My family and I travelled on Insight's Best of Italy tour departing 12th June 2009. Due to flight constraint we had to extend another night at the end of the tour and we thought it was wise to stay on at the same hotel Insight had placed us in.

It was clear things were not right the moment we arrived at Aran Mantegna Hotel. For some unknown reasons the driveway to the hotel entrance was closed. We had to alight at a side road and walk down a slippery track, carrying our hand luggages, unsheltered, IN THE RAIN. Was I glad we did not have expensive shopping in paper bags.

Upon checking in we discovered the business centre was not yet ready and so was the swimming pool. Obviously the hotel is only 70%
operational.

The knowledge and service attitude of the counter staffs also leave much to be desired. When we enquired about outlet shopping they had no idea what we were talking about. When we finally found details about Castel Romano from the Internet we needed their help to call to arrange for shuttle transfer. We were told that we can call ourselves from the room, or they can dial the number for us and we talk to them
directly. Only after explaining that even if we had spoken Italian, or the other party spoke English, we would still require full name and
address and directions to the hotel, did the staff grudgingly made the call for us.

When I enquired a restaurant recommended to me, the staff simply replied she knew nothing about it. She made no efforts to look up for it, or tried to make other recommendations, as I would have expected from a hotel.

The number on my hotel room was falling off and nobody bothered with it for the 3 days I was there. (not that it bothers me but it shows the kind of service attitude)

While I am disappointed and upset I accepted the fact that it was part of a package. However I feel really cheated that I paid a full rate
for such standard of accomodation for my extension night.

This unhappy experience prompted me to reflect on the entire tour and I regretted having put in neutral to good comments on the feedback
form. The accomodations provided were mediocre at best except for one or two. The included meals were pathetic. I suspect due to poor
business conditions amidst the current recession, Insight has cut some corners to save cost in order to increase margin, so as to compensate for other parts of the business. If true, it bodes badly for the future of the company as I am sure you will lose your leadership posiiton in quality and luxurious tour. I had paid premium to join your tour trusting quality and reputation of Insight but has come out feeling shortchanged.

To top it off, we were offered arrangement for transfers to the airport on our departure that were supposed to be cheaper. Instead we ended up paying 50 euro for an 1 hour trip, enroute to picking up other travellers from other hotels, being stuck in traffic congestion
unnecessarily, when we could have taken a taxi direct in 20 mins and 40 euro.

One bad experience is enough to erase all my previous good memories with Insight.

I would not have aired this out in open but my complaint email to Insight kept returning with failed delivery.

Had a quick look at the hotel on TripAdvisor and the reviews seems to be generally very good or excellent which is no real help to you. I take it you complained to the hotel about their lack of help and difficulties. Did the problems arise on the extra night or during your tour stay and if the latter what did the TD say about them? It's a pity the hotel was changed from the Sheraton - the position of which isn't great but it is a chain hotel and was fine when I stayed there a couple of years ago.

I always check whether I can book a hotel cheaper through other means before I pay Insight's rate - generally I can but not always. Same with the transfers - I check the web; read the Bulletin Board; ask my travel agent; and sometimes email the hotel and then decide.

I do find it rather odd that if you were unhappy about the tour you didn't express that on the feedback form - how was Insight to know you were disatisfied with the 'mediocre accomodation' and 'pathetic food' if you didn't tell them?

Colleen I had the same thought, you really need to say what you feel on the feedback forms otherwise how can improvements be made. I am unclear when you stayed at the hotel was that prior or post tour?? Lots of us stay pre tour at the tour hotel for convenience and to get a day to relax after the flight. I was absolutely happy with my Insight Tour last year and would recommend them to anyone. Pitty more people don't come to the BB before their tours and find out some helpful hints.

The hotel was post tour. We had booked with Insight as the original was Sheraton. When they changed we did not have enough time to bother with checking and booking on our own. It is just outrageous to charge full rate for a hotel that is not ready to do business.

As for the feedback, I gave Insight the benefit of doubt by ticking average for accomodation and food. And I did comment on the remarks column about the food. Think my wife was less kind and gave a really negative feedback.

Sorry your experience was not to your expectations. We are going on Best of Italy in Sept 09. We did Italian Escapade with Insight in 2006 and it was truly wonderful. Now reading your comments I'm nervous again because our friends are joining us this year based solely on our past experiences with Insight which were great.

