David’s House of Travel

Located in Manitowoc, Wisconsin, David's House of Travel presents a complex picture for potential clients. As a locally-owned, full-service travel agency that has been in operation since 1985, it has deep roots in the community. The agency claims expertise in a wide range of travel types, including European river cruises, Disney vacations, and all-inclusive tropical getaways. However, customer experiences are sharply divided, suggesting that the quality of service can vary dramatically depending on the specific agent and the nature of the travel inquiry. This creates a challenging landscape for travelers deciding whether to entrust their vacation plans to this long-standing business.

The Potential for Excellence

There is clear evidence that David's House of Travel is capable of delivering exceptional service. At its best, the agency embodies the primary benefit of using a professional travel consultant: simplifying the complex process of booking a trip and adding value through expertise. One client's experience highlights this potential, describing an agent named Alyssa as outstanding. This customer reported that after providing a list of desired destinations and activities, Alyssa efficiently assembled several well-thought-out options. She handled every detail, including booking a hotel for the night before their flight, removing all the typical hassles of travel planning. The result was a seamless and highly enjoyable trip from beginning to end, leading to a strong desire to book with her again. This positive account showcases an agent who is proactive, detail-oriented, and capable of creating excellent custom travel itineraries.

The agency's website further details the specializations of its staff. For instance, Alyssa is noted as a College of Disney Knowledge Graduate and a Hyatt Inclusive Master Agent. Owner Kathy Schmill has nearly 40 years of experience and holds numerous certifications, including Certified Travel Consultant and Hawaii Specialist. This depth of on-paper expertise suggests that the agency possesses the knowledge base to plan a wide variety of family vacations and complex international travel arrangements.

Significant Customer Service and Communication Concerns

Despite the potential for a positive outcome, a significant number of reviews paint a starkly different picture, pointing to systemic issues with customer service and communication. Multiple potential clients, including one who had been a loyal customer for years, reported encounters with staff that were rude and dismissive. In more than one instance, a prospective customer looking to book multi-destination trips, including Mexico, was abruptly hung up on. This pattern of behavior suggests an inconsistency in professionalism and a potential inability or unwillingness to handle inquiries that fall outside of simple vacation packages. One reviewer speculated that the agency may be focused on high-volume, pre-packaged deals rather than more creative or complex travel planning.

Communication appears to be another critical weakness. One of the most detailed negative reviews describes the process of planning a vacation with the agency as "one of the most painful experiences" due to a severe lack of communication. This customer claims that emails and calls went unanswered for a minimum of three to four weeks. The frustration was so high that they had to contact hotels and airlines directly to get answers, effectively doing the job of the travel agent themselves. An even more striking example involved a group trying to plan an eight-person trip to Europe with a substantial budget of around $25,000. After their initial visit, where they felt they were treated as a bother, they received no follow-up for two months. In contrast, a competing agency, Fox World Travel, responded with several options within a few hours of being contacted.

Questions About Value and Business Practices

Beyond poor communication, some feedback raises questions about the agency's business model and the value it provides. A particularly dissatisfied customer alleged that David's House of Travel books through third-party services, specifically mentioning "Apple Booking." This is likely a reference to Apple Vacations, a major tour operator that partners with travel agencies. The customer claimed that the agency simply adds an upcharge to the rates available directly through the operator without providing any additional service or support. If true, this practice undermines the core value proposition of a travel agency, which is to provide expertise and management that justifies their commission or fees. The review strongly suggests that in their case, the agency acted as an unnecessary and unhelpful intermediary.

Operational Limitations

Practical considerations may also be a factor for some clients. The agency's stated operating hours are Monday through Thursday, from 9:00 AM to 5:00 PM, with closures on Friday, Saturday, and Sunday. While some businesses adopt a four-day work week, for a client-facing service industry like travel planning, being unavailable for three consecutive days, including the entire weekend, can be a significant drawback. This schedule can make it difficult for clients with traditional work schedules to connect with their agent, especially if urgent issues arise just before a weekend departure.

Conclusion: A High-Risk, High-Reward Proposition

Ultimately, choosing David's House of Travel appears to be a gamble. There is a demonstrated potential for a wonderfully planned, stress-free vacation, particularly if a client is matched with a competent and engaged agent like Alyssa for services like booking all-inclusive resorts or honeymoon packages. The agency's longevity and staff certifications suggest a foundation of knowledge is present. However, the volume and severity of negative reports regarding rude customer service, profound communication failures, and a lack of follow-through are impossible to ignore. The risk of encountering an agent who is unresponsive or dismissive seems substantial. Potential customers, especially those planning complex or high-value trips, must weigh the possibility of a seamless experience against the significant risk of a frustrating and stressful planning process where they may be left to manage the details themselves.