My clients just returned from a lovely trip to Amsterdam where they took several tours, including this one. This was a private tour, with meeting the host at the market and then going to her house. They did this right when they arrived into the country. They were given two addresses, and inadvertantly typed in the woman's home address rather than the market, and when they realized they had gone to her home, they called her. They said that they'd be 10 minutes late while they walked to the market. They stood there for a few minutes and then realized that she was standing not far from where they were. They walked up to her, and she grabbed their phone saying she couldn't understand how they would go to the incorrect place and wanted to see the address. They said that they were sorry, and this woman said "Americans are always saying sorry". During the food tour and class, she was quite brusk and rude to them making comments about Americans several times. They kept complimenting the woman on her home, her photography, and trying to engage her but she was insulting. Perhaps she was having a bad day, but this is a customer service position and is a tour that I had recommended to my clients. They tipped her at the end, and she seemed surprised. They told me that they would not recommend this tour to other clients. - Travel Advisor
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<b>Traveling Spoon Review Response</b>:
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Thank you so much for taking the time to share this detailed feedback - we truly appreciate it. I’m very sorry to hear about your clients’ experience, as this is not the level of hospitality we strive to provide.
We take feedback like this very seriously. While this experience has run successfully for several years without issues related to meeting instructions, it’s clear that in this instance things did not go as smoothly as they should have. We are reviewing and refining the meeting point details to make them even clearer and help prevent any confusion in the future.
More importantly, the interaction your clients described is not acceptable. Actions such as grabbing a guest’s phone or making comments about nationality do not align with our standards. The host shared that she was trying to understand where the confusion with the addresses occurred so she could relay that back to us, but the manner in which this was handled falls short of our expectations. We are addressing this directly.
We’re very sorry that your clients left feeling disappointed, especially after your recommendation. We have sent a personal note to you as well with some follow-up.
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