Booked for a party of 16 ten days prior.
Due to inclement weather on checking in, the trip was delayed which is to be expected in florida.
We decided to wait for the storm to hopefully clear, this was our last day before going to the airport so we could wait a while.
We went around the zoo area and had some lunch in the cafe which killed some time. At 1.45 we were called to the boarding area to be told as soon as possible the boats would be going, the delayed 11 would be first then ours which was originally at 2.
At around 3.30 we were called back along with alot of other people, some of which had just arrived and been given a place on the next boat.
It seemed 4 boats would leave at once as they had a window in the weather.
A register was taken and and it appeared our group was not on the list.
4 boats were filled with the remaining people with no space for our group, we were left on the jetty, it was explained to us that we had not checked in and were down as a no show, We all had wrist bands from checking in, and the girl telling us this was the one who'd checked us in...
After realising their mistake we were given a refund.. They offered us a free safari and a photo which was acceptable and as much as they could do.
unfortunately we'd been their so long, (5 hours) we couldn't do the safari as we had to get to the airport.. We gave the gave the tickets away to another family.
Obviously the entire day was a ruined and the children with us let us know..
More communication is required from staff throughout. Weather is going to be a problem in florida in the summer which everyone understands, but administering who is in your park should be priority.
We watched people arrive without booking and be given our place on the trip which made it difficult to swallow.
We should of gone to IHOP instead..