Starting with the reservation experience, I believe it was a smooth ride with Amos and Fretzie but others in your office do need some Customer Service training especially while engaging over the phone and emails. Their language, tone and answers to the questions asked was very unhelpful bordering towards being rude.On the tour we had a bumpy start with our connecting flight to Beijing cancelled and now instead of 2 hours we had a layover of almost 12 hours but there was no one to guide us for the next steps, transfer and hotel accommodation. It was made really difficult with lack of signage in english and non English speaking staff at the airport. By the time we figured out, were already walking for 1 hour in the airport and when we reached the hotel, the restaurant didn't have enough food for the group. Next day we were asked to be at the bus at 430 AM for a domestic flight which was at 830, so essentially we didn't get proper dinner and just 3 hours of sleep. After reaching Beijing we had a full day walking tour for Tiananmen Square and Forbidden city.Hotels at Wuxi and Hangzou were very ordinary as well.China as a country is impressive, people very nice. Tour Directors were very good and so were the bus drivers.The itinerary was cramped but it did cover a lot, which was good. Maybe the tour was not for the older age groups who struggled with high speed itinerary.
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