Surprisit - Dover, Delaware

Judith S.

We booked a trip for 36 people. We were super excited at first until we got the details. The destination was great, but the hotel they gave us was a gross 2 star hotel that was not close to anything. It did not meet any of the guaranteed ratings they provide on their website. When we reached out they let us know that in their system this was considered downtown. When we originally booked they had also stated that our carry on was included, which they definitely fought us on and did not pay. They booked us on Spirit. They also guaranteed an early flight but didn’t leave until 4pm, which had us arriving in our city at 10:30pm. They promptly changed these things on their website, which seemed fishy to our group.

Communication with them is a complete nightmare! Their phone line is “always down” so everything has to be through email. Luckily we had done the 7 days before option so it gave us some wiggle room. The only way I would finally hear back from them is if I reached out to their Instagram team. Then a couple hours later I would get a response, which was them mostly going around in circles and not accepting any fault or solutions. They finally agreed to change our hotel, but cut our room block by 5 rooms. The hotel was in way better condition but still not downtown. We had to Uber everywhere, which added up quickly for a group of 36.

In order to make things right they provided our group a discount code to use for two years with no limitations. Once we came back I reached out because since they had kind of made things better some people still wanted to give them a second shot. I reached out to Richard for the code and he gave me the code but told me that it must only be used a certain amount of times and we must note that we were part of the group.

One of my friends decided to go ahead and try them out with the code and a couple days before Surprisit CANCELED on her. They basically said that they couldn’t find anywhere to send them so tough luck. They weren’t even going to give her a refund until she pushed and pushed.

I absolutely DO NOT recommend this company! It’s sad because it really is a cool concept, but they are so unprofessional, communicating with them is nearly impossible, and they do not stick to any of their guarantees. They also don’t book anything until a week before your trip, so I would definitely reconsider their multiple city trips they offer.

Dominique

I do not recommend booking with this company. I’m writing this after unpacking my bags for a trip that I can not leave for because Surprisit never emailed me my trip accommodations, nor responded to my contact attempts, nor do they have a working phone number.

I booked a “Surprise Relax Getaway” on June 29, 2021 for the weekend of October 23,2021 for my husband and I. I received the confirmation to my email address and that I selected to receive the travel information the day before we were due to leave. I didn’t receive my email Friday so I attempted to reach out on FB Messenger, then email, then phone, then Instagram and every single attempt went unanswered. I also checked all of my email accounts, spam, trash and my husband's account (I included his info as well).

I decided to look into the IATA number provided on the footer of the website and it belonged to a different company so I gave them a call and explained the situation. I was told that this business is located in Europe and business hours had already concluded for them. So by the time zone difference, I should have had the email by Friday morning CDT at the latest. This company also neglects to have anyone around to handle issues during American business hours while offering road trips to American customers. That means if you have ANY ISSUES during American business hours, they will not be resolved, you will be stranded.

I do not recommend booking with this company. They have taken my money and not provided any services.

Mireia R.

We had a super fun nature getaway. They took us to a cozy cottage-like house in the mountains with beautiful views. Overall we're very happy with the experience and we're likely to repeat again soon.

Paula C.

Worst customer service ever. I have been waiting for a refund for over a month now (as I was forced to pay for my trip a second time when I got to the hotel- a 'mistake' by Surprisit). They say their financial program is "under construction"... Email responses are infrequent and never prompt. On top of that, the phone number they supply is not in service, they do not respond to Facebook messages, nd their communication through Instagram is abysmal. I strongly discourage anyone from booking with them.

Gassia

Had one of the best trips of my life!! We did the Caribbean package and went to Aruba, the hotel was beautiful and it was by the beach. We had a very exciting experience. We're thinking of doing it again this summer.

Carlos L.

We booked a getaway to Austin and it was great! Everything was booked for us for once, which was nice.

Sara G.

I suspect they may have gone out of business but not shut down their website. Thank goodness my payment didn't go through

Jose L.

Loved Austin with my brother! Cool hotel