Enchanting Travels: most-reported complaints
Automated analysis of 254 public Trustpilot reviews published 2016-12-07 to 2026-09-01. TrustScore 4.9 from 3,228 total reviews — see the Trustpilot page. Quick answer: is Enchanting Travels legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that services were not as described, accounting for 42% of the 33 complaints identified. Support was described as unhelpful in 33% of these cases, while other issues and overcharging were cited in 21% and 15% of complaints respectively. No clear trend can be established for these issues due to insufficient review volume.
How to reach Enchanting Travels
These are the contact details Enchanting Travels publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone +1 888 263 2574, email [email protected], address 8400 E Prentice Ave, Suite 1500, Greenwood Village, CO, 80111, US.
The company claimed its Trustpilot profile on 2015-06-23, uses Trustpilot’s paid features, and last replied to a negative review on 2026-07-30. Trustpilot ranks it 16 of 200 in Travel Agency. We last checked this profile on 2026-09-24 and found 5 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 4.5★ on Google (90 reviews)
TrustScore over time
4.9 → 4.9 across 11 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-20 (80%, 0.5d) · 2026-08-24 (80%, 0.5d) · 2026-08-27 (80%, 0.5d) · 2026-08-30 (80%, 0.5d) · 2026-09-02 (67%, 0.0d) · 2026-09-08 (67%, 0.0d) · 2026-09-11 (67%, 0.0d) · 2026-09-15 (67%, 0.0d) · 2026-09-18 (67%, 0.0d) · 2026-09-24 (67%, 0.0d).
Severity: 30% of this company’s 33 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 23.7 days between the experience and publishing their negative review (27 reviews record both dates).
What their policy promises
delivery promise: one month before departure
“Approximately one month before the departure date of the Tour the Company will send You all of the travel documents which are required for your participation in the Tour.”
refund window: 7 days
“If any Price Adjustment results in an increase of more than 10% of the total price of the Tour, You may cancel Your booking by providing written notice to the Company within 7 days of receipt of the notice of the Price A”
refund window: 30 days
“The Company shall pay any applicable refund amount which is payable under these General Terms and Conditions within thirty (30) days of the receipt of the request or instruction to cancel or change the Tour.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-17.
Policy-page monitoring
We monitor this company’s published policy page for changes. 2 changes detected since we started watching on 2026-09-01:
- 2026-09-15: +1/-1 lines; added: * Privacy Policy; removed: * Global Privacy Policy (snapshot)
- 2026-09-08: +8/-2 lines; added: 1 888 263 2574 | Find your wishlist in the menu — tap the icon above to see saved trips.; removed: Wishlist 1 888 263 2574 START PLANNING | Wishlist 1 888 263 2574 START PLANNING (snapshot)
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 33 negative reviews that received a public reply, the median wait was 1.8 days — the company profile reports an average of under a day. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 33 company replies to negative reviews analysed, 64% engaged with the specific problem and 30% were generic templates.
47% of its 238 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: not as described makes up 42% of this company’s complaints vs a 25% median across 100 ranked companies in its sector.
Review velocity: 490 of this company’s 3,228 Trustpilot reviews (15%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Enchanting Travels?
Not as described
14 reports · 42% of complaints“I hired your company and paid a lot of money to do so to save me time. You failed.”
The company replied on 2024-01-16: “Dear Seth, Thank you very much for your review and feedback. As Jennifer and Peter have previously explained in the email correspondence with you, we deeply regret that you and your family did not…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“some activities were supposed to be booked and paid for were not”
The company replied on 2024-01-03: “Dear Marvin, Thank you for sharing the details of your experience with us. We sincerely apologize for the disappointment with the hotel choices and the inconvenience regarding activity bookings. Your…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“A highlight day to the Nurburgring simply never happened.”
The company replied on 2025-09-03: “Dear John, Thank you for taking the time to share your feedback. I appreciate the opportunity I had to discuss your concerns in detail over the phone, and I'm truly sorry that your recent trip did…”
Our classifier read this reply as a substantive response.
It promised: refund.
Support unhelpful
11 reports · 33% of complaints“They took my money for excursions they said they booked and never did and tried to tell me I owed a cancellation fee.”
The company replied on 2022-10-03: “Dear Kristen, We are very sorry for the disappointment you experienced on your trip to The Seychelles and I was grateful for the opportunity to discuss your experience on our video call. As we…”
Our classifier read this reply as a substantive response.
