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Good concept of self-guided hike - Poor communication
Do It Madeira的点评
点评：We booked 25 Fontes & Risco Levada for Dec 4, 2023 well in advance of our arrival in Funchal. To our greatest disappointment, the hike was cancelled overnight before the day of the hike due to the driver falling ill unexpectedly.
I fully understand that illness can happen anytime, and hope that the driver had recovered well. My 2* rating is about poor communication and non-responsiveness from Do-it-Madeira. As a client, I expect to receive timely information. On the contrary, I had to “chase” Logan for information several times on the day before without having a definite answer about GO or NO-GO.
This is what Do-It-Madeira posted on their website and on my booking confirmation:
The day before the hike and, as soon as all guests location is confirmed, the exact pick up time will be sent, through WhatsApp (or email). Other information will also be sent, such has a digital map, weather forecast and what to bring.
In our case, NOTHING was received the day before. I waited until the afternoon to contact Logan. She sounded “lukewarm” and “vague” whether the hike is a go or no-go. She mentioned that exact pickup time will be confirmed LATER likely between 6:00-6:40am. NO digital map, NO weather info…
I waited until 9pm . Still NO digital map, NO weather info. I texted Logan again. NO answer.
We went to bed early and woke up at 5am to get ready. Then I saw a text from Logan, sent past midnight, saying that the hike was cancelled due to the driver’s sudden severe illness. No other driver was available.
We did receive a full refund. However this does not change our opinion about the non-responsiveness of Do-it-Madeira
I fully understand that illness can happen anytime, and hope that the driver had recovered well. My 2* rating is about poor communication and non-responsiveness from Do-it-Madeira. As a client, I expect to receive timely information. On the contrary, I had to “chase” Logan for information several times on the day before without having a definite answer about GO or NO-GO.
This is what Do-It-Madeira posted on their website and on my booking confirmation:
The day before the hike and, as soon as all guests location is confirmed, the exact pick up time will be sent, through WhatsApp (or email). Other information will also be sent, such has a digital map, weather forecast and what to bring.
In our case, NOTHING was received the day before. I waited until the afternoon to contact Logan. She sounded “lukewarm” and “vague” whether the hike is a go or no-go. She mentioned that exact pickup time will be confirmed LATER likely between 6:00-6:40am. NO digital map, NO weather info…
I waited until 9pm . Still NO digital map, NO weather info. I texted Logan again. NO answer.
We went to bed early and woke up at 5am to get ready. Then I saw a text from Logan, sent past midnight, saying that the hike was cancelled due to the driver’s sudden severe illness. No other driver was available.
We did receive a full refund. However this does not change our opinion about the non-responsiveness of Do-it-Madeira
翻译：我们在抵达丰沙尔之前就预订了 2023 年 12 月 4 日的 25 Fontes & Risco Levada。令我们最失望的是，由于司机意外生病，徒步旅行在徒步旅行前一天晚上被取消。
我深知疾病随时可能发生，希望司机早日康复。我的 2 星评级是关于 Do-it-Madeira 的沟通不畅和无响应。作为客户，我希望收到及时的信息。相反，我前一天不得不多次“追”Logan询问信息，却没有得到关于GO或NO-GO的明确答案。
这是 Do-It-Madeira 在他们的网站和我的预订确认信上发布的内容：
徒步前一天，一旦确认所有客人的位置，我们将通过 WhatsApp（或电子邮件）发送确切的接载时间。其他信息也会被发送，例如数字地图、天气预报以及需要携带的物品。
就我们而言，前一天什么也没有收到。我等到下午才联系洛根。无论这次徒步旅行是去还是不去，她听起来都“冷淡”且“含糊其辞”。她提到，确切的接载时间将在稍后确认，可能在上午 6:00 至 6:40 之间。没有数字地图，没有天气信息……
我一直等到晚上九点。仍然没有数字地图，没有天气信息。我再次给洛根发短信。没有答案。
我们很早就睡觉了，早上5点就起床准备。然后我看到洛根午夜过后发来的一条短信，说由于司机突发重病，徒步旅行被取消。没有其他司机可用。
我们确实收到了全额退款。然而，这并没有改变我们对 Do-it-Madeira 没有回应的看法
我深知疾病随时可能发生，希望司机早日康复。我的 2 星评级是关于 Do-it-Madeira 的沟通不畅和无响应。作为客户，我希望收到及时的信息。相反，我前一天不得不多次“追”Logan询问信息，却没有得到关于GO或NO-GO的明确答案。
这是 Do-It-Madeira 在他们的网站和我的预订确认信上发布的内容：
徒步前一天，一旦确认所有客人的位置，我们将通过 WhatsApp（或电子邮件）发送确切的接载时间。其他信息也会被发送，例如数字地图、天气预报以及需要携带的物品。
就我们而言，前一天什么也没有收到。我等到下午才联系洛根。无论这次徒步旅行是去还是不去，她听起来都“冷淡”且“含糊其辞”。她提到，确切的接载时间将在稍后确认，可能在上午 6:00 至 6:40 之间。没有数字地图，没有天气信息……
我一直等到晚上九点。仍然没有数字地图，没有天气信息。我再次给洛根发短信。没有答案。
我们很早就睡觉了，早上5点就起床准备。然后我看到洛根午夜过后发来的一条短信，说由于司机突发重病，徒步旅行被取消。没有其他司机可用。
我们确实收到了全额退款。然而，这并没有改变我们对 Do-it-Madeira 没有回应的看法
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