Joy Holiday

Initial Business Response / [redacted] (1000, 8, 2015/08/04) */ To Whom it may concern, Regarding the group of to Yellowstone, here is a recap of events and what we intend to do in response to the demands: During the first day, the tour guide announced that there will be seat rotation going on for the seven days tourEveryone in the group of had no problems since everyone eventually would get to sit in the front rows during the seven days On the morning of the fourth day, the group of with two middle aged men from China, one of the men's wife and the two young women yelled at the tour guide, insisted that they be moved to the front that day because they feel it's there turn and they had already been in the back the previous dayThe guide explained with a low tone of voice saying that they would be sitting in the front row seats the next dayThe two men had yelled at the tour guide with exemely aggressive behavior standing in front of the bus while the bus was movingThe men said wait till he goes to China and they will do something to him for playing games with the by letting them sit in the back two days in a rowThe guide explained quietly at the first stop Devils Tower, and the yelling and screaming continuedAfter getting on the bus, they continued to stand up while the bus was moving and the driver was feeling threatened and unsafeThat was when the tour guide had to announce over the mic, Joy Holiday have the right to refuse service to customers who display aggressive, unsafe and disrespectful behavior on the tour, and for the interest of the majority of the groups well being, enjoyment and safety, the tour guide will stop the bus if the men kept standing up yelling while the bus is movingAfter the announcement the whole bus clapped loudly except for the family of fiveSome even offered their front seats to the guide in order to calm them downAfter the announcement there had be peace and quiet throughout the tripOn the last day, the tour guide collected tips from everyone without saying anything to force the act, and had said nothing about the tips are mandatory and made no comments, and heard no statements from anyone regarding tips for the driver and guide Currently, we are in the process of discussing the matter with our attorney regarding the safety and protection of physical and mental well being of our guides against brutal, disrespectful, rude and unreasonable passengers [redacted] will persue this to the full extent of the lawThe two men had threatened to 'fix' the tour guide in China, and in USAThere were extreme verbal abuse in front of over witnesses who showed support for the guideWe will not tolerate this kind of behavior and abuse of online media channels to distort the true events and attempt to slander the image of the guide and Joy HolidayJustice will need to be served and our reputation restored As for the tips, whatever was taken wasn't counted and any discretion should have been communicated at the spotAgain, tour guide made No comments hinting a threat to anyone if tips were deductedNo apologies will be offered, and customers are NOT always rightAll issues can be said in a decent matter but yelling, screaming and threating like playing out a bus hijacking secene is uncalled for here in this country, and visitors must be educated on these etiquette and we would have to resort to the law to implement our point Best Regards, Joy Holiday Management Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/08/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) To whom it may concern, Graduation trip with family is supposed to be fun, but unfortunately, it ended up terribly by the travel trip planned by a tour company, Joy HolidayThe tour guide named [redacted] not only treated us with negative attitude when we discussed the unfair situation to him, but he continued on to threaten and to bully us, which we still feel frustrated and unacceptable Five of us, which included my older sister, both of my parents, my uncle who came from China especially for my graduation commencement, and I, joined the bus trip titled YellowStone(RY-7)The trip last between June 27, and July 3, The bus had rows, columns, and seats per rowTo ensure fairness, he claimed that he will rotate seating daily, which we thought to be great, until we realized that he never did so We realized [redacted] never rotated "fairly" when a family of three which sat in front of us at the first moved up, while we were still at the backWe asked [redacted] on the way he will arranges the seat to understand further for a reason; however, he ignored our question and told us to sue him if we wantSuch reply totally surprised us We asked him again at the second stopInstead of ignoring our question like last time, he attempted to justify himself, told us that the seat of the bus is difficult to make a fair rotation, given that one side has rows while the other has The seat of the bus obviously has nothing to with the rotation whatsoever; the rotation may not be fair at a perfect scale, but we believed that we at least got to rotate somewhere else The bus stopped again for breakfastFully unsatisfied, yet helpless, we decided to file a complaint through Joy Holiday after the tripWe hopped back on the bus after breakfast; [redacted] started a talk to the whole bus through a microphone in English and ChineseWe first thought [redacted] was clarifying on the rotation issues, but unexpectedly, he started to make claim about us in Chinese only, which mislead some of the other touristsBringing it up onto the public and making claim made us extremely angry at the timeWe tried to stop [redacted] at first, given that we realized the fight will continue on without an end or solutionMy father even walked straight up to him