My experience with the Key Largo Princess Glass Bottom Boat was terrible and very sad. I was excited to go as this was a trip that i was taking with my older parent that has Alzheimers Disease and she was excited too. We arrived on time, however my mom decided to go to the bathroom and i have to assist her while she goes. The boat trip was scheduled to go at 10 am. We ran to the boat as it was 10:02. This is when i started to tell the heavy set gentleman who worked and was inside the boat and he did not acknowledge me, i said “ Excuse me” 3 times before he picked up his head, and abruptly put his hand in my face and told me “ do not speak to me, the boat leaves the dock at exactly 10 am sharp, there is nothing i can do for you and i dont care anything you have to say” I was ashamed, appalled, and most of all my mother had to witness that which made her so upset. I could not beleive he didnt even give me a chance to speak, he put his hand up in my face, i started to cry as the left and all the guests looking and witnessed what he had done to me. His customer service skills did not exist, he ashamed me, he made my mother and i feel so bad. We cried. No one was there to help. I had spent over 100 dollars and were left on dock, and yelled at and disrespected completely. He didnt let me speak, i couldnt beleive my eyes. I resorted to calling the company and spoke to the Manager who basically never apologized for his behavior, called the crew and again re stated that “ they have to leave at 10 am” No wonder her staff acts like this.
Please please please, improve your customer service skills, you are in hospitality. People go to you to enjoy themselves, not to be ridiculed and mistreated. As in the words of Maya Angelou, “ people will forget what you said, they will forget what you did but they will never forget the way you made them feel”
Відповідь від хоста
Jun 2020
I am sorry that you missed the 10am trip, but as you found out we leave on time as we run a big boat in a small canal , other boats wait on us to go in or out, once the lines are off there is no stopping the departure too many things can go wrong and someone could get hurt. If only you would of mentioned to the crew that you were leaving the boarding area, they would of pre-boarded you and let your mother use one of the bathrooms on board.
But I am glad that were able to you were able to join us for the 1pm that day.