To keep the costs down we decided to do Best of Italy this time with 5 extra days on our own in Rome before the tour. (We rented an apartment, much cheaper)

Can you tell me if the actual touring part was up to your expectations? On our past tour we thought the bus was truly 1st class. And did you do any of the optionals, and if so, would you reccommend any as "must do's".

What were your favorite/least favorite hotels on the trip? How was your tour guide?

Thanks for any info you can share and I hope in time that the good memories of Italy outshine the bad hotel experience.

Thanks,
Kathie

quote:

Originally posted by Clarence Chan:
My family and I travelled on Insight's Best of Italy tour departing 12th June 2009......
It was clear things were not right the moment we arrived at Aran Mantegna Hotel.......

One bad experience is enough to erase all my previous good memories with Insight.

I would not have aired this out in open but my complaint email to Insight kept returning with failed delivery.

Your ability to describe your negative experience with INSIGHT, and, moreover, your control over expressing those emotions is to be commended.

Although several BB members offered their sentiments regarding several precautions you could have exercised, either before, or following your tour, to, perhaps alleviate those (unexpected) pitfalls, I contend that most, if not all of the scenarios you encountered could have, and should have, been handled (seamlessly) by your Tour Director. That is a part of their responsibility. Moreover, the burden should not be placed on the Traveler to serve as the "Communicator" in bringing all of these negative experiences to the attention of either the TD, or INSIGHT. One of the most difficult aspects of the TD's job is to be continually intuitive, and to be pro-active by reaching out via Cell Phone to all of the support people along the route to confirm that all is in-place. If not, then the TD is to ensure that the details are in-place and up to INSIGHT's standards. That is what you are paying for; not touring and enjoying "by exception".

Additionally, having BB members provide you with a myriad of contingency plans for having you avoid those bad experiences is of no consolation; the TD should have done it for you, and your fellow travelers, beforehand.

TRAVLINCPL

Of course the TD should be pro-active (though not psychic - if one doesn't raise an issue then it is difficult to guess there's a problem) but it seems that the main complaint about the hotel was during the extra stay. To be honest having looked up the hotel on Trip Advisor the vast majority of comments are very good so it doesn't seem to be one of those hotels you get warned about when on tour.

Clearly, the experiences that the Chan family encountered centered about the inability of the Aran Mantegna Hotel to complete their new construction, implement, and put into place the proper staffing, address all of the outstanding Punch-List items, and have, in place, their own contingency plan, to accept and serve guests during the physical completion of the hotel, if, in fact, it was there decision to remain open during this time frame.

Inconveniences to travelers due to new hotel construction and renovation occur all of the time in this business. The solution is a simple one which we use prior to booking any hotel, resort, or the like. We simply make certain that we question management and have them indicate if there is any on-going construction, renovation, or the like, which we should be aware of. Most often than not, we then book elsewhere. No crystal balls involved, and something INSIGHT should have done much earlier and then make the necessary alternate arrangements. This would be an example of INSIGHT being pro-active at its' best.

Should Insight have used the hotel - probably not but, as you say, lots of hotels have ongoing renovations while people stay. Certainly on tours I have been on Insight have used hotels which have not been totally acceptable and they don't always acknowledge this though TDs worth their salt tend to warn about various issues which may arise and do their best to use their crystal ball to head problems off. At no point during the piece has the reaction of the TD been mentioned and having complained to the hotel about the issues raised I would then have talked to the TD.

quote:

Originally posted by KathieR:

..... We are going on Best of Italy in Sept 09. We did Italian Escapade with Insight in 2006 and it was truly wonderful.

To keep the costs down we decided to do Best of Italy this time with 5 extra days on our own in Rome before the tour. (We rented an apartment, much cheaper)

Thanks,

Kathie

Kathie:

Great idea to arrange for an apartment. Is it located in Rome? Just think, you will be able to take Breakfast, Lunch, and Dinner anywhere you want, partaking of the best Fare anywhere. We all know about the hotel food. All of the meals we had in Rome, Venice, etc. on our own were simply wonderful.

Although you already did Italian Escapade, if you have an opportunity, I urge you to read our Tour Tale. Look for TRAVLINCPL, The Best of Italy, around page 3 or 4 of the Tour Tales. I think it would be helpful. Let me know.

Have a wonderful journey.

TRAVLINCPL