Luxury Croatia Vacation Review: Hvar, Trogir, Plitvice Lakes National Park

I would use a different agent.

Travel Company's Comments

We heard from this client during and after the trip and have been in lengthy discussion with her about these issues to find out what might have gone wrong. Also most of the mistakes were issues that were out of our control so I will do my best to give an explanation. 
One of her complaints was about the hotel in but I do not feel we did anything wrong there. Actually this review is the first time she mentioned anything about mosquitos in the room, after several discussions with her in Croatia and post trip this was never mentioned so quite strange this came out now. Her biggest complaint was not having a sea view but in our offer to her she agree to a non sea view room. Despite her booking the non sea view room, as soon as she did complain which was not warranted we went out of our way to upgrade her to a sea view room at no extra cost. We paid an extra cost out of our own pocket just to keep her happy. If anything I believe she should be praising us for our action to upgrade her as we had no obligation to do so. 
The only real issue here I believe is regarding the hotel in Trogir. We work extensively with this hotel in Trogir and have put many Zicasso clients there before and this was the first such complaint. We have a close relationship with the hotel so of course I went directly to the hotel to find out from them what might have happened here especially with the bed and listed their response below. Of course there are always 2 sides to every story so I am not saying the client was wrong here. 

"The room that they are using is the most sold room in our hotel with a great view to the old town and sea, new mattress, bathroom equipped with a shower and jacuzzi tub (bathroom has a sea view as well)"

When the client alerted us that they had an issue with the bed our first action was to seek a change in room for them at the same hotel. Unfortunately the hotel was fully booked at the time so this change was not possible. As an alternative we told the client we would seek out a change to another nearby hotel of equal or better standard. By the time we found an alternative we came back to the client and before we could make any change they told us that they had changed their return flight for a day earlier so did not want any change.

Their excuse for moving their return back a day earlier was because of the uncomfortable bed. I find this very hard to believe and think there was some other underlying reason for their need to cut their trip back one day earlier. I get the feeling they used this an excuse so that they could receive a refund from us for the final night. They knew we would gladly find an alternative for them but before we could do anything about it they suddenly made this flight change. Maybe we did not react quickly enough but their actions were quite strange as there must have been some other reason to cut a trip short so suddenly. 

I am not saying the client is a liar as maybe some of her points were valid. However my gut feeling is this client acted very strangely at the end of the trip and since we did not refund them for their final night in Trogir which was not possible so last minute that their review and claims are a way to get back at us. As you can see with the upgrade in Hvar we did all we could to make them happy but in Trogir we were given no opportunity to correct this so I did not feel a refund for this final night was in order.