hotel.Customer Answer
Date: 11/10/2025
Complaint: 24089605
I am rejecting this response because:It does not change the fact that Proximo DID NOT provide services that were promised in the contract. I expect monetary compensation.
Sincerely,
REMOVEDInitial Complaint
Date:02/07/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint taken over phone by BBB representative BA On 2/6/2024---- consumer called business to register over the phone. She spoke to a man. She had to ask him several times what his name was. He finally said his name was Anthony. She did not know he is the owner. She gave him her full name and asked that he repeat the spelling of her full name because she is going out of the country on this trip. She asked more than once. He told her he "does this all the time." He would not repeat the spelling of her name back to her. She asked to speak with someone else who would help her. He then told her she wasn't going on the trip. She hung up at that point because she was upset. She called the REMOVEDnumber for the business and was told that she had been banned. She asked the rep if she would call the headquarters on her behalf and was told that there was nothing they could do. but they would email her the reason why she was banned but she never received an email or a reason.Business Response
Date: 02/12/2024
I have personally reached out to this person and feel that this can be easily resolved with one phone conversation. She is not banned from this tour and is welcome to register through me. I believe it was a miscommunication between herself and the customer service representative and I would like an opportunity to explain by phone to her and help to get her registered. I left her a voice message.Customer Answer
Date: 02/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.Thank you to the BBB for making this trip possible. Sandy from the business was very helpful, went above and beyond, and very kind. She helped me though the whole process and now I can go on the trip. Everything with the business is resolved and I couldn't be happier. Thank you again!
Sincerely,
REMOVED
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