Louisa was superb in her communication with me. We boarded the wrong train from Frankfurt to Zurich and ended up arriving an hour late, so we felt badly about having her wait for us. We did have a minor hiccup upon arrival when she told us the Wifi wasn't working and my husband (a total workaholic) almost went crazy. But Louisa provided us with an alternative and everything worked out fine in the end. She was also very thoughtful and provided us with a coin for the shopping cart to be used at the nearby supermarket. Overall, she is such a warm and gentle person that she feels just like family.