On Friday, 20 September 2013 we were to be picked up on a day tour to Mt Fuji and Hakone. The meeting time was at 8:10 at the ‘Front Information’ desk at Keio Plaza Hotel in Tokyo. We were waiting at the meeting place from 8:00 to 8:30 but no bus came to pick us up. We requested the hotel reception to find out what caused the delay. Following inquiries made by the hotel staff with the bus company (Sunrise Tours), approximately at 8:45 they advised us that the bus did not stop at the hotel and asked us to catch two taxis to catch up with the bus already on its way to Mt Fuji. We were also asked to pay the taxi fare. This was the most unbelievable, ridiculous proposal after having paid the tour in full. We were very annoyed and the payment request was vehemently refused. The attitude of the hotel management was disgusting. Few minutes later, the Operations Manager of the bus company rang me via the hotel phone and provided us with two taxis at their costs to catch up with the bus which was about 30-40 minutes away from the hotel, at that moment.
What a dreadful start of a day on a foreign tour! We were surprised that the ‘Sunrise Tours’ representative (guide) who was in charge of the tour did not pick us up (6 persons) and still not realised the missing persons in the ‘list of participants’ and not noted the six vacant seats on the bus. This incident caused so much psychological stress early in the morning and we did not get the value and satisfactory service for our money. After returning to Australia, we strongly demanded an investigation to find the offender responsible for the ‘big blunder ‘and we are compensated for the agony and stress.
Following investigations, our travel agent (in Australia) informed us that the representative in charge of picking up the tour participants in the Shinjuku area
was not feeling good and suddenly collapsed on the job. For that reason, the
hotels had to be contacted and hotel staff was requested to
advise tour participants. This was never advised to us when we were making inquiries from hotel staff about the delay in picking us up. Who picked up the other passengers on the bus if the representative was not feeling good and why we were not advised of his/her illness when we were waiting at the meeting place? We do not believe the reason for not picking up is true. We are very disappointed with ‘Sunrise Tours’ and will not recommend them to anyone that we know.
If you own or manage JTB Sunrise Tours - Day Tours, register now for free tools to enhance your listing, attract new reviews, and respond to reviewers.