Riviera Travel River Cruises has announced its new Riviera Vacation Guarantee, which is designed to give travel advisors confidence when booking clients and provide travelers with added peace of mind.
“Travel advisors put their trust in us every time they recommend our brand to a client, and we take that responsibility seriously,” said Stuart Milan, president of North America, Riviera Travel River Cruises.
“While certain circumstances that can impact a traveler’s plans may be beyond our control, how we respond is not,” added Milan.
“Our new Vacation Guarantee is about giving travel advisors and their clients the confidence that in an unexpected event, they’ll receive proactive communication, clear choices and the fast, personal support they deserve.”
Under the Riviera Vacation Guarantee, travelers whose itineraries are changed before departure will have three options:
- Continue with the revised itinerary and receive a goodwill gesture, such as a future travel credit
- Reschedule the same vacation for the following year at the original year’s price; or
- Cancel and receive a full refund processed within seven days.
Riviera said in a press release that it will personally contact travel advisors to explain any changes, outline available options and provide support throughout the process.
The guarantee is built around five key commitments: If a significant itinerary change occurs, Riviera’s team will contact travel advisors to explain the situation, discuss options and provide ongoing support until the matter is resolved.
If significant changes are required before departure, clients can continue with a revised itinerary and receive a goodwill gesture, reschedule the same vacation for the following year at the original price or cancel for a full refund processed within seven days.
If Riviera determines it cannot deliver the vacation experience guests expect due to significant disruptions, the company will cancel the departure rather than proceed with an experience that falls short of its standard.
Should disruptions occur during a vacation, Riviera’s Cruise Directors, Hosts and Tour Managers will be available in person to communicate changes, answer questions and identify the best possible solutions.
Riviera added that it monitors 52 river gauges daily to track water levels and identify potential itinerary impacts well ahead of departure.
Travelers receive updates 14 and seven days before their cruise, followed by personal communication no later than 72 hours before departure if changes are anticipated, allowing them to make informed decisions about their travel plans.
