THE BEAUTY OF LAKES COMO & MAGGIORE

Thank you for your feedback. I'm pleased that you were able to enjoy your time in Italy, even with the restrictions in place at the time. It's great to read that you felt safe with your drivers, our passenger's safety is always their top priority. I'll make sure your comments are passed on to them, as they're always happy to hear when they've done a good job. We would love to see you on board again soon. Kind regards, Rebecca

Thank you for taking the time to review your recent holiday with us. On the whole, I’m pleased that you enjoyed so many positive elements of your trip, including your stay at the Britannia Excelsior Hotel. That being said, I note your negative comments regarding your coach crew and the amount of information they provided for you and your fellow guests. Our drivers are a key element of our tours and we expect them to deliver commentary about the places you are visiting, as well as to keep everyone well informed when it comes to tour timings, excursion content and so on. Whilst our drivers receive a number of resources to help them deliver each tour to the standard we would expect, we also ask them to complete their own individual research to enhance your experience even further. Everyone expects different things from their coach crew, especially when it comes to information and commentary, however it appears as though your crew left a number of guests feeling let down in this respect. Please be assured that we have addressed your feedback with the drivers in question, who having worked in the industry for many years, do have the ability to deliver our tours to the standard you and we would expect. We’ll monitor their performance closely going forward and offer any additional training and support we feel may be necessary. Although I’m sorry for the disappointment you encountered in this area, I’m grateful that we’ve been given the chance to address your concerns. I very much hope that this won’t put you off coming back with us and that we’ll hopefully have the chance to welcome you back on board another Leger tour very soon. Kind regards, Sarah

Thank you for taking the time to review your recent visit to Italy. We appreciate that tours travelling through the night result in a long journey from the UK onto the resort. We also offer tours that include overnight hotel stays on both the outbound and inbound journeys so both options are available to our customers. Having operated this tour for many years, we hope that every customer has a lovely time in Lakes Como and Maggiore so hopefully you do have some very positive memories of the lovely scenery and the fantastic views from your accommodation. We hope that our customers can do and see as much as possible in the time available and we do regularly review our itineraries. Your own comments will be taken into careful consideration. It would be lovely if you decided to join us again soon. Best wishes, Kerri.

Thank you for taking the time to review your recent tour to Italy. We hope that our customers have a great time throughout and we have successfully operated tours here for some time now. We do carefully source each hotel we use, and The Britannia Excelsior has featured in our tour programme for many years. It is an ideal base for us to operate this particular tour, is positioned in a wonderful location on the lake, and has served us well overall. I am sorry that you found your dining experience to be disorganised as our guests were not allocated tables in the restaurant. I have therefore passed on your comments to our Hotels team to be taken into consideration. As you will appreciate that when we include overnight accommodation this will increase the overall cost of your holiday and duration, or reduce the amount of time you have in resort. Whilst on many of our holidays overnight accommodation is included, we also offer on selected tours overnight travel in order to meet all guests’ expectations, although I do appreciate that this may not suit all.Your valuable and constructive feedback is important to us and we will certainly use this in the right way to review our tour. I fully appreciate that your coach crew can make your holiday a much more enjoyable experience. Therefore each and every driver is required to be enthusiastic about the tour they are leading and they must communicate effectively with our guests, especially with regards to timings for the tour, comfort breaks and journey progress. They should also provide commentary and tell our guests about the things you will see and the places you will visit during your holiday, creating a positive atmosphere whilst also providing the support and care our guests may require. I must assure you that we do work closely with our coach crews in order to ensure that they operate our tours in the ways which are synonymous across our company. I am sorry that you foundyour coach crew to be lacking in this regard, I have made our Head of Customer Care aware of your feedback, so that we can provide more guidance and support to your crew in this area should this be required. Once again thank you for your review, and I do hope that you can look back on your holiday with some great memories of this beautiful area of Italy. Your recent custom and continued loyalty is very much appreciated, and we look forward to welcoming you back on board. Best wishes, Lorraine