First of all, thank you so much for spending time to share your tour problem. We always to want arrange free tour and help tourists as much as possible. However, I’m sorry to hear you had such an unhappy experience. You had to waste time for booking without guide and wait us, your plan was broken. We are so sorry about that.
But I hope that you can sympathy for us because we have already hired more staff and they are new, so your supporter did not understand about your tour carefully. She missed one part of your tour and we are so sorry about that. Also it is our fault when we did not train our staff carefully because there are lack of staff at that time and so busy after Tet Holiday, so new staff did that.
About the value of your tickets, You boyght online and did not have to come to the theater for tickets, we delivery tickets to your hotel or sent to you via email. Whether when you come to the theater, the tickets we gave will be available if we did not keep for you? We must pay fee for TripAdvisor, we must pay salary for staffs, for renting office, for running website, for marketing. All of things will create products we provide. So of course, it will be more expensive than buying directly.
We can’t fix the past but you have my personal commitment to improve the way our staff serves every customer. Until then, please accept my sincerest apologies on behalf of everyone on the team.
Thanks again for sharing your true thought and do come to our office again if you want to enjoy another trip to Vietnam. And we will try to make our system better in the future.
AZ Local Trip Team