Hello,
Thank you for giving us a very un justified review. Firstly we do not appreciate when you are rude to our staff threatening them with bad reviews because you cannot take ownership of your own error. The main point here is you contacted us the day before the tour and told us you would not attend for varied reasons. We did exactly what you said and took you off the tour list. I wish I was a mind reader and could predict that even though you said you could not come then you would come to the tour. I'm still confused, and now you have thrown another spanner in the works claiming that you came from the airport because you were worried about a ticket worth $111. The taxi from the airport to manly is more than $111. Any logical person wouldn't make the journey.
To make things clear to the world wide web here is the real story with facts and a transcript of your messages to us. You booked through a travel agent called Viator. You contacted us the operator our business is called ecotreasures via the viator message system the day before the tour on 11th march for the tour date March 12th at 10am. See the below communication clearly saying you would not attend and we instructed you to contact your agent as we did not take payment and you had cancelled within the 24hr no refund cancellation period. As you said you would not attend we took you off the list and the spots were taken quickly as we book out our small group tours. I can not comment on what prior communication you had with your agent but please see below the transcript of the message you sent us. The first message you send us cancelling was 11th March 10:25am.
Transcript of message -
From customer - I just want to be sure we are still down for March 12 snorkeling. I accidentally hit cancel as I saw March 10th instead of March 12th but then realized the 10th was when we could cancel without a penalty.
Jan 26, 2023, 03:37 PM
From Customer - We canceled the Manly trip weeks ago. We have a tour of the opera house today instead
Mar 11, 2023, 10:25 AM
From customer - Why didn’t my cancellation go through?
Mar 11, 2023, 10:27 AM
From customer - We canceled the snorkeling trip weeks ago when we learned the water is cold. Help us get our refund please
Mar 11, 2023, 10:46 AM
Reply from ECOTREASURES
Hi customer,
Not sure why this didn’t happen, you will need to contact your travel agent
Viator as the they have not cancelled your tour. You didn't book direct
with us. The water is currently 25/26 which is not cold it’s actually the warmest
the water gets
Mar 11, 2023, 01:11 PM
From customer - I did book direct on my home computer.
Mar 11, 2023, 02:55 PM
From customer - I booked through Viator
Mar 11, 2023, 02:56 PM
From customer - I canceled from my home computer. I don’t have those tries with me
Mar 11, 2023, 02:56 PM
To be clear you did not call us informing us you would attend. After all these messages you turned up on the day carrying on that you were booked in. I'm very sorry but please be clear in your communication with small business like us. If you tell us you are not coming then you are not coming. Now you have written a very poor review for us damaging our review score.
I'm sorry but please be kind to small business and our staff and treat us fairly. I believe you have not treated us fairly in this instance. You were rude to our staff and have now slander our business online.
You will see from all the good reviews, we do take care of people and will assist the best we can. The one thing we can't do is read you mind, so if you say you're not coming then don't come. It's very simple.
Damien the owner - who had the all the communication with you