NLT-180205-EC91499 [Feb 22, 2018]
Dear Emma,

First we wanted to thank you for the great trip we had in China! We had zero problems with the trip and everything went smoothly. 

However, we did want to share a specific experience that disturbed our last part of the trip - our guide in Beijing (Tom). We had two full days in Beijing with Tom and everything was going according to plan. On the second day of the trip (13/2/2018) he informed us that we have a relatively short schedule and that we are expected to finish at about 1:30 PM. We asked Tom about touring the Hutong and he mentioned that it would be with an additional cost since it is not part of the original tour plan (which we understood and was OK with us) and we told him that we need to discuss it before we decide. 

During the day - we decided that we would prefer spending the afternoon on our own and let Tom know that we would go independently to the Hutong, and asked if the driver could place us there at the end of the tour (1:30 PM). Once he understood that we would not like to hire him to spend the afternoon with us - he became very angry with us, started walking very very fast and ahead of us (we were still on our original tour plan for the day and we had to walk very fast to keep up with him!) and if we dared to ask a question he would interrupt us in the middle and answer very fast and angrily. 
This behavior remained until the end of the day and was very very unprofessional of him in our opinion.

We are not required to hire him for the rest of our time in Beijing and the fact that he behaved so rudely to us was very not pleasant (especially for my parents who are over 60 and did not understand why he is being so rude). He did ask the driver to take us to Hutong instead of the hotel as we requested but he gave us a very bad feeling since the moment we said we would tour the area alone. 

The following day he picked us to the airport from the hotel and again - he was very silent, spoke with the driver in Chinese throughout the whole way to the airport and still behaved as if he was angry. Even when we gave him a tip at the end -- he did not say anything! Not even thank you. 

I am writing this to you because I know (from this trip and our previous trip with you to South Korea) that you are a premium company that only works with the best, and we felt that you would like to know what happened with him. It was very not pleasant for me and my parents, and we felt it was very unprofessional of him.

Having said that - we had a great trip and we thank you for organizing it for us.

Best regards,
--Gal
NLT-171230-CJ84780 [Jan 30, 2018,  from Australia]
CLICK TO SEE THIS ITINERARY.


 

  

 

 

1=poor, 2=fair, 3=good, 4=very good, 5=excellent

Aspect

Mark(1-5)

Advice or Remark

Travel Consultant

 5

 Cindy was very friendly and helpful. We asked a lot of questions and made many changes to the itinerary and she happily assisted. She always replied promptly

Tour Guides

Command of English

 5

 

Knowledge of Subjects

 5

 Nori was the most experienced and knowledgable

Ability of Explain

 5

 

Attitude

 5

 All our guides were very friendly, helpful and happy to answer any questions

Flexibility

 5

 We occasionally varied our plans and the guides were happy to assist

Drivers and Cars

 4

 The bus from Tokyo to Hakone was a little small because we had all our luggage that leg. Also Kyoto to Osaka and Osaka to airport were tight with luggage.

Sights or Activities

Worthiness of Visit

 5

 Good mix of historical, cultural and interesting sights for the group from teenagers to adults

Meet Your Interests?

 5

 

Too Tight or Too Loose?

 5

 Good itinerary, not too rushed or busy

Meals

 5

 All restaurants were very nice and delicious food. Good variety too.

Public Transportation (train, flight, cruise, etc.)

 5

 Train from Hakone to Kyoto was comfortable.

Any Other Aspect

 

 The bus driver collecting us at Kyoto station did not have a name card, just tour booking number so hard to find

Overall Score of the Whole Package

 5

 

 

 

  

 

 

1=poor, 2=fair, 3=good, 4=very good, 5=excellent

Aspect

Mark(1-5)

Advice or Remark

Travel Consultant

 5

 Cindy was very friendly and helpful. We asked a lot of questions and made many changes to the itinerary and she happily assisted. She always replied promptly

Tour Guides

Command of English

 5

 

Knowledge of Subjects

 5

 Nori was the most experienced and knowledgable

Ability of Explain

 5

 

Attitude

 5

 All our guides were very friendly, helpful and happy to answer any questions

Flexibility

 5

 We occasionally varied our plans and the guides were happy to assist

Drivers and Cars

 4

 The bus from Tokyo to Hakone was a little small because we had all our luggage that leg. Also Kyoto to Osaka and Osaka to airport were tight with luggage.

Sights or Activities

Worthiness of Visit

 5

 Good mix of historical, cultural and interesting sights for the group from teenagers to adults

Meet Your Interests?

 5

 

Too Tight or Too Loose?

