I want to give you the perspective of a 17 year-old on a trip run by this company.
We were all very excited to go on a tour of our dream destination -- Japan. This trip was shaping up to be truly exceptional! Koji and Wendy were going to ferry us across Japan with grace and we were ready to have the adventure of a lifetime.
And then the cracks started to appear:
Choosing a hotel 2 and a half hours away from our sightseeing areas, putting us on different floors of our hotel, telling us to call the front desk of our hotel when our AC didn't work (when the front desk doesn't speak English and we, unlike our tour guides, don't speak Japanese), and while the summer heat wasn't in their control, their planning was (and it wasn't taken into account).
While Patrick did offer us "rest days," we didn't pay $8,000 per person to sit in our hotel rooms for the day.
At the end of the day, we coped with run-of-the-mill incompetency. What really upset us was how they responded when we actually asked them to address their planning issues!
Wendy very quickly showed her true colors towards us -- where she used to actually greet us in the morning with a "good morning" and a smile (usual common courtesy), she now provided us with a solemn stare and nothing short of the barest communication possible (in addition to the occasional remark where she would criticize us at different points -- a great service attitude!).
As if that wasn't quite enough for her, Wendy also restricted our communication privileges. When previously she asked us to text her on WhatsApp for things that we needed, we were now placed on "restricted privileges," where we first had to email, then call their hotel room, and only text in case of emergency.
Her antagonistic, crass, and unwarranted behavior towards us negatively impacted our experience during this trip.
Completely contrasting her poor service was Koji: we couldn't have asked for a better tour guide. He was sweet, kind, caring, and knowledgable. When he made a mistake in planning, Koji behaved like an adult and took full responsibility in addition to attempting to rectify the situation. We can't thank him enough. read more