This rating is a little misleading because my complaint is with the hotels selected, however, our travel company tried to accommodate and make adjustments while I was in Italy. Pictures are deceiving. One of the hotels chosen was like a hostel and we had to pay for another hotel (travel company paid half of the cost for the change). Another hotel was listed as a four star but was a 3-star, there were stains on the carpet, floor, room and shower curtains. We could hear the noise from outside each night which made it difficult to sleep. The hotel was in a great location, the staff was awesome but we did not rest due to noise. We would have changed hotels again, however, our travel company refused to reimburse and we did not have time due to our scheduled tours for the location. Our hotel in Venice was wonderful. Great location, rooms were really nice. The hotel in Sorrento was beautiful however, the room provided was really small (even for Europe). Breakfast and dinner was excellent, we ate dinner there two nights because it was so good. It was definitely nicely situated in Sorrento. I wish the travel company would have asked if I would be willing to pay a little more to have a larger room with a view for this hotel because it would have made a big difference to have a room with a view off the cliff. However, the hotel accommodated us with a room at their sister property across the road, bigger room with a view of the sea! If it were not for ants in the room, it would have been a perfect experience. We were able to enjoy the sunset each night from our hotel room or upstairs lounge.
The contacts for each location varied. Our in country emergency contact was PHENOMENAL! I would not have made it through the trip without her. She was responsive with every issue we had on the trip. She tried her best to rectify any problems. I would give her 5 plus stars! She is an absolute gem. Our contact in Venice was also helpful. Did not need much from him because he provided good advice an information upon our arrival. Our contact in Florence was the least helpful, she was very cold and treated us as if we should know the area and the information already. She was the reason we likely missed out on experiences in Florence due to information she did not provide. I would not want her to be apart of my travel plans in any way. She showed no concern until we it was time for us to leave and of course that was too late. Another contact was also not helpful. I called her with our hotel issue and she never called back or followed up, however, our emergency contact made up for both of their deficiencies despite being in a different city.
We also contacted a representative with Zicasso early in our travels because we had a few issues. She deferred me back to the travel company which was not helpful. Not only did she not help, she also did not follow up to make sure the issue was resolved (it was not resolved, but she did not care enough to check). This was disappointing because I spoke to her before my travels and she assured me that she would be an additional contact if we had any issues.
This would have been a five star tour and experience if not for the hotels. This was a big deal because I discussed this with the travel company prior to travel. This was a surprise birthday gift for my husband, it would have been a nice touch to provide some recognition of it upon arrival.
The tours were great! I might recommend doing some private tours because the regular tours were a bit crowded (over 20 individuals for one guide). The train rides and transportation was very comfortable and seamless made for worry free travel.
Overall we had a fantastic trip, we made the best of every stop (Rome, Florence, Venice, Sorrento). It was great having concierge service while in another country, this is definitely the way to travel. I will definitely book this type of service with future travel. Despite the issues with the hotel I would still highly recommend this travel company because they made attempts to make us happy throughout the trip in Italy. However, I am not sure I would use or recommend Zicasso again for my upcoming trips, I do not think there is a Zicasso guarantee since the Zicasso agent did not reach out to try to help during our trip.
The food was amazing. We saw some amazing sites. I cannot pick one memorable moment because there were so many in each city!
I would want to choose different hotels and maybe choose some private tours.
Travel Company Comments
First of all, I would like to personally thank you for having traveled with us and for your nice words about your experience. I appreciate also your feedback regarding some points that you were not happy with, especially regarding your accommodations. I am very sorry that some of the hotels we booked for you did not meet your expectations. I would like to highlight that all of the accommodation we included are rated at a 4* category, which I well understood suited your preferences and specific needs based on our phone conversations.
I acknowledge that, despite our best intentions, some of the properties were not well-suited and were impacting your enjoyment of your special holiday. I have experienced this myself, so I understand your feelings. I appreciate that you alerted us, giving us the opportunity to take action and upgrade your accommodations in Rome and Sorrento. Thank you also for your feedback about our concierges. We strive to make sure every interaction with our team be as wonderful as what you experienced with your emergency contact. We will certainly be following up with each of our team members and ensure ongoing training to match our high service expectations.
Again, thank you very much for traveling with us and taking the time to provide your review.
Each review is written by a verified traveler who was matched by Zicasso to the reviewed agency. Traveler must have purchased and traveled.
Zicasso matches you with the world’s best travel specialists.
Get Your Trip Planned
Copyright © 2021 Zicasso, Inc. All Rights Reserved. CST 2124858-50.
Headquarters: 650 Castro St., Suite 120-447,
Mountain View, CA 94041, USA