Hi Lyle,
We've received your feedback and while we always welcome constructive criticism, it's essential to set the record straight with the factual timeline of events and our diligent efforts to communicate:
03/02/24: Booking request received.
05/02/24: Notified of date unavailability, offered an alternative, which you accepted.
06/02/24: Booking confirmed for the new date. Confirmation of receipt was not acknowledged by you.
23/02/24 and 26/02/24: Despite no response from your end, we reached out multiple times to reconfirm your booking details, including messages through the viator platform, phone calls and a WhatsApp message.
27/02/24: Continued attempts to contact you, again without any acknowledgment.
28/02/24: On the cruise date, our team made every possible effort to reach you, including waiting at the wharf until 9:00PM
Your review suggests a lack of communication on our part, which contradicts the extensive record of attempts made to reach you.
We take our customer service seriously and put considerable effort into ensuring our guests are informed and satisfied. However, the effectiveness of communication is a two-way street.
We are in the business of creating memorable experiences, and not disappointing our guests.
We regret that you missed out on your booking, but our team's efforts to inform you of the necessary details have been above and beyond.
We believe in learning from every situation and continuously improving our services. Your feedback will be part of this process, but it's crucial to acknowledge that communication and understanding responsibilities are paramount on both sides.
Should you wish to discuss this matter further, we are open to constructive dialogue.
Kind Regards,
Glenn