Travel Review: Spain Vacation, Madrid, Barcelona, Toledo, Segovia, Costa Brava

If we were to take this trip again we would plan it ourself.  Even working with the agency you still have the hassle of looking at the hotels to decide which to stay.  The biggest hassle to do this on your own would be arranging the transfers, though I am sure it could be done over email with a company or just use Lyft/Uber.  

TRAVEL COMPANY COMMENTS:

Dear Jerome,

Thank you very much for your travel review. I’m glad to read that you enjoyed the planning stage with me, and most parts of the tour. I’m sorry to read that you were disappointed at some points on the ground.

Regarding the group tours, small groups were never promised in your itinerary. For the Madrid tour, I said there would be a maximum of 9 people and there were. The problem came at the end of the tour, when you gathered another group for the visit of the Royal Palace. This should have never happened and it was the first time to happen to us. So, my apologies for this. We already talked to our supplier and said that this is not acceptable at all.

When you asked me about the other two group tours that you had in Barcelona, I mentioned that they were big tours (we never mentioned in our itinerary or in any conversation that they were small groups). When you decided to cancel these tours, we refunded the money to you.

As per the hotel room, once you told us that you had been located in a room that you didn’t like, we talked to the hotel and they changed your room. We always make sure that rooms comply with our customers’ requirements (adjoining rooms, rooms with views, room category, etc.).

We work with many contractors in each location, of course, but they work daily for us and they are part of our team. They are absolutely reliable people. I can assure you, and as most of our customers verify, that working with different people in each destination doesn’t prevent us from giving a smooth trip to our customers. In fact, this is the first time that we received such a complaint, as we are always praised by the professionalism of our drivers, guides, etc. in all the destinations.

My apologies if you had the hassle of looking at the hotels to decide which to stay. We always like giving several options in each destination so that you can choose those you like the most. All hotels offered have been selected and approved by our company. So, all of them are centrally located and good choices, but it is just a matter of taste and style. And, as you know, during the planning stage, I am always there to help you make a decision.

Finally, I am really sorry that you have the feeling that you could have planned this trip yourselves. We work hard to provide all our customers with the best experience in our country. We are also here 24x7 should you have needed any support.

Again, I really appreciate your comments, which will surely help us improve our work. I’m glad that when we communicated while you were traveling, you said your overall experience was good.

 Thank you very much.