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Customer Feedback

Japan Express

After an Asian cruise from Australia to Japan, we were greeted by the most friendly tour guide, LiLi Utsugi/Ng. What a great lady. The tour took us from Yokohama and the Chinese precinct to Tokyo. In Tokyo we visited shrines, a palace and the Tokyo Tower before time in Ginza shopping district. LiLi ensured we got to sample all the local foods including ice creams and sweets. Just wonderful. Then we took the coach to Mt Fuji and Hakone with a lake cruise and a hot spring.  The bullet train was a highlight (along with everything else) to Kyoto and different shrines and temples. The following day was to Nara Park and the very polite deer that bow before they get a biscuit. Having an absolutely pleasant and very efficient tour guide like LiLi made the tour a complete delight and I would recommend MW to everyone contemplating a tour in Japan.

Client Name: Jasper and Frances Croft

China Tour

For the attention of Trace Olsen and/or Ben Haigh

My wife and I, with my sister and her husband, have just returned from this particular tour.  It’s almost impossible for us to write down how much we enjoyed the tour, the people, the history and the environment, and our first trip to China; so I won’t attempt it.

What I do want to register with you is the harrowing experience that emerged in Guilin and how, almost single-handedly, our (your) tour guide handled the situation and produced a solution.

This particular MW Tour was to end after sightseeing in Guilin and we had separately (separate to MW Tours that is) booked return flights from Guilin to Shanghai, as the first step of returning to our homes in Brisbane and Perth. On our last sightseeing day (Monday) before flying out on the Tuesday, our guide, Lizzie, set about checking and confirming our outgoing flights.  Although this was more our responsibility than hers, she said that she always made sure that outgoing customers have checked their flights etc.  Lizzie’s call revealed that the airline had cancelled the flight some days earlier, and rescheduled it for the Wednesday.  Several serious problems had emerged:

  • The rescheduled flight would not connect with our home flights out of Shanghai on Tuesday night;
  • The flights were booked by a travel agent in Perth and Lizzie contacted her manager in Shanghai, asking that he contact the Travel Agent in Perth.  The Monday was in fact Easter Monday, a public holiday in Australia. So no response from the booking agent.

Lizzie called the airline to seek out an alternative flight leaving Guilin on Tuesday when the next disaster emerged. My sister’s passport has her First Name and Surname only, as in her birth certificate, although she regularly uses a middle name.  The airline would transfer three of us to another flight (me, my wife and brother-in-law), but not my sister because the Guilin / Shanghai flight was booked using her three names.

The solution worked out by Lizzie (and the only one that we could see working) was to transfer the 4 flight bookings to the alternative flight, and to purchase a second ticket

for my sister in her passport name.

All of this took some several hours of Lizzie on the phone (two mobiles at a time I might add), sometimes with the airline, sometimes with her colleagues in Guilin and sometimes with her manager in Shanghai; but most of the time with the five of us huddled in our hotel room, four of us watching and listening to this remarkable person going about her business.

But it wasn’t her business, was it?  It was just added-value of the first order.

We had given our heartfelt thanks to Lizzie as she saw us off at the airport.  I would ask that you make this “above and beyond the call of duty” contribution known to the management of MW tours and your other  related organisations in China, so that the story will get to Lizzie and to her manager.

You have a first class employee in Lizzie and we promised her we would write to you and tell our story.

Best regards

Peter & Leah White

Client Name: Peter & Leah White

Taiwan Tour Oct 2017

Hi Navy

I would like to thank you and grand operator in Taiwan!

My pax Colin/John & Patricia had a great trip in Taiwan in Oct 2017. Hotels are wonderful, tour guides are friendly and nice. Taiwan is so beautiful as well. They can recommend this Taiwan Tour to everybody

Thank you

Client Name: Julie | Helloworld Greensborough

Japan Express & Hong Kong 10-20 Oct 2017

Hello Jade & Navy,

Received a lovely complimentary email from my client Mr & Mrs McGahen who travelled with your recently to Japan & Hong Kong. High Praise indeed.

Many thanks for your assistance with their reservations.


