In the post that follows I am asking for feedback. Here’s some background: Over the years many of our past guests have written me asking for advice about travel in general or travel to places other than Costa Rica. I have found it very satisfying to help with advice on anything from, “where should I go for [...]

In the well over 80 comments we have had so far the question of whether to do your own travel planning and arranging or use professional help is one of the most frequent themes. This does not come as a surprise.  If the shared belief of the participants in this blog is that Vacation Time is [...]

In last weeks post I promised to tell you about one of Yolanda and my biking vacations to illustrate the role tolerance plays in vacation planning.  Ever since I’ve been nervous about boring you with a personal anecdote. Then I a saw Nicholas Kristorf’s column in the January 6 New York Times in which he tells [...]

In travel, as in life, tolerance for things going wrong or tolerance for worrying about things going wrong are closely connected with your goals. If things going wrong or things you are worrying about going wrong will sabotage you from achieving your high priority goals you are much more likely to let [...]

I have been thinking a lot about this trip, but beyond a reminder in my calendar to select the participants in June, I have been coming up with more questions than answers. For a start thanks and kudos to Jennifer Fletcher for coming up with a great name. Time of Your Life. On the other [...]

We get a great many requests to arrange tours and activities from people who have already booked a week at the beach. Responding to these has been a challenge because the amount of work involved to learn enough about the guests to give them personalized advice is more than we can charge them for if all [...]

W [...]

I have been surprised, flattered, heartened, and, frankly, a little embarrassed by call the compliments from past guests in the comments to the posts in this blog. I love reading positive feedback from our guests. I love even more passing on the compliments to the people who make it happen. But then I get nervous that we [...]

Reading the many flattering comments in this blog you might think that we never screw up and never get complaints. Of course we do screw up and we do get complaints—some of which in our opinion are justified and some of which are not. The judgment calls that we make in handling these complaints are a very [...]

Obviously there is a good deal of interest in this topic.  I am going to wait to comment until I have posted one more actual complaint this Tuesday. On July 20 I’ll share who we handled this complaint. In the meantime I am posting Chris Parrot’s comment because it gives a typically well thought out perspective [...]

In last weeks post I published  a complaint and asked for comments.  The 12 comments that you posted show that you have strong and clear opinions on this subject. The case that I have chosen for your feedback this week is more complex.  Here is the entire email we received. [...]

The week before last I posted a complaint from a guest at Monteverde Lodge who spent a miserable night because of a series of maintenance problems.  Management at the lodge neglected to offer adequate compensation on the spot and the guest wrote us asking for, “a full refund of at least one night.” Twelve of [...]

The week before last I posted a complaint from a guest who requested a refund because the plane that originally specified had to be changed because of mechanical problems, we ignored his preferences indicated on his Wish List for gourmet food and no interaction with local people, and he believe we were responsible for he [...]

To conclude with this topic I am going return to a few of the comments and responses and explain how we see these issues. There was general agreement on Case # 1 so I will mostly comment on Case # 2. Chris Parrot wrote: “Refunding the cost of this meal/excursion would be fine if it had gone [...]

In last week’s Glen Glines’ Comment: “The secret to CRE success is picking the right people to be the face of CRE. Perhaps the next step is to, once in a while, say no to the wrong client.” Fortunately in the vast majority of cases prospective guests self-select.  Unfortunately we are not that good at spotting non-compatible [...]

The Saga of Steven Slater. Bend over Backwards for Guests, but…. Like most of the rest of the country I have been following the saga of Steven Slater, the Jet Blue flight attendant, who after reportedly being verbally abused by a passenger  and hit in the head with a carry on that the passenger was removing [...]

Whenever I ask guests how they decided to book with us, whatever else they say they invariably mention Trip Advisor.  I would not be surprised if reviews on Trip Advisor are the single most powerful influencer of travel decisions today. On the whole this a very good thing. The site gives travelers unprecedented access to usually [...]

Last week  Norie Quintos, Senior Editor of 
National Geographic Traveler, emailed me about her blog post, “Looking for a Few Good Guides,” http://blogs.nationalgeographic.com/blogs/intelligenttravel/2010/09/looking-for-a-few-good-guides.html in which she highlights one of our guides who she had on a trip to Costa Rica several years ago. She reminded me about an email about new paradigms for guiding I [...]

Last October Yolanda and I rode in the New York City Multiple Sclerosis Bike Ride. We had great ride, met some fun people, and along the way helped a good cause. We learned that many of the riders were members of teams.  The teams come from large corporations, small groups of family and friends, and everything in [...]

In January I published post asking for teammates in this years New York City Multiple Sclerosis Bike Ride. Last October Yolanda and I rode in it for the first time. We had great ride, met some fun people, and along the way helped a good cause. [...]

We struggle to find quality active vacations similar to the one we took in Costa Rica yet we are always looking for similar experiences in mew countries. This summer we went to Turkey and worked with a local travel agent to create an active, customized itinerary which worked out very well but it would be great to have a source of ideas and this blog concept could be a good start.

Hello Michael: In answer to your questions, Yes, and Yes! Blogs, chat boards and other websites have an incredible amount of power and influence in travel, allowing us, the travelers a great source of information and opinions. I have a hard time remembering when, and how, we traveled without the resources and influence of the internet! I can cite so many instances in which another person, online, contributed significantly to my travel experience. I try to give back, in kind, by sharing our experiences with others.

So wonderful to see video of Priscilla! We were not used to using travel planners, but because of the language barrier and my concerns about traveling with our 5 year old who has special needs, we decided to find an established service. Not that it was easy for me to stop worrying! But Priscilla handled all of my concerns beautifully, before and during the trip, and upon our return we exchanged pictures of our kids. I'm pretty sure I invited her to visit us if she ever came our way - that's how much of a host I felt she was in her home country to us.

My trip is still in the planning process and I cannot imagine a more thorough, patient and knowledgeable travel planner than Priscilla. I must confess that in the inital contact I felt like the process was slow but soon came to realize that a bit of patience on my part would yield a wonderful upcoming trip to Costa Rica with my granddaughter. I have made changes, had additional requests and e-mailed Priscilla alomst every day. She has been warm and seems to have everything about my trip in front of her. I am very relaxed now and feel certain that this will be a very special trip for our family. Gracias, Priscilla! Marylou Austin (Santa Fe, New Mexico)

This is the first blogging I've ever done--so bear with me! My husband and I have done a lot of travelling, independently as a couple, solo and with groups. We loved the tiny glimpse we got of Costa Rica when you arranged a few days for us and hope to go back soon. We're both working but have flexible schedules and would love to see more of the country and meet with more of the welcoming and patient (with our Spanish) Costa Ricans! Since we both want to enjoy more of Costa Rica I think we'd like to go as a couple. We enjoy meeting people from all over the world and would be happy in a mixed group or just couples. I'm particularly excited about all the wildlife and would love to see some of the more remote and/or ecolodge settings.

Hi Wade, I am Chief Marketing & Guest Satisfaction Officer here at CRE, I have worked for Michael for 23 years and I am helping him with his blog. I thought I would jump in here. We are working on sub-categories for the blog and hope to be able to launch this soon. I agree completely, the topics are varied and we’re going to have to make it easy for everyone to find what they need. As far as student trips go, yes we do student groups at CRE. We do trips for Ecology and Biology High School and University level students. In fact, we have one school from Texas that has been coming to Costa Rica every year for that last 15 years. These kids are part of an advanced Ecology program and they spend a week in Tortuguero every year in November. Our guides particularly enjoy these trips, it’s so rewarding for them to se5 so many young people excited about the environment. We have also done several student groups that are for MBA students doing investigation on ecotourism or sustainability. It’s not uncommon to have Michael or myself leading a group around our offices showing them our business. Felices Fiestas!

