Part one of the poor review is for the booking company Viator, that did not list the name of the actual vendor in an accessible way and the details of the booking were less than adequate. In a location where street names and street numbers were not visible, we got lost and arrived at the location too late (we missed the boat), and we could not figure out who to call because there were so many other similar companies in the same area and the booking details did not list the company name. We talked to a few companies as we were searching for our location and they all expressed frustration that booking on Viator is extremely difficult.
When we finally found the location and was told that we had missed the boat (we don’t fault the company for this although if they list their experiences with a third party booking company they could at least check to make sure their listing information is helpful to tourists new to the area), the customer service was horrible. He told us we needed to be there 30 min before departure (no mention of this on the booking), made us feel completely at fault, and was frankly just rude and unhelpful.
Since he offered no options for a refund even though it was our last day and would not be able to rebook for the same experience the next day, we had to change our plans with our traveling group and book for the afternoon tour at a higher cost. Thankfully due to weather, that experience got cancelled, refund was issued, and we no longer have to give this company any of our money.
Lesson: 7 of us in the group will never book from this company Sebago or the booking agency ever again.