1 dag - Bromo Morning Tour start MALANG of SURABAYA // 7.30-16.00 uur

Dear Valued Customer, Mr. Antonio, My name is Fikri, and I am the owner of Smartway Tours, the travel agency with which you booked your Mount Bromo tour. First of all, thank you for taking the time to share your experience. I sincerely appreciate your feedback, which has reached my desk directly today. On behalf of myself and the entire Smartway Tours team, I would like to extend our deepest apologies for the inconvenience and disappointment you experienced. We fully understand how frustrating it must have been to wait for your tour, receive no communication, and ultimately have to arrange an alternative tour at your own expense. Regardless of the circumstances, this is certainly not the experience we want any of our guests to have. Allow me to provide some transparency regarding the situation: 1. Booking Notification Issue. After investigating the matter, we found that a technical issue prevented the booking notification from being delivered to our operational email system. As a result, our team was not immediately aware of your reservation. 2. Follow-Up Contact Attempts. Once we identified the booking, we immediately attempted to contact you using the contact information provided in the reservation. 3. Confirmation Requirement. Unfortunately, we did not receive any response or confirmation from your side. As stated in the tour details, this tour requires confirmation from the customer prior to departure. We also attempted to reach you via WhatsApp; however, the phone number listed in the reservation was not registered on WhatsApp. 4. Additional Efforts to Reach You. As an additional effort, our team contacted the hotel where you were staying. However, due to privacy policies, the hotel was unable to provide guest information or connect us directly with you. 5. Operational Procedure. Based on our standard operating procedures, we are unable to dispatch a tour when we have not been able to establish contact with the guest or receive the required confirmation before departure. Please be assured that there was never any intention on our part to cancel, ignore, or fail to operate your tour. 6. Refund Resolution. Regarding the refund request, I will personally coordinate with Tripadvisor/Viator today and ensure that this matter is handled as smoothly as possible. We are fully prepared to authorize a full refund in recognition of the inconvenience you experienced. As we are committed to resolving this issue in good faith, I would kindly ask you to consider removing the review once the refund process has been completed. We genuinely believe this incident was the result of an unforeseen communication and system notification issue, rather than a lack of commitment to serving our guests. Your understanding and consideration would mean a great deal to us, especially as a small local business that works hard to maintain the trust of our customers. We are committed to providing reliable, transparent, and professional travel services to all of our guests. The situation you experienced does not reflect the standards we strive to maintain, and we are currently reviewing our internal notification procedures to prevent similar incidents in the future. Once again, I sincerely apologize for the inconvenience caused and thank you for bringing this matter to our attention. We truly appreciate your patience and understanding, and we hope to have the opportunity to restore your confidence in Smartway Tours. PS: For any further assistance, please feel free to contact my personal (+62 882-2166-8978) Warm regards, Fikri Owner - Smartway Tours

Thank you so much for your lovely review! We’re truly happy to hear that your family trip with Smartway was fun and meaningful Creating memorable moments for families is always one of our biggest goals, so your kind words really mean a lot to us! We hope to welcome you and your family again for another wonderful adventure in the future!

Thank you so much for your kind review! We’re very happy to hear that you enjoyed the trip and felt comfortable throughout the journey. Our team always tries their best to assist guests with anything they need, so we’re glad we could help, including with your lost item. Thank you again for traveling with us, and we hope to see you again on your next adventure!

Thank you so much for your wonderful review! We’re very happy to hear that you had an excellent experience on your Bromo Tour with us! Hamdan and Mr. Arif will be so pleased to know that their service and support helped make your trip enjoyable from start to finish ✨ Thank you as well for your kind words about the route and transportation. Your recommendation truly means a lot to us We hope to welcome you again for another amazing adventure in Indonesia!

Thank you so much for your amazing review! We’re really happy to hear that you had a fantastic trip to Mount Bromo and that our communication met your expectations from the beginning A special thank you for your kind words about Henry and Mas Dika we’re glad they could make your journey safe, enjoyable, and even more memorable with helpful tips and great photos Your 5 star recommendation truly means a lot to us. We hope to welcome you again for another great adventure with Smartway Tours in the future

Thank you so much for your kind words! We’re truly happy to hear that you had an unforgettable experience and were able to enjoy the beautiful sunrise at Mount Bromo. It’s always wonderful to know that our guests enjoyed every stop and found the tour well organized. Your recommendation means a lot to us, and we hope to welcome you again on another adventure with Smartway Tours in the future! 🥰

Thank you so much for your lovely review! We’re really happy to hear that you had a great day with Hamdan and Mr. Wawan. It’s wonderful to know the trip went smoothly and that you enjoyed the sights without the crowds. We’ll be sure to pass your kind words to Hamdan he’ll be very happy to hear that you enjoyed his photography skills 😊 Hope to welcome you again on your next trip!

Terima kasih atas semangat dan ulasan luar biasanyaaa! ✨ Kami juga berharap bisa bertemu kembali di trip berikutnya dan pastinya akan terus berusaha memberikan pengalaman terbaik untuk setiap perjalanan kakak. Sampai jumpa di petualangan selanjutnya!

¡Muchas gracias por tu comentario! Nos alegra mucho saber que disfrutaste de la excursión y del amanecer mágico. Transmitiremos tus amables palabras a Sandi y al Sr. Dika; estarán muy contentos de saber que hicieron tu viaje aún más agradable.

Terima kasih banyak atas ulasan positifnya! 🌟 Senang sekali mendengar Anda menikmati pengalaman Tur Jeep Malam bersama kami, meskipun penuh tantangan dengan kabut dan jalur off road. Itu semua memang bagian dari keseruan petualangan di Bromo. Semoga bisa bertemu lagi di trip berikutnya! 🙌