As an operator of private tours and previously an operator of small bus day tours, I suppose taking a day tour anywhere else is sure to be judged against what we do and did. Our 26 seat bus tour was the first official five star tour in Scotland so our standards are very high indeed.
Our tour with Nature Meetings was the east island tour on 13th May. The company excelled initially as they had problems locating passengers at another hotel and so were running 30 minutes late - they sent a car to meet us to explain the problem and the driver waited with us until the bus arrived. THAT is first class attention to detail. Well done.
I must also say that the bus driver was excellent and cannot be faulted in any way at all. The bus was modern, clean, tidy and the air conditioning worked well. Good trip from that aspect.
So our problems with the tour come down to the guide and the tour content. However, I must emphasise that the guide as a person was friendly and helpful at all times, but I feel his initial training was insufficient and he fell down on a large number of basic principles of which he might not even be aware. If comparing this tour with other bus tours I am sure it was not too bad and the guide made every effort to fill everyone with alcohol whenever possible so many were quite "jolly" towards the end.
The tour started well enough with commentary in English and German providing the history of the islands and the natural history of the plants and trees which are found here today.
Things started to go wrong at Santa Cruz where there was no explanation of what we were going to be doing or seeing or how long it would take. This is the principle that was lost.
Some of the group did not want to see the market and the impression was given that the stop would be about 20 minutes. One passenger got so fed up having waited by the bus for an hour, that the guide had to rescue him from a nearby bus stop where he was waiting for a bus back to Funchal. I actually asked the guide how long we were going to be there and was told, "just come with me, I'll be with you."
We were taken to an interesting market where the guide spent far, far too much time explaining about the fruit and veg on sale. I don't mean five minutes, we were standing beside a very ordinary fruit and veg stall for over twenty minutes. We wandered off down the market and were actually summoned back to taste raw sweet potato and Anona (?). Such detailed information should be voluntary. Being called back when we were happier exploring on our own was a big mistake. Keeping the group standing at one veg stall for at least 20 minutes was a nonsense. It should have been 3 minutes then free time with the offer of more time with the guide for those who wanted it.
In the fish section Wendy went outside. Again an inordinate amount of time spent describing the fish. I could have done the whole thing in five minutes, but we were standing around for, again, 15 minutes. I drifted outside and Wendy and I enjoyed the sea wall, flowers, palms and waves crashing on the beach, but having no indication of what time to be at the bus, nor where it was, nor knowing where we were going after the market, we were concerned about wandering off any further.
"What we are doing", he should have said, "is taking a short walk around a market and I'll give you some information at a couple of the stalls. You can then stay with me for more detailed information or wander around and enjoy the town. Be outside the church in X minutes if you'd like some information about it and, if not we need to be back at the bus at Y O'clock. All clear? It is #.##am now. We leave at #.##am. Now follow me, you'll love the market."
Eventually after what must have been 40 minutes we were taken to the church square where we were told we had 20 minutes to ourselves before another guided section in the church. This was quite interesting but I felt we were imposing upon the confirmation services which were taken place. Then, finally, back to the bus.
From this point the commentary on the bus dried up. Then the Levada walk which was very good and interesting, but I must admit I was somewhat surprised when the guide took fruit, herbs and vegetables from people's gardens and then picked some irises to give to the ladies. A nice gesture, but they were far prettier growing in the wild and while they might bring good luck in Madeira, this particular flower is mainly used for funerals in Britain.
Next a stop where we were all kept on the bus while he brought a jug of sangria onto the bus. A nice gesture, but we didn't want to be in the bus! It was also spilled on my white shirt sadly.
Lunch at a hotel I shall review separately, but I will say now that the soup was utterly tasteless, the fish was cold and almost un-eatable, the vegetables ordinary and the rice was … well rice. The dessert was nice.
The winery at the hotel was really just a Blandys sales outlet and we spent most of the time just wandering the grounds of the hotel which were superb. The views here were brilliant, too. If we'd have been given a return time to the coach we'd have been delighted to just look at the view and gardens.
The hotel management, however, needs to take a hard look at its quality control on the food coming out of the kitchen. I don't believe the restaurant manager could have bothered to taste that soup nor checked the temperature of the food leaving the kitchen.
Again no fixed time to get back to the bus so an inordinate amount of wasted time standing around when we could have continued to enjoy photographing or looking at the flowers or just sitting admiring the view.
The final main stop was another market, but this one was grubby and poor quality. The "gypsy" market on one side of the road sold all the very cheapest and tackiest products and the main market was really nothing special. All the most ordinary of items.
Again no time set to be back at the coach and no indication that just around the corner there was a park and somewhere nice to wander and enjoy the plants or sit and relax etc. Giving return times or meet-up times is simple and absolutely essential. A basic principle on a tour being completely forgotten.
After a full walk around of both parts of the market we joined the others with the guide as he then began his own guided personal tour of the market giving out cider and other booze, introducing stall holders and even, at one point, buying a banana and slicing bits off it for each of the party with one of his passenger's penknives. What was THAT all about? After some thirty minutes of this nonsense and having already seen the market on our own (I think we must have been here over an hour) I asked when we were going back to the coach which, coincidentally was right then.
The public toilets at this market put the rest of beautiful Madeira to shame, by the way.
I don't see the point in this stop at all. 95% of the produce would not be out of the ordinary in Scotland, Germany or anywhere else in Europe. It would also have been displayed more hygienically without the sales assistants having cigarettes hanging out of their mouths.
On the way back to the bus we saw the area we could have been enjoying.
I am sure quality visitors to Madeira don't really want to be standing in the heat at vegetable stalls drinking bad, but potent scrumpy cider for over an hour or buying cheap football scarves and far eastern made T-shirts.
The other stop where we saw the traditional houses was fine as were the two incredible viewpoints on the return trip. The trip itself was devoid of commentary after Santa Cruz, though.
This guide needs "guide school". I can't blame him, I can only blame the management (which seems to be a bit of theme for this holiday). Someone needs to spend time with this charming bilingual guide to help him learn how to deal with a group of seasoned travellers and hold their attention without alcohol every few minutes.
Giving people options of following him or not in markets is an essential. Keeping his explanations in markets concise and to the point. Learning which fruits and vegetables are unusual and majoring on those. Heights of places we were visiting weren't given. He had no "stories" to help bring the island to life. There must have been daring or dastardly deeds done to someone somewhere, to recount to us, and tales of conquerors and defenders to present to and amaze the visitors. Escaped slaves going to some small islands was the only story mentioned and it took seconds to recount yet showing us a sweet potato took many minutes!
If this guide worked for my tour company I would have him out with each of my senior guides and I would put someone on board to film him so that his solo performance could be properly assessed without him knowing.
I hate giving a fellow tour operator only three stars, but training is a vital element in tour management and this pleasant and friendly individual has been let down in training and supervision. Tour guiding is not something anyone can do, it needs quality training and follow up development.
I wish Nature Meetings well, but they need to improve the training of this guide. Perhaps their other guides are superior and we were just a tad unlucky. I'm being generous with 3 stars.
We did have two further tours booked with Nature Meetings, but decided to cancel them in the fear that we would be spending our time in more markets!
Final word, don't sack the guide, develop his potential in a structured manner then he'll be better at what he does, more satisfied with his profession and earning you higher ratings.