Dear Eleftherios san,
We are sorry to hear that you were not satisfied with your tour experience. We appreciate your feedback and we would like to address some of the issues you raised.
First of all, we would like to assure you that our tour was conducted as per standard and in accordance with the itinerary and description on our website. We strive to provide our customers with the best possible service and quality, and we do not compromise on any aspect of our tours.
Secondly, we apologize that you did not receive all the photos that the driver-guide took during the day.
However, we would like to clarify that this had nothing to do with you not offering a tip to the driver-guide. Tipping is optional and not expected in Japan, and we respect our customers’ choice whether to tip or not. The driver-guide did not withhold or destroy any photos because of this reason. The reason why some photos were lost was due to a technical error in the camera’s memory card, which was beyond our control. We tried our best to recover as many photos as possible and we sent you four photos that we managed to salvage. We regret that we could not retrieve more photos for you, but we hope that you still have some good memories of your tour.
It is a little disappointing that although you had enjoyed the full day tour, due to a small technical mishap (which is not our responsibility in the first place - taking photos is a gesture we offer) you have rated it 1 star. Especially since your holiday photos are ultimately your responsibility unless you have hired a professional photographer.
We would also like to confirm that you had taken plenty of photos on your own devices too.
We value your business and we hope that you will give us another chance to serve you better in the future. If you have any questions or concerns, please do not hesitate to contact us.
Sincerely, Sam (General Manager)