Thank you Wendy Wu, done the 'A Week in Japan' tour and i have to say we were looked after from start to finish, the hotels were excellent as was the service and food . I took my son and he loved it also. The first morning of the tour we were met by our guide who was called Yuki and she was a wealth of knowledge and she made sure that the safety and welfare of the members of her party was a priority. We were lucky to have a great group of people in our party, it was mostly a mix of English and Aussie's and everyone was up to having a good time and this indeed happened. The tour crammed with a lot of sightseeing and were rewarded with mostly Japanese meals that were very filling and the meals were of a very high standard. I have to say by the end of the week we had made some good friends and our last night was nice as we were given the privilege of free drinks, i felt the money i paid was well worth it having seen loads of sights, stayed in lovely hotels and met some lovely people and of course having such a great guide as Yuki, yes had a great time and would highly recommend this package as it is a good taster to what Japan has to offer.

We did the 10 day tour of Shanghai, Xi'an and Beijing. Booking - Felt that the Wendy Wu booking staff were out to gouge as much money as possible right from the start. We booked and a day later there was a partner flies free deal. I requested to cancel (and forfeit my deposit) and rebook on the special as this would still be cheaper and they initially refused to do this. After several emails and phone calls the company did agree to book us on the cheaper rate which was appreciated. We were also quoted $450AUD for an extra night in the Shanghai hotel. When I looked at the hotel website the price was $133AUD. I queried the cost and Wendy Wu reduced it to $210 (but it took persistance because the person I was dealing with refused to return my calls or emails. It only improved when someone else took over the case). The tour itself was generally very good, except for Beijing where we had a very poor guide who did not know what she was doing, had very poor English and did not seem to understand people. Our National guide was very good but we felt like there were times where she manipulated the itinerary to suit herself and gave excuses as to why the itinerary was changed. For instance we were given 2hrs of free time at our Shanghai hotel towards the end of the day but the hotel was a long way from anywhere and therefore that time was just time sitting in the room waiting for dinner. When we met for dinner the guide then informed us that we needed to be ready to board the bus at 4.30am the next morning (that means getting up at 3.30am). If we had known earlier we could have spent the 2hrs free time packing our case. No one enjoyed dinner that night. The other option for that free time would have also been to give us more free time at the Yu Garden markets before we returned to the hotel as we had very little time to explore that area during the afternoon. On another occasion we were told that we we had a free morning and would not start until 11am in Beijing. Unfortunately there was nothing open around our hotel on a Sunday morning so we were marking time waiting for the day's touring to begin. Our first activity for the day was the Hutong tour where we were given 15mins to explore. The Hutong area is a massive area and it took 15mins to actually walk to the areas that would be interesting to see. It would have been better to start the day 2hrs earlier to allow us to spend a couple of hours exploring. The Hutong tour was a complete waste of time. After driving for approximately 45mins we got off the bus and walked through the back alleys at a fast pace with the guide giving bit of information as we walked with no time to look at anything that was being pointed out as we were trying to keep up with her. She seemed to be very lost and we had to back track a few times. The Hutong lunch was advertised as having lunch with a local family. In actual fact it was a house set up as a restaurant with multiple dining rooms. The food was substandard and the host came to talk to us for about 3mins. We then went back to the bus and drove another 45mins back into town. This was so disappointing as the area had lots of shops and a pretty lake that could have been enjoyed. I felt that the optional tours were not really optional. If you didn't want to do those tours you had to wait at the entrance of the tour and wait for everyone else to do it as there was nothing else to do around the area. It was easier just to pay for those tours so that you weren't just waiting around. Be prepared to be taken to 'factories - showrooms' where Wendy Wu get kick backs for everything that he tourists buy. We spent way too long at these places. Be prepared to have very little time to look at markets at tourist places. The upside is that we came home with a lot more money than we expected (but our family got no gifts). The good things about the tour was that everything was organised, especially getting through the train station and airport. The meals were good, a very western version of Chinese food. They got really monotonous by the end though, eating the same food every day for lunch and dinner - sweet and sour pork, chicken and peanuts, cauliflower and broccoli etc. The standard of the hotels was very good but they were a long way from anywhere so there was a lot of time spent on the bus each day. It was a good tour for a first timer to China. Be prepared to pay top dollar for the tour. Be prepared to accept that the customer doesn't come first - Wendy Wu profit does.