 5

 Good itinerary, not too rushed or busy

Meals

 5

 All restaurants were very nice and delicious food. Good variety too.

Public Transportation (train, flight, cruise, etc.)

 5

 Train from Hakone to Kyoto was comfortable.

Any Other Aspect

 

 The bus driver collecting us at Kyoto station did not have a name card, just tour booking number so hard to find

Overall Score of the Whole Package

 5

 

 

NLT-180126-FJ94059 [Jan 29, 2018,  from America]

 It’s been wonderful so far. A lot of different and new experiences. Thank you so much for arranging everything. 

Yes the WiFi is helping us. The hotel is better located than the Toyoko inn but I think Park Hotel was more convenient because of its location and where Sunrise tours operates. But it’s a good way of exploring the different transportation systems here. We’re just heading back to our hotel and we’ll check the JR passes with the concierge. I will let you know if we’ve got the passes. Thank you for The heads up!

NLT-180117-WJ82617 [Jan 23, 2018]
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Aspect

Mark(1-5)

Advice or Remark

Travel Consultant

 5

 

Tour Guides

Command of English

 

 No tour guide

Knowledge of Subjects

 

  No tour guide

Ability of Explain

 

  No tour guide

Attitude

 

  No tour guide

Flexibility

 

  No tour guide

Drivers and Cars

 5

 Car was nice. Driver was polite.

Hotels

Location

 

Not applicable  

Comfort

 

Not applicable  

Sights or Activities

Worthiness of Visit

 

Not applicable  

Meet Your Interests?

 4

It was foggy but it’s okay

Too Tight or Too Loose?

 

Not applicable  

Meals

 

 Driver suggested very nice restaurant though a little pricey

Public Transportation (train, flight, cruise, etc.)

 

 

Any Other Aspect

 

 

Overall Score of the Whole Package

 

 

NLT-180110-JJ82627 [Jan 17, 2018,  from Switzerland]
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Hi Lily,

 

I filled gave marks in the form below.Thank you very much!

Wish you all the best.

 

With best regards,

Svitlana Zagorodniuk

 

Your satisfactory toour services is always our top priorities. There are always improvements for usto get better and better. Would you do me a favor to fill in the formand give marks?

1=poor, 2=fair,3=good,4=very good5=excellent

Aspect

Mark(1-5)

Advice or Remark

Travel Consultant

 

Tour Guides

Command of English

 

Knowledge of Subjects

 

Ability of Explain

 5

 

Attitude

 

Flexibility

 

Drivers and Cars

 

Hotels

Location

 

Comfort

 5

 

Sights or Activities

Worthiness of Visit

 

Meet Your Interests?

5

 

Too Tight of Too Loose?

 

Meals

 

Public Transportation (train, flight, cruise, etc.)

 

Any Other Aspect

 

 

NLT-180107-MA89188 [Jan 17, 2018,  from Australia]
CLICK TO SEE THIS ITINERARY.
Today’s tour guide named Ayumi was great, she showed us around and was very good in showing us Tokyo. My children enjoyed wearing the Kimono and walking around town with it. There was too much walking but it was great! We run out of time going to Tokyo Metropolitan observatory. Will do this tomorrow and see the Skytree tower as well on our own. 
There’s so much to do today but since we were all tired we decided to end the day.
Today was great - and I say thank you for pairing us with such wonderful tour guide. Hope the next one is equally good or better                                   </section>
        </hgroup>
        <hgroup class=
NLT-180109-EJ85401 [Jan 16, 2018,  from Australia]
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Hi Emma

Yes we had a great time in Sapporo. Both guides very good. Hiro Hattori is very experienced and knowledgeable and very accommodating for our 3 families. We liked him as much as Jay (from Tokyo tour). 

Yes we returned wifi package on the 12th. 

Thanks for organising the tours for us!
NLT-180103-MJ91857 [Jan 15, 2018]

Aspect

Mark(1-5)

Advice or Remark

Travel Consultant

 5

 Highly recommended

Tour Guides

Command of English

 5

 

Knowledge of Subjects

 5

 

Ability of Explain

 5

 Everything was well explained

Attitude

 5

 

Flexibility

 4

 

Drivers and Cars

 

 

Hotels

Location

 

 

Comfort

 

 

Sights or Activities

Worthiness of Visit

 5

 

Meet Your Interests?

 5

 

Too Tight or Too Loose?

 5

 

Meals

 

 

Public Transportation (train, flight, cruise, etc.)

 

 

Any Other Aspect

 

 

Overall Score of the Whole Package

 5

 It was a pleasant experience; my boss really enjoyed the snow. Novaland is highly recommended their professionalism and doing their best to meet our requirements. 

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