We completed the private tour for 4 seniors (2 couples) from Middle East.
Unfortunately, we needed to change the guide during the tour to resolve a conflict, which is originated from the meals.
The person who contacted us and arranged the itinerary and the other tour conditions chose Weekend Meal option at US$20 per person/meal. But, when he said “Please exclude the pork and the sea food”, our Sales Desk should have advised them either “You had better exclude the meal budget. Instead, we will assist the guests to the appropriate restaurant at each meal time.”, or “You need to increase the meal budget into US$40 because the beef is expensive at Korea.” I.e., We are partly to blame.
The tour has started. We are getting nervous as we got more negative feedbacks.
By saving the meal budget, we brought them to Korean beef BBQ restaurant (because local Korean beef is expensive menu). But, they didn’t touch any side dish looks red color, or herb flavor. Finally, they refused to visit any Korean restaurant.
They persisted to visit pasta, or western steak house only.
We suggested a compromise proposal; “We will refund the remaining meal budget and we will assist you to find the pasta restaurant, or western steak house.”. For this proposal, they doubted the truth. But, reluctantly accepted our proposal on the 8th days. In the meantime, we had replace the guide.