Giorgia Torre

Hi Eileen,

Thank you for taking the time to write a review and share your feedback. I would like to address each of your points in detail.
When I sent your travel documents two weeks before your trip, the email included a brief tutorial—less than two minutes—explaining how to download the app and navigate it. Shortly after, I had a call with you to walk you through the download and to explain how to use the chat feature, which functions just like texting. During that call, you mentioned you could not access the chat, yet you were able to view your itinerary. Since the chat icon appears in the upper right-hand corner of the itinerary and is visible while viewing it, both features should have been accessible. Upon your arrival, there was already a welcome message waiting for you from both our support team and from me. The app’s chat function provides seamless communication with our traveler support team (and with me), who are available throughout your trip. Our emergency number is also included in your travel documents.
Because the chat feature was not used, we had to rely on email, which made communication significantly more difficult. However, I continued to answer you as quickly as possible through the KimKim conversation and by phone to reorganize your trip due to the flight cancellation.
The app consistently receives positive feedback from travelers who appreciate having all their trip information in one place and an easy, direct line of communication with us.
I understand that your trip began under stressful circumstances due to your flight cancellation. Missing the first day meant missing your initial excursion, which I know you were looking forward to. I attempted to find an alternative boat excursion for you, but none were available, and the one originally scheduled did not have another departure until Monday—when you were already set to depart for Tenerife. Had rescheduling been possible, I certainly would have done so. Your travel documents included more than ten alternative activities you could have enjoyed that day after picking up your rental car, and I would have been more than happy to provide any additional details you needed.
Regarding the Stargazing experience, the location depends on moon phases and weather conditions for that specific day. The guide spoke with you the day before and prepared everything to ensure the best viewing spot and an enjoyable experience. Stargazing in Tenerife takes place in Teide National Park at high-altitude viewpoints due to minimal light pollution and clear skies. It cannot be conducted in low-lying or urbanized areas with streetlights. You chose not to attend without informing the guide, who drove a considerable distance to meet you and was left waiting. Several days later, another traveler completed the same experience and thoroughly enjoyed it, even sharing beautiful photos with us.
Your guided visit to Santa Cruz was canceled because an Orange weather warning—the highest level for rain—was issued for Tenerife. The guide appropriately canceled the activity due to potential flooding.
For your excursion to La Gomera and Teide, you noted that there was too much driving. During the planning phase, you expressed a desire to explore the islands and see different areas. Had you preferred a more relaxing holiday, I would have recommended more self-guided days, allowing you to choose how much driving to do. Excursions designed to explore the islands necessarily involve driving in order to visit the key highlights. A trip to La Gomera by ferry would not be worthwhile if limited to only one location.
You rated the Dreams Jardín Tropical Resort & Spa with 3 stars for its location. The property is situated in the heart of Costa Adeje, one of the best beach areas in Tenerife, and is within walking distance of the beach, restaurants, and other amenities. The beach areas in Tenerife are highly urbanized resort zones, so perhaps the experience did not match the type of beach environment you had envisioned.
Similarly, H10 Playa Meloneras Palace is located approximately 100 meters from the beach, making it one of the closest hotels to the shoreline in that area—also one of Gran Canaria’s best beach regions. There are no hotels situated directly on the beach in that specific area. Wristbands are common in resort hotels on Gran Canaria, including many five-star properties.
Regarding your stay at Boutique Hotel Cordial La Peregrina, I am sorry you felt the room was too small for the one night you were there. During our call, I explained the hotels you would be staying in and the room types. I would have gladly changed the hotel or the room category had you indicated that the standard room did not meet your expectations. In this case, I selected the standard room because your stay was less than 24 hours. The hotel staff would have been happy to show you how to adjust the thermostat and provide extra pillows or additional amenities upon request.
Thank you again for sharing your feedback.
Respectively
Giorgia

Hi Gary,

Thank you so much for your kind words and for taking the time to share such a detailed review. I’m thrilled to hear you enjoyed your 45-day trip to Italy, and it’s wonderful to know the guides and accommodations made such a positive impression.

I also truly appreciate your honest feedback about B&B Il Leone Blu in Catania—it’s very helpful to know. Most of all, thank you for trusting me to plan this once-in-a-lifetime experience. It was an absolute pleasure helping you create such a special trip!

Warm regards,
Giorgia

Hi Troy,

Thank you so much for your lovely review! I’m really happy to hear your mom’s birthday trip to the Azores was such a great experience. It was a pleasure helping you plan it, and I’m glad you enjoyed your guides so much.
I’d love to help you plan your next adventure!
Warm regards,
Giorgia

Hi Laurie,

Thank you for sharing your feedback. I’d like to address each of your points directly to ensure clarity.

