Thank you very much for the detailed and 5-star review. We are happy we were able to share with you our knowledge and helped you start your life here in Singapore. Su Ling says thank you to your beautiful family. Happy New Year! and until next time

Thank you so much for the excellent review. We are happy to hear you made the most out of your layover and enjoyed the tour with Gene. Until next time!

Wow! 11/10 is superb! Thank you very much for the great review. Gene would like to say thank you for the wonderful review! until next time! - Hello! Singapore Tours Team

Richard says thanks to you too. Thank you for the excellent review. Until next time!

Thank you for the wonderful review and recommendation! Gee Soo says thank you too. Until next time.

Thank you for the excellent review and recommendation! Gee Soo says thank you too. Until next time.

We're glad you and your friend enjoyed the 5-hour tour. Bibi and Bernard says thanks to you too. Thank you for the excellent review. Until next time!

Hi Holly! Best review! Thank you for taking the time to write such a detailed review, and for your kind words to Gee Soo, which I have passed on.

Hi Sandy, Thank you very much for taking the time out to review your tour with Su Ling. She said that she had a wonderful time with your group and really enjoyed meeting you all. As you have pointed out in your review one of your group members did have issues clearing immigration in Singapore and you did start 30 minutes later than you had booked for as you waited for him. As it is currently peak season for tours and arrivals in Singapore your driver did have another booking to attend after yours. He was doing an airport pick-up for another client. As Su Ling explained to you on the day it was unfortunately not possible for him to overrun on his booking with you. We do ask all of our guests to kindly consider the other guests with bookings on the same day. If we had allowed the driver to overrun your booking it would have left the other group waiting at the airport with no driver after a long haul flight. I do completely understand that you would have liked the driver to overrun on your tour time but unfortunately, it wouldn't have been fair to the other group and it would have been unprofessional of us to allow an issue that one person in your group had to impact them. Su Ling did very kindly offer to extend your tour by the 30 minutes that you missed for free. Even though the driver had to attend the other booking she offered to work overtime for you, free of charge and continue the tour on foot and then help you take a taxi back to your cruise terminal at the end, or take you back on the train. I have to say, as Su Ling's manager, I think this was exceptionally kind of her and shows just how caring she is towards our guests. After your group discussed this offer, you decided that you did not wish to take her up on it and you asked to be taken back to the cruise terminal at the time that you were originally due to finish. Receiving a 3-star review is obviously a huge disappointment for us. We have never received such a bad rating before and it does, of course, have a big impact on our online rankings and our tour visibility which then impacts the number of bookings that we receive and our teams ability to work. As such we had a management meeting about it to see if there is anything else that we could have done to avoid this situation. I personally think that Su Ling went above and beyond what could be expected of her. I think her customer service shown towards you was excellent. After you declined the free tour extension she had thought that you were happy with our service. Had she realised that you were so upset she would have informed me of the situation. However, she didn't know. We have now come to an agreement that even if she thinks a guest is happy with her, she will inform me regardless. We've checked back through all emails and we didn't receive any contact from you after the tour letting us know how upset you were about the situation. If you had contacted us to tell us you were unhappy, we would have given you a refund. Unfortunately for everyone in choosing not to tell anyone how you felt, we were unaware that there was a problem and were not able to resolve this for you. This has led to us getting this bad review and to you feeling upset. We can only apologise for this and we can only request that anyone else who chooses to book with us does tell us if they are not happy with us so we have an opportunity to correct the issue for them. Our customer service team is excellent. They do bend over backwards to help our guests and that is why we do get such good reviews. We do need to be made aware of issues though if we are to be given an opportunity to help. Su Ling has asked me to pass on her personal apologies for not realising that you were unhappy with her solution of the free overtime with her alone. Laura