We booked the airboat ride online during our recent holiday and it was a great experience. We didnāt see any alligators (apparently evenings are best for this) but that didnāt detract from the experience at all. The guy who took us out (captain?) was very friendly and knowledgeable and everyone in our party really enjoyed the ride.
The one thing that needs improvement is the attitude of the lady at check in (Ginny, if I remember correctly). I had our voucher saved on my phone but she said, not particularly pleasantly, that it was supposed to be a printed copy. I explained that we were staying in a villa with no access to a printer and that I hadnāt seen anything on the website to say a paper copy was required. (If I had seen it I would have phoned in advance to explain I had no way of printing it.) Her response was simply to say, again not very pleasantly, that it was supposed to be a printed copy. She told me to send it to her by email so she could print it off, and obviously I emailed her the voucher. No, this wasnāt right: she needed the original email. Iām not sure if she thought I was psychic but why did she not specify that? Iām sure if this happens all the time it must be frustrating for her to have to deal with but surely itās not necessary to be unpleasant with customers. The others in my party, who were waiting within earshot all commented to me that she had been rude. We arenāt ridiculous enough to have let it spoil the overall experience but when everything else about it was so positive itās a shame this ladyās customer service skills werenāt better.
Response from Host
Nov 2019
We are so glad that overall the experience was a positive one for you and your family. We are very sorry to hear about the check in. We know it is difficult for the front desk to handle all the different vouchers and the rules the companies put on them. They have to know over 100 different procedures and what is required by each. We are sorry that you felt that she let this get to an unpleasant encounter. We will discuss this with her. We hope that you will give our park another try and that everything will be enjoyable.