It is very easy to make complaint. Please read and follow the following steps:
Step 1. If you are unsatisfied with the service we provided, please notify your local tour guide or your travel advisor immediately. We can often deal with problem while the tour is in progress if we are aware that you are unsatisfied. A happy customer is our best advertisement.
Step 2. Guilincts.com realizes that occasionally things go wrong, our services (including hotels, air & train fares, attraction entrance fees and meal costs) are bellow the standard of the contract or agreement, and we have system in place to deal with complaints which is supported by our Money Back Service Guarantee. In the event of a complaint or claim for compensation, inform us by email, regular mail, or facsimile in writing within 15 days from the end of your tour. Relevant receipts and substantiating evidence must be attached to the letter of claim. We will not be liable for any claims made later than 15 days after the completion of your tour.
Step 3. In the unlikely event that a customer is unhappy with the way that we have dealt with a compliant, a written or verbal complaint can be made to China National Tourism Administration within 90 days, or Guilin Municipal Tourism Bureau.
The contact information for Guilin Municipal Tourism Bureau are as follows:
Add: 14 North Ronghu Road, Diecai District, Guilin, Guangxi, P.R.China
Tel: (86)773 280 0315
Website: http://www.guilintourist.com http://www.guilinlj.com/
The contact information for China National Tourism Administration are as follows:
Add: 9A Jianguomennei Ave., Beijing 100740, China
Fax: (0086-10) 65122096