Weather was rough but your guide insisted we go tandem and not cancel . First, no life jackets, just one per boat and u did not have to wear them. Nothing was ready when we got there, started 1/2 hour late and tour was only 30 minutes , was told and written in description that it was 3 hours. Your guide inexperienced , took off several teams, hard to find her in dark and did not know much about surroundings. We only circled dock and was navigated back. 5 of us went and we all had a horrible experience. Requested our money back and will continue to fight for our money back. This was a 50th birthday present and ended up being such a horrible, disappointing experience !
Response from Host
Nov 2024
Hello Dawn and group. As we take reviews and customer experience / safety very seriously I have been in communication with you for days now via TripAdvisor, but knew you would also leave a review so I will personally address it. First off life jackets were on the kayaks. They are simply attached to the kayaks. I have video evidence of this and even asked you several times to provide pictures that you didn't and never did. It's your choice on whether or not you want to put the life jacket on. The guide also asked you if you had ever kayaked before and your whole group said yes. This time of year in the keys it can be windy which can create challenges, but it is not dangerous to kayak as you are protected in the mangroves and not in an open water environment (waves, rough water, etc). You also request an early return prompting us to return to the dock effecting another families experience. That was granted and your group was returned AND refunded for more than what was fair. The other family returned to the water and had a blast along with the other several tours we ran that night without any complaints you state. As a tour company we can only do so much to provide an experience and our night kayak tour is one of our most popular. Perhaps next time you should look into what you are actually booking before showing up and creating a bad experience for others. Again you've been refunded for your time on the water and wish you could of had a better experience.