Do not use this company!
I originally booked for hotel and activities, I later changed to just activities for my little sisters hen weekend. I booked with infinity as I wanted to make it easy for us as there was 18 people in Ibiza. We booked the 360 speed boat, entry to nightclub (they choose, we have no choice in this) and entry to Ibiza Rocks pool party.
Let’s start with payments, we swapped one girl for another and was made to pay another deposit, not sure why as this was a name swap, I wasn’t cancelling a place.
When all payments were made I received an email telling me I had to make a further payment for tickets to be released as they felt there was an outstanding payment, when I asked them to explain they sent me some numbers which made no sense but I didn’t have a choice to argue it, they send you a list of payments so I was tracking them and no they were all paid up and still they were clear a further random payment was needed, this is disgusting as they left me with no choice.
The customer service I received was awful once they had our deposits, every time I called I felt like they were not interested at all.
They sent me no tickets, just a reference number for Ibiza Rocks. They then told me I had to meet someone for the tickets for Eden, which is the worst club out there but anyway, they said the tickets were from a woman called Sue that I had to make time to meet, that’s awful, I’m on a hen and they expect me to have to meet someone in my time as they refused to get them to be before hand.
When we arrived at Ibiza Rocks pool party, the reference made no sense to them so we spent an hour at reception whilst trying to call infinity and get help, the woman on the phone said they have to accept the reference but I was stood in front of them whilst they said it wasn’t the right one! In the end they gave a random man’s name which is what the booking was under, making the start of the day awful, they ruined my day for sure.
The speed boat, when I said not everyone wanted a go they tried to get me to agree to just book one go as it only seats 12, I said we had all paid but they said if we didn’t all want to go then they would only book one trip and we would not receive any refund, clearly they would just keep the money for this! So I said we would all go as I did not want to lose more money.
The boat itself was amazing, the company running it was fab and I cannot complain about this.
The nightclub, well it turns out it was a 2 for the price of 1 night, however we were changed per person! After several messages and phone calls finally I met Sue was gave me the 2 for 1 tickets and said two of us had been put on the guest list, so the other 16 would have to queue. And as expected with Eden, it was terrible!
Once back I’ve had no email, or phone call to ask about how it was, it’s been 5 weeks and nothing.
I booked with this company to make things easier for us with there being 18 of us and it being my sisters hen. I was solely disappointed with the company and would never use them again. I would suggest you steer clear of them and either go with someone else or book yourself as they are awful!
Antwort von Infinity Weekends
Hi Tasha, your original enquiry was for 24 people with accommodation, transfers and activities. This was then amended to activity only for 19 people. We changed the price accordingly and split the cost of the bride between the group. Then 1 person dropped out, meaning her share to cover the cost of the bride had to be paid, hence the small additional payment required. You were aware of this as you asked us to split the cost of the bride between you and you were given a detailed list of the costings for each activity.
Regarding the calls made to us, you were always spoken to you with the utmost respect and every query was answered professionally by our overseas team. We had corresponded to you 72 times to ensure everything was booked and planned for your events.
Most venues now issue Etickets, reference numbers or Qcodes for access, any physical tickets are given in resort by Sue, your rep and emergency contact in Ibiza, who you were aware of as you asked to meet her at your convenience and she had your contact information, you also mentioned to our admin staff that this was very helpful and thanked them..So Sue, your rep, sent you your tickets via Whatsapp, as this was more convenient for you at the time, she was on hand for any emergencies, questions or queries you might have had in resort.
The Ibiza Rocks issue was sorted within 5 minutes of receiving your phone call, the reference number the venue gave us was correct and they agreed it was and let you access the venue with no problem. Our apologies for the inconvenience, the venue also have apologised.
The Speedboat is amazing, we´re so please you all enjoyed this, yes, it seats 12, this is why you had 2 different times, to accommodate your group size. Please note these trips are prepaid prior to your arrival, so anyone not wanting to go on it on the day wouldn´t receive a refund for the activity. Our admin explained this to you over the phone when you said a couple of girls might not fancy it on the day.
We´re sorry you didn´t enjoy the nightclub, we´ve never received any complaints about it, you can let us know via email the reason why as customer service is our highest priority and we´d appreciate the feedback regarding the club. Thank you.
We´re sorry your experience didn´t meet your expectations and wit would be helpful if you could email regarding the nightclub so we know where we can improve our service and products.
As the you said the boat trip was amazing as this was a 1/3rd of your events booked so we feel this doesn't really justify the 1 star rating.