Travel Agent Review: Luxury Italy Trip, Food Tour, Truffle Hunting, 11-Days

We arrived in Italy on Thursday morning and were very much looking forward to an elegant dinner at a restaurant in Rome that evening. Since we were dressed up for dinner we decided to take a taxi to the restaurant. The driver was not familiar with the restaurant so we gave the driver the voucher so there would be no mistake in bringing us to the proper address. 15 minutes and 10 euros later we were dropped off in the middle of a neighborhood with no Colosseum in sight. Again, we had only been in the city for a few hours at that point.

 

We then tried calling the agency three (3) times and there was no answer. Next, we dialed the number of the restaurant from the voucher to let them know we were lost and that we would be late, except the phone number was wrong and was to a restaurant that said it was closed. We then made a fourth call to the agency, where we finally connected with one of your agents. She was not as empathetic to us as I would have expected a high-end agency to be after something that was clearly their mistake. We were really worried about losing our reservation and she assured me that she would contact the restaurant to let them know we were running late. We hailed an Uber and went to the correct restaurant as quickly as possible.

 

We arrived at the restaurant more than 30 minutes after the time of our reservation. We asked the maitre d’ whether anyone called on our behalf. He said that no one had called.

 

We had also been scheduled to be taken to Giancolo Hill from 10PM-12AM. However, since we didn’t finish dinner until after 11 PM we didn’t think it made much sense to go there so late which means that part of our evening was ruined as well.

 

We were sure that we would hear from someone from your agency first thing the next morning with heartful apologizes and to proactively offer to “make things right”. That never happened. In fact, we were the ones that had to follow-up. We spoke to a trip planner to express our profound disappointment with what had happened as well as being underwhelmed with our initial conversation with the agent we previously talked to based on her non-apologetic/empathetic response and for not having followed through in calling the restaurant to ensure we didn’t lose our reservation. Once again, we were told that someone would get back to us, and guess what? Nobody ever did.

 

We book through Zicasso and chose your company because we felt your customer service would provide us with a great customer service experience. 

 

We are, frankly, shocked by the lack of follow-through we’ve received while in Italy and feel your staff should have been proactive in dealing with this mistake.