16 Jul 2024
I signed up for Marble Mountain + Hoi An from Danang.
For Marble Mountain, they have forgotten/missed me out, didnt pick me up from hotel as promised. After few calls after passing 30 min of the promised time, someone text/call me back. They admitted and apologised that they have missed me out, but immediately sent another taxi/Grab to fetch me to Marble Mountain to meet up with the tour. However, it was heavy rain when i arrived, and they didnt manage to let me join in the tour as they are already half way through. The tour company felt bad of my experience and immediately tell me they will propose for partial refund.
Nonetheless, I managed to join them on the 2nd part, ie the trip to Hoi An, from 6-9pm. It was a great experience, they brought us for a meal of 6 types of local Vietnam food, including the famous chicken rice, Guang Noodles, spring rolls etc. The guide is very helpful and patience, did all his best to make sure we know how to go about in the Hoi An town and ensure we know where is the meet up point.
After the trip, the tour company also continue to check with me on my feedback and keep me updated while they are trying to process with the partial refund and informed me that it will take a few days.
No doubt they have made a mistake, but they have been trying their best on service recovery. Thank you so much for giving me a good experience in Hoi An!