Cruzeiro de Catamarã Sunset Champagne Key West

Extremely Disappointing Experience — Poor Organization and Customer Service This is a follow-up to my previous review and Sebago’s response, which disappointingly attempted to shift the blame again onto us and specifically my husband (who they named fully which is an issue) for a boarding process that was Sebago’s responsibility to manage. My husband was there to host a party of 23 people and enjoy the experience with us—not to do Sebago’s job. After standing in the hot sun amid crowds, confusion, and a complete lack of organization, our group was left frustrated and miserable. As stated, despite waiting in long lines to check in and confirm our reservation by phone, there were no wristbands, tickets, stamps, or any other clear indication of who had paid. This WOULD have eliminated the whole issue here. The entire process was chaotic and poorly managed. Under these circumstances, my husband did his best to get our group together and onto the boat. It was HIS anniversary yet he couldn't enjoy it due to the process. He was never informed that he would effectively be expected to manage the boarding process, count passengers, and resolve confusion while trying to board with his own party. It is unacceptable to place that responsibility on a paying customer and then blame him when your own process fails. To be absolutely clear, my husband agrees with me that we did not have 26 people, as Sebago continues to claim. Several people canceled, and we know who attended. My husband was trying to board and join the rest of our group. If he agreed to buy a 26th ticket is was not because he agreed that was the count even if he went along to move along. In the heat of the moment, amid the confusion and the large crowd of people still waiting to board, he was trying to get on the boat without further confrontation or delay, so he did what he needed to to get on and try to enjoy the cruise. That does not make Sebago’s count accurate. What is most appalling is how Sebago has chosen to handle this complaint. Rather than acknowledge the disorganized boarding process, recognize the confusion it created, and apologize for the inconvenience, the company has repeatedly defended itself by questioning our account of what happened. We know how many people were in our party, and we should not have to fight to be believed about our own experience. I brought the discrepancy to Sebago’s attention politely after the fact. Instead of responding professionally and taking the concern seriously, I was made to feel as though I was lying. A refund was ultimately issued for the disputed ticket only after I stated that I would share my experience in reviews across multiple platforms. . I was going to take this one review I wrote when they ghosted me, for two days down, after they refunded me finally, when I saw their ridiculous response. Sebago continued to overexplain its position and shift the blame back onto us rather than acknowledge that its process was confusing and poorly handled. A refund does not erase the experience, and it certainly does not excuse the lack of accountability. I have rarely encountered a company so determined to defend itself at the expense of its customers. Mistakes and confusion can happen, but how a business responds to a legitimate complaint speaks volumes about its customer service and integrity. Sebago had an opportunity to acknowledge the problem, apologize, and make things right professionally. Instead, it chose defensiveness and blame. The issue was never simply the cost of one ticket. It was the disorganization, the unnecessary stress placed on our group, and the company's refusal to take responsibility for a situation it should have managed properly from the beginning. I would strongly encourage Sebago to focus less on proving its customers wrong and putting them to work as they board a cruise and more on fixing its boarding procedures, improving communication, and treating paying customers with basic respect. This was an extremely disappointing experience, and the company's response only made it worse.

Have fun enjoy the ride the boat was very nice bar inside comfy seats wonderful views were all around the boat bathroom was very nice and clean

We were so excited for this trip and they canceled us at the last minute because they said they needed more passengers. Ruined our night. Never again.

It’s a nice activity. Watching the sunset on a sailboat makes it more special.

Wonderful sunset cruise with a great crew. Lots of fun with great music . Would highly recommend!!!!

What a great cruise. The drinks were good. The apps , I wasn’t a fan. Staff was amazing. I would tell others

Wonderful experience! Great crew, food and drinks! A fun evening and no better way to view the sunset than on the water.

Crew very accommodating and live music exceptional. Plenty of content rails and appetizers and d sweet as well

Cancelled the experience with out any explanation. No communication whatsoever . Still awaiting my refund

Great Cruise ! Crew was absolutely fantastic and the sunset we saw was breathtaking !!! Music was very good and drinks were plentiful