I wish I could give this two separate reviews...
Activity: two teenaged tour guides were fantastic. However they were made to wait a full half hour after the designated start time for 8 late comers. 5 of us were ready to go at the correct time of 3pm, but bosses in an office somewhere in Virginia Beach were in contact via mobile phone and would not let them start the activity with those of us who were ready. Finally at 3.30 the guides decided it wasn't fair to make us all wait, and we went out with one guide, Will, and left the other on the beach to wait for the late comers. We saw lots of dolphins after paddling for a bit, and it was incredible. Late comers eventually arrived, but missed the majority of the playful dolphins.
Booking: despite booking the sunset trip at 7.30 the morning before we wanted to go, on the actual website of the activity provider, they had a "system malfunction" and took our payment without apparently booking us on to any kayak trip. So when we rang for directions on the morning of our planned sunset kayak apparently they were all booked up and were unable to honour our booking. They also refused to call us back to sort the issue out because we had an international mobile number. So we had to call them later and hope they were further along in sorting our issue.
All in all - Will the guide was great, the tour was not overly informative about the area or the dolphins but the organisers and their system was a huge disappointment and they certainly did not provide good customer service when dealing with a problem of their own systems creation or indeed when making 5 customers wait 30 minutes after a designated start time for no good reason.