Diane was very helpful and professional. However, in regard to CIE tours themselves, we have concerns. We never got the travel packs they sent to everyone on the trip but they did correct it and sent the two packages to our hotel room. The places we toured were great, maybe a few too many castles and churches for my husband but otherwise very interesting. Most of the hotels were great but then we do not expect to have top of the line – as long as they are clean. One hotel was at a University Campus – it was so far out of town, there was nothing to do around it in our free time and the hotel itself was nothing special or unique. It was a day of rain and it would have been nice to be able to go back to the hotel, get dried off and head out again but instead, we were dumped in the city and had to wait for pickup. We have had better guides on other tours. I could have done without the prison tour. Probably would not book with CIE again.