Tourland

Hello Sir, Thank you for your feedback. We are very sorry to hear about your unsatisfactory experience on September 22, 2025. We sincerely apologize for any inconvenience caused by the communication difficulties and the city tour not meeting your expectations. We also regret that you weren’t able to contact us directly on the day of the tour, we would have been happy to assist immediately and see what could be done to improve the experience in real time. Unfortunately, after the fact, there is less we can do on the spot, and we truly regret that this may have left you with an unpleasant memory. Please be assured that we take your concerns seriously. We will investigate the situation with the guide and clarify the circumstances. Our team will be reaching out to you directly to follow up and discuss the matter further. We appreciate your understanding and patience.

Thank you for your feedback. We're sorry for the delayed departure and for your disappointment regarding Red Rock Canyon. The late start was due to unexpected traffic conditions, but the total tour time remained unchanged. Regarding Red Rock Canyon, we always check with the park authorities on the day of the tour, as the opening status can change daily. Although it may have been open a few days prior, on the day of your tour, we confirmed it was closed due to wildfire-related safety concerns, and made adjustments accordingly. We're sorry if this was not clearly communicated and caused confusion. We truly regret any inconvenience and appreciate your understanding.

Thank you for taking the time to share your feedback. We are truly sorry to hear about your experience and the disappointment you felt during the tour. We would like to clarify that the tour guide assigned to your group is indeed a native English speaker. As noted on our tour page, this is a bilingual tour, and the guide provides information in both English and Chinese to accommodate all guests. The content shared in both languages is the same, and we sincerely apologize if this caused any misunderstanding or led you to feel left out during parts of the trip. It is especially unfortunate that we only became aware of your concerns through this review. Had we been informed of your discomfort during the tour, we would have been more than happy to step in and assist promptly. Regarding the tipping issue, please rest assured that if tips are prepaid or included in the package, the guide is instructed not to request any additional gratuity. However, if guests voluntarily wish to offer an extra tip as a token of appreciation, it is, of course, welcomed but never mandatory. Our company has a strict policy prohibiting tour guides from requesting tips directly from guests. Any violation of this policy could result in serious consequences, including termination. We believe there may have been a misunderstanding, as our tour guides are not allowed to request tips from guests. We trust our staff to act professionally, but we will also follow up internally to ensure everything was handled appropriately. Thank you again for bringing this to our attention. Your feedback is important to us, and we truly appreciate the opportunity to continue improving our services.