"Management team "

Let me start with the positive: We have an au pair we love. We're extending her contract into year two; she even nominated us for a Family of the Year. The cultural care website was easy to navigate. Our local LCC is great and works to build community amongst the other au pairs, making them feel welcome and at home.

Unfortunately, I have had poor interactions with their leadership team, which have diminished trust and soured an otherwise positive experience.

I had a situation I needed clarity on and was given the wrong information by a cultural care employee. Mistakes happen; I manage a team and get that. I also understand that at the end of the day, I must do my own research. (This situation was tied to an au pair visa requirement. The support agent told me our au pair didn't need one, and he was highly confident about that. I called asking for clarity after coming to that conclusion on my own. I even went to the Canadian embassy in NYC before this call. Because of the wrong information given, we were put on a very costly path with a sad au pair who missed a vacation w/ us instead of us being able to set the appropriate expectations and canceling her room in time for a refund). All I wanted was some acknowledgment from the cultural care team after they listened to the recording, acknowledging that this was handled poorly on their end and that the wrong information was given. When I asked to speak to someone, I received an email back from their Director of Account Services telling me how busy her schedule was and essentially asking- "what else is there to talk about".

In moments like these, I think you have two choices: do the right thing, make your customer feel heard, and salvage the relationship (potentially even forge an even stronger one! I'm having such a great experience outside of interacting with them that I'd even give them a testimonial.) Or, you could decide it's not worth your time, making your customer feel unheard, frustrated, and with no outlet other than online review sites.

This whole experience so turns me off. Had I not loved our au pair so much, I would have switched agencies in our second year.

"We are about to get our third au pair…"

We are about to get our third au pair through Cultural Care! We think this program enriches not just our children’s life but ours as well. The process and professionalism through Cultural Care is amazing and I highly recommend them!

"I felt so much support through the…"

I felt so much support through the matching process

"Worth every penny!"

Finding Cultural Au Pair was our lucky day! We have had such a fantastic experience. The entire process has been easy and we've been taken care of the whole way. We will be welcoming our first Au Pair in 6 weeks.

"Un super suivie effectué"

Un super suivie effectué, Clemence était très à l’écoute et a répondu à toute mes questions.
C’est très rassurant

"Feeling part of the family "

It's amazing be part of the family and share different culture!

"Great communication from the agency"

Great communication from the agency. Many au pairs to interview.

"It’s been great"

It’s been great

"Everything is amazing"

Everything is amazing

"The family is really great "

The family is really great and the program support the au pairs