I use Trip Advisor in conjunction with several other sources - Frommer, Fodor, Lonely Planet, Orbitz, etc. I try to find consistent recommendations , so I'm not relying on one potentially skewed source. My hope for this blog is that it will be an exchange of ideas as much as specific restaurant and hotel recommendations. I usually have to travel within pretty tight time and budget constraints ( I work in the non-profit theater industry - enough said). So, for example, if I'm looking at a destination, I like to know if there is a time of year when rates are lower. Or, when I was researching Kruger National Park in South Africa ( haven't gotten there yet), a friend told me that during national school holidays the park is packed with South African families. That's not necessarily a pro or con, but it is good to know! I also have a particular travel planning issue: I don't drive. So anywhere I go either has to be accessible via public transport or I need to make arrangements with someone like CRE (of course, driving wouldn't have helped in visiting Tortuguero - and I'm not a pilot or a river boat operator either). My tendency is to make my own general arrangements and supplement with local tour companies. I'm a big believer in exploring on foot, but sometimes it's not entirely possible to do it without a little expert help, or it's enhanced by an acclimating guided tour.

Finding the right balance between independent and "planned" or "guided" travel is always a struggle for me. I have a history of enjoying planning my own trips and winging it to an extent. However, the more trips I plan around my photography and the more remote my destinations get, the more I find myself relying on others (travel agents, companies and guides). This doesn´t always work well, but in many cases there is no other choice. My perspective has been skewed a bit by my background, which means that my travel goals are often centered on getting to remote areas to find wildlife, such as Corcovado´s Sirena Station. I have also learned the value over the years of hiring a good local guide to explore some of these areas. Not only is the knowledge and insight you get from these guides often unmatched by solo exploration or guided group tours, but there´s more freedom when you are able to work on your own with a guide. My first trip to Costa Rica was more on the independent side. We booked a stay at the Corcovado Tent Camp lodge with CRE´s help, but planned the rest of the trip on our own. When I decided to return to the Osa a few years later, I remembered the difficulty we had taking care of the park permits and Sirena booking on our own. That and the fact that I wanted to hire a guide for my stay led me to hand over all the planning to CRE. It was much easier getting the transport taken care of, the guide arranged and the Sirena stay booked. Overall, my interactions with CRE have been extremely positive, but I´ve found that this is not always the case when handing over planning and booking responsibilities to agents or other companies. My wife and I are already experiencing such issues during our current trip in Argentina. So what are the positives and negatives to using "professional help to plan and arrange vacations?" In my mind these are some of the things to consider: Positives: -Obviously it takes much less work for you to let someone else plan things ;) -They can arrange for guides or stays at locations that otherwise may not be accessible to you. -Hurdles that may be causes by language barriers, poor international communication, etc. are easier to hurdle with a local company´s help. Negatives: -By handing over planning responsibilities to someone else, you are ceding control of your trìp, which is often an uncomfortable prospect to independent travelers. You cannot be 100% sure of what´s going on beforehand, since you are not personally making arrangements. -Something may inevitably be lost in translation/communication. I don´t know how many times I was expecting an arranged tour to be one thing, and it turned out to be entirely different. -It´s often more expensive. Agents and travel companies have to make their money somehow, right? ;) I´m sure there are more... those are a few considerations off the top of my head. The choice between independent travel and enlisting help may ultimately come down to what you want to see and do, where in the world you´re going and your budget.

Su Suits says (December 29, 2009 at 11:15 pm): This is gonna be fun. What makes CRE standout to me, is that it is an "I can do it all" co. It is not like the Lonely Planet approach of access to complete independence, nor is it the guided tour trip. the mix and match aspects are what I find appealing. CRE can get me to where I want to go( in real comfort, with personable drivers)....they can set me up for an educational tour through Monteverde.....I can be on a remote beach and eat like a king, without being in the resort sort of enviroment. CRE can be what you need it to be. As I read and write on this blog, I am looking for more info on companies like this. On my virgin blog, I wrote about a trip to Spain and Morroco this past summer. My husband happened to be my CRE, because he speaks Spanish,Arabic, and French. He was able to make our connections happen with a fair amount of ease and comfort. I like that CRE did that for us on our trip to C.R. We did not have to worry about getting here, yonder, and everywhere. We could focus on all the senses, and had alot more energy to enjoy Costa Rica. I returned on a second CRE trip with a girlfriend, because I had 100% confidence that CRE would be there when we needed them, and evaporate when we did not. Though my husband and I had a fantastic time in Morroco, it was truly because of his language skills that it was a success. (Also the warmth of the people). I could not have done that trip alone, and felt comfortable, and confident. CRE supplies the confidence. That is my brainstorming for now. Feliz Ano Nuevo to all. Gracias.

Feliz Ano a todos! Happy New Year! We have been to Costa Rica twice. The 1st time, I found a great villa to rent on the Net,in Manuel Antonio.We went for 3 weeks, took the local bus,had a great time.We rented a car for only 3days,to drive down the coast a bit. So we (I!)did all the arranging ourselves & this was great. We decided to return, but wanted to see more ,whilst still staying near the beach. I had seen a article on Nosara in the Toronto Globe & Mail; it looked good. So I found a lovely little house in Guiones Beach,for 2 weeks. It was when I started trying to fit in San Jose, Monteverde, Arenal,etc, around this that I got really bogged down & frustrated & called on Costa Rica Expeditions to arrange our visits to those places. This was a wise & brilliant decision! Marco Hernandez organized this for us, & we were very pleased with everything. So...here's my opinion: I can find a place to rent & live for a few weeks using the Net.It's quite fun. But it was invaluable to have travelling to other places within quite a tight schedule ,arranged for me. It became a real headache trying to fit the excursions round the rental.

I've been following all the comments and replies. No one has articulated a description of what type of travelers we are. I think defining that is key to establishing a focus. So here goes on what kind of traveler I am. I avoid tourist traps and most of the places where everyone else goes. I like to delve into the hidden gems and off the beaten track places that usually reveal more of the real character of the place and its people. I like to eat, shop and stay local/native. I don't like chains, fast food, or Americanized places in other countries. My preference is for nature oriented and/or cultural experiences while on vacation. Crowds of tourists give me heebee geebees. I like to get the most out of wherever I am, not just skim the surface. I read and do a lot of research before traveling. I prefer rural to urban, god's creations to man's, active to sedentary and outdoors to indoors. I usually travel independently because I find that most tours try to do too much in too little time and meet the needs of the group rather than the individual. Invariably their itinerary includes places that I don't care about. Costa Rica Expeditions was actually my first experience with a tour operator and I think I'm spoiled for life! I loved that I could determine my own itinerary with guidance from people who really know the country to help me determine how long to stay in each place and what locations were unique in respect to one another. Once there, I could do what I wanted. Everything was of high quality and so hassle free. That is worth its weight in gold to me. Are the other companies in other countries that can match CRE? My travel experiences outside the US have been limited in the past 15 years because of family obligations - Israel, Canada, St John and Costa Rica - but I am looking forward to traveling more as my kids get older. I've traveled a lot in the US. What kind of travelers are the rest of you? Happy New Year. May it bring lots of travel adventures! Cheryl ps I have no problem traveling alone, especially when it means meeting people who I have an electronic relationship with!

I don't know about others, but I don't book my travel with the expectation that something is going to go wrong. Obviously there is no way to predict all the things that could go wrong and I usually trust that my travel company will have the resources locally to deal with an unexpected situation. The quality of the local guides and company reps make a huge difference in my perception of how the unexpected is being handled. Competent and gracious reps find ways to minimize the inconveniences even if they can't come up with a seat on an overbooked flight and they always remain calm and unflappable. And yes, the more I pay, the more I expect from them in regards to fixing problems abroad. One other approach to keeping pre-trip and during-trip perceptions positive is to include an unexpected surprise for the client during the trip. This always make me feel like I'm getting a "freebie" and it makes me feel special. It also helps to counteract any negative experiences I might have had. The surprise could be anything from a special insider's tour of something not listed on the itinerary, to a private wine and cheese tasting.

