To preface, this is not a complaint about the experience itself. I cannot comment on that, and it very well could be enjoyable and a great experience. However, I am simply commenting on the level of customer service we were treated with. We originally arrived at the wrong dock and did not realize until a short while, because we did not recieve a courtesy call. Our party was 6 people, so we technically comprised half the spots on the boat. Realizing this, we quickly tried to make it to the correct dock, calling the number we were given to contact the crew. They did not pick up originally when I called a few times (using my phone which I used to book). Eventually, I asked my friend to call and they picked up immediately. We notified them of our mistake and told them we would arrive exactly when the boat was scheduled to leave. Of course this was entirely our fault, but they did not offer to hold the boat for even 5 minutes so we could make it (keep in mind we comprised half the boat). While we quickly drove to make the tour, I called an additional 10 times to update about our arrival time, and the woman did not pick up. It turns our she was the contact person to meet up with first before boarding the boat, and I can't help but feel like she intentionally did not pick up or answer our repeated calls. When we arrived (about a minute or two before the boat was scheduled to leave), we quickly found her and she notified us the boat had left. She was quite flat in her response, and said she could try to move us to a different day. However, we were leaving the next morning so this was not possible, and there were no more spots for the next tour that day. This was obviously deflating, but she made no attempt to try to accommodate or come up with another solution. Again, missing the tour was mostly our fault, but I suspect she did not contact the crew of our boat to notify them of our slightly late arrival and simply ignored our follow up calls. The customer service was lacking in this regard. We were simply unable to contact despite being told to "not hesitate to call or text with any questions."
It's important to note that in contrast, when we told another tour company nearby about what had happen, they were extremely surprised that this company had not held the boat for us for a few minutes and did not call us or answer our calls. They were so surprised in fact that they went out of their way to make accommodations so we could still do a tour (something this company did not even attempt to do).
Again I cannot comment on the actual your itself. It may very well be a great tour, but my experience with the customer service was lacking and we were not offered any refunds or accommodations.
Réponse de l'hôte
Mar 2022
This customer is upset that we did not hold our boat for them when they were late, which they acknowledge was their fault. We ask our guests to arrive 30 minutes before tour time, and we are not able to wait for guests who arrive late, because we run several tours each night. When our tours are sold out, and guests arrive late, the only option we have is to attempt to reschedule them, which we did. This guest left a 1-star review because we "made no attempt to accommodate or come up with another solution." There is literally no other solution beyond rescheduling them, so I'm not sure what they think we should have done differently. The only ways to resolve this issue were to 1) show up on time or 2) reschedule for a different tour. This review is absolutely ridiculous and should be removed.