Things started off poorly. Our personal concierge was not at the airport to meet us with the driver (who immediately told us he did not speak English). The explanation for the concierge no show was an emergency trip to the hospital the night before and while she tried to reach us, we were unable to get the message because she was calling our HOME phone. It took three days and being ditched after the Roma match by the driver (who did not speak English) to determine this travel company did not have my mobile phone number even after I’d used it to contact the assigned concierge. These types of misfires turned out to be a theme of the trip.
The market tour/cooking class, Colosseum/Forum & Palatine Hill tour, Pompeii tour, Capri boat trip, and cheese/wine tasting excursions arranged by the travel company were each wonderful, even if they were not without mishaps. I had specifically asked and been assured everyone would speak English. The drivers did not actually speak English and that caused a great deal of trouble I had hoped using a travel agent would limit. Later the company reminded me that we were only promised contacts would speak “basic English” but when your driver cannot clearly explain where to meet him, that English is not even basic. Sitting for two hours waiting for the Capri boat tour where the bathroom facility was filthy and without paper was another low point.
While we enjoyed each tour guide, the names of the companies the tours were booked with and the names of the people we were to meet would have been extremely helpful ahead of time. Two of the excursions in Rome required us to meet the guides on our own and we waited in uncertainty because we were not clear that we were in the correct meeting places – stress I had hoped to avoid.
The Positano and Florence hotels booked by this travel company were clean, comfortable, well located and more than adequate. We appreciated and enjoyed the wine from the travel agent waiting for us in our Positano hotel. The individuals who served as our tour guides were all knowledgeable and delightful. We could have talked with them for hours!
I wish I could give the travel agent higher marks. Planning the trip had seemingly went well; the agent was very responsive. It was just disappointing to have so many issues and numerous things turn out to be different than described. I also felt some services were layered in that were not worthwhile and purely padded the trip cost. I did appreciate that some of the problems encountered did result in monetary refunds but there were too many feeble excuses and at times even no explanation when things went wrong.
In hindsight, I would do a bit more prior research and would request an itemized cost of the itinerary before booking, require details about the tour companies and the names of the assigned guides booked by the travel agent, and not fly through the Florence airport.
Thank you so much for taking the time to submit a review for your Italy trip. We are delighted that you enjoyed your experiences like Colosseum/Forum & Palatine Hill tour, Pompeii tour, Capri boat trip, and cheese/wine and the market tour/cooking class, the Pantheon and Castel Sant’Angelo were highlighted and we are also happy that you enjoyed our guides throughout your trip.
Thank you also for providing feedback on the service of our Concierge and English speaking drivers. I strive to provide the best experience for my guests and take constructive comments seriously. The service of Personal concierge is extremely useful; we created a great selected network through Italy and they are all well connected, fluent in English, some of them are native English speakers. We've been working with them for many years and we know that not being met at the airport can be frustrating but due to a personal emergency she was not able to meet you at the airport and therefore we immediately gave you a compensation.
In regards to the drivers, we have never received a complaint about their English skills. Thank you for providing this feedback, we will certainly investigate with our suppliers
Thank you again for providing us your feedback so that we can improve and perfect our services. It would be my pleasure to host you again in the next future for another exciting journey in Italy, France, or Croatia.
Each review is written by a verified traveler who was matched by Zicasso to the reviewed agency. Traveler must have purchased and traveled.
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