Yana, we appreciate you taking the time to share your experience on our reviews page and we certainly understand your disappointment regarding missing the Whale Watching tour. You will see from the many positive reviews prior to yours that a lot of people have a really great experience with our company when they book the correct number of passengers.
As we explained all passengers including small children need a ticket to come aboard and due to the exclusive nature of our tour on our small vessel expecting a FREE ticket was difficult as we only have limited seats and on this occasion the tour was already fully booked.
It's regrettable that your family, including your 3-year-old child, was unable to join the tour on this occasion. Our booking partner unfortunately gave you incorrect information. As you’ll appreciate we want the best for our customers and do not compromise on safety especially when there are younger passengers aboard. As clearly outlined on our website this is why we set the minimum age at 5years old.
We initiated the process of working with our booking partner to arrange a refund for your family, unfortunately this can take weeks and is out of our control.
Once again, we apologise for any inconvenience you've encountered, and we remain dedicated to rectifying the situation and providing our paying passengers the best possible experience in the future.