Bruce,
I am not mad but greatly disappointed. I have looked forward to the JSA tour as can be detailed in the prior emails between you and I on scheduling the tour.
I am not mad but greatly disappointed. I have looked forward to the JSA tour as can be detailed in the prior emails between you and I on scheduling the tour.
This is our first tour to Korea and really, not sure when we will be able to come back again.
As to the refund, I feel aside from the emotional disappointment, it is fair and we will accept such arrangement.
Here are some points:
1. Reasons that this had happened can be rooted in three areas:
a. Lack of communication between you and Mr. Young -- when there was a change of itinerary, did you specifically notify the tour guides involved?? Or just an email??
b. Lack of attention to detail -- did Mr. Young carefully review the itinerary??
c. Lack of communication between you and the customer ( i.e. us ) - I was aware of the changes when Mr. Young told me that he was going to drive us to DMZ. Even though I had discussed with him two times and he had assured me that there was no major issue, it would be more comforting if you or a manager is more readily available.
2. Mr. Young is a very personable, friendly young man and we have enjoyed his tour. He has apologized profusely on this situation and we have accepted his apology.
We were very happy with this tour except with the exclusion of the JSA tour.
I look forward arranging future tours with you again as I have since reached retirement and do plan to travel a bit more.
Sincerely,
Henry
I look forward arranging future tours with you again as I have since reached retirement and do plan to travel a bit more.
Sincerely,
Henry
We did great in Osaka,thanks to the direction you give, it really help us navigating the subways going to the meeting places of the tour. Though we find it difficult in going to Taisho Station because its very far from hotel but the people there are helpful even if they had difficulty in talking english. We did not use google map we just follow your map then we always ask someone we can trust along the way when we confuse to follow the map, hahaha very funny, isnt it? but it was exciting as well. And then to our way back to Kansai Airport i thought the Osaka Loop line will go straight to Kansai Airport but i was wrong because we need to transfer to JR west line. Thanks God that the lady beside me is very accomodating i ask her if we ride in the right train going to Kansai Airport but she told us no, so keep on asking her and then she offered help and lead us the way to the right track of the train going to the airport, so thats it. All in all, everything goes very well.
Olive and I will thank you and were looking forward to get in touch with you to our next destination or recommend Novoland Tours to our friends.
Again, thank you.
Regards,
Sonia & Olive
Morning Doris,
Thank you yesterday Mt. Fuji was awesome,
And thank you again for all the effort Novalandtour give us, we're really appreciate that.
Today we're back to Jakarta looking foward to go back to Japan ^^
Thank you very much Doris & Novaland tour
Regards,
Binta Rizkina
thank you.... all is going well...we have had a nice time!
thank you forall your help Siva... James
Aspect | Mark(1-5) | Advice or Remark | |
Travel Consultant | 4 |
| |
Tour Guides | Command of English | NA |
|
Knowledge of Subjects | 4 |
| |
Ability of Explain | 4 |
| |
Attitude | 4 |
| |
Flexibility | 4 |
| |
Drivers and Cars | 4 |
| |
Sights or Activities | Worthiness of Visit | 3 |
|
Meet Your Interests? | 4 |
| |
Too Tight or Too Loose? | 3 | Okay. Just nice. | |
Meals | 3 |
| |
Public Transportation (train, flight, cruise, etc.) | NA |
| |
Any Other Aspect |
|
| |
Overall Score of the Whole Package |
|
| |
Hi Cindy,
Below is my completed form. Thank you again for all your help throughout this time. Our trip to Hokkaido was wonderful!
