Scribd
Upload
280 views2 pages

Travel Complaint: Tour Experience Issues

The customer wrote a letter of complaint about a 5-day tour to Beijing that did not meet the claims made in the travel brochure. [1] The hotel accommodation was not 5-star as promised and was in poor condition with broken lights, peeling walls, and a rat in the room. [2] The food was poor in both quality and variety, with only 4-5 dishes per meal and one time finding a cockroach in food. [3] The tour guide was unprofessional by being an hour late, not elaborating on attractions, and being rude and threatening towards the customers. [4] There were also hidden charges for entrance fees and a guide fee that were not mentioned in the broch

Uploaded by

Валерия Кузнецова
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
280 views2 pages

Travel Complaint: Tour Experience Issues

The customer wrote a letter of complaint about a 5-day tour to Beijing that did not meet the claims made in the travel brochure. [1] The hotel accommodation was not 5-star as promised and was in poor condition with broken lights, peeling walls, and a rat in the room. [2] The food was poor in both quality and variety, with only 4-5 dishes per meal and one time finding a cockroach in food. [3] The tour guide was unprofessional by being an hour late, not elaborating on attractions, and being rude and threatening towards the customers. [4] There were also hidden charges for entrance fees and a guide fee that were not mentioned in the broch

Uploaded by

Валерия Кузнецова
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

6D Jack Tam

Workplace Communication: A Letter of Complaint

Dear Sir/Madam,
I am writing to inform you of my dissatisfaction with a five-day tour to Beijing.

On 29th October, 2015, I joined the five-day tour as I was impressed by the
description in your travel brochure. I desired to spend my time on a fancy vacation.
However, my enjoyment of the trip was spoiled and shattered by a number of
problems, and consequently the tour did not live up to the claims made in your travel
brochure.

First of all, the hotel accommodation was awful. It was not the five-star hotel as
promised. The interior décor was horrible --- lacquer was peeling off from the walls
and there were spider webs everywhere. The lights were mostly broken and the floor
was filthy. More importantly, I found a rat crawling around my room. I couldn’t sleep
well because of its squeaky sounds.

Secondly, both the quantity and quality of food was poor. Honestly, there was no
variety of food. Each table was served with only 4 to 5 dishes in every meal and the
food was tasteless. Furthermore, the restaurants were unhygienic! I remember once I
found a cockroach inside my bowl of congee! That was completely opposite to your
claims that those restaurants are ‘prestigious’.

The third point I want to make concerns the tour guide. The tour guide,
Mr. Chan, was one hour late for our schedule due to his personal matter, but he
offered no apology when he arrived at noon! Your tour guide did not elaborate for us
the attractions of any of the scenic spots. Instead, he just gave a brief introduction and
told us to go on our own activity. This showed his idleness and unprofessional attitude.
In addition, he was rude and hot-tempered. He told us to get back immediately or he
would leave us behind when we spent a bit more time watching the scenery. In case
we were walking too slowly, he would even swear at us. I was extremely upset by his
threatening remarks. Not only was his behaviour unacceptable, but his condescending
manner really got under my skin
.
Last but not least, I did not understand the surcharges of the tour. Your brochure
said there would not be additional charges in the trip, but I found that there were tons
of hidden charges in the tour. For instance, we had to pay the entrance fee to the
Beijing Zoo. Your tour guide also told us to pay the guide fee of $50 per person when
we were on our way back to the hotel for arrangement of free activity. It happened at
short notice and that confused us a lot.

I am most annoyed that I wasted my five-day vacation on this trip. My impression


of your agency has been tarnished. What I experienced on your tour was far from the
claims made in your travel brochure.

I do seriously hope your agency will take this case seriously and investigate this
matter as soon as possible. You should cover areas that include accommodation, food,
tour guide and hidden charges. I believe this is not the way your agency wish to serve
customers. I would welcome the opportunity to further discuss these matters and to
learn of how you propose to prevent similar situations from happening. I look forward
to hearing from you soon.
Yours faithfully,

Pat Chan

Common questions

Powered by AI

The complaint letter highlights the importance of service quality and communication by showing how unmet expectations, poor accommodations, inadequate communication from tour guides, and unexpected costs can ruin the traveler’s experience. It underscores the necessity for accurate service delivery and open communication as vital components in meeting customer expectations and ensuring satisfaction in the travel industry .

The tour guide's behavior had a negative psychological impact on tourists, leading to feelings of extreme upset and discomfort due to his rude, threatening, and condescending manner. This not only disturbed the enjoyment of the tour but also tarnished the overall impression of the agency among customers .

The food did not meet the brochure's description because it lacked variety, with only 4 to 5 dishes per meal, and was tasteless. Additionally, the hygiene standards were poor, as evidenced by the presence of a cockroach in a bowl of congee, contradicting claims that the restaurants were 'prestigious' .

Hidden charges severely impacted the travel experience as they went against the brochure's promise of no additional charges. Unexpected costs such as entrance fees and an unannounced guide fee created confusion and dissatisfaction among the travelers, contributing to an overall negative impression of the tour provider .

The letter suggests the agency failed to deliver on the marketed promises as described in their travel brochure. The significant discrepancy between the advertised luxurious and problem-free vacation experience and the actual substandard service received, such as poor accommodation and the presence of hidden fees, indicates a misalignment between marketing claims and factual service delivery .

The traveler was extremely dissatisfied with the hotel accommodations, describing them as awful and far from the promised five-star quality. Specific issues included peeling lacquer on the walls, spider webs, broken lights, a filthy floor, and even a rat in the room, which disrupted sleep .

The main areas of complaint in the letter about the five-day tour to Beijing include substandard hotel accommodations, poor quality and unhygienic food, unprofessional and rude behavior from the tour guide, and the presence of hidden charges contrary to the promises in the travel brochure .

Ignoring feedback like that in the complaint letter could lead to long-term repercussions for the travel agency, including a damaged reputation due to negative word-of-mouth, reduced customer base due to dissatisfaction, and potential financial losses. Failing to address issues might also weaken customer trust and loyalty, ultimately affecting the company's market competitiveness .

The letter holds the travel agency responsible for addressing the complaint by urging them to take the issues seriously, investigate thoroughly, and ensure improvements in areas like accommodation, food, tour guides, and hidden charges. It seeks a response on how the agency plans to prevent future occurrences of similar problems, reflecting on the importance of maintaining service standards .

The tour guide's behavior was characterized as being unprofessional, rude, and threatening. He was late and offered no apology, did not provide detailed explanations of attractions, and was aggressive towards tourists, even swearing at them for walking slowly. This behavior starkly contrasts with expected service standards requiring professionalism, courtesy, and comprehensive guidance .

You might also like