We had two separate boat trip bookings with this provider. Our original booking was for 2pm, but we were contacted by the provider and told that one of the boats was having problems and that they could move our trips earlier to 12pm. We explained that we had two separate bookings and that this would be very difficult for us, as our flight was due to land at around 10:30am that morning. We asked if 1pm would be possible instead, and they agreed. On the day, our flight was delayed and we were also held up at passport control. We contacted the provider to let them know what had happened and explained that we expected to arrive in time, but wanted to give them a heads-up in case we were a few minutes late due to circumstances outside our control. We received no response. We arrived at 12:55pm, five minutes before the agreed departure time, and couldn’t see anyone. We phoned the provider to ask where they were, only to be told that both of our boat trips had been cancelled. They offered to move us to the following morning, but we had a wedding to attend and explained that this wouldn’t work for us. We therefore requested a full refund. Unfortunately, the response we received was extremely rude. We were repeatedly told that we had cancelled the trips and therefore weren’t entitled to a refund, despite us explaining that we had never cancelled anything. We had simply contacted them in advance to explain that we might potentially be a few minutes late — and in reality, we arrived on time. After several days of contacting them, we eventually received a refund for one of the bookings. For the second booking, half of our party were able to take the trip the following day, but this was obviously not the experience we had originally booked or planned for. Overall, this was a very stressful and disappointing experience. The communication was extremely poor, and the attitude of the provider when we tried to resolve the situation was unacceptable. Unfortunately, based on our experience, we would not recommend this provider!
Ciao, mi dispiace molto leggere questa recensione, soprattutto perché, da quanto ci risulta, ciò che è accaduto è stato il risultato di un evidente misunderstanding. Ho comunicato con uno dei contatti relativi alle due prenotazioni, spiegando che ci era stato riferito che eravate un unico gruppo e che non sareste riusciti a essere presenti all’orario inizialmente previsto. Per questo motivo, abbiamo cercato di trovare una soluzione alternativa venendovi incontro e modificando l’orario della prenotazione. Inoltre, per una delle due prenotazioni avete successivamente ricevuto il rimborso, mentre per l’altra vi è stata comunque offerta la possibilità di effettuare l’escursione il giorno successivo. Ci dispiace sinceramente che l’esperienza non sia stata quella che vi aspettavate, ma riteniamo che la recensione non rappresenti in modo corretto e completo quanto effettivamente accaduto e gli sforzi fatti da parte nostra per trovare una soluzione. Ci sarebbe piaciuto poter chiarire il malinteso direttamente, invece di arrivare a questa situazione.
