On Viator, our product is listed as "Martha Brae Private Transfer From Montego Bay". Most clients are not aware that they only payed for a private transfer to take them to the location and take them back to their hotel. On arrivals for picking up, it is customary to ensure that clients knows that the cost of the raft is $70 and that paying in cash is the best option based on the location of the attraction which is in a remote area and internet and mobile services does not work well. The driver did not ask the client for $70 but informed him. He then ask the driver to take him to an ATM, as he did not have any cash, and the driver obliged. He instructed the driver to go to a particular hotel which he went to to use the ATM before and the driver did but the machine was down. The client asked what can be done because he did no get any cash and he was told that the tour would be canceled and he would get a full refund but was offered to be taken to another location to try to get cash. The driver drove to the town of Falmouth where the Martha Brae is located and the client was able to get Jamaican Dollars as the US currency was not available. As a result of the driving around and waiting in line to use the ATM at both locations, we lost approximately 1 hour. The client was made aware of this and was told that the driver would be late for another pick up he had to do therefore he would be late to pick him up after he was finish doing his rafting and he was to have a seat and wait of which the client said it was ok and he had no problem waiting and apologized for the delays he had caused because he had no cash. His waiting time was approximately 30 minutes after he finished his tour and not 1 hour.
At VIP Tours Jamaica, our drivers are willing to assist all our clients in any situation to allow them to do their tour and enjoy their day. I strongly apologizes to the client if he feels that all the help the driver was offering to him to make his tour possible was a terrible service.