Shams Travel d.o.o. has been successfully operating for years and has hosted hundreds of satisfied guests from all around the world. Our positive reviews across various platforms speak for themselves – about our professional approach, quality of service, and seriousness in business.
Our mission has always been to provide travelers with unforgettable experiences and to show them the beauty of Bosnia and Herzegovina. However, while this job brings joy, sometimes we are faced with behavior that goes beyond all boundaries of professionalism and human respect.
Beginning of cooperation with the group from Saudi Arabia
At the end of August, we received a request from a gentleman from Jeddah (Saudi Arabia), who had previously traveled with us to Mostar and was very satisfied with our service.
This time, he wanted to organize a trip for his friends – a total of 9 men.
Their requirements were:
- 9 single rooms (without compromise)
- Accommodation exclusively in 4-star hotels
- A VIP minibus with at least 20 seats
- A defined travel plan (agreed upon in advance)
From the start, we emphasized that during peak season it is nearly impossible to find 9 single rooms in every city, as hotels are already largely booked. We explained that in certain cities, such as Jajce, Bihać, and Mostar, it might be necessary to use 3-star hotels – clean and modern ones – which they approved.
Our team immediately began making reservations and paid advances to all hotels, since that was the only way to guarantee the requested rooms during fully booked dates. Guests were asked to pay a 50% deposit, which only partially covered our costs.
Although they later mentioned in their reviews alleged charges for “visa fees,” we strongly emphasize that no visa fees were ever charged to them.
First problems – last-minute cancellations
Just 48 hours before arrival, we were informed that not all 9 persons would come, but fewer. Then, less than 24 hours before arrival, we were told that in the end only 7 guests would arrive.
We tried to contact the hotels, but due to the nature of the reservations and payments already made, refunds were impossible. We immediately informed the guests and emphasized that we would do everything possible to ensure the trip went smoothly despite this.
During this conversation, insulting remarks were made about our country: “You are a poor country, you can solve this, you don’t have tourists.” Our director firmly stated that such comments were unacceptable, showing them a live broadcast from Mostar where the world-famous Red Bull Cliff Diving event was taking place in front of thousands of tourists.
Additionally, they rejected all our travel plan suggestions, acting as if they knew the geography of Bosnia and Herzegovina better than local guides and an agency that lives and works here.
Shockingly, in the same conversation, they made a request that was completely unacceptable to us: the guests asked, “Are there women who could massage us for a few days?” – which was clearly not about massage, but illegal services. Our agency immediately rejected this request, clearly stating that under no circumstances do we provide or tolerate such things, and that our colleagues and entire team must be treated with respect.
Problems with accommodation
Upon arrival at Hotel Spa Ilidža (4★) in Sarajevo, guests immediately demanded keys for all 9 rooms, despite having confirmed themselves that only 7 persons were coming. By hotel policy, rooms could not be issued for people who had not shown up, as their names and documents were missing from the registration list.
Further complaints followed – claiming that the hotel was “a 1-star, not a 4-star property,” which is false. This is a reputable and popular hotel where our previous guests have always given positive feedback. A specific reason for their dissatisfaction was that elderly people and families were at the hotel pool, while they expected “young girls in swimsuits.” Such remarks were deemed highly inappropriate by our director, especially considering the guests were all over 65 years old.
Similar situations occurred in other cities. In Mostar, upon arrival at a hotel just three minutes from the Old Bridge, guests demanded room changes. One of them insisted on having a room with a direct view of the Old Bridge, even though it was clear that this could not be guaranteed for all 9 rooms. When an alternative was offered, he refused, claiming that “this one also does not face the bridge.” Another guest complained about three barely visible spots on the carpet, calling the room “dirty,” although he had already lain on the bed with his shoes on.
Unfortunately, we even received calls from hotels regarding their behavior on several occasions.
Transportation and additional costs
Because the guests arrived on different flights (12:00, 14:00, 18:00, and 20:30), our team was engaged the entire day on the Airport – Hotel – Baščaršija route, although the agreed arrangement (on which the trip price was based) included only one pickup transfer.
They were offered the option to use our modern van instead of a VIP minibus, which would have reduced the total price by over €1,500, but they refused.
Throughout the journey, they constantly demanded changes – additional destinations without payment, different rooms, special requests at hotels – all while delaying payments.
