They called at 7pm(before the scheduled date) to let ask us to change our time due to double booking and they have less staff. We agreed on changes. New scheduled date and time came. We were there 30min early per their policy. We were informed by other staffs, from other company, that theyāre running late. This company verified it. They said their ETA yet still didnāt arrive on said ETA. They arrived an hour later the scheduled time. We asked for discount because of inconvenience and we have to cancel our other scheduled activities. They refused to do so. Their excuse was their captain have an emergency and they added, āwe are doing this for youā. While riding to the destination, they mentioned that tips are highly appreciated (not mandatory). On top of that, my friend gave her phone to them to take pictures of us and the staffs said āokā. When we were finally riding that banana boat, we noticed that the staff used their phone instead of my friendās. When we finally docked, we asked them to send those pictures to us. They said āwhen we get phone reception, weāll send itā. We waited for several hours and no pictures was sent. We found out that we have to give them a tip for them to send those pictures. We called and texted them still no pictures. I even texted them using my number to make sure they didnāt send it on the wrong number. Still nothing. What extra service did they do other than their job responsibilities after all the inconvenienced? Banana Boat ride was alright.
Response from Host
Oct 2024
We apologize for the delay in your trip and appreciate your understanding. As mentioned, one of our captains had an emergency, and we quickly arranged for a replacement to ensure your trip could still go ahead. Our crew is trained to provide safety briefings and mention tipping to inform guests who wish to show their appreciation for the service.
Regarding photos, while taking pictures isnāt part of our crewās official duties, theyāre always happy to help when asked. If they go out of their way to assist, itās a kind gesture to tip them for the extra effort. Thank you for your feedback, and we hope to welcome you back soon!