We would like to address this review and provide our side of the story. First and foremost, we take great pride in the work we do.
The customer in question did not arrive on time, maintained a consistently negative attitude, and showed little appreciation or respect throughout the experience. Regardless of our efforts to provide 100% service and hospitality, it seemed that everything was perceived negatively from her perspective. We believe that this attitude may not be isolated to our services but extends to restaurants, hotels, and other guides in Japan.
As a company that has guided hundreds of customers through Tokyo in the past, we can attest that this was an exceptionally challenging customer experience.
We deliberated whether to respond or not, considering that all our communications took place through VIATOR's messaging platform, and VIATOR should have been aware of the entire situation. Unfortunately, we did not receive any support or response from VIATOR in handling this matter. Moreover, VIATOR chose to refund nearly the entire amount without consulting us, leaving us with this unfounded negative review.
We believe that VIATOR, as our partner, should work closely with us to address such issues and not leave us to deal with unfair reviews without proper context.
We remain committed to delivering high-quality services to our customers and hope that future interactions with VIATOR will be more supportive and collaborative. Thank you for understanding our perspective.
Sincerely,
GOTO