NM
Nickey M
1 reviews | Active since Nov 2024
21 Nov 2024, 15:25
10 out of 10 DON'T RECOMMEND
Our Company booked 8 guides through The Wanderer to assist with loading and guiding a 350 pax group transfer from Cape Town CBD hotel to a wine estate. We had a problem with one of the guides who did not follow the brief and did not communicate with the event team as requested. She did not count pax onto her coach as requested and sat on the coach dashboard drinking coffee while guests were boarding. A request for a refund to Che was ill received, refused and the guides behaviour defended. We are a very well known and experienced industry leader and we work with a LOT of suppliers daily. This one is a no from us.
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Wanderer Tours and Travel Cape Town's replyOfficial
22 Nov 2024, 07:51Hi Nickey, its very difficult to respond on a platform like this when we have a case where a company is rating service on deliverables that were not part of the brief or specification. I have spoken to each of our guides and I was personally on site to watch the loading of the buses. Counting guests boarding was not part of the specification (something we would gladly do anyway) and in fact an almost impossible task when you had your own staff at the entrance to the bus with a board. Our guides were not able to get into the doorway because of your staff member being there and the buses were not allocated upfront but rather issued to guides as they pulled up and assigned with the duty of putting in the signage, plugging in and testing mic and handing the bottled water to the guests prior to departure. To us its pretty obvious that your company is looking for someone to direct the shortfalls of your service delivery and we are not in the position to take this responsibility for you. Your water for the buses were delivered as buses pulled up, warm and still in the wholesale packaging, no buses had working mics and 2 of them went the wrong route. If I were going to take the time to reflect then I think these are deliverables that would ensure a better service moving forward.
Wanderer Tours and Travel Cape Town's reply22 Nov 2024, 07:51
Official
Hi Nickey, its very difficult to respond on a platform like this when we have a case where a company is rating service on deliverables that were not part of the brief or specification. I have spoken to each of our guides and I was personally on site to watch the loading of the buses. Counting guests boarding was not part of the specification (something we would gladly do anyway) and in fact an almost impossible task when you had your own staff at the entrance to the bus with a board. Our guides were not able to get into the doorway because of your staff member being there and the buses were not allocated upfront but rather issued to guides as they pulled up and assigned with the duty of putting in the signage, plugging in and testing mic and handing the bottled water to the guests prior to departure. To us its pretty obvious that your company is looking for someone to direct the shortfalls of your service delivery and we are not in the position to take this responsibility for you. Your water for the buses were delivered as buses pulled up, warm and still in the wholesale packaging, no buses had working mics and 2 of them went the wrong route. If I were going to take the time to reflect then I think these are deliverables that would ensure a better service moving forward.