We scheduled a full 20 person birthday charter a month out and paid the $1500. We were going back and forth via email to finalize the menu, seemed to be going well, we had a lot of questions. A week out, they asked for the payment on the menu and final head count. We said we would be using the full 20, but were not sure of the adult/child mix as individual schedules were still being confirmed. We gave tentative numbers. They wanted payment of the final food invoice ($500) which went to my junk mail, so paid it a day later...
They cancelled saying that they didn't feel comfortable with the children (yet we discussed from the beginning, and their site says kids), that we didn't pay, and that the phone number we provided was invalid (with emails almost daily, they never mentioned that they tried to call)... Their coordinator would never be able to make it it any other industry with such poor customer service, lack of patience, and the inability to address their customer's questions and changes as plans are being finalized.
I still haven't gotten my money back, but assume it just takes a little time. We scheduled with another charter that was much easier to work with.
Réponse de l'hôte
Sep 2019
We understand..., it was an unintended outcome for all.
We take great pride in providing a comfortable and safe special event atmosphere while sailing on board our sailboat the Schooner Clearwater. A number of details come in to play from both the individual wishing to hold their event on our vessel and from our end. To ensure all particulars have been met in a timely manner prior to departure according to USCG Federal regulations we work diligently to meet deadlines.
Unfortunately there were 3 different persons handling your event on and off throughout the planning stages, which created an inconsistent dialogue of change for over 4 weeks. As we approached your event 2 weeks out then 10 days out your requests continued to be inconsistent with one another. It became clear that we were not going to ever be exactly sure of your needs and who would be attending your event etc.
It was decided after receiving an email that the original person handling the event wished to cancel, it was in everyones best interest to move forward with the cancellation.
After spending much time and providing our professional input, it was not a decision that we were pleased with but
sadly knew it was the right decision in this one instance.