Clothilde DIEMUNSCH

My husband and brother in law teamed up on planning this trip with KimKim support and their close coordination with Clothilde was essential. The hotels were well located and for the most part the service staff were charming and kind. Our guides and drivers: Fernando in Zurich, Mateo in InterLaken, and the 2 gentlemen from Zermatt to Geneva (from Alps transfer) were prompt, knowledgeable, and engaging, as was Aude who was beyond kind. The concierges at Lucerne- Patrick, Isabelle and their colleagues gave us excellent recommendations to spend our time in the lovely city and where to dine for an authentic experience.
Some suggestions on improved communication:
1. emails - when informing customers of changes, it would help to specify what items have been changed in the body of the email itself, rather than have the customer check the 11 page itinerary against the last version, for what could possibly have changed. for example, "Dear Customer, we are enclosing an updated itinerary with the following changes:
page 1 paragraph 2 line 4, Please note that pick up time has changed as the local tour company does not have availability at 10:00 am. Instead, your local city tour will start at 2:00 PM pm on the same day."
2. for airport pickups it might help to instruct travelers about specific locations to meet drivers - our pickup was on the lookout at one end of the airport and we were at another. It could help to be specific - "upon exit from the double doors take the exit to the left where your pick up will meet you next to the cafe illy sign (example)". It would save time and the cost of calls.
3. Inconsistencies between itinerary and vouchers based on last minute changes between the company, its distributors or local contacts need to be coordinated by you and not your customer as that is an expected part of service.
4. The hotel Bristol was wonderfully located and was clean and offered excellent value. The lady in registration expected us to have signed in online but that expectation was not communicated to us ahead of time. The pad offered to accomplish the online check in was nonfunctional and the staff's frustration with the technology reflected in their treatment of the guests. Our pick up was scheduled for 9 am, but we were told we were late at 8:30 - it turns out our driver had also just called them to inform them they would be at the pick up at exactly 9 am. We objected to a drop off at the train station as we needed to meet our driver at the pick up for private vehicles. This showed a clear lack of coordination unexpected of a professionally run travel outfit.
These minor irritations are all fixable with personal attention, interest and care. We are hopeful KimKim can address these issues .