Kind regards,

Sally from Travel On King



From: J McGahen

Sent: Tuesday, 24 October, 2017 9:12PM

To: Sally Lucas

Subject: Re: Japan Express Tour

Hi Sally,

Wasn’t a problem….. After a cup of coffee at the airport, a 10:00am flight to HK and a meal which was served on the plane all worked out OK… Holiday was amazing, all went to schedule, tour and guided were as far as I was concerned first class… and I ‘ve been with Scenic, APT and Travel Marvel and the service, the accommodation and the professionalism with MW was by far, above my expectation. Full marks to Mandarin World Tours… Oh and by the way many thanks for convincing me to stay at the Royal Plaza Hotel as opposed to the Holiday Inn Golden Mile…. The Plaza is ” First Class” accommodation…. and right next to the MOKO Shopping Centre! And I’ve now mastered the HK transit system too…..

Please convey my best wishes to MW… Well done!

My warm regards


Client Name: Mr & Mrs McGahen

Japan Tour

Hi Elle.

sorry for not getting back to you earlier..we have had major phone and internet issues for days and it has put us way behind on our work.

Japan was amazing again, a pretty good bunch apart from one who just wouldnt listen for meeting times etc and would always annoy people..(Theres always one)

Sumo was super cool and well worth planning a trip around..also the Maricar go karts were just the best fun..

I must say I was very impressed with the Metropolitan hotel in Tokyo & the with the Granvia in Kyoto I think we were pretty spoilt.

the Fuji hotel was also very nice and in a great location with views to Mt Fuji. The food (dinner & breakfast) which were included were ok..maybe not up to the standard of the others, but once again I think were were pretty spoilt with those..Osaka the hotel rooms were small, but as expected for Japan..and all were in great locations with easy acces to train stations etc for getting about in the free time we had..

I am certainly glad we had the extra nights in Tokyo & Osaka otherwise it is too much of a rush..

our guide Lili was the best..she just couldn’t do enough to please everyone.

so overall everyone was very pleased with the whole trip.



Client Name: Grant

Ancient Cities & Yangtze River Discovery [17 Days]

Hi MWTours,
I thought I would drop you a line re our recent China adventure. I thought I would let you know we had a fabulous time.
Everything went better than expected. We were at the end of the Chinese school holiday season and before the start of the “Westerners” visiting season, so it made the trip extra special.
I knew it was a small group tour but we had a guide in each city all to ourselves. The riverboat cruise was only half full at best with us and a French student the only english speaking passengers on board.
The food and accommodation were excellent everywhere, although the Beijing hotel room did smell of stale cigarette smoke. The guides were very good, especially David in Beijing.
Cathay Pacific were great to travel with and all up we certainly got our monies worth over the whole trip.
Our “Lonely Planet” guide was a bit misleading as tipping seems to be expected everywhere and tourists need to take plenty of water with them.
We availed ourselves of the porter service at railway stations and it made life a lot easier.
Anyway, plenty of memories for us (and hundreds of pix and videos).
We are looking at visiting Cambodia Laos and Vietnam perhaps next year so we will certainly see what you have on offer.
Thanks again for organising a great time.

Client Name: Keith and Serena Peplar – Booked through Emerald Lake Travel

China Tour

Dear Mandarin World Tours,


We would like you to know that your guide, Richard, and his manager (also Richard) in Xian took wonderful care of us when my husband collapsed at the Xian Airport. We were on an Impressions of China tour and about to go to Shanghai to finish when it became clear that my husband couldn’t go on. Guide Richard helped get Patrick to a local hospital, riding with us in the ambulance. Later he also went with us when they transferred my husband to a larger, city hospital in Xian. Manager Richard picked up our checked luggage and brought it to the hospital. Both Richards stayed with us, translating, helping me get cash, and actually taking care of my husband’s needs better than I could manage myself. They stayed late into the night and returned very early the next morning to help. They rescheduled our flights back to Australia and took us to the airport. We arrived home safely but missed three days of our tour. In short, both Richards went beyond the call of duty to help us and, if possible, I would like MW to reward them in some way.

