Booking and setting up for trip was easy. However, we were from out of town and were staying in Santa Rosa Beach and had no idea how bad the traffic would be at this time. We had left in plenty of time to get there per our GPS, however there ended up being an accident and we were stuck in traffic for 45 mins. I called the vendor as directed per their instructions to let them know we would be 5 minutes late per our GPS our ETA was 6:35. They advised they would try to hold the boat for us and to come on in because they said they’d hold it. I called back again when we were closer and was told to go ahead and come in. Once we arrived we were met by an employee in the parking lot with our boarding passes. She told us to run (??) to the boat as it was already loaded. We started to run but the boat pulled out anyway. (Why no use of communication between ck in and ship? Run?? Seriously??)
To say we were disappointed is an understatement. I feel there should have been better communication between their ck in and the boat (use of radios?) It. Was. 5. Minutes. We were told to come in. We couldn’t control that there was an accident either. After we watched the boat leave without us, employee told us we could sit in the chairs and admire the views (of what? The boat leaving us?) but they wouldn’t do a refund. Said they could reschedule us for the next day however we couldn’t because that was our last evening there. We were also told to come back if we came back at a later date.
I understand the policy of being on time and we would have been there in PLENTY OF TIME if not for the accident (something we had no control over) but to also not give us a refund under the circumstances was very unfair. I understand there was 64 people on the boat that night and if each of them were late like us, your schedule gets screwed up. I get it but it was NOTHING we could control. AND we followed your instructions to let you know we’d be late. If you weren’t going to wait on us, we should’ve been told that the first time we called. I sincerely feel a full refund should be in order.
Signed,
2 very unhappy and disappointed clients in West Virginia.
Odpowiedź od gospodarza
Nov 2023
Thank you for your review. We appreciate good and not-so-good reviews. They help us better our team and service for future guest experiences. Our records show that you were not 5 minutes late but rather 35 minutes. I'm sure you can understand that asking 60 people to wait for someone 35 minutes late is unfair. Per our policy, we do not offer refunds for cancellations made within our 24-hour policy or late arrivals.