I was disappointed in the tour and the lack of organization. I had to continuously ask what the itinerary was for the...
Thank you for taking the time to share your feedback. At the outset, we would like to express that we truly value every review we receive, and it genuinely concerns us whenever expectations are not fully met. As a customer-centric organization, we take all feedback seriously and use it to continuously refine our services.
We would like to address the points raised, based on a detailed review of the communication and tour records:
All daily activities, timings, and inclusions were clearly outlined in your tour document—both in summary and detailed formats. In addition, our local team proactively reconfirmed each day’s itinerary in advance via a dedicated chat group. While we understand that travel can sometimes feel fluid, we would like to highlight that structured communication was consistently maintained throughout the journey.
Regarding transportation after the Sumo experience, the hotel was located just across the street, approximately 150 meters from the venue. However, due to your travel partner’s difficulty walking, a taxi was arranged at the last minute at no additional cost. As this was not a planned inclusion, the vehicle had to be called from approximately 6–7 kilometers away, which understandably led to a short delay. This was an effort by the team to accommodate your situation beyond the planned arrangements.
With respect to the room size in Tokyo, centrally located hotels in areas such as Ginza are widely known for compact rooms due to space limitations. The property was selected for its prime location, connectivity, and accessibility to shopping. We also note that an option to relocate to another room was provided during your stay but writing your concern on a weblink; however, you preferred not to write / move. That said, based on feedback such as yours, we have since partnered with hotels offering larger room categories of 19 Sq Meters vs the 13 Sq Meter room.
Following your customized overnight stay in Hakone at an Onsen, separate from the main group, the remainder of your journey was arranged with private guides. We do acknowledge the instance in Kyoto where the guide was unable to attend due to a personal emergency. However, our team responded promptly—our guide manager, Nomi, personally stepped in, arranged an alternative, and extended additional experiences including a visit to Kobe along with a steak dinner and wine. He also accompanied you the following day and included a complimentary lunch as a goodwill gesture to offset the inconvenience.
We would also like to highlight the positive feedback you shared during the tour itself. You mentioned that Jane was “the best guide in Tokyo,” appreciated Shy for doing a “great job driving,” and shared that you were “having a wonderful day with Nomi,” describing him as a “great guide.” You also noted that one of the hotels was “the best of all,” which we believe was a meaningful highlight of your overall experience.
While we regret that certain aspects did not meet your expectations, we do feel it is equally important to acknowledge the efforts made on ground and the positive experiences shared during the journey. These moments form an integral part of the overall experience and couldn't make it to your review.
We sincerely appreciate your feedback and will continue to work on enhancing both communication and execution to deliver an even more seamless experience for our future guests.
Thank you once again for traveling with us.
Wendy Marks
Team Wanderful Holidays
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