This charter was very unprofessional. We booked this boat far in advance just for the company to call and tell us that they double booked our trip and asked us to move the time slot.We willingly moved the trip to a later time. The night before the trip, they called again saying that there was another double booking issue and barely offered to accommodate us about their mistake. The day of the trip, they sent a text telling our family that they cancelled our trip and gave our booking to another family. This was very disappointing and unprofessional of them, especially since we booked our whole trip to Tahoe around this boat charter. I do not recommend booking with them, as they are very unorganized and unprofessional. To make matter worst, they said it would take a week to receive a refund and offered no apology for the inconvenience. If felt like since demand is up, customer service was not a priority.
Одговор домаћина
Sep 2020
We are so sorry you were not able to complete the charter. Yes we had a double booking at 12 noon, during the busy Labor Day weekend. When we discovered the double booking we rescheduled your 2-hour charter from 12 noon to 2 pm the same day and this was agreeable to you. In addition, we offered an additional 1/2 hour on the lake charter to make it right. The evening before your charter, Captain Bryan called you and asked if you would be able to move the charter from 2 pm to 3 pm. The reason was due to the busy holiday weekend schedule and the need to allow time to fully sanitize the boat and re-fuel. On Labor Day weekend, the Marina is very busy and our top priority is guest safety and protecting you and your family. When Captain asked to move the charter to 3pm (one hour later) you said no, you could not do this and we understood you had other commitments. Unfortunately the next morning when you then asked to take the 3pm departure, the Captain was underway for the day and the float plan confirmed. We truly wish the schedule change from 12 noon to 3pm impacted you and it was disappointing you could not go at 3pm. Thank you for your feedback and we appreciate the opportunity to host you in the future.