Drove the family 4 hours from DeLand Florida to Clearwater to see the dolphins. Left over an hour early just to be traffic, because you know how I4 can get if you live here. After sitting in traffic to go over the bridge to get to the marina for an hour, I made it to the boat slip at exactly 2:30 p.m. to make my departure time, only to find the boat already halfway out of the marina. They left at least 2-5 minutes earlier than their departure time stated and missed the boat. We ended up on another boat tour which was really nice called the little toot. The woman at the play said to email the owners of the tour about getting a refund. They refused to give a refund and said that we can reschedule another tour. We already took another tour and I do not wish to drive another 4 hours to Clearwater. After calling them direct and the lady arguing with me how I should have been there 45 minutes early, even though the TripAdvisor website didn't state that at all, and they left prior to the departure time regardless, they said they'd call me back with more information about my refund. A week later I haven't heard a word from these people. No refund, nothing. Apparently once you give them your money, you're not going to get it back if you're unsatisfied, what you probably will be because the captain of the other boat radioed the other boat said the tropics tour didn't see any dolphins. We did, and we did it on the little toot.
Ответ от хоста
Jul 2018
Dear guest, thank you for your feedback. Just like our representative at the ticket window stated, we require that all guests check in at least 45 minutes prior to departure to avoid anyone missing their tour. You booked your ticket through TripAdvisor, which requires you to give us a call to confirm your details at least 24 hours prior to departure (stated in your confirmation email). From there, we send you OUR confirmation email, which includes information on parking, traffic, and alternate ways to get to us to avoid it. It seems like you didn't call, which explains why you never received OUR email (FYI -- TripAdvisor does not send us your email address, so we can't send the email until you call us as required in THEIR confirmation). Our cruises always depart on time -- they are timed so that our Sunset Cruise passengers don't miss the sunset -- so if the boat was already half way through the marina, you must have arrived at least 5 minutes after the scheduled departure, 50 minutes late given our 45-min check in policy. We apologize that you couldn't sail with us but unfortunately that was no fault of our own. Our representative offered you the possibility to reschedule, which is already an exception for no-show guests. We understand that you went on a different cruise but still extend you the opportunity to reschedule would you be interested. Thank you!