I've had, as a bucket-list experience, to see a bioluminescent body of water, and one of the main reasons for our trip to Puerto Rico was to take a kayak tour of one of their bio-bays. We booked the trip for a clear night, and were super excited. Our driver, who was fantastic, picked us up at our hotel at the exact minute listed, he was lovely, professional and well informed. We arrived at the office where the tours are managed and folded in with the rest of the people. As part of the paperwork, I filled in forms listing everyone's weight from their drivers license. It looked like my husband and I would both be near the top limit of weight for the kayaks, but not over, and we'd be partnering with our much lighter sons so we were nowhere near the maximum weight for the kayaks. We were surprised to all be ushered into a room with a scale. My kids weighted in first, they were surprised to be about 8 pounds heavier in Puerto Rico than they were at home. My oldest was thrilled, as he's been trying to gain weight. My husband was just under the max. I requested to be weighted without everyone in the room, so my husband and kids filed out. I stepped on the scale, and was just over the weight limit. The guy managing the weigh in just said, "OK, looks good" said something I didn't understand to the other tour guide and then left the room. I thought I was fine, because, again, the combined weight with my son would be 50+ pounds below the posted weight limit for the kayak. I walked out to join the rest of the group thinking all was clear, when the young man managing the paperwork announced to the FULL GROUP that I was over the weight limit and wouldn't be allowed to go. I couldn't believe that I'd just had my weight announced to strangers and was deemed too fat to kayak when I've been kayaking for decades. (I'll add here that I'm a tall woman, and an endurance swimmer, clocking miles in the pool. I could have swum the route in less time than it took to kayak.). I have NO objection to their weight limit, and the company having to enforce it. Making sure I'm not too heavy for their rules was my responsibility, and I get that I was just over their limit. What I strenuously object to was their violation of my privacy and their announcement to a full group of tourists that I wasn't allowed to go because I was too heavy. I took my family aside and told them I'd be happy to go sit at the bar across the street while they go on the trip, which is what I did, after sobbing in the bathroom for a while, because that was, without a doubt, the MOST humiliating experience in my 53 years of life. My husband was confused and asked why other pairs who would clearly combine to weigh more than my son and I were fine to go and he was told first that it was an issue with their individual seats (the kayaks were old and cracked). The next person he spoke to said it was a health and safety issue (he told them that I'm both an experienced kayaker, and a swimmer) then they said it was because of insurance and vague rules. What they didn't mention was that they had overbooked. Every kayak was filled with no spare boats. Suddenly the extra pounds on the scale made a little more sense. I had the unlucky honor of being the heaviest person in the group. None of the details matter, honestly, on their scale I was too heavy for their rules. Fine. What matters is that I was publicly humiliated in a completely unnecessary way. I was alone in the room with two employees who could have told me then that I couldn't go because I was 8 pounds over on their scale. Instead, they waited until I was back with the group to announce that I was too fat to paddle. The cost of the trip was high, and we'll absorb that because my weight is my fault. What I can't let go is my dignity. I would ask that you advise your partner organizations to be kind and not openly humiliate their guests in front of strangers. As for the tour itself. There was no mention that in order to see any bioluminescence, you'd have to hold a small, dirty tarp over yourself and others to create a sense of darkness and see a small amount of brightness in the water. There was no mention that some of the kayaks are badly cracked and need bailing. There was no mention that this group goes out with half a dozen other groups, so there's well over a 100 people in the water.
Thank you for taking the time to share your experience. First and foremost, we are genuinely sorry to hear that you left feeling embarrassed and hurt. Regardless of the circumstances, that was never our intention, and we appreciate you expressing your concerns in such detail. We would like to clarify a few important points for future guests. Our weight restrictions, participation requirements, and safety guidelines are clearly stated in our tour description and are in place for everyone's safety. As you mentioned in your review, you were over the individual participant weight limit, and unfortunately our staff is required to enforce these restrictions consistently, without exception. The weight limit is not based on the combined weight of the kayak occupants, swimming ability, kayaking experience, or physical fitness. It is an operational and safety requirement established for the equipment being used, and all participants are subject to the same policy. That being said, we sincerely regret that the way this information was communicated caused you distress. We never want any guest to feel singled out or uncomfortable, and we will be reviewing this situation with our team to ensure we continue handling sensitive matters with the utmost discretion and professionalism. Regarding the tour experience itself, the bioluminescence is a natural phenomenon and its intensity varies throughout the year depending on environmental conditions. The tarp method used to enhance darkness is a common practice among operators when conditions are less intense. Additionally, the waterways are public and shared with other licensed operators, so guests may encounter multiple groups during their experience. We would also like to clarify that our tours are not intentionally overbooked. The number of kayaks and participants is planned in advance, and all safety and operational requirements are followed before departure. We truly appreciate your compliments toward your transportation driver and are glad the rest of your family was able to enjoy the experience. While we understand this evening did not unfold as you had hoped, we appreciate your feedback and will use it as an opportunity to continue improving how we communicate and care for our guests.
