Grandcity Travel

Service was bad, I called at 4: 50 to check if they are still open to pick up my passport. The staff said no and her attitude was reckless. Totally no manner. If you are closed why still put it 5pm as closing hour and why even mind picking up the phone? Traveled all the way and got disappointed. When I was on the bus passing by and the door was still open? The lady with short hair also misinformed me last time. She said they no longer help with J visa but when I asked another one they said they are still doing it?

I am a passenger on your company's one-day Great Ocean Road tour on December 30,2023. I am writing this letter to reflect to you the problems I encountered during this trip and to make some complaints about the tour guide's service.and suggestions.

First of all, I would like to mention the tour guide's performance throughout the trip. We took a minibus with a total capacity of 24 people. However, the tour guide did not perform well in introducing the scenic spots. He did not even give a detailed introduction to the most basic history of the 12 Apostles, which made our understanding of the scenic spot very limited.

Secondly, the tour guide’s Mandarin level is poor and the logic of his speech is not clear. In the process of communicating with tourists, it was difficult for us to understand what the tour guide said, which had a great impact on the entire team's visiting experience.

Third, every time we arrived at a scenic spot, the tour guide would disappear first after the passengers in the back row got off the bus, and he was very perfunctory throughout. At the last attraction, some tourists asked if they could add 10 minutes of free time. Especially for some elderly tourists, such a request is reasonable due to inconveniences in their legs and feet. However, the tour guide did not respond positively and lacked due care and cooperation.

In addition, I was constantly on the road during the entire trip, which gave passengers a very poor experience even if there was no traffic jam on the day. Compared with the trip to Penguin Island the previous day, the tour guide surnamed Xie performed very well. Even if there was a traffic jam, the tour guide could handle it properly and provided good service.

As a regular customer who participated in the Melbourne Great Ocean Road day trip for the fifth time, I was very disappointed with this experience. I understand the intense pace of group travel, but the problem this time mainly stems from the service attitude and level of the tour guide. I hope Hongcheng Travel Agency can pay attention to this complaint and provide certain training and management for the tour guides it hires to ensure that they meet the corresponding service standards.

I don’t have too high requirements for your company’s services, I just hope that you will be more careful when choosing tour guides in the future to ensure that they can provide better services to tourists. I have had good experiences in group tours led by Hongcheng Travel Agency. I believe your company has the ability to solve these problems and improve service quality.

I hope you will take my complaint seriously and look forward to your taking measures to improve related problems and enhance the overall image of Hongcheng Travel Agency. Thank you for your attention and cooperation.

I came to Grandcity Travel for my visa in Japan. An incident happened when I need to travel outside Australia next week but I was so panic that I think I could not get back my passport soon for my overseas trip.

BUT the team at Grandcity Travel was so supportive and tried every way to help me get my passport before my trip. It is of course my fault, but I really appreciate the team efforts to help me. 5 stars Keep up the great work!