Overall is good, except few things need to be improved. Daily trip was cancelled at the last moment, we could not contact the travel company until next day and there was no plan b to replace for the planned trip.
The most enjoyable moments was at northern part of Iceland, the ice cave exploration,it was really challenge for us(age at 65 and 70). I think all the activities should have labeled what ages is suitable to participate. The rest of the participants are at age of 20-30s.
I will check out if daily trip's activity is for my age or not before take the trip. Travel Companies Comments:Good evening Jen and thank you for your feedback from your trip to Iceland,
For us as a company, it is imperative for us to receive genuine feedback from our guests as to what went well and what our customers feel that we could have done better in an effort to make their holiday the best it could be. Without feedback, improving our product and service will be a lengthy process with a lot of guesswork and speculation. Again, thank you for taking the time to reply to us with your feedback.We have taken your comments on board and researched our communications in an effort to respond with a subjective explanation of the critique of the itinerary. Although we are disheartened with a deducted star in our rating, we are more surprised and disappointed to read about the reasoning listed behind the deduction and can only attribute this to a misunderstanding or perhaps an oversight. I hope the following goes some way of explaining our side:No Plan BThe tour was canceled for safety reasons by the group operator as the weather forecast changed for the worse. We received their cancellation notice at 11:19 p.m. the night before and notified you of the cancellation immediately through email as it was almost midnight. We received your response to our email at 1 am, an hour and a half our notification.We called your room before 7 in the morning (missed call at 06:20 am) the next day. If you remember correctly, we discussed some options on the phone for the day, among them a private Adventure (Plan B) and another shorter tour, the Reykjanes Peninsula (Plan C). Both ideas were declined due to added cost. Both tours would have been operated by a local company and in an SUV which is not as susceptible to high winds like the small buses. With weather cancellations, alternative options are slim other than walking tours and indoor activities in the city. Additionally, through email, we sent a list of 6 alternative activities which were all also declined. (Plan D). Conrad stated not willing to add too much cost to the itinerary, which we do understand as the trip was over the initial budget in the original Zicasso request. With the limitations of no added costs, we were left with scarce options. We waited for a response from our suggestions but did not receive anything back. We rebooked the group tour at a later date. Mislabelled ActivitiesWhen we initially made suggestions for tours and activities for your trip to the north, we sent a list of 5 available group tours that were all linked to tour descriptions on the homepage of our partner company in the north. In each one of the tour descriptions it does state what the tour is about, how long it is in duration and most importantly, highlights who the tour is not suitable for. After reading the tour descriptions, the options of the Lake Myvatn tour and the ice tour were selected, the latter stating that the tour is not suitable for people in poor physical condition. We entrust our guests to read about the tours particularly the part about who the tour is not suitable for we were not aware of any physical limitations. Additionally, we do offer our guests the opportunity to inform us of any limitations that they may have on the information form submitted to us but there was no mention of any restrictions, including any physical limitations.I hope our side of the two points you mentioned offers some explanation. If there are any other issues which you feel we could have done better, we would be happy to address them but meanwhile, I would respectfully ask you to consider the efforts we made to make your trip as good as it could have been.Please let us know if you have any further questions and we’ll get back to you straight away. We’d be happy to expand on any of our points.Best regards.
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