I would highly recommend saving your time, money, and sanity by avoiding this company entirely. There are plenty of other jet ski rental spots right on the Secret Beach where you can book directly. Our experience from start to finish was completely disorganized and frustrating. We originally booked and paid through Viator. Due to unforeseen circumstances, we needed to reschedule. A representative named Branston told us to cancel the Viator reservation and confirmed via WhatsApp that we were all set for Sunday instead of Friday. However, he failed to communicate this to his management. On Saturday, we were contacted by Rebecca asking why we didn't show up for our booking. We had to explain the entire situation all over again because of their internal lack of communication. When we finally showed up on Sunday at 10:00 AM, no one from management was even there, just the employees. They immediately set us up on the jet skis without doing a proper walk-around or any inspection for pre-existing damages, giving us only a very brief explanation of how to use them. Within just **five minutes** of being out on the water, the fuel warning light on my jet ski turned on. We immediately turned around and went back to shore. An employee just filled it up with gas and sent us right back out without checking for any underlying mechanical issues. About 10 minutes later, we were much farther out from shore when my jet ski completely died. The fuel light came back on, and it wouldn't accelerate past 2 mph, leaving me pretty much stranded. My wife had to ride all the way back to shore alone to get an employee to help. Instead of towing me, the employee just drove slowly next to me as we crawled back to the beach. In total, we were on the water for 30 minutes, and it was entirely stressful. When we reached out to management via WhatsApp to demand a refund, they only offered to refund for 30 minutes of just one of the jet skis. This is completely unacceptable. We paid for a tandem experience and only had one working jet ski for 30 minutes before the entire excursion was ruined by their poorly maintained equipment. Do not book through this company or their online listings. Walk down the beach and find a reputable vendor instead.
As you can see by all of our previous reviews we maintain our equipment very well and have raving customer service however things can happen and our team is always ready to help our clients achieve satisfaction. This client originally booked for Friday and had issues with his hotel being out of power, he reached out and asked if they could cancel their booking and ofcourse we offered to work with them and even asked if we could help them find another hotel with a generator. The client rented 2 jetskis for one hour each and one stopped working after 40 minutes so we offered to refund for 30 minutes even though 20 minutes was left, However the client knowing how important reviews are demanded a refund for one ski in full or he threatened to write an extensive bad review, im sorry but i dont think its ok to use our perfect record and threaten us with a bad review thats not ok, we agreed to refund him that day and he still went on to write the extensive bad review, thats just wrong, Shame on you Nigel Shum "WE" will not be bullied by customers, we have done a great job so far with all of our customers, my team works very hard to keep all of our customers satisfied as it reflects in our previous reviews.
