House of Travel - Richmond

I have dealt with HOT at other branches and have always experienced good service. The same cannot be said of the Richmond branch. I experienced first hand and witnessed others receiving, dismissive behaviour from the first point of contact, with the excuse that everyone was busy catching up with their work! Everyone gets busy but the business norm is that, a customer is the reason for your work, not an interruption. More concerning, was the lack of professional guidance from Sally who took my cruise booking. She failed to point out the critical necessity of stating that the insurance package required specific reference to a cruise. She also argued with me that I didn't need proof of Covid vaccination, when collecting my travel documents. This was done loudly and publicly until she remembered I was on a cruise! Had I been a novice traveller, and accepted her 'advice' I could have been refused cruise embarkation and have been inadequately insured in any case. I will be using the Flight Centre for future travel.

Beware of excessive hidden commission fees. On top of the normal commission fees we were already aware of we found that House of Travel took $900 for booking our family’s cancelled 2020 cruise. So our “100% refund” written in our contract is bogus. I spoke with Amanda on the phone who was very patronising, so much so that I asked her to stop and had to wrap up the conversation. Long story short they have the right to keep that fee and so they will, tough luck. My advice would be to book your cruise directly with the cruise line, or ask house of travel to be upfront with their fees. My mistake. I would not use them again.

Amanda from from house of travel Richmond is amazing!! She done so much to help me get to Aussie. Definitely couldn't of done it without her!

I’ve stepped into their shop and I was greeted in a really poor manner and told that they were too busy and could only come back to me in a week’s time. I said that was ok, provided my details and the plans for my trip. It’s been a month, and never heard back from them. Really poor customer service. :(

Would not recommend going to this house of travel needed to get a refund for a flight booked from my late grandmother that passed away before she could use the ticket took months to finally get a refund throughout the whole process the lady's were extremely rude absolute disgusting behavior towards family that have just lost a loved I believe these lady's Sally and amanda should be fired I feel sorry for anyone that deals with these cold hearted women absolutely disrespectful behavior highly recommend not going to house of travel Richmond

Awesome service. Recently, along with my family, I travelled to Vietnam and Singapore for two weeks. I discussed the initial plan with Sally, and then with a bit of input from me, she organised the entire trip in conjuction with Adventure World. The trip was faultless. Not only did we have a fantastic time, the flights, pickups, tours, and other activiites that we added ouselves were amazing. Sally provided excellent advice and was responsive to any additional suggestions I had when the trip was being planned. Everything was taken care of in a very efficient and professional manner. My thanks to Sally and the team at House of Travel, Richmond. I'll be back when I plan my next trip!!

Fab service... got me what I was after at a better price than I could have found myself!

We made some travel enquiries and when we entered the shop the lady was just putting her mask on. We have been made very uncomfortable by that lady who served us as we were asked why we do not wear a mask. I said that we are exempt. She handed us her card to make our enquire online instead.She said that we were disrespectful towards the others as we are not wearing a mask to protect them.We run a retail shop ourselves and we always treat our customers respectfully with or without a mask, we are not responsible for their health protection, we all have choices and we never want to be discriminate our customers.We will never ever book a flight there again as we have done in the past, no one wants to be treated like that.Kind Regards Andy and Lisa

Booked back in 2019 and with help from Amanda, Kylie and Sarah over the last three years, we finally have completed our ‘Grand Adventure Circle’ journey with Rocky Mountaineer.All three agents were very professional, knowledgeable and patient in putting the trip together, with all the challenges COVID brought.I would whole heartedly recommend the Richmond team to anyone planning a holiday.

I went in to plan a surprise trip for a family member. There was one staff member working and she had two people in front of me, which was fine, I didn’t mind waiting. Instead of being greeted nicely with a hello I was greeted with her telling me she is very busy, I’d have to wait and she kept saying she’s the only one there today. Once I got to my turn which really wasn’t that much of a wait, she took my details of what I was wanting and said she’d make contact with me that week. She had email, phone etc. never heard a thing from her or anyone from the store. She seemed too busy for me and I really didn’t feel like she cared about my trip at all. A real shame! I have since booked an amazing trip with an incredible lady from flight centre and planning a second with her too. I wouldn’t use this store. Not enough staff and things are not followed up on!