Was supposed to have an English guide but Grace's English was very poor. 90% of tour was in silence. When questioned at the different sights she checked her mobile and showed us the auto translation. After about 8 hours we still didn't know much about Suzhou history, present or lifestyle because when asked, she either didn't answer the question or didn't understand them. After a while it was just too tiring asking her anything. She is also ignorant of where the restrooms were at the railway station, the gardens and the Panmen gate. At one point we had to scramble past road railings to get to the car at the bus stop. Her inexperience was so evident. Very disappointing tour!
Dear Alice Thank you for taking the time to share your feedback. During your trip, we provided punctual pick-up and drop-off services, local snacks and lunch, a professional driver and vehicle, entrance tickets to all attractions, and over eight hours of guided touring. We sincerely apologize that the tour guide’s English proficiency did not fully meet your expectations, which may have affected the clarity of some historical explanations. We would also like to clarify a few points mentioned in your review: Restroom arrangements: We followed the volunteers’ guidance and accompanied you via elevator to a nearby, cleaner restroom, which you acknowledged at the time. Flower identification: When you inquired about a flower in the garden, we used a plant identification app to confirm it was a Green Calyx Plum and shared the information with you immediately. Railing situation: After the restroom visit, we suggested stepping over a low railing to avoid a lengthy detour back to the vehicle. This was intended purely for convenience and did not pose a safety concern. We take great pride in delivering attentive and responsible service. It is therefore disappointing to see aspects of your experience described in a way that does not fully reflect the situation. Nonetheless, we value your feedback and will continue striving to improve and provide all our guests with professional and thoughtful service.
