Disappointing Customer Service and Cancellation Experience
Unfortunately, my experience with RAW Adventures relates to their booking and cancellation process rather than the walk itself.
We booked two places on a guided Scafell Pike walk. Around 10 days before the event our plans changed, so I emailed to cancel as soon as we knew we could no longer attend. After receiving no response, I had to telephone to chase my email before I eventually received a reply.
The company refused any refund, citing their terms and conditions. I wasn't disputing that they had a cancellation policy or asking them to make an exception because I didn't have travel insurance. I simply asked whether they would consider exercising discretion or offering a partial refund if the places could be resold. That request wasn't accommodated, and the only alternative offered was a 15% discount on a future booking, which wasn't something we were likely to use.
I fully accept that I agreed to their terms when booking, and other customers may be perfectly happy with the walks they provide. However, I think it's also fair for prospective customers to know that there appears to be very little flexibility if circumstances change, even with more than a week's notice. My disappointment is with the customer service and cancellation handling, not the walking experience itself.
