Kevin Rose · Mar 11, 2024 ยท 3:52 PM
Inbound · 02:32 · Planner: Pam Chavez · +17752246283
“everybody said you had to go do that once. So we're I doing it.”
Send Kevin a summary email by July 25 confirming the hotel promotion deadline (July 31), small group tour availability for late September and early October, and pricing for the Venice add-on night under the promotion. Follow up on August 1 if no booking has been made to understand if he needs additional information.
Full analysis
What happened
Kevin called to inquire about small group tours in late September and early October, specifically interested in Italy. He asked about group size availability on the website and hotel promotion terms. The agent (Pam) couldn't access real-time group numbers but offered to call the tour operator. Kevin mentioned a friend's poor experience paying $1,300 for an extra night in Venice after booking outside the promotional window. Pam located the hotel promotion deadline (July 31, 2024) and confirmed Kevin's recollection. Kevin decided not to hold a date yet but committed to deciding by the July 31 deadline and planned to book after consulting with friends who had done similar trips.
Emotional read
Kevin is casually engaged and collaborative, showing curiosity about logistics rather than frustration. He references friends' experiences with some exasperation about high hotel costs ($1,300 for one Venice night) but maintains a lighthearted tone ('it's like shit'). He's not anxious or pressured, deliberately taking time to decide.
Emotional arc through the call
Kevin maintained an upbeat, collaborative tone throughout; no shift in emotional state.
How customer sees Pavlus
- neutral · no direct commentary on Pavlus; interaction was transactional and cordial
Value perception
Kevin did not explicitly state a view of Pavlus's value. He referenced a friend using 'another travel agent' for a similar trip, but made no comparison.
Customer behaviors
comparing options against peer recommendationsresearching specific tour dates and promotionsdeferring commitment pending internal family discussionfact-checking hotel promotion details and terms
Topics & signals
| Topics | small group toursSeptember/October departure dateshotel promotions and pricingVenice add-on nightbooking deadline |
|---|---|
| Destinations | VeniceItaly |
| Buying signals | looking at specific departure windows in September and early Octoberconsulting with friends who have taken similar tripscommitted to making decision by end of July deadline |
| Objections | uncertain about committing to October 1st hold dateneeds to verify hotel promotion deadline and termscomparing notes with friend's expensive Venice hotel experience |
Analyzed 2026-05-28 06:58:24 by claude-haiku-4-5-20251001. Confidence 0.72.
Transcript (3,118 chars)
Agent (Pam Chavez): Hey Kevin. Customer: Yeah, okay. No, carries Adame about small groups cause you don't like the big group. Yeah, I see there's, I'm on their website can you see how many people are available? It just says available. I don't know if you can look at the numbers on your website. Agent (Pam Chavez): Oh, that's fine. Yup. Agent (Pam Chavez): Mm-hmm. Agent (Pam Chavez): No, I can't but I have to, have to call them but that's not a problem either, so. Customer: Oh, okay. Oh, no, no worries, don't worry about on but we're looking I see there's a couple of them in early October and late September. So that's kind of what we're thinking. Alright, cool. Agent (Pam Chavez): Mm-hmm. Agent (Pam Chavez): Okay. Yeah, do you, do you want me to hold some the 1st of October or not yet? Okay. Customer: No, we're gonna think about it. Yeah, we'll you know, we should make a decision fairly soon. Okay, they, and how gotcha, what, what's the timeframe on the hotel offer? Is it they offer that all the time or only certain times of the year? Agent (Pam Chavez): Okay. Agent (Pam Chavez): You know, I, it was only certain times of the year and when it, when it ends, it ends basically, but let me see. Customer: Okay, yeah, okay, cause they not, I got an email from somebody and it says, if you book attack to her by a certain date, you'll get the. Agent (Pam Chavez): I think it was I think it's end of July. I'm not a hundred percent sure but they, yeah, they, let me just I'm trying to find it here. Customer: And yeah, okay. Yeah, sure. Yeah, like I said, I got an email, either from paves or co that gave me a date and it seemed like, it was this summer sometime, but I. Customer: Speaking of that. We have a friend who's doing one. She uses another travel agent and she they're doing one in it, they just left and they're gonna hook up with Alan Italy and they want to spend an extra night Venice and they didn't get the hotel promotion. So they're spending $1,300 for one night. Agent (Pam Chavez): Uh-huh. Agent (Pam Chavez): Uh-huh. Agent (Pam Chavez): Oh, uh-huh. Agent (Pam Chavez): Oh, my gosh. Customer: Yeah, the lady's Marriott person. So she's Adam at about Marriott, so she said $1,300 it's like shit. Agent (Pam Chavez): Mm-hmm. Agent (Pam Chavez): That's a little bit ridiculous honestly. That. Customer: Yeah. Yeah. Thank you. But I won't train anything. It's. Agent (Pam Chavez): Let's see your top journey and hotel must be booked by July 31st, 2024 not available. Not, it's not available after this dates strictly valid for bookings made between December 22nd and July 31st. Okay, yeah, end of end of July. Customer: Okay, yeah, that's what I thought. Customer: Okay. Yeah, yeah, we'll make a decision by then. What? You know, what we, like I said we've been talking some friends who've done it and everybody said you had to go do that once. So we're I doing it. Cool, alright, I think that's all I got for you. Alright, sounds good. Thank you Pam. Talk to you later. Bye! Agent (Pam Chavez): Oh, yeah. Oh, yeah. Sounds good, alright. Okay, sounds good, Ken. Thanks, have a good day. Bye!