Complaint Review: Mongol Global Tour Company - Cypress California

My name is Russ Oquist.  I am the owner of Mongol Global Tour Company.  We have specialized in providing clients customized travel and personalized service for over 13 years now.  I do not believe that this "report" rings true at all.  There are many general negative statements and sweeping condemnations which do not accurately portray our care and attention to our clients needs.  We care about our clients very much and we are quite responsive to their needs. Because of this, we have many repeat clients.

We have complete records of our clients in our files and we never had a client named Janet from Newport Beach who booked a trip with us to SE Asia. The complaints are as suspect as is the fictitious name.  

We find out what our clients want and then we work hard to fullfill their needs.  We do not promise one hotel and then give another.  Upon the rare occassion that a desired hotel is unavaiable, we let the client know asap and find a suitable substitute. 

We are very concerned about giving our clients the best experiences on their trip.  We take into account the most suitable hotels, tours, flights, etc. etc. to help our clients have a maximum quality experience.  When anyone wants references from those who have traveled with us,  we are delighted to provide several names and contact information of as many references that are needed. 

We have served thousands of clients to various destinations around the world over these last 13 years who have been very pleased with our services.  We provide customized travel and personalized services based on personal experience and general expertise of our staff and our partners.  We have offices in Southern California, Beijing UlaanBaatar, Siem Reap, Danang and Managua. 

I love travel and I love to provide excellent travel experiences to our clients.  Our company's whole existence is designed for lovers of travel. 

I know Suzanne Masters very well. In fact, she is my daughter.  She has the same work ethic and excitement about travel that I do. She cares about her clients very mich. 

Our staff all knows that our clients are our friends.  We want to provide the highest quality services.  Our staff deeply cares about our client's experiences.  We work hard to make everything as perfect as possible.  Upon the rare occassion that something does go wrong, we are glad to make it up to our clients during the trip, or compensate our clients after the trip.  Once again, if you want some real references, feel free to contact us and we willl send you a list. 

We have several principles built into our system to help produce the best travel experiences: 

1.  We listen to what our client wants and then design a tour according to our clients needs and interests. 

2.  We provide travel counsel is based on a combination of our own world travel and understanding of the destinations and our local offices or partner's excellent knowledge of the destination.  

3.  We offer general tours, however, most of our clients want our, "Make your own tour to ......." their desired destination.   We work carefully with out clients to design a tour to their satisfaction. 

4.  Our prices are not the cheapest, but we do believe you will find that we will give you an excellent value for your travel dollar. 

5.  We monitor our clients tours as they travel.  When there are problems, we have built in a three-tiered quality control element during the trip.  A.  The local guide, B. the local company and C.  the US office.  We even have a 24-7 hotline here in the USA for emergencies or urgent situations. 

6.   We typically follow up after a tour to get an evaluation. We want our client's feedback to help us continually improve. Upon the rare occassion that some services were not rendered, we compensate our clients for this. 

7.   Usually by the time our clients have completed their trips with us, we are good friends. Many of our clients book with us again and again.  We call them our VIFs (Very Important Friends). 

Please contact us if you want any references.  Better still, feel free to talk to Suzie or myself, or anyone else on our staff.  We believe that you will see that we are here to serve your travel needs.  Thank you,  Russ Oquist 

My name is Russ Oquist.  I am the owner of Mongol Global Tour Company.  We have specialized in providing clients customized travel and personalized service for over 13 years now.  I do not believe that this "report" rings true at all.  There are many general negative statements and sweeping condemnations which do not accurately portray our care and attention to our clients needs.  We care about our clients very much and we are quite responsive to their needs. Because of this, we have many repeat clients.

We have complete records of our clients in our files and we never had a client named Janet from Newport Beach who booked a trip with us to SE Asia. The complaints are as suspect as is the fictitious name.  

We find out what our clients want and then we work hard to fullfill their needs.  We do not promise one hotel and then give another.  Upon the rare occassion that a desired hotel is unavaiable, we let the client know asap and find a suitable substitute. 

