Travel Review: Tour of England & France, Paris, London, Provence Bike Tour

I would book the trip and activities by myself since the vouchers that were sent to me by the travel agency were somewhat confusing and a few mistakes.

TRAVEL COMPANY'S COMMENTS

I wanted to follow up on your comment posted with Zicasso. First of all, I would like to thank you for your kind words and positive review. I appreciate your feedback regarding both the highlights and some negative experiences.
 
I strive to provide the best experience for my clients and take negative comments seriously. I wanted to let you know that I did follow up on the issue of the vouchers that you mentioned and the one or two issues that the tour operator (us) did not own up to. 
 
This was a big trip with lots of services and as I received no calls to my mobile phone during the trip so I had the feeling (and still do) that it went really pretty well.  There are two points that I feel motivated this 4-star review. 
 
The first is completely valid – they were at a train station and they could not find the driver, and the driver could not find them, after 30 minutes the client took a taxi which is the normal thing to do when it is hot and they want to get to the hotel. When we found out, that day, or the next, we immediately reimbursed the client's credit card for the amount he paid. We called the supplier and said we were furious, and that we would not use that driver again.  I apologize for that inconvenience and I have addressed the issue with my local supplier.
 
The second point is that the clients may have misread a voucher and turned up at the Riverside when their cruise tickets were waiting at a ticket office some distance away. As they didn’t want to walk back to the ticket booth, they paid for some cruise tickets themselves. Later on, they asked me for a refund and my director refused to say that the voucher was clear and the client had made a mistake and not read properly.  In this case, we know to make purchases and have E-tickets directly at the riverside if possible in the future, and we thank our client for highlighting that for us.
 
Again, thank you for traveling with us and your review.
 
Respectfully,
Stephen