11 - 15 of 256 reviews
Well over a year ago, my wife and I booked a small ship based expedition that began in Athens and took us up the coast to Croatia. Has this trip had minimal time in Greece’s capital city, we opted to arrive a day early and choose “Athens Insider” as the provider of a “private” guide that would show us Athens in a manner than what one would experience in a large group.
My initial positive impression of the organization was driven by its web site. More specifically I was very impressed with their interactive online form that begins the process of one’s tour. Very intuitive, this forms requests one’s desires in a wide array of interests and available time. It is from the output of this form that Athens Insider created an initial travel plan for us and then, based on an exchange of emails, massages the plan to get just the right mixture of activities. There were several exchanges between us as our travel date neared with confirmation that our guide would meet us in the lobby of our Athens’ hotel.
On the appointed day, we were downstairs to meet our guide but our guide never showed. A phone call to Athens Insider but a number of wheels in motion…it was clear they owned the situation and were extremely apologetic. They were not able to locate our guide but did arrange for another, very good guide (Yannis) who was able to join us at ten rather than the original time of eight. Athens Insider offered to extend our time into the evening but we were unable to do so because of prior commitments. They also refunded us funds associated with the time we missed because of a no show employee.
Long story short, I would not hesitate to recommend Athens Insider to another traveler. This recommendation is based on…
- Their ease of setting up the tour and adjusting to our desires and not their wants
- Their ownership of the issue when our guide failed to show…no excuses, they simply set to work to find a replacement
- Continuing with the ownership theme, their willingness to compensate for time lost
- The professionalism and knowledge of their guide Yannis who found himself “on deck” at the last minute
It truly is refreshing to find an organization that is focused on the customer…in any line of work. It was clear to me that that Athens Insider worked to provide us a quality experience and when that was jeopardized, they worked to make it right. Many could take a lesson from their efforts and their results!