Lessons learned in Australia

My husband and I consider ourselves experienced travelers, and I thought I had gone over our itinerary with a fine-toothed comb, but there were a few glitches on our Oct. 12-26, 2013, trip to Australia that I might have been able to avoid.

My advice to others is (1) read all travel documents very carefully to make sure you know what is planned each day, (2) make sure you know what arrangements, if any, have been made for your transfers from dock to hotel to airport and (3) if an agency makes your hotel reservations, check to see that you haven’t been given a more expensive room than you really need.

We planned a trip to Australia through Travel2 (El Segundo, CA; 888/410-5770). The arrangements cost a total of $9,298, which included the coach to the pier, the ferry to Kangaroo Island (off the coast of Adelaide, South Australia), two nights there and a one-day tour, the flight back to Adelaide, two nights on the Ghan train (including excursions to Alice Springs Desert Park and Katherine Gorge), two nights at the DoubleTree Esplanade in the Northern Territory, a 3-day tour to Kakadu and Arnhem Land (with two nights at the Gagudju Crocodile Holiday Inn) and transfer to the Darwin airport. 

We were picked up from our hotel in Adelaide at 6:15 a.m. and taken to the port, where we caught the 9 a.m. ferry.

When we arrived at Penneshaw, Kangaroo Island, many people from the ferry were directed to a coach for a tour. No one seemed to know how we were supposed to get to our hotel, but eventually the computer was checked and a helpful person flagged down that same coach, which dropped us off at the Kangaroo Island Seafront Hotel (49 North Terrace, Penneshaw).

My first mistake was not scheduling that tour. I don’t know why that option wasn’t suggested to us by Travel2. Usually, we have no trouble entertaining ourselves, but Penneshaw is a VERY small town with little to do. 

There was an icy wind, but we walked to the visitors’ center and back and went to the one interesting shop. There was no public transportation, so we couldn’t take a bus to another part of the island, and, because of age and infirmities, I didn’t want to rent a car.

The hotel was listed as 4-star and was perfectly pleasant (although the wind whistled around the courtyard and sounded like someone practicing operatic arias!). The restaurant was open only for breakfast. 

We played cards, napped, read, walked back to the little museum, which opened mid-afternoon, went to the old Penneshaw Hotel across the street and played pool, then had a decent dinner. But it really was a pretty much wasted day and I wish we had been on the tour.

The next day there was an excellent tour operated by SeaLink Travel Group (phone +61 8 8202 8688, fax 8202 8686). It included the Emu Ridge Eucalyptus Distillery, the Kangaroo Island Wildlife Park, Hanson Bay Wildlife Sanctuary (where I held a baby kangaroo!), Injalak Arts & Crafts Center, Remarkable Rocks and a water cruise with an Aboriginal guide. 

On the third day we again had nothing to do, and I discovered that there was no transfer to the airport included in my package. That cost another $90, which, had it been included, I probably would have paid for anyway, but I thought it should have been part of the package. Travel2 has apologized to us.

After flying back to Adelaide from Kangaroo Island, we boarded the Ghan, on which we spent two nights traveling to Darwin in the Northern Territory. 

The DoubleTree by Hilton Hotel Esplanade Darwin (116 The Esplanade, Darwin; doubletree3.hilton.com) was very nice. We were given a 2-story suite, which really wasn’t very practical since we didn’t want to lug our suitcases up 12 steps to the bedroom area.

I have since discovered that we were upgraded to this room because of my complaints about the tour in Kangaroo Island. I would have preferred a standard room.

We went on an excellent 3-day trip to Kakadu National Park and Arnhem Land operated by AAT Kings (866/240-1659). We stayed at the Gagudju Crocodile Holiday Inn (1 Flinders Street, Jabiru, Kakadu National Park, N.T.), the layout of which looks like a crocodile.

By the way, it was 44°C (111°F) and humid in Darwin. That is HOT, but we look back on the trip as a wonderful experience.

ANNE ADAMS HELMS

Corral de Tierra, CA

ITN emailed a copy of the above letter to Travel2 (customers@travel2-us.com) and received the following in response.

Thank you for allowing us the opportunity to respond to the letter from Anne Adams Helms.

We very much appreciate the feedback we received on the Helms’ experience and we want to ensure ITN readers that we take these concerns seriously. This feedback has been relayed to our team of travel advisors so they can ensure that our clients are informed of all the options available to them when they arrive at their vacation destinations. 

It’s important our advisors understand the likes and dislikes of our customers and also that they make sure they review the itinerary in detail with the customers before they depart, to be sure they are familiar with the arrangements that have been made on their behalf. This would include instructions for transfers as well as more details on their destination. For example, if it’s a small town, we need to advise the clients of that and provide alternative options, such as day touring.

Travel2 is an experienced provider of vacations to the South Pacific, including Australia, New Zealand, Fiji, Tahiti, Cook Islands and Asia. We work with many travel agents across North America in planning for each of their clients the “trip of a lifetime.”

We offer a vast array of itineraries with opportunities for all levels of customization. To anyone planning a vacation, it is important to discuss with your travel agent your preferences as well as any limitations you may have due to age and ability, and, of course, review your itinerary prior to travel to ensure that details, such as transfers, have been organized.

Our travel advisors are exceptionally well trained and knowledgeable about the destinations we sell. However, we do appreciate any critique of the tours or experiences we have helped plan for our clients. We regret that the Helmses were dissatisfied with portions of their tour on Kangaroo Island, and their comments are being used to evaluate our service and the products and knowledge we provide to our customers.

JUSTINE COOPER, Vice President — Marketing, Stella Travel Services USA, Inc., 300 N. Continental Blvd., Ste. 350, El Segundo, CA 90245