Отзывы о Follow the Camino

Hi Gail Thank you for providing this feedback. It seems that you had a very enjoyable time on the Camino, however there was 2 issues that you encountered. I have spoken with the Sales Team to understand the situation. It seems that your party and friends were accommodated in different hotels on one occasion in Pontevedra, The reason was that there were actually two separated bookings and different hotels were allocated automatically by the booking system. We could have resolved this issue in advance of arrival had we had been made aware of the split accommodation, but our records do not show and contact on this matter at the time. Relating to the poor quality of accommodation on one night, we understand this was in O Porrino. Unfortunately the stock of hotel rooms is limited there and sometimes not of the quality we would like. In fact we have removed several hotels from our list for this reason. Once again, thank you for your constructive feedback and we hope that the issues didn't detract from your enjoyment too much. Regards, Sean

Hi Pamela Thanks very much for your great review - it is always nice to hear from people who have enjoyed themselves so much and are happy to recommend us to others. Regards, Sean

Hello Thank you kindly for your feedback, we are happy to be able to give you the service that you would expect. Regards, Sean

Hi John Thank you so much for this nice review. I am delighted that we were able to help arrange such a long trip for you and it all worked out as planned. It was a great achievement on your part too - well done. Hope to see you on the Camino again at some time in the future Thanks again, Sean

Thanks very much for your kind words. I will pass this onto Patricia, she will be delighted to hear this. Regards, Sean

Hi Beverly Lovely to hear that you had an enjoyable time on your Camino and that we were able to plan things for you. Regards, Sean

Hi Ann I am very happy that you enjoyed your trip and thank you so much for your feedback about Silvia. I will be sure to let her know. Regards, Sean

Thank you very much for this feedback and I am glad that you had a great experience. I will pass this on to the sales team too - they will be delighted to hear this. Regards, Sean

Hi Jenny Thanks very much for this kind feedback. We are glad you enjoyed your Camino experience with us and hope to see you again at some point in the future. Regards, Sean

Hi Pamela As you are aware, this feedback was responded to earlier this year by our CEO, following your original review on TripAdvisor.For completeness, here is the original response.....Dear Pamela,Thanks for your feedback. I appreciate the time and efforts you took to write your feedback. We do not get such feedback very often. It is unlikely that what Follow The Camino say or do will change your mind at this stage but will hopefully simply express our explanations to what you have expressed. We do appreciate all the criticism. This is not what we aim for, we never enjoy them and which nevertheless, as a business we use to avoid misunderstandings or issues (qualitative, communication etc) do better the next time.You travelled with us for 13 nights. We do not have any record (email or call) from you during the first 7 nights at which point you emailed us expressing your disappointment about our notes inaccuracy. The main reason you expressed to us that day was that our notes were unusable because they were not specific to your trip i.e. going from the hotel we had booked for you that day to the hotel you would stay on your next stay. While we appreciate how amazing that would be, we simply technically cannot do this. Our walking notes bring you from one town to the next town, usually a central point such as a church or the main square, depending on the specific location. This is why on the vouchers you received, state 3 items to locate your accommodation. The address that can be use on smartphones, a map (usually 1 but more in some cases where the town is bigger or when appropriate) and a lot of the time a simple direction comment such as “When you reach the market place of Padron, cross the metal bridge on the left handside, your hotel will be on the second street to the left”.You emailed your Camino Consultant that Saturday 23rd March; unfortunately she could not answer due to the fact that she was out of office. We got your email on the Monday and were straight onto you – by email – in the morning. We tried to contact you by phone but you were travelling without one leading to a delayed response to your issues. Thus meaning we could not solve the issue you had as immediately as possible.We make available to all our clients our 24/7 emergency telephone number which we provide on all of our vouchers, luggage and general information which is found on the client area. Thanks to this channel we assist our clients whenever needed about whatever they may need (issues with accommodations – which do happen of course given our trade, lost vouchers, getting to a GP, organising transfers and a lot more).You were not happy with that hotel location which was indeed not on the actual Camino trail. You actually walked to the next village adding what I can surely imagine be a frustrating 5 km to your walking day. Quite often the accommodation is not on the trail as there are not always accommodation right on the same road or we sometimes prefer to use better quality accommodation slightly off the track. It is a compromise we do when we have to. If the distance is too great, a transfer is always organised for you. Despite the maps, notes etc, we are working on getting extra help for navigation via a new mobile app which we hope to make an alarm goes off as you get passed your planned accommodation. We have been working on it for several months already and hope to have it out in the first half of 2019.I am sorry you did not find your hotel in Redondela suitable. It has 7.6 out of 10 on reviews sites. It is unfortunately the only hotel accommodation in town you stopped that day. We have passed your comments to them in order to help them improve the service.We are aware that we simply cannot offer 3-4 star all the way. We wish for our clients we could but it is unfortunately not that simple when one travel on foot. This is why we chose the best accommodation available at the time of booking in any location. So we try to be upfront on our booking method, tell our clients as soon as the services are confirmed all details of accommodation (usually within 3-5 days, sometime longer depending on the time of the year) so that our clients can let us know if they wish an alternative (2 nights in the same higher grade accommodation with transfers). We do black out some accommodation from time to time as over long period of time level of service vary and our tracking system flags some accommodation after 2 or more complaints so that we make sure we give our client the best experience. Lastly our Holiday Success Team (which looks after the quality of the service we provide to our clients) had already upgraded you for free into a 4 star hotel in Santiago for your last stay. I am sorry this did not suffice.Our walking notes for the section you have walked were updated last November by our main guide on this section who updated a few things from the previous version. It is our 3rd most popular destinations and distances have been checked several times. We do base ourselves on GPS tracks and data from professional mapping services. I am aware though that notes give a good indication but of the direction. On the Camino though, given the great amount of official and less official signage, we sometime just follow these and might lose track of where we are in relation to the written notes. From my experience, the more details are not always the better as the walking gets heavy and too, route search intensive. We hope again that our mobile app will help with that.With regards to the maps, on some routes, we insert images of maps in our walking notes. We do so because we think they are the best tools for the given trip. Please note that these maps were sent to us by the author himself. We have been using these maps since 2011 and are doing so rightfully with the agreement of both the author and the editor.