Avoid
Booked the return ferry tickets directly with this group in Punto S and were informed that the return would be with them (Il dodge) from dock 3b in Venice. All seemed fine.
After our stay in Venice, we wanted to take the ferry back to Punta Sabbioni at 7pm. We were at the dock there significantly earlier, around 6.20pm. It was raining heavily and with the wind we just presumed our ship was slightly delayed. A Il Dodge boat pulled in at 7.10pm which we presumed was ours.
We were then told that the ship would not be going out again until 9 and that we had missed our 7pm sailing. When we said that we had actually been waiting for 40 minutes and no boat came in where we told that we should have gone on an earlier boat with another company! When we said that this had never been said to us we were unnecessarily snapped at, told to just go "get a coffee" and wait the 2 hours.
So after changing his story twice he then told us it wasn't his problem and to take it up with his bosses.
So unfriendly, unhelpful and rude. We wandered in the rain and managed to get once of the public water taxis home instead. Avoid this gang at all costs-they don't care about customers, change stories to suit themselves and will leave you stranded without a care.
事業者からの返答
Gentile Cliente,
ci dispiace sinceramente per l’esperienza che ha avuto e per il disagio causato dalla situazione.
Abbiamo parlato con il marinaio presente a terra e, secondo quanto ci ha riferito, ha cercato di essere il più gentile e disponibile possibile. Non c’era alcuna intenzione di essere scortese o di avere un atteggiamento negativo nei vostri confronti; riteniamo però che, in quel momento, possa esserci stato un problema di comunicazione dovuto alla barriera linguistica, che potrebbe aver creato un malinteso.
Ci scusiamo invece per un nostro errore: avremmo dovuto informarvi chiaramente che il servizio di ritorno poteva essere effettuato anche con la barca Marcopolo, e comprendiamo perfettamente la vostra frustrazione per non aver ricevuto questa informazione.
Desideriamo comunque confermarle che la barca prevista per la partenza delle ore 19:00 era effettivamente presente al molo nell’orario stabilito.
Ci dispiace che la comunicazione non sia stata sufficientemente chiara e che questo abbia contribuito a rendere la vostra esperienza negativa. Terremo sicuramente conto di quanto accaduto per migliorare le informazioni fornite ai nostri clienti.
Cordiali saluti
Il Dodge
Extremely unfriendly staff and unhelpful.
We were directed to the parking spaces in Punta Sabbioni and bought the ferry tickets on-site because we were already a bit pressed for time.
We were informed that the departure is from dock 5 and upon returning to Venice, one should go back to where they arrived. In our case, that was dock 1A in Venice.
We thought, great, that sounds good. The outward journey was okay; the ship was somewhat run down. The seats below deck were just chairs, which I found a bit strange, but oh well, it is what it is.
After our stay in Venice, we wanted to take the ferry back to Punta Sabbioni at 12:45 PM. We were already there significantly earlier, around 12:20 PM.
Time passed, but no ship appeared that would have gone to Punta Sabbioni.
I asked a staff member from Il Doge on site whether it had already departed or if it was delayed.
I was unnecessarily snapped at, told to just line up, and that a ship would come.
The extremely unfriendly man explained the departure times on my ticket to me, as if I could not read them myself.
Therefore, I inquired with another staff member of this organization where the ship was supposed to be.
He also snapped at me again and tried to make me believe that I had overlooked or missed the ship. I wanted to explain the situation to him, but he constantly interrupted me and then threatened me, telling me to watch what I say.
Another staff member told me, with a shrug because he was not sure himself, that the ship would depart from dock 3B.
It is an outrageous impudence to speak to someone like that!
There are not many docking stations in Venice, nor is this place so large that one could overlook these ships. And then to approach tourists like that and to threaten/insult them is simply unacceptable!
Such incompetent and unfriendly people should perhaps not work in the tourism sector if they cannot control their emotions and cannot restrain themselves.
We then returned by ship from Marco Polo.
And we were not the only ones who apparently "overlooked" the ship and stood in the wrong place.
Several families and other travel groups were affected by this impudent and extremely poor organization!
My impression was that no one really knew what was going on and that the frustration they had was simply vented on the tourists.
事業者からの返答
Wir bedauern zutiefst die Enttäuschung und die Unannehmlichkeiten, die Ihnen auf Ihrer Rückreise von Venedig entstanden sind. Wir bedauern insbesondere die Verwirrung beim Einsteigen, die Schwierigkeiten, klare Informationen zu finden, und vor allem das respektlose Verhalten unserer Mitarbeiter. Freundlicher Service und schnelle Hilfe sind uns sehr wichtig, um unseren Kunden ein sorgenfreies Reiseerlebnis zu ermöglichen.
Die von Ihnen beschriebene unklare Kommunikation und der unhöfliche Ton entsprechen in keiner Weise unseren Standards. Wir nehmen Ihre Bedenken hinsichtlich der Ihnen widerfahrenen Behandlung sehr ernst, insbesondere die Probleme im Zusammenhang mit der mangelnden Koordination beim Abflug. Diese Vorfälle werden gründlich untersucht, um sowohl unsere Kundenbeziehungen als auch die Organisation unserer Dienstleistungen zu verbessern.
Wir entschuldigen uns aufrichtig für die Ihnen entstandenen Unannehmlichkeiten.