I've definitely had a few unexpected turns for the worst. Sometimes, like your shower escapade, the experience turns into something you can laugh at years later. One of the more memorable moments for me occurred during my first "independent" trip as a college student, traveling to Europe for a few weeks. We were visiting many popular tourist destinations, including Italy's Cinque Terre. For whatever reason, we chose not to make reservations before the trip, which was a big mistake in August. When we arrived at the first of the five towns late one afternoon, we discovered that the entire town was booked (including any family floors we could potentially sleep on). So we hiked to the next town... which was also booked solid. As was the next. Ultimately we ended up sharing a picnic table on the cliffside trail halfway between towns, which was perched high above a very noisy nude beach. It certainly wasn't the most comfortable night, but thinking back on it always makes me chuckle. From my experience, letdowns due to unreasonably high expectations are a bit different from the random snafus and disappointments that can occur during travel. Failing to make a reservation in the Cinque Terre in high tourist season was a simple mistake we paid for. Traveling to a remote research station in the Amazon that biologists and wildlife experts had told me was "far better than Costa Rica for wildlife" and coming away crushed by a disappointing four days in which we saw a single lizard (and almost nothing else) is something different. My expectations for trips are usually derived from a combination of my own experiences and those of others. I go to Yellowstone every year, so it's easy to judge what makes for a good/fun/successful trip to the park nowadays, since I have a solid collection of past experiences to reference. But when I'm researching a new destination and read about the wonders one can possibly experience there, I naturally get excited. As I register more and more opinions telling me the same thing (e.g., "better than Costa Rica!"), my expectations are bolstered, leading to even greater potential for a letdown. So how do we manage expectations? Well, it's pretty hard to not want to research a place and learn about what's there. Without that research we wouldn't get excited enough about the place to even go there, right? So maybe it comes down in part to what your goals are and what's at stake. As a photographer, my travel fun is occasionally tempered by the fact that I have to come away from the experience with some tangible: photos, sometimes of certain subjects, and not just the memories we usually take away from a trip. But if you travel with less specific goals and a more open mind geared toward exploration and a bit of spontaneity, you're probably more likely to be able to "roll with the punches" and come away with some fun memories even from those occasional unplanned events.

My husband and I always planned our own trips, drawing on the advice of friends' past experiences and more recently, websites like Trip Advisor. We like seeing things from either a native's point of view (whenever we get an offer to visit someone who lives in another country we try to plan our trips around it), or by going a little off the beaten track and seeing what unexpected things we might happen across - little cafes, interesting views. But that has changed a bit now that we have children. Now, it's more important that we don't get lost, that we're near medical facilities if necessary, that we don't let language barriers keep us from finding a child-friendly place to stay. So we used CRE for a trip to Costa Rica with our 5 year old, and it was the best of both worlds, because it was so well planned and executed, we didn't have to worry about anything but enjoying ourselves, yet at the same time it was an authentic experience of Costa Rica, off the beaten track, and led by guides who made us feel like we were there visiting friends the whole time. I would be happy to use similar travel companies for future trips - as soon as our youngest is old enough to walk longer than 3 blocks without complaining!

Yes Patty, I agree that reading books about your next distination is a wonderful way to educate and enrich one's trip. The ancient and contemporary cultures in the world are ever-changing and complex. Even a small amount of background reading can help one make sense of the facts and impressions that one will see.

Hi Jan, I love your idea of travel as "like reading a book but one is living the part." My husband and I like to read books, fiction, or non-fiction, evocative of the places we are going to visit - it always adds to the experience to imagine what the author or his/her characters saw there. Willa Cather for New Mexico, Keats or Shelley for Northern England, Bill Bryson for hiking in New England, Jonathan Spence for China. Also, for places we've never been, great travel writing can put us there in our imaginations! I'd love to see a book discussion on this blog about books that have sparked an interest in a different culture or amplified a travel experience.

Once again, you've touched on some points that related to my recent not-so-successful Argentina trip. We went with a smaller less-publicized outfit mainly for their supposed history working with a successful wildlife photographer, thinking that they could cater a trip to our needs that would run smoothly. Unfortunately, things were not smooth. Several times during the trip vendors, hotels and agencies did not have any record that we had already paid for everything. They were used to working with larger outfits that operated on the voucher system (much as CRE does), whereas our small trip planning agency did all their reservations via email. While seemingly more practical in the 21st century, the email method obviously failed on many levels. So would a larger company have been a bit more competent? It's hard to say, but I have a feeling things would have been a bit better organized and less-stressful to deal with. Nobody wants to performance "maintenance" on their trip arrangements during the actual trip! As it turned out, the successful wildlife photographer these people had worked with in the past was the brother of one of the company owners, and ultimately, they failed to suggest and arrange an optimal itinerary for us. Perhaps with a few more tries and after they have more experience under their belts, they'll be able to work out the kinks and achieve greater success with future clients. Max

Alan, you make very good points. Advances in technology make it much easier to get information and use it to plan your own vacations. By the same token the advances in technology also makes it easier for us to share conversations as we are in this blog. Travelers can learn both the capabilities of the technology and make informed decisions when and when not to use professional travel services. Service providers can learn more about travelers wants and needs. You end you comment saying, “So, the tools are there for you to plan your entire trip on your own. The simple question is: Do you have the time to devote to research AND the confidence to plan your own trip?” To a great extent I agree. Time as I said in the post is a key determinant. Confidence combines trust and tolerance. I do think you left out goals. I read your blog with great interest. Though you never directly stated them, your goals for the trip are quite obvious, and clearly given your goals, your honeymoon was a great success, in part because of your savvy use of the available technology. On the other hand, had your goals been different, say achieve a deep understanding of Costa Rican culture or ecology, then the way you planned and arranged your honeymoon might have been different. Actually a lot of couples come to us for honeymoons and I must admit that a deep understanding of Costa Rican culture or ecology is not a very common goal for honeymooners. How them do we add value for honeymoon couples? It depends on the couple.

The World is a different place today than it was just a short time ago in the 90s ... technologically speaking. With the faster Internet connections, the ability to reduce calling costs using VoIP a/o Skype, and the affordability of navigating devices like Garmin, traveling is so much simpler. Take a moment and the following web page my wife and I put together after our trip to Costa Rica to explore, get married and celebrate our honeymoon: http://www.jazznsax.com/JustMarried/Karen_and_Alan_Got_Married.html This entire trip was arranged completely by us, mostly via the Internet, and with the freedom that a Garmin navigator empowered us to explore w/o getting lost - in the dark - on the way back from distant places. So, the tools are there for you to plan your entire trip on your own. The simple question is: Do you have the time to devote to research AND the confidence to plan your own trip?

Deciding whether to plan a trip independently or with the guidance of a professional company has depended in my experience on factors such as the destination, travel companions, and my stage in life (which has influenced how much money and time I have to travel). I have traveled independently and lived in western and eastern Europe, but have used the services of a travel company to trek in Nepal and explore the diverse eco-systems of Costa Rica. I really appreciated the services of CRE and the trekking company in Nepal. In these cases, I used their advice and booking service to plan a custom travel experience: to plan the itinerary, arrange transportation, lodging, and guides for myself and one other person. This is absolutely my favorite way to travel now. I feel that it facilitates communication with local people, fascinating cultural insights that an independent traveler may not pick up on, and in the case of Costa Rica, optimal opportunities to view the incredible wildlife and learn about rainforest and cloudforest environments - an experience that I found more amazing than the Himalaya. I would love to hear from other members of the blog about regionally based companies that provide the same quality of custom travel service as CRE, but in, for example, Mongolia, Bali, Patagonia, Iceland, Tasmania... Yes, travel is liberating in one sense, but I also travel to try to connect with local people and natural habitats, and often this involves unfamiliar boundaries where it is so valuable to have trusted guidance. P.S. I love the idea of sharing great reads in travel literature and fiction.

I love the breakdown of time, trust and tolerance when deciding on how best to plan a vacation! Because each adventure is different and the goals may be different, asking these 3 questions at the beginning of planning seems like an excellent way to go. May I also add that safety might be an issue depending on who is traveling and where. As a woman I find that I am treated very differently when I travel with my husband than when I travel with my girlfriend or another female. A woman alone may be perceived as "fair game" in certain situations. I will never forget the horror and embarrassment I experienced in Egypt once when an Egyptian man thought I was a prostitute at a touristy nightclub show (booked by our travel agent)because I was with my high school age daughter and we were not accompanied by a man. In retrospect, had we asked our guide to come with us, there would not have been a problem. The cultural conventions and mores, as well as the dangers of launching out on one's own should be taken into account when deciding whether to travel alone, plan on one's own, or travel with a guide.

