G2538ORmichellea
Apr 2021
The location of the launch site was changed last minute. A text was sent regarding this but it wasn't super clear as to the change as it still told me to go through the toll booth and park in the first lot, which I did. I finally got in touch with Karissa and informed us they would be in a grass lot BEFORE the toll booth. We went there and were greeted and put in kayaks. All was going well and I was thoroughly enjoying the trip. Once we arrived at shell island, the male in charge from Island Kayak Adventures approached me to address the error in location. Instead of just saying, "hey is everything good?" or "sorry about the miscommunication", he decided to berate me and yell at me (and HE DID YELL AT ME) in front of my friends and family, as well as the people on the trip that I didn't know. He wanted 100% to prove he was right and that "everything was my fault" he did not let up until I was crying and had to tell him multiple times to walk away from me. I'm not sure why he felt the need to do that and definitely not at this point in the trip. He ruined the entire experience. Despite his unprofessional actions, they still deemed it fit to charge me full price. If you want to be yelled at and pay for it, this is the trip for you!
They do not understand that the change in the location is not why I am upset. It was the harassments and argumentativeness received from them during the middle of our trip. They have never apologized to me in any way .All communication from them has only been to prove how right they believe they are. Zero customer service from these two... I was not upset until they approached me in the middle of the trip and were hostile towards me. Could the directions of been clearer, sure, but that IS NOT WHY I AM UPSET.
Response from Host
Apr 2021
Michelle, we have spoken privately and apologized for the misunderstanding over the launch site location. This was a weather related change, and we did this to make your tour more enjoyable. The notice of change was sent to you the evening before your tour. This included written directions, a link to a map, and street address. When you responded to the message we thought you were clear on the directions. We will work to be sure the wording is as clear as possible in the future. At no point did anyone yell at you and no one was trying to prove anyone wrong. As I past out shell bags to your family on the beach I asked if everything was "OK" and you were clearly mad. As you said "I was mad early but it's getting better" I apologize again and asked "if there was any way we could have done things better" since we were in private and no guests were around. I asked this question so we would not make this mistake again and you would not be mad at us. This is what was said. Everyone in your group came up to me after the tour and told me they had a wonderful time. We are sorry that you did not. We apologized for the confusion and you were still mad. As we told you in our private communication.