We selected this travel company as our travel company based on the reviews available at the time. The initial discussions with our agent were great. He was very responsive, listened to our desires, and came up with a great itinerary. However, as we got close to the departure date, communication stopped for a while. Our final payment was not deducted as scheduled and we did not get the final itinerary/vouchers which were promised to us. I sent several emails, which were not responded to and I started to get nervous so I contacted our first hotels on my own to make sure they at least had our reservation (which they did). I eventually sent an email through the company website asking what to do, and then they finally responded with many excuses as to why they did not contact us (the Zicasso email was down, their billing department was having issues, etc.) They did eventually send all the information.
Despite that hiccup at the start, the rest of the trip was great and exactly as planned with one exception. The tour guide through the Black Forest was pretty awful. He took us on a tour of his personal life and really did not give any insight into the area and spoke at length about his personal/political/religious views.
Besides the above issues however, the trip was fantastic. All of the hotels that were selected for us were amazing and exceeded our expectations, the airport transfers and tours (with the exception above) were fantastic, and the itinerary was exactly what we asked for. Our agent checked in with us several times during the trip and when we had one minor issue with one of the hotels, he responded and fixed the issue promptly.
We would use this company again and wouldn't have a problem recommending them.
All of the accommodations selected for us were fantastic and not necessarily places we would have found on our own. We also had a very unique and fun Aaglander tour through rural Germany complete with an amazing picnic lunch on a bluff with a gorgeous view.
We would skip Frankfurt - although the hotel was probably the best on our trip, that was the highlight of the city for us.
TRAVEL COMPANY COMMENTS:
Although what seems to be rather a comically written comment about the guide used in the Black forest, we take these matters very seriously. As soon as the news reached us of this upon your arrival back home, we contacted the guide directly. Had perhaps this been mentioned to a team member when one called you during your trip here, we would have certainly taken action sooner. The guide was equally as surprised as he had thought you enjoyed your tour and mentioned that he had, on more than one occasion; asked if there was something in particular that you would like to include in your tour. He told us that he will often do this as some travellers have researched the area and have some ideas of their own. He did apologies profusely for his choice of small talk and ensured us that he had not thought you had taken offence to it. He also said that he definitely did not mean too cause any upset and was very sorry that he had. The guide in question is one that we have worked with for a number of years and this is the first time we have heard of any disagreeable matters from him, in fact; quite the opposite. I refer to a review left by a previous client of ours, Rosa J. “We loved the tour through the Black Forest with our Tour Guide.” Posted as “Luxury Anniversary Vacation Review: Austria, Switzerland, Germany, Bavaria, Lucerne Carriage Tour, Black Forest, Christmas Markets” on 17th November 2015.Furthermore, just yesterday (7th July 2016) another client had a tour with the said guide. We called her the next day to get her feedback and were informed that both her and her 5 year old daughter had a wonderful and interesting day.As mentioned earlier, we have had strong words with this person to ensure nothing like this comes up again. Our company takes all matters of any unhappiness very serious but were very pleased to learn that you had enjoyed the rest of your time with us.
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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