Boottocht door Cardiff Bay

We are disappointed to read this review, as it does not accurately reflect the events that took place. Unfortunately, our skipper became unexpectedly unwell on the morning of the tour. As safety is our highest priority, we were unable to operate the excursion as planned. As soon as we became aware of the situation, we contacted affected customers through the communication channels available to us via Viator. Our records show that a message was sent at 10:24am on the day of the booking, and attempts were also made to contact customers by telephone where possible. We would also like to clarify that we did not simply cancel bookings outright. Customers were contacted and asked whether they would consider transferring their booking to the following day so that they could still enjoy their trip. Unfortunately, this option was not suitable for everyone. Your review states that the booking showed "boat captain unavailable, event cancelled." While the skipper's illness was indeed the reason the scheduled departure could not proceed, this does not accurately represent the fact that alternative arrangements were offered before refunds were processed. We fully understand the disappointment caused by a last-minute disruption. However, it is incorrect to suggest that customers were not contacted or that no effort was made to provide an alternative solution. We take great pride in our customer service and have clear records of the communications sent on the day.

Thank you for your feedback. We're sorry to hear that the experience did not meet your expectations. Our vessel is a working heritage passenger boat, and while many customers appreciate its character, we understand that preferences differ. Regarding the commentary, we are disappointed to hear that you had difficulty hearing the recorded messages, as this is not the standard experience we aim to provide. We will investigate this with our crew and equipment to ensure everything is operating correctly. We appreciate you taking the time to leave your comments.

We’re sorry you feel this way, however we would like to clarify a few points. We did not simply change your boat time, we contacted you beforehand to request a time change for your convenience. Both scheduled boats did arrive, however you chose not to board as you were waiting in the wrong location, despite being instructed to wait by the lower boardwalk. Our operator remained on the phone trying to assist you, but unfortunately the boat departed while you were not at the boarding point. We also ask that reviews remain respectful, as there is no need for personal insults or name-calling toward our staff who were trying to help. We always do our best to accommodate customers and ensure trips run smoothly.

Thank you for your review. We are very sorry that your trip was cancelled at short notice and completely understand how disappointing this must have been, particularly when you had planned your visit in advance. Unfortunately, on occasions circumstances beyond our control mean that we are unable to operate a scheduled service. While cancellations are never taken lightly, passenger safety must always come first. We sincerely apologise for the inconvenience caused and hope that this experience will not put you off visiting us in the future. We would be delighted to welcome you aboard next time you are staying in Cardiff Bay and provide the experience that we always strive to deliver. Thank you for your understanding.