It promised: refund.
1 reader marked this review helpful on Trustpilot.
“I feel there were a lot of hidden fees.”
The company replied on 2021-10-26: “Dear Jamie, We are sorry that you had a disappointing experience on your trip to Mexico, especially after having had such a positive experience with us in Costa Rica. As you know, within two days of…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“It definitely was portrayed differently than what we experienced.”
The company replied on 2017-02-20: “Dear Cynthia, We are very sorry to hear of your disappointment. I understand that you have since spoken with our Managing Director about your experience in more detail, and we thank you for taking…”
Our classifier read this reply as a substantive response.
Other
7 reports · 21% of complaints“They will scam you, ignore you, and do not have your best interest.”
The company replied on 2024-09-09: “Dear Ethan, I'm really sorry to hear about your negative experience. We take feedback seriously and would like to address your concerns directly. Could you please provide more details about your…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Our Trip Coordinator was either incompetent or lazy. No one assumed any responsibility for numerous significant and annoying glitches”
The company replied on 2024-11-29: “Dear Eugenia, Thank you for sharing your detailed feedback. We’re truly sorry to hear about the challenges you faced during your trip and that you did not receive a seamless experience. We are…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“Eventually went with another company - no pressure to commit”
The company replied on 2023-03-01: “Dear Kiran, Thanks a lot for taking the time and sharing your feedback on your experience with us. We are very sorry to hear that you felt too much pressure to finalize your booking with us. In…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Overcharging
5 reports · 15% of complaints“They took my money for excursions they said they booked and never did and tried to tell me I owed a cancellation fee.”
The company replied on 2022-10-03: “Dear Kristen, We are very sorry for the disappointment you experienced on your trip to The Seychelles and I was grateful for the opportunity to discuss your experience on our video call. As we…”
Our classifier read this reply as a substantive response.
It promised: refund.
1 reader marked this review helpful on Trustpilot.
“A highlight day to the Nurburgring simply never happened.”
The company replied on 2025-09-03: “Dear John, Thank you for taking the time to share your feedback. I appreciate the opportunity I had to discuss your concerns in detail over the phone, and I'm truly sorry that your recent trip did…”
Our classifier read this reply as a substantive response.
It promised: refund.
“she picked a $40,000 room for a cruise when there was a $8,000 room available.”
The company replied on 2025-05-02: “Dear Allyson, Thank you very much for your review and feedback. As we’ve mentioned in our previous correspondence, we deeply regret that certain aspects of your trip to South America did not meet…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Support unreachable
2 reports · 6% of complaints“She didn’t even have the courtesy to respond to our inquiries.”
The company replied on 2023-11-07: “Dear Ron, Thank you for taking the time to share your feedback. We would like to express our sincere apologies for the slow response time and frustrations you encountered during your recent trip…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“took long to receive her silly reply saying my request went to her Junk.”
The company replied on 2019-08-16: “Dear Ravi, We are extremely disheartened to read about your poor experience. We are normally known for our courtesy and passion towards planning truly enchanting trips, and we regret that this did…”
Our classifier read this reply as a template response.
Poor core service
2 reports · 6% of complaints“We NEVER received it”
The company replied on 2023-11-12: “Dear Claudia, Thank you for your open feedback, and a thank you also to Brent for taking the time to discuss your experience with me yesterday on the phone. We sincerely apologize for the distress…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“They took my money for excursions they said they booked and never did and tried to tell me I owed a cancellation fee.”
The company replied on 2022-10-03: “Dear Kristen, We are very sorry for the disappointment you experienced on your trip to The Seychelles and I was grateful for the opportunity to discuss your experience on our video call. As we…”
Our classifier read this reply as a substantive response.
It promised: refund.
1 reader marked this review helpful on Trustpilot.
Compare Enchanting Travels with…
- Enchanting Travels vs Headout
- Enchanting Travels vs CheapOair.com
- Enchanting Travels vs Business-Class.com
- Enchanting Travels vs FlyDealFare.com
- Enchanting Travels vs Travelopod
- Enchanting Travels vs FareObuddy
- Enchanting Travels vs Ski.com
- Enchanting Travels vs TopBusinessClass
- Enchanting Travels vs Fly Luxury
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-07.