I had aşır of problems with your Threeland management((Jacqueline)instead of trying solving the problems and sorry...
Dear Nilufer,
Greetings from 𝗧𝗵𝗿𝗲𝗲𝗹𝗮𝗻𝗱 𝘁𝗿𝗮𝘃𝗲𝗹 𝗱𝗯𝗮 𝗚𝗿𝗮𝘆𝗹𝗶𝗻𝗲 𝗩𝗶𝗲𝘁𝗻𝗮𝗺!
May I take this oppoturnity to introduce myself as Jenna, who in charge of customer services in Threeland travel? Thank you so much for taking your valuable time to write your review letting us know how you feel. It's regretful that you did not enjoy your experience.
After investigating the case carefully, we wish to clarify the case points by points as below:
𝟭. 𝗦𝗶𝗲𝗺 𝗥𝗲𝗮𝗽:
We are so glad to learn that you like the hotel in Siem Reap. After Covid-19, there are not many tourists as before visiting the town, most of the hotels could not operate their services in full (EG: open their restaurant till late evening) but partial in order to survive.
Although our package tour does not include meal, we by no mean wish you stay hungry as mentioned. The suggestion to visit Pub street – apx 8 minutes ride – for Spa and Restaurant services are just our suggestion for your wider range of choice on food. If you wish to have meal right at your hotel instead of going out, you can always order shipping services which both our tour operator or hotel receptionist would be more than happy to help you. It’s important you can share with us your wish in time to support you.
𝟮. 𝗣𝗵𝗻𝗼𝗺 𝗣𝗲𝗻𝗵:
I suppose there is a small misunderstanding here. Our guide just try to remind you taking care of your stuffs “keep all important thing at safety box and phone also be careful before or during the call”. Every city has different level of safety. He would like to warn you but did not mean that Phnom Penh is dangerous to go out at night and you should not go out at all. Phnom Penh is a nice place for tourists. You can surely go out for dinner or massage.
As you might recall, all of your written feedback about the guide was Excellent before your accident with PassApp driver. After you opened the car door carelessly, the car door was scratched and the banner of PassApp driver nearby had been torn out badly. In order to save you from dealing with the angry PassApp driver on the street, he pushed you away and compensated USD 35 from his pocket to the driver so he could leave. The amount might be nothing to you but for him it was his full day salary and his kid’s 3-day food. He never received the amount from you in the end as you know. I hope we can both agree that the man willing to pay that much amount for a foreign tourist he met for the first time never try to treat that tourist badly.
Regarding Jacqueline’s suggestion for your dinner, the riverside is considered center of the cities in the evening with many restaurants available. It is only 7 minutes ride from your place and any taxi driver could help you get there. We regret much you did not consider her suggestion and stay hungry again. In case you did not want to go out, you can always ask the hotel receptionist to help you order something.
𝟯. 𝗛𝗼𝗶 𝗔𝗻:
We regret much when learning about the issue. Our team has been using the hotel a long time ago for both our Series, Group booking as well as Individual guests but never encounter such problem. Please allow us investigate this case with the hotel carefully and get back to you later on.
𝟰. 𝗛𝘂𝗲:
Our thousand apologies for this case. The group’s bus driver somehow missed our note about your hotel address and drop you off at the ending point of the trip which is 1.5km away from your hotel.
We regret much it only 1 hour later that we receive your phone call. Since our staffs can not come to your place immediately, we asked the lady help you with the call to order a cab for you to come back to the right place. On our side, besides refund you in full the taxi fee you paid, our team also offered you a full Vietnamese Set lunch to say sorry for the problem as well as give you extra transfers which did not include in original program. We understand all these extra efforts could not be compared to your nervous you experienced. If there is any other thing we can do for you, please let us know. We will be more than happy to help.
𝟱. 𝗛𝗮𝗹𝗼𝗻𝗴 𝗕𝗮𝘆:
We have been operating travel services in Vietnam and Indochina for more than 2 decades, hence, we fully understand the inconvenience you experienced. When we first free upgraded your stay in Halong from 3-star to 4-star cruise, we received info about the 4-star cruise operation could not scheduled on your travel date at very short notice. Our team could not change arrival time of the flight or departure time of the cruise but we can give you various options to consider for your holiday on Jul 12:
- Option 1: free cruise upgrade to 5-star one & switch Halong tour vs Hanoi tour date, change hotel in Hanoi
- Option 2: Keep the same Hanoi & Halong tour date, Keep the hotel in Hanoi, change Halong cruise to equivalent 4-star cruise.
All the changes in services only made after we received your confirmation of Option 1 via email on Jul 13. Option 1 had its’ own advantage (Free cruise upgrade to 5-star cruise) and disadvantage (change hotel in Hanoi & back to back late flight – cruise). We regret much that you did not like the chosen option.
𝟲. 𝗛𝗮𝗻𝗼𝗶:
We regret much you misinterpret Jacqueline’s email.
The reading booking option is just the 4th points on her list on alternative options for your favorite English Channels. This idea is actually come from the hotel who are having some good books in house and willing to bring them to you any time. The hotel did say sorry many times because they did not have the channel you are looking for on their TV. They never mean trying to sell you book or keeping you inside the room either.
Dear Nilufer, we appreciate that you chosen our services for the trip. On one hand, we are glad to learn that you like the experience in Saigon as well as the upgraded Halong overnight cruise. On the other hand, we truly sorry for all the misunderstanding and inconvenience you have experienced. No matter how hard we try, after all, it’s our responsibility that you did not enjoy the holiday as it should be.
Should be there any matter unclear, please let us know, our team will be more than happy to clarify it for you.
Best wishes from Hanoi,
𝗧𝗛𝗥𝗘𝗘𝗟𝗔𝗡𝗗 𝗧𝗥𝗔𝗩𝗘𝗟 𝗧𝗘𝗔𝗠
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