LOL! Michael, I so appreciate your sharing that story - so stressful while living it, but funny in hindsight. The ability to see the ridiculousness of a situation is a great quality in a travel companion (and life partner). My husband and I planned for a hiking trip in Switzerland by buying thin raincoats with no rain pants, our New York logic being "It's August! We'll just be dayhiking! How bad can the weather get? And if it's raining, we just won't go hiking!" Of course, weather in the Alps is highly changeable, and we ended up hiking up a mountain in beautiful, clear skies, only to round a corner, and see something like smoke blowing over the ridge toward us. "What is that? Smoke?" No, clouds! And...HAIL. It was a bit nervewracking to be caught in a hailstorm, but when we got back down safe and sound and were eating fondue and drinking beers, we laughed with our friends at our naivete - now, "We just won't hike if it's raining!" is what we say to each other when we pack for trips (or at least, it's what I like to say as an excuse to cram everything I own into our luggage). :)

Hi Michael, Putting yourself in the customer's position, what would your expectations have been? Having to move once due to a flooded room might be written off as an unfortunate incident, but twice? Definitely an inconvenience that can put (pardon the pun) a damper on a vacation. Vacations, as you know, should be memorable in a good way, and not a bad way. And a bad hotel/lodge stay can shade the memories of an otherwise great trip. When your manager was told the dinner was not a suitable comp, he should have come up with something the guest could appreciated more. If he had, then you might not have gotten this letter. And the guest complained during the stay - he should not need to complain at checkout in order to further validate his discontent. However, now that you do have the letter, the question is whether you want this person to be a future guest or just write them off. If it's the former, I would have suggested offering either a $250 cash refund to make up for the multiple valid inconveniences, or a $500 credit against a future expedition/tour with your company. We had a reputable tour company offer the same sort of deal (X cash or 2X credit) as result of a very disorganized and disappointing trip we took a few years ago. We took the credit and applied it to a new tour later in the year, which exceeded our expectations, and then another one a year later, which was excellent as well. We would never have gone back without the incentive to do so, however. Anyhow, just my thoughts as a frequent traveler who has experienced his share of travel misfortune and delights alike. Give my regards to Yolanda! Jake Richter

We stayed at the lodge in February and everything was fine!We are going back in one month to other places but with costa rica expeditions. IF the facts are correct, I would have given the party a fifty percent discount. My reasoning is simple: what do i want these people to tell their friends? A free dinner is almost insulting although i know it wasn't ment to be. I hope our next visit is as good as the first one-if not-be sure I will let you know-but then again I hope it will be fine. Interestingly I just read the letter below, we are in complete agreement. I would suggest in cases like these your GM should call the President of CRE and get advise--the ONE thing which will keep your company in business is SERVICE.

It really doesn't matter whose story is more truthful the statistic facts remain that a disgruntled customer is likely to spread the worst news multiple times over than a happy customer who invariably says nothing. So I agree with the other comments that no matter what you should not get into a debate against the two sides and simply made amends by the maximum compensation.

I appreciate you taking the time to comment. I am going to wait to respond, so as to not influence the other comments. When all the comments are in I'll tell you how we responded to the guests and why.

I appreciate you taking the time to comment. I am going to wait to respond, so as to not influence the other comments. When all the comments are in I'll tell you how we responded to the guests and why. Yolanda returns your regards.

The disgruntled guest sounds totally reasonable and patient to me. I would have expected a minimum of one comp'd night, preferably two, for the two nights they had to suffer really quite intolerable conditions. It is critical, of course, that your hotel manager, or assistant manager when the manager is not on premises, be empowered and encouraged to make such decisions "on the spot" to do whatever it takes to make a guest happy. Timing is critical to the guest's experience. Getting a refund two weeks after returning home is better than nothing, but getting it on the spot transforms a negative experience into a positive one.

I appreciate you taking the time to comment. I am going to wait to respond, so as to not influence the other comments. When all the comments are in I'll use a post to tell you how we responded to the guests and and why .

Michael, first of all, the American River here in Placerville is flowing faster and higher than ever! Anyway, the manager of the lodge should have determined whether or not moving the guest to an adjacent room was appropriate considering water from a leaky roof can move horizontally. In this case it was not appropriate. Ceiling fans shorting and buzzing? Does maintenance not make a cursory periodic inspection? Had other guests complained about this? Many unanswered questions. It appears that the manager could have handled the situation more appropriately based on the information given. My solution? Give the guest one nights refund after a sincere apology, and one nights credit towards a future trip. It appears that the guest noticed that the lodge was having "catastrophic plumbing and electrical problems". Can it be determined why this has occured and take appropriate steps to prevent future occurances? I have only used CRE once, and had exemplary service and highly recommend you to anyone. Pat

I have to agree with the folks who have already indicated that the guests should have been offered a refund for at least one night and probably two. I think they have a very reasonable complaint. Having recently returned from a trip to Guatemala and Honduras for which I made all the arrangements myself I know how heavily I relied upon online rating services like Trip Advisor and Lonely Planet's Thorn Tree discussion boards to decide upon lodging and travel plans. While I often took some complaints with a grain of salt, other descriptions like the one from your unhappy guest might certainly sway me away from a hotel or lodge especially if it seemed the management was not especially concerned with the comfort and well-being of the guests. Fortunately for me, my two trips with CRE have been outstanding and our stay at Monteverde Lodge was excellent...but had I been an independent traveler with no guide to speak up for me in a situation like this I'd be plenty unhappy too.

I have to agree with the comments of those whose sympathies lie with the digruntled guest. One night of inconvenience could have been remedied with a couple of free drink and appetizers, but 2 nights calls for something more. The apology and compensation for one night should have taken place after the second night. However, since it didn't, a more generous apology is now necessary. I like Jake's idea of compensating the guest $250 for past inconvenience or $500 towards a future trip. I would also suggest crafting a very personal apology signed by the lodge manager or, even by Michael himself. The guest sounds as though he wants to like CRE and is open to being wooed back. Each day of a vacation is "precious" and having 2 nights spoiled is a real shame. While some travel companies would just write the incident off, I suspect CRE is interested in preserving its excellent reputation and in making amends for an unfortunate situation which was mishandled at the time.

Guests should have been offered a refund of one or two nights.I feel the person complaining was trying to be reasonable & not be "appalled & outraged". (Footnote : teenagers are often grossed-out by things! Anyone who goes to Costa Rica & gets upset at bugs...well..you get my drift.....)

What about laundry service at no extra charge and credit for one night on a future trip to Costa Rica at any of the company´s properties?

I would also vote at least for one night refund for sure. I would add, either a dinner or a refund on a next trip.

Since we're in the same business, we too occasionally get complaints. Some of them are for things which, though not the clients' fault, are certainly beyond anyone's control. But things went wrong, and someone should pay. Icelandic ash generated a good number of this category of complaint, and European airlines and tour operators are still feeling the fallout. Some complaints we get are the result of failures of our suppliers (airlines, hotels, providers of local services and excursions). But since we are the tour organiser (legally) we end up having to handle these. Some of of the coq-ups (as we say in Britain, although not spelled that way), regrettably, are our own. And once in a blue moon, we get a professional complainer. Nothing went wrong, but he wants money back. We've had about 3 of these in 30 years' trading. Generally, we take the view that almost no-one complains unless he has a valid reason. My view is that your dissatisfied client sounds reasonable, although nothing he says provides any evidence of his original premise: that those who simply buy accommodation are treated worse than those who buy "packages". Assuming that all the facts are correct, the client should have been offered, on the spot, a full refund for the "lost" night. Later, as soon as Michael became aware of the problem, a personal letter of apology would have certainly have made these clients feel special again. The fact that the clients declined (a less emotive word than refused) the offer of a meal (they already had plans), and paid without comment when they left (probably embarrassed) should not in this case detract from the seriousness of the complaint. If we had received this complaint (after the client returned home)we'd have probably had to offer more refund ("gesture of goodwill") and would certainly have sought assurances from the provider that all faults had been rectified. If the provider was new to us, we'd have "stopped sale" immediately. But, and here's the good bit, we almost never receive complaints about Costa Rica Expeditions' getting it wrong on the ground - CRE are exceptionally good at putting things right as soon as they go wrong. I wish I could say that with honesty about all our other Latin America suppliers. Chris Parrott, Journey Latin America, London

I travel over 100 nights annually with much of this for business and perhaps 10-15 personal leisure. While I am admittedly not a hospitality industry professional, I do think that I have insight based on experience. Value is proportionate on every service and every product. Therefore at a premium price, premium correlative value is to be expected and an excellent response to make things right is indicated. In my opinion, there should have been an automatic comp night given at check out - period. To endure even one night with conditions as described would have earned that as a minimum.

