VPT Tours

Dear Customer, Thank you very much for taking the time to share your detailed feedback with us. We are especially pleased to hear that both our guide Ofelia and our driver Alexander contributed positively to your experience. We will certainly pass on your kind words to both of them, as it is very important for our team to know that their professionalism, assistance and friendly approach helped you feel safe and enjoy the journey. Regarding the stop in San Sebastián, we understand that you would have preferred to have more time to explore the city. The itinerary currently includes a short stop, mainly allowing passengers to enjoy the views from the viewpoint, within the overall schedule required to complete all the planned stages of the tour. With regard to Salamanca, we also understand that you may have found the two hours available insufficient to properly explore a city with such a rich historical and cultural heritage. However, the time available is determined by the overall itinerary and by the different cities and services included in the circuit. We appreciate your feedback and will take it into consideration when reviewing the distribution of time during the tour. Regarding the hotel in León, we are sincerely sorry to hear that the accommodation did not meet your expectations, particularly concerning the hotel itself and the quality of the food. The hotels included in our circuits are selected according to the published category and availability for the travel dates. Nevertheless, we will forward your comments to the relevant department so that the property and your experience there can be reviewed. Regarding your suggestion of staying overnight in Salamanca instead of León, we very much appreciate your feedback. We will discuss this with our Operations Department and study the possibility of modifying the programme to include an overnight stay in Salamanca, provided that this is feasible within the overall organisation and logistics of the circuit. Despite these aspects, we are pleased to know that, overall, you enjoyed most of the tour and had a positive experience with our team. Once again, thank you for taking the time to share such detailed feedback with us. Both your positive comments and your suggestions for improvement are very valuable to us and will be shared with the relevant departments. Kind regards, VPT TEAM

Dear Customer, Thank you very much for sharing your feedback with us. We are pleased to hear that you enjoyed the visits to the different cities, that you were satisfied with the service provided by our guide and, especially, that you were very happy with our driver. We are also delighted to know that the Berber Festival was one of the highlights of your trip, particularly considering that you had experienced it 43 years ago. We are, however, sorry for the inconvenience caused by the condition of the vehicle and the air conditioning, especially during the days of extremely high temperatures experienced during your trip. We have also taken note of your comments regarding the hotels in Fez and Marrakech and your preference to stay at the same hotels as the other passengers. The allocation of these hotels is based on the category selected at the time of booking. We are pleased to know that, despite these aspects, you generally enjoyed your trip. Thank you once again for sharing your comments with us, as they help us continue improving our services. Kind regards, Customer Service Department VPT

Thank you very much for taking the time to provide us with such a detailed account of your experience. We sincerely appreciate both your positive comments and the constructive criticism, as they allow us to review the different aspects of the tour and identify areas where we can improve. We are pleased to know that you enjoyed many of the destinations visited, the local guides, the transportation and accommodation included in the programme, as well as the flamenco show in Seville. In particular, we are very happy to hear that you found the local guides knowledgeable and professional and that their explanations contributed positively to your experience. Regarding the accompanying guide, we have reviewed your comments with her. She acknowledges that English is not her native language and that, although she has been studying and using English for many years and considers herself able to communicate effectively with international groups, she may have made mistakes or used expressions that were not sufficiently clear on some occasions. We understand your concern, particularly as you specifically requested an English-language tour, and we regret that you felt that the level of communication was not what you expected. The accompanying guide's role is primarily to coordinate the group throughout the journey, assist with logistics, coordinate the visits with the local guides and provide general information and orientation at each destination. The detailed historical and cultural explanations of the cities and monuments are provided by the official local guides, who are specifically assigned for this purpose. Nevertheless, we understand that the accompanying guide also plays an important role in the overall experience, and we will take your comments into consideration when assigning guides to future bilingual or English-speaking departures. With regard to the late arrival at the initial meeting point, the guide has confirmed that she arrived at approximately 8:00 a.m. rather than the scheduled 7:30 a.m. This was partly due to an internal communication error concerning the meeting arrangements, although she also acknowledges that she should have checked the recipient and details of the message more carefully. We sincerely regret this inconvenience and have noted the incident internally so that greater care is taken with this type of operational communication. Regarding the use of Spanish during the tour, the guide has explained that whenever information was provided to Spanish-speaking passengers, she subsequently translated the relevant information into English. However, we understand your perception that the Spanish-speaking passengers may at times have received more direct attention, and we regret that this made you feel less attended to as an English-speaking passenger. We would also like to clarify the comments regarding the information provided during the journey. The accompanying guide is not intended to replace the specialist local guides in each destination. Her role is to provide general orientation and information while coordinating the tour, whereas the included guided visits are specifically designed to provide the more detailed historical and cultural content. Nevertheless, we acknowledge your comments regarding the level of information you expected from the accompanying guide. Regarding the Alhambra, we have carefully noted your comments, particularly concerning the Nasrid Palaces. The programme included the Alhambra visit as specified in the itinerary, but the Nasrid Palaces were not included in the visit contracted for this departure. We understand, however, that this distinction was not sufficiently clear to you before or during the tour, and we regret the disappointment this caused. We also regret that the explanation you received from the guide did not resolve your concern satisfactorily. Your comments regarding the itinerary and the lack of detailed information about approximate timings and free time are also very valuable. We understand that, particularly in destinations such as Seville, having clearer information in advance would have allowed you to organise your personal time and optional visits more effectively. We will review how we communicate these operational details to passengers so that expectations are clearer before and during the tour. We have also taken note of your comments regarding the hotel in Torremolinos, the meals, the situation in Toledo and the arrangements for returning to the hotel after the Seville visit. These comments will be shared with our Operations Department and the corresponding suppliers so that the different aspects can be reviewed. We are particularly sorry to hear that the combination of these circumstances affected your overall impression of your first trip to Spain. Our intention is that passengers travelling with VPT can enjoy the convenience of a guided circuit while also having the opportunity to discover the destinations with the support of professional local guides and our tour coordination team. At the same time, we appreciate your recognition of the positive aspects of the programme and, especially, your comments regarding the local guides and the destinations themselves. Please accept our sincere apologies for the aspects of the experience that did not meet your expectations. Your feedback has been carefully noted and will be taken into consideration by our Operations Department when reviewing both the organisation of future departures and the communication of programme details to our passengers. Thank you again for sharing your experience with us. Kind regards, Laura Goyoaga VPT – Reservations Department

Thank you very much for sharing your comments. We’re delighted that you enjoyed the trip. We hope you’ll choose us for your next adventure! kind regars VPT Team