Good Afternoon,
Thank you for reaching out regarding your experience with our team. We appreciate our customers feedback and yours is no exception.
The gratuity that is charged (20%) upon arrival is clearly stated on our website and the the booking tool that you used Viator. This usual and customary amount is 100% for the crew, as they work on gratuities. You always have the option to increase, decrease or remove the gratuity for service all together. This is also posted at the marina.
Our crew typically will tell waiting guests that we need to wait for the bridge to go up so we sit in the marina and leave in time for the bridge when goes up on the hour and half hour only.
We ask you to be at the marina at 8 for an 8:30 departure so that paperwork can be completed prior to departure and to ensure we don't miss the 8:30 am bridge.
I will review the video and see what was happening on your trip. I can say with certainty, that if a line doesn't get a fish, their isn't anything to reel in, our crew works very hard to get you fish.
Each adventure is different and the amount of fish caught is different.
Again my sincere apologies that these items were overlooked. We do look forward to seeing you again in the future. Have an amazing day.