I think this just about sums it all up for me. I love the spelling of "coq-up".Both my husband & I were born in the UK & had a good laugh at this!

I'm a strong believer in self-planning. I know there must be altruistic travel agents out there, but I still think that commissions influence who/what they recommend. Why suggest a mom & pop B&B that doesn't pay a commission when they can be sure of getting a percentage from the Brand X chain? I always look at Trip Advisor, but I agree with Michael's comment that some advice is commercially motivated. I wrote Frommer guidebooks for ten years (Australia, New Zealand, and San Diego) and even though I am officialy a disgruntled former employee, I still buy and rely on their books. I liked planning our trip to Costa Rica with CRE because I had already done my homework and pretty much knew what I wanted - or thought I wanted. As it turned out, CRE's advise was excellent and we loved our guides who took us off the beaten path and simply couldn't have been more helpful. I'm currently writing "Authentic Luxury Travel," a blog for folks like me who believe that the Third World and Four Seasons are not mutually-exclusive http://www.elizabethhansen.net/AuthenticLuxuryTravelBlog/index.html

I am impressed with CRE's response to this problem and the very generous refund that was given to the guests who had been inconvenienced. This is the standard of service that has attracted many of us to CRE in the first place. While some people will go out of their way to acknowledge exceptional service, I tend to agree with Michelle that it's more often the disgruntled customer who goes to the trouble to write a letter. CRE took all the right steps in sending a personal response, explaining how the problem occurred and how it has been resolved, and in acknowledging the seriousness of the mistake by issuing a generous refund. In my opinion, the recent exchanges about complaints and how best to resolve them is useful for the insight it gives us as travelers. We are accustomed to viewing things from the perspective of the customer; we are now seeing the perspective of the host. I think it's interesting that the actual steps taken by CRE to resolve this problem were more magnanimous than the suggestions offered by most of us.

Having taken a private guided tour with the great guide Luis, I am amazed that these guests found anything to complain about. We had a wonderful time in Tortuguero(as on every journey we have taken with CRE), and having lunch in the home of a wonderful local lady was a highlight of our trip (as was our dinner at a private family-owned hot springs in Arenal). Re. flights, I have always been impressed with CRE's commitment to providing safety for guests and I feel these guests were given a flight that was at least as safe as the one they expected; perhaps someone at CRE could have explained better to these people the safety features offered by the type of plane they flew on, but it seems to me that CRE was very clear to the guests about what the trip would be like. These complaints do not seem at all justified. (I am also very put off by these guests' specification that they didn't want to interact with locals!!!)

Like Marcy, I was really struck by their requirement that they not have interactions with local people. I found it shocking in fact. Why on earth would you travel if you didn't want to interact with local people? That is part of the joy of travel and the only way to really learn about another culture. What a bizarre attitude. As for food poisoning, sometimes it just happens, and it isn't always out of carelessness in terms of food preparation. I got food poisoning in Bhutan last fall. I had a rough couple days, but I didn't blame it on the tour company, and I certainly didn't let it ruin my trip. I also dealt with altitude sickness when we hiked the Inca Trail, and again, I didn't blame it on the tour company or let it ruin my trip. Things don't always go as planned - it's what we call life, and I make the best of it rather than the worst of it. Some people are impossible to please, and I think those people should stay home.

After reading the complaint about not wanting to interact with the local people, my thoughts kept coming back to the reason for travel in the first place. You travel because you WANT to interact with the local people. Stay home and watch a travelogue video with home cooked food. Save the $ and hope that you don't get food poisoning from the ingredients. I got food poisoning from a mussel in a restaurant in Portland Oregon that I have gone to for years. I am not going to stop going there. Good for you for publishing this complaint. It just enforces why I travel. Pure adventure!

I find it hard to believe that someone did not like the food at Tortuguero. When we were there, the food at the Tortuguero Lodge was a highlight. We looked forward to each and every meal. All were creative, gourmet, and delicious, including the picnic meal during our boat ride in when we first arrived. The preparations for all meals seemed to be hygenic and sanitary. It seems as thought the plane issue could have been better explained to the guests, especially as to safety; however, if they were nervous about a small plane, I do not think the type would make a difference as long as the plane was relatively new and in good condition. I thnk apologies are enough in this case; there is no proof that food supplied by Costa Rica Expeditions made them sick and they were upgraded without charge to a better plane, albeit not one that they preferred. Perhaps an offer of a discount should they use your services in the future.

You identified the communication issues with your guests very well. What should you have done? For the plane, the explanation you just gave should have been given to your guests before hand so they felt comfortable when they saw the plane. I hope what you published here was enough to satisfy them. As for the meal, the statement on the itinerary is not deceptive, but it doesn't quite explain what the guests were doing for lunch. It should be worded "A home made Caribbean lunch in a private home...". This way the guests would have understood that they were not eating in in a restaurant and could have questioned that before hand. It will probably never be determined why they got sick, but if there are sanitary regulations for serving commercial meals in private homes, it should be investigated if they were being met in this case. The results should be shared with your guests. As a veteran of a CR Expeditions vacation I can say that they gave us a memorable and flawless trip. The fact that they are posting this complaint and asking for comments shows that they are honest and strive to create the best experience for their clients.

Once in a while, you have to get an arrogant and self-assertive customer just to remind you how pleasant the majority of your guest are. Single engine planes are safer than twins (twins are twice as likely to have engine failure); Tipico and soda meals can be far superior to "4-star gourmet" (I've become ill more often at 4-star restaurants than sodas), and there is no proof that the "family style meal" caused their illness. The doctor couldn't even be specific as to when it happened. I would apologize to them for the confusion, and state that as a courtesy, you will not charge them the extra $702 for the Grand Caravan.

Congratulations,Michael! Resolved in a kind, courteous & generous manner,using the golden rule : what you would have wanted yourself.And proving what a superior organization CRE is.You now have a loyal client for life. Nothing lowers a business/service,etc. more in my opinion than being told that it's all my fault ....this does happen .For example,we'll never buy Sony again because of that - having to battle to get fair service.Or willingly fly American Airlines! I must disagree with Michelle when she says that the happy customer invariably says nothing. I try to make a point of praising good service & making sure it's understood that I'll recommend the company/store/hotel,etc to friends & family. This includes seeking out the manager of a store to praise the teenage salesperson who is efficient & polite. Good service deserves quiet praise.

