When we booked our family vacation to Portugal, I envisioned sun-soaked days exploring cobblestone streets, savoring delicious food, and capturing memories of a lifetime with my husband and three kids (anyone who has traveled with young kids knows that this would never be the reality, but it doesn’t hurt to dream). Two weeks away from our busy lives—what could go wrong? My husband and I spent hours reading reviews, crafting the perfect itinerary, and booking what I thought were the best places to stay and things to do. But as with most things in life, reality had a way of sneaking in some unexpected surprises.
Lesson 1: Reviews Are Still Relevant
The trouble started a week before our flight from Toronto to Lisbon when I was double-checking our itinerary. We had confidently booked a serviced apartment in old Lisbon on Expedia months prior. The rating for the property on Expedia was an 8.8 and there were no recent negative reviews posted there.
When I Googled the property, I came across a slew of recent reviews on other sites, specifically Google and TripAdvisor. As I scrolled the reviews, my anxiety increased with each complaint: noisy street traffic, paper-thin walls, a tiny shower, and a neighborhood that felt more shady than charming. The worst of it, though, was the warnings of bed bugs. I said to my husband, we can’t stay at this property, but after trying to cancel for a refund citing negative reviews, both through Expedia and directly through the property, we were stuck. We had to either book another property or proceed with our stay and hope the reviews weren’t true.
Unfortunately, the hotel lived up to every negative review. We barely slept as footsteps from the room above were constant throughout the night. The mattress felt like a lumpy collection of springs and misery, and the noise from the street below was a relentless soundtrack to our sleepless nights. We tried to stay positive, but by the morning of checkout, my worst fear materialized—a small insect on our bed sheet that we quickly realized was, indeed, a bed bug.
The reviews were all right.
We were reminded that reviews are still very relevant. There is a discrepancy between reviews and ratings on different websites and not taking the time to compare reviews across multiple sites can have a significant impact on your travel experience.
Lesson 2: Group Tours Are Still Disconnected
Lisbon was bustling with tourists, and everywhere we turned, there were groups led by flag-waving guides, shuttling people from one landmark to the next. We chose to explore the city on our own and using the hop-on-hop-off bus which is the easiest way to see a city with kids in tow. As we traveled from site to site, we couldn’t help observing the flurry of group tours, often stressed and disconnected.
One evening, we dined on a patio, enjoying traditional Portuguese food. At the next table, two German tour guides sat, grabbing a quick bite as their group of about 30 travelers settled into two large tables nearby to enjoy their meal, which appeared to be quite rushed.
As the meal ended, the guides stood up, calling for the group to gather and depart to the next destination on their tour itinerary. As the group departed with one of the guides, a couple was left behind—the wife nervously waiting for her husband, who had gone to the restroom. When he emerged, the second guide rushed them, herding them quickly back to the group. The couple, visibly stressed, hurried off, trying to catch up.
Watching this scenario unfold brought to life the precise challenge that Tour Experience Management solves. The tour group had paid to experience Portugal and dreamed of an easy, enjoyable tour experience, but to me, this tour seemed like a logistical operation. It was a stark reminder that group tours, despite their convenience, often miss the mark on creating a personal and relaxing tour experience. Tour Experience Management technology exists to improve these tours—to keep travelers connected both to guides and each other, to provide personalized itineraries, and to eliminate these types of stressful moments, but it was clear that wasn’t happening here.
Lesson 3: Unique, Thoughtful Local Experiences Are Priceless
By the end of our trip, we craved something authentic and special—something that wasn’t in the guidebooks. For our final night, we booked a stay on a houseboat in Lisbon’s Tagus Marina. From the moment we stepped aboard, it felt special, personal, and unique. The boat was immaculately clean, modern, and trendy, with a rooftop hammock and chairs that offered a stunning view of the city lights. The kids’ faces lit up as they explored every corner of our floating home.
To top it off, the kitchenette was thoughtfully stocked with local beer, wine, and snacks, creating the perfect setting for a cozy evening on the water. The next morning, a picnic basket was delivered to our doorstep, complete with a checkered tablecloth, fresh pastries, fruit, and juice. We laid out breakfast on the deck and enjoyed the peacefulness of the river, the kids excitedly naming the ducks as they swam by the boat.
It was exactly the kind of experience we were seeking. It was personal, it was thoughtful, and it was something none of us would ever forget. To bring the story full circle, our positive experience was perfectly aligned with the many 5-star reviews that stated they wished they had booked more nights.
The Takeaway for Tour Operators
Coming home from Portugal, we brought back more than just memories; we gained valuable lessons about what truly matters in travel. Reviews do matter, and travelers trust them to guide their decisions. Ignoring them can turn a dream vacation into a nightmare. Group tours, while efficient, often lack the personal touch that turns sightseeing into meaningful exploration. Technology exists to enhance these experiences. Yet, so often, it’s left unused. Most importantly, unique, thoughtful, and local experiences have a profound impact.
It’s not just about the sights you see but how you feel while you’re there.
Travel experiences are everything.