We booked a kayak on Nov. 17th for 9A Friday, Nov. 22nd. We received a reminder email @ 12:05P on Thurs., Nov. 21st - nice! We are excited and ready to go Friday morning and arrive 10 minutes early. Looking around, we didn't see "Clear Bottom Kayak", so I called and learned that they cancelled our trip due to lack of other reservations. While I understand the need to have X number of rentals to offset costs for bringing kayaks to the water, I take issue with a couple of things that could have been managed/communicated better.
1) Have a clause or statment before a prospective customer books that "excursions are subject to cancellation if the outfit does not receive a minimum of Y number of reservations."
2) If you call a customer to advise of a cancellation, make sure you SPEAK with or recieve a return text from said customer. (The guy I spoke with at the time of our reseravation said he left me a message last night. I looked and did see a missed call at 6:42P; however, I did not receive a VM notification until after I made the call to CBK). It would have been nice to receive a text advising of the cancellation - this is something I would have seen.
3) If you don't contact the customer, be prerpared to call or text again prior to the appointment. Had I not called just before our appt time, I would not have known that they cancelled on us. Needless to say, we planned our day around this outing. VERY DISAPPOINTING.