We have booked our trip for April this year. However, due to the unforeseeable circumstances of the volcano eruption from Indonesia late last week, our flight was cancelled by the airline. And it was two days prior to our arrival. Therefore, we have no choice but to contact the hotel immediately and re-arrange our trip to Svalbard. Qatar airline was amazing! And they have successfully adjourned our booking to October this year (with minimal charges incurred only). However, we were a little disappointed with the Vault’s arrangement. We have immediately contacted the vault when this happened via phone, and the gentleman was extremely helpful and say this is duly noted, however advised us to email the hotel inform the situation and hopefully, we might be able to make an arrangement and delay our booking in October. So, we did so, we have sent numerous email to few email address, including the sales team person that we have contacted all these while. And guess what, at first, they’ve said they have not received the email. (Which I have proof that we have tried our upmost effort to inform the hotel with the situation) And second, advise us to claim from the travel company and due to non-received of email, and the person we spoke to, do not work in the weekend? (Our booking originally was from Sunday to Wednesday) Basically, that’s our sole problem. Worse, if we would liked to book in October, we can pay the FULL package amount again. Thank you the vault, but I do expect better than this.
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