LAOS

Sunset in Luang Prabang. The air is warm, the Mekong is glowing and Mount Phousi is calling. Our guests arrived ready for that classic golden-hour moment at the top of the hill.

And then… their guide vanished.

Well, not vanished vanished – but close enough.

Here’s what happened: Our guide believed the guests wanted to explore Mount Phousi and the city on their own. Wanting to be helpful (and efficient), he bought their entrance tickets… and politely left them to enjoy the sunset independently.

The guests, however, had a different expectation: they thought their guide would be with them the whole time. So when they later told their agent that “the guide didn’t take care of us,” we knew we had ourselves a classic ICS moment – small misunderstanding, big feelings.

What we learned (and fixed immediately): The guide later explained that many visitors enjoy walking back from Phousi on their own after sunset. True… but in this case, not what our guests had in mind. Lesson learned: never assume.

So we jumped into action. The guide was briefed to stay with the clients at all times unless they clearly request otherwise. We added some instant goodwill: complimentary drinks at Forest Bistro, a visit to Ban Na Ouan, beautifully crafted scarves and even an extra hill tribe village stop during their waterfall excursion.

From that moment on, the guide personally escorted them right back to the hotel – no more disappearing acts.