Thank you for taking the time to share your detailed feedback following your recent journey with us. We truly appreciate your candid reflections, and we are sorry to learn that your experience fell short of expectations in a number of important areas.
Firstly, we would like to sincerely apologise for the difficulties and confusion surrounding your transfer arrangements in Paris. It’s concerning to hear that you had to follow up multiple times to receive written confirmation, and that at one point you were advised of a route involving the airport – an unnecessary and frustrating detour. While we’re glad to hear your transfer was ultimately provided directly, it’s regrettable that this required such persistent effort on your part. Your time is valuable, and this should have been handled more efficiently from the outset.
We’re pleased to hear your kind recognition of your Travel Concierge, as well as the efforts of your guide and the Coach Driver. It’s heartening to know that their professionalism and care helped support your journey particularly in assisting with the final transfer.
That said, we’re very sorry to learn that several of the hotel accommodations did not meet your expectations. The cleanliness concerns, lack of accessible amenities, and inconsistency in room quality especially when compared to fellow guests are all deeply disappointing to hear. Paying out of pocket to upgrade, only to discover another guest received the same level of accommodation without additional cost, understandably adds to your frustration. We also regret the experience at your hotel in Paris, especially given the premium rate and your clear expectations of luxury.
We further acknowledge your concerns around meal variety and dining experiences. A choice of only two dishes is certainly limiting, and we aresorry this impacted your enjoyment and dietary comfort throughout the tour. Your comments about free time versus curated experiences have also been noted, and it’s clear that, while some travellers value flexibility, this balance did not meet your preferences. We appreciate your comparison with other tour operators and take your observations seriously as we continuously strive to improve.
While we are truly sorry to hear that you do not intend to travel with Luxury Gold again, we value the time you’ve taken to provide such thorough feedback. It is only by listening to our guests that we can continue to refine and evolve our offerings.
Thank you again for travelling with us, and for recognising the efforts of our team on the ground. We do hope your future travels bring you the comfort, cultural depth, and outstanding service you seek.