and asked him stop in Chinese, but he refusedI, too, stood up and asked him to stop, but in English, hoping that others may understand the situationA minor turmoil started on the bus as other tourists wanted to stop the argument also Suddenly, he pointed outside of the window, told us that he will ask the driver to stop and kicked us off the bus right away if we spoke up one more timeMoreover, stating part of the policy of the company: "We reserve the right to adjust itineraryWe reserve the right to cancel the tour of any person who displays disruptive behavior which repeatedly hinders the enjoyment and comfort of other tour members, at any time any whereNo refund will be given and we will not be responsible of the consequences of their conduct" in both English and Chinese We were heading from [redacted] to [redacted] Park at that timeI totally had no idea where we wereWe were at a desolated and uninhabited areaWho didn't know what was actually happened clapped their hands and yell "kick them off the bus", which made my family felt even more angry and frustrated Without a doubt, [redacted] was trying to pull all other tourists to his side against us and caused the so-call "disruptive behavior"My whole family tried to calm down and didn't want to make the problem more complicated knowing that it may affect other touristsOnly my sister and I speak English in my family; I could not have imagined what we could do if we were thrown out at a random location with weak signal and FahrenheitMy whole family felt scared and helpless as our life was threatened because of us speaking up I discussed the situation with my friend right away as the fight got more settled; she told me that we should complain right awayI researched online, but only to find out that [redacted] is the general manager and CEO of Joy Holiday CoWithout many options, I made the call regardlessThe representative told us that she will arrange my family to the other bus of the same trip and promised to give us feedback as soon as possible Hoping that we will be moved to the other bus, the bus stopped at McDonalds for lunchLucky or not, I heard the tour guide of the other bus told [redacted] that had made a mistake reading the seating chart and both side has the same number of rows of seatThe driver also told us that it is against to law to drop anyone off in the middle of the road and he will not do so even if [redacted] asked at any time We have believed that [redacted] owe us an apology and hoped that he will apologize after realizing his mistake from his peer; however, he had not do soMoreover, the company did not do what they promised; neither the bus arrangement nor the feedbackI called again on the last day of the tripThe representative told us the manager will contact usGuess what? The manager is [redacted] ***! He is right next to us As a tour guide, General Manager and CEO, ***'s responses and attitudes toward us were disappointing and devastatingWe hope that no one else has to go through this, and leave such a painful and dissatisfying holiday experience in their memoryI hope that Revdex.com will assist on resolving this case and to prevent anything similar will happen to other customer in the future If you need more information, please reply email to [redacted] @gmail.com or call XXX-XXX-XXXXThank you for your time and I hope that we may create a better society together Best regards, Final Business Response / [redacted] (4000, 13, 2015/08/10) */ Dear Revdex.com, The statement "Our family did not want to talk about that problem anymore" was completely untrueWe have over witnesses who are willing to testify, that the family had yelled at the tour guide from the time of departure, then at the first stop at Devil's Tower, and then again upon returning on the busThe tour guide had been taking in all the aggressive and uncivilized manner, but when the yelling continued with the men in the front of the bus and also one in the rear, both standing up while the bus is in motion, the tour guide had no choice but to stop that behavior by making the statement of warning, that they will be dropped off the vehicle if they do not stop the behaviorAgain, the whole bus had clapped in response to show approval and the group had been quite after that The angry men did not show any signs of being timid and sick during the entire timeIn fact, they both displayed extreme anger and had yelled at the guide at face pointThey insisted that they had been sitting in the back and the guide had deliberately played games to do that to themThe guide kept taking out his seating chart and tried all he could to calm them down and explain to them that it would be their turn to sit at the front the next day, and that everyone is equal from our stand pointThe next day the family sat in the front, and the guide never made any remarks regarding the episode and never gave them any hard time for what happenedThe guide had made no remarks on tips as mandatoryWhen the group told the guide that they wanted to have a refund for the optional side excursion to one of the attractions, the guide refunded the fees and still allowed them to visit without them payingThey showed no appreciation but the guide did not make any remarks either Whatever tips were given were already handed to the driver and guideIf there were any discrepancies or any objections to tipping, it should have been done at the spotNo refunds will be issued for tips and no apology owed from the guideOn the contrary, the tour guide is in the process of filing an emotional distress, verbal abuse and personal threat charges to the two men involvedWe will see to it that justice is served, and tour guides are dignified people as well and they do not deserve to be abused just because they are tour guides

