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We were very happy with the service before, this time was different.
Italy | May 4 - May 12, 2023

Moriah
Moriah B.
Israel | Reviewed on May 15, 2023

We used your service because we were very satisfied last time. everything ticked and the whole experience was great.
This time the experience was very different.
The service was less available, less informative, less proactive. And was replaced in the middle of the planning by another representative whose felt inexperienced and unprofessional, she received our questions in a completely incorrect way and even considered canceling (!) the entire planning.
My husband used the service to save time and headache, and none of this happened - on the contrary, he felt uncomfortable throughout the entire planning process in front of you, and each time encountered availability and access problems of the service providers.
During the trip itself we were surprised to find that there were holes that were not addressed or were not told to us.
Part of the reason to use the trip planning and the locals is to get information if the planning is good or not and this is something we felt we should ask everything specifically - instead of feeling that we are taken care of and that we can trust you.
We were very disappointed with the service and realized that next time we will probably skip it.

Local specialist: Stephania Abatis
Stephania
Stephania Abatis
Local specialist in Athens | Replied on May 24, 2023
Dear Moriah, I am Eleni, head of kimkim's local Italy Travel Design team and I feel compelled to reply to your feedback on behalf of Stephania and the whole team. First of all, I feel sorry that the trip planning process did not meet your expectations, especially in comparison to your previous kimkim trip to Costa Rica. I understand that -as Italy travel specialists- we might not have been in a position to explain the differences in terms of characteristics/requirements/budget etc between... Read more

Dear Moriah,

I am Eleni, head of kimkim's local Italy Travel Design team and I feel compelled to reply to your feedback on behalf of Stephania and the whole team.

First of all, I feel sorry that the trip planning process did not meet your expectations, especially in comparison to your previous kimkim trip to Costa Rica. I understand that -as Italy travel specialists- we might not have been in a position to explain the differences in terms of characteristics/requirements/budget etc between the 2 destinations. In fact, I was the one who jumped in, as I started to realize that your expectations are not met despite the fact that you had already booked the trip, and that is why I offered a "way out" going beyond the official policy, which I understand from your review that was misunderstood and I apologize for that.

On a separate note, I conducted a thorough investigation and spoke with all our local partners who guided you through the trip, and I was happy to learn that everything worked out smoothly during the actual trip; that the last minute requests and changes were accommodated by our Traveler Care team and that the modification that Stephania offered and booked for you worked out well.

I am sure that you have beautiful memories from your trip to Italy overall and I wish you many beautiful travels in the years to come.

Eleni Fotiou
Head of Italy Travel Design team

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