A Failed Travel Experience? Reverse Malaysian's China Trip Impression

When we were first contacted by three Malaysian Chinese travelers, their skepticism was our starting point.

Mr. Chen, his wife, and their recently graduated daughters from Penang were planning a trip to China. Their wish list included the Forbidden City in Beijing, the Potala Palace in Lhasa, the Giant Panda Breeding Research Base in Chengdu, and the Leshan Giant Buddha. However, they had a negative experience with a Chinese tour group before—the guide was unhelpful, the itinerary was packed with optional paid activities, and the route was even changed last minute, causing them to miss key attractions they had been looking forward to.

"We don't want to go through that again," Mr. Chen wrote in his first email. His language was cautious, even wary. While they preferred a Malaysian-based agency for easier communication, they worried about the tour's authenticity. This was our time to shine.

Win Their Trust In A Year

The biggest challenge wasn't planning the itinerary—it was convincing them this time would be different.

Mr. Chen's initial inquiries were tentative and very specific: "How do we deal with altitude sickness in Tibet?" "How far is the Beijing hotel from the subway?" "Can you arrange a hot pot experience in Chengdu?" Every question was laced with past disappointment. They had contacted us a full year in advance, which meant we needed to earn their complete confidence to lock in their plans so early.

What's more, their knowledge of Chinese attractions was limited. They didn't have clear priorities and weren't even sure which sights were worth visiting. Without careful planning, they could have felt lost or exhausted during the trip.

All could be dealt with. We're not afraid of challenges!

We decided to build the entire itinerary from scratch and use consistent communication and detailed answers to ease all their concerns. In the first few weeks, we sent them a comprehensive, visual guide on how to adapt to high altitude. Addressing their worries about hidden fees, we provided a clear list of all included costs and promised there would be no last-minute add-ons. To give them more peace of mind, we shared real reviews from past clients and even arranged a video call so they could speak directly with our local guide in Tibet.

As our communication deepened, the Chen family gradually began to trust us. Three months after their first inquiry, they paid their deposit, locking in a year of continued trust and communication.

Trust Maintained in Comfortable Trip

Over the next year, we regularly updated them on their itinerary details—like adjusting the hotel location in Beijing to be more convenient for the older family members, adding a Sichuan opera face-changing show in Chengdu, and arranging a boat tour in Leshan so they could see the Giant Buddha from the river. With every adjustment, we sent a detailed explanation and visual references to ensure they fully understood and approved of the changes.

A year later, when the Chen family finally set foot in China, all their doubts had vanished.

In Beijing, they walked through the Forbidden City in the early morning, avoiding the crowds to enjoy the serenity of its red walls and golden roofs. In Lhasa, our Tibetan guide not only gave them a detailed history of the Potala Palace but also took them to a local teahouse to experience authentic Tibetan life. At the Chengdu panda base, the daughter was thrilled to capture photos of the pandas munching on bamboo. That evening, at the hot pot dinner, Mrs. Chen tried the spicy beef for the first time, immediately reaching for a bowl of iced dessert but laughing as she said, "That's how you know it's authentic!"

On the day they visited the Leshan Giant Buddha, the weather was exceptionally clear. They took the boat we had arranged, sailing slowly along the Min River, as the Buddha's solemn face shone in the sunlight. Mr. Chen later wrote in an email: "This time, we were very happy."

After returning to Malaysia, they sent a thank-you note that perfectly captured our goal:

"I had an amazing experience with this tour company and their outstanding service! They have been assisting me for over a year before my trip even began. A special shoutout to Blair, whose superb service made all the difference. She promptly addressed all my queries and requests, ensuring my trip was absolutely wonderful. Everything went smoothly, and I couldn’t be happier. I highly recommend this tour company and Blair for their 5-star service!"

Receiving this feedback after a year of communication was a priceless reward for me and my team at Asia Odyssey Travel.