6 independent reviews for Albania, Kosovo and North Macedonia holiday

Dear Tony, Thank you for taking the time to share your feedback regarding your recent tour. We appreciate hearing from our travellers, as their experiences help us continually review and improve our products and services. We have carefully investigated the points you raised and have discussed your comments in detail with our local partner. While we fully acknowledge that some aspects of the accommodation did not meet your expectations, the tour operated largely as planned and that the services provided were delivered in accordance with the itinerary and booking conditions. The accommodation programme consisted of multiple properties throughout the tour, and while concerns were raised regarding a small number of hotels, the majority of the accommodation arrangements were delivered as intended. With regard to room allocation, hotels assign rooms based on their own internal procedures unless a specific room type or view has been contracted and guaranteed in advance. As a result, variations in room layout, view, size, or location within the property can occur between guests staying within the same room category. Unfortunately, neither we nor our local partners have control over the exact room allocated at check-in. For this reason, we do not state a particular room type in our itinerary. We also note that hotel substitutions can occasionally be necessary due to operational requirements or availability. In such cases, alternative accommodation of a similar standard is provided. Our investigation found no evidence that any hotel changes were made to reduce costs or intentionally downgrade the tour experience. That said, we take all feedback seriously. We have shared your comments with our local partner and have specifically highlighted the concerns raised regarding certain properties, including those where issues relating to location and service standards were identified. In light of the feedback received from this departure, we are also undertaking a broader review of our partnership with our local team and accommodation suppliers to ensure they continue to meet the standards our customers expect. This review process forms part of our ongoing commitment to maintaining and improving the quality of our tours. Regarding dinners not being included, we generally do not include dinners across our tours to allow guests to choose where they would like dinners, rather than being at the hotels every night. We do include them if there is no other option for dinner. We are pleased to note that your feedback also recognised several positive aspects of the tour, including the destination itself and the people, the sightseeing programme, and the efforts of the guide and driver. We are grateful for those comments and will ensure they are passed on to the team involved. Having completed a full review of the circumstances, we do not believe that the issues raised constitute a service failure that would warrant compensation or a refund. While we respect that certain elements of the trip did not meet your personal expectations, the evidence available indicates that the tour services were delivered substantially as contracted. However, we genuinely value your custom and are sorry that parts of the experience did not fully meet your expectations. As a repeat client, you would already have our 5% loyalty discount applied to future bookings. In light of this tour not meeting expectations, we would like to offer a further 10% discount (total of 15%) off your next booking only, to be booked within 12 months and travel within 24 months, booked directly with Undiscovered Destinations. We hope this demonstrates our commitment to customer satisfaction and gives us the opportunity to welcome you on another journey in the future. We appreciate you bringing your concerns to our attention and thank you again for your feedback. It plays an important role in helping us monitor and improve the quality of our tours. Kind Regards, Rhia

Thank you for your feedback. We are delighted that you enjoyed the tour.