Neem Holidays Pvt. Ltd — unethical behaviour

Address:	Mumbai City, Maharashtra
Website:	www.neemholidays.com

We are a family of 3 and booked on the discounted price tour of europe departing in april 2018. Till the initial booking their representative miss/mrs. Mansi spoke very politely with us. We paid the basic booking charges and booked the tour in early jan 2018. Post that we never heard from anybody or mansi for almost a month. I was worried since visa process took time but still no response. Finally after about 2-3 followups mansi responded and got the visa initiated.
This was the beginning of the completely unprofessional behaviour. Firstly mansi never gave us full information or an understanding of how the payment structure would be. Initially she was very accommodating but later started abusing saying that i am putting wrong allegations on her about payment structure.
Neem holidays expects full payment even before the visa dates have been booked and this is what i was against since there is surety of his the process goes. Initially mansi agreed that only 50% payment would be needed to initiate visa but later she completely changed the stand and said that only after we pay the full amount, they will even look at the papers. Daily i started getting calls from their account dept asking me to pay up and there was no info transfer done from mansi’s end since everybody was not sure about what to say except for the amount that they needed in their account for the trip. One day she called me and started verbally bashing me saying that i am putting false accusations on her and that she never lies and i am making up every thing. Everything that they are asking is already mentioned on their site and that i am trying to create a ruckus for refusing to pay. The day the guy came to collect my papers, i gave the cheque with 50% payment which they immediately deposited in account for clearance but the papers itself have not been checked or reviewed still. Due to project deadline, i tried to enquire in their office for change in tour date but the abuse is continuing still but now with their visa dept representative namratha.

I have never been put down by any tours so badly and i am sure that enjoying the tour will not be possible now. But neem representatives are highly unethical and have zero knowledge about customer service. We have also been confirmed that there will be no bags or any other things provided which is the norm by other tours as well as neem too but for the discounted prices, i believe that gets cut. I am worried about what more hassles we will need to face when the time for the actual trip arises.

Neha r