Initial Business Response /* (1000, 11, 2014/10/15) */
To Whom It May Concern,

After detailed investigation, we offer the following comments on the feedback of the May 2014 three days trip to Oregon:

The vehicle used was a 14 passenger Mercedes Benz Sprinter. It is a fine coach and...

had no mechanical issues throughout the trip and no one from Joy Holiday had promised or lied about using a larger sized bus.

The flyer with the Shasta Caverns tour had the printed the price of $22 in 2013, but Shasta Caverns had increased their price to $24 after we printed our flyers. Our website also reflects the updated pricing. No deception intended by anyone. (Shasta Caverns website).

On the day visiting the Crater Lake National Park, it was snowing hard and at the park entrance, the National Park Ranger instructed the group to turn around because the mountain road was too hazardous to drive on. All 12 the passengers on the bus had heard and understood clearly. No one could disobey the ranger's instruction, and no one tried to either. For safety reason's, we believe the decision was well made.

The tour guide had stopped at a place for lunch on the third day, the stop had multiple choices of Chinese food or American fast food like McDonald's. The Chinese restaurant was closed on that day due to remodeling. So the group who still wanted to have Chinese food was taken to the second Chinese restaurant just so that their needs could be met, while the rest had American fast food, picking up and dropping off at two places in town. What more could anyone ask for?

The driver had been making some calls on occasions due to the fact that the weather at Crater Lake was bad, and all called made was work related and not personal, and it was not frequent. All phone calls were made with hands free head sets.

The guide had explained to the group that if there were emergency situations at the hotel the front desk would contact the guide since they know where to find him. No one reported any problems anytime during the trip regarding hotel issues.

The tour ended in late May and no one had called or written to Joy holiday to file any complaints, until recently in September we were surprised by this Revdex.com report. All of a sudden we were asked to give refunds for weather caused closure of scenic destinations, along with a series of exaggerated and untrue statements.

We back our statements fully with testimonies from the other passengers on the tour to be truthful and honest. On the contrary the demands were unreasonable and false accusations were made against [redacted] The guide [redacted] is a responsible, hardworking individual who's child had recently graduated with honors from the UC Berkley. He was gravely disappointed in the way truth was tainted to tarnish his reputation and dignity.

[redacted]

General Manager, Joy Holiday Corp.
Initial Consumer Rebuttal /* (3000, 13, 2014/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Of course, I would understand [redacted] would never admit the truth.
We did send the complaint to [redacted] in July after we thought carefully of our unpleasant travelled experiences but we did not receive any response. I do not think they will care. That is why we would like to open the case to Revdex.com.
Anyway, pass ** passed. We would like to close the case and do appreciate Revdex.com has always been open a path for the consumers to express his/her bad experiences in this business world.

Initial Business Response /* (1000, 8, 2015/08/04) */
To Whom it may concern,
Regarding the group of 5 to Yellowstone, here is a recap of events and what we intend to do in response to the demands:
During the first day, the tour guide announced that there will be seat rotation going on...

