We took a trip with grandparents, parents and two teenagers and the composition of our group was clearly
explained to the agent. However, as we progressed throughout the trip visiting three different venues in
Greece we realized that little attention was paid to the interests of our teenagers or to the physical limitations
of my husband. We had never traveled to Greece before so we needed an agent's expertise in helping us
with an itinerary and with a plan that would for the most part meet the needs of our group.
For the most part, transfers from the airport to hotels etc. were handled smoothly. Probably our favorite side
trip was the sunset Catamaran trip in Santorini.
Even though it is beautiful, we would not go to Santorini again as there was very little for our teenagers to do
there and it is too difficult to get around. My husband, for the most part, was relegated to our room as the stairs
and hills were too difficult for him to navigate. We hated the rooms our agent arranged for us last March for
our trip in August. The hotel told us that back then he could have booked any room in the hotel as they were
available then but when we arrived and saw the rooms he had chosen there was no other rooms for us to book.
The owner of the company came to visit us and during the conversation actually said that Santorini was not a
family spot. Were we supposed to know that?? Just one example of how the agent should have suggested an
alternative to us. We loved our accommodations in Crete, which we arranged ourselves, and we would have
stayed there longer and visited Rhodes instead.
Travel Company's Comments
I [the owner of the Greece travel company], appreciate your feedback with regards to your vacation and the highlights of your pleasant and not so pleasant experiences.
Our agent is the person who handled your trip request from the very beginning. This agent is actually Greek and is very experienced with regards to Greece as he has traveled extensively throughout the islands. Our agent is also very knowledgeable with regards to Santorini since he lives there part time. Our agent strives to provide the best experience for his clients and we, at our company, everyone takes our clients unpleasant experiences very seriously.
From your initial contact and then on forwards the request sent to us was that you desired to see Crete/Santorini and possibly Rhodes. Based on your time frame and communication both you and our agent agreed that Athens, Crete and Santorini would be the ideal places that you would like to visit.
From your initial request and then on forward there was not once a remark with regards to your husbands’ physical limitation. If this was the case we would have avoided putting you on the cliff-side in Santorini to begin with. For future reference we will make sure we ask (even if it’s not mentioned by our clients) if there are any physical limitations to ensure that this never happens again.
With regards to the teenagers, your request as you mentioned to us was that you wanted your family to experience a “mix of touring, history and leisure time” All of these experiences are offered on the island of Santorini to include the archaeological site of Akrotiri, the beaches. the lighthouse to walking along the edge of the cliff on the Caldera. As a matter of fact your travel documents include all these experiences and once I came to visit you on the island I offered additional recommendations specifically for the teenagers such as snorkeling at Kamari beach, sea-kayaking, visiting the red beach, Perivolos and Perissa beach (which include water sports) and the boat trip that was already included in your itinerary.
The rooms picked were after a few hotel options in which we supplied the websites and you checked each and every-one online plus through trip advisor as well. The Astra hotel was specifically picked by you and it’s rated as one of the best hotels on the island. On March 7th as per our e-mails there were three (3) options given to you with regards to room selections. Option 1 - was a Junior Suite and Jacuzzi Suite and the price. (least expensive) Option 2 - was Junior Suite and Pool Suite and the price (slightly more expensive)Option 3 - was Jacuzzi Suite and Pool Suite and the price (more expensive)Per your reply on March 8th you elected (option 1) the less expensive option which was a JR Suite and Jacuzzi Suite You also wanted us to offer a pool suite at the same price of the Jacuzzi suite but we unfortunately didn’t have this capability and advised of the additional cost to upgrade to the pool suite.Upon your arrival at the hotel your complaint was that you didn’t like the JR Suite (because of location and size) and you demanded to have a pool suite and Jacuzzi suite instead. Unfortunately this option was given to you back in March but again you elected to go with the less expensive offer. Unfortunately it was too late for us and the hotel to make changes at that time. We looked into offering possibly another hotel but you didn’t want to move and elected to spend the remainder nights there.
With regards to Crete the hotel that our agent recommended to you was the Blue Palace. You ended up booking the hotel with points which was great because it was savings to you however again this hotel that you enjoyed and you would visit again was one that we recommended to you to begin with.
Finally when I came to visit you at the hotel in Santorini I explained that Santorini is not for children below the age of 12 years (the teenagers were 13) as typically young people below the age of 12 do not stay on the edge of the cliff and neither do people with physical limitations. I never said that Santorini is not a family spot. We have numerous families traveling every year and they visit Santorini all the time and I have met with many of those families personally. Some families have even posted positive reviews and photos on Zicasso.
Mrs. Dee I am overall glad that I met you in person because we strive for this personal touch and you know that we would do all that we can to make your vacation a blissful experience. We are a family owned business and we like to treat our clients like family. I would have to say that at least I am glad that there were positive experiences throughout your trip such as the catamaran boat trip in Santorini that left a pleasant feel at the end of your vacation.
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