Dear Carol McFarland
Thank you for taking the time to share your thoughts regarding your recent experience. We apologize sincerely for any inconvenience the you may have faced during your trip. Unfortunately, we are unable to issue a refund for the lost hour.
Below, please find the reasons for this decision ( I have explained the same via email, so here, the same response):
Upon reviewing your complaint, it seems there may have been a misunderstanding regarding the location of your booking. We regret to inform you that you arrived at a different location from the one we communicated via WhatsApp ( we have the proof via WhatsApp), leading to a shorter duration of your trip. We understand this may have been frustrating for you, and while we provided the correct meeting point location map, landmarks, and captain's contact details to ensure your arrival at the correct spot, we apologize for any confusion you may have experienced.
As per our booking terms and conditions, it is the customer's responsibility to ensure a timely arrival at the correct location. Unfortunately, in this instance, it appears there was a miscommunication or oversight on your part.
Regarding the amenities provided during the trip, we apologize for any shortcomings you encountered. We aim to offer a comfortable and enjoyable experience for all our customers, and while water and soft drinks are available, we prefer customers to request them from the crew as needed, rather than being continually offered. There are plenty of tissues available to use, but are you focusing on a toilet roll? The bathroom cubicle is equipped with a shower and toilet, and tissue rolls get wet all the time - I hope this explains?. We regret that we did not meet your expectations on this occasion, but we are pleased to hear that you enjoyed your cruise experience. Additionally, please note that this cruising experience is not a guided tour, and the points and landmarks covered are communicated at the time of booking. While the crew will assist as much as possible, their primary role is to ensure your cruising experience is comfortable and safe.
Regarding the refund request for the lost hour, we must adhere to our policy, which stipulates that refunds are not provided for instances where customers arrive at the wrong location.
It is crucial to reach out to the tour operator before the scheduled travel date to verify the precise location of the map. Instances of delayed arrival at the designated boat location, resulting in failure to meet the specified time, will not be accommodated and will be considered a no-show. (No extensions or rescheduling will be facilitated in such cases.)
We value your feedback and will utilize it to enhance our services in the future. Once again, we apologize for any inconvenience you experienced, and we kindly request your understanding in this matter.
If you have any further concerns or questions, please do not hesitate to contact us.
Thanks & Regards,