DO NOT BOOK WITH THIS TRAVEL AGENCY. Honestly the most horrible experience i have ever had. I am from California and I booked a hotel in New York through them, when I arrived at the hotel which was around 11pm the hotel system was down, they were not able to issue me a key card and could not offer me a room. They had no option but to cancel my reservation and I had to book a hotel elsewhere. I contacted Zap travel via email and waited over 2 weeks with no reply, I then called and they opened a case for me and said someone would email me back in 48 hrs and call me back within a week and NO ONE ever called me back. I had paid through Klarna and I filed a claim through them. Now fast forward to almost 2 months later and Zap travel denied my claim due to it being “non refundable”. I paid $1,000 for a service that I did not received for something that was not my fault and completely out of my control. I’d understand if I’m the one who canceled but that’s not even the case. Their FOLLOW UP horrible, CUSTOMER SERVICE horrible, lack of empathy HORRIBLE. How is it ok to cheat a customer like that?

If I could give a zero review I would. This company had me pay A. a resort fee which was apparently non refundable. In addition when I called to cancel my reservation (with travel insurance) I was met with challenge after challenge. I was canceling due to a medical situation and they rejected my providers note twice due to "not being detailed enough" apparently they have not heard of HIPPA. Also I contacted the hotel directly and they confirmed they were not getting any money from my reservation through ZAP Travel as I had canceled my trip and they had canceled my room. So I would love to know WHERE my 400 dollars went as it never went the hotel due to the cancelation. As the reason for cancelation is medical it is absolutely unacceptable to as a person to provide in detail a medical condition, especially involving pregnancy complications, which can often be emotionally painful and challenging as well as a physical challenge, which is made worse by stress. The lack of understanding, compassion and privacy is astounding. as well as the lack of understanding considering the trip was canceled with 3 + months worth of notice. I am beyond disappointed, frustrated and emotional. What was supposed to be a baby moon trip was canceled due to challenges made harder by this company. I will never book through or recommend this company to anyone in the future.

I am writing to express my extreme dissatisfaction with the service I received from Zap travel. I booked 3 rooms at Voco Hotel in Reading where we were supposed to check in on the 19th of April and check out on the 20th. I mistakenly made a mistake on the 3rd booking where I accidentally booked the wrong dates. I contacted Zap travel soon after realizing that I had made an error and needed assitance to rectify it, from there on everything was riddled with issues. They told me that the issue would be rectified within 24hrs to 48hrs. I waited and called them again after 2 days since I had not received any feedback from them and they told me to wait another 48hrs. After going back and forth with them for the whole week they eventually said they couldn't assist me or facilitate this change even though I was prepared to meet any extra costs. I then went to the Hotel on the 19th the day we were checking in and the ladies behind the front desk assisted me with no issues at all. They said all Zap Travel were supposed to do was to give the hotel a call and confirm availability of rooms on the initial day and it would have been sorted out instantly. The people at Zap travel are very unprofessional, rude and unhelpful. I will never use Zap travel again and will never recommend it to anyone.

Michelle Gipsh was amazing from the first time I spoke with her! My fiancé and I were trying to plan a destination wedding and were starting to feel overwhelmed looking at resorts, wedding information and travel details. We spoke to Michelle, and from the very beginning she was great! She got a good feel of where we were looking, and what we were looking for. She had great suggestions when it came to us needing help to narrow down resorts. Not only was she knowledgeable about the resorts, costs, etc, but she also had a great feel of how other guests felt about the wedding coordinator service at each hotel. She was also very receptive to us suggesting locations that were not on the original list, that we were potentially interested in. After contemplating all options, we picked Dreams Tulum. We couldn't have been happier with our decision. We chose this resort because of pictures, and Michelle had said that their wedding department was great, and that it fit what we were looking for. She was spot on! Within less than 12 hours of us determining date and location, Michelle had our wedding website up and running! We sent an initial email to closest friends and family with the link to the website, while we worked on official invites (since it was going to be a small wedding of approx 30 people). The entire time, we had very few to no questions from our guest about booking, travel arrangements or any of that stuff that you don't want to get bogged down with, because Michelle was so great. She made herself accessible via phone, email and text to our guests, and ensured that all went smoothly and that we didn't need to be involved. When we arrived at the airport, we had our personal shuttle waiting for us, which was a huge relief because it gives you a sense of security when traveling to another country (included with the prices through Michelle and booking). Everything was so smooth and seamless. Over the wedding weekend we heard similar sentiments from all of our guest about the ease of booking and how smooth and carefree it all was. The resort was amazing, and just as Michelle had told us, the wedding department was amazing! Looking back, we feel like we won the travel and wedding lottery because we didn't have a care in the world, and got to relax and enjoy the time with our closest family and friends. Now that its all over, our group is keeping in touch and discussing making this a yearly trip, and I will definitely be in touch with her again for our next trips! Highly recommended!!!!

I was denied services and produced a blank invoice by the hotel I was staying at. I contacted Zaptravel immediately while there and was told I would have a refund in 1-3 business days and have since been unable to get a hold of the company via phone or email (I have proof).