We did not had reservation, so I walk-in a day before and was asked to come next day around 2 to their store location with all the gear and if they have any cancellation or available place, they will try to acomodate. Staff at store was professional and frank, did not gave any false hope at the same time, tried to help wit-in their grasp. I reached at 2, and was asked to wait until they call their apoointments and confirm if there is place available. I was given 2 tickets at 2.30PM and told that boat leaves at 3pm from another location which is not far and just 3 miles away, they were also aware of the traffic that day in key west direction and assured it be ok just go there directly and it be fine. We reached there at 2.50PM, We did not stop but traffic was bad because of holiday season. even before i parked or get off the car, there was a lady, I think her name was Tammy or something, informed that there is no time and hurry, We parked in the motals parking, and were collecting gear from trunk, in this short period of time, the captain and Tammy was literally shouting like hell..... and i don't mean normal getting delayed please hurry tone.........They were really loud and shouting every 10 seconds, I asked them please hold, let us collect our fins and other stuff. We almost cancelled but then continued because we were afraid if we get another availability or not..... After all this they took us to a reef and anchored on they oppesite direction of waves. I understand its weather and nobody has control....... but they literally anchored in worst possible place when there's were the only boat...... I assumed it's b'cse it would take more time for everyone to actually reach the reef and will be fast while coming back. The reef they took us was very shallow and fishes were very few.
Overall I understand the reef and fish experience part but their lack of people skill was disappointment.
They did tried to cover their rudeness with fake-smile and asking everyone to give good reviews for horrible experience.
We went to john pennekamp park snorkeling tour same week later, and it was by far very pleasuring and unique experience. Staff and captain very really nice at the park, It was very crowded but that covers with their hospitality. Also i'm talking about boat staff, note the counter staff at park, they are so busy and hardly have time or will to smile..........but this was by far a must experience than Sundiver tour.
Odpowiedź od gospodarza
Jan 2017
You visited Key Largo during the craziest 10 day stretch of the year. I am happy to hear our staff at the shop was able to get you on the trip as a "walk in" and glad to hear this part of your experience with us was good. You mentioned you arrived at 2:50 at the boat, your time wasn’t accurate because it was 3:06pm when you checked in and the boat was waiting for 6 minutes. We have to stay on a tight schedule because this time of the year the days are shorter and it starts getting dark earlier so we HAVE to leave the dock at 3:00 and sometimes we can push it 5 minutes or so. I think where this turned sour was when the crew was yelling to "hurry up". I am sorry and I will address this with them. I know they were just trying to get off the dock and back on schedule so the other 42 guest already onboard waiting didn't get upset, but yelling is not acceptable and I am sorry. I will speak with the crew and fix this issue.
As far as the next issue. We use mooring buoys that the National Marine Sanctuary deploys for the commercial boats to use. We don't choose where the buoys are attached to the ocean floor, we simply use the one that is available and in the best position considering the current wind direction and water current, etc.... On this day the captain did exactly what any professional captain would do. If there is a strong current or wind, it’s better to go into it on the way out to the reef, so the way back to the boat will be easy in case you get a cramp or other issue, it’s a safety protocol. I know the day you went it averaged 16 knots. We don't get many windy days but unfortunately this was a windy 4 day weather pattern. We do the best we can to accommodate everyone and work with weather conditions in a safe matter. Some of our captains are ex-Coast Guard captains and some have over 40 years experience working in these waters. We only hire the best Captains, so let me assure you everything was handled properly that day. It's unfortunate we were docked 4 stars, but hopefully next time you are in Key Largo you will give us another try. Thank You and thanks for the review. Sundiver Management