Dijia business hotel

Sent to: the person in charge of XX travel agency sent from: the batch number XXX, the tour group XX, the guest subject: complaining about the service provided by your travel agency XX group and the travel time: XX, XX, XX.

Cause of the incident: At 8: 00 a.m. on 20 14 10, two people, one big and one small, arrived in Haikou and checked into the Kaifeng Hotel on Binhai Avenue118. A local friend brought a travel leaflet to help us contact Angang (tel: 1399), the business person on the leaflet, at about 10: 30. We signed a travel agreement with Angang in Kaifeng Hotel118 and handed it over to 400 yuan. When signing the agreement, Mr. Angang doesn't want to explain the itinerary in detail, just in case, please write it briefly. Because I trusted my friends and wanted to stay in Haikou for a few more days after my previous trip, I still needed to join a group, so I didn't ask for an invoice at that time. Who knows, a very unpleasant thing happened during the trip, which made us have to complain to your department about the following points:

First, the quality of tour guides is low and their attitude is poor.

1October 3 1 65438 At 7: 30, we got on a tourist bus with the license plate number "Joan B03760" at Xingang Wharf. After the bus started at about 9: 30, we met our tour guide Wang Yang (Tel: 13976086330).

1, no tour guide card.

After an unpleasant trip, members of the tour group asked the Wang Yang tour guide to show their tour guide cards. From beginning to end, he didn't show his tour guide card, just looking around.

2, explain the lack of initiative.

On the way, Wang Yang's tour guide's explanation is extremely rare. At the request of the members of the tour group, the tour guide in Wang Yang said: The next stop is * *, how about going somewhere? Please be patient. Within three days, the tour guide in Wang Yang Middle School only told the story of "Li nationality is small", "Li nationality is constant elder brother" and "Luhuitou", but when introducing the situation of Haikou to everyone, the street name was wrong. Some scenic spots that can only be seen by car should be reminded in advance when they arrive, but the tour guide in Wang Yang didn't remind them, such as "Sculpture of Red Female Soldiers Memorial Park". I waited for the bus to pass the scenic spot and asked everyone how they felt. Everyone on the bus said they didn't see it, and the tour guide in Wang Yang didn't remedy it.

3. Bring "relatives".

And Wang Yang, the tour guide's "wife". I can't confirm her identity, because when I first got on the bus, the woman said that she had just met a tour guide in Wang Yang. After traveling together for a period of time, because of the need to mediate the contradiction between Wang Yang's tour guide and group members, the woman came forward to call herself a friend of Wang. On the third day, the tour guide told everyone in Wang Yang that the woman was her "wife" and it was hard to tell whether it was true or not. On the way, the tour guide in Wang Yang rarely explained that it was a voice problem (it seemed hoarse, but it was full of anger when arguing with the members), but he talked and laughed with the lady all the way. Apart from this woman, there are 27 members in our group. The woman ate dinner and lived with Wang Yang, the tour guide.

4. Unreasonable increase in expenses.

On the evening of 65438+1October 3 1, when staying at Xinglong "Jin Xin Villa", the tour guide Wang Yang asked each member to pay the travel fund 120 yuan, and those who did not pay would not be accommodated. In the evening 19: 00, we arrived at Jin Xin Villa. After 20: 30, some members couldn't stand the fatigue of the journey and paid the money before they started to check in. Under the repeated protests of two people and six old people in Wenzhou, Zhejiang, the tour guide in Wang Yang agreed to reduce the price, so at 2 1: 40, all the people paid 120 yuan, and the six old people paid 240 yuan to arrange accommodation. (Everyone goes to 20 yuan every day, and all participants have a three-day and two-night tour, and pay 20 * 3 * 2 = 120 yuan; Six old people took part in a two-day and one-night tour and paid 20 * 2 * 6 = 240 yuan. I wonder where this 20 yuan standard comes from.

5. Do not accept criticism from members and have a bad attitude.

A 10 3 1 that night, when six elderly people insisted on refusing to pay the fund, Wang Yangli's tour guide threatened them and had physical conflicts.

B, because when you checked into the hotel on the evening of June 365438+1October 3 1, the tour guide from Wang Yang didn't inform you of the breakfast and meeting time for the next day. On June 65438+1 October1,Xiaoxiao came later than everyone else. The tour guide from Wang Yang blamed Xiaoxiao and complained about him. The tour guide from Wang Yang shouted loudly: If you complain, get out now.

C,165438+1at 8:00-9:00 am on October 2, the tour guide in Wang Yang raised great objections after showing us the "Golden Coconut Knife" that was not included in the itinerary. The tour guide in Wang Yang shouted impatiently: I can't take you, either you get off or I get off.

D. From the first day, there were fewer scenic spots, and tourists questioned it. The tour guide in Wang Yang said that he would not reply after explaining it later; On the third day, after I strongly protested the omission of scenic spots and asked for a reply, the tour guide in Wang Yang Middle School had a very bad attitude, saying that we were an outreach worker (Angang) and were scribbled on the leaflet, which could not give us a reasonable explanation.

6. Poor communication.

During the stopover, two tourists can't share a standard room because of their father-daughter relationship. The tour guides in Wang Yang don't communicate with other tourists to find a solution, but only ask tourists to pay the room fee. At that time, I felt that tour guides could not ask tourists to increase their prices so casually. He said he couldn't get the money together, so the tour guide in Wang Yang scolded me for talking too much.

