SmallBizGenius Analysis
Lonely Planet, a long-standing provider of travel guides, faces criticism for its new format, with customers expressing disappointment over reduced content and usability. While some appreciate the inspiration and delivery speed, the overwhelming sentiment points to a decline in quality and customer service.
Category Breakdown
Scores based on analysis of 96 recent reviews
New Format Issues
2.0/10Numerous reviewers express strong dissatisfaction with the new Lonely Planet format, citing missing information, confusing layouts, and a lack of practical guidance. Many claim the new guides are useless for actual travel, with one reviewer stating, "The new format is just so bad that the guide books are completely useless."
55 reviews mention thisMissing or Incorrect Information
3.0/10Several reviewers report instances of missing or incorrect information in the guidebooks, leading to frustration and a lack of trust in the content. For example, one reviewer noted, "Unfortunately there is a lot of information missing, incorrect information, and a new layout which just does not work and is more confusing than helpful."
20 reviews mention thisCustomer Service Problems
3.5/10A number of reviewers report issues with Lonely Planet's customer service, including slow response times, unhelpful replies, and difficulties with order fulfillment and refunds. One reviewer complained, "I’ve sent a handful of emails regarding a double order. I need one cancelled but seems that no one is currently working there? Anyone?"
15 reviews mention thisShipping and Delivery Issues
4.0/10Several reviewers mention problems with shipping and delivery, including long delivery times, lack of updates, and damaged products. One reviewer shared, "Order MHI-358-GM123634. Not even arrived within the preposterously long 10 day delivery... I've been to the destination and back without the guide I paid for."
10 reviews mention thisComparison to Old Format
2.5/10Many reviewers compare the new Lonely Planet guides unfavorably to the older editions, emphasizing the loss of detail, practical information, and overall usefulness. A reviewer stated, "I share the frustration of so many reviewers about Lonely Planet guides. They are useless compared to the old format."
18 reviews mention thisPositive Experiences
8.0/10A small number of reviewers share positive experiences, praising specific tours, delivery speed, or the usefulness of phrasebooks. One reviewer said, "The books arrived 5 days after ordering and no tax added."
8 reviews mention thisPros & Cons
What Customers Love
"The books arrived 5 days after ordering and no tax added."
"Useful travel guides and inspiration, through some online content is outdated."
"Because I liked my first Bulgarian Phrasebook and Dictionary so much I wanted to get another one."
"My wife and I just completed a 6 day 5 night Safari in Tanzania. I found the company in the most recent Lonely Planet. We booked our safari with Safari Wakanda. Our group of nine traveled in two Land Cruisers. The guides; Andrew and Anderson, were incredible!"
Common Complaints
"Sadly the new format is just so bad that the guide books are completely useless."
"Unfortunately there is a lot of information missing, incorrect information, and a new layout which just does not work and is more confusing than helpful."
"I’ve sent a handful of emails regarding a double order. I need one cancelled but seems that no one is currently working there? Anyone?"
"Order MHI-358-GM123634. Not even arrived within the preposterously long 10 day delivery (10 days? We're in the 21st century, right?)."
"The new maps are printed so indistinctly that they are hard to see and read."
Common Questions About Lonelyplanet
Answers derived from customer review patterns
Is Lonelyplanet legit and trustworthy?
While Lonely Planet has a long history, recent reviews suggest a decline in trustworthiness due to missing or incorrect information in their new format guidebooks. Many customers report frustration with the lack of practical details, such as budget accommodation options and public transportation information. The new guides are often compared unfavorably to older editions, leading to concerns about the reliability of the content. Therefore, while Lonely Planet is a legitimate company, the current quality of their guidebooks is questionable.
Based on 45 reviewsDoes Lonelyplanet have good customer service?
Based on the reviews, Lonely Planet's customer service appears to be inconsistent and often problematic. Several reviewers report slow response times, unhelpful replies, and difficulties in resolving issues related to orders and refunds. Some customers have expressed frustration with the lack of communication and the inability to get timely assistance. This suggests that Lonely Planet's customer service may not be reliable, and customers may encounter challenges when seeking support.
Based on 15 reviewsIs Lonelyplanet worth it for small business?
For small businesses in the travel sector, Lonely Planet's current offerings may not be the most valuable resource. The reported issues with accuracy, missing information, and a lack of practical guidance could hinder trip planning and recommendations. While the guides may provide some general inspiration, relying solely on Lonely Planet could lead to inaccurate or incomplete information. Small businesses may find more reliable and up-to-date information from alternative sources, such as online travel platforms, local tourism boards, or specialized travel blogs.
Based on 25 reviewsWhat is Lonelyplanet's return policy like?
The reviews do not provide specific details about Lonely Planet's official return policy, but several customers mention difficulties in obtaining refunds for undelivered or unsatisfactory products. Some reviewers report having to dispute charges with their credit card companies to get their money back. The lack of clear information and the reported challenges in processing returns suggest that Lonely Planet's return process may not be straightforward or customer-friendly.
Based on 8 reviewsWhy are customers complaining about Lonely Planet's new format?
The primary complaint about Lonely Planet's new format is the significant reduction in practical information and detail compared to previous editions. Reviewers feel that the new guides prioritize visuals and general descriptions over essential details like accommodation options, transportation routes, and accurate maps. Many long-time users express disappointment with the loss of the in-depth guidance that made Lonely Planet a trusted resource, leading to a perception that the new format is less useful for planning and executing trips.
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