Zhangjiajie’s Natural Mountain Majesty

Traveler Reviews

• EE

  Emily1.0•October 2024
  The only reason this tour deserves one star in the rating is the incredible beautiful scenery in the nationalpark. I...
  The only reason this tour deserves one star in the rating is the incredible beautiful scenery in the nationalpark. I booked an English tour guide and unfortunately it wasn't. At the beginning I asked a couple of times if the tour was gonna be in English and she said yes. But she barely knew any English and mispronounced every word and also didn't understand me. Also, she answered "yes" to almost all of my questions, even when they started with "why", "how" or "when". She was nice and was trying every now and then, but we couldn't even exchange two sentances! Which meant, I barely learned anything about the country, but also i never knew what she wanted from me or where we were going and the organisation was very confusing: for example, she told me the drive would be about 1 hour but we arrived 10 minutes later and she told me tianmen mountain was not included in my itinerary but it was. If you're wondering how she told me: she translated online... except for buying tickets and transportation, i felt like i was traveling alone. Also i noticed other tour guides who spoke English very well - very frustrating. Also, the room in the first hotel was dirty and smelled badly. And before arriving in china i asked the travel agency if i could stay one night longer - they said no, there are no rooms available or its very expensive due to national day (which was not true, i booked one on my own for half the price in a much nicer hotel).Show more
  Traveled in September 2024
  

  Reply from: Truly China Travel

  Dear Emily, Thank you sincerely for taking the time to share your detailed feedback about your recent trip with TRUYLY CHINA TRAVEL. We are truly sorry to hear that your experience did not meet your expectations — especially regarding the English-speaking tour guide, itinerary miscommunication, hotel condition, and the issue of extending your stay. This is far from the standard of service we strive to provide, and we take full responsibility for these shortcomings. First and foremost, we apologize unreservedly for the guide-related problems. We clearly promised you an English-speaking guide, but it is evident that her language proficiency was insufficient to facilitate effective communication. This misstep stems from a failure in our pre-trip verification process, and we are immediately reviewing our guide qualification standards to ensure every guide assigned to international guests has the professional language skills and knowledge required. We also regret the confusion caused by incorrect itinerary information (such as the driving time and inclusion of Tianmen Mountain) — this reflects a lack of thorough briefing for our guides, and we will implement stricter pre-trip briefings to avoid such errors. We are equally sorry about the unsatisfactory condition of your first hotel room. We have a strict quality check process for our partner hotels, and this incident indicates a lapse in our oversight. We will conduct an urgent inspection of this hotel and, if necessary, terminate our cooperation to prevent similar issues for future guests. Regarding your request to extend your stay, we are deeply apologetic for the inaccurate information provided to you. Our team should have verified the room availability and pricing thoroughly before responding, and we are reviewing our guest request handling procedures to ensure more accurate and helpful assistance moving forward. We are truly grateful that you still appreciated the beautiful scenery of the national park, and we regret that our service flaws overshadowed your travel experience. To make amends, we would like to offer you a complimentary customized day tour on your next visit to China, with a top-tier certified English-speaking guide and accommodation in a 4-star or above hotel of your choice. Please feel free to contact us directly at [email address/phone number] if you are willing to give us another chance. We value every guest’s feedback as it is critical to our improvement. Thank you again for bringing these issues to our attention. We are committed to making necessary changes to ensure a seamless and enjoyable experience for every traveler who chooses us. Sincerely, TRUYLY CHINA TRAVEL

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