We booked with a little trepidation as we were dealing with a local travel agent ,all bookings through the internet although if there were questions we could speak to the UK team. The trip went without a hitch, excellent itinerary ,good guides and drivers. No waiting at airports/stations for our guides.Hotels were well chosen .
Reliabilty, at n time did we worry about where we were going or who was meeting us. Some of the guides went out of there way to do things we were interested in. eg flora, countryside,silk museum.
I think it would have been an extra good mark, if Max had spoken to us during the trip to check all was going well.
I have already commented
Be open to what china has to offer, kindness, interest,history, amazing scenery.
Difficult, the great wall, li river trip, cooking lesson in a farmers house and general ambience..