We booked this 8:30 am tour 5+ months in advance. Imagine our surprise when, about 2pm THE DAY BEFORE THE TOUR, literally as our cruise ship was pulling out of the Ketchican port and I was about to lose cell service, I received a text from Alaska Travel Adventure advising me that our 8:30 tour had been cancelled and I could rebook on the 11:00 am tour if I chose. This was most disconcerting because of the VERY short notice -- less than 16 hours -- and the fact that I had to make in instantaneous decision because, in less than 5 minutes, I would not be able to communicate with them again until the day of the tour, and because I had other plans for the day based around our 8:30 am tour time. Had this text come 5 minutes later, I wouldn't have gotten it and we wouldn't have even known of the change until the morning, and we would have planned our evening and our early morning on the ship assuming we had to be off the boat at 8 am for our tour.
I said yes to the text (we had little other choice) and then talked to the woman in the office the next morning when we were in port in Juneau. She said they only had a few people for the 8:30 and the paddling would be too hard. However, when I later mentioned that my husband has had shoulder surgery and wouldn’t be able to pitch in to paddle much, she laughed and said, “Oh, don’t worry. The guide really does almost all of the work [wink, wink]” So I think it is fair to assume that this cancellation and rebooking was strictly for their financial convenience in not wanting to run a small tour.
It may seem like this was a minor change, but smacking the tour in the middle of the day meant we could do little else. My plan had been to take this tour early in the day, and then take the town shuttle back to the Mendenhall Visitor Center and do the hike(s) at the top of Nugget Falls that are so highly rated. But we didn’t have time to do this before the 11 am tour, and by the time we would get back from the later paddle tour, even though it’s light late here and our ship is in port until 8 pm, for some unknown reason the shuttles to and from the Visitor Center stop around 3 pm. In the frantic 1.5 hours after I got off the ship in the morning, I could find no other tours operated after about 2 pm. By the time I actually met them for pick up at 10:50, I was borderline furious for creating a pretty messed up schedule for our day in Juneau.
To top it off, the bus departed for our paddle tour late because the organizing person on the street was dealing with 2 people whose kayak tour through Alaska Travel Adventures had also been cancelled. My understanding was that they hadn’t even been informed and showed up thinking they were going on a tour.
The good thing was that the rest of the Mendenhall Lake Canoe Paddle tour was fine and quite good. Our tour driver was helpful and very informative. He knew about my displeasure; I don’t know if the ride out to the glacier is usually such a narrated tour, but our driver did a great job, pointing out eagles, and the fish hatchery, and talking about the local scene. On the way back, he gave us an abbreviated tour of some of the outlying areas of Juneau while he talked about the area.
The canoe paddling experience on Mendenhall Lake was very good. They offer raincoats and rubber boots, and stored back packs and shoes. The paddling was easy with our excellent guide (sorry I can’t remember his name) doing most of the work and talking and commenting all the way. We paddled by icebergs in the water and got pretty close to the glacier. It doesn’t look anywhere near as blue as the Photo-shopped picture on the TripAdvisor page, but is it quite stupendous and seeing the blue in the crevices was beautiful. Our guide said that the blue was more visible on a cloudy day, so we were lucky. I'm not sure if that is true of not, but it was lovely and a great experience. We paddled to the base of Nugget Falls and walked near the falls and had snacks. The canoe paddle on Mendenhall Lake was quite memorable and I must say I would probably go through the hassle of dealing with this operator again in order to do this trip (hence the 3 stars instead of lower). This is not an excursion offered through the ship, and several other passengers were surprised that we’d done such an unusual thing.
Things have a way of working out, as the weather was rainier at our 8:30 time than it was at 11:00, although I don’t believe this is why they changed the tour time. As mentioned, our tour driver (may have been named Mike) went out of his way to fix the bad feelings we started with. Overall, he succeeded and this was a good experience. On the way back to town he dropped us at the Alaska Museum, which was recommended by someone else on our tour, so we were able to fill our afternoon with something other than wondering to tourist gift shops and restaurants.
In summary the actual canoe experience was very good, but if you are going to deal with Alaska Travel Adventure, I strongly suggest that you have Plan B mapped out that you can implement quickly to save the stress of losing very valuable vacation hours in port, in case they unilaterally make changes to your paid-in-full tour at the last minute.
Réponse de l'hôte
Jul 2018
I am so sorry your original time had been canceled and caused you a disruption in your day. Yes, in fact, we have guest minimums on all of our tours. With the Native canoe, the minimum is the number of paddlers it takes to safely push a 750 - 1000 pound, 30 feet long canoe in the 33-degree water.
Safety is always our first concern on any tour we operate. Some of our water-related tours can be interrupted by weather and minimums not being met.
Again I am sorry for the disruption in your schedule. Thanks for sharing,
Dale E Smith
Director of Sales and Marketing