Review: Luxury Vietnam Tour, Hanoi, Saigon, Cu Chi Tunnels, Cycling and Cultural Tours

More time in Saigon and Hanoi.

More relaxation time mixed w/the sightseeing.

[Travel Company's Comments]

These clients arrived at 11:55 PM, it was late our time so our agent called the guide to talk with them at 09:30 AM the next day, when they are on the way to Cu Chi tunnels.

I have looked up messages between the contact, our agent, and the client on Zicasso and found that he did provide the hotline number which was his mobile phone number in the last reminder before their arrival. We always send clients mobile contact of the (direct) personal tour operator, tour guides and manager before the client’s arrival so they can contact at any time, for any question. It has been always worked that way, even client does not have a mobile phone, he can ask the hotel, guide, driver, anyone’s help to call us in case of emergency so we can deal the matter immediately.

Overall this tour went smoothly except a wrong hotel pick-up on April 5 in Hoi An as of our misunderstanding with local tour operator (we book with local people for local benefits for the “farmer and fisherman tour” on the day). In fact, on that day, our client did ask the hotel staff to call us and they reached me. We then informed the local guide of correct hotel and the guide picked them up about 20 minute late. We checked later and the guide inform the clients were fine and they were happy the rest of the tour.

We realise the client tried to send email on April 5 which was on Sunday. Usually, we do not check emails on Saturday afternoon, Sunday and holidays, and it was early at the weekend so no one checks mail. our agent answered client’s message the next day, Monday, and explained. We are not sure if the client tried to call to the contact's mobile number but our agent did not have any missed call as he reported. During the tour they keep sending message on Zicasso so our agent replied there instead of talking on phone.

We regret that our agent did not respond to the client’s last message because he planned to get back on the suggestion after receiving the feedback. We are sorry for the inconvenience and will remind our agent, also our team to reply immediately even when customers are on tour.

Regarding their visa on arrival, our agent did ask them to double check when sending the approval letter but not hear from them. They only informed the wrong passport number by message in Zicasso, arrived at 04:36 PM on Sunday and they arrived that night so we could do nothing. When talking with them on phone the next day, our agent asked about the matter but they could check in alright.