Maribor and Styria Tour with Wine Tasting

We thoroughly enjoyed our day out with Slovenia Explorer guide Nina. It was a good trip. On our way We saw 12th century Monastery which was really good. We stopped at Slovenskia Koniceze and the cute little town and it was well worth it Maribor was exceptional. We had our lunch there and did 3 hour walking tour including looking at the square, post office with its history during the war, 400 year old wine tree, 300 year old wine cellar which was amazing.

While the tour itself was generally enjoyable, my overall experience with this company was significantly undermined by what I perceived as unprofessional conduct by one of the guides and, subsequently, by the company's complete failure to address a legitimate customer complaint. During our return journey from the Maribor tour, the other participant requested to be dropped off directly at her hotel rather than at the designated drop-off point. The guide initially responded ambiguously, stating that she would "see." As we approached the city centre, the participant made the request again, at which point the guide appeared to discreetly signal her approval while seemingly attempting to avoid being observed by my wife and me. To be clear, my concern is not about the designated pick-up and drop-off arrangements. I fully understand that these are established operational procedures and apply equally to all tour participants. We were staying at City Hotel, which was also the designated drop-off point, so the arrangement posed no inconvenience to us whatsoever. The issue is the apparent inconsistency in the treatment of customers. If exceptions are to be granted, they should be applied transparently and fairly to all participants. The guide's actions created a clear impression of preferential treatment towards one customer while other participants (my wife, child & me) were expected to adhere to the standard arrangements. Such behaviour raises legitimate questions regarding fairness, professionalism, and the standards of customer service promoted by the company. What made the situation even more disappointing was the guide's apparent attempt to communicate approval discreetly rather than openly explaining the decision. This created the impression that the guide herself recognised the inconsistency of the arrangement. As a customer, I found this conduct both unprofessional and unnecessary. Following the tour, I formally contacted the company requesting an explanation regarding the guide's conduct and clarification of the customer service standards expected of its staff. Despite allowing ample time for a response, I received neither an acknowledgment nor any substantive reply. The complete absence of communication is perhaps even more concerning than the original incident itself. When customers take the time to raise concerns in a respectful and constructive manner, the minimum expectation is an acknowledgment and an indication that the matter will be investigated. Ignoring customer complaints demonstrates a troubling lack of professionalism, accountability, and respect for customers. The company's failure to respond has only reinforced my concerns regarding its commitment to customer service. Whether the guide's actions were appropriate or not, a professional organisation should be capable of explaining its policies, addressing customer concerns, and treating complaints seriously. Based on my experience, I was left with the impression that customer concerns are not valued once payment has been received. While others may have different experiences, I found both the handling of the incident and the subsequent lack of response to be deeply disappointing and inconsistent with the standards one would reasonably expect from a professional tourism operator operating within the European Union. I sincerely hope the company reviews both its customer service practices and its complaint-handling procedures, as these aspects significantly influence the overall customer experience and reputation of any tourism business.