To complain from behind the shield of anonymity when done on a public platform such as this is easy, yet unfair, when the ramifications are far reaching and one sided.
However it is our intention only to correct the inaccuracies and exaggerations – and try defend the ‘undefendable’.
For example - “we had coffee in a shopping mall that could be anywhere in the world”. Was the complaint the fact that we had coffee ? or was it that the venue was the same as anywhere in the world ? This is a criticism very difficult to defend.
Then why complain about the itinerary after the tour - which clearly states we stay one night in St Lucia (but now the complainant wants a two night stopover). She knew the itinerary (in detail) several months before the tour. Prior to the tour there were over 57 emails of correspondence so she had ample opportunity to express her opinion. This is also a very difficult criticism to defend.
Or perhaps the exaggeration – “we stopped for the whole morning to shop” – if, after a 6 hour drive from Johannesburg we enter the Kruger Park mid-afternoon, we can hardly have spent the whole morning shopping. Yes we stop just before entering Kruger Park to buy fresh meat for that night’s BBQ (many touring companies do exactly the same). And although we have a fridge/freezer in the vehicle we prefer to use fresh meat for a BBQ. In fact the only delay was by the complainant buying wine – which we were perfectly happy about.
To mention the one accommodation she didn’t like – yet expressed delight with the other venues (total of 15 nights) – seems to reflect a slightly biased assessment of the tours accommodation.
Then to say we refused to take the guests out for supper has no substance at all. No tour operator would make that decision. The decision not to go out for supper was done by consensus and based on the fact that everyone had had ‘a large late lunch’ and so weren’t hungry.
We paid for Victoria Falls (Zambia) after the client had stayed – the international payment was delayed by our bank and as soon as we were aware of it we sorted it out to everyone’s satisfaction.
Then to judge us as “disorganised” is vague and again unsubstantiated - so again very difficult to defend. Perhaps it’s because we have a relaxed and accommodating approach to guests’ needs and desires ? However we believe you are on holiday and so are made to feel it is your holiday.
This is not a ‘coach’ tour where the itinerary is necessarily rigid and structured with a strict timetable. It gives us the freedom to literally 'bend over backwards' to accommodate clients desires at any time – which is why we are so appreciated and reflected by our return business and that clients who have travelled with us over 10 years ago still keep in contact.
For example, we stayed an extra morning at one town so one of the clients (from Australia) could meet an old friend they hadn’t seen for many years, and on another occasion we stayed an extra morning at another venue so she (the complainant) could have a whole morning horse riding … there are many more examples. (However all decisions/changes to the itinerary are done by consensus). Perhaps that could be classed as disorganised ?
In which case - we will remain disorganised.
On tour you have a choice – you can either decide to enjoy it or you can decide not to enjoy it – you either look for the positives or you look for the negatives. Whatever you look for - you will find.
Those reading this can make their own judgement.