Dear Dutch-kun,

Thank you very much for participating in our trekking tour and for sharing your experience.

I sincerely apologize for making you feel uncomfortable during the staff briefing the day before.

I am glad that we were able to complete the long and challenging trek without any injuries. To be honest, I was worried that I would receive a low rating due to the previous day's incident, but I was relieved to receive five stars.

However, I want to take responsibility as the person in charge and ensure that I guide our staff without making excuses for their inexperience.

If you have the opportunity to visit again, please challenge yourself with the Shiratani Unsuikyo.

Sincerely,
Guide Tsugimura

Dear Customer,

Thank you very much for your request for the trekking tour and for sharing your experience. First and foremost, I sincerely apologize for making you feel sad.

Regarding your feedback and opinions, I hope you can consider the following points as one perspective.

First point:
It is our rule that customers must contact our company upon arrival in Yakushima. If we do not receive a call before our business hours, the reservation will be canceled without a refund. On the day of your arrival, we had many reservations, so we sent a detailed email two days prior. After confirming your arrival, we planned to discuss based on that email, but unfortunately, we did not receive your confirmation. I believe we sent multiple messages and a short text after which we received your response.

Second point:
Regarding the report that the guide said, "When you get home, have fun talking bad about your mother," we confirmed with the guide and other customers who participated that the guide actually said, "Have fun talking bad about yourself," but did not mention "mother." The guide's comment was made in response to not being able to provide a smooth and detailed explanation during a restroom break.

As for your father's illness, this is also a matter of our office's oversight. Depending on the severity of the pre-existing condition, participation may not be possible, and we regret not confirming this beforehand. The guide's comment about having fun talking bad about themselves was made in that context.

However, we take this matter seriously, as it is unacceptable for a professional guide to make such an inappropriate comment in any situation. We recognize that we are assisting with a once-in-a-lifetime trip and will ensure that our guides receive thorough training to provide heartfelt guidance tailored to each customer.

Once again, I apologize for any discomfort caused. Thank you for taking the time to share your experience.

Yakushima Road Station Tourism