"Thank you for your message and follow-up after the tour. I am very impressed with your company and your service. Yes, after I heard of the delay in airport pick-up in Kunming, I was naturally very concerned. However, my parents quickly re-assured me that it was an unfortunate small mistake and it did not cause them much problem. In fact, they were very satisfied with the tour guide in Kunming. After he arrived late, he was very apologetic and sincere in his regret. My parents liked this tour guide very much. They said that he was very educated and knowledgeable about Kunming. He was a nice, friendly, and experienced guide. They learned a lot from him, and enjoyed their visit very much. In Guilin, they also liked the guide. However, her personality was different from the Kunming guide. She was not that talkative or active. Still, a very nice lady, but my parents felt that she was more slow and did not provide much information about Guilin. They prefer a tour guide who is more excited, talkative, and friendly. This will cause them to feel more excited about the trip and enjoy it more. Please do not misunderstand, my parents said they liked both guides very much, but the Kunming guide was better.
Only complaint they had was the Hotel in Guilin. I know the Sheraton is a 5-star hotel, and is situated in a good area with busy street markets across the hotel. However, my parents complained about the bad smell of the hotel. They said the condition was not so good. Even my mother became sick for 2 days in Guilin, and she thinks it was partly related to the bad smell and poor air-circulation in the hotel. I am not sure if this is just one case. I just wanted to provide you the comment, so you can check again. If our guests complain, you may want to consider finding another hotel. Aside from that, the entire trip and itinerary was excellent. My parents said they will recommend it to their friends.
If we have any other plans to visit China, I will definitely use you again. Thank you again for your great service."