From the initial contact, nothing was too much trouble. Jack changed things around and kept us up to date if flights changed, as they did, and offered us alternatives. We were offered choices of hotels and the hotels we chose were excellent. Transfers were all on time, except one who was only 5mins after the time, as we were going to the airport, we were a little worried and called Balkan and received an immediate response,as the taxi pulled up! We felt well supported. Our only suggestion for improvements would be to pop into the pack a map of pick up, and drop-off points for car hire, although all the info re addresses were included we try not to use our phones when we are away, so the car hire was difficult to find especially in Rovinj. I would and have recommended Balkan Escape to others.