Dear friend
Thank you very much for your feedback, My name is Qing Ye, the person talked with you on the phone the day before your tour. I am the owner of Discover Beijing Tours, I want to represent the whole team to show our apologize for your experience with us.
We take our customers concerns seriously and had this issue looked into. We require our vehicle clean, driver dressed neat, and they are not allowed to smoking inside their vehicle. Your driver already been fired from our company. Regarding your tour guide Sofia, we already talked with her, she did agree she answered the phone calls during guiding due to her family issue, however this can not be an excuse, we require our tour guide try not to answer phone calls or massage during guiding, and they should always focus on histories and stories when guiding, we knew Great Wall is everyone's dream and thats why most people come to Beijing, we were glad that you choose our tour, please know that we value your review, opinion, and your support. We already had a meeting with all of our guides, we will make sure this won't happened in the future.
We have also messaged you privately asking you to contact TripAdvisor customer Service ,we will offer you 100% refund to express our apologize.
We look forward to hearing from you soon, and thank you for your feedback.