FellowTraveler760264
Aug 2021
Im a couple of weekends late to this but here we go
So I am giving Sun Buggy 4 stars instead of 5, though with a few proper tweaks to their check in process they'd get a 5
first, a huge shout out to zack that saved us fixing a broken belt, and stuck in a deep bowl. The customer service was great, both times he got to us under 5 minutes, so thats a huge kudos to SB. we had a lot of fun.
but, as I said the check in process was terribly unorganized and chaos, and added a bunch of stress before we even got out to the dunes. I know they were very busy and short staffed, but, as a business with many years doing this, I think there is a way to fix (Im a former process engineer, so improving systems is my background)
Ill first point out the worst part, getting your helmut. one part of the confusion is that you have 2 tables to go to, one for 'check in' and a second for your gear. two, there are customers everywhere so that added to the confusion. Solution, better signage and stantions to "control the line". you stand in front of the gear trailer waiting, and people are cutting in, and its VERY stressful. there are technically two lines but you cant tell. Stantions would help. Also, make it clear on your website to show up to the check in table first, then youll get your gear. they have a couple of signs. and the ladies did their best, but was still confusing. Next, they should make their custormers with reservations be priority, hence to reward your customer for taking the time to reserve, as in this case, walk ups take up more time, cut in line, and your client who reserved (with the caveat that there are NO refunds) should get some sort of added assistance, maybe a seperate line for them, especially getting gear. Next, the hold up at the second gear window of having to run credit cards and DL's. again, they need more help here instead of the two guys (though I know the lazy employees were not coming in, to collect their covid checks) but again, having a better organization, along with a better approach to serve the reserved clients, that would improve the customer sign in experience. we were told to show up an hour early, our reservation was for two, we arrived at 1, and didnt get in our dune buggy till 245, that, in a service type industry, is not good.
BUT, we were on vacation, our attitude is to always just go with the flow, and out on the dunes the crew more than made up for the check in shenanigans, and we really did have fun.
thanks SB and we will return again.
Response from Host
Aug 2021
Dear FellowTraveler760264,
You're working way too hard while on vacation but we truly appreciate the suggestions to expedite ... and yes, sigh, we're overstaffed so if you want a fun job down by the beach, please apply on our FB page, but your ideas are merit-worthy and we're passing them on to management for hopeful action ... and BTW, I'm on vacation next week and I'm going to borrow a page from your book .... "just go with the flow" ... thanks for helping our team and SunBuggy with your thoughts and when you're ready to ride again, Sun Buggy will be here for you!