06/03/2026
I recently had the privilege of being selected to join a Kensington Tours educational trip alongside fellow travel advisors. These trips allow us to explore destinations firsthand, learn what’s new, discover emerging experiences, and better understand how to match clients with the right journeys.
From the moment we arrived, Kensington treated us exactly as they would any VIP client. I’ve trusted Kensington with client trips to Japan, Spain, Mexico, Vancouver, and the Philippines, and I’m currently working with them on Switzerland and Greece itineraries. Time and again, my clients return raving about the service, exceptional hotels, and especially the local guides and drivers, who consistently receive the highest praise.
Why do I continue to use Kensington? Consistency.
But on this trip, I witnessed something even more important: how they handle the unexpected.
One of our advisors suffered a fall while rushing through a connecting airport. Like many travelers, her only thought was, “I need to make my connection.” By the time she arrived in Greece, she could barely walk. A visit to the hospital confirmed a fractured kneecap, and she was placed in a knee brace with strict instructions not to bend her leg.
While some parts of the itinerary might have been manageable with a wheelchair, many experiences—including food walking tours and navigating the steps of the Acropolis—were simply not possible.
What happened next was remarkable.
Within hours, Kensington arranged a larger room with a stunning Acropolis-view balcony. When she couldn’t join the city tour, they brought the guide to her balcony and conducted a personalized version of the experience from there, pointing out landmarks and sharing the history from her unique vantage point.
As the rest of us participated in the food tours, we brought samples from each stop back to her room so she could still experience the flavors and learn about each culinary tradition alongside us.
Meanwhile, Kensington coordinated with their air department, the travel insurance provider, and her physician to arrange an early flight home after three days in Athens.
I watched the Kensington team immediately pivot, adjust, and focus entirely on meeting her needs—exactly as they would for any client. While we were sad not to have her with us for the remainder of the journey, it was inspiring to see how a tour company can turn a difficult situation into one where a traveler still feels cared for, included, and valued.
This experience reminded me why I continue to trust Kensington Tours with my clients’ travel plans. Great trips are important. But how a company responds when things go wrong tells you everything you need to know.
Kensington Tours