Thanks,
On-Nei
Aspect | Mark(1-5) | Advice or Remark | |
Travel Consultant | 5 | Thanks Cindy for all your patience in the all the revisions made to our tour to address all our requests. | |
Tour Guides | Command of English | 3 |
|
Knowledge of Subjects | 5 |
| |
Ability of Explain | 5 |
| |
Attitude | 5 |
| |
Flexibility | 5 |
| |
Drivers and Cars | 5 |
| |
Hotels | Location | 5 |
|
Comfort | 5 |
| |
Sights or Activities | Worthiness of Visit | 5 |
|
Meet Your Interests? | 5 |
| |
Too Tight or Too Loose? | 5 |
| |
Meals | 5 |
| |
Public Transportation (train, flight, cruise, etc.) | 5 |
| |
Any Other Aspect |
|
| |
Overall Score of the Whole Package | 5 | Thank you to our tour guide and driver for taking us around Hokkaido. We all enjoyed the trip. They were very patient with us (especially with our 2yr old daughter). | |
Aspect | Mark(1-5) | Advice or Remark | |
Travel Consultant | 5 | Thanks Cindy for all your patience in the all the revisions made to our tour to address all our requests. | |
Tour Guides | Command of English | 3 |
|
Knowledge of Subjects | 5 |
| |
Ability of Explain | 5 |
| |
Attitude | 5 |
| |
Flexibility | 5 |
| |
Drivers and Cars | 5 |
| |
Hotels | Location | 5 |
|
Comfort | 5 |
| |
Sights or Activities | Worthiness of Visit | 5 |
|
Meet Your Interests? | 5 |
| |
Too Tight or Too Loose? | 5 |
| |
Meals | 5 |
| |
Public Transportation (train, flight, cruise, etc.) | 5 |
| |
Any Other Aspect |
|
| |
Overall Score of the Whole Package | 5 | Thank you to our tour guide and driver for taking us around Hokkaido. We all enjoyed the trip. They were very patient with us (especially with our 2yr old daughter). | |
Lynee - I just flew in today so I will fill out the survey in the next few days. I will say that all the guides were wonderful and I will highly recommend your company!
Karen
Hi Bruce,
The tour went really well. Steve was a great tour guide. Thank you for following up.
Sincerely
Bethany
Hi Bruce,
Yes the tour was good! Thanks for the recommendation!
评分表里客人给的各项都是5分。但是客人邮件也写了好多问题（所以实际上我认为总体只能有3分）
Hi Cindy,
How are you doing?? We just came back from Asia exactly 2 weeks ago. just about to get over with jet leg. Our trip to Singapore and Hong Kong was fantastic. I wish we planned more time in Singapore. There are too many new things to see and too little time.
I noticed all the tour guide who picked us up WERE NOT as stated on file and that created a bit confusion at first. The best part of the whole tour were Hiroshima and Kyoto section, the 2 wonderful lady Ms Akemi Yagi and Ms Kay (who grew up in the States) did VERY FABULOUS job. Everything was perfect and great lunches too.
However the other 2 section Osaka and Hakone was VERY disappointing. Mr Tanaka who did the Osaka section was a bit confusing, his English was difficult to understand at times, so we do a lot of reading and listening from other group’s tour agent. The lack of time (half day) and the hot weather does not help either.
All of us are SO LOOKING FORWARD to Mt Fuji and Hakone, but it was the MOST DISSAPOINTING section of the tour. The tour Van has STRONG SMOKE SMELL . The tour guide ( a guy, I can not remember his name) does not have any knowledge at some of the places on the itinareries eg. Oshino Kakai village (the location map and knowledge of the place) and the weather around Hakone . I think we spent too much time at Fuji visitor centre ( 60 min), He also DID NOT WARNED us that the weather at Mt Fuji 5th station. The weather WAS SO COLD as we did not have any jacket with us. We end up walking around may be in 25 min, followed by Oshino Hakai Village. He describe the place by reading everything from the signage of the place ( we can do that for sure !!). followed by lunch recommended (it was great lunch though) . The rest of the day was driving around in the SMOKE FILLED VAN ( the driver smoke in the van !!!) to Kachi Kachi ropeway, Lake Ashi cruise and Togendai ropeway . I felt the route was poorly planned and the tour guide was very inexperience.
Please let me know should you need any additional info.. Rose.
Attached are the photo of Ms Akemi Yagi Ms Kay, Mr Tanaka and ….mr ?
Aspect
Mark(1-5)
Advice or Remark
Travel Consultant
Ms Akemi Yagi & Ms Kay Tour Guides
Command of English
5 Knowledge of Subjects
5 Ability of Explain
5 Attitude
5 Flexibility
5 Drivers and Cars
5 Sights or Activities
Worthiness of Visit
5 Meet Your Interests?
5 Too Tight or Too Loose?
great. Public Transportation (train, flight, cruise, etc.)
a lot of walking Any Other Aspect
Overall Score of the Whole Package
thank you for emailing and asking how the trip went. It was FANTASTIC!!! I can't thank you enough for a wonderful trip. You made it so easy for me and my family. I truly can't thank you enough.
The tour guides were wonderful and so kind. As far as your survey, all "5"s!!
I don't need any photo flash, so thank you.
I will be sure to leave positive feedback on your website.
Thanks again,
Sonja Sutton
Greeting from Singapore.
My feedback:
Send my great thanks to Mr Chul who guided us those 2 days. He was a super guide, full of experiences and have a touch of humanity.
