Valentine Julien

Dear Jeanine,

Thank you for taking the time to share such detailed feedback. We are genuinely sorry that parts of your journey did not meet the experience we had hoped to create for your family.

First, regarding the change of travel specialist, Natalia unfortunately left the company to pursue new professional opportunities. Your trip was then transferred to Valentine, who took over your file with all the necessary information. While we acknowledge that your final travel documents were delivered later than originally planned, we would like to clarify that the confirmed itinerary itself had been finalized well in advance and already contained all the services that had been sold and confirmed.

Regarding pricing transparency, our trips are always sold as complete tailor-made packages. This is our standard way of working and was explained throughout the planning process.

We are pleased that you enjoyed several of the hotels, particularly the Grand Hôtel Roi René in Aix-en-Provence. Regarding Hotel Eden in Paris, Natalia selected accommodations that best matched the agreed budget. As is often the case, hotel rates in Paris are considerably higher than in Southern France or Spain, which sometimes means choosing a charming boutique-style property rather than a larger, more modern hotel. We are nevertheless sorry that this hotel did not fully meet your expectations.

Concerning the Louvre experience, Natalia informed you back in February that the original Treasure Hunt had been replaced by a standard family-guided visit.

The transportation issue in Girona was indeed the result of an error made by our long-standing local transportation partner, who unfortunately had the wrong passenger count in their reservation system despite several confirmation checks on our side. As soon as we became aware of the issue, we worked quickly to arrange an alternative solution so that your day could continue as planned.

We would also like to clarify the support provided during your trip. Throughout your stay, we remained in regular contact with Mr. Ryan Spain via WhatsApp and assisted with several requests, including transportation adjustments, restaurant reservations, and operational support whenever needed at any time. Our WhatsApp emergency number is provided through KimKim specifically so that we can assist travelers while they are on the ground, and we did our utmost to respond promptly and help resolve every situation.

Regarding the expectation of having a guide accompanying you throughout the entire trip, we would like to clarify that this was not part of the itinerary purchased. Such a service would require a dedicated guide and vehicle throughout the journey and represents a different type of travel experience with a significantly higher budget.

With regard to the Sagrada Família, your family was able to enjoy the guided visit as planned. The only restriction concerned access to the tower, which is unfortunately not permitted for very young children. The tower visit was an optional addition suggested by the guide and was not part of the services included in the itinerary.

For your first day in Paris, the 8-hour vehicle service was provided as booked. This service consisted of a private chauffeur and vehicle at your disposal rather than a guided sightseeing experience. If there was an expectation of guided visits during those hours, we regret that this misunderstanding occurred.

Finally, the Eiffel Tower summit tickets were impacted by the exceptional heatwave affecting Paris. As new tickets were unavailable through the official reservation system, we advised the only alternative available at that time: checking directly at the ticket office for same-day availability. Unfortunately, this situation was entirely beyond our control.

As with all of our trips, we processed the financial adjustments once the journey had been completed, allowing us to review all services provided and reimburse the elements affected by the operational issues encountered during your stay.

While we sincerely regret that a succession of supplier errors, exceptional weather conditions, and a few misunderstandings impacted your overall experience, we would like to reassure future travelers that these situations are not representative of the standard of service we strive to deliver. Throughout your journey, our team remained committed to assisting you, finding solutions as issues arose, and ensuring that appropriate follow-up was provided afterwards.

We truly appreciate your feedback, as it helps us continue improving our services, and we wish you and your family a wonderful summer.

Warm regards,

Valentine

Hi Jenny,
Thank you so much for your lovely review! It truly means a lot to me.
I know how special this trip was for the two of you — a chance to step away from the daily family routine and simply enjoy a fun and memorable girls' getaway together.
I'm so happy to hear that you enjoyed every moment from start to finish, and that I could help make everything easy and stress-free for you.
Hopefully our paths will cross again soon... maybe in France next time! 😊
Warm regards,
Valentine

Hi Kristen & Jenny,
It was such a pleasure to plan your Girl’s trip to Switzerland :)
Glad you spent a great time and enjoyed fun activities and beautiful sceneries!
I wish you a lovely Summer, and hope you see you soon maybe in France? :)
Valentine

Hi Garry,
Wow, thank you so much for your lovely feedback! I'm so happy to read your message. I'm thrilled that you had such an amazing time in Switzerland and Italy and that you enjoyed every moment of your trip. Wishing you many more wonderful adventures ahead!
And see you soon in France for your next trip, maybe? :)
Valentine

Bonjour Karen,
Thank you so much for your review!
All your feedback is important to us, positive or negative. It will help us to improve our future services!
It was a pleasure to plan your trip in France :)
See you soon, maybe in Switzerland or Germany?
Valentine

Hello Judith,

Thank you so much for your kind feedback and for taking the time to share your experience.

I really appreciate your comments about the hotels. It's very helpful to know about the challenges you encountered at Hotel Rosalie, especially regarding the deep bathtubs and the breakfast options. Thank you as well for your observations about Villa Kersay and the Novotel—I’ll certainly keep these points in mind when making recommendations for future travelers.

I'm glad I was able to help with adjusting the pickup time to Charles de Gaulle Airport and that everything worked out despite the long lines and temporary machine issues.

Most of all, thank you for your kind words about the trip. It was truly a pleasure planning this journey for you, and I'm delighted to hear that you enjoyed it. It means a lot to know that you've trusted KimKim for three trips, and I'm honored to have been part of this one.

I hope you returned home with wonderful memories, and I would be delighted to help you plan another adventure in the future.

Warm regards,

Valentine

Bonjour Ranelle,
Thank you so much for your kind review. It was a real pleasure to organize your family trip, discovery of the wine countries passing by Nice, Provence, Burgundy, Champagne & Paris!
I’ll be sure to share your compliments with Nicolas, Gilles, Stéphane, Emile, Rémy, Clémentine, Charlie, Jérôme, as well as Mo, Karen, “G” and Ezelle. They’ll be thrilled to read your feedback as well!!
Thank you again for your trust and recommendation. I hope to help you plan another amazing adventure in the future :)
Enjoy the Spring season,
Valentine