We fully understand that the captain makes the decision as to the destination and to the viability of the trip. This is a safety thing and this policy was clearly communicated to us in advertisements, waiver language, and booking steps. It makes perfect sense and we have no problem with this. Nor do we have a problem with any policy related to condition-affected refunds or lack of.
However, this dive operator might consider notifying guests before leaving the dock if conditions have dictated a lesser site and rough conditions. When it is known that conditions are poor (they were) and that visibility is bad (it was) and that the snorkeling experience will be far less than advertized (it was), it might actually benefit this dive operator and crew to make this known beforehand. Had we known, we'd have chosen to not go out--regardless of whether a refund or rain ticket might have been offered.
Pirate Cove certainly cannot ensure good conditions, but it can notify customers beforehand that the sea is up and visibility is bad and that a lesser, alternate spot (like Grecian Rocks) has been selected by the captain. Communicating this information would be a better policy and should be considered.
Response from Host
Apr 2022
Thank you taking the time to leave us your feedback. We do our best to let everyone know of conditions for each trip. We mention it in the shop, we post on a white board in shop and boat crew mentions conditions before the boat leaves the dock. This gives people a chance to cancel or do anther activity. Sometimes it is our best guess based on the information that is provided from all our weather/ wind apps and NOAA. If conditions are unsafe we will turn the boat around and so a mangrove snorkel instead. We will go over with all staff again to confirm everyone is letting people know of what we are expecting on excursion. Our goal is for you to have the best time possible. We hope you give us another chance.