Reply from Ritz ToursJun 6, 2019
Hi,
We are sorry to hear that your experience on your recent Eastern Europe tour did not meet all of your expectations. We always aim to provide an awesome experience; we are disappointed that we have missed the mark this time.
We apologize that you had to transport your luggage yourself, we can understand how that can be frustrating. Not all of our tours provide porter service for our guests; we are sorry that this information was not clearer and we have taken this feedback to better communicate this for future tours.
We are sorry for your experience you had with your tour guide in Europe. His approach in offering and suggesting optional tours, should not feel pushy in any way. Please be assured that we do take this serious and have spoken with our partners in Europe to address this with him and be fixed going forward.
In regards to the pricing of optional tours, we are sorry if this adversely affected your overall experience. We offer the lowest prices provided to us by our local partners and offer them as optional excursions for one to decide if they would like to purchase through us ahead of their departure date.
We sincerely apologize for the cuisine not living up to your expectations. With not having enough food available during meals, we have brought that up with our colleagues to see how we can better provide sufficient portions. Typically, with beverages they provide one complimentary with the meal and additional beverages are at the travelers expense. As far as the pork knuckle dinner in Munich, we apologize for this unfortunate situation. As we have mentioned to others in your group, if we had known about the dietary requirements of the group we would have notified our partners in Europe in order to accommodate this request.
We regret to hear how tipping in certain places was not handled appropriately. Tipping is customary and something we do recommend to show your gratitude towards the service provided. Tipping is not mandatory, but we do ask all of our travelers to keep in mind that tipping, in most of the destinations, is a necessary means to the guide’s/driver’s overall monthly income. We do not ever want to have our travelers feel pressured in any way, so we do allow this choice to be of your own will.
It pleases us to hear that your driver provided great service, and we will pass that along to him and our partners!
We are happy to know that you truly enjoyed the included excursions! We always aim to provide a fulfilling experience, our goal is to pick the best excursions possible during your trip.
We apologize that there was more walking involved than expected. We will take your valuable feedback and use this information as we continue to improve our services.
One of the best features is having the opportunity to strengthen old friendships and to create new ones, so we are excited that this trip allowed you to do that!
Concerning the $50 discount when booking, yes this was an offered promotion for your group, but the requirement for all to receive the discount was for your group to reach a certain number; however this group size was not met. We would have gladly honored our offer had the conditions been met.
Once again, we thank you for taking the time to share your experience. We are sorry that not everything on your trip was as expected, but we do appreciate your feedback and will use it to better our services for future tours.
