The Travel Company:
As far as the booking process, I found our agent to be very pleasant. Initially she was efficient too, which is why we chose the travel company (Zicasso) to work with. We had a fair idea of where we wanted to go, but our agent was helpful in pinning down our best options. However, there were a couple of occasions following where communication dropped, and emails back and forth became confusing. Plus, there were problems with receiving documents over email that I have never experienced before - that worried me a bit as things went forward. Also, our car rental dates were mixed up so that we had to re-book a rental ourselves on the spot when we reached the Hertz rental desk - that was disappointing. And we received requests for feedback on our vacation from Main Office before we'd even departed, again because of an error in dates; that was also disconcerting. I know that there may be valid reasons behind all of these points, but as I compare the travel company (Zicasso) with other companies that we have used to plan trips to India and South America recently, I found I needed to do quite a bit more double-checking and questioning with my agent than I have had to do with the other companies. This becomes an issue when the travel company (Zicasso) bills itself as a top level, executive company with only the best 10% of senior travel agents working for the client. We did not feel that we received that level of competence.
The Trip: The hotel locations and and their level of service were mostly outstanding.
The hotel in Yulara was amazing for its location, organization, and the knowledge of its tour guides. The dining staff were great and the food was delicious. We would highly recommend this resort, it is worth its price point when one considers everything that is included.
We organized the Sydney Harbor Bridge Climb ourselves, but as part of our trip, it was well worth doing. The company overseeing the operation does an fantastic job with safety and information.
Our best moments on Lizard Island were snorkeling in the phenomenal Giant Clam Gardens of watson's Bay; experiencing a massive storm that passed over the island; and the picnic hamper day on a private beach, floating beside wild green turtles. it was speacial that our agent was able to liase with the small plane company to Lizard Island on our behalf, so that they waited for us when we were delayed leaving Sydney due to bad weather.
Silky Oaks in the Daintree Rainforest is surrounded by the most gorgeous vegetation, and their swimming pool is second-to-none if you like to glide in clean water under a variety of large, beautiful tropical leaves. Just heavenly. Seeing two Cassowaries in the Rainforest was also spectacular.
There is not much that we would change. Certainly not the locations, which were fantastic. A couple of tours were canceled due to weather conditions, unpreventable but one always hopes that this wouldn't happen next time. The slight logistical confusion we experienced during the booking process shouldn't really be happening at this level of service. And something needs to be done about the emailing system that apparently prevents Zicasso documents from getting through to Gmail.
And it would be nice next time to have our rental car waiting on arrival.
Thank you for taking the time and providing your feedback, whilst it’s never easy to receive anything less than a 5 star review, I appreciate you taking the time. The situation with the car hire was very regretful and once again please do accept my apologies. As part of our service we offer a 24/7 on call duty manager, I’m aware you spoke with them and they swiftly rectified the issue and I have processed a refund for this portion immediately. This human error will continue to haunt me, when I look back at my past reviews and the length of time I’ve worked in this industry, it is thankfully a very rare occurrence.
The issue with emails getting through with large sized attachments is a frustrating one for all concerned, in 2018 most mail servers accept these attachments without concern. We made every effort to ensure things arrived in to your inbox in a timely fashion and I’m sorry you found this frustrating although I did provide the information on time. We have recently moved away from attachments and towards online links allowing you to click the link and download itinerary documents and proposed itineraries. This alleviates emails being rejected or banished to a junk folder or emails with large-sized attachments being undeliverable as was the case here.
Through our relationship with Lizard that we were able to ask the island to hold the onward flight so you could make the flight to the island as planned. We take a proactive approach to track all flights using online software. As such we kept all parties (flight, accommodation and transfer drivers) informed as you travelled. This allowed you to reach your expected destination and prevented the less welcome experience of a forced, unwanted overnight stop in Cairns or a return to Sydney. Lizard Island don’t normally hold flights, however as we have an excellent relationship with them they go out of their way for our guests. I hope our diligence with this goes someway to reassure you of the care and effort we take to ensure a trip goes as smoothly as possible, even when something unexpected happens. All in all, I’m glad you managed to enjoy your full time there.
I’m glad too you enjoyed your time at Cooper Creek, as you’re aware it took considerable persistence to track the right guide down for you, I’m glad this paid off and you enjoyed the experience. I hope this too goes a little further to demonstrate our commitment to ensuring your visit was as personalised and competently arranged as possible.
Once again please accept my sincere apologies that some elements didn’t go exactly as planned, something we have learned from. As a business and personally, we pride ourselves on our service and will do all we can to maintain our usual excellent standards.
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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