1. Transfer

You mentioned experiencing multiple transfer issues; however, according to our records, there was only one instance during your trip. I followed up with the driver, who provided a GPS screenshot confirming that you were dropped off at the correct hotel. While there was a brief pickup delay due to traffic, the transfer was ultimately completed as scheduled.

2. Travel Documents

You mentioned receiving your travel documents only a few days before departure. According to our Kimkim chat history, which you can review yourself, all documents were sent two weeks prior to your trip on 12 Sep for your trip departing on 26 Sep. At no time did I request early payment; my intention was to recommend confirming the deposit promptly so that I could secure two vehicles or a mini-bus, which in high season can be in limited supply.
Throughout the planning process, I ensured that all itinerary notes were consistently updated in Kimkim to maintain transparency and clarity.
Regarding the two-day gap in communication in mid-August, this coincided with a national holiday in Spain. As soon as I returned on Monday, I personally called you so that you felt fully supported and to review your itinerary, which was already complete and accurate.
3. Driver Waiting Time

Our travel documents state that, in some cases, drivers can only wait up to 1 hour at the airport after your flight lands. It explains that our drivers are not public taxi drivers; they are chauffeurs who often have multiple assignments per day. If the driver does not have another scheduled transfer, he will wait off course. However, during your trip, this was never an issue; even though your flight was delayed, the driver was notified and picked you up, and the transfer was completed.

4 In-country communication

You mentioned feeling frustrated because you preferred to have one person to contact during your trip. Our travel documents explain how to contact us during your trip. This includes an emergency number available 24/7, which you did not use during your trip. In addition, it is explained that we use instant messaging through the Trip Plan App, which is monitored by our team, so there is always somebody available to help you. This is a more realistic and efficient system than having a single person available 24/7 every day of the week. When you reached out to us via chat with questions, you received a timely response.

5. Trip Planning and Expectations

From the beginning, you requested a highly personalized itinerary for your family, with special attention to your grandchildren’s needs. Each modification was reviewed and confirmed with you to ensure the experience reflected your preferences. You emphasized wanting transportation rather than guided tours, and our drivers (who are not guides) and guides adapted accordingly to honor that request.
Our drivers also told us that some family disagreements created tension, which at times led to last-minute itinerary changes. Even in those situations, our drivers went above and beyond—offering small gestures for the children and adjusting pickup times to support your family’s comfort. All excursions and arrangements were carried out as planned, and our Kimkim chat conversation confirms consistent communication and support throughout.
While I understand and respect your perspective, some of the concerns you mentioned do not align with the documented communication or supplier confirmations. Our goal is always to provide an exceptional, attentive travel experience, and I hope this clarification helps reflect the care and commitment our team has dedicated to your trip.
Thank you again for sharing your feedback.
Respectively
Giorgia

Hi Alyson,

Thank you so much for your wonderful review! Knowing that you enjoyed your trip is truly the best reward for me and the team. Thank you for trusting me with planning this special trip together! I'd be glad to help you plan your next adventure!

Warmest regards,
Giorgia

Hi Edward,

Thank you so much for your wonderful feedback! I am glad to hear you enjoyed the tours and had such a great experience with Enrico, Paola, and Vincenzo. I’ll be sure to share your kind words with them. It was a pleasure helping you plan this trip! Warm regards, Giorgia

Hi Howard,

Thank you so much for taking the time to write such a wonderful review! I’m thrilled to hear you enjoyed your guides and were able to experience things from a local’s perspective. I’m also glad the hotel recommendations worked well for you. Thank you for trusting me to plan this trip!

Warm regards,
Giorgia

Hi Lisa,

Thank you so much for sharing this wonderful review and beautiful pictures! 😍
I’m thrilled to hear you enjoyed your trip and had a fantastic birthday in Sorrento on the boat excursion. Thank you for trusting me to plan this special trip—I would be more than happy to help you plan your next adventure!

Warmest regards,
Giorgia

Hi Bev,

Thank you so much for your kind review! I’m so happy to hear you felt supported by our team throughout your adventure in Sardinia. It was a pleasure helping plan your trip, and I’m glad you enjoyed the excursions, accommodations, and getting to experience Sardinia's life and landscapes..

Warmest regards,
Giorgia

Hi Catalina.

Thank you so much for your wonderful review! I’m so happy to hear you enjoyed your anniversary trip and that our team's support and private drivers made things easier for you. I truly appreciate your feedback about the food tour, Sorrento hotel, and Amalfi Coast tour—it’s very helpful and thoughtful. It was such a pleasure planning this trip for you!🥰
Warmest regards,
Giorgia