I and my team all felt very sorry for your bad experience, and we sincerely apologize for your negative feedback. At the same time, we also feel very upset. Anyway, thank you very much for booking our tour. You are the first day visit us after officially announce the opening of international tourism business by the Chinese government. We were all looking forward to serve you.
1.Regarding the itinerary:
When you booked this tour, the Forbidden City tickets were already sold out. We have communicated through text messages and two phone calls, and you have confirmed to change the itinerary to the Summer Palace and Mutianyu. If we have time in the end, we could take you to visit Tiananmen Square. In fact, on the day of the tour, you requested a delay departure of half an hour. After the tour of Summer Palace and Mutianyu, it has been 9 hours and the itinerary supposed to be finished. You requested to take you to Tiananmen Square and that was very late already. Our tour guide and driver still took you there. Due to your inconvenient walking, our driver drove around Tiananmen Square two times and you saw all the buildings you supposed see. When you booked this tour, you specifically stated that you do not want to walk. Also, when walking through the Summer Palace, you requested to stop in a place and take photos only. To the Great Wall you requested that you don’t want walk one step to see the scenery of the Great Wall, and you requested to eat at the Great Wall and enjoy the scenery .
2. Regarding services:
Your entire tour took 11 hours, and we did not charge you any extra. The original itinerary supposed to be 8-9 hours. As you are going to South Korea the next morning, you need to have a nucleic acid test. Our driver guide and driver drive you around the city, but still didn’t fine any place to do it, so our guide bought you nucleic acid testing reagents. That you can reach South Korea smoothly.
3. Regarding the restaurant:
We really can't do what you requested to eat on the Great Wall without taking a step to see the scenery. Our restaurant is an ordinary authentic Chinese food restaurant, and in the photos provided by previous customers, you should be able to see the appearance of the restaurant. More than 99% of customers are satisfied. If you have special requirements, you can also ask your private tour guide, and we can try our best to meet your need. But eating a big meal on the Great Wall without taking a step to enjoy the view, we really can't satisfy you.
4. Regarding this review:
I was shocked to see this negative review, as I was looking forward to a 5-star positive review. After COVID, we try to serve you with great enthusiasm and even not thinking about the cost. Before writing this negative review, you sent me messages saying that you were very dissatisfied with the trip, that the driver and tour guide were very good, but feel disappointed about the itinerary and that after the end of your trip, you cried many, many times, and you were very unwilling to write a negative review. Due to COVID, you have also lost your job for 3 years, and you feel that this trip has cost you a lot of money. We just sent over 20 messages back and forth around the bush. Until I saw this negative review and sent you a message, I learned that you wanted us to refund, and then remove the negative review. The hotel you were staying told me that you did the same thing to them.
Although we are very upset, our team and I will continue to keep a high level of enthusiasm to engage in the tourism industry that we love very much, and look forward to people from around the world coming to Beijing and China. We are waiting for you in Beijing.