I don’t know if the breakdown in communication was between Viator and the tour company, or the tour company and the tour guide, but I filled out everything we were interested in seeing and doing during our two day, identifying a handful of MUSTS for our teen, but allowing for plenty of flexibility for the tour guide to plan it the most efficient way possible. The tour guide clearly either didn’t get or chose not to read any of it, as she didn’t have even one thing planned.
Since I knew almost everything needs reservations in Tokyo, I SPECIFICALLY SAID please tell me if I need to make reservations for anything (a TeamLab museum - which requires reservations way in advance - was on my MUST list, which was communicated). Plus, we were with her for two days, she could have had us make reservations for day two for things like Sky Tree. Instead went spent over an hour traveling to the attraction and seeing if we could find last-minute tickets so we wouldn’t have to wait in line for hours. We finally just left.
More details below, but in short, I would have planned the trip myself and just paid for taxis instead of spending so much on the guide and saving a little using public transport (which we typically love). Taxis were not expensive - we could have taken 10+ taxi rides per day for the cost of the tour guide.
Our tour guide was nice and her English was perfect. I loved learning about her, but here are the other issues we had:
- We were traveling with a young teen, and although I specified things we wanted to do for her, the tour guide really struggled to adapt to her.
- Other than a few facts at a couple of the shrines, she didn’t share anything about the city, its history or what we were seeing. Ultimately, she was just a translator and helped us navigate public transportation.
- Getting breaks or food was insanely difficult. For instance, the tour guide ate while we were doing an activity around 11 a.m., and even though we told her repeatedly that we were thirsty and hungry, she didn’t agree to stop for food until 3 p.m. We hadn’t eaten since 8 a.m.! It took me having to be very rude to get her to stop.
- Also, she was forcing her health preferences on us. For instance, we wanted Ramen or something kid-friendly, and she was only giving us options that were super healthy (yes, she specified we should have something healthier than what we wanted). Another example was that our teen wanted boba tea, and the tour guide was trying to get her to have matcha instead because boba was so sugary and bad for you. She even lectured our young teen about needing to have a better skincare routine, which I tried to gently redirect and finally had to just tell her to stop.
- During the two days we spent with her, we had to make every decision - where to go next, how to get there, etc. - nothing had been prepared, and we typically had to wait for her to figure out how to get there. She had suggestions based on the basic tour she typically gives people.
- We had terrible rain our first day, and she really struggled to adapt the tour for that. We still were walking in the cold and rain, even though we said we were good taking taxis.
- She only engaged with us when we “forced” her to. She would just walk ahead of us, or sit in silence on the train and look at Instagram instead of talk to us. My husband and I are very chatty, so we did get her talking quite a bit, which was great because she was really interesting!
Lastly, she told us that English-speaking tour guides in Tokyo are so in demand that she can pick and choose her clients. There are certain “types” of clients that she won’t even agree to tour because they’re too demanding. Yikes!