Business ProfileforStunning Tours

2yrs ago we booked w/Stunning Tours:11-day Air incl to *****. Approx. 2mo from dep, Rep ***** emailed, a $600pp incr was req due to airfare increases! They had 50% of our $ for almost 2 years. Claimed the carriers Air ******************************** Air China, weren't flying to *****.We, in good will dep our funds early, for EarlyBird rate. Options given: cancel/get refund/postpone trip. We'd pre-purch non-ref tkts to attractions in ***** and out the funds access for the 2 years they held them!Tkt thru ************** to connecting flt to **************. No info on need to retrieve luggage, go thru immigration, where to re-ck luggage to next airline, go to another terminal by bus, thru more security 2X. The Co. should'v had a rep in ****** to assist **. Helpful to have known phone QR codes aren't accepted, only paper tkts! We barely made our flt.In ****** others on tour charged airfare incr; however, the *** charged varied! Those of ** that signed ** earlier to get the Early Bird disc, paid the most! No matter when and what was paid, everyone was brought up to a pp rate of $2199! Our group of 12 was charged an additional $600pp, others on tour were charged betw $700-$200pp more! Another dishonest move was the opt tours quoted price. Prior to tour, quoted a price in Yen with an approx cost in Dollars. Ex: Tour to ********* quoted as 36,000yen/approx $335. Yet were charged 45,000yen, in today's exchange still $335! I've never heard of a tour being based on the out-of-country tourists' denomination! The tour guide, raised the cost of the tour by approx. $66pp! They did this on the tour in ***** and in ***** cost went from 10,000yen to 13,000yen Approx $20pp more!Guide tried to get us to pay additional tips above the Mandatory $150pp already paid! Never saw guide on last day:reluctant or ignored ** when asked for assist. ** side, decent hotels/breakfasts/fairly comf bus. Value good, not great. Only fair to reimburse ** for fare incr based on those who paid the least: $400 pp ref

Thanks for sharing your feedback with us. Please allow me to address the issues you brought up. 1.Regarding the increase in airfares. I do understand the extra payment you had to make, but the it was used to purchase the flight tickets for you and your group members. On our initial promotion package, our land only package was priced at $1149, and the flight was $300, with an additional $150 as gratuity. The discounted flight was based on the contract price we had with China Eastern and Air China. However, neither of them resumed their services for the route(****-*****-China-*****-****) at the time of your travel(even as of today May 22th, 2023). Therefore we lost the group flights option and had to communicate with every customers regarding the situation. We gave the options of either fully refund, or switching to a land package, or purchase the air tickets through ** and we will offer some discount on the total price. You decided to take option 3 and paid the extra $600 for the increase in the flight costs. So in total you have paid is $1,449+$600+$150, which is $600 more than your original price. Please note this is purely because of the rise of the airfare. I have attached the receipt for the flights we purchased for your group. You can see the price is $1060.95 per person, which is $760.95 more than the original contract flight cost we had with the two partner airlines. And furthermore, we offered $100 discount per person. Which means the total discount we gave your group members was $260.95 per person. These numbers are all supported by receipts 2.The above issue applies to all of our customers and we had to communicate with them and gave them the options of either getting refunded, or get the flights from other carriers. While all of the other carriers were more expensive than our original partners, we did offer around $200 discount to all of clients just because of the inconvenience.3.Thanks for sharing your experience at the airport. Unfortunately we cannot assign a representative at **************. This is because our customers are from all around the world, especially ******, ***, ********* and ** and they do use different airports to get to *****. We dont have enough resources to put a representative at all of the transfer airports. 4.The itinerary you signed up for has a few free days in *****. There were only hotels arranged for the free days, and they were purely for the guests to explore the city on their own. This was requested by many of our guests so they get to spend sometime outside of the itinerary. This is why there wasnt a tour guide on the free days. 5.Regarding the optional tour prices you mentioned, please note that they were all offered by our operator directly and we only put the prices on our website as a guidance. We dont handle the payment, or the booking process. But you are right that it was based on local currencies. Can you provide the receipts, so that I can see if we can work with the operator and try to get a partial refund? Thanks again for taking the tour with **. Please provide the receipts or bank statement for the optional tours so I can help you get a partial refund.

We appreciate the acknowledgement of unfair pricing of the optional tours and the willingness to right this wrong with refunds; however, your explanation does not explain why everyone on our tour paid different amounts for the so called air increases! It is not honest to hold our funds for nearly 2 years, since we booked early to get the "Early Bird discount", to then have to pay more than others on same tour that booked later and did not receive this discount! How is it fair that we pay $600 more per person, while others on our tour only paid $200 more for the exact same round trip flight routings and same departure and arrival times? As I mentioned in my original letter, your *** choose a monetary amount of $2199.00 and no matter what we originally contracted the tour cost to be, we where all charged additional funds bringing each of ** up to this apparently random monetary amount of $2199.00! So, those of ** who originally paid less than others, for exactly the same tour and flights, have to pay more?How can this be honest business practices?

We appreciate the acknowledgement of unfair pricing of the optional tours and the willingness to right this wrong with refunds; however, your explanation does not explain why everyone on our tour paid different amounts for the so called air increases! It is not honest to hold our funds for nearly 2 years, since we booked early to get the "Early Bird discount", to then have to pay more than others on same tour that booked later and did not receive this discount! How is it fair that we pay $600 more per person, while others on our tour only paid $200 more for the exact same round trip flight routings and same departure and arrival times? As I mentioned in my original letter, your *** choose a monetary amount of $2199.00 and no matter what we originally contracted the tour cost to be, we where all charged additional funds bringing each of ** up to this apparently random monetary amount of $2199.00!So, those of ** who originally paid less than others, for exactly the same tour and flights, have to pay more?How can this be honest business practices?