Thank you for sharing your feedback on your recent Best of Poland tour. We're genuinely sorry to hear that your tour did not meet expectations.
We regret that you felt the focus was too heavily placed on Optional Excursions and tipping. While Optional Excursions are designed to enhance the journey, they should never come at the expense of the included itinerary, nor should tipping feel obligatory. We understand how this could have impacted your enjoyment, and we'll be reviewing this feedback carefully with our team.
It's also disappointing to hear that the Global Travel Rewards drinks were presented as a compulsory event and that your free time was affected. These moments are intended to be celebratory and entirely optional, and we apologise if this was not made clear.
Your comments regarding the Travel Director's conduct, including the emphasis on ratings and tips, as well as the lack of insightful commentary, are concerning. We expect our Travel Directors to provide enriching experiences and to support all guests with professionalism and respect. We will be investigating this further to ensure our standards are upheld.
We also take your concerns about the Optional Excursions pricing and the missing return guest gift seriously. Transparency and fairness are essential to us, and we will look into these matters to ensure clarity and consistency across all tours.
We're pleased to hear that you found the Travel Director polite and that the logistics of hotel bookings and transport were in place. Still, we acknowledge that this fell short of delivering the whole Trafalgar experience you expected.
Thank you again for your candid feedback; it helps us identify where we need to improve.