The company put us on a whatsapp chain presumably posting our personal phone numbers and sharing it with strangers: then two weeks before the trip the tour guide messaged everyone saying, "due to unforeseen circumstances I'm no longer able to guide your tour...we will keep you updated if we are able to arrange another guide." A few days later they said, "we're sorry but this tour has been cancelled." When I messaged regarding whether they were still looking for a tour guide, or when we should expect a refund, another suggestion of who we should go with, were they able to give a tour at a different time, there was RADIO SILENCE from the entire company. I had our concierge at the hotel try and reach out and leave several messages: still nothing. As of this post, there has been no refund, no communication, AND the tour is still listed as available on Trip Advisor. AVOID THIS AT ALL COST. I am still within the cancellation window and will hopefully get a full refund. AVOID YURAGI AT ALL COST.
Dear Guest, Thank you for taking the time to share your feedback. For the benefit of future travelers, we would like to respectfully clarify the circumstances surrounding your booking. According to our operational records, our professional guide arrived at the designated meeting location prior to the scheduled time and remained on site to welcome you. Regrettably, as you were unable to join us, your reservation was recorded as a No-Show. In accordance with the standard terms agreed upon at the time of booking, refunds cannot be provided for missed departures. We would also like to assure you that our team did not issue a cancellation notice, nor do we ever compromise guest privacy by sharing personal contact information. It is possible there may have been a misunderstanding or confusion with another arrangement. Because we maintain the highest standards of service and integrity, we take claims of this nature very seriously. We have submitted our guide’s attendance records and full reservation logs to Viator for official review. Warm regards, YURAGI Guest Relations Team
