Dear "Hsu Wong", although it seems not to be your real name,
We were very initially surprised to read your review as we did not recognize any of our customers’ stories. As a matter of fact, Japan borders are closed to tourists since March 2020. We have been arranging quarantine reservations but no guided tours since then.
We even carefully looked at our previous records before that date as well and have thus confirmed that you are not one of our customers. 
You obviously submitted a forged document to Trustpilot to get a “verified” label and your story is a fiction.

A fiction, but not a carefully crafted one nonetheless. 
After writing a different fake review under the name of "Mr. Gibsen" a few weeks back which has been removed by Trustpilot as identified as a fake review, you give it another try, putting efforts to be more realistic by picking one of the very few guide names that appear in our below genuine reviews. Any serious player in our field would recall that Japan has been closed since March 2020 and the guide you refer to, Mrs. Masako (that we know well and consider as family contrary to what you pretend) has actually not worked with us since 2019.

You would also certainly be relieved to know that Hitotoki is a fully registered travel agency in Japan, Active Member of JATA and founding Member of HICJ, a Club regrouping over 25 of the most renowned travel agencies in Japan. We are therefore covered by the best guarantees and insurance plans of the profession.

You should know this, since you are not our customer, but a competitor trying to tarnish our image. Or should you? It seems you might not, in fact, have a valid license for your own Japanese travel agency, whose name we believe we have identified.

We take the opportunity to remind you that libel, harassment and forgery are heavily punished by law in Japan and we may take legal actions to keep you at bay.