We are still processing the travel insurance claim and may have to ask you to retrieve documents from the Xian hospital, but that is still pending.

We enjoyed our tour up to the departure from Xian. Our Beijing guide was very accommodating. Our plane from Shanghai to Beijing was delayed 3 hours so we didn’t get to our hotel until 2 am. We were scheduled to do the strenuous Tiananmen Square and Forbidden City tours early the next morning. It was obvious that neither we nor the guide wanted to take this on without sleep so we arranged to start later in the day. All our China Eastern flights were delayed so I would suggest the itinerary of the China Impressions tour not have such big tours scheduled for the first day in China. A 2 am arrival is not reasonable for most tourists facing culture shock as well as the stress of long-haul flights. But on the whole, the tour was very interesting and the hotels very good. We has a great time up to the departure from Xian.

We have recommended MW tours to our friends and we would like to get to Shanghai some day so maybe we will try again.

Kind regards,

Paula Gowans

Client Name: Paula Gowans

China Tour

I am writing to you to say thank you for organising such a great trip for us. We enjoyed it very much and still under the influence of what we have learnt and experienced.

We were greeted and farewelled  in each city with lovely helpful guides and they tried to show us as much as they could in short period of time. Some of them did it on the own time as well.

The only remarks would be to make sure that they use better eateries in Beijing and Xian. The usual places where they take tourists do provide very plain bland food, which I guess what majority of older caucasian tourists from USA and Aus would prefer. But in all other cities guides were taking us to restaurants where they would go (we asked them to do so), and food was amazing. And the second point, if you would need to organise China for someone else, the  overnight sleep in train was generally clean and comfortable, but someone was smoking in one of the neighbouring rooms and all tobacco fumes were stuck in our room ,which was unpleasant. And even the workers on the train couldn’t figure out who was smoking :).

Overall we had a great time and loved our trip to China, which was very well organized.

Thank you,


Client Name: Mahliyo

China, Tibet, Nepal, Bhutan & India Tailor Made

We have had a wonderful holiday. We have been well looked after with no problems but to relax & enjoy ourselves. Our travel agent did a wonderful job.

Janet Carter booked through Rejoice World Travel

Client Name: Mr & Mrs Carter

China FIT Mar 2017

Hello again,

Having recently returned from the independent tour of Xi’an & Shanghai. Firstly I wish to thank the organization of MW Tours for a job well done. Unfortunately, the cancer illness has now caught up with Graham now making it difficult for him to walk. Thi sonly occurred a week prior our departure.

In Xi’an our guide throughout was ” Linda” with car driver Mr Xu. Graham did not venture from the hotel day 1 & remained in the car with driver for the rest of our stay. Personally, we could not have been better looked after they were wonderful as was the Golden Flower Hotel and would recommend this hotel as the place to stay. Likewise the high-speed rail to Shanghai was great with food trolly service to boot.

On arrival Shanghai, another guide was there to greet us. The hotel Sunrise on the Bund was something to write home about, most enjoyable & attentive staff in the dining room where we remained to eat. Inh Shanghai, Graham again decided to remain in the car on both days. On our last day, the guide was there to take us to the airport and fortunately so as it became a little confusing with added security.

With kind regards

Client Name: Flor Noel Raymond & Patterson Graham William booked through ATM QLD

Japan Cherry Blossom Garden Tour Mar 2016

We had a wonderful holiday in Japan. The sites we visited & the places we saw were very interesting. Our group of 32 was excellent company to travel with. We had a fantastic safe driver and a comfortable coach. Our guide Gigi was absolutely brilliant. She was very caring & had a great knowledge of Japan.


Client Name: Roger & Elispeth Mossner from NSW

Taiwan Panorama Oct 2016

This tour delivered all it promised & more. Every detail was on time with comfortable accommodation, extra requests and communication between MWT & the guides on site was clear & deal it with in a courteous manners. I loved Taiwan.

