I've done six trips with Gate 1, and have two more booked and ready to go. They are absolutely a fine company, and we have had six absolutely fantastic trips with them thus far, and expect no difference with our upcoming two.
Having said that, I am not surprised they were chastised for their phone booking customer service issues by some customers. Their service reps (which also service Virgin tours, FYI. Same exact trips, just different websites/branding) had issues with abruptness in the past. I experienced it as well, in spite of being a repeat customer. Since then, they have retrained their phone service team and I haven't encountered anything less than pleasant since. They are not white-glove service if you will, but at this point I don't need or wish to pay for that type of travel.
The reason to consider using Gate 1 is simply that we cannot find a better value elsewhere, even though I continue to check around. Their local guides are simply outstanding, their trips are very organized and well planned, the lodgings are very pleasant, sometimes outstanding, and you know upfront not only exactly what to expect, but what you will spend. There are no 'surprises ' on the road, and I appreciate their straightforwardness with regard to this tremendously.
There are some optional excursions which you can pay to add, or not, depending on how much free time you desire. These are 1) clearly noted for each trip, and 2) hardly unusual in the industry. Meaning, happily, that I'll never, ever have to attend or pay for a tourist -oriented bad, local 'folk dance and dinner' show unless I really want to. YMMV.
Each time we plan a trip I check with OAT (Overseas Adventure Travel), RoadScholar and Gate1, but I keep returning and booking with Gate1 because they continue to offer the best overall value that I've been able to find.
(I am not a paid spokesperson, just a big fan of the company, and their mission statement:
Seeing more of the world for less. )