7. Get rid of tourists and get off early.

Wang Yang's tour guide and his wife got off the bus about half an hour away from Haikou, and failed to do their duty to accompany the tourists all the way.

Second, the journey is greatly shortened and the beam is changed.

We signed up for a three-day and two-night tour, but the actual itinerary turned into a tour focusing on shopping and visiting factories. Our actual detailed itinerary is as follows:

D 1, 10, 3 1:9:30 from Haikou, Wanquan River drifting, red female soldiers (passing by, the tour guide didn't tell the tourists, everyone didn't see it), a large village with Li customs (not entering, due to extra fees 10 yuan), thriving. Stay at Jin Xin Villa for the night (where the tour group first clashed with the tour guide)

D2,165438+1October 1:8 o'clock (the second conflict between tourists and tour guides), Hairun Pearl Farm, Dadonghai, Dijia Crystal, Tianya Haijiao; Check in Sanya South Haiyun Hotel (Tel: 8827 1588)

D3, 165438+ 10 at 2: 7:20, Golden Coconut Knife (the third conflict with the tour guide after the visit), Yalong Bay, Chunhui Coconut Processing Factory, shopping mall, and return to Haikou (the arrival time in Haikou is about 14: 20).

The missing scenic spots include Xinglong Botanical Garden, Menshan Garden, Licun Miao Village, Smuggling City, Beauty Crown, Ignition Platform of the 11th Asian Games, Dongshan Mountain, Bird World, Nanwan Monkey Island, Nantianyizhu, Buddhist Cultural Tourism Zone, Butterfly Valley, Bird Garden, Haimen Park, West Island Maritime Entertainment World, Southeast Asia Style Garden, and being unable to enjoy free hot spring baths due to accommodation disputes.

Change scenic spots: Southeast Asia Style Garden is replaced by Li Style Village, Jingrun Pearl Farm is replaced by Hairun Pearl Farm, and Crystal Expo Hall is replaced by Dijia Crystal Processing Factory.

Five factories have been added to visit and shop: coffee factory, crystal factory, coconut processing factory, knife factory (which is the most unbearable) and shopping mall.

On the way, I learned a lot about the trips of other members, all of which were shortened to varying degrees.

3. Refuse to issue invoices and negotiate settlement.

165438+10.2 After returning, contact Mr. Angang, who signed the agreement before, to get the invoice and complain about the shortened trip and the extra charge. Mr. Angang said that I didn't ask for the invoice before, so he couldn't provide the invoice. Secondly, it is true that it is too haggle over every ounce; When he asked for advice greatly, he threw his mobile phone aside and refused to answer it. Hou Angang called back and asked us why Wang Yang wanted to increase the cost and reduce the trip on the evening of June 3 1, and he didn't inform us. He replied that we called him on the evening of June 3 1, and the person who answered the phone claimed that he didn't come back from a day trip. As for the problem of shortening the trip, we asked the tour guide Wang Yang why we didn't go to the missing scenic spots. Wang Yang asked us to contact Angang, and we retorted that this was an internal problem of their company and should be communicated and coordinated by themselves. Due to poor communication, Angang dropped his mobile phone because of a quarrel. After that, we called again, and his mobile phone has restricted incoming calls, and the landline refused to answer.

Fourth, other issues.

In addition to the above major issues, other minor issues are raised together.

1. The tourists were not informed of the transfer. On the way, when talking with group members, I learned that I had signed up for travel agencies such as China Youth Travel Agency and China Travel Agency. I didn't get a reply from the travel agency that undertook this trip;

2. The schedule is not in place. Angang told us1wait at the gate of the hotel at 7: 30 am on October 30th. 10. As a matter of fact, at 7: 30, we couldn't wait for the bus in front of the hotel. Angang took us to Xingang Wharf, then got on the bus and waited until around 9: 30 to start the tour. 111October1The assembly point is Dadonghai 12: 00, and the train 12: 30 arrives;

3. Reduce the star rating of the hotel. When signing the agreement, Angang Business indicated that it was a three-star hotel. June 1 65438+1October1The hotel "Southern Haiyun Hotel" staying in Sanya has no so-called star rating at all.

Attachment: 1. Tourism participation agreement;

2. The front of the leaflet;

3. The reverse side of the leaflet;

4. 10, 3 1, handwritten courses, signatures of group members, and contact numbers of members of this tour group in case of disputes when staying in Jin Xin Villa;

5, the factory visit card and tour guide plus travel fund receipt.

Advice to friends who go out:

1, don't pick up leaflets in the street, choose a formal and powerful travel service company;

2. Do not tell the merchant to sign the agreement at the hotel, but must go to the travel agency to sign it;

3. Before signing the agreement, check whether the relevant licenses of the travel agency are complete, and then check whether the travel agency is registered. Tel: 1 14 (unregistered people mostly attract customers in the name of travel agencies);

4. Name of scenic spots, time, self-funded items, free items, name of accommodation hotel, etc. It should be clearly pointed out in the agreement;

5. The above are the matters that need to be paid attention to when individual tourists join the group. It's best to organize a group, eat better or travel by yourself. Plan the route in advance.

6. Friends who travel in Hainan must pay attention and ask the travel agency to indicate that the price includes "fund".

Remarks: This complaint is made in triplicate and sent to relevant complaint handling government departments.