I am delighted we did not encounter the folks you describe in your example. Why would you visit a foreign locale and not want to experience the culture and the people? But I digress. I am afraid I must side with them on the matter of the aircraft. The Cessna, deemed more safe or not, was perceived by your customers as less safe and that frightened them. More, it appeared you made a unilateral decision and did not respect their wishes and you made them feel as if their fears were not your priority. Even if you know aircraft better, you made them feel unimportant and small. You should refund them the cost of that charter leg. I have flown over the Cordillera both with CRE and several times with the military and can believe how nerve wracking that might be to those who dislike small aircraft. Similarly, your company disregarded the customer's wishes for gourmet and elegant food. I would not have understood that a private homecooked meal meant a meal in a local home. I believe you violated their clearly stated wishes. I think you owe them an apology at least. As for their illness - stuff happens. The food may have caused this reaction or it might have been from the flight into Costa Rica or the water in the airport, or it might just have happened. Folks get sick - and when you travel it happens a lot. I would say that is what travel insurance is for - and Pepto! Just my opinion. BTW: I found the meals at Corcovado to be homecooked, in a fashion, with guests sharing food homestyle out of common serving bowls. (A real great experience by the way - very enjoyable.) The meals at Tortugera were much fancier and served at private tables and could have been found in a four star restaurant. We liked Corcovado better..... John

Dear Michael I don't fully agree with Michelle comment that happy costumers say nothing. I also think that savvy travelers don't necessary discard a resort because of some negative comments. We have stayed all over the world with young kids. I have read many negatives comments on hotels in Europe and South America because of inpatient and uneducated travelers that don't do their homework on the local costumes and expect the rest of the world to fit the American way .I do however take into consideration how a resort resolves a valid complaint. We had the privilege to stay at Monteverde Lodge in October during slow season. Promptly left positive comments on trip advisor from the resort computer. We will be back in Costa Rica this October stopping in Monteverde again. I commend your commitment and respect to the local people and your guests. Thank you for preserving and maintaining the true feeling of Costa Rica. Lia, Irvine CA

I am not sure I follow all of the issues but I do know that I found the food to be of a good standard at Tortuga Lodge and that everyone I came into contact with related to CRE had an explemary understanding of all the elements of customer care. There is presumably the risk of getting sick in any country - I travel to the US frequently (I am fromt the UK) and was sick on my last visit to New York. Should I therefore question the standards of US citizens and US hygiene as a result? For me and my family everything went more than smoothly, we found the staff and services offered by CRE (and more generally in Costa Rica) to our satisfation and will gladly return to this beautiful and friendly country.

Michael... Over the past ten or so years my wife and I, on occasion with other family members or friends we have invited to join us on a Costa Rica experience - have had the pleasure of staying at Tortuga Lodge (5 times) Monteverde Lodge (3 tikmes) Corcovado (what an enjoyable and scenic location) and have never given a thought to suffering from a food induced illness. True, Corcovado dining was a little less "exotic" than the other locations, but the joy of the location more than made up for a very minor disappointment. My guess is that the folks whose complaint you have patiently surfaced,are what some may call "ugly Americans who complain about everything - no matter hwat! they are certainly not seasoned travelers. I'm amazed that with their comfort demands and obvious lack of respect for local cultures, that they chose to tour Costa Rica. Unfortunately, on our many trips, including your "specials" we had hoped at some point to meet you, but it never happened. Let me say thank you anyway for guiding us through an amazing country and arranging our trip to your, as well as other facilities. We hope to visit again, perhaps some time this fall.

It would seem the people involved in this complaint were inconvenienced and it seems some sort of compensation was appropriate. Having said that, nothing gets my blood boiling more than this idea that because a disgruntled customer will spread bad press to a business everyone who has complaint should be placated. The customer is not always right. There are people out there who are professional complainers, I have met them. What they do is increase the cost for the rest of us reasonable people. They are bullies and should be stood up to. When I look at reviews on a site like tripadvisor and see a business where most of the reviews are 4 and 5 and there are a few 1s I know what is going on. Someone had the guts to stand up to a whiner and a bully. Len Prins

There are three issues here: 1. Clients' specific request for gourmet meals and for no interaction with locals. 2. Clients' request for a 2-engine aircraft and not a 1-engine one. 3. Illness (stomach upset I presume - sick means "vomiting" in UK, but means "unwell" in US) which marred the clients' enjoyment of remainder of tour. The client makes a specific link, prompted by a doctor, between issues 1 and 3. CRE accepts that a private homemade meal in a Caribbean home was a mistake - and contradicted the clients' specific requests both regarding meals and no interaction with locals. CRE aslo accepts that a mechanical fault in the 2-engine craft meant that the clients(I think for one flight) were provided with what they had specically requested not to have - indeed the client believed he had opted to pay more, and says the issue was one of safety. [It's not clear me to how many clients there were - the opening sentence says "both", but they were put on a 12-passenger plane instead of the 7-passenger one they'd paid for. If they were just two, then cost is clearly not a consideration, but clients state that safety is. Did they say this at booking, or in retrospect?] We are not told whether the rationale for substitution of the plane ("an upgrade") was explained clearly to the clients at the time. eg If a client had requested simple rustic accommodation, a 5-star hotel is not an upgrade. Gourmet food? In my experience, food at both Tortuga and Monteverde is excellent, but I wouldn't describe it as gourmet. I can't see the time-line here, and don't know whether the clients ate any food other than that provided by CRE, directly or indirectly. When did the doctor examine them? At Rincon de la Vieja, or in San Jose, or back in the USA? Not enough info to judge. But the client doesn't say food-poisoning, although many of your commentators do. A breakdown in hygiene isn't necessarily attributable to what the clients ate. They may each have touched something, or each other, which caused them both to be ill. (Slight pause here as I watch Contador and Schleck finish at the top of the Tourmalet - Schleck takes it by a wheel). On balance, with the information we've got, I'm undecided whether CRE can be blamed for the clients' illness. I'd offer a sincere apology for the change of plane for reasons beyonds CRE's control, and for the apparent lack of explanation. I'd offer an apology and a payment as a gesture of goodwill for the not-clearly-specified illness, and the specifically unwanted interaction with the locals. I don't know how long the illness lasted, nor indeed where the clients ate in the 48 hours preceding its onset. By the way, it's not for us to judge why the clients did not want interaction with local people. So overall, I don't think it's a more complex case, but it's much more difficult to judge what CRE should do, or what the clients are expecting. I wait with bated breath to hear what the outcome was Chris Parrott, Journey Latin America

In your letter I would have restated that the aircraft supplied was safer than the King Air. It really isn't about the number of engines, it is about safety. The illness may have been caused by food, but not bad food. When we were there my wife had several issues with her stomach. We didn't chalk it up to bad food, just getting used to different food. It is a common problem in her family. In fact, her sister ended up in a hospital on one vacation and never felt the need to blame anyone for it. These things happen. Because you have not received a response it says something about them and how serious they are really taking these concerns. One last comment, and I may be out of place here. When corresponding with a dissatisfied client, it is a good idea to have someone read over your letter to make sure the grammar and wording is correct. In cases like this it is very important. I also want to state again that, like many many others, CRE provided Vivian and I with an absolutely perfect trip to Costa Rica. Your staff and facilities could not have been better! - Rich

Morning Michael, yes, it was (is) difficult to call this one without getting more of a feel for the nature of the client. Natalie's reply is courteous and very comprehensive. The clients' lack of response to her at the very least is discourteous. Costa Rica Expeditions have honestly admitted that an error was made as far as the meal in private house and interaction with locals was concerned - clients had clearly expressed in advance that they didn't want this. Refunding the cost of this meal/excursion would be fine if it had gone wrong in some way, but a straight refund is probably insufficient where they actually said they didn't want it in the first place. Clients had also clearly expressed a wish not to travel in a single-engined aircraft, and explained why, and were prepared to pay extra for this privilege. That they ended up in a single-engine plane was unavoidable (force majeure) if the excursion was to go ahead. Leaving aside whether the explanation was handled properly, at this point clients had two options: 1. Accept the substitution, despite their misgivings ("that's alright"). 2. Refuse it, and ask for refund of what the whole excursion had cost them. Since it was force majeure, this would have been the limit of Costa Rica Expedition's liability - but CRE might also have offered a goodwill gesture of paying for an another excursion which didn't involve a flight. They chose option 1 - they consumed the product. A gesture of goodwill (a payment), if the explanation of the circumstances at the time hadn't been handled well, might be suitable here. However, I think a sincere apology and and full explanation (even though after the event)would be reasonable. Natalie did this. Stomach upsets are a notoriously difficult - we've all had them, at home, abroad, and when apprehensive. The only time in my life when I've been able to pinpoint a meal leading to my severe indisposition - you probably don't need more info - was in Bolivia 25 years ago. And I knew when I was actually eating (half) the meal. As I believe you say in US, s**t happens. Very easy to say all this at a dispassionate distance of course. I wonder what the clients will say? CP

Hey Mike ! When I traveled with CRE a few years ago I had no problems, except I slipped and fell and injured my right leg. That was not your fault , so tell the complainers to suck it up and move on. Ray Rusnak-----one happy camper.

