J2782BXsamantham
Jun 2021
This was not a great experience for my family. We arrived early, as we were instructed, and were informed they were running about 25 minutes behind. Already a little frustrating, the boat finally arrived around 30 minutes after our scheduled time, and we ended up having to stop for gas on the way out...so we didn't start our banana boat tour until 45 minutes after it was scheduled to start. The driver was friendly, but his assistant was not. Didn't say two words to us the entire boat ride, very off putting. You could tell he didn't even really want to be there.
At one point, I had to get off the banana...but my husband and kids stayed on. There were a couple times they slowed down and I could hear the driver and assistant talking about mechanical issues with the boat we were using. It was highly concerning to me that they were using a boat for tours that the driver was concerned about.
On top of all of that, we paid for the picture package and the "assistant" who was taking pictures apparently screwed up and not a single picture showed up on the SD card. So we did not get a single picture of our family to remember the banana boat.
Overall, the actually activity (once we finally got started) was fine, but I would not recommend this company due to safety concerns with their equipment and I would definitely not ever purchase the picture package as they can't guarantee anything will turn out according to the lady that ran the check-in counter.
Réponse de l'hôte
Jun 2021
Samantha, We are sorry you did not have a good experience with us. We are sorry about running behind however, you did receive your full hour. Safety is a number one priority and we would not take someone out in something “unsafe”. A boat is equipment just like your vehicle. If you haven’t been around boats much and commercial ones at that, running all day seven days a week, then you wouldn’t know that it is very common to have repairs. We are truly sorry for your frustration about the assistant who was quiet and who you said screwed up your pictures. He is a new employee and he is quiet but not rude which seems to be an unfair assumption. Once again, I’m extremely sorry about the photo package which is why that day I gave you a full refund back for the photos. I explained to you it could have been something wrong with the card or accidentally formatted. It was not intentional but an accident if so. You received a full refund back for the photos and I told you if you wanted to come back the next day we would re take the photos for no charge. You agreed and then 3 hours before the trip time you called and said you couldn’t make it due to your daughters dance team had to dance again that evening. Our policy to customers is to give us 48 notice on cancellations to allow time to book that time slot which left us sitting an hour with no trip. I turned down 4 trips that day because I was booked. You demanded I rebook you again the next day and when I stated I could not because we were pulling boats out for an inspection on our vessels, you wanted me to “squeeze you in” and when I said I couldn’t you threatened to leave a bad review. I am sorry you did not get pictures however you said your daughter had a blast. Memories do last forever and I am glad we were able to create that for you. Once again I am sorry about the photo package which is why you received a refund for the photo package.