Dear valued customer,
We sincerely apologize for the disappointing experience you had during your recent tour. We understand that your expectations were not met, and we appreciate your feedback as it helps us improve our services. We would like to address your concerns and provide you with corrective measures to resolve the issues you encountered:
Lack of proper meet and greet: We apologize for the confusion at the quay side and the inconvenience caused by not having someone there with your name. We had sent day earlier prior to your arrival that your tour guide will have Our company badges with their names tags. However, to avoid such instances in the future, we will reinforce our communication channels with to ensure a smoother meet and greet process.
Miscommunication and deviation from the custom tour: Please note that you booked a customized (Shared). This package, as described in the product, is a shared tour with other participants. We were at Exit gate of the Suva port at 9 am as indicated we sent a message before your arrival to notify you that our tour guide will have the company badges and we managed to pick you up at 9am as indicated.
Accessibility issues and unmet preferences: In our product requirement and when we started the tour, we announced the itinerary and the program by stating that the waterfalls tour required guests with unrestricted mobility. However, this was not pre notified by several parties of the groups. Hence the reason do the delay.
Your feedback is valuable to us, and we want to make things right. As a gesture of goodwill, if you wish you can request a full refund for the tour if you wish as our priority is always about providing the best experience.
Best regards,
Admin