Started badly as no one advised that my flight had been delayed 6 hours, so arrived at airport, 2 hours from home with no idea what was happening. Eventually staff for the airline appeared and advised that they had no contact detail for me . This should have been passed on by Wendy Wu but it seems customer service for Australian customers is nonexistant. Tour was ok in parts, some hotels great, some dreadful. Too much bus travel with a driver who didn’t seem very confident, lots of jerking as he went through the gears. Check in’s slow and not organised with 25 checking in. Food became very repetitive. Finally 2 days before end of tour I was given an updated flight itinerary, which I had been trying to obtain after day three when I was advised by my travel agent, my return flight had been cancelled. Not good enough Wendy Wu, Sydney office seemed not to worry about solo travellers being worried and at no time contacted directly. To date have never had any contact from Sydney office, re apology or any detail re final flights!

I am sure that the tour would have been enjoyable but due to illness we were not able to travel. I understood that I would need to claim against my travel insurance as Wendy Wu had been paid and would retain the full trip cost, to offset their costs and profit margin. However I ascertained that Singapore Airlines as a gesture of goodwill due to my inability to travel issued a full flight refund "some thousands £" to Wendy Wu on the expectation that this would be refunded to me and my travel insurer. Disappointingly Wendy Wu did not declare this refund and even after challenge stated that retaining this refund and extra profit was part of their booking terms. It can also be classified as Undue Enrichment. Escalating to their CEO did not achieve a response or outcome and only after contacting Singapore Airlines was any progress made, resulting is a part refund with a high admin charge applied to process the refund. If you book with Wendy Wu tours, hopefully you will not have that same poor service experience but always best be aware of some of the potential issues. Singapore Airlines set the example of how to provide excellent customer service others need to learn from.

A Tour that could not take place owing to hip replacement surgery preventing completion of the booking for March 2024 and Wendy Wu's refusal to postpone the Tour until 2025. The Company held our Deposit - 100% profit for them - and referred us to our Insurers as their Deposit policy limits deferral beyond the current calendar year.

Amazing holiday discovering Cambodia (Classic tour, Nov 2023) with a widely varied programme. Led by very friendly and skilled tour guide, Mr Sokhoeun Bout, whose knowledge of and passion for his country made this a fantastic experience. Wonderful food, excellent hotels. Can't praise this holiday enough.

The combination of the most friendly efficent staff in Sydney which guided my wife and I through the complex visa system preparing our paperwork also arranging an appoint in Sydney. Nothing was to difficult and all went smoothly. The other factor which made the holiday so memmorable and it worked like clockwork, Jason our guide. Jason made our group into a family of 21 people of all ages very quickly. His daily updates and knowledge of China and its culture old and new were clearly explained, a factual discourse with direct knowledge and a touch of humour. He called on local guides in regions as we got to there. Working with him the pair made sure every question was answered and all best attractions were visited at the best time to minimise crowds. Internal Fast trains, Bullet trains and Airport transits went without a hitch. His care of us and desire for the group to experience local cuisine,he put so much effort into achieving this for us was admirable. The country is MEGA everything, so advanced and beautiful, do it and experience China for yourself with the best, WENDY WU and JASON.

This review is about Wendy Wu's awful customer service when dealing with a complaint. I recently returned from a Wendy Wu trip, a special 70th birthday holiday. It didn't live up to expectations & when I returned I sent an email to their customer services team (as did the majority of our group) I was just fobbed off with a £100 discount voucher for my next trip with them! As if I would ever travel with them in the future! The hotels used on my trip were definitely not 3/4 as advertised. Restaurants used for lunch & dinner were very basic & some restaurants had dirty facilities. The food was repetitious, often inedible & often cold! We were rushed to dinner at 7pm in the evening, often having less than half an hour after getting back from a full day sightseeing! Then rushed through our meal so that we had from 8pm with nothing to do as several of the hotels had no lounge or bar! I don't expect to be rushed in & out of dinner, then have to sit in a hotel room for the rest of the evening, not my idea of a holiday! I spent the whole trip living off snacks I bought at shops when we stopped for toilet breaks. Arrangements were often confusing & our guides were not given the relevant information in good time. For example, we didn't get our return transfer details until after dinner (8.30pm) on the last evening despite having asked our guide for this information 2 days earlier. It wasn't his fault as the admin team just didn't send it through until the last minute! It was really stressful as we didn't know what was happening other than we needed to get to the airport for an early flight at 6.40am. The hotel we were in had no facilities, tiniest reception I've ever seen, no bar or lounge so our only option was to go to bed once we had been given our pick up time for our travel to the airport. We were told to be in reception at 3.30am & when we got to reception at 3.15am we were told 'sorry mistake should have been 4.30am'! So we sat there for an hour worried that we now wouldn't get to the airport in time! This is the worst experience we have encountered on our many trips!We have taken trips with other companies & always have been given transfer arrangements 1 or 2 days prior to departure. I've since looked at Wendy Wu reviews from 2017 that complain about the same thing & Wendy Wu customer services team promise to investigate & rectify this problem! Just false words as 5 yrs later exactly the same problems are still happening. My experience with Wendy Wu has been stressful & disappointing. The company is badly organised & once the