Client Name: Helen Lucas

Harbin Ice And Snow Festival

Hello Navy

Our recent private tour to the Harbin Ice and Snow Festival turned out to be wonderful experience, one we will always remember. Our expectations were certainly met mainly due to your help in putting together our itinerary, answering our many queries before we left and the excellent service provided whilst in Harbin by Wendy, our tour guide, together with our driver. The whole tour just flowed without any problems whatsoever. Our choice of the Holiday Inn Hotel in Harbin proved to be an excellent one given its close proximity to Central Street in Harbin as was the Pullman Hotel, our transit hotel at the Guangzhou Airport.

Hope to catch up with you here in Perth next month


Mike and Jean

Client Name: Mike and Jean

Taiwan Agent Famil Trip Oct 2016

Hi Elle


I wanted to say how lovely it was to be on the Taiwan famil with you, I had the best time and love Taiwan!  I have to say, for your years, you have a very mature outlook.  You impressed me no end, and I was proud of the way you handled yourself in all situations.   I cannot wait to see where this career in travel takes you. Obviously Tracey has recognised your talents, and put you in this position of responsibility, and I wish you all the very best in the world.


I know, getting philosophical, but I recognise management skills a mile off, and you have what it takes to succeed Elle!  With MWT, you will fly – enjoy and I hope to see you again soon,

Thank you again, and appreciate your friendship, in and out of thermal hot springs!


Personally Yours

Client Name: Denise Dean

China Sichuan Agent Famil Trip Oct 2016

Dear Flora and Navy,

Heartfelt thanks to MW Tours, Sichuan Airlines and Flora who invited me to participate in this wonderful educational recently. It was one of the best famils I have experienced. It was well organized, comfortably paced and was an interesting and diverse itinerary. I was fortunate to experience many different and diverse landscapes, cuisines and activities. The Accommodation was exceptional.

Special thanks to dear Flora, our escort who guided our group with professionalism, care and ensured we were all well looked after and any needs were addressed  immediately. It was a pleasure to have met you and shared some amazing moments and laughs!

I will definitely keep recommending your product to my clientele. I can confidently assure my clients Mr/Mrs Schwarz who are travelling with you to Japan in March 2017 that they will be well looked after and have an amazing experience.

Kind regards,

Client Name: Anna Dementiev

5 Days Korea Short Stay 2018

Hi Navy,

Have just had our valued client, Mr Rupert Jarvis return from South Korea where he travelled on “5 Days Korea Short Stay”, tour code 2016081604.

Thought you might like to know that he thoroughly enjoyed all aspects of the tour. Also mentioned their tour guide was excellent.

Kind Regards

Client Name: Margaret Clarke

Japan World Heritage Sep 2016

Dear Jenny,

Just wanted to say a HUGE thank you for your efforts with this booking, the clients had a wonderful time in Japan and were very impressed with MW Tours.

I have full confidence in MW Tours from now on as this was my first pax back from holidays with you guys.

Thanks again.

Kind Regards,

Client Name: Belinda McFarlane

Discover Korea & Taiwan Tour Jun 2018

Hello Jenny,

Just wanted to let you know the Tour to South Korea & Taiwan was great (arrived home Wednesday).  Everything went really well, we had a lovely lady Guide for Korea and gentlemen guides in Taiwan and they all did a very good job looking after us all.  There were 31 of us on the Korea Tour for the 1stys then 10 left to go off somewhere else.  In Taiwan there were just 4 of us, so we were travelling with 2 lovely people from the US (South Dakota) a Grandmother of 73 and her 23 year old Grand-daughter, we all got on really well, enjoyed each others’ company and had a great time.

We loved both Countries, Korea was different to any other Asian Country that we had visited, we found Seoul and Taipei to be very nice cities and our Hotels were in good locations.  In fact all the Hotels were very good, no complaints at all.  In fact the whole Tour went very well, we were picked up from Airports and Hotels on time and were always informed what was happening, and there was plenty of communication and confirmation of arrangements.  We have done quite a few Tours over the years and were very happy with this one, wouldn’t hesitate to use this company again.  I will fill out the survey soon and send it off to you.

Kind Regards,

Client Name: Kathy from VIC



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