After their first cancellation (because of weather conditions) we rebooked at this company. We arrived ten minutes before departure finding out the boat already left. This was especially annoying because we had been in constant contact with the lady doing the local organization. She and the captain just decided not to wait for us and leave early. When we arrived we found the lady in panic trying to make the best out of it. We complained and asked her for the options but she just didnāt know what to say. She told us to come back the next day, but that was the day we had to fly back. Eventually one of us could join another group later. The other had to leave behind. Poor organization, bad judgment, no excuse and poor solution to the problem. This was a cold shower especially because we did a similar tour with a different operator (we split up our group) which was flawless.
Advice: be there way before (they say they need at least 40 minutes to check you in which is more than needed for a wet suit, a signature and some basic explanation which is repeated on the boat) but also consider a more professional operator. These guys were definitely not organized.
Response from Host
Jan 2021
This guest was provided with at least three different forms of confirmation, all stating that check in time is 40 minutes āsharpā prior to scheduled departure. The boat will leave on time or before. The rest of the group checked in on time to walked down to the dock at 9:36 pm with no sign of your group. We had 42 passengers on trips of 6 people from 5:40pm until the 11:00pm departure. We are a very organized operation. I didnāt want to keep my guide alone waiting in the water. I didnāt think it was right to make the 24 guests scheduled after your tour run late either. Iām happy we were able to accommodate one of you on a later tour.
Your ticket was refunded that same evening/morning at 1:00am when I returned home, regardless of our, or Viatorās cancellation policies. Thank you.