Italy Travel Agent Review: Rome, Capri, Positano, 2-Week Family Vacation

This is my first time using Zicasso and I would definitely use the service again. They put me in touch with two Italian travel agencies, both of whom I spoke to via phone and who planned very different trips based on my description. I ended up going with this travel company for two main reasons: 1) they seemed most responsive to my feedback and continued to change the sample itinerary to match, and 2) they were much more timely in their communication (the other agency I had to hunt a little to get a response, which felt like a warning sign). 
Our travel company was excellent throughout the process and built an itinerary that was lovely for me and my family -- 5 nights in Rome, 3 in Capri, 4 in Positano, and then back in Rome the final night because of an early flight the next morning. All of the transfers (picking up from the airport, hotels, train stations, and ports) happened right on time and without incident. The guides were enthusiastic and knowledgeable. The boutique hotels were lovely and excellently located. The excursions were fun and interesting.
There are two reasons why I am giving 4 stars instead of 5, but I'll say again the experience with our travel company was excellent. First, their English proficiency was okay but not great. At one point I had a question about a part of the trip and it was difficult to get my point across and get a clear answer. I also got sick during the trip, and communicating that I wouldn't be able to attend some of the excursions but my wife and daughter would was difficult. We figured it all out, but I wish I'd been more confident in the communication.
Speaking of getting sick, I was disappointed with how little support I received with retooling the trip. Maybe because it was already paid for, I felt like the itinerary was "locked" -- no refunds for anything when I wasn't able to go, and I had to figure out myself how to get from Capri to Positano for the last leg of the trip while my family went on a day-long excursion. So the support leading up to the vacation was terrific, but the support DURING the vacation was less ideal.