We had an amazing experience in Costa Rica, all thanks to CRE. Specifically in regards to the questionnaires and our interactions with personal guides and drivers. After reading the complaint letters, it is my opinion that the complainant 1) did not communicate well in advance or during the trip their likes and dislikes, and 2) is the type of person who would never be satisfied under any circumstance. For those reasons, it is likely pointless to ask them to understand your position or thought process. Keep up the good work and we'll be going back soon!

Hi Michael, I think this is a case of someone who will NEVER be satisfied. It's my opinion that CRE is probably not the first company that's had complaints from these people nor will you be the last. I know this does not help solve the problem but I think that no matter what you do, these people will always want more. We are headed back in early 2011 for our fourth visit with a group of friends in tow to bird with Charlie & Nino and can hardly wait! CRE has always given good value for the dollar, IMHO.

Dear Michael, I seem to have missed this post. I think you did the best you could. Some people are scared of flying in a small plane.If it were just that,I'd feel well-disposed towards them.It's the demanding gourmet food & no contact with local people that I find really strange.I came to the conclusion that these must be people who believe their money can buy anything. I would suggest that next time they come to Costa Rica,they remain at The Four Seasons resort where rich & famous people stay.(The manager there is a nice guy & not a local - I used to teach him in Montreal.) Even there,however,it's possible to get sick I imagine - that's life. Just as it's a fact of life that some people will never,ever be pleased.A bit sad, really.....

My experience is these type of disputes are a matter of perspective. In your responses you address this as "understanding the clients reasoning" the reasoning / perspective was clear in their request for "no interaction with locals" and "elegant" "gourmet" meals. These two comments shed light on the clients perspective of who what and how they (the client) are made happy or satisfied. Happiness and quality of experience is delivered to them from the outside not their own personal internal responibility. All the explanations and compensation you offer will never "make this better" unless the client allows themself to accept being happy with the situation. My perspective is that delivering the correct response according to the client, even if impossible (King Air flying on Gods breath) would be insufficient. Where did they think they were going when being transported to a "locals" home for a meal? A private supper club ?They should have spoken up then so a change could be made. The failure in your organization was one of communication. Easy to say but very difficult to accomplish in your de-centralized service delivery system. As you are aware the face of CRE are the employees and subcontractors that deliver the service. Communication with them during a dynamic day can be difficult. For clients like L and E, the people that are the face of CRE were just there to deliver their happiness. They give little value to the people that are working to please them, except that they provided the fulfillment and happiness they seek. Author and CEO Coach Marshall Goldsmith (What Got You Here Will Not Get You There) learned that the secret of his success in coaching is picking the right client. The secret to CRE success is picking the right people to be the face of CRE. Perhaps the next step is to, once in a while, say no to the wrong client. CRE is about experiencing CR it's splendor and its people.

One of the prerequisites for travel to locations that are off the beaten path is the need for flexibility. In fact, some travel companies emphasize this in the literature sent to clients prior to a trip. Does CRE issue any sort of advisory of this nature to its clients? Clearly these particular guests would have been much happier traveling to a location in which the unexpected was unlikely and the opportunity to enjoy an authentic experience was not a priority, or even of passing interest. One wonders why they chose the destinations that they did. However, at this point, I think there is no way to please these clients. Short of offering them a blanket refund, which is entirely inappropriate, I think they will remain dissatisfied. CRE has invested time and energy in attempting to address these issues all to no avail. It's time to let it go, in my opinion. However, in the future, I think that CRE should state in the itinerary that they will do their best to provide the services requested but that they reserve the right to substitute planes (or whatever else needs to be substituted) should an unforeseen problem arise.

Robert, Thanks for the kind words. At present we plan to be out of the country from around September 15 to around October 15. Other than that we'll be in country all fall. When you make the booking, please make it clear the you would like to meet and will do my best to get together.

A good point about Booking Conditions - if you have to fall back on them, you've probably got a problem already. Even so, Booking Conditions work both ways. They protect the Tour Organiser, but also the client too - "This is what we promise we will do". But Michael's right, if a client feels he has been short-changed in some way, the last thing he wants is some smart-a*s* saying "May I refer you to clause 2.3.3 of our Terms". I confess to having done this in the past. Lawyers also tell us never actually to admit liability, in case the client seizes this as an opportunity to take us to the cleaners. But (so far) I've never found this to be the case. If you get it wrong, coming clean from the start wins you friends - and a complaint handled well will create a client who "champions" your company even more than one who simply had a great holiday. CP

Hi Michael, I think that your explanation goes beyond what is necessary to show that you are deeply concerned about providing fair and honest service to your clients. My wife and I have traveled all around the world numerous times and we do so knowing that there are risks of getting sick, delayed, hurt or even killed. Accidents and acts of god do happen. My wife and I have gotten sick, hurt, delayed, have been through numerous hurricanes, tornadoes, etc. Most events go with the territory and we do not need to read a contract to know that you go at your own risk and traveler beware. An entire industry called " Insurance " is based around just such catastrophes. You can get sick at home or in your local restaurant. When you travel you risks are increased tremendously and if your not willing to accept that then Don't Travel. I myself have gotten as sick as a dog in Cancun, Mexico. The Doctor that treated me said that it could have been a very clean restaurant yet a fly landing on the food could have contaminated it. How can you expect anyone to prevent that. If anyone is at fault it probably was the fly. I think I am going to demand that the fly gives me my money back. As a savvy traveler you must have heard of Montezuma's Revenge and warnings not to drink the water. I am sick and tired of people who think that everyone should pay for the risks we take upon ourselves. I agree that someone should be held liable when someone is purposely careless or criminal. Knowing that you are in a business that requires satisfied customers it would be obvious that you would never put your clients in a situation that would not have their best interest in mind. My wife and I have rental property in one of the most beautiful resorts in the world. We also try to please our clients to no end. Yet, out of every 50 clients you will get one who wants a discount, free night, money back etc. because the weather wasn't sunny or they did not enjoy their meal at one of the local restaurants, or their child got sick eating a snail or a bicycle had a flat tire. Many of these mishaps are unpreventable and have not been done on purpose. However, many renters will work around them and a few will do nothing but complain and blame everyone. To those few I wish them luck and thank whomever that they may not want to come back. Some people expect you to be God. We do everything possible to give our renters the best vacation possible. Some you can never please and you have to write off. When traveling, especially in remote parts of the world you can not expect to have the airline schedules and health department inspections you have at home. Weather and Maintenance of equipment can change your plans instantly and has very little to do with someone being at fault. What is more important to me is, " Has the tour company or hosts done their best to make the uncomfortable situation as best as they can within their control"? I think you have and that you do not have to beg for forgiveness for something that is beyond that scope. You have been kind enough to offer an apology and compensation to try and be fare. I do not believe that any sane individual would fault you at your attempt. You offer a great travel service and I would never hesitate to use it again. Do not lose sleep over the occasional mishap that is beyond your control. Good Luck, Richard and Rose Walsh

Hi Michael, As usual, your comments bring everything together and make the most sense! Not to belabor the point, but I just wanted to clarify something I said in my comments--when I suggested including a sort of disclaimer about adventure travel in the itinerary, I meant actually include it in the section where you list the day-by-day activities for the guest, not in the section of Terms and Conditions. You are so right--people barely read that part. I have received printed itineraries in which there are gentle reminders about the sometimes inconsistent nature of travel in out-of-the-way places. These reminders usually recommend going into the trip with the understanding that I'm "not in Kansas anymore" and to expect some bumps along the road. I never cease to marvel at CRE's dedication to taking the high road in each and every circumstance. Okay, on to the next topic!

