I will add one more thing that the traveler chose NOT to mention in this review. Mrs. Lemberger went to the wrong hotel in Wengen on arrival and decided she did not feel like leaving and going to the correct hotel - which was two blocks away. There was some confusion with the name of the two hotels and the traveler made an honest mistake and the hotel called us. Rather than upset Mrs. Lemberger and have her moved to the correct hotel which again was a few hundred meters away, I took it upon myself to pay for her new hotel out of pocket just to keep a Zicasso traveler happy. That was a $1250 expense. Despite this gesture, and all the care provided, all the assistance available and all the discussions while planning - Mrs. Lemberger still gave us 3-stars. I hope that helps reveal how unreasonable this review actually is. Besides that, everything mentioned in this review was perfectly manageable had Mrs. Lemberger brought it to our attention even once.
I myself am available to all clients every day and respond instantly – addressing any and all concerns. I also provide 24-hour concierge assistance to all travelers on site in Europe to manage any issues or doubts that arise. I do this precisely for the reasons you have mentioned. Travel is a complex collection of moving parts and travelers often have questions or concerns that we manage every day. That is why we are here. In this case Mrs. Lemberger chose not to contact us a single time, not to mention a single worry or question – and to keep all silent until after the trip was concluded – and then to complain about it. That is unfair and not how things are meant to work. We are here to assist all clients with anything they need at any time. That is the level of service I provide – but when a client chooses not to use it there is little we can do – since we are not even aware there is an issue. It then hard to hear later - after the fact - that issues we were never told about - were not managed correctly.
It is unfortunate that you felt the train arrangements were not suitable. During planning you specifically requested rail travel in Switzerland we had multiple discussions about how that works. In Switzerland trains are not able to manage traversing the large mountains that make up much of the landscape. Instead there are multiple lines which travel through the valleys around the mountains and as such changes and connections are required. We discussed each leg of the train trip before booking and went over them again after confirmation. The train conductors provide the information for connections before changes are made to make them as easy as possible. Switzerland is a destination that requires mobility and this was all discussed as we planned. I am unsure why anything came as a shock or why there was any issue for you on the ground. All went exactly as planned and no trains were missed. Of course if after confirming the train you had any worries or doubts, we would have happily cancelled the tickets and arranged a vehicle or other means for you. No doubt was ever expressed in the two months you had the tickets in hand so we did not do so.
The arrival in Venice was also exactly as planned. High speed trains do not always have dining cars on board and this was discussed as well. The scheduling was done according to your wishes and again the plans were in hand for 2 months prior to arrival. At no time was a change in scheduling requested. Your guide was happy to stop for a snack, lunch or anything you wished since the tour was private and your happiness is the only determining factor. You needed only to mention it to the guide and she would have taken care of your lunch issue and provided food options during the tour. You could also have contacted our 24 concierge line at any time to voice concerns from the train, to ask the guide to begin later, to have food added as part of the tour – or anything else you may have wished. We were not contacted a single time during your trip.
The Salzburg tour was specifically requested, discussed and arranged as planned. Mrs. Lemberger again had the full description and confirmation in hand for over two months. If at any time there was doubt it could have been adjusted or cancelled without issue. I am sure there are random people in Austria who do not prefer this tour but who they are I do not know. I would mention that the operator running the tour has been doing so for 20 years. I imagine if no one took it the tour would end.
We do supply each traveler with maps, concise directions and instructions for every meeting point and event, train, car transfer, hotel property and all components in their trip plan. We also provide 24-hour assistance by call, text, email or instant message to help with any questions or issues one may have throughout. If the map is unclear text us and we will sort it out for you in person. If the train does not have a dining car and you wish to start the tour in Venice an hour later – tell us and it will be so. We go above and beyond to ensure that every client is cared for during every moment of their trip. If the client does not tell us then there is nothing we can do. To say we fell short because you failed to ask or notify is completely ridiculous.
We did not arrange the flights for Mrs. Lemberger. She arranged those flights, connections and layovers herself but seems very unhappy about it.
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