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Frank Z
Serious service and safety failures – disappointing handling afterwards
Bali SUN Tours的点评
点评：I booked a private day tour with Bali SUN Tours. Unfortunately, there were several serious problems:
• The driver was visibly unwell and coughed and sniffled throughout the entire day. He was not wearing a mask and did not inform me beforehand. I eventually had to stop at a supermarket and buy masks for both of us.
• The driver apparently had not been properly briefed about the itinerary I had agreed with the company. Despite my explicitly stating that I did not want shopping or plantation stops, one of his first suggestions was a coffee plantation.
• At Ubud Palace, he assured me that the entrance was open. When I walked there, the gates were chained shut and he had already driven away to park.
• I repeatedly and explicitly asked to visit the Sacred Monkey Forest Sanctuary in Ubud. Even when I questioned the route, he confirmed it was “very close”. Instead, he drove me to Kemenuh Monkey River – a completely different attraction – without explaining or asking me.
• There were also driving-safety concerns. He repeatedly braked abruptly and came very close to other vehicles, and I saw him checking WhatsApp while driving.
I raised all of this directly with Bali SUN Tours. Their initial response acknowledged virtually every problem, but read like generic AI-style boilerplate: repeated apologies and vague promises of an “internal review”, without any concrete explanation, action or remedy.
I then specifically asked what concrete measure or compensation they were prepared to offer. They replied that they would discuss it with their team. More than a day later, I have received no further response.
For a private tour provider, particularly one advertising personalised service, I find the combination of health, safety, itinerary and communication failures unacceptable. Based on my experience, I cannot recommend Bali SUN Tours.
• The driver was visibly unwell and coughed and sniffled throughout the entire day. He was not wearing a mask and did not inform me beforehand. I eventually had to stop at a supermarket and buy masks for both of us.
• The driver apparently had not been properly briefed about the itinerary I had agreed with the company. Despite my explicitly stating that I did not want shopping or plantation stops, one of his first suggestions was a coffee plantation.
• At Ubud Palace, he assured me that the entrance was open. When I walked there, the gates were chained shut and he had already driven away to park.
• I repeatedly and explicitly asked to visit the Sacred Monkey Forest Sanctuary in Ubud. Even when I questioned the route, he confirmed it was “very close”. Instead, he drove me to Kemenuh Monkey River – a completely different attraction – without explaining or asking me.
• There were also driving-safety concerns. He repeatedly braked abruptly and came very close to other vehicles, and I saw him checking WhatsApp while driving.
I raised all of this directly with Bali SUN Tours. Their initial response acknowledged virtually every problem, but read like generic AI-style boilerplate: repeated apologies and vague promises of an “internal review”, without any concrete explanation, action or remedy.
I then specifically asked what concrete measure or compensation they were prepared to offer. They replied that they would discuss it with their team. More than a day later, I have received no further response.
For a private tour provider, particularly one advertising personalised service, I find the combination of health, safety, itinerary and communication failures unacceptable. Based on my experience, I cannot recommend Bali SUN Tours.
翻译：我通过Bali SUN Tours预订了私人一日游服务。可惜的是，整个行程出现了好几个严重问题：
• 司机显然身体不适，一整天都在咳嗽和流鼻涕。他既没有戴口罩，事先也未告知我相关情况。最后我不得不停车去超市，为我们两人购买口罩。
• 显然，司机并未得到关于我与公司约定好的行程安排的详细说明。尽管我明确表示不想安排购物或参观种植园的行程，他首先提出的建议却是一个咖啡种植园。
• 在乌布王宫那里，他向我保证入口是开放的。可当我走到那里时，大门却被铁链锁住了，而他早已开车去停车了。
• 我一再明确要求去参观乌布的圣猴森林保护区。即便我询问了具体路线，他仍坚称那里“非常近”。然而实际上……他开车带我去了凯梅努赫猴河——一个截然不同的景点——但既没有解释，也没有征求我的意见。
• 此外，还存在驾驶安全问题。他频繁急刹车，差点撞上其他车辆；我还发现他在开车时查看WhatsApp消息。
我把这些问题都直接反映给了巴厘岛SUN Tours。他们的初步回应几乎承认了所有问题，但内容却像是人工智能生成的套话：反复道歉，还含糊其辞地承诺会进行“内部审查”。没有任何具体的解释、措施或补救方案。
随后我特意询问他们准备提供哪些具体措施或补偿。他们回复说会与团队商议。一天多过去了，我仍未收到任何回复。
对于一家私人旅游服务供应商而言，尤其是那些宣传提供个性化服务的企业，出现健康、安全、行程安排及沟通方面的种种问题实在不可接受。基于我的体验，我无法推荐Bali SUN Tours。
• 司机显然身体不适，一整天都在咳嗽和流鼻涕。他既没有戴口罩，事先也未告知我相关情况。最后我不得不停车去超市，为我们两人购买口罩。
• 显然，司机并未得到关于我与公司约定好的行程安排的详细说明。尽管我明确表示不想安排购物或参观种植园的行程，他首先提出的建议却是一个咖啡种植园。
• 在乌布王宫那里，他向我保证入口是开放的。可当我走到那里时，大门却被铁链锁住了，而他早已开车去停车了。
• 我一再明确要求去参观乌布的圣猴森林保护区。即便我询问了具体路线，他仍坚称那里“非常近”。然而实际上……他开车带我去了凯梅努赫猴河——一个截然不同的景点——但既没有解释，也没有征求我的意见。
• 此外，还存在驾驶安全问题。他频繁急刹车，差点撞上其他车辆；我还发现他在开车时查看WhatsApp消息。
我把这些问题都直接反映给了巴厘岛SUN Tours。他们的初步回应几乎承认了所有问题，但内容却像是人工智能生成的套话：反复道歉，还含糊其辞地承诺会进行“内部审查”。没有任何具体的解释、措施或补救方案。
随后我特意询问他们准备提供哪些具体措施或补偿。他们回复说会与团队商议。一天多过去了，我仍未收到任何回复。
对于一家私人旅游服务供应商而言，尤其是那些宣传提供个性化服务的企业，出现健康、安全、行程安排及沟通方面的种种问题实在不可接受。基于我的体验，我无法推荐Bali SUN Tours。
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