Belmond Reviews 20

We have just returned from the most wonderful journey on the Venice Simplon Orient Express (VSOE), to celebrate our joint 60th birthdays. It surpassed our expectations in so many ways. The trip started with a private transfer to Gard du L’este in a luxury Mercedes Maybach. We arrived in style, to be greeted by 6 uniformed gentlemen, all eager to collect our luggage. Everyone from the porters to Tony the platform manager and Nathan the concierge were incredibly friendly and helpful. This was just the beginning of the scale of opulence we were about to experience. We made our way down to our carriage to be greeted by Thanos, who was to be our butler throughout the journey. He was the most engaging, accommodating gentleman you could hope to meet. His warm smile and winning personality made us feel so welcome. He assured us he was there to take care of us and he would make sure we had the ‘best trip of our lives’…..that was exactly what he did! He showed us to our ‘Montagne’ suite and after serving us with chilled champagne and a beautiful afternoon tea, he stowed our luggage and gave us time to settle in. He then advised us on the workings of the cabin, pointing out the FIVE ‘butler call’ buttons, which he insisted we must use for ‘anything we needed’. A special touch was a personalised card from Massimo, the legendary guest experience manager, to acknowledge our BIG birthdays. Massimo paid us several visits throughout the journey and was always charming and attentive.
The stay on the Venice Simplon Orient Express was simply the best luxury holiday experience, we have ever had. Everything was perfect…. the elegance of the Montagne suite, the obliging staff, the gourmet indulgence of the cuisine, including the most decadent ‘Thanos’ fruit salad, (part of our lavish breakfast in bed) and the splendour of the ever changing countryside, we passed through! It all contributed to the most amazing experience but having Thanos as our butler was the ‘cherry on the cake’. His attention to detail and willingness to be of service, exceeded any of our expectations. He did indeed ensure we had the ‘best trip of our lives’ so here’s to you Thanos and thank you so much for everything you did…. you truly made our dreams come true!!

Terrible company. Living on name alone. Zero customer service. My Mum booked a day trip to Bath for her 80th for 5 of us. For some bizarre reason Belmond placed 3 of the family in a different part of train. Only noticed after we had paid final balance. Nobody at Belmond picked up on this. Several calls and I mean several calls later finally got issue resolved after lots of shouting and after I was being blamed for mistake. Cheeky lot tried to charge us an admin fee for having to downgrade the family to a different part of train to the one we wanted. Finally they admitted we are owed £120 refund that was end of Feb still waiting. Shows you what kind of company they are when they don’t even respond to bad reviews. Never again. Avoid avoid avoid.

Booked a trip to the carribean stayed with Belmond before most notably in Brazil. Both excellent from help with planning the trip and Service and standards at both properties. Based on that experience I’ve booked to go to St Martin La Samanna and Capjuluca. Due to travel in February reached out to them for support on internal transfers. It’s been an absolute disaster at one point being told “I should have used a travel agent” the hotels don’t communicate with each other, don’t appear to read what’s sent. Promised a call last week never happened. This is an eye wateringly expensive trip and so far all I have is a massive feeling of disappointment

1 star is too many.

In July 2024 I booked a Murder Mystery Pullman Steam Train trip for my parents to celebrate my Mums upcoming 60th Birthday.

The trip was due to take place in March 2025.

Unfortunately in October 2024 we received the devastating news that my Dad (who was due to attend) was diagnosed with C****r.

When we had the treatment plan it became apparent that my Dad would be unable to attend.

In November 2024, I contacted Belmond and asked what my options were as my parents still wanted to go they just couldn't in March 2025.

My options were:
Cancel - lose the £145 deposit
Change the date - pay a £145 admin fee
Change the attendees.

I understand they are a business but to be charged £145 to change a date because my Dad couldn't attend on the booked date because he has C****r is absolutely disgusting. There was no empathy, no compassion. They bad an incredibly tough time even harder.

In the end I cancelled the booking and took a hit on the deposit as I didn't want anything to do with them.

Would not recommend to Satan himself.

Avoid. Avoid. Avoid.

This was booked as a surprise for my birthday. Incredible trip in the CYGNUS carriage of the British Pullman. A leisurely trip where we sat back and enjoyed the countryside whilst enjoying chilled champagne, fine dining and top notch service. I can’t recommend highly enough. We’ll be back!

I booked a Belmond train journey and meal for December but had to cancell because of personal crmircumstances and even though I cancelled 3 months before the trip date they kept the £145 deposit with no justification and I had paid an extra £125 off the total price which they refunded but it took them 2 weeks to return the money by bank transfer and when I chased the refund up I was told it was their company policy to take 2 weeks to return money which in 2024 is ridiculous.
They are a profit making company and have little or no regard for their customers I will never book any thing with them again.
Very disappointing.

My family bought me a Belmond voucher and as a result of a number of personal issues I have not been able to use it and there is no prospect of doing so in the medium term.

Consequently, I contacted Belmond’s customer service team to ask for a refund and received the sadly inevitable, but predictable, response of “computer says no” which means we will have to write off the value of the voucher.

I was, perhaps naively, expecting a more positive response from an organisation that purports to be a high-end supplier but sadly not.

