What A Disappointment.
Whenever I write a review of an experience, I force myself to wait a day to let the experience sink in. I want to give myself a chance to be sure that the way I felt walking away remains the same after reflection. I have to say that 24 hours after the end of my Inside Lisbon (tour group) Sintra and Cascais Small Group Tour from Lisbon, my initial sense of anger and disappointment is just as strong as it was throughout the trip. It's a shame, because the tour was highly recommended, has solid reviews, and followed a terrific itinerary.
Before I get into the details I want to make clear that neither the itinerary nor the weather played a role in my negative feelings about the trip. Every spot on the tour was well-worth seeing and enjoyable, and though things were definitely 'dampened' by the rainy day, we had checked the forecast for our trip before we left the United States, and had known a week ahead that the day set aside for the Sintra trip was going to be wet. We built rain into our plan and expectations, and were appropriately dressed and equipped.
So, what was the problem? The guide. 100% of the problem was the guide. He started off on the wrong foot before he even arrived. We were told that the trip would begin at 9:00 a.m. and instructed to be at the meeting point 15 minutes ahead of that time -- we were there at 8:40. We stood among a group of about 40 other tourists waiting for a variety of tours, and waited as one-by-one, guides appeared, called client names, and drove off. Our guide did not arrive on the scene until 9:15. We had actually begun looking online for alternative plans because it seemed so apparent that he was not going to show up at all. He did not apologize for his lateness, and when he walked us to the van it was not fully prepared for guests. A child's booster seat had to be removed and stowed, and once we were all in the van he sat and fiddled around for another 10 minutes, dismissing concerns about the time by saying that it didn't matter because the palace did not open until 10:00 anyway.
His initial lateness was a constant rather than an exception. During the 8-hour day, there was only one time that he was actually waiting for us at the time that he had promised. Every other time, we would arrive at a site, he'd tell us what time to be back at a meeting spot or at the van, and then he wasn't there and we had to wait for him - in the rain. Again, we were prepared for rain, but it was absurd for seven of us to have to repeatedly stand and wait for him to arrive. It was also absurd that whenever we would arrive at a site, he would make us get out of the van and stand outside in the rain to hear instructions or directions instead of providing them inside the van where he had parked. That happened at every single site too.
Finally, we were a mixed group - half Spanish speaking and half English speaking. Though he assured us at the outset that he would be communicating everything to all of us, he was only true to his word for the first segment of the trip. After we had completed our tour of the castle, things went downhill and stayed there. He would speak extensively in one or the other language, then never repeat or translate what he had just said unless asked to do so. We are English speaking, and know enough Spanish words to be aware that there were things that one group was being told and the other wasn't. We missed many explanations of what we were passing- and the Spanish-speaking guests were also asking for translations after he spoke only in English.
We have taken all types of tours, all over the world. We generally find that tour guides are not only well informed, but also engaging - and in circumstances like bad weather, they generally work to find a silver lining and make things more comfortable or convenient. Though I have no doubt as to this guide's knowledge of what he was showing us, his overall effort at being 'personal' was to ask each of us where we were from in the first 5 minutes of the drive. Beyond that, he kept pointing out that the weather was going to keep the day from being as enjoyable as it might be, thus setting a self-fulfilling gloomy tone.
The whole thing was a shame, because the sites themselves are well worth seeing, no matter what the weather. Unfortunately, we found ourselves wishing that we had taken a train or shuttle and done the whole thing on our own. We would not have seen as much, but would have been a lot less frustrated and stressed. read more