We are very concerned about giving our clients the best experiences on their trip.  We take into account the most suitable hotels, tours, flights, etc. etc. to help our clients have a maximum quality experience.  When anyone wants references from those who have traveled with us,  we are delighted to provide several names and contact information of as many references that are needed. 

We have served thousands of clients to various destinations around the world over these last 13 years who have been very pleased with our services.  We provide customized travel and personalized services based on personal experience and general expertise of our staff and our partners.  We have offices in Southern California, Beijing Siem Reap, Cambodia and Danang, Vietnam.  I love travel and I love to provide excellent travel experiences to our clients. 

I know Suzanne Masters very well. In fact, she is my daughter.  She has the same work ethic and excitement about travel that I do. Our staff all knows that our clients are our friends.  We want to provide the highest quality services.  Our staff deeply cares about our client's experiences.  We work hard to make everything as perfect as possible.  Upon the rare occassion that something does go wrong, we are glad to make it up to our clients during the trip, or compensate our clients after the trip. We can send you many recommendations about Suzie or our staff members taking very good care,

1.  We listen to what our client wants and then design a tour according to our clients needs and interests. 

2.  Our travel counsel is based on a combination of our own world travel and understanding of the destinations and our local offices or partner's excellent knowledge of the destination.  

3.  We offer general tours, however, most of our clients want our, "Make your own tour to ......." their desired destination.   We work carefully with out clients to design a tour to their satisfaction. 

4.  Our prices are not the cheapest, but we do believe you will find that we will give you an excellent value for your travel dollar. 

5.   Usually by the time our clients have completed their trips with us, we are good friends. Many of our clients book with us again and again.  We call them our VIFs (Very Important Friends). 

Please contact us if you want any references.  Better still, feel free to talk to Suzie or myself, or anyone else on our staff.  We believe that you will see that we are here to serve your travel needs.  Thank you,  Russ Oquist 

Janet since you did not list your last name in your profile, I'm not exactly sure when you travelled and what were the specifics on your trip. I am very sorry that you did not have a good time on your trip to Thailand. I would love to speak with you about your trip, as generally our feedback is very positive. We pride ourselves in having great guides, providing accommodations suited to clients wants and needs as well as providing all the other desired services. Please note I NEVER change a hotel that was promised on a tour. The only time when a hotel has to be changed is if a hotel is not available at the time of booking, in which case I would inform you right away. Please contact me if this was not the case with your tour. Also there are no other charges unless you have incidentals or you purchased a breakfast that wasn't otherwise stated as included in your rate. In Thailand breakfast is almost always included. If there was anything else that was charged by the hotel please let me know. Regarding my capabilities and attitude I'd like to provide other references with another viewpoint :) This is for a third party sight in which we have our company information listed. On the right hand side they have listed all recent client reviews. Here are a couple of snipits of reviews. - Marjorie: Southeast Asia Mongol Tours was really excellent. Suzie Masters - who handled our trip - worked very hard to find a good itinerary. Our hotels were great, the many internal flights worked out perfectly, and our guides for the most part were totally great. There were no glitches! When I think back and read our review of the trip, what strikes me is that there were no bad days dealing with problems - everything ran smoothly so that we could enjoy the experience. - Brian: Southeast Asia Mongol Tours was really excellent. Suzie Masters - who handled our trip - worked very hard to find a good itinerary. Our hotels were great, the many internal flights worked out perfectly, and our guides for the most part were totally great. There were no glitches! When I think back and read our review of the trip, what strikes me is that there were no bad days dealing with problems - everything ran smoothly so that we could enjoy the experience. If anyone is interested in reading any more reviews, or talking to any of my past clients I am more then happy to provide those for your. Janet I'd love to speak with you about your trip. We know that each and every trip is extremely important, and that it's an investment as well. We take that very seriously and we want to always make sure that our clients have a great time on their holiday.