Alexander + Roberts: most-reported complaints
Automated analysis of 160 public Trustpilot reviews published 2023-06-22 to 2026-08-17. TrustScore 4.9 from 671 total reviews — see the Trustpilot page. Quick answer: is Alexander + Roberts legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues categorized as 'Other,' accounting for all identified complaints in the analyzed period. These reports represent a small fraction of the total reviews, with only two complaints noted out of 160 reviews. One example cited involves a customer stating they did not receive an item that held significant value to them. A trend cannot be established yet due to the low number of reviews.
How to reach Alexander + Roberts
These are the contact details Alexander + Roberts publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 800-221-2216, email [email protected], address 53 Summer Street, Keene, 03431, US.
The company claimed its Trustpilot profile on 2018-12-19 and uses Trustpilot’s paid features. Trustpilot ranks it 20 of 79 in Tour Operator. We last checked this profile on 2026-09-24 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 4.1★ on Google (35 reviews)
TrustScore over time
4.9 → 4.9 across 4 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: 2026-08-17 (0%, 0.0d) · 2026-08-20 (0%, 0.0d) · 2026-09-21 (0%, 0.0d).
What their policy promises
cancellation method: in writing
“you must inform Alexander+Roberts immediately in writing and also request written confirmation of your cancellation.”
complaint process: in writing within 30 days
“Any refund inquiries or complaints must be made by the guest in writing and received by A+R (or your Advisor) within thirty (30) days after the end of the tour or cancellation of the tour.”
complaint process: within 30 days
“Complaints and refunds inquiries shall be considered by A+R within thirty (30) days from the date of the inquiry”
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. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
49% of its 150 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: other makes up 100% of this company’s complaints vs a 19% median across 96 ranked companies in its sector.
Review velocity: 40 of this company’s 671 Trustpilot reviews (6%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Alexander + Roberts?
Other
2 reports · 100% of complaints“We did not get that, and it had more value to us than 5% of the cost.”
The company replied on 2025-09-09: “Dear Ms. Lewis, As you know, we were deeply distressed by the behavior you described of three guests traveling with you in Japan, expressed personally to you by our Concierge on multiple occasions.…”
Our classifier read this reply as a substantive response.
It promised: refund.
“Every time they find excuses for bad trips.”
The company replied on 2025-07-10: “We’re sorry to hear you were disappointed. We addressed the 4x4 safari vehicle issue in Tanzania and compensated you at that time. Regarding your recent Japan trip, the Tokyo hotel placed you in a…”
Our classifier read this reply as a substantive response.
It promised: refund.
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 2026-08-18.