The initial support and planning provided by this travel agency was 5 stars worthy - Our travel planner and team were very responsive and helpful in putting together a custom itinerary that aligned with our travel style.
The gaps in our itinerary were not discovered until we were in the midst of our trip to Scandinavia, and the lack of direction as well as proactive communication by the travel team team left us surprised and frustrated.
The lack of direction was evident during our transfers, where we received limited information or misguidance on how to get from the drop-off point to our hotel, or from our hotel to the airport or rental car facility. For example, when we arrived by train in Copenhagen, the itinerary had us taking the metro to our hotel, when in fact the metro station was at the airport and not the train station. Upon asking a local to figure this out, we decided to walk the 3.2 kilometers to our hotel.
The lack of proactive communication was evident during our hotel stay in Copenhagen, where the property was under extensive room renovation. This was known by the travel team but never communicated prior to our departure, leaving us with construction workers outside of our hotel room window from 8am-4pm each day of our visit to Denmark.
As a couple who travels to Europe frequently and has lived in Washington DC leveraging public transit for close to 10 years, we consider ourselves self sufficient when it comes to getting around places we're visiting for the first time.
The itinerary put together by the travel company ultimately left us in uncomfortable situations and scenarios where we had to spend a significant amount of time figuring out where we were going. When we reached out to the company expressing our concern, we were met with little to no response.
I would not recommend this company to other couples traveling to Scandinavia. My wife and I will inquire with another local travel agency or plan the trip ourselves the next time we visit.
The people/culture in Stockholm, the food in Copenhagen and the breathtaking landscapes in Norway.
Plan the trip ourselves or request another local agency from Zicasso.
[TRAVEL COMPANY'S COMMENTS]
I received your review regarding you recent trip with us to Sweden, Denmark and Norway and would like to address your concerns. We take reviews and feedback, both positive and negative, very seriously. We care for our clients very much and want them to have the best possible experience when traveling with us.
I am happy to hear that you felt the initial support and planning provided by my colleague was very positive but sorry that you felt frustrated during your actual travels. I wish you would have called us on our 24/7 emergency number so that we could have solved the issue for you immediately on how to take the public transport from Copenhagen Central Station to the Hotel.
I understand you were communicating with our team via email during your trip to address some of the issues, namely the construction at the hotel in Copenhagen. The hotel had assured us that they would try to handle construction with minimum impact on the guests, by doing small sections of rooms in sealed section of the hotel but despite this, I’m sorry that your stay was affected. I understand you were offered a room upgrade.
I did not understand from my conversation with our team that they had been made aware of your frustration with misinformation or misguidance in your documents before reading your review. Our intent has not at all been to leave you feeling that you received little or no response, quite the opposite.
We spend a considerable of time creating these documents and they get double checked. As with any system, it happens from time to time that there are errors in the travel documents, but we were not alerted to these.
As part of our self-guided or independent trips, we provided detailed day to day itineraries, vouchers for services and well as practical information documents. We do offer guidelines and direction to our guests but also expect a certain degree of resourcefulness.
In conclusion, I’m sorry that you felt our travel company were not able to gian ve you adequate response to your concerns. Please note that you are welcome to contact us at any time.
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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