Vietnam at Christmas, Excellent Experience From start to finish Vietnam at Christmas was amazing, The tour group, Local Guide Loc, we must have been blessed as the weather was excellent only one day of rain. Tour Group 11/10 Guide 11/10 Hotels 8/10 Food 8/10 Itineary10/10 Faboulous experience on Christmas in Vietnam, Date of experience: 15 December 2022

My husband and I recently returned from a 5-day Wendy Wu Tailor-made Private tour of Cambodia. From the moment we arrived at the airport and were greeted by our guide Dara and driver Wen we felt at ease. Their professionalism and friendliness was exceptional. Dara was very knowledgeable and made our tour even more special as we learned about Cambodian history & culture. Dara was also very entertaining and quickly recognised we are relaxed people, and he was happy to share a joke and a laugh. Dara was happy to adjust the tour as per our request and nothing was too much trouble. The accommodation standard on our tour was excellent, especially in Phnom Penh and Kep. Most of the day tours included were fantastic with the Kampot Pepper Farm and visit to Rabbit Island the highlights. I would recommend Wendy Wu Tours as we felt safe and well looked after our entire tour.

I went to Sri Lanka in 2017 on a Wendy wu tour. I love how inclusive it was. I wasn't stressed about what I was doing that day as they had it all planned already. Alot of meals were also included which was another stress free thing. Our tour guide was lovely and he gave us great commentary

I never actually got to take this holiday because of the Coronavirus Pandemic. However, I would like to say that once the tour was cancelled and I asked for a refund of my deposit the matter was handled quickly and efficiently by Lorraine Bowman, the Customer Care Manager, who oversaw the return of the deposit to my bank account in less than a week. This will certainly encourage me to use them again for any future trips.

Unfortunately our tour of China next month has been cancelled due to the virus. Wendy Wu customer service was exemplary from the start, and our £3200 deposit has now been refunded into our bank account, just four days after we asked for this to be done. Thank you Wendy Wu.

Shortly after booking a 14 day tour of China, and paying a deposit, the Coronavirus outbreak occurred in Wuhan and the city went on lock-down. Part of our tour was to fly from Shanghai to Wuhan, and as the situation became steadily worse, Cathay Pacific announced they were waiving all flight cancellation fees to China. Under these circumstances I called Wendy Wu to cancel our trip. They refused to refund our deposit saying it wasn't them it was the airlines who were charging a cancellation fee. After I pointed out that I had spoken to our airline and they were not charging cancellation fees Wendy Wu still refused a refund, instead they tried to get us to change the date of the trip, or change the destination to another country - all of which incurred extra fees on our part !!! I am now trying to get our deposit back from our insurance company. All through this Coronavirus outbreak Wendy Wu's information webpage is playing the situation down big time, saying the outbreak is on the decline, the numbers are not that bad under the circumstances and how they have cancelled February and March tours but everything after that will go ahead as planned. We are now in March, are they really serious that they still plan to take people to China !!?? Wendy Wu tours are an absolute disgrace. If you choose to book with them just be aware that they really are only after your money. I thank our lucky stars that we had not paid the full price of the tour before the outbreak.

We booked an 18 day tour of China with Wendy Wu and were delighted to to be going on the holiday of a lifetime. A week later and the Corona virus situation unfolded. As things got worse it became apparent that the holiday was in peril. The foreign office then declared no non essential travel. China was in shut down, our travel insurance was now invalid yet Wendy Wu refused to refund the holiday which had been paid in full. Their customer service was shocking. Many phone calls with them consisted of delaying tactics and diverting blame to airlines and anyone else who came to mind. Our flights were then cancelled by the airline yet Wendy Wu continued to say this was normal and we could reschedule and go another time, anything to avoid cancelling. They point blank refused a full refund. In the end we cancelled and lost all of our deposit. Can't believe how we were lied to and treated by the reps. We travel the world extensively and Wendy Wu, on paper, looked like our go to operator from now on. Let's just say our opinion has changed.