Dear Sam,
Thank you for reaching out about your experience with us, and we understand your frustration and dissatisfaction. Please allow me to reiterate my sincere apologies for all the inconvenience you have been through.
From our heart, we really want to serve tourists as well as possible but your tour was not good as your expectation. We are so sorry about that.
About your guide, i must to say that our guides are students, not professional guide. We always sent student guide for free tour because It is our mission. Both tourists and students have benefits from that, we can exchange culture, make friends, and learn more,.... Students will be tested before joining the club and have to be trained before take any tour.
However, everything is not perfect and not all of our guide will speak English well, not all of student will be good at listening and handle situations. We did not hire a professional guide; our guides are students, we accept students not just only because of their skill, their English but also their enthusiasm and attitude. They really want to communicate with foreigners and exchange culture. Anyway, We are really sorry when he could not make the tour well.
Of course it is also our fault when we did not train our guide carefully. Because at that time there were so much bookings ( more than 20 tours each day) which we could not control well because of limited resources. I hope that you can sympathy and forgive us.
Surely, you were very disappointed. We can’t fix the past but you have my personal commitment to improve the way our staff serves every customer. Until then, please accept my sincerest apologies on behalf of everyone on the team.
We are improving and training our guide better, certainly need more time to do that but not immediately and hope that our service will be much more better. When you come back Vietnam, please give me a chance to arrange a free tour for you, I make sure that you will see the differences from the past.
Once again, thank you so much!
Warm regards,
AZ Local Trip Team