I am sad to read the latest Galago TripAdvisor review. Whilst TripAdvisor is a great tool for travelers, on occasion product owners like myself find ourselves falsely accused and given a review that we cannot respond to. The latest review posted on 27 September is a case in point.
The clients were unhappy as to the guide’s service and they let us know on August 13 by email. By the next day we had thanked them for their input and profusely apologized for the bad service. We said we will deal with the matter, which we did immediately as an internal matter, as any reputable operation will do. Three weeks later an email was sent asking for an update, which we provided; not that we had to since it is an internal management issue. We did not think it necessary to report back to a client on internal disciplinary issues. Presumably upon a next visit the clients would notice a better service.