Unfounded reviews and refusal to pay
At the beginning, they agreed that our guides would buy entrance tickets (as we often obtain them at better rates). However, during a meeting in Sarajevo, they gave €100 per person for all entrance fees for the trip. Later, in our office in Mostar, they demanded that this money be deducted from the total price, claiming they had been “robbed,” and insisted we calculate the exact amount already paid for their tickets up to that day. They stated they would take care of the remaining tickets themselves.
They also refused to cover unnecessary bank card charges (despite us offering them the option to pay in cash or via online transfer). In the end, they still owed 727 BAM for tickets and banking fees, which they refused to pay.
At our office in Mostar, they again made an inappropriate request – to send one of our female colleagues with them to Montenegro. Our director, Mr. Anis, once again firmly rejected such behavior, stressing that it was unacceptable, especially for men of their age with wives and daughters of their own.
Meanwhile, they began posting fake and negative reviews on our Google profile, while we continued to do everything we could to make their trip run smoothly.
Our efforts despite everything
Despite all the difficulties, we tried to make their stay more pleasant. After their return from Montenegro to Mostar, we took them on a boat ride on the Buna River, which was not part of the package. We covered all costs, and it was free for the guests. At the end, we even gifted them small souvenirs as a token of appreciation for visiting our country. Our director Anis personally met the group, presented them the gifts, and handed them the final invoice clearly stating the outstanding balance. Guests agreed they could give the remaining money to the guide later when convenient.
However, on their way back to Sarajevo, new issues arose. Guests asked if their Sarajevo hotel had been changed, clearly stating they did not want to return to Hotel Spa Ilidža (4★) for reasons already mentioned. Without consulting us, they booked another hotel on their own, even though our costs and reservations were already made and confirmed.
For the last day of the trip, guests demanded additional services:
- Early morning transfers for one or two persons to the airport,
- A trip to Mount Vlašić for a two-hour stay,
- Another airport transfer for two persons,
- A visit to Baščaršija with final transfer to the airport for the 20:00 flight.
Our team accepted this, without charging extra, but reminded them of the unpaid balance. Guests kept postponing payment until the last day, when we had to insist they either pay or the trip would be terminated immediately. They chose to terminate the trip, which can be confirmed in the attached photos and records.
Conclusion
With this statement, Shams Travel d.o.o. emphasizes that we:
- fulfilled nearly all acceptable and moral guest requests,
- enabled them to visit destinations not included in the initial plan,
- covered additional costs at our own expense,
- protected our employees and partners from insults and humiliation.
Unfortunately, instead of gratitude, we faced insults, false reviews, and behavior unbecoming of serious people – especially businessmen over 65 years of age. It is hard to believe such men have wives and daughters, yet treat women this way.
In Bosnia and Herzegovina, and especially in our agency, we strongly uphold moral values, protect our women, employees, and partners.
Our agency has long been successful, and we welcome all guests – regardless of race, religion, skin color, or origin. However, those who come here with immoral intentions, or who see Bosnia and Herzegovina as a “cheap and dirty destination” where they can do whatever they want with money, are not welcome.
This is the first such case in our long-standing operations, and we want to clearly state that anyone arriving with such dirty intentions should avoid our agency.
Most of the claims in this statement can be supported with screenshots of correspondence and audio recordings that we have kept as evidence.
Honestly, we would be ashamed if we were the mothers, wives, or daughters of these men – and they should be ashamed of themselves at their age.
Finally, we emphasize that we have already started the process of documenting this entire case, and we will present the final report at the Tourism Agencies Summit – both in Bosnia and Herzegovina and in their respective countries.
Our agency is currently suffering damage as these gentlemen are leaving false negative reviews that harm our reputation. With this statement, we want to prove the truth to our future travelers and preserve the credibility of our agency.
This is the first such case in our long-standing operations, and we want to clearly state that anyone arriving with such dirty intentions should avoid our agency.
Most of the claims in this statement can be supported with screenshots of correspondence and audio recordings that we have kept as evidence.
Honestly, we would be ashamed if we were the mothers, wives, or daughters of these men – and they should be ashamed of themselves at their age.
Finally, we emphasize that we have already started the process of documenting this entire case, and we will present the final report at the Tourism Agencies Summit – both in Bosnia and Herzegovina and in their respective countries.