Ah, the joys of customer service... in this case before they were even customers to boot. I have to admit that I'm fortunate that the closest I come to situations like this is when dealing with an occasional finicky design or photography client. Those instances are few and far between though, as I hope they are for you guys. It obviously takes the right mindset and a bit of patience to handle situations like this, and I think CRE's responses were appropriate. I especially like that the person complaining about canned emails received a very lengthy personalized response about "canned vs. personalized" emails... :) In both cases it certainly seems to be a blessing that they never responded. Max

Case #2 was the first person ever to complain about the canned response. So Natalie had to write a personalized response in or to---well---respond. Hopefully she "canned" it and stored it away for a rainy day.

Wow! I am very impressed with your responses to these prospective guests - so very courteous, informative and professional. I wish I could articulate myself so clearly. Do you ever respond by telephone to people like this? (or to complaints?) The reason I ask is that I find that written messages can easily get misinterpreted without the benefit of tone, inflection and the ability to immediately seek clarification about meaning or concerns. Your first prospective guest might just be uneducated about the tropics and insects. It almost sounds like there might have been a specific incident with bugs in a hotel in the past which might not even have applied here. If they had gotten a phone call or a request to be more specific about their concerns, I wonder if they might have turned out to be reasonable guests. At least their message was not hostile. Phone calls can be cumbersome...I suppose it depends on how badly you need the business. The second prospective guest sounds like they might have been a nightmare to deal with had they turned into customers. I am curious though as to whether they received info about 8-10 day trips rather than 4-5 day ones that might have been a contributing factor to their hostility? Natalie's response does not address that aspect of their email. After reading your response, perhaps the prospective guest realized how unreasonable they were being and was too embarrassed to respond.... Your trip planning templates were fine by me...I found that the service got more personalized as we got into details. Nadya and I started with more canned itineraries and then worked together to create exactly what I wanted. I'm sure the info you send tell prospective guests this? Cheryl

Two points on this topic...The first is related to the canned response or "recycling" itineraries. There is a fine line between providing "the already invented wheel", (which is why you use a specialty operator in the first place- they know the destination!) and really hearing a clients personal needs. In my own case I had a very upscale travel operator, award winning in service to her destination, (this was the owner I dealt with)send me an itinerary with a destination (in a multi destination trip) that I had specifically requested we not visit. I had explained to her on the phone we were traveling with young teens and that particular destination was a no go for us because I wasn't convinced of its security, and it did in fact get much worse before we departed. I was disappointed enough about not being heard that I really felt I could not spend upwards of 40 grand for our party and feel comfortable working with this person. Another less known but excellent provider to this region eventually put together exactly the trip we asked for, and after taking the trip, we marveled at how perfect it was for us. So there is that fine line! My second point is the allure of "any customer is a good customer". I would think one of the advantages to being a specialty tour operator who puts together the kind of wonderful high end experiences Michaels company does, is that you really get a reputation and that will bring repeat and w.o.m. business. Therefore it is so important not to accept a client who will bad mouth your company mainly because the trip/destination was not a match for the client. Or fill your properties with guests who turn off the guests you hope will repeat. Again a personal example...we had planned a trip to Africa for sometime and decided to splurge and stay with one of the best known conservation camp operators (not in SA) because we felt it was important to put our money where our mouth was and we wanted a serene and personalized experience. Unfortunately, that operator decided to "cash in" on the recent World Cup event, accepting guests (and accomodating them with World Cup TV tents) who were not a good fit for what I understood and read in their literature to be their ethic of conservation; quiet and respectful appreciation of the wildlife and natives. I won't get into details, but lets just say that our experience was hampered by guests who showed up with vuvzelas, dripping with diamonds but no camera or binoculars in prisitne, off the grid camps that advertise the peacefulness of the environment. Companies cannot have it both ways, and we were left with a very bad impression, even though the rest of the trip and their properties and service were near perfect. I might have gone away feeling very loyal to this company and always returning to it (the way I will return to CRE), but I am left with a bad taste and the possibility of exploring other camps next time. SO I think there is merit to this idea that the client and the destination/trip need to mesh, and as the destination expert it is in your best interest to insure you do not end up with 1- bad word of mouth from the mismatched client and 2-disappointment with the mix of folks on your trips on the part of the client you'd like to keep. Hope my personal experiences shed some light from the other perspective! I enjoy your discussions and thoughtful examination of how to improve customer service!

I agree with others that CRE is probably well rid of both these potential customers, the first because they would have inevitably stumbled across bugs (maybe they had never before visited a tropical country, or the southern US, or in fact anywhere on Earth?), and the second because anyone who would complain about Nadya's first email would have complained about everything. I disagree with Cheryl's suggestion that a phone call from CRE would have helped the situation. I work with publishers in other countries who, now that there is Skype, would prefer to communicate with me by telephone rather than email. I refuse to do this because I have found that if problems develop between two people who have communicated by phone instead of in writing, a "he said, she said" wrangle will be the result (unless, of course, someone records the conversations). When I have traveled with CRE, I have been thrilled to receive incredibly detailed information, prompt answers to all my questions, and some personal comments from travel planners, all conveniently written in emails that I can keep.

As a former flight attendant for TWA, I have been very interested in the Slater case. TWA's policy was that in a situation in which a passenger was harrassing a flight attendant, the captain should be contacted and he (or she, nowadays) was the ultimate authority regarding whether the plane should be met by security personnel upon landing. Unfortunately, this policy relied completely on the discretion of the individual pilots. Some of them were quite supportive of the flight attendants and would come back into the cabin from the cockpit to deal with unruly passengers. Others couldn't have cared less. I think it all boils down to mutual respect between employer and employee. The rules themselves can be more flexible in a small company, where the employer is able to be personally involved. In larger companies, rules which protect both the employee and the customer need to be established. My life as a flight attendant would have been much easier if I could trust that I would have "back up" should a passenger get nasty with me. And passengeres did--I often had to bluff my way through it. I suppose the most important first step in avoiding this sort of disaster is an efficient and thorough interviewing process before hiring. If the employee is going to be faced with irate customers on a regular basis, a very patient personality is more important than if the job requires sitting in an office and not dealing with the public. I also think that employees (especially in the airlines) are worked to the point of exhaustion which invites a meltdown. Sufficient vacation time is vital for maintaining fresh and enthusiastic employees.

I think that anyone who feels the need to walk out on their job because the conditions have reached their personal tolerance limit should be able to do so. Even in a tough job market, one needs to hold true to ones own sense of self worth.

Michael, what a great case story, and dialogue with Jet Blue -- and best of all your analysis of what matters, why, and what to do about it. Fascinating and valuable regardless of context. - Ron

I do not think you are jumping to unfair conclusions. Reading those emails alarm bells go off for me and I am not in the travel business.

I'd say your full responses met every point and fairly. If the customer comes across as a 'bully' in temperament, it seems appropriate to deal with them as one would with any other bully: firmly and with plain talk. To do otherwise leaves you in the (unenviable and unnecessary) position of servile attendant - not that of confident, knowledgeable, leader-guide. Untenable. That's not what any of us want, including the 'bullies' - only they don't know it.

I think # 1 might not have been English-speaking,& so came across sounding a bit stiff.However, your answer was spot on. #2 raised my hackles! I found the letter insulting ,questioning as it did the professionalism of CRE,& asking for uniquely composed letters.Are your employees expected to sit down with a Thesaurus so that each message is different? I cannot fathom why a person wouldn't see that such a letter would be offensive.I liked your reply- the fact that you were not pleased was conveyed politely but firmly. Glad they didn't come !

Michael, In these two cases CRE was NOT jumping to unfair conclusions! I won't write an epistle as others have already done that. This is short and to the point. To expect a vacation in a tropical rain forest area without insects is totally unreasonable. The letter Natalie wrote to the second case study is masterful. She deserves a gold medal for it! And I hope it was retained in your computer bank. In my opinion, CRE is better off without these guests. They would have definitely been a thorn in your side. More than likely, they are the type that are never satisfied. There seem to be more and more of those people in our world.... pity, isn't it? Thanks for giving me the opportunity to express myself. We love coming to CR with CRE. I would not think of using another company and certainly not a guide other than our beloved brother, Charlie!