Tag Archives: Travel

Rest Assured, Guest Services 24/7

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Here is a different look inside Guest Services at Barcelo Maya Palace Deluxe, which is just one of the many resorts we offer. I recently stayed at Barcelo Maya Palace Deluxe and had the opportunity to interview the Manager of Guest Services, Andrea Gonzalas. This was a great way to see how a resort handles client issues. Andrea personally explained to me the order of operations for Customer Care in Resort. More specifically, how Guests Services is available 24 hours a day, 7 days a week with a team of dedicated representatives that are able to tend to any need or resolve any concern.  Here are the top questions I asked…

MB: How does the Guest Services department communicate with our Apple Vacations Representatives in resort, if there is a customer concern? 

AG: Most times, if there is a customer concern, the guest will first contact the Apple Representative. The Apple Representative will work directly with our Guest Services department in coming to a resolution.  However, if the concern is first brought to Guest Services, our Guests Services department then contacts the Apple Representative to advise of the client situation and how the client situation was solved. We always communicate with our Apple Representatives to ensure our guests concerns are always addressed.  We follow up with a courtesy call to any guest who may contact our Guests Service department, to ensure the guest is completely satisfied.  Guest satisfaction is our goal!

MB: What is the escalation path if there is a client concern?

AG: Guests Services department is called first, and most times Guest Services is able to solve any concern brought to our attention.  The first and most important step if there is a customer concern is to contact Guests Services or the Apple Representative on resort.  Waiting to express any concern after a guest returns home makes it difficult for Guests Services to resolve any issues.

I think there is nothing more comforting than having a friendly and knowledgeable staff that will help make your stay unforgettable. If you are in resort and feel something is not being delivered as promised, make sure you speak up while in resort so you can experience the Apple Vacation you dreamed of!

Traveling with Baby

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img_2929Sr. Marketing Manager Ali Gerakaris is a new mom and dragged her family with her on her first post-baby business trip.  Here are her thoughts:

I am lucky enough to travel for business to some amazing destinations.  My first post-baby work trip was 9 months after the birth of my daughter, and I was reluctant to leave her at home.  My husband had some available vacation days, and we decided to make a family vacation of it.  Now that the trip is behind me, and hindsight being 20/20, here are a few tips for traveling with an infant on an airplane:

  1. Buy her a seat on the airplane and bring her FAA-approved car seat (it will say so on the side).  Yes, she’ll end up on your lap eventually, but when you both need your space, it’s there.  Plus, the car seat gave her enough of a boost that she could look out the window or around the aircraft and keep herself entertained.  She even fell asleep, and I was able to relax myself.  For our family, this was the best money we spent the whole trip!
  2. When they call for families and people traveling with children for pre-boarding, take advantage of it.  It was so nice to be able to install the car seat and make sure our bags were stowed without feeling like we were inconveniencing everyone else trying to board.  There was no stress at all, and the baby got to watch everyone else walk past our row.  This is a very fun activity for a 9-month-old!
  3. Bring a bottle for the flight’s ascent and descent.  She was so busy eating, she didn’t notice that her ears were adjusting for altitude.
  4. Don’t forget the snacks!  My favorite travel snacks are pouches of pureed fruit from Ella’s Kitchen (www.ellaskitchen.com).  The pouches are easy to pack, you don’t need a spoon and you can’t break them like a normal jar of baby food.  (*DISCLAIMER: when we traveled, the pouches were allowed by the TSA.  Your mileage may vary.).
  5. Pack a few new toys or toys you haven’t played with in a while.  When I brought out a book she hadn’t seen before, it bought us a half hour of time.

I had a pretty good idea of how the baby was going to behave on the airplane.  She’s generally laid back, exceptionally observant and gets antsy if I don’t anticipate her schedule.  By laying out a plan of action for the airplane, I was able to make sure her vacation got off to a good start.  Most importantly, our fellow passengers weren’t bothered either.  We did not want to be THAT family on the plane!

Secret Shopper FAQ

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We have gotten many questions on the Secret Shopper Program, so here is a little FAQ blog on the program.

What is Apple Vacations’ Secret Shopper program?
At Apple Vacations, we pride ourselves on outstanding service and product.  While we use Vacation Satisfaction Questionnaires as our standard in customer feedback, we now want to take it to another level. We are looking for Secret Shoppers, actual participants that consist of past, present, and future customers, who will report on their complete vacation experience.

Airlines, hotels, excursion operators and rental car companies all know that Apple Vacations is serious about the quality of its product and services. Unbiased consumer feedback will be brought to the attention of these partners to help maintain their quality control.

Can I be a Secret Shopper?
The application window for 2010/2011 Secret Shoppers is currently closed.  Keep an eye out on Facebook and twitter — when the program opens again later this year, we’ll announce it there. Continue reading →

USA3000 Airlines

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airport-and-now-0061Flying to Cancun on USA3000 Airlines last week I had a realization – The flights on USA3000 Airlines to Mexico & The Caribbean are quite unique. Everyone is going on vacation. There are no “business” travelers going from point A to point B and back. Everyone is going somewhere to have a good time: a destination wedding, a family vacation, a weekend girls getaway, a golf trip or a romantic vacation – just to name a few. Because of this, the attitude of the passengers is so much more fun than a normal flight. The flight crew also tries to make the experience much more fun than a regular flight. The flight crew was excellent on my recent trip to Cancun.

On our flight the captain often communicated with the passengers – even simple things about how long to get to our vacation destination and what time we would arrive (so we could plan what time we would be on the beach!) The crew even played “the dollar game.” …Read More & Watch Video!>>

Travel Tips for Winter Vacations!

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Traveling to Mexico & The Caribbean is awesome in the winter! Nothing beats leaving the cold and snow behind and stepping off the plan into the warm sunshine. It is a great feeling to call home on a warm balmy night, when your toes are in the sand and a drink is in hand, and hearing chattering teeth on the other end! I wanted to provide a few important tips for traveling in the winter.

1 – When making the booking ALWAYS provide Apple Vacations and your travel agent a correct phone number. This is in case we need to reach you the day of, or day before your flight. A cell # is best. For example if you are leaving on a Sunday, don’t leave your work number, if you are not going to be there after Friday. Apple Vacations does not ask for your number for any type of solicitations, only official use.

2 – Always call the number on your tickets or E-Docs before you leave for the airport to ensure there are no weather delays.   Continue reading →