Custom Tour Service

Custom Tour Service, located at 9663 Garvey Ave #116 in South El Monte, California, presents a complex picture for potential travelers. As a long-standing travel agency, it has facilitated numerous trips, yet public feedback reveals a significant inconsistency in the quality of its services. With an overall rating hovering around 3.2 stars based on a dozen reviews, prospective clients will find a mix of highly positive and severely critical experiences, suggesting that the quality of a trip can vary dramatically depending on factors like the specific guide and equipment assigned to the tour.

The Bright Spots: Praiseworthy Guides and Good Value

On the positive side, certain members of the Custom Tour Service team have received glowing praise. Customers have singled out tour guides like Mr. Pen Ko and Mr. Simon Cheung for their exceptional service. These guides are described as professional, accommodating, and excellent communicators. For instance, Mr. Ko was lauded for providing clear timelines, ensuring all tour members were accounted for, and doing his best to meet the needs of the group. Similarly, Mr. Cheung was commended for his knowledge, sharing the history of cities and sights (in Mandarin), and contributing to a well-planned and smoothly executed trip. This highlights that the agency has capable personnel who can deliver high-quality guided tours. For travelers who prioritize a knowledgeable and attentive guide, this is a significant plus.

Another recurring positive theme is the perceived value. At least one customer noted that the cost of a multi-day trip with Custom Tour Service was lower than what they could have arranged independently. This positions the company as a viable option for those seeking budget travel packages. The convenience of having logistics like transportation, lodging, and sightseeing managed by a single entity is a core appeal of using tour operators, and in some cases, this agency delivers on that promise effectively. Experiences involving clean buses, punctual drivers, and reasonable accommodations like the Ramada Inn and Quality Inn have been reported, leading to relaxing and enjoyable trips for some families.

Significant Areas of Concern: A Pattern of Problems

Despite the positive feedback, a substantial number of reviews detail serious issues that potential customers must consider. These problems span multiple aspects of the travel experience, from vehicle safety to financial integrity and basic customer service.

Vehicle and Safety Issues

One of the most alarming points raised by customers concerns the state of the tour buses. A detailed account from a two-day tour described a mid-size Ford bus as old, dirty, and extremely uncomfortable, with a rough and bumpy ride that suggested it might have been a converted cargo vehicle rather than a proper passenger bus. The interior was reportedly dirty, and the trash was not emptied daily. More critically, the same review cited a major safety concern: the driver was observed eating snacks that required two hands while driving, using only his left hand to steer. When this was pointed out, the driver's alleged reason was to stay awake, a justification that does little to reassure passengers. For a bus tour company, vehicle maintenance and driver professionalism are non-negotiable, and this feedback raises serious red flags.

Accommodation, Itinerary, and Professionalism Failures

The quality of accommodations is another point of contention. While some had satisfactory stays, others reported being placed in hotels that were dirty, poorly maintained, and not of the same standard as advertised. One particularly troubling review of a three-day tour to Sedona mentioned a hotel with rude staff, unclean rooms with broken lights, stained sinks, and even blood found on a towel. Such experiences directly contradict the promise of a well-managed vacation package.

The execution of itinerary planning has also been criticized. One customer reported that their tour group was unable to enter a national park because the driver had not brought snow chains. Another mentioned arriving in Solvang only to find that the shops were closed, suggesting poor scheduling. Perhaps most egregious was a review from a customer whose parents signed up for a tour to Lake Arrowhead, only for the bus to never show up. The company allegedly provided no notice or phone call, leaving them stranded. This level of unprofessionalism and disregard for customers is a major deterrent.

Allegations of Financial Impropriety

Beyond logistical failures, there are serious allegations regarding financial practices. A lengthy review detailed multiple instances of being overcharged. The tour guide allegedly collected $12 per person for a buffet that was advertised at the door for $8.99, and charged $13 for a boat trip that officially cost $10. When confronted, the guide reportedly made up excuses. The same review mentioned that a promised free gambling credit at a hotel was substituted with a breakfast voucher, even though breakfast was already supposed to be included in the tour price. These accusations of price scams point to a potential breach of trust between the company and its clients.

Conclusion: A High-Risk, Potentially High-Reward Choice

Booking with Custom Tour Service appears to be a gamble. There is a clear potential for a well-organized and enjoyable trip, especially if you are assigned a top-tier guide and a well-maintained vehicle. The company seems to cater well to Mandarin-speaking clients and can offer affordable group travel services. However, the volume and severity of the negative reviews cannot be ignored. The recurring issues with vehicle quality, subpar accommodations, poor communication, and questionable billing practices suggest systemic problems. Many of the detailed reviews are several years old, and it is possible that the company has since addressed these issues, but the pattern of feedback is a crucial piece of information for any consumer's travel planning process. Potential customers are strongly advised to ask detailed questions before booking: inquire about the specific vehicle to be used, request confirmation of the exact hotels on the itinerary, and get all pricing details, including optional activities, in writing. This diligence may help mitigate the risks associated with this particular travel agency.