The itinerary was good and enabled us to see the key sites. Day one - we did not see Brandywine Falls, offered an...
Dear Kathryn,
Thank you very much for taking the time to share such detailed feedback about your experience on our Western Canada Iconic Sites Tour. We’re truly sorry to hear that the tour did not meet your expectations, and we would like to extend our sincere apologies for the issues you encountered.
While we’re pleased that you enjoyed the overall itinerary and had the opportunity to experience many of Western Canada’s highlights, we recognize that several aspects of your tour fell short, particularly regarding communication, dietary considerations, and guiding quality. Your comments about the missed stops, the unsuitable lunch option given your allergies, and the limited commentary from your guide are all concerning and not reflective of the level of service we strive to provide.
Regarding the salmon BBQ lunch, we want to clarify that this experience was removed from the itinerary earlier this season based on guest feedback about the overall quality of the meal. We communicated this change to all guests by email prior to departure and arranged a packed lunch instead. We truly care about our customers and take feedback very seriously, as it allows us to continuously improve the experiences we offer. The change to the salmon lunch was made because we actively listen to our guests and want to ensure that every part of the tour reflects their expectations. Your feedback is therefore very valuable to us, and we will carefully review it with our operations team to help us continue enhancing our services.
We also take your comments about your guide, Marcos, seriously. Our guides play a crucial role in bringing the regions we visit to life through their knowledge, storytelling, and attention to guest needs. We will be reviewing your feedback with Marcos directly and using it as an opportunity to reinforce our standards and training around tour commentary, professionalism, and guest engagement.
Additionally, your remarks about the winery visit are very valuable. While this stop generally receives positive feedback, your experience highlights that consistency is key. We’ll be sharing your comments with the winery management to ensure future tastings are more informative and welcoming for our guests.
We truly regret that your experience did not reflect the premium standard we aim to deliver. Please rest assured that your feedback will be discussed internally with the team.
Thank you again for bringing this to our attention. We hope that, despite these disappointments, you were still able to enjoy some memorable moments in Western Canada. Should you wish to discuss your experience further, please don’t hesitate to reach out to us directly, we would be glad to speak with you personally.
Kind regards,
Bryson,
Senior Sales Manager
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