Singatour Pte Ltd - #B1

Nice tour package. Going again and again

1st time going on a one day trip to Malaysia tour last weekend (Mediacorp Malacca tour). Have joined tgt with my grandma and mum. The itinerary was well planned, superb coordination. It was very enjoyable, the tour guide (Mr JJ) is very knowledgeable and makes the tour interesting esp. when he explain the culture history, cracks his funny jokes and he takes very good care of the group esp. when most of them are senior citizens, friendly driver and am surprise even the boss Mr Gan of Singatour himself joined us, am touched by his sincerity. Can also see that all the tour guides, drivers and coordinators have very good team work to make the whole trip runs smoothly :) Would love to join them again if given a chance. 加油！がんばって！

Joined 5D4N Chiangmai/Chiangrai package tour on 29 Jan 20 - 1 Feb 20. While in Chiangmai, our group of 11 tour goers were with irresponsible and having language barrier(unable to communicate in Mandarin) tour guide. Day 1 after arriving Chiangmai airport we need to follow the tour guide to complete her tasks for the day aft dropping 9 tour goers to the hotel at Chiangmai Plaza just because our hotel was at Chiangmai Grandview. Day 2 and Day 4 tour itineraries combined as one on Day 2. Did not cover 1 of the places of interest. Tour guide kept saying to us 'bu hao yi si' and 'dui bu qi' to solve her problems. A great nightmare tour we ever had.

Service is good. Can check yours via website, phone calls or WhatsApp. Tour guides are professional & friendly. Tour fees are reasonable.

We use our Singapore Rediscovery voucher to join their 1 day Kelong tour & paid $107 per pax. The so call deluxe sea food is really pathetic !! Guess what ? We are only given 5 X small prawns and a small crab of approximately 500grams to be shared by a table of 5 X adults. The rest of the dishes are super small and lousy as well. We will definately not recommend anyone to such a so call Deluxe Kelong Sea Food trip. Look at the photo to see how miserable the food can be.

I've yet to attend the event which I booked from Traveloka, but overall for now, the post-booking experience has been really bad. I made a booking for the 1 Day Kelong Trip for 6 people. 1. Poor Communication: After the booking I was billed by Singatour an additional $5/person for the trip supposedly for tips. This comes as a surprise as I was not informed on such arrangement prior to booking in the website or in the T&Cs after booking as well. Overall, this is a small amount relatively, but it’s more of principles and doesn’t sit well as a consumer that we are informed later. This makes it feel like hidden charges. 2. Poor Handling of Situation: While Singatour explains that they have always informed Traveloka on this clause but they failed to input it into the website, I do not know if it is a fact. And when I asked what is the next moving steps, I’m surprised that I was told to communicate and raise the issues with Traveloka directly instead. Personally, I feel that this is an issue between Singatour and its vendor, so shouldn’t it have been resolved by Singatour and Traveloka instead? Why is Singatour passing the problem to me instead? The way it was handled felt quite irresponsible from Singatour. All these conversation was done via WhatsApp. 3. Even further poor handling of the situation: Based on the situation, I called today to clarify on the situation (To be fair to them, after I raised how it was not unfair for me to reach out to Traveloka when it is a miscommunication between them and Traveloka, and I followed up on the status again, they informed me that Traveloka will reach out to me. So, I assume they did reach out to Traveloka on the issue. But after waiting for 2 days, there’s still no updates from Traveloka, so I decide to call to solve the issue). I wanted to ask whom am I suppose to contact from Traveloka , and the respective contact number to reach out to, and was greeted by their sales front desk. While I understand she may not have the information, and further iterate that I understand that she may not have the information, I wanted to know whom may I speak to to better assist me on it. It took quite a bit of digging to get more information (the name of the person I can speak to from Singatour who may have the contact number of Traveloka and the preferred contact number), and when I wanted to give feedback on how they can improve, it was quite frustrating they she went into a rant on how she is just the sales front desk, they only have 2 staff for the sales front desk and etc… I’m just trying to give some feedback on how they can better handle the situation but she was more concerned with establishing her perspective. Overall, it’s really a distasteful experience. And I sincerely hope Singatour can improve on your customer service experience. I think as consumers we understand issues may occur, but it’s really how you could have handled it that can help to manage the situation better. E.g. - Your front desk sales lady could have gotten my contact number and then inform the senior personnel on the problem I was facing and Singatour will get back to me say Monday at a specific timing. This at least shows more initiative from your end to really manage the situation. ------------------------------------------------------------------------------------------------------------------- While I'm drafting this review, Traveloka has reached out to me via email, so I will give credit to Singatour, as some remedy actions was taken after our whatsapp conversation. Unfortunately, I will still rate the overall experience as 1.5 stars only.

Went to St John island, Lazurus island and Kusu Island

We joined 1 day kelong tour organised by Singatours using our singapore rediscover voucher and it was a terrible experience. The tour guide, May did not show awareness and empathy that this tour is a local tour and that there are people of other race on this tour that may not understand Chinese. She made no effort to check if everyone on the tour is ok with her speaking Mandarin, and made no attempt to speak English until a fellow tour member pointed out to her. Even after pointing out to May. Her main concern was that the indian couple was angry. Why was this a concern instead of the fact that she has totally disregarded of the needs of her tour members? My husband and i were also very uncomfortable with May's introduction of my husband and the two minority tour members. She attempted to casually single out the 3 indian members to the rest of the tour group and then attempted to joke abt the fact that my husband is very good in chinese. All this while, everything was said in mandarin . It felt very demeaning as if my husband was some interesting highlight of tour when he is just like any other tour member of the group. If she had wanted to introduce members of the tour, pls introduce everyone instead and do it in a language when the person understands. if not, it is not an introduction at all and it is highly disrespectful. I do hope your company and your tour guide can look into this feedback seriously if u wish to do local tours, pls do it in a respectful manner and cater to the needs of your local tour group.