for the seven days tour. Everyone in the group of 54 had no problems since everyone eventually would get to sit in the front rows during the seven days.
On the morning of the fourth day, the group of 5 with two middle aged men from China, one of the men's wife and the two young women yelled at the tour guide, insisted that they be moved to the front that day because they feel it's there turn and they had already been in the back the previous day. The guide explained with a low tone of voice saying that they would be sitting in the front row seats the next day. The two men had yelled at the tour guide with exemely aggressive behavior standing in front of the bus while the bus was moving. The men said wait till he goes to China and they will do something to him for playing games with the 5 by letting them sit in the back two days in a row. The guide explained quietly at the first stop Devils Tower, and the yelling and screaming continued. After getting on the bus, they continued to stand up while the bus was moving and the driver was feeling threatened and unsafe. That was when the tour guide had to announce over the mic, Joy Holiday have the right to refuse service to customers who display aggressive, unsafe and disrespectful behavior on the tour, and for the interest of the majority of the groups well being, enjoyment and safety, the tour guide will stop the bus if the men kept standing up yelling while the bus is moving. After the announcement the whole bus clapped loudly except for the family of five. Some even offered their front seats to the guide in order to calm them down. After the announcement there had be peace and quiet throughout the trip. On the last day, the tour guide collected tips from everyone without saying anything to force the act, and had said nothing about the tips are mandatory and made no comments, and heard no statements from anyone regarding tips for the driver and guide.
Currently, we are in the process of discussing the matter with our attorney regarding the safety and protection of physical and mental well being of our guides against brutal, disrespectful, rude and unreasonable passengers [redacted] will persue this to the full extent of the law. The two men had threatened to 'fix' the tour guide in China, and in USA. There were extreme verbal abuse in front of over 40 witnesses who showed support for the guide. We will not tolerate this kind of behavior and abuse of online media channels to distort the true events and attempt to slander the image of the guide and Joy Holiday. Justice will need to be served and our reputation restored.
As for the tips, whatever was taken wasn't counted and any discretion should have been communicated at the spot. Again, tour guide made No comments hinting a threat to anyone if tips were deducted. No apologies will be offered, and customers are NOT always right. All issues can be said in a decent matter but yelling, screaming and threating like playing out a bus hijacking secene is uncalled for here in this country, and visitors must be educated on these etiquette and we would have to resort to the law to implement our point.
Best Regards,
Joy Holiday Management
Initial Consumer Rebuttal /* (3000, 10, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To whom it may concern,
Graduation trip with family is supposed to be fun, but unfortunately, it ended up terribly by the travel trip planned by a tour company, Joy Holiday. The tour guide named [redacted] not only treated us with negative attitude when we discussed the unfair situation to him, but he continued on to threaten and to bully us, which we still feel frustrated and unacceptable.
Five of us, which included my older sister, both of my parents, my uncle who came from China especially for my graduation commencement, and I, joined the bus trip titled YellowStone(RY-7). The trip last between June 27, 2015 and July 3, 2015. The bus had 14 rows, 2 columns, and 2 seats per row. To ensure fairness, he claimed that he will rotate seating daily, which we thought to be great, until we realized that he never did so.

