This worksheet is for travellers who want to recognise good service or resolve a problem after returning home. A useful message identifies the service, explains what happened and says what response would help. It does not need to recount every day of the holiday.
Separate preference from a disputed service
“I prefer more independent time” is a preference. “Our confirmation allowed two hours inside, but we had forty minutes” is a difference that can be investigated. “Please explain the change and propose a resolution” is a request. Keep these separate so an unresolved problem does not disappear into a generic thank-you for feedback.
Start with the contract and the final itinerary, then reconstruct the relevant day. Keep original receipts, messages and booking confirmations. Use redacted copies in public reviews. Describe weather closures or transport disruption separately from the operator's communication and handling of alternatives. An unwanted outcome alone does not establish anyone's intention.
Praise can be equally specific: a thoughtful translation, a useful wheelchair arrangement or a well-explained rain plan is more informative than a compulsory perfect score.
A message you can complete
Booking reference and travel dates: ____.
Service confirmed in advance: ____.
What happened, where and when: ____.
Supporting records and effect on the group: ____.
What worked well: ____.
Explanation or remedy requested: ____.
Preferred reply channel and time zone: ____.
An illustrative example: “After the queue at the first museum, we could not enter the second. Please explain whether reversing the order was considered and how the unused item will be handled.” This invites investigation without deciding liability in advance.
If the first message goes unanswered
Send a consolidated written account to the business named on your booking, with attachments and a reasonable response date. The driver may not be responsible for resolving a contract with an agency or platform. For a refund request, identify the item and the basis of the amount, and record any partial resolution already offered.
For a tourism dispute, check the local 12345 service or the cultural and tourism authority's complaint channel. China's tourism complaint rules effective from 15 March 2026 include eligibility requirements and a ninety-day limit measured from the end of contractual performance; do not wait indefinitely for a commercial reply. The receiving authority determines whether your case qualifies. Urgent safety problems need immediate assistance during the trip.
Checked 2026-10-22: Ministry guidance and complaint channels, current tourism complaint rules, and official online complaint system. This worksheet does not guarantee a refund or complaint outcome.
Editorial archive date: 2026-03-21. This guide was compiled later; use the source-check dates stated in the text.
