The itinerary was not ideal and unnecessarily difficult. It didn't need to be the way it was planned or scheduled....
Dear Mr. Dennis.
Thank you very much for your feedback with will help us to improve our services, about your negative feedback, let us go through to understand what did we do from our part and how did we try to satisfy you and if we did not take any action or no.
We received your booking after long conversation explaining all details about the tour package, how it will start, where will you go, what will you see in each day, all that was before booking the tour package. we informed you the hotels names and the cruise, then we received your booking, and we moved to the 2nd step by booking hotels, we sent to you the name of it, 5 stars hotels with good services and recommended by our travelers whom tried it already and got 5 stars feedback, we already informed you the name of the hotels but you asked the Luxury category and we confirmed that tour package is not luxury, it is comfort, and all that was before the arrival. you informed us that you want a wheelchair, as we understood, you want it for your mom as you do not want to lose the time waiting for her as she is old and she does not walk good, we decided to change the tour from the group tour to be private tour without any extra charge, and we provided one of the best guides to help you having good experience and he is ranked always 5 stars from our visitors, also we decided to keep him with you during the whole tour, all that, just to give you the best services.upon arriving to Cairo airport, you met with our Rep and you started to complain from the things which is not related to us, such as you felt racism Egypt Air Crew as they did not give you water when you asked it. however you booked your flight tickets by yourself.
Next day the guide offered the wheelchair and you was tough and aggressive in refusing it and you confirmed that you do not want it.
The train is in the tour package and it is clear in the itinerary that you will travel to Aswan by the train with Cabin. But you informed the guide you would prefer to fly, Sir the Itinerary is clear and you asked about the train before booking and we confirmed that is included in your itinerary. The cruise, upon arriving on the cruise we already warned the cruise crew and informed them to provide the best Cabin, they made it and after 30 minutes you asked to change one of the Cabins, and they changed it for you, 1 hour late we received from you an e-mail asking to change the cabin again and they made it, few hours later, the guide called us and he explained that you want to change the cabin again, we called the Cruise manager and he moved forward to you and asked you to chose one by your self, and you selected it and confirmed that, the cabin is ok. later we found you sharing strange pictures, when I asked the guide and the manager of the cruise, they confirmed that, nothing is true, he is going around and taking pictures from places where he doesn`t stay. strange???
next day the same things and the same complains, we decided to take another action and we booked for you extra night in Luxor in a 5 stars hotel, after dinner on board we transferred you to the hotel. 20 minutes later, you shared a picture of the carpet which is located outside of your room (foot carpet) and you complain that it is dusty, another strange action.
You say that you missed certain attractions.
I confirm the itinerary is planned perfectly and you visited the all attractions as mentioned in the itinerary, in Giza You visited (Saqqara Necropolis, Memphis, Pyramids of Giza), In Aswan you visited (The High Dam, The Philae temple) and you booked optional tour to Abu Simbel where you visited Abu Simbel temples.
During the cruise you visited Komombo temple and Edfu temple. In Luxor you visited The Valley of Kings, the Mortuary temple of the queen Hatshipsut, Memnon colossi, the Karnak temple. when you got back to Cairo you visit the Egyptian Museum, the Citadel. the alabaster Mosque, the old Coptic Cairo, and in Alexandria you visited the catacombs, the Pillar and Fortress. I don`t know why do you say that you missed certain attractions, strange to say that.
Last thing, you ranked our guide with 1 star, our guide is ranked always 5 stars, by the way he asked to have long vacation and visit the Psychologist after his working with you. thanks for your feed back and we will always look after our visitors to help them to have great experience as almost of our travelers love to have great experience instead of making troubles to get refunds
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