I have always loved the Orient Express and when they lost the License it was up for grabs and now LVMH aquired all of the properties and raised the rates so high only a prince or princess can afford to go there.
Unless I receive an LV handbag upon checkin which I have many I would not pay their prices. They have totally gone overboard and there is a lot of competition I guess they are hoping they can lead the market with the prices higher. Their stock is down, people are not going unless it is for business. Yes, have they made them more authentic with local craftsmen and the world's finest artists maybe but I don't want to pay for that I want a lot more and it starts with the price.They also keep changing the pricing. I was a dedicated traveller but no longer as I have stayed in most of their properties over many years and I don't see the value. It is too bad I think they have out priced themsleves and the employees don't know what they are doing. It is aa good example of not being in an industry then buying it and trying to keep it at the same level as before they bought it I have not been able to.

We stayed at two Belmond properties our last trip, in Laos, and Cambodia. We couldn't be more delighted. Elegant, top service and amazing views. Perfect stay at both properties.

Terrible customer service

I’ve booked the Belmond hotel in Iguazu Falls for 2024 and have sent them three messages and have still to receive a response. The first message was sent almost a week ago. Really poor customer service from a 5 star ⭐️ hotel group.

Booked a wedding anniversary gastronomic evening treat on the British Pullman in Kent with dinner cooked by Lisa Goodwin-Allen. Unfortunately over four weeks before the trip costing over £1190 we have to cancel. They tell me that they will charge me £350 as a penalty and will obviously then re-sell the booking. Having complained about this rip-off I was told a senior agent would contact me - but no attempt yet.
Beware of this money grabbing company. They have no interest in the customer, they just want to take your money.

We went on the British Pullman day trip to Blenheim Palace, which we booked via Planet Rail. We had an absolutely fantastic experience. Our dedicated stewards for the day were Adam & Joseph in the Minerva carriage. They were both truly outstanding in every respect. Service & attention to our every need was amazing. Both a real credit to the Belmond company. We were also well looked after by the manager on the train (Adam). Thanks for another great Belmond experience.

The Orient Express London to Venice was one of if not the best travel experience I have ever had. The train was fitted out to perfection, the food delicious and service impeccable.
Trip of a life time worth every cent.
Should be on every travellers bucket list.

Our trip from London to Venice on The British Pullman and then The Orient Express was absolutely fabulous. The service was impeccable, as was the food, the cabin and the company. The journey was seamless with every whim of the customer taken care of with grace and ease. The service didn’t end when we disembarked the train in Venice as our bags were whisked away by porters and delivered to our hotel. When we arrived at our hotel with the aide of a private guide and water taxi we had a bottle of Moët waiting for us with a truely beautiful card hoping we enjoyed our trip. The Belmond team were most generous in every sense.
Everything was of extremely high quality and I wouldn’t hesitate in recommending this trip to anyone.

Absolutely awful service 🤬👈
I have not had a response to either my call or my email five days ago.
Customer Service Department does not appear to exist!
Peter Barford

Mobile 07722-028251

Had a fantastic day out on The Brighton Belle, not only was the weather great the whole experience was fantastic, professional staff , exquisite service for the fabulous 5 course menu, customer service at the very start i.e. check in was excellent.

Just returned from the London-Bath trip on the Belmond British Pullman. Amazing service from the team onboard and the food was spectacular. A real taste of luxury. Highly recommended!

We were due to travel Orient Express on April 18 Venice to London, and the trip was understandably cancelled. The delay in getting a refund wasn’t understandable.

It took 3 weeks to get a refund. Airlines do that in 24 hours.

And then they shortchanged us. They originally charged our credit card $5,591.90 but they refunded $5,241.63.

After a complaint, they claimed the difference was due to the strength of the British pound....which is nonsense. Any exchange rate risk is THEIRS.

So they admitted as much, but said I had to submit a request for the dollar difference to their reservations department. And that will take ANOTHER 3 weeks.

Stayed a week ago at Kwai River lodge with Belmond. Having been to a different lodge previously , which did not diapppoint in the game viewing, but didn’t hit the spot with regard to the lodge, you can certainly count on this one to meet expectations.
The lodge and staff were delightful. Staff very attentive. Nothing was too much trouble. Food an excellent standard not hitherto experienced by me on safari, and the guide very knowledgeable. He asked what we wanted to see and he found it! Leopard seen every day which is quite an achievement.
We don’t rush about wanting to see the big five in a day so were able, with our enthusiastic vehicle companions, to spend some hours watching lions awakening from their daytime sleep and then starting their night prowl.
You won’t see Buffalo here, and not huge numbers of birds, but there is plenty to interest you.
One thing the site doesn’t clarify but the ladies might like to know is that you need take nothing in the way of personal care with you. Rooms fully equipped with soaps shampoos etc and a working hairdryer.. lots of points to charge devices. Wi fi is weak in the rooms and a signal obtainable at the lodge, but the signal is not all that strong, but then , you are not going to this place to be attached to your phone!
Leave the 21st century behind and and enjoy it!

Beautiful experience, would recommend to anyone that wishes a luxury location in Rio. Ana Luiza made our stay enjoyable, Ocean view suite simply perfect.