Mr. Lin,
we are really sorry for the experience you had with our company but after speaking with the drivers, guide and also the other travelers that were with you on the trip I will have to react to some of your accusations.
The day before the tour we tried to get in touch with you via the provided phone number, sadly the phone was turned off. We tried out best to provide the minivan, but at that day we could not get two of them so we decided to order driver with Skoda Octavia car. The car is nice, space for the travelers is about the same as in the van and off course it did have air conditioning. About the window tint- not all of our vans have window tint so that was not even advertised. The drivers English was not entirely the best, that is also why the tour guide had called you on the way to the first stop.
According to the guide you were offered water straight after you have met him, later he also offered ice-cream.
On the way there was no major waste of time, both of the cars arrived to the first stop in approximately same time.
The tour guide did know the way- it is really hard to get lost there anyways since it is one way route. The length of the tour was advertised, it is approx 5km walks including the Bastei. You are pointing out that there were children traveling with you- the children were from the other family traveling and according to the father of them they had no issue with the walking even tho the roads are unpaved.
Also the driver Vincent told me that your mum did not try to get into the van, she just went inside and refused to move out. It was possible to swap between the cars while transporting around Hrensko, but was not possible to the drop off point. The guide could have never even suggest approving that since the van was completely full and it was group of five people with kids and they off course could not have get separated into two cars.
Vincent is one of our best drivers, and there is no way he was racist towards you, he is also not Czech local and this is really serious accusation. The guide, other driver and the other family traveling with you confirmed that they have not witnessed any racist behaviour.
We did reply to your e-mail after about 1h after it was delivered to us (had to speak with directors about the refund request first). Your review on tripadvisor was posted probably even after I have replied to you in the email stating that we will deeply investigate the issue.
At this moment we can't take your complains seriously because all except the car type was provided as supposed to. You have lifted some serious accusation of racism that did not prove to be correct either. According to the rest of the reviews you gave on tripadvisor we have the feeling that all you are after is refund by giving the bad review to us. We will definitely not negotiate any refund while the false and incorrect review is still there since it gives bad light on company that is used to provide perfect service and yet had no complains. If you want to stick to your review I am deeply sorry that you have chosen this company and will post this reply on tripadvisor too.
Best regards,
Management team of Uniline Tours