The 1st day on 9 Oct 2016, my husband and I were the only couple in the tour. We felt the great effort to have him with us and seems like really a private tour. My husband got a sudden leg swelling and pain when we arrived in Seoul, however Mr Chul was very understanding and accommodate the tour efficiently. Aside to be our cameraman he assisted my husband, holding his hands off and on at uneven paths during the tour. He accommodated to our halal food request and we had nice time at the tour.
Once again thanks so much to you and team to follow up on our bookings and sure to recommend Novaland to my families and friends.
Have a nice day.
Rohanah
Aspect | Mark(1-5) | Advice or Remark | |
Travel Consultant | 5 | Mona was excellent | |
Tour Guides | Command of English | 2.5 |
|
Knowledge of Subjects | 2 |
| |
Ability of Explain | 2 | Shanghai | |
Attitude | 1 |
| |
Flexibility | 4 |
| |
Drivers and Cars | 4 |
| |
Hotels | Location |
|
|
Comfort |
|
| |
Sights or Activities | Worthiness of Visit | 4 |
|
Meet Your Interests? | 4 |
| |
Too Tight or Too Loose? | 4 |
| |
Meals |
|
| |
Public Transportation (train, flight, cruise, etc.) |
|
| |
Any Other Aspect |
| Tour guide was constantly on his phone for personal business or pleasure. He denied until I showed him pictures on my camera of his texting. Very poor guide. | |
Overall Score of the Whole Package |
|
| |
Aspect | Mark(1-5) | Advice or Remark | |
Travel Consultant | 5 | Mona was excellent | |
Tour Guides | Command of English | 3 |
|
Knowledge of Subjects | 4 |
| |
Ability of Explain | 4 | Busan | |
Attitude | 5 |
| |
Flexibility | 5 |
| |
Drivers and Cars | 5 |
| |
Hotels | Location |
|
|
Comfort |
|
| |
Sights or Activities | Worthiness of Visit | 4 |
|
Meet Your Interests? | 4 |
| |
Too Tight or Too Loose? | 5 |
| |
Meals | 4 |
| |
Public Transportation (train, flight, cruise, etc.) |
|
| |
Any Other Aspect |
| The tour guide was new but very pleasant & very competent. | |
Overall Score of the Whole Package |
|
| |
Aspect | Mark(1-5) | Advice or Remark | |
Travel Consultant | 5 | Excellent planner, Trustworthy Caring, Instant Responses, Reliable Promises and very Professional. | |
Tour Guides | Command of English | 5 | Except for Otaru, ,her English should be better |
Knowledge of Subjects | 5 |
| |
Ability of Explain | 5 | Except for Otaru, it needs to be improved a lot. | |
Attitude | 5 | Except for Otaru, needs to decide a firm decision not always pleasing client to take a decision. | |
Flexibility | 5 |
| |
Drivers and Cars | 5 |
| |
Sights or Activities | Worthiness of Visit | 5 |
|
Meet Your Interests? | 4 |
| |
Too Tight or Too Loose? | 5 |
| |
Meals | 5 |
| |
Public Transportation (train, flight, cruise, etc.) | 5 |
| |
Any Other Aspect | 5 |
| |
Overall Score of the Whole Package | 4.99 |
| |
22/10
Ohhhgood morning ... Alice ... I think twice be4 I tell you this. whether should itell you this or not? I do not like to tell somebody bad. It does make meuncomfortable. but i have weight it for another aspect, means that it willbenefit your business.
Ijust felt very sorry to Ms Kemagai (Otaru). I feel that she is a good woman, trully.
Afterlunch .... she told us to meet in 30mins in the bus at 1500. Certainly at 1500,30 pax already in the bus. waiting another 20 mins, there are 4pax and Ms Keherself did not appear. I called her, she appologised that she did not call me.She said, that she got instruction that we will be returned to the ship at 1900instead of 1800 (if you remember, I requested it to you, and you told me, it isgranted).
So,to cut the story short, Ms Ke ran away back to the bus and aplologising to allof us that she did not tell us that due to that time extension we should goback to the bus at 1600 instead 1500. It was already 1530. So we have to waitanother 30mins for the 4 pax who are still wandering Otaru since Mrs K toldthem that we go back to the bus at 1600. What a waist. All my friends in thebus, were speechles. Not a good day at all for us.
Sorry,I had to tell you this unpleasent story.
Anyhow,that was something that accidently can happen anywhere anytime.
Themain thing is, everything is in the past, and I am personally really very happywith your service and assistance Alice.
Ifeel comfortable that for next tour I know exactly that I have somebodytrustworthy whom I can relly on .... it is ... YOU...