Good day! How are you?
We have received your detailed comments on the trip from Zicasso.com. Thank you so much for your feedback on the trip.
Firstly, we highly appreciate your time on writing such a detailed review on the trip to China. Thanks for your trust and support. I just do what I should do. I tried my best to give you and your grandson a memorable trip to China. Especially it’s the first time for your grandson to China. I'm truly sorry that something unpleasant happened and affected your travel experience.
Regarding the tour guide service and the language skill, we collected all the Evaluation Forms from the four cities in the trip. I noticed that you satisfied with the guide in Xi'an and Shanghai most. The guide in Guilin was good as well. You rated “excellence” on guide language. For the guide in Beijing, you didn't give a rating on the guide language. You satisfied with the guide service and tour arrangement but not the language. I made a call to the guide yesterday and did a test on the language on her. Her English is overall okay but she carried a local accent. I think it probably the main reason why you mentioned that you could only understood about half of what the guide said. It's the truth that some of the tour guides in China speak English well but with the local accent as they are not the native speaker. However they do a great job on tour arrangement, guide service and other ways. We will focus on the issue, discuss with our team in each city and improve the guides' language skill in the future. Besides, as you mentioned, not all the guides really engaged with my grandson on the tour, expect the tour guide in Xi’an. Yes, I agree with you. The guides should engage with every guest in the trip especially you book the private tour. We will emphasis on your opinion and forward it to our local operators in each city.
For the tour guides, they are not coming from our company, but rather they are from our local partners. We carefully select our local operators to execute the land tour in each city. And we have a selection among the guides who work as the private tour guide in each city. We will rate the guides based on the Evaluation Form filled by guests after each quarter. Then we will decide to hire them or not in the future. Hope you understand how we hire the local guides for the guests.
Regarding the hotels, we selected all the 5 star international hotels for you. All the hotels which we selected for you have good rankings among other clients. It should be no problem for the Reception staff, Hotel Duty Manager and waitress of restaurants to communicate with our guests with English. In some hotels, it’s truth that the house-keeping staff or other staff might not speak English. We are sorry for the mistake on the laundry service happened in the hotel as you mentioned. If possible, please provide the hotel name to us, so we can forward the problem to the hotel accordingly. It also helps the hotel to improve their service in the future as well.
For the next trip, we will definitely mark out the estimated time on each site for you. So you can know whether it matches up with your trip idea. I should double check with you and avoid the issue. The trip should be more relaxing and not packing too much. I think it will be a perfect experience and keep a good balance before getting too tired.
Thanks again for your support and detailed proposal. It helps us know which portion has the problems.We will do our best to control the quality of the guide service and improve guide language skill. For me, I will also consider the guest’s request carefully and make the best recommendation on the trip. During the trip, I will also do more checking with our guests and make sure everything is good. Each guest is deserved to get the best service.
We look forward to serve you again in the future if you come to China for a third trip. Thanks in advance.
Each review is written by a verified traveler who was matched by Zicasso to the reviewed agency. Traveler must have purchased and traveled.
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