Review: European Vacation, Germany, Austria, Munich, Berlin, Bavaria, Salzburg, Dachau Tour, Lake Konigsee, Lindorhof Castle

We would use an agency based in the US.  When things weren't going well, I found it very frustrating to work with an agency that wouldn't take responsibility.  Whether this was a cultural difference or just this company, I don't know.  I am unlikely to risk booking an expensive vacation with foreign travel agency again.  

TRAVEL COMPANY COMMENTS: 

Dear Shari,
 
I wanted to follow up on your comment posted with Zicasso.
First of all, I would like to thank you for your review. I appreciate your feedback regarding the highlights.
We strive to provide the best experience for our clients and take negative comments seriously indeed.

I apologize once again that the driver was not at the airport when you arrived. He had a personal issue which has never happened before and was something that we could not foresee. Since learning of this terrible occasion, we have stopped to use his service.
Please do keep in mind that when you called us, we gave you the options to either wait for the limousine transfer or take a taxi without delay and get refunded for the cost. This taxi was then fully refunded to you.
 
The delivery of the rental car was late by 35 Minutes due to  the Monday morning rush hour been heavier than usual in the city center of Munich. I am truly sorry about your disappointment that the rental car had already 60.000 km on the clock and had no USB charger.
 
I fully understand your disappointment that you missed to see Eagle’s Nest. We had a long discussion with our partner on site. The confirmed tour to Obersalzberg did include Eagle’s Nest, but we could not trace where the mistake was made to exclude the most important point for you on this day. We took full responsibility and refunded you the full amount for this day tour.

Perhaps we should have called you in every hotel to check whether you were happy with the hotel and your room. It was only after you have left Salzburg that we learned about your feelings towards NH Salzburg City Hotel. We could have taken immediate action while you were in Salzburg or even moved you to another hotel, if we had only known at the time. Again, thanks to your feedback we will no longer be working with the hotel in question.
 
I am truly sorry that your two scheduled talks with our supervisor were missed. The first time, there was an error about the time zone that’s why our call was 1 hour too late. The second appointment was missed by 20 Minutes and we were sorry to learn that during the call you didn’t have enough time to discuss the matter any further.
When I learned of this, I personally tried to reach out to you and make contact via e-mail, but unfortunately I never received a reply.
 
My Company and I take full responsibility for the problems that arose during your time here. We did all in our power to make and put things right and refunded generously where needed.  
 
Please do keep in mind that, when working with an tour operator that is based in the country of destination and there is a problem; that tour operator is able to deal with it immediately as there is no time differences.
 
Again, thank you for traveling with us and your review.