Ivana was exemplary. From the first email I received from her I immediately felt at ease and secure in the details of our trip. Her email correspondence was friendly, direct, organized and easy to respond to. (She was also good at politely following up with me when my response time was slow.) While in Europe, she was easy-going about our flight delays (met us at 9pm!) and easily reachable the whole time we were there. She went above and beyond helping me with various questions and even out-of-the-ordinary requests. She made a very strong positive impact on our experience.