I would not use this travel company again or recommend them to anyone; they have received some excellent reviews so maybe it was "just one of those things."
I do notice they are not ranked very high among travel agencies on a couple of different sites, now that we are back, and I looked, but I don't know how how those rankings are calculated so I can only share our experience.
My travel companion agrees with my assessment.
There were many memorable and enjoyable parts of our trip, but due to mistakes that were made during the planning of the trip, added to the guide that disappeared leaving us in the middle of a city alone in one country, and then pressure by the agent to continue to use another guide in the next country who was rude and uninformative, after we had asked for a change, there were just too many concerns about the agency in total to be able to recommend them.
My friend and I are seasoned travelers, and know that snafus can happen on any trip, and frequently those incidents make the best stories, but given the multiple of incidents and esp the pressure to use a guide who was just unacceptable, it was just too many concerns to enable us to recommend the company.
When the guides were changed, we had a wonderful time and enjoyed the new guides immensely; they were personable and knowledgeable, but after spending several thousand dollars for this trip, it was just not worth the hassle to have to deal with the agent pressuring us to accept someone who was not acceptable; thus too many single happenings for us over the course of our interaction with the agent to add up to a positive recommendation for others.
I would, frankly, plan it myself and not use an agency. We were in Asia, and it would have been easy in hindsight to do what we did without using an agency which is how I usually travel;
Travel Company's Comments:
Dear Mrs. B,
Thank you for your review posted on Zicasso, It helps us a lot to improve our service.
Firstly, we are happy to hear that you had a wonderful time and enjoyed the new guides immensely after we changed the guides for you. I was happy to receive your text and emails mentioned everything is perfect and you gave high praise to the guides, and all other aspects of the trip.
Anyhow, words cannot describe how sorry I feel to know that you didn't give high praise on our services due to the issues with first guides in Phnom Penh and Siem Reap, which we did change the guides for you immediately when you texted me. I am sorry that you feel pressure when I asked you to give another change for the guides to work with you one more day to fix his behavior when he denied to answer your questions about politics, I am sorry that I was thinking in an Asian way, not putting myself into your thinking. As I explained to you, with political questions, local tour guides in Cambodia (and other countries like Vietnam, Thailand) are not able to dig into details and also let mention about some hidden description of Buddhism story. The tour guide had asked us to give him another chance before replacing the new tour guide, that was why I asked you, but you did not accept, so we acted following your request immediately. We truly didn’t push you to accept the rude tour guide, just asking to give a chance. We think that humans are not always perfect to many circumstances and should be accepted to learn from wrong to right. I apology that we did make you feeling pressured by that asking. We did change the new guide for you immediately in that evening and that made the tour going well the rest of the tour.
I trust that you said to us that you appreciated our actions when you requested to change guides and that we came to meet you and compensated the Apsara show with dinner at a nice place for you.
We did our best to please you back on track on your tour and happy to know you that you had a wonderful time in Cambodia and Bhutan when I followed up during your tour, You did texted me that the new tour guides are excellent, extremely good, exceptional and you appreciated our action of meeting you at the hotel and offer the Apsara performance. Anyhow, we are so sorry that you still think that we are below expectation and feel the tour offered you doesn’t deserve what you paid for. And being a responsible tour advisor, it’d be a shame for us to leave these issue happened.
Nevertheless, we will note this special feedback from you in our customer profile and make sure the next time when you come back to Asia, this bother will be no more extended. We expect that you will come back with us again and we will promise to take care you with our best services as we are doing in the industry now. Your feedbacks have given us a lesson to do our job must better because not only it is a business but more important, passion and proud of being a trustful bridge which connects travelers with Asian country in particular and South East Asia in general.
Once again, thank for your kind attention and the time that you took to send us the feedback.
Thanks again and best wishes
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