Galiwonders Review 2

A business is only as good as it treats its clients. Are they anything beyond a $€ symbol? If no, then they build a wall of policies and hide behind them. If yes, then policies have a place but they are mindful of the fact that the client is not protected by any such policies. Galiwonders is of the former variety.

We live in the US and were going to be in Italy riding motorcycles before heading to the Camino, and had some luggage. But Galiwonders (GW) have a strict POLICY of 17kg/person for baggage. Extra bag €8/day, calculated precisely. Fair enough, we did our best to reduce it but were reluctant to eliminate riding security such as helmets. So I requested the hotel near the airport of arrival and departure to store our extra luggage for 8 days while we did the Camino. Going by my interactions w GW I expected them to say no, or at least charge me. But they were agreeable for no extra charge and helped me book a taxi from the airport. I felt like a valued customer. No POLICY quoted to me.

We were scheduled to get to our Camino starting location on September 11th from Italy, but I broke my wrist on September 10th and needed realignment followed by a closed cast. I wouldn’t have been allowed to fly after that due to risks associated with pressure changes, and letting it go untreated till after the Camino was going to cause permanent damage. So, I had no choice but to cancel my Camino walk which had taken months of planning and prep. We flew back home on 11th, and by 12th evening had realignment and a splint on my arm. It’s my right wrist and I’m right-handed. Typing this review w my left hand is tough but this is important.

I told Giulia of the situation right away, and she responded next morning after the weekend saying there would be no refund. I requested consideration like a credit instead of refund due to medical emergency, and the boss Chiara responded saying no, you should have bought insurance. Meaning - it’s not my problem. For all their fancy looking website and the fun photos and intros of the team, the business philosophy misses the customer relations mark by a mile!

In a similar situation on my first trip to Rome, my son got sick the day before our tour to Pompeii and Mt. Vesuvius and we were not able to go. I requested a refund AFTER the tour was over and they agreed to it. I gave them a 5-star rating even though I have no idea how the actual tour was.

I’m angry w GW but at the same time hopeful that they will try to improve on their customer service standards. I won’t be recommending them to anyone. They can buy some drinks with my money while they figure out the losses incurred from trading away goodwill.