This tour company is unethical. We paid almost $400 for 2 adults and 1 child to not even experience this tour, nor would they give us our money back. I booked through Viator and the ticket says verbatim “checkin is from 4:45pm; boat leaves at 5:30pm”. We arrived a few minutes after 5pm but there was no one there to do the checkin. I along with 30 other people were not allowed to board because the person who does the check in left before 5pm. We were all under the impression that we would’ve had at least 40 min to check in as long as we were there before the scheduled departure. Obviously we all were very upset, called the tour company to ask for a refund and they told us no because we arrived too late. We told them we were there way before 5:30, but the person left without checking everyone in and they told us they cannot refund and that we would have to go back to Viator. They offered no alternative at this point. We went back to Viator and they told us the tour company would have to issue the refund. When they reached out to the tour company, they told Viator that we arrived at 5:35pm and were late, therefore they won’t refund us our money. THAT IS A COMPLETE LIE! We were there well ahead of 5:30, spoke to a security guard who confirmed the lady left a little before 5pm. The tour company tells Viator the lady left at 5pm and then changed their story and said she was there until 5:30pm. They continue to lie just to protect themselves from any credit card disputes just so they can keep our money. 30 people is a lot of people who paid $150 each and then not allow on. I honestly believe they oversold this tour to cover for cancellations and late passengers. I also believe they intentionally left after reaching capacity because the boat looked pretty full, which was concerning considering covid numbers are increasing pretty fast here and it was enclosed. We attempted to reschedule and they hung up on us. So not only are you not giving me a refund for something you caused, you also aren’t offering an alternative. As far as I’m concerned, these are UNETHICAL BUSINESS PRACTICES. At the most basic level, be honest about what the check-in window is if it is 5pm, which it isn’t btw. And if you can’t do that, then provide alternatives so your customers don’t feel like you are stealing their money. Simply put, just STAY AWAY.