I was underwhelmed by the services provided by this tour company. First of all, they didn’t tell me that we would be staying in a different location from where we needed to check into the hotel. They dropped us off at the hotel to check in and left without confirming that we would be staying at that hotel. So, we needed to drag our luggage four blocks away to get to our hotel. This was not a great first day. In addition, they didn’t tell us that we needed to make reservations the day before for breakfast or there wouldn’t be any spots available. I made it very clear that I wanted to be picked up for excursions. Nevertheless, they scheduled three activities, where we needed to walk to the bus and/or excursion. The directions they provided were incomplete because there is so much construction in the area that some of the streets didn’t exist anymore. One activity, near the boat yard, we needed to walk 30 minutes and ask at least 3 people directions to find the right location.For the first activity on day 2, a bus was supposed to pick up at the hotel and then they changed the itinerary and indicated that we needed to meet the bus without giving us any reason. Even though we paid to have the bus pick us up at the hotel. We didn't get a refund for this.
For one activity which was a 3 hour private day walk – the guide had no set agenda and the activity lasted less than 2 hours. Needless to say it was a complete waste of our time. The guide they provided for the entire trip who was also the driver was a great driver, but a poor guide. He would drive to a waterfall and then say there it is. He didn’t tell us any history or provide guidance for the most part. He had a headset but only used it for one hour for the entire trip in Iceland. Afterwards, he was just talking to my husband in the front seat and the rest of us had no clue of what we were passing during the drive.
I specifically told that I wanted most activities to be one-on-one, if possible. The guides on the set excursions were great but a lot of the activities involved the tour company's guide who was so-so. For one activity, he didn’t go to a waterfall which was noted on the itinerary – when I asked him about it the next day, his response was that we were sleeping in the car and he didn’t think we wanted to go. We were sleeping because he wasn’t talking about anything during the trip and he unilaterally made a decision without consulting us.
I have booked several vacations through Zicasso, South Africa, Brazil and Spain and overall they have been great vacations and we had great accommodations. Our trip to Iceland was just OK and for the amount of money we paid, we could have gone someplace else and had a more enjoyable time.
Good afternoon Pamela and thank you for taking the time to provide us with feedback from your trip to Iceland. We are disheartened that your experience wasn’t what you had expected. The level of critique you provided for us is a first for us but we will definitely take your points on board and reflect on how we can improve our service.
With over 500 tours, our guides have received overwhelmingly positive reviews from our guests. I am not sure if any feedback from our end will help explain or clarify events from our end, but we will say that the particular guide on your trip has received only full marks on every one of his allocated tours and is known for going above and beyond for his guests so your critique comes as a surprise to us and I know that he will be as disappointed as we were to read your review.
The itinerary included a mix of private tours, group tours and a couple of activities where a meeting place was described for where the tour initiated i.e. the food walk and the whale watching. According to the itinerary, the meeting point for whale watching tour was 15 minutes away at the harbor and the food walk was about a 10 minute walk from the hotel. A description of a pick up at the hotel for these activities is not mentioned in the itinerary and according to our numerous email corresponce, was not requested. If there was such a request, we would have gladly provided transportation to the meeting points. The itinerary, along with a short description of the group tours, provided the address of where the activities were, a map of the shortest distance to walk from the hotel to the meeting points, and vouchers for the tours with descriptions of the meeting points. According to our email correspondence, which we would be happy to provide, when you acknowledged that there would be short walks to the meeting points, you did not respond to our email when we offered to have our driver pick you up to bring you there. This was done in addition to your guide volunteering his private number and email in case you needed any help getting to the activities.
For the private tours, we collected and dropped off your family from the doorstep of the hotel. Regarding the small bus tours, as with many large cities, restrictions are imposed on where the buses can drive and therefore, a bus stop, 300 yards from the hotel, was the pick up point for the group tours. Again, this information was stated clearly in the itinerary we provided well in advance for your trip and was also on the voucher provided.
The hotel we chose together for your family in Reykjavik is rated by trip advisor at the top of the over 300 guesthouses/hotels in the city. Your remarks come as a surprise as we have not had these issues which you describe from previous guests. The hotel is not all in one building and the walk to your room was 150 yards. We have spoken to the hotel and they have assured us that the standard service of bringing their guests’ luggage to the room was offered. If it was not, then we do apologize.
Again, thank you for your feedback and I hope that these points go some way of explain our side of things
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