We realized [redacted] never rotated "fairly" when a family of three which sat in front of us at the first moved up, while we were still at the back. We asked [redacted] on the way he will arranges the seat to understand further for a reason; however, he ignored our question and told us to sue him if we want. Such reply totally surprised us.
We asked him again at the second stop. Instead of ignoring our question like last time, he attempted to justify himself, told us that the seat of the bus is difficult to make a fair rotation, given that one side has 13 rows while the other has 14. The seat of the bus obviously has nothing to with the rotation whatsoever; the rotation may not be fair at a perfect scale, but we believed that we at least got to rotate somewhere else.
The bus stopped again for breakfast. Fully unsatisfied, yet helpless, we decided to file a complaint through Joy Holiday after the trip. We hopped back on the bus after breakfast; [redacted] started a talk to the whole bus through a microphone in English and Chinese. We first thought [redacted] was clarifying on the rotation issues, but unexpectedly, he started to make false claim about us in Chinese only, which mislead some of the other tourists. Bringing it up onto the public and making false claim made us extremely angry at the time. We tried to stop [redacted] at first, given that we realized the fight will continue on without an end or solution. My father even walked straight up to him and asked him stop in Chinese, but he refused. I, too, stood up and asked him to stop, but in English, hoping that others may understand the situation. A minor turmoil started on the bus as other tourists wanted to stop the argument also.
Suddenly, he pointed outside of the window, told us that he will ask the driver to stop and kicked us off the bus right away if we spoke up one more time. Moreover, stating part of the policy of the company: "We reserve the right to adjust itinerary. We reserve the right to cancel the tour of any person who displays disruptive behavior which repeatedly hinders the enjoyment and comfort of other tour members, at any time any where. No refund will be given and we will not be responsible of the consequences of their conduct" in both English and Chinese.
We were heading from [redacted] to [redacted] Park at that time. I totally had no idea where we were. We were at a desolated and uninhabited area. Who didn't know what was actually happened clapped their hands and yell "kick them off the bus", which made my family felt even more angry and frustrated.
Without a doubt, [redacted] was trying to pull all other tourists to his side against us and caused the so-call "disruptive behavior". My whole family tried to calm down and didn't want to make the problem more complicated knowing that it may affect other tourists. Only my sister and I speak English in my family; I could not have imagined what we could do if we were thrown out at a random location with weak signal and 100 Fahrenheit. My whole family felt scared and helpless as our life was threatened because of us speaking up.
I discussed the situation with my friend right away as the fight got more settled; she told me that we should complain right away. I researched online, but only to find out that [redacted] is the general manager and CEO of Joy Holiday Co. Without many options, I made the call regardless. The representative told us that she will arrange my family to the other bus of the same trip and promised to give us feedback as soon as possible.
Hoping that we will be moved to the other bus, the bus stopped at McDonalds for lunch. Lucky or not, I heard the tour guide of the other bus told [redacted] that had made a mistake reading the seating chart and both side has the same number of rows of seat. The driver also told us that it is against to law to drop anyone off in the middle of the road and he will not do so even if [redacted] asked at any time.
We have believed that [redacted] owe us an apology and hoped that he will apologize after realizing his mistake from his peer; however, he had not do so. Moreover, the company did not do what they promised; neither the bus arrangement nor the feedback. I called again on the last day of the trip. The representative told us the manager will contact us. Guess what? The manager is [redacted]! He is right next to us.
As a tour guide, General Manager and CEO, [redacted]'s responses and attitudes toward us were disappointing and devastating. We hope that no one else has to go through this, and leave such a painful and dissatisfying holiday experience in their memory. I hope that Revdex.com will assist on resolving this case and to prevent anything similar will happen to other customer in the future.
If you need more information, please reply email to [redacted]@gmail.com or call XXX-XXX-XXXX. Thank you for your time and I hope that we may create a better society together.
Best regards,
Final Business Response /* (4000, 13, 2015/08/10) */
Dear Revdex.com,
The statement "Our family did not want to talk about that problem anymore" was completely untrue. We have over 40 witnesses who are willing to testify, that the family had yelled at the tour guide from the time of departure, then at the first stop at Devil's Tower, and then again upon returning on the bus. The tour guide had been taking in all the aggressive and uncivilized manner, but when the yelling continued with the men in the front of the bus and also one in the rear, both standing up while the bus is in motion, the tour guide had no choice but to stop that behavior by making the statement of warning, that they will be dropped off the vehicle if they do not stop the behavior. Again, the whole bus had clapped in response to show approval and the group had been quite after that.
The angry men did not show any signs of being timid and sick during the entire time. In fact, they both displayed extreme anger and had yelled at the guide at face point. They insisted that they had been sitting in the back and the guide had deliberately played games to do that to them. The guide kept taking out his seating chart and tried all he could to calm them down and explain to them that it would be their turn to sit at the front the next day, and that everyone is equal from our stand point. The next day the family sat in the front, and the guide never made any remarks regarding the episode and never gave them any hard time for what happened. The guide had made no remarks on tips as mandatory. When the group told the guide that they wanted to have a refund for the optional side excursion to one of the attractions, the guide refunded the fees and still allowed them to visit without them paying. They showed no appreciation but the guide did not make any remarks either.
Whatever tips were given were already handed to the driver and guide. If there were any discrepancies or any objections to tipping, it should have been done at the spot. No refunds will be issued for tips and no apology owed from the guide. On the contrary, the tour guide is in the process of filing an emotional distress, verbal abuse and personal threat charges to the two men involved. We will see to it that justice is served, and tour guides are dignified people as well and they do not deserve to be abused just because they are tour guides.

