Screaming Eagle definitely has the potential to offer a great cruise. Unfortunately, they don't have the commitment to do so. My sister and I took a dolphin cruise on the Screaming Eagle in late September. Trent was very friendly at check-in and was generally helpful throughout the cruise. We got off to a good start--the boat is fast and can offer a really fun ride and we saw a number of dolphins pretty quickly, although none of them were particularly close. The captain decided to cruise west along the shore, but then the boat slowed, then stopped. The captain was giving directions to Trent to try to get the engine started again, but no go. The captain had to go back to work on the engine to try to get it going. We sat there waiting patiently. Finally, after 18 minutes, he was able to get the engine started. We assumed that he would make up that lost time and continue on with the cruise. We knew there was no rush to return since I was told that morning that this would be the only trip of the day. We would have also understood if he said that it was too risky to continue the tour because of the engine problems and offered a partial refund. Instead, the captain gave no explanation and offered no apology. He just turned the boat around and headed straight back. I even called out (I was sitting directly behind him) that there were dolphins right next to the boat, and he didn't even slow down for a moment to give us a chance to watch them. We returned to the dock 1 hour and 2 minutes after our departure for a 1 hour tour. Since 18 minutes were spent just sitting there doing nothing, and that's nearly 1/3 of the tour, we felt that we didn't get a full tour. We talked to several of the other passengers after we got off the boat and they were also stunned that the captain didn't say anything about the lost time caused by the mechanical failure or make any attempt to tack that time onto the end of the cruise. My sister has called several times since that day and left messages explaining the situation and asking for a partial refund, but there has been no response. A business owner should always try to do right by their customers, but the management at Screaming Eagle Sports apparently lacks the integrity to do what's right. Save yourself the headache and disappointment and cruise with another company.
Response from Host
Oct 2021
Heather, thank you for withdrawing your comments and for being understanding. As I stated per our phone conversation, we are a small family business and I was sick with Covid Pneumonia for 8 weeks. That left my husband who is also the captain and my deckhand, who is my son to do my job, which is scheduling trips, checking customers in, responding to emails, reviews, taking care of refunds etcā¦ as well as them doing their jobs etcā¦ Not only were they doing their job, they were also taking care of my part of the business as best they could and running our daughter/sister to and from school, practice etc. I receive about 85 emails a day, not to mention calls coming in. Once again, I am sorry for the oversight of the not getting back to you in a timely manner. I just returned back to work last week and have been playing catch up over the last several days. Even though we perform regular maintenance on our boats, They will have issues sometimes unexpectedly. Like I stated on the phone, I wished you had talked to the captain or deckhand when you arrived back to the dock immediately to address your concern with them. We would never intentionally cheat someone out of time. I spoke to both of them about this matter and they thought they left early since we have customers arrive 30 min early, we do that sometimes when all customers arrive. If it was an oversight on their part, I am sorry. The other groups on the boat said they had the time of their life and one group tipped $100. I was glad when I called that I was able to work this matter out with you.