We pre-paid $891.00 for a tour of Turtle Town. The night before, the company changed the location where we were supposed to meet. When we showed up, the location turned out to be right in front of our hotel where we had already been snorkeling for three days. That day (7/13/22) the area was subject to rough water and the visibility was poor anyway. We declined to go on the tour, where a single guide would be taking 9 of us snorkeling right in front of our hotel. We asked for a refund. The manager who we were told to call played the used car salesman game and stated he did not have authority to provide a refund, and that only the owner did, but that the owner would not speak to me personally. The manager also explained in so many words that the owner of the company has been in the business for 30 years and is disgruntled and difficult to deal with and dislikes tourists.
We bought the tour through Trip Advisor/Viator, whose terms of service require a full refund if changes are made by the service provider within 24 hours of the event and the customer is not satisfied with the change. This is what occurred here, but no refund of any amount has been provided despite several hours of time-consuming phone calls and message to the company.
In the end, we cancelled the trip based on the last minute change by the company and requested a refund. However, they kept all of our $891.00. Now I'm wasting hours of time trying to get a refund with no success.
Одговор домаћина
Jul 2022
I’m confused… Our company is less than 3 years old, we don’t have a manager just guides and the owner (myself)… the only reason we wouldn’t issue a refund is if you didn’t show up, or canceled outside of the cancelation policy. We are a reputable highly ranked company with amazing guides. For anyone reading this, I ask you read the majority or our reviews and look at our company. We have only been around since just after covid? Perhaps you left a review for the wrong tour company?