Initial Business Response /* (1000, 8, 2015/08/28) */
To Whom it may concern,
Regarding the itinerary modification, the itinerary was adjusted due to hotel relocation.
According to the tour guide, on the 8/8/2015 YG7 the second night they stayed in Pinedale Wyoming which is two hours...

driving to Jackson Wyoming. And Jackson Wyoming to south gate of Yellowstone National Park is another two hours driving time. That is 4 hours driving time from their hotel to Yellowstone Park.
The first night they stayed in High desert Inn, Elko, Nevada. From Elko to Pinedale is 7 hours driving time. Total 11 hours driving time. Commercial bus driver's one day driving hours is most 10 hours a day. Just by driving to Yellowstone national park will take more than 10 hours of legal driving time.
But this is not counting time to go back to the hotel which is 4 hours away from the National Park, time stop for restroom breaks, lunch, and dinner. Due to booked hotel availability, it is unsafe for driver and customers to visit Yellowstone national park on Day two to fulfill the itinerary. So the tour guide had to make suitable adjustment to make it legal and safe.
And regarding the optional tour fees, the optional fees for Jenny Lake Boat tour and Yellowstone Bear World are stated on our website, and passengers [redacted] a choice of not joining the optional tours, there are no deceptions.
Yours Sincerely,

[redacted]
General Manager
Final Business Response /* (4000, 11, 2015/09/02) */
We regret that the customer did not approve of the services provided by Joy Holiday on their trip to Yellowstone. The itinerary was slightly adjusted so that the order in which Yellowstone and Grand Teton were both visited would save back tracking time, due to hotel locations. The driver and tour guide had no intentions of misleading the group.
And regarding the optional tour activities, the optional fees for Jenny Lake Boat tour at Grand Teton NP, and Yellowstone Bear World at Idaho are stated on our website, and passengers [redacted] a choice of not joining the optional tours, there were no deceptions. For this particular tour group, we even provided the whole bus a complimentary visit to Bear World as an included optional excursion without fees, only because our hotel was relocated that one night in Wyoming. The other night in Wyoming was in West Yellowstone.
We are not in the business to deceive customers, and our tour fare is more than reasonable. Anyone can check online and learn that the hotels around Yellowstone and Grand Teton in August averages about $250 to $300 per night, and our tour stays there two nights out of six nights, seven days. Our tour package sells at only six hundred, com?pared to Globus, Tauck or other American companies that charges $4000 for an all inclusive trip of similar theme and duration. I don't think we deserve to be punished and bad mouthed for such minor flaw, and to be damaged online even after we have already done more than we promised.

Joy Holiday Management

Initial Business Response /* (1000, 5, 2015/08/10) */
Dear Revdex.com,
Regarding the canceled booking(the online order was put in on July 22 for a August 1 departure and we had a computer glitch that overbooked two seats), we did offer many different alternatives as solutions. We offered for the...

two passengers ** Mrs. [redacted]'s group to postpone the departure date for a discounted rate, and also two other choices. One of the choices was to visit Yellowstone, which was instantly approved. Since the tour required a one way flight back to SFO, we decided to cover her cost of flight for her and her son and she was very happy about that, especially when Yellowstone has been on her to do list in the first place. But as we were going through the booking process, she called back and said she didn't have any ID or valid passports [redacted] her kids.
At that point it was already after hours and we could not book the airfare without any IDs. So we asked her if she would be able to drive back from Salt Lake City after the Yellowstone tour if we paid for a rental car and fuel cost and one night lodging. She said she doesn't want to do that. So at the end, we asked her to postpone her trip and we put her on the waiting list.
On the morning of departure, we gave her a call telling her that we had two last minute cancelations/no shows and we can have her and her son go. We said we can wait for her to get ready, but she hung up, and then never again picked up the phone even though we tried to call again.
She also did call our office and said after she found out that her son didn't have a valid ID, that she will write all over the internet and publicize us if we don't get her a tour during the week of 8/1.
Yours Sincerely