To ensure the authenticity of the reviews, only travellers who bought their trip from a participating Canadian online travel agency, either online through the agency's site or by asking your travel agent to add you email at the time of booking, receive a few days after their return from holiday a form sent to them personally through one of our secure email servers. If you have made your purchase in person in a physical branch or reserved by phone with an agent you will not receive a form.
Every single review we receive is read by one of our agents. In the form you filled out there is the following warning message:
When you write a comment and you fill the rating form, give as much detail as possible so that your experience can guide others in their choice. Your comment will be associated with a specific hotel. We therefore ask you to focus on the establishment itself, on the food, location, beach, activities offered or the service you received during your stay; not your experience of purchase with such agency or such wholesaler or the airline. Out of context, these experiences are no longer relevant to a passenger who does not necessarily travel with the same company as your own. Reviews mentioning a specific agency, wholesaler or airline will not be displayed on Monarc.ca.
So if you mentioned the name of your travel agency, wholesaler or the airline that you used for your trip, your comment was not published.
When we receive a review, we treat it in its entirety. We either accept or reject it, but we never change the content. We cannot modify a review already received. We may, at your request, withdraw your review in its entirety from Monarc.ca. To do this you must contact us by email, using the same email address you used to make your reservation, give us the dates of your trip, the agency you dealt with, the destination and name of the hotel. One of our agents, after checking your data, can then permanently remove your review from Monarc.ca .
When you browse the reviews on the site Monarc.ca, you'll find there are as many positive reviews as negative ones. There are 3 reasons why we would not publish a review. Either the review is rude, abusive or racist, or it mentions the name of one of the providers you use to make your trip, or if your review talks about a claim or asks for financial compensation from agency or wholesaler with whom you dealt with.
In all three cases, your review will not be published.
When you write a review it will be associated with a specific hotel. We therefore ask you to concentrate on the resort itself, on the food, its location, its beach, the activities or the service you received on site during your stay. The review is based on the hotel, not your shopping experience with such agency or wholesaler or the airline. Out of context, these experiences are no longer relevant to a traveler who buys with another travel agency or with another wholesaler, or who will travel with a different airline.
In the form you received for your review, you can either keep your full name or change it to a username. If you forget to do so, please send us an email at firstname.lastname@example.org
, using the same email address you used to make your reservation, give us the dates of your trip, the agency you dealt with, the destination, name of the hotel and the name you desire to appear with your review. One of our agents, after checking your data, will contact you concerning the requested name change.
Unfortunately we can not send you a form with this new hotel. The way Monarc.ca works is based on the authenticity of the received information. To ensure this authenticity, we extract data directly from the reservation made with the participating agency and we send you our form based on the extracted data. We cannot send back a form on a reservation that has been subsequently modified as we have no trace of them in our systems.
It is possible that occasionally your computer has software that converts the link URLs of forms. Contact us by email at email@example.com
explaining your problem and an agent will get in touch with you to help solve the problem.
Unfortunately it is too late. We cannot send you another form for your photos.
Complaints and claims must be sent directly to the travel agency which you dealt with. Their email addresses and phone number are usually included in the travel documents you received. If you submit a claim to Monarc.ca, one of our agents will contact you specifying that you must contact your travel agency.
Sometimes a travel agency promises to include a gift card or a discount on a future trip. You must contact your travel agency directly and not Monarc.ca. If you send such a request to Monarc.ca, one of our agents will contact you specifying that you must contact your travel agency.
If you have booked with the participating agency by phone or in person at the agency, you must ask your travel agent to add your email in the Monarc box at the time of booking. Otherwise you will not receive a form. A form is sent only if an email was entered at the time of booking.
We receive hundreds of forms daily. These are processed in the order of their arrival by our agents. If a form is filled and sent immediately after the return from the trip, instead of completing it only days later, it may be that this review gets posted before yours.
In addition, if you send in your review during the weekend, which is when we receive the most forms, it may take longer for your review to be treated. In general, your reviews are posted within 2 hours of receipt or at most 24 hours later depending on the quantity of reviews to be treated.