I have just completed an 11 day tour of Vietnam and Cambodia with Best Travel. Even getting to Vietnam was a trauma. I booked this trip in May and was given travel dates. I was informed in December around two weeks before I was to fly out that these dates were not available and that I would have to travel one day later and then two days later as the plane was booked out and the airline did not honour group bookings. I had already booked other tours with another company. After 30 emails and complaining to Webjet they finally flew us out on the promised dates. When we got to Vietnam our tour guides were knowledgeable and wonderful. The company had not however communicated our tour options, movements, flights etc and many on our trips had to justify motel choice, that they had paid for tours and even that we had flights to Cambodia. Our tour guide had been told to take us to the border of Vietnam and Cambodia on a bus and we were to be met by the Cambodian tour guide!!!!!
Also Best Travel has a hidden charge - a tipping charge of for us $110 a trip, $10 per day. Considering there was 32 people on our tour this amounts to $320 a day extra for supposed tips. Only trouble was none of the people servicing us received any of this money. Not the guides, the crew on the boat that sailed us around Halong bay or the villagers. I have asked the company where this money went but have not received a reply yet. We were actually presented with envelopes to tip the crew of the Halong boat cruise and asked for tips for poor villages who rowed us along the Mekong.
So therefore the people on the ground were wonderful - guides, hotel staff, villagers etc. The people doing the organisation were terrible.
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