The company was very disorganized. Most of the tour was done in Spanish. Barely any English. They couldn’t plan...
Hi Marianna.
We are truly sorry to learn that the tour did not meet your expectations as a whole, and we have already reached out to our tour guide to address this matter.
Our tour guides always strive to adhere to the tour schedule and ensure that all planned activities are carried out in line with the provided itinerary. However, it's important to acknowledge that various factors, including weather conditions, unforeseen delays of passengers, and unexpected traffic congestion, can occasionally impact the timing of the tour.
In this specific instance, the departure time from London was initially scheduled for 07:30. However, there was a family that arrived at the lobby at 07:45, and they needed extra time to ensure they had gathered all their belongings before departing. This delay amounted to 25 minutes in total.
As per our established protocols, our guides are authorized to wait for a maximum of 30 minutes for delayed passengers. We've implemented this policy to consider the challenges passengers might face in a foreign country if they miss the departure and need to catch up with the group at the next meeting point. While such delays can indeed affect the rest of the group's schedule, we prioritize the convenience of all our passengers.
Unfortunately, due to this delay, the affected passengers missed the intended departure time for their cruise ride, resulting in their embarkation taking place at 13:00 instead of the originally planned 12:00.
We'd like to bring to your attention that the visit to Bruges on your itinerary is not guided, and due to the delays, the time allocated for this visit was regrettably shortened, please note that based on our terms and conditions available on our website and your “My trip” link, Europamundo reserves the right to alter the details of the itineraries (with the purpose of adapting them to the time of the year or when the guide considers it necessary) and in exceptional circumstances (breakdowns, traffic delays, or climatological problems, periods or situations extremely complicated) the order of visits or the visited points. Most of the time when these changes are foreseeable the information will appear in your voucher information.
It's important to recognize that group travel, while offering numerous advantages, can also be subject to unforeseeable circumstances that occasionally disrupt the planned itinerary
Additionally, we'd like to draw your attention to the terms and conditions outlined on our website and your "My trip" link. Given the diverse nature of Europamundo, group tours can be conducted bilingually, usually in English and Spanish, based on the passenger count. This might involve either two tour leaders, each speaking a different language, or a single tour leader proficient in both languages. All our guides possess at least a B2 certification, ensuring they are well-equipped to effectively convey historical narratives, engage in meaningful communication, and interact effortlessly with passengers.
We understand that communication during the tour is crucial. We provide a 24/7 hotline and WhatsApp number (as indicated on your voucher) for any incidents or concerns. Regrettably, we did not receive any communication from your end during the tour, preventing us from addressing any situation promptly.
We greatly appreciate you taking the time to share your review with us. We extend our apologies for any inconvenience you may have experienced. Europamundo team
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