If we were just reviewing the Israeli staff, we would give 5 stars. However, the actions of the US staff diminished the rating. The Israeli staff hired by Pilgrim Tours was exceptional. Our guide, Katherine, was passionate about her topics of discussion, knowledgeable, talented, and compassionate. She made our tour such a joy; it was both an inspirational and thought-provoking learning experience. Likewise, our guide in Bethlehem, Lahdo, was excellent. He went above and beyond to help those in our group who had mobility issues see the places we visited in comfort. Our bus driver, Bassam, was also a blessing to our group. Besides being an excellent driver who could impressively navigate the large bus through very tight places, he was knowledgeable of the area and helped us find the best places to enter our sites so everyone was able to participate.
On the other hand, our experience with the US staff at Pilgrim tours was a "Comedy of Errors" at best, and frustratingly incompetent at worst. Many mistakes were made and misinformation given by employees of Pilgrim. I will highlight some here. For a detailed review, go to this Google Doc. bit.ly/42KpbLf The price of our tour was raised $100 at the time our final payment was due. We were told this was because they no longer honor the discount for early booking when you have a group going. This cost several in our group a $100 penalty when they had to cancel the tour. If you have a group, we recommend waiting until the final payment deadline to book in case you need to cancel. We received a lot of conflicting information regarding this fee. The travel advisor, Lori, said we didn't need to pay the extra $100, but another employee said we did.
Other mistakes involved errors with booking transfers and errors with the instructions given for tip money we were asked to carry for them. The quality of hotels was VERY low-end. Many in our group had more serious issues with our final hotel, the Leonardo Jerusalem. Problems ranged from bed bugs to drainage issues. The thermostat in our room didn't work. The average temp in the room was 64 degrees F. When we asked for help we were told to turn off the unit when we were cold, and turn it on when we were hot. We did this all night long for 5 days. The elevators didn't work part of the time we were there. Our room was dirty, dusty and moldy. Others in our group said theirs was the same.
We will not choose Pilgrim Tours again for any future travel. If you choose Pilgrim, be prepared for changes in price and watch very closely whenever they send documents to check for mistakes. And you might want to request a different hotel than the Leonardo in Jerusalem. read more