I undersigned CHIARA BERTOLOTTO wish to file a complaint about the permits for the gorilla trek.
I have written to reservations@rdb.rw multiple times requesting a refund of the permits (Permit n. T2511106FAG Odetti Emma Bertolotto Chiara, Permit n. T251110AJ9N Cristina Francesconi Michele Cherchi purchased and payment settled in full).
Ms. Mary Mukasafari on 13th July instructed me to refer to Ms. Esther Mukagasana in order to reschedule the gorilla trek.
I report and quote that Ms. Mary Mukasafari wrote that permits are generally non-refundable .
It goes without saying that “generally”applies to requests upon personal reasons; I wish to claim once again that I and the other 3 people travelling with me cannot visit Rwanda as we had intended because of Ebola outbreak in the Democratic Republic of Congo; country which has borders with Rwanda.
I have tried to reach out to the reservations office (+250 727 775170) on several weekly days and at different times but unfortunately the voice over claims the line is busy and callers are told to call later.
I would like to draw your attention on the fact that our hotel deposists have all been refunded and the flights too, which favourably impressed us . On the other hand ,instead we feel that the reservations division for the gorilla trek is not showing sympathy.
I trust that the Tourism Regulation Board which I believe is to care for customers and tourists will go all the way to make sure we get refunded.
We do intend to visit the country once the epidemic emergency is over.
As reported by the travel.state.gov website, the health situation at the country's borders is considered risk level 4 = do not travel!
We have all the documentation relating to the correspondence exchanges that took place with the office.
I look forward to receiving a prompt reply. However, I would like to add that I will instruct my lawyer to file a formal complaint with the Board of Tourism should I